Kỹ năng giải quyết xung đột

Kỹ năng giải quyết xung đột

Understanding and Resolving

Conflict

Mark SmallwoodBrigham Young University

• What is conflict?

• What is conflict’s role in business?

• Different views of conflict

• Kinds of conflict

• Stages of conflict resolution

• Methods of conflict resolution

What is Conflict?

A process that begins when one party

perceives that another party has negatively affected, or is about to negatively affect, something that the first party cares about

A Few Questions

• Is conflict bad for business?

• What kind of conflict is seen in our business?

• Does this conflict help or hurt our

Conflicts About Conflict’s Role

• Different Views

– Traditional View

– Human Relations View

– Interactionist View

Different Views

• Human Relations View

– It’s going to happen, so cope with it!

The Conflict Process

The Conflict Process

• Stage 1

– Potential Opposition

• Factors are present that can lead to conflict

– Communication – Structure

– Personal Variables

The Conflict Process

• Stage 2

– Cognition and Personalization

• Awareness of conditions in stage 1

• The conditions cause some sort of frustration

The Conflict Process

The Conflict Process

• Stage 4

– Outcomes

• Functional Outcomes

• Dysfunctional Outcomes

Methods for Resolving Conflict

• Passive conflict resolution

Methods for Resolving Conflict

• Passive conflict resolution

– Just ignore the conflict

• Win-win

– Satisfy both side’s needs

Methods for Resolving Conflict

• Structured problem solving

– Gather data about the problem

– Have a third party observer analyze the data and make an argument for one side

– Mediation

• Confronting conflict

– Listen the problem and help the parties resolve

Methods for Resolving Conflict

• Choosing a winner

– Choose the winner, then deal with the negative feelings between the two parties

• Selecting a better alternative

– Choose an idea neither of the parties considered

Methods for Resolving Conflict

• Preventing conflict

– “Skilled leaders use different techniques to

create an environment that is relatively free of conflict…” (Foster)

Shea & Gould Law Firm

• “At its peak, the firm had 350 lawyers and played a leading role in New York politics, banking, real estate and sports”

• Closed its doors after not being able to

resolve a conflict about the firms future

Let’s Try These Out!

• Split up in groups of three people

• Choose a conflict that could be faced in this organization

• Discuss how it would be handled using each

of the methods listed previously

Let’s Try These Out!

• Describe your conflict

• What method would be best for handling

your chosen situation?

• Would that method be best for all situations

in this organization?

• Conflict can be good for a business

• When it isn’t good, the conflict must be resolved

• Different methods exist to resolve conflict

• No one method is best for any conflict

Geyelin, Milo, Felsenthal, Edward “Irreconcilable differences force Shea & Gould

closure” Wall Street Journal (Eastern edition) New York, N.Y.: Jan 31, 1994 pg B1 Robbins, Steven P Essentials of Organizational Behavior 8 th ed., Pearson Education, Inc.,

2005 pp 193-201