Kỹ năng giải quyết xung đột

Understanding and Resolving
Conflict
Mark Smallwood
Brigham Young University

Agenda
•
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
•
Group Exercise
•
Review

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
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Is conflict bad for business?

•
What kind of conflict is seen in our
business?
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Does this conflict help or hurt our
performance?

Conflicts About Conflict’s Role
•
Different Views
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Traditional View
–
Human Relations View
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Interactionist View

Different Views
•
Traditional View
–
Conflict is bad!
–
Same as violence, destruction, irrationality

Different Views
•
Human Relations View
–
It’s going to happen, so cope with it!

Different Views
•
Interactionist View
–
Functional conflict is good for business and
even encouraged
–
Functional vs. dysfunctional conflict

Kinds of Conflict
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Task Conflict
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Low to moderate levels can be acceptable
•
Process Conflict
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Low levels can be acceptable
•
Relationship Conflict
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Almost always dysfunctional

The Conflict Process
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Four Stages
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Potential opposition
–

Cognition and personalization
–
Behavior
–
Outcomes

The Conflict Process
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Stage 1
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Potential Opposition
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Factors are present that can lead to conflict
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Communication
–
Structure
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Personal Variables

The Conflict Process
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Stage 2
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Cognition and Personalization
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Awareness of conditions in stage 1
•
The conditions cause some sort of frustration

The Conflict Process
•
Stage 3
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Behavior
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An action is done that frustrates another person’s
interests
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The conflict becomes known to the differing parties
and to others


The Conflict Process
•
Stage 4
–
Outcomes
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Functional Outcomes
•
Dysfunctional Outcomes

Conflict Resolution
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Even in the interactionist view of conflict, conflict can become dysfunctional.
•
At this point, someone may need to step in and help resolve the conflict.

Methods for Resolving Conflict

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Passive conflict resolution
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Win-win
•
Structured problem solving
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Confronting conflict
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Choosing a winner
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Selecting a better alternative
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Preventing Conflict

Methods for Resolving Conflict
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Passive conflict resolution
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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
it

Methods for Resolving Conflict
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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
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“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!
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Split up in groups of three people
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Choose a conflict that could be faced in this organization
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Discuss how it would be handled using each of the methods listed previously

Let’s Try These Out!
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Describe your conflict
•
What method would be best for handling your chosen situation?
•
Would that method be best for all situations in this organization?
•
What does everyone else think?

Summary
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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