3. What is a conflict?
● “An expressed struggle between at least two
interdependent parties who perceive
incompatible goals, scarce resources, and
interference from others in achieving their
goals.”
● Or Simply: “discomforting difference.”
13. To reach win-win resolution ...
Treat conflicts as a challenges that you can work on together
to achieve a solution for both.
14. Perhaps our greatest limitation in working toward
win-win solutions is that each of us comes to the
table with deep-seated ideas about conflict and
powerfully ingrained strategies.
15. Conflict does not arise so
much from a difference
itself but from the
perception we have of
that difference
16. To reduce conflict ...
Try to see situation from the other person's
perspective
17. Almost all of us tend to attribute mistakes or
failings on our part to external events
18. ... but we also tend to attribute the behavior of
others to their own character or emotions
19. We’re really emotional beings who have evolved
an ability to reason that helps us deal with our
emotions.
20. Remember that emotion is an internal fact; it’s a
response to perceptions you are having
34. The important point to remember is that both
parties have power in any conflict and that
power derives from the interdependence
between the two parties in general and the
particular situation they are in
84. All organizations are like living organisms,
constantly moving, changing, and interacting, and
a change in any one element affects the
organization as a whole
85. Some parts of the system operate informally and
unofficially
86. Managers and supervisors must improve conflict
management within the organization in order to
minimize costs.
101. Moral conflicts are those in which the issues are
framed as matters of what is morally right and
morally wrong
102. Note from the outset that this absolute framing is
a dysfunctional conflict strategy
103. Moral values are inherently subjective, yet they
are usually held as nonnegotiable absolutes
104. In a dispute about a moral question, it’s difficult to
reach a win-win resolution
105. Among the specific tactics that may be helpful in
dealing with moral conflicts is reframing, that is,
finding a constructive new way to view a conflict
through a different lens or frame.