The document discusses different types of conflict including pseudo, simple, and ego conflicts. It provides strategies for managing each type such as clarifying messages, focusing on issues rather than personalities, and encouraging active listening. Additional tips for conflict management include separating people from the problem, focusing on shared interests, and generating multiple options to solve problems. Reaching consensus is suggested to take time and involve compromising preferences while emphasizing agreement and postponing decisions if needed to maintain cooperation.

1. Managing Conflict

2. What is conflict? (Wilmot and Hocker, 2007) 1. An expressed struggle 2. Between at least two independent people 3. Who have identified incompatible goals and interference from others

3. Causes of conflict Differences between group members Differences in tolerance and risks

5. Misconceptions about conflict Conflict should be avoided at all costs All conflict can be resolved All conflict occurs because people do not understand one another

6. Types of conflict Pseudo-conflict people misunderstand one another Simple conflict people disagree about issues Ego-conflict personalities clash

7. Managing pseudo-conflict Ask others for clarification – do not make assumptions Establish supportive instead of defensive climate Become an active listener

8. Managing simple conflict

9. Managing simple conflict Clarify messages Focus on issues State facts not opinions Compromise Tackle one issue at a time Identify areas of agreement

10. Managing ego-conflict Seek cool, calm climate Encourage active listening Keep discussion on key issues Be descriptive rather than evaluative Agree to disagree

11. Conflict Management Strategies 1. Separate people from problem 2. Focus on shared interests 3. Generate many options to solve problems

12. Reaching Consensus Consensus should not come too quickly Some personal preferences will be surrendered Emphasize areas of agreement Consensus usually yields long-term agreement Postpone decision if consensus can not be reached

13. Reaching Consensus Keep group oriented towards goal Be sensitive to ideas and feelings of others Promote honest dialogue

14. Orient group toward goal Outline and display known facts Focus on goal - not specific strategies Suggest solutions throughout the discussion

15. Promote honest dialogue Include everyone in the discussion Avoid persuasion to agree with majority Avoid easy conflict resolution Use various strategies to reach agreement

16. End of Lesson