2. Conflict is..
Differences between and
among people
When incompatible
activities occur
A situation that includes
differences, expressed
struggle, frustration,
interference, perception,
and interdependence
3. List nouns, verbs, adjectives
that describe conflict
Are these negative or positive?
4. Why do we avoid conflict?
Fear
Emotional upheaval
Imbalance of power
Recognition of
incompatibilities
Negative feelings
It takes time
5. Conflict and Power
We face competition for scarce resources in:
Money
Time
Attention
6. Factors affecting conflict and
power
In any relationship, one person has power over another
if he or she controls something the other person wants
or needs
8. Five-Step Model for
Conflict Management
1. Assessment – examine the context of the
communication environment. Consider participants
and their relationships. Identify the area of
contention.
2. Acknowledgement – understand and articulate both
sides’ of view. Reality check of perceptions.
3. Attitude – develop and display an attitude conducive
to productive interaction. Involves trust and
nonverbal behavior – at least for the communication
event.
9. Five-Step Model for
Conflict Management
4. Action – keeping the channels of communication open
to find mutually agreeable solutions.
5. Analysis – consider the feasibility and effectiveness of
decisions.
“Conflict Management: A Communication Skills Approach”
by Deborah Borisoff and David Victor
10. Emotion comes first
Handle the emotion of the
situation first
Then, deal with the issue or
difference of power
11. Conflict and Language
Differences based on Gender
Men (Typically) Women (Typically)
More Direct “Hint” language
Imply a message
One Topic at a Time
Can transition quickly to
Problem Solving new topics, re-start old
ones
Closed
Pick up where they left off
Do not discuss personal
details
“Open”
Discuss personal issues
12. Conflict and Language
Differences based on Gender
“One Drawer at a Time”
“All Drawers Open at Once!”
Work Drawer
Family Drawer
Social Drawer
Alone time Drawer
13. Benefits of Conflict
Better decision making.
Debate improves quality of
solution
Increased learning through
exchange of ideas
Relational growth.
Fostering trust and respect
Overall saves time by
finding the best – not the
easiest - solution