Podcast
Questions and Answers
What is one definition of conflict?
What is one definition of conflict?
Which physiological reaction occurs in response to a perceived harmful event or attack?
Which physiological reaction occurs in response to a perceived harmful event or attack?
How do some people react to conflict by avoiding it?
How do some people react to conflict by avoiding it?
What are the costs and damaging consequences associated with workplace conflict?
What are the costs and damaging consequences associated with workplace conflict?
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When does conflict become destructive in the workplace?
When does conflict become destructive in the workplace?
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What is a rare reaction to conflicts in the workplace?
What is a rare reaction to conflicts in the workplace?
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What approach to conflict resolution involves parties expressing ideas openly and seeking to understand the ideas of others?
What approach to conflict resolution involves parties expressing ideas openly and seeking to understand the ideas of others?
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In a collaborative organization, what culture is developed among employees?
In a collaborative organization, what culture is developed among employees?
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Which conflict resolution process involves an impartial mediator helping parties negotiate collaboratively?
Which conflict resolution process involves an impartial mediator helping parties negotiate collaboratively?
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What level of conflict is characterized by parties confronting conflicts rather than avoiding them?
What level of conflict is characterized by parties confronting conflicts rather than avoiding them?
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Which negotiation approach is collaborative rather than competitive and adversarial?
Which negotiation approach is collaborative rather than competitive and adversarial?
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What action is encouraged in a collaborative dispute resolution process?
What action is encouraged in a collaborative dispute resolution process?
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What is the purpose of convening the conflict resolution process in the workplace?
What is the purpose of convening the conflict resolution process in the workplace?
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Why might a third-party mediator be needed in conflicts like the one between Bryan and Milly?
Why might a third-party mediator be needed in conflicts like the one between Bryan and Milly?
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What action should Bryan and Milly take after inviting each other to a conversation for conflict resolution?
What action should Bryan and Milly take after inviting each other to a conversation for conflict resolution?
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Why is it important to state the purpose clearly and honestly when convening the conflict resolution process?
Why is it important to state the purpose clearly and honestly when convening the conflict resolution process?
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In a collaborative two-party negotiation process, what is a key element for successful resolution?
In a collaborative two-party negotiation process, what is a key element for successful resolution?
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What are the key characteristics of collaborative resolution processes in the workplace?
What are the key characteristics of collaborative resolution processes in the workplace?
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In collaborative negotiation, what is the significance of separating the people from the problem?
In collaborative negotiation, what is the significance of separating the people from the problem?
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What is the primary goal of principled negotiation according to Fisher & Ury?
What is the primary goal of principled negotiation according to Fisher & Ury?
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In the workplace conflict scenario provided, what is Milly's perception of Bryan's actions?
In the workplace conflict scenario provided, what is Milly's perception of Bryan's actions?
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Which of the following is NOT a basic principle of principled negotiation according to Fisher & Ury?
Which of the following is NOT a basic principle of principled negotiation according to Fisher & Ury?
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What should parties in conflict resolution aim to do based on the provided text?
What should parties in conflict resolution aim to do based on the provided text?
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How can you prepare for conflict resolution in the workplace based on the text?
How can you prepare for conflict resolution in the workplace based on the text?
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What communication skills should be used when entering into a dialogue during conflict resolution?
What communication skills should be used when entering into a dialogue during conflict resolution?
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What is a key aspect to consider when inviting someone to share their concerns during conflict resolution?
What is a key aspect to consider when inviting someone to share their concerns during conflict resolution?
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How should you respond non-defensively to verbal attacks or hostility during conflict resolution?
How should you respond non-defensively to verbal attacks or hostility during conflict resolution?
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What should you do when faced with a non-defensive question like 'I have no idea where you’re coming from.Why are you putting the screws to me?' during conflict resolution?
What should you do when faced with a non-defensive question like 'I have no idea where you’re coming from.Why are you putting the screws to me?' during conflict resolution?
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Why is it important to actively listen during conflict resolution?
Why is it important to actively listen during conflict resolution?
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Study Notes
Conflict Resolution in the Workplace
- Definition of Conflict: Conflict exists when a person perceives that another person's actions or intended actions are a threat to his or her interests.
The Fear Response and Conflict
- The fear response is a physiological reaction that occurs in response to a perceived harmful event or attack (Cannon, Walter, 1932).
- The fear response can lead to different reactions to conflict:
- Many react passively to avoid conflict (freeze).
- Some people withdraw from conflict (flight).
- Some react aggressively (fight).
- Rarely do people react assertively.
The Costs and Benefits of Workplace Conflict
- Conflict can be both destructive and productive.
- Destructive conflict can lead to costs and damaging consequences, such as:
- Decreased productivity.
- Decreased morale.
- Increased turnover.
- Productive conflict can lead to benefits, such as:
- Improved communication.
- Increased creativity.
- Enhanced relationships.
Preparing for Conflict Resolution
- Prepare for the process by considering the other party and what you know about them.
- Reflect on what their concerns and interests may be.
- Think about what you will say to:
- Open the meeting.
- Respond to what the other party may say.
Collaborative Conflict Resolution
- Open and introduce the process, including:
- The purpose of the meeting.
- The issue to be discussed and resolved.
- Roles and responsibilities.
- Confidentiality.
- Decision-making and outcome.
- Use communication skills, such as:
- Active listening.
- Open questions.
- Assertive expression.
Active Listening and Non-Defensive Response
- Actively listen to:
- Convey respect and empathy.
- Understand deeply.
- Discern underlying concerns and emotions.
- Respond non-defensively by:
- Developing the ability to respond constructively to verbal attacks or hostility.
- Using "Negotiation Ju-Jitsu".
Collaborative Dispute Resolution Processes
- Principled negotiation: an approach to negotiation that is collaborative rather than competitive and adversarial.
- Facilitative mediation: a process in which an impartial mediator helps parties collaboratively negotiate a resolution of their dispute.
Collaborative Organization
- A collaborative organization:
- Governs democratically rather than hierarchically.
- Works to develop a culture of collaboration – with mutual trust and respect.
- Encourages and respects the ideas, knowledge, and contributions of all employees.
- Provides mechanisms for collaborative dispute resolution.
Collaborative Resolution Processes
- Collaborative processes (negotiation and mediation) are:
- Informal.
- Voluntary – "consensual".
- Controlled and decided by the parties.
Principled Negotiation
- Fisher & Ury's four basic principles:
- Separate the people from the problem.
- Explore and discover interests.
- Create options.
- Use objective criteria.
Workplace Conflict Scenario
- Milly is a supervisor in the Client Services Division.
- Bryan is her boss.
- The conflict arises from a performance review that was critical of Milly's performance.
- The conflict requires a collaborative resolution process to resolve.
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Description
Test your knowledge on understanding workplace conflict, costs and benefits, developing a collaborative workplace, features, methods of a collaborative resolution process, and one definition of conflict. Explore how fear triggers fight or flight responses during conflicts.