Interpersonal Conflict Handling Styles

Interpersonal Conflict Handling Styles

• Problem-solving: win/win orientation, tries to find a mutually beneficial solution
• Forcing: win/lose orientation, tries to win the conflict at the other's expense
• Avoiding: tries to smooth over or evade conflict situations
• Yielding: lose/win, giving in completely to the other side's wishes
• Dead-end: Lose/lose situation, both parties leave the negotiation feeling worse off

Conflict-Handling Styles Contingencies

• Problem-solving:
  • Preferred style when interests are not perfectly opposing
  • Parties have trust/openness and time to share information
  • Issues are complex
• Forcing:
  • Preferred style when quick resolution is required
  • Your position has a stronger logical or moral foundation
  • Other party would take advantage of cooperation
• Avoiding:
  • Preferred style when conflict has become emotionally-charged
  • Parties want to maintain harmony
  • Cost of resolving the conflict outweighs its benefits
• Yielding:
  • Preferred style when issue is much less important to you than to the other party
  • Value or logic of your position is imperfect or unclear
  • Parties want to maintain harmony
• Compromising:
  • Preferred style when there is single-issue conflict with opposing interests
  • Parties lack time or trust for problem-solving
  • Parties want to maintain harmony
  • Parties have equal power

Cultural and Gender Differences in Conflict-Handling Styles

• Preferred conflict-handling preferences vary across cultures
• Men tend to use the forcing style more than women do
• Women tend to use slightly more problem-solving, compromising, and yielding

Structural Approaches to Conflict Management

• Emphasize primary goals
• Reduce differences that generate conflict
• Create common experiences
• Build and maintain a strong organizational culture
• Improve communication and understanding
• Reduce interdependence
• Increase resources
• Manage relationships

Negotiation Strategies

• Location: negotiate on your turf or in a neutral territory
• Physical setting: consider physical distance and setting formality
• Audience characteristics: observers can affect negotiation outcomes
• Manage relationships: build trust, show awareness of shared negotiation norms, and expectations