Unformatted text preview: 9/21/21, 4:29 PM Conflict Management Styles | Organizational Behavior and Human … Organizational Behavior and Human
Module 11: Conflict and Negotiation Conflict Management Styles … 1/7 9/21/21, 4:29 PM Conflict Management Styles | Organizational Behavior and Human … LEARNING OUTCOMES Discuss the appropriate use of various conflict management styles We talked earlier about the “intentions” stage of conflict when we discussed how conflict develops. The intentions stage discusses how each
player in the conflict interprets the statements and actions of the other
conflict participant, and then the reaction that they give. Those reactions
are the basis for conflict management.
Whether you’re managing the conflict of two subordinates or embroiled
in the midst of your own conflict, you make a choice on how the conflict
should be managed by weighing the importance of the goal against the
importance of the relationships in questions. … 2/7 9/21/21, 4:29 PM Conflict Management Styles | Organizational Behavior and Human … Figure 1. Five primary styles of conflict management Each person brings his own innate style of conflict management to the
party. Are they all right or all wrong? Let’s look at Teresa and Heitor’s situation once more—they’re charged with the task of bringing new customers to their business. Teresa wants to use direct mail to bring attention to their company’s offerings, and Heitor wants to move forward with
an expensive television ad campaign. Teresa thinks that Heitor is wasting
dollars by putting the message out there for an untargeted audience of
viewers, and Heitor thinks that Teresa is wasting dollars by sending
something out that’s just going to get tossed in the trash.
The avoiding style of conflict resolution is one where one has low concern for his or her ultimate goal and low concern for his or her relationship with the other. In this situation, Heitor might avoid any discussion
with Teresa, not wanting to start any fights. He’s just not that kind of guy.
But his idea isn’t getting furthered along, nor is hers, nor is the company … 3/7 9/21/21, 4:29 PM Conflict Management Styles | Organizational Behavior and Human … meeting its goals. The conflict hasn’t gone away, and the job just isn’t
The accommodating style of conflict resolution is where one party focuses on the needs of the other, and not the importance of the goal. If
Heitor were one to adopt the accommodating style, he might look at
Teresa as a valued team player who really needs a break after a couple
of tough months. Without thought to the goal and the outcome the company expects, he tells Teresa to go ahead with the direct mail program.
The competing style of conflict resolution is defined by one party pushing ahead with his or her own mission and goals with no concern for the
other party in the conflict. If Teresa were to adopt the competing style of
conflict resolution, she might move forward with the plan to use direct
mail and ignore anything to do with Heitor’s suggestion. She’d take her
idea to their boss and implement and run right over any objections
Heitor had. As you might guess, this approach may exacerbate other
conflicts down the road!
Right in the middle of Figure 1 is the compromising style of conflict management. Here, moderate concern for others and moderate concern for
the ultimate goal are exhibited, and a focus is placed on achieving a reasonable middle ground where all the parties can be happy. For Heitor
and Teresa, this might mean a joint decision where they devote half of
their marketing funds to the direct mail campaign that Teresa wants to
do, and the other half to the television spots that Heitor wants to do.
Neither party has gotten exactly what he or she wanted, but neither
party is completely dissatisfied with the resolution.
Finally, the collaborating style is one where there is high concern for relationships and high concern for achieving one’s own goal. Those with a
collaborating style look to put all conflict on the table, analyze it and deal
openly with all parties. They look for the best possible solution: a win for
each party in the conflict. In this situation, Heitor and Teresa would sit
down, look at the possible conversion rate of each of their planned marketing campaigns. Perhaps they would find that a third option—online
advertising—would provide a more targeted audience at a discounted … 4/7 9/21/21, 4:29 PM Conflict Management Styles | Organizational Behavior and Human … price. With this new option that both parties could get behind, conflict is
resolved and both feel like the company’s goal will be satisfied. For Teresa and Heitor, the conditions were right for a collaborating style
of conflict resolution, but it’s easy to see how a different style might have
been more appropriate if the situation had been different. PRACTICE QUESTION … 5/7 9/21/21, 4:29 PM Conflict Management Styles | Organizational Behavior and Human … Which conflict management style often requires
little time but requires that both parties win and
Check Answer So, now we understand what conflict is, how it develops and how to respond. We’re ready to face conflict when we find it! But…where will we
find it? Where, within an organization, does conflict lurk? Contribute!
Did you have an idea for improving this content? We’d love
Improve this page Learn More … 6/7 9/21/21, 4:29 PM Previous Conflict Management Styles | Organizational Behavior and Human … Next … 7/7 ...
View Full Document