CMN 4131 Lecture Notes - Lecture 1: Autopilot, Alternative Dispute Resolution
SchoolUniversity of Ottawa
Course CodeCMN 4131
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What is Conflict
•!Conflict is differing or opposing needs, wants or expectations.
o!Each countered need, want or expectation becomes a little
pinch, which accumulates and grows.
Attitude and expectations are everything:
•!expect the conflict to be negative, it will be negative and escalate
(negative cycle, reinforcement);
•! expect it to be positive, and it may not be perfect but it will be
We have control over our response to conflict.
Conflict is inevitable.
Responding in an appreciative way to conflict will give us better results.
Conflict is a vulnerable moment, we don’t see it coming.
Our reaction is on automatic pilot and we feel trapped in a behaviour which
is not effective modeled from our childhood or from society.
How to make conflict work positively for us?
Conflict is an experience.
It’s about being different from one another.
It’s not necessarily unbearable.
•!can be latent, emerging or manifest.
•!A dispute is a manifest conflict. It’s considered negotiable and
resolvable. It is informed or fueled by underlying conflict.
Comparison between the two:
•! Whereas a conflict is not necessarily. It is more long standing, with
competing values and damaged relationships.
•! Often, the dispute is resolved but the conflict remains.
Conflict is :
•! Desirable : brings growth and change
•! Disputes (manifest conflicts) must be addressed
o!Nor good, nor bad. It’s about differences. Can be helpful and
enriching or hindering.
•!Disputes expand into conflicts when :
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