MB109 Chapter 10: mb 109 chapter 10

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Business Technology Management
Kris Gerhardt

MB 109 CHAPTER 10: MANAGING CONFLICT What is conflict (part 1) Conflict is a perceived incompatibility of actions or goals (key word here is perception) • you think you have a problem • you think someone said something, the belief of opposing interests We let things snowball and they eventually become conflicts Doesn’t exist unless both parties know that there is some sort of disagreement As you resolve conflicts, you can make the relationship better because you know more Key elements • Opposing interests • Recognition of opposition • Belief in interference • Actions that produce such interference Major causes of conflict The belief in opposing interests • Doesn’t have to be real…just perceived Social factors as important as incompatible interests Faulty attributions, you think someone is doing something for a particular reason. Ex. Person in front of you driving 65 because they just got a ticket Comments and criticism are actually the same thing, it depends on your perception • Errors concerning the cause behind behavior Faulty communication • Communication can sometimes annoy others Naïve realism, we exaggerate things • Tendency to perceive our own vies as objective and other’s views as biased Personality traits and characteristics • Myths about conflict Conflict is not avoidable but there are other things it is not Conflict is always bad…NO, it’s a way to • gather info • find out things about people • learn more about each other Conflict is just miscommunication….NO, • incompatible interests All conflicts can be resolved with good communication…NO • some persist because of an incompatibility of goals or interests It is always best to talk through all conflicts….NO • sometimes it’s best not to talk, silence may be the best way to start solving a conflict • if its small, probably best not to talk about the conflict, gives each party time to think What is conflict (part 2) Expressed struggle • No conflict if we don’t recognize the problem • Verbal or nonverbal; overt to convert expression, make sure they match up • Different opinions, watch how you express things • Overt is seen a more honest, covert is slightly dishonest (didn’t tell me you’re angry but you did this) • You should use overt more Interdependence • Conflict occurs only when 2 people (groups) need each other/ depend on each other Opposition • Conflict is more than having differences 2 perceptions • Our concerns are at odds with those of another • We and another must reconcile our differences Overt and Covert Overt • Out in the open and explicit • Looked at as being more honest (tell someone you have a problem) • Might involve aggressive acts • Assertion and aggression Covert • Not shown publicly and often unacknowledged • Big consequences • Seen as being dishonest • Not a great way to resolve a conflict • Non-assertion Passive aggression • Aggression that is denied or disguised by the aggressor • Undermines/harms relationships • Won’t go a long way in resolving conflict Games Much of conflict will take place in a game • Pseudo-competition • So, conflict disguised as competition or actual competition with loosely defined rules Berne (1964) • Games often involve passive aggression • Bad for relationships • Negative • Ineffective at solving conflicts • Don’t have rules (what is appropriate to you might not be to me) Games require 2 players to continue, if you refuse to play, there is no game Games and passive aggression are ineffective ways to manage conflict Conflict managed well…or poorly We need to learn to deal with conflict Please respond to conflict in various ways Conflict can promote attachment or splitting up We need to know how a particular behavior affects interpersonal conflict • Need to make an informed decision on how to act Styles expressing conflict Non-assertion • The inability or unwillingness to express thoughts or feelings in conflict • Sometimes because of lack of confidence or choice • Very common • Avoidance and accommodation are forms of non-assertion • Change the topic (avoidance), disconfirms them • Preferable if conflict is minor • If you continually accommodate to someone, you won’t get what you want because they will expect that you will accommodate you. Minor things are okay to accommodate • A good way to accommodate conflict where there might be physical violence Direct Aggression • Approaching conflicts…. Take attack position • Direct expressions of hostility, can be physical, verbal or both • Ex. yelling • Can be successful in short term but has long term detrimental con
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