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Identifying Conflict
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The first step in managing conflict is to identify the conflict.
- Do the group members know that a conflict exists?
- Are the group members arguing over competing goals?
- Are scarce resources at stake?
- Are the group members dependent on each other to solve the conflict?
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Styles of Conflict Management
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Researchers Ruble and Thomas12 have identified five styles for managing conflict. The styles can be charted on two dimensions: assertiveness and cooperativeness. The five styles are:
- Competitive: high in assertiveness, low in cooperativeness. Competitive people want to win the conflict.
- Accommodative: low in assertiveness and high in cooperativeness. These group members are easy going and willing to follow the group.
- Avoiding: low in assertiveness, low in cooperativeness. Avoiding people are detached and indifferent to conflict.
- Collaborative: high assertiveness, high in cooperativeness. These group members are active and productive problem solvers.
- Compromising: moderate in assertiveness, moderate in cooperativeness. Compromisers are willing to "give and take" to resolve conflict.
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Defensive climate
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The climate in which conflict is managed is important. Groups should avoid a defensive climate, which is characterized by these qualities:
- Evaluation: judging and criticizing other group members.
- Control: imposing the will of one group member on the others.
- Strategy: using hidden agendas.
- Neutrality: demonstrating indifference and lack of commitment.
- Superiority: expressing dominance.
- Certainty: being rigid in one's willingness to listen to others.
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Supportive Climate |
Instead, groups should foster a supportive climate, marked by these traits:
- Description: presenting ideas or opinions.
- Problem orientation: focusing attention on the task
- Spontaneity: communicating openly and honestly
- Empathy: understanding another person's thoughts
- Equality: asking for opinions.
- Provisionalism: expressing a willingness to listen other the ideas of others.
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