Communications Chapter 11 Homework Occurs The Early Stages Conflict Establishes The

Northouse, Introduction to Leadership: Concepts and Practice, 4e

SAGE Publishing, 2018

Lecture Notes

Chapter 11: Managing Conflict

Chapter Summary

I. Handling Conflict

II. Conflict Explained

III. Communication and Conflict

IV. Kinds of Conflict

A. Content

V. Fisher and Ury Approach to Conflict

A. People

B. Interests

C. Options

D. Criteria

VI. Communication Strategies for Conflict Resolution

A. Differentiating

B. Fractionation

C. Face Saving

VII. Kilmann and Thomas’ 5 Styles of Approaching Conflict

A. Avoidance

B. Competition

VIII. Leadership snapshot

Case Study: Office Space

Northouse, Introduction to Leadership: Concepts and Practice, 4e

SAGE Publishing, 2018

Chapter Objectives

1. Understand conflict and importance of communication in the process of

handling conflict.

2. Explain different kinds of conflict.

4. Discuss communication strategies for conflict resolution.

5. Discuss the five conflict handling styles.

Lecture Notes

• Is mutual agreement possible in any conflict situation?

• How can we manage conflict and produce positive change?

I. Managing Conflict

A. Conflict is inevitable

B. Conflict can be uncomfortable but is not necessarily bad

II. Conflict Explained

A. Context of conflict can be intrapersonal, interpersonal and societal

B. Definition: Conflict is a felt struggle between two or more interdependent

individuals who perceive incompatible differences in beliefs, values, and goals, or

over differences in desires for control, status and connectedness

2. Interdependence: Necessary condition for conflict to occur.

4. Differences between people: Perceived incompatibilities.

III. Communication and Conflict

A. Conflict is recognized and expressed through communication

B. Content dimension of communication

1. Objective, observable aspects of communication

C. Relational dimension of communication

1. Participants’ perceptions of their connection to one another

3. Relational dimension of the message suggests how the content should be

interpreted

Northouse, Introduction to Leadership: Concepts and Practice, 4e

SAGE Publishing, 2018

IV. Kinds of Conflict

A. Conflict on the content level

1. Involves struggles between people who differ on issues such as policies

and procedures.

2. Conflict regarding beliefs and values

a. Ex. Beliefs: PETA in conflict with pharmaceutical

companies that do testing on animals

b. Ex. Beliefs: Should teachers be allowed to strike?

c. Ex. Values: Should college student have her own car?

3. Conflict regarding goals

a. Procedural conflict is over the best means to an agreed-

upon goal

i. Ex. How to best conduct job interviews

b. Substantive conflict is about what the goal should be

i. Ex. Board members who disagree on the scope of a

fundraising campaign

ii. Ex. Afghanistan: Should girls be educated?

B. Conflict on the relational level

2. The differences we feel between ourselves and others concerning how

we relate to each other

3. Relational conflict has three common causes

a. Self-esteem needs aren’t being met, our own or others’

5. Relational conflicts are inextricably bound to content issues

6. Leaders who remain open to others will have a greater chance of

understanding others’ beliefs, values, and needs for esteem, control, and

affiliation.

V. Fisher and Ury Approach to Conflict

A. Method of principled negotiation (1981)

1. Principle One: Separate the people from the problem

a. Problem factor and people factor need to be separated

b. Separation is not easy because the two are entangled

2. Principle Two: Focus on interests, not positions

a. Positions represent our stand in a particular conflict

b. Interests represent what is behind our positions

Northouse, Introduction to Leadership: Concepts and Practice, 4e

SAGE Publishing, 2018

c. To identify interests, look at the basic concerns that

3. Principle Three: Invent options for mutual gains

4. Principle Four: Insist on using objective criteria

a. Precedent

b. Professional standards

c. What a court would decide

. VI. Communication Strategies for Conflict Resolution

A. Differentiation

2. Occurs in the early stages of conflict

4. May lead to an escalation of conflict rather than cooling off

6. Ex. Jennifer’s group project

B. Fractionation

2. Occurs in the early stages of conflict

3. Benefits a. Breaks down conflict into smaller pieces, less

overwhelming

C. Face saving

2. In conflict, people participants may be concerned about how others view

them in regard to the positions they have taken

4. Participants should avoid letting the discussions shift to face-threatening

5. Face-saving messages can confirm for others that they have handled

6. Ex. Nurses strike at hospital

VII. Kilmann and Thomas’ Styles of Approaching Conflict

A. Conflict style is a patterned response or behavior that people use when

approaching conflict.

B. Five styles that vary along two dimensions

C. In conflict situations, a person’s style is usually a combination of the five

styles

D. Avoidance style tends to be passive and uncooperative

2. Disadvantages to using this style – does little to solve problems or make

changes, leads to frustration and anger

E. Competition style when individuals are highly assertive about pursuing their own

goals but uncooperative in assisting others to reach theirs

1. Advantage to using this style – useful when quick, decisive action is

needed, competition can challenge participants to make their best efforts

F. Accommodation style when individuals attend closely to the needs of others and

ignore their own needs.

1. Advantage to using this style – allows people to avoid some of the

2. Disadvantage to using this style – creates a lose/win dynamic, the

accommodator sacrifices his or her own goals to maintain smooth

G. Compromise style occurs halfway between competition and accommodation

1. Advantage to using this style – attends to goals of both parties, works

2. Disadvantage to using this style – doesn’t go far enough to resolve

conflict, neither side is completely satisfied, innovative solutions may be

sacrificed for quick solutions

H. Collaboration style is when both parties agree to a positive settlement to the

conflict and each party attends fully to others’ concerns while not sacrificing or

suppressing their own.

2. Advantages of using this style – creates a win/win dynamic,

3. Disadvantages of using this style – it demands energy and hard work,

takes time to explore differences and select mutually satisfying solutions

VIII. Leadership snapshot: Humaira Bachal, Pakistani educator

A. Bachal is a 25 year old woman who wants to educate children, especially girls, in

her home country of Pakistan.

B. At 14, she decided it was wrong for children in her village to be playing in streets

instead of being in school.

IX. Case study