copyright c 2006 oxford university press 1 chapter 9 managing conflict in groups defining conflict...
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Copyright c 2006 Oxford University Press
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Chapter 9
Managing Conflict in Groups
Defining conflict Two interdependent parties capable of
invoking sanctions oppose each other One party believes that the other has
and will use real or perceived power to keep it from reaching its goal
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Characteristics of Conflict
Exists because both parties cannot obtain both outcomes simultaneously
A process that occurs over time• Conflict episodes connected to one another
• Conflict aftermath
Can create positive outcomes An emotionally-driven process
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Thinking About Conflict
Where does conflict begin?
Conflict in the present presumes conflict in the future
Interactions in the past help you realize that you’re in a conflict in the present
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Questions About Conflict
Is conflict always disruptive?
• Can motivate members to be engaged in the group Is conflict inherent?
• Naturally occurs in most group tasks
• Differences in members skills, interests, and values
• Polarizing is a natural way of ordering and defining reality
• Members experience ambivalence about the group
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Types and Sources of Conflict
Affective conflict Substantive conflict Competitive conflict Cooperative conflict Cognitive conflict Procedural conflict Normative conflict
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Diversity and Conflict
Gender diversity• Majority members are more influenced by
gender diversity when the context emphasizes the number of men and women in a group
Cultural diversity• Ethnocentric bias
• Cultures vary on how they view conflict
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Power
Influence resulting from social interactions or the possession of or access to resources
Reward power Coercive power Legitimate power Reference power Expert power Informational power
more
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Power
All but coercive power are essential to group process
A member can have little power OR power in many areas
To be effective, the power must be essential to the functioning of the group
Power emerges through interaction
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Power and Conflict
Those with power communicate differently • Talk more
• Respond to questions more
• Issues more challenges
• Introduce more new topics
More likely to set the agenda for the group, and that can cause conflict
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Conflict Between Groups
Interdependence between groups causes conflict
Each group frames the other group as the competitor
In-group Out-group
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Conflict Management Strategies
Based on whose concerns you want to satisfy
Collaborating Competing Accommodating Avoiding Compromising
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Collaborating
Most effective Win-win outcome satisfying both sets of
concerns Integrative strategy Incompatible goals replaced with
superordinate goal Takes time and energy
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Competing
Emphasizes your concerns over others
Characterized by assertiveness and by being uncooperative
Distributive strategy
• You win-they lose
• You’re right; they’re wrong
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Accommodating
Emphasizes others’ concerns over yours
Characterized by being cooperative and unassertive
Distributive strategy
• They win-you lose
• They’re right; you’re wrong
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Avoiding
Neither integrative nor distributive
Nonconfrontive
No one’s concerns are satisfied
Characterized by verbally withdrawing
Used to sidestep conflict hoping the conflict will disappear
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Compromising
Intermediate strategy between cooperativeness and assertiveness
Settles the problem for now Offers incomplete satisfaction for both
parties Can be okay at first, but compromises
tend not to hold
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Which Strategy Do You Select?
You are managing three views of a conflict• Yours
• Your belief of the other party’s view
• Your evaluation of your relationship with the other party
Typical to enhance your own view while minimizing view of other
more
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Which Strategy Do You Select?
Others evaluate your communication competence by how you manage conflict
Situation may require multiple styles Style depends on what you say and how you
say it Integrative style usually best for long-term All styles can be effective; all have costs and
risks
more
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Which Strategy Do You Select?
Select the strategy based on
1. Level of emotionality in the conflict
2. Importance of the conflict
3. Degree which there are group norms for handling conflict
4. The conflict’s resolution potential