Lecture 36 – Conflict

Question 1

Dickson defines Conflict as?

Answer 1

A disagreement of interests or ideas
• Competing or opposing action of incompatible goals
• Mental struggle resulting from incompatible or
opposing needs or demands

Question 2

Austin et al defines Conflict as?

Answer 2

• The intersection of intellectual disagreement with

emotional involvement

Question 3

Name 5 source of conflict in Pharmacy Practice:

Answer 3

1. Data
   - Conflicts that arise over the use of data in decision
   making (level of evidence, anecdotal)
2. Relational
   - Conflicts that arise over a relationship or
   communication style
3. Values
   - Conflicts in which the parties have perceived or
   actual incompatibilities in their belief systems
4. Resources
   - Conflicts over real or perceived scarcity of resources
5. Structural
   - Conflicts over how to deal with realities of
   organizational structure that have inter- and
   intradepartmental effects

Question 4

Name 4 source of conflict (differences):

Answer 4

1. Organizational interest differences
2. Structural differences
3. Cultural clash
4. Political relationship differences

See slide 6 for details.

Question 5

What may cause conflict in understanding, communicating, and delivering information?

Answer 5

• Information not received
• Misinformation
• Misrepresentation
• Incomplete information
• Information misinterpreted
• Differing information sources
• Information overload

Question 6

According to Haumschild et al, why conflict can be healthy?

Answer 6

“…involves leveraging differences to generate open
communication and encourage the flow of new
ideas, is essential for organisational growth.”

Question 7

What are the outcomes of conflict? (7)

Answer 7

• Catalyst for action, change
• Transparent communication
• Using feedback
• Challenge to beliefs, assumptions
• Engagement, participation in finding solutions and 
  making improvements
• Personal reflection, understanding perspectives, 
  needs, roles
• Innovative problem solving

Question 8

List the 8 steps for the “process for conflict management” (apply an approach that works for you, others and situation drawing an emotional intelligence, critical thinking)

Answer 8

• Identify the conflict, clarify understanding
• Surface assumptions
• Identify all possible solutions (brainstorm)
• Agree on the best solution
• Determine how best to implement the solution
• Acknowledge responsibilities of each party
• Evaluate the outcomes
• Reflect on the process, experience (learn and let go)

Question 9

Name the 5 styles under the Thomas-Kilmann Model

Answer 9

1. Competing
2. Accommodating
3. Avoiding
4. Compromising
5. Collaborating

Question 10

Match each styles (Thomas-Kilmann Model) with the best description:

1. Competing __, 2. Accommodating __, 3. Avoiding __,
2. Compromising __, 5. Collaborating __

A. Cooperating with the other parties to find a
mutually satisfying solution

B. Satisfying the other parties while neglecting your
own concerns

C. Identifying a solution that is partially satisfactory to
both parties but completely satisfactory to neither

D. Using your formal authority or power to satisfy
concerns without regard to the concerns of other parties

E. Not paying attention to the conflict and not taking
any action to solve it

Answer 10

1. Competing - D
2. Accommodating - B
3. Avoiding - E
4. Compromising - C
5. Collaborating - A

Question 11

Personal side of leadership - Leads

What are the 4 components under “Lead Self”

Answer 11

1. Are self aware
2. Develop themselves
3. Mange themselves
4. Demonstrate character

Question 12

Here are the descriptions for the lead self components:

1. They actively seek opportunities and challenges
   for personal learning,character building and growth
2. They are aware of their own assumptions, values, principles,strengths and limitations
3. They model qualities such as honesty, integrity, resilience, and confidence
4. They take responsibility for their own performance and health

Match the each components to the above descriptions -
A. Are self aware
B. Develop themselves
C. Mange themselves
D. Demonstrate character

Answer 12

1. B - Develop themselves
2. A - Are self aware
3. D - Demonstrate character
4. C - Mange themselves

Question 13

Name the 8 skills for conflict

Answer 13

• Listening
• Critical thinking (e.g. clarify question/problem, self-
awareness of assumptions, see other perspectives)
• Emotional intelligence - Seeing self and others’ emotions
• Perceiving defensiveness, de-personalizing feedback
• Viewing feedback and criticism with a growth mindset
• Communicating, providing feedback
• Taking informed action, knowing when to pause or act
• Accepting responsibility
•Focus on what you can control

Question 14

List the 4 things that can be further developed for conflict management

Answer 14

1. Personal Awareness
2. Empathy
3. Emotional Intelligence
4. critical and Reflective Thinking