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Flashcards in Lecture 36 – Conflict Deck (14)
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Dickson defines Conflict as?

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


Austin et al defines Conflict as?

• The intersection of intellectual disagreement with
emotional involvement


Name 5 source of conflict in Pharmacy Practice:

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


Name 4 source of conflict (differences):

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

See slide 6 for details.


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

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


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

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


What are the outcomes of conflict? (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


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)

• 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)


Name the 5 styles under the Thomas-Kilmann Model

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


Match each styles (Thomas-Kilmann Model) with the best description:
1. Competing __, 2. Accommodating __, 3. Avoiding __,
4. 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

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


Personal side of leadership - Leads

What are the 4 components under "Lead Self"

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


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

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


Name the 8 skills for conflict

• 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


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

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