Weiss & Hughes: accept and manage conflict Flashcards Preview

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Flashcards in Weiss & Hughes: accept and manage conflict Deck (6)
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1

Two main areas in strategies for managing conflict

- Strategies for managing disagreements at the point of
conflict
- Strategies for managing conflict upon escalation up
the management chain

2

3 Strategies for managing disagreements at the point of conflict

- Devise and implement a common method for
resolving conflict
- people will often avoid or work around conflict,
causing suboptimal 'split-the-difference' resolutions
or deadlock
- offer a clear step-by-step process to follow as
integral part of existing business activities
- Provide people with criteria for making trade-offs
- in conflict people often need to make trade-offs
between competing priorities
- Use the escalation of conflict as an opportunity for
coaching

3

3 Strategies for managing conflict upon escalation up the management chain

- Establish and enforce a requirement for joint
escalation
- share responsibility for escalation and present
disagreement jointly to boss
- Ensure that managers resolve escalated conflicts
directly with their counterparts
- resolving problems early on is more efficient
- Make the process for escalated conflict resolution
transparent
- clear communication about the resolution can
increase people's willingness and ability to
implement decisions

4

3 Myths of collaboration

- Effective collaboration means "teaming"
- most failures don't occur on actual teams, but in the
rapid and unstructured interactions between
different groups within the organization
- An effective incentive system will ensure
collaboration
- incentives don't encourage collaboration, it might
even undermine it
- Organizations can be structured for collaboration
- bringing people together is very different from
getting them to collaborate

5

Benefits of getting collaboration right

- A unified face to customers
- Faster internal decision making
- Reduced costs through shared resources
- Development of more innovative products

6

Disagreements are sparked by

- Differences in perspective
- Differences in competencies
- Differences in access to information
- Differences in strategic focus