文稿developing management skills管理技巧topic8chapter

1、Chapter 7:Managing Conflict7-0Diagnose the focus and source of conflictsUtilize appropriate conflict management strategiesResolve interpersonal confrontations through collaborationLearning Objectives7-1The Relationship Between Conflict and es7-2Rules of EngagementWork with more informationFocus on t

2、he factsDevelop multiple alternativesShare agreed-upon goalsInject humor into the decision processMaintain a balanced power structureResolve issues without forcing consensus7-3Types of Conflict7-4Conflict FocusPeople-focused: “In-your-face” confrontations in which emotions are fueled by moral indign

3、ationIssue-focused: negotiations in which participants agree how to allocate scarce resources7-5Four Sources of Interpersonal ConflictPersonal Differences: Conflicts stem from personal values and needs7-6Four Sources of Interpersonal ConflictInformational Deficiencies: Conflicts evolve from misinfor

4、mation and misunderstanding7-7Four Sources of Interpersonal ConflictRole patibility: Conflicts evolve from the perception that assigned goals and responsibilities compete with those of others.7-8Four Sources of Interpersonal ConflictEnvironmentally Induced Stress: Conflict results from the stressful

5、 events of the organizational environment.7-9Conflict ResolutionInsert figure 7.37-10ForcingSatisfy personal needs at the expense of the other personFormal authority, bullying, manipulation, etc. e: You feel vindicated; other person feels defeated7-11AvoidingNeglect interests of both parties by side

6、stepping or postponingReflects inability to handle emotion of conflict e: Nothing (or things get worse)7-12 modatingSatisfy other partys concerns but neglect your ownPreserve a relationship at the expense of genuine appraisal of issues e: Other person takes advantage of you; decreased power and cred

7、ibility7-13CompromisingSeek partial satisfaction for both partiesExpedient, not effective, solutions e: Gamesmanship and suboptimal resolutions7-14CollaboratingSeek to address concerns of both partiesNo assignment of blame e: When collaborating is possible, problem likely to be resolved7-15Which app

8、roach is best?While we are predisposed to one approach, no single approach is the best; Effective managers use a variety of approaches7-16Selecting the Right StrategyTwo Perspectives on Negotiation:Distributive: “Dividing up a fixed pie”Integrative: “Expanding the pie”7-17Situational ConsiderationsS

9、elect your conflict management approach based upon:Issue importanceRelationship importanceRelative powerTime constraints7-18Conflict Resolution es by Type and Method7-19A Default StrategyOf all the approaches, collaboration generally yields the best es; However, it is also the most difficult to impl

10、ement7-20Framework for Collaborative Problem SolvingEstablish overarching goalsSeparate the people from the problemFocus on interests, not positions7-21Framework for Collaborative Problem Solving (continued)Invent options for mutual gainsUse objective criteria for evaluating alternativesDefine succe

11、ss in terms of real gains, not imaginary losses7-22Four Phases of Collaborative Problem SolvingProblem IdentificationSolution GenerationAction Plan Formulation and AgreementImplementation and Follow-Up7-23Phase 1: Problem IdentificationInitiatorMaintain personal ownership of problemDescribe problem

12、in terms of behaviors, consequences, and feelingsAvoid drawing conclusions and attributing motivesPersist until understoodEncourage two-way discussionApproach problems incrementally7-24Phase 1: Problem IdentificationResponderEstablish a climate for joint problem solvingSeek additional information by

13、 asking questionsAgree with some aspect of the complaint7-25Phase 1: Problem IdentificationMediators RoleEstablish a problem solving frameworkMaintain a neutral posture regarding the disputantsServe as facilitator, not judgeInsure discussion to ensure fairnessFocus on interests, not positionsEnsure

14、all parties agree on the solution7-26Phase 2: Solution GenerationInitiatorFocus on commonalities as the basis for requesting a change7-27Phase 2: Solution GenerationResponderAsk for suggestions of acceptable alternatives7-28Phase 2:Solution GenerationMediatorExplore options by focusing on interests, positions; create agreement on action plan and follow-up7-29Summary Modelof Conflict ManagementInsert figure 7.67-30Behavioral GuidelinesCollect information on the sources of conflictExamine relevant situational