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Terms in this set (34)
Conflicting resources, conflicting styles, conflicting perceptions, conflicting goals, conflicting pressures, conflicting roles, different personal values, unpredictable policies
common causes of conflict
tangible resources, literature resources
new payment model, good or bad perception
save money vs. buy new furniture
pressure to do assignment vs. family issues
non-PTs doing gait training when that's PTs' role
Different personal values
direction of ethical compass, etc.
if everyone is not treated the same, no one knows what the policy really is
Cooperation that may sacrifice your own desires, beliefs, values. Usually works against you. Effective if the other person has a better idea or solution. Works to preserve a relationship
Win-lose approach. Actions are assertive to reach your goals. Do not seek cooperation with and from other parties. Useful in emergencies when time is important. Others need to be aware of the approach and are supportive
Simply avoid the issue. You aren't helping the other party nor trying to get your way. Will work when the issue is trivial or you just can't win. Can be effective when the issue is emotionally charged and need to create space. Hope it will go away. In general, " 'hope is not a strategy', and avoiding is not a good long term strategy"
Lose-lose scenario. Neither party really gets what they want. Requires a level of assertiveness with cooperation. May be appropriate for scenarios where you need a temporary solution or where both sides have equally important goals. Can be the easy way out; collaborating would produce a better solution
Both sides pair up to create a solution. Seek the win-win scenario. Creates an atmosphere that incorporates everyone's ideas. Downside = can require a lot of time and effort to get everyone on board
Accommodation, avoidance, competition, compromise, collaboration
Conflict management styles
Managing conflict in the workplace
Do not try to avoid conflict. Put yourself in their shoes. Be fair and understanding. Focus and keep in mind company mission/vision/values/goals. Try to minimize chance of conflict. Focus on lesson learned. Praise and training.
Be fair and understanding
stick to the facts; try not to make it personal.
Focus and keep in mind company mission/vision/values/goals.
Foster a culture of positive employee relations.
Try to minimize chance of conflict
Requires treating all staff with dignity and respect, being transparent, and establishing fair management systems.
Do not try to avoid conflict
it is inevitable so don't shy away. As a manager it is your job to deal with conflict. The sooner, the better.
Focus on the lesson learned
What can you do differently? Conflict is an opportunity for growth and improvement
Put yourself in their shoes
actively listen to both parties or your "adversary."
Lead by example
provide training and follow your own rules
Praise and training
create an environment of cooperation, not competition, between staff. Team building activities, workshops, recognition programs, team lunches support this effort
Interest-Based Relational Approach
6 step approach to conflict resolution
2. people vs. problem
4. listen, then talk
Step 1 of Interest-Based Relational Approach to Conflict Resolution
Make the relationship a priority- treat the other person with respect and be courteous
Step 2 of Interest-Based Relational Approach to Conflict Resolution
Separate people from the problem- Do not focus on personalities but the issue at hand. Helps to keep the relationship intact.
Step 3 of Interest-Based Relational Approach to Conflict Resolution
Practice emphatic listening- Try to understand the other persons viewpoint
Step 4 of Interest-Based Relational Approach to Conflict Resolution
Listen first, talk second. Listen to what the other person is saying before defending you own position
Step 5 of Interest-Based Relational Approach to Conflict Resolution
Examine the facts- decide on the observable facts that might impact your decision, together
Step 6 of Interest-Based Relational Approach to Conflict Resolution
Explore options together- Be open that a third position or option may exist and you may can reach it jointly
Best Alternative To a Negotiated Agreement (from video)
How to resolve personal conflict.
Requires maturity, self-control and empathy. Make the relationship a priority; be respectful of the other persons viewpoint. Resist the temptation to "win." Focus on the present- address the current issue without bringing in past feelings, hurts, resentments. Try not to place blame. Pick your battles- consider whether the conflict or issue is worth your time and energy. Is it really worth it? Be willing to forgive- resolution is impossible if can't admit wrong or can't forgive another person. Know when to let it go- if can't come to an agreement, agree to disagree.
What are the ground rules to a fair fight?
Remain calm. Express feeling in words, not actions. Be specific. Deal with only one issue at a time. No "hitting below the belt." Avoid accusations. Don't generalize. Avoid exaggerating. Don't stockpile. Avoid clamming up.
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