Conflict Resolution

Question 1

What is conflict?

Answer 1

Conflict is the negative energy that builds up when individuals or groups of people pursue incompatible goals in their drive to meet their needs and interests

Question 2

What are the types of conflict?

Answer 2

1. Functional - support the goals of a group and improves its performance
2. Dysfunctional – conflict that hinders group performance

Question 3

What are the 3 levels conflict can occur under?

Answer 3

1. Individual level- intra individual conflict
2. Interpersonal level- interpersonal conflict
3. Group or organisational level

Question 4

What is intra individual conflict?

Answer 4

Within every individual they are usually:
1. A number of competing needs and roles
2. Barriers that can occur between the drive and the goal
3. Both positive and negative aspects attached to desired goals

Question 5

What re the causes of interpersonal conflict?

Answer 5

A perceived breach of faith and trust between individuals
Unresolved disagreement that has escalated to an emotional level
Miscommunication leading to unclear expectations
Personality crashes- personal differences
Differences in acquired values
Underlying stress and tension
Ego problems

Question 6

What is the Johari window?

Answer 6

used to analyse interpersonal conflict

Question 7

Describe the Johari window?

Answer 7

1. open - known to others and known to self
2. blind - known to others and not known to self
3. hidden - not known to others and known to self
4. unknown - not known to others and not known to self

Question 8

What is the importance of the Johari window?

Answer 8

1. Points out possible interpersonal styles
2. Can be used to sort out possible interpersonal conflict situations
   E.g. To decrease blind self- look for feedback from other people

Question 9

What are the common causes of intergroup conflicts?

Answer 9

Goal variances
Differences in perceptions
Competition for resources
Status struggle

Question 10

What are the effects of conflict?

Answer 10

Avoidance
Inability to work together
Verbal assault
Resentment
- This causes a great degree of discomfort, anger, frustration, sadness and pain

Question 11

Is conflict good?

Answer 11

A certain degree of conflict is a healthy sign
Too much conflict; communication problems
No conflict; disinterest amongst the members of the group and lack of input
Arises from unclear aims and objectives
Don’t make disagreements personal
Conflict can help to improve the level of quality

Question 12

What are the 7 steps to conflict resolution?