Managing Team Conflict Assertively/Responsibly Flashcards Preview

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Flashcards in Managing Team Conflict Assertively/Responsibly Deck (16):

What is conflict?

“Conflict may be viewed as a feeling, a disagreement, a real or perceived incompatibility of interests, inconsistent world views or a set of behaviors.”


What happens when we address conflict effectively?

improves interpersonal relationships
can promote organizational growth


What are the four categories of conflict?

1. Facts
2. Methods
3. Goals
4. Values


Conflict: Facts

differences regarding data, resolve by seeking info from reliable sources


Conflict: Methods

differences about how to do something, acknowledging that more than one path may bring success, establish criteria for method selection


Conflict: Goals

differences about desired outcomes, try to find common concerns/goals which redefines the issue and gives more opportunity for problem solving


Conflict: Values

most complex differences, takes motivation to work through value differences, avoid stating the other person is wrong, find compatible goals


Forms of Conflict

Intrapersonal- within one person
Interpersonal-between people
Intragroup-within an established group
Intergroup-between groups


Conflict Resolution: Win-Win

assertive & responsible, creative approaches result in unique resolution


Conflict Resolution: Lose-Win

let others resolve the conflict at your expense, non-assertive and irresponsible


Conflict Resolution: Win-Lose

resolve the issue at the expense of others, aggressive and irresponsible


Conflict Resolution Tips

1. Consider what outcomes are needed instead of how to handle it.
2. All affected need to be involved in resolving it.
3. Describe the conflict using actual data. Which category is involved (facts, methods, goals, values).
4. Identify differences between parties involved.
5. See it from the other person’s point of view.
6. Brainstorm for ideas without judgment.
7. Select the best solution.
8. Reach an agreement.
9. Plan who, what, where, when to take action.
10. Evaluate the process and product.


Multigenerational Team: Traditionalist

pre 1944, work ethic, nursing as a calling, value discipline & respect. Good at attention to detail & best use of resources.


Multigenerational Team: Boomers

1944-1960, idealists, inner directed, raised permissively, self absorbed, nursing as a profession. Good at consensus building & mentoring.


Multigenerational Team: Generation X

1961-1980-free agents build skills for marketability, want balance and respect for their personal priorities, raised in families both parents working. Good with entrepreneural spirit and technology skills.


Multigenerational Team: Net/Millenial Generation

1981-2000, raised with digital technology & multiculturalism, childhood protected with family supported by before & after school programs, nursing is a job that should have cutting edge technology and quick response to problems. Good with cultural differences and technology.