Mazda Training manual — part 159

Conflict Management

Curriculum Training

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4. Conflict

Management

By the end of this session you will have:
• examined the causes of conflict
• discovered your own attitudes to dealing with conflict
• reviewed the skill of assertiveness and its use in handling conflict situations
• discussed problem solving strategies
• examined the causes of stress and how best to deal with them.

4.1

The Causes of Conflict

FIRSTLY:

What is the difference between a complaint and conflict?

• A complaint occurs when someone expresses dissatisfaction with the service you have

provided.

It is often given in a calm and civil way that simply expresses the hope that the matter
will be corrected.

• Conflict is when an argument escalates into hostility, either verbal or physical.

There is friction and antagonism which cannot be handled so easily.

Why do you think some complaints turn to conflict?

What is it about some situations that makes them escalate into conflict?

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4.2

Your Attitude to Conflict

We all have our own ways to deal with any conflict we face, ranging from meeting it head-
on to ignoring it and hoping it will go away.

What is your way of handling it?

Complete the following questionnaire.

AC12 – DEALING WITH CONFLICT

Think of conflict situations that your encounter at work.

These will be situations where you find that your wishes differ from those of another person.

How do you usually respond in these situations?

Consider each of the following 30 pairs of statements and select, by circling A or B, the
statement which most closely describes your normal behaviour.

In many cases, neither the A nor the B statement may describe your typical behaviour – but
select the statement which most closely matches what you would do.

1

A

There are times when I let others take responsibility for solving problems

B

Rather than negotiate the things on which we disagree, I try to stress the things upon
which we agree

2

A

I try to find a compromise solution

B

I attempt to deal with all my concerns and those of other people

3

A

I am usually firm in pursuing my goals

B

I might try to soothe the other’s feelings and preserve our relationship

4

A

I try to find a compromise solution

B

I sometimes sacrifice my own wishes for those of other people

5

A

I consistently seek other people’s help in working out a solution

B

I try to do what is necessary to avoid useless tensions

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6

A

I try to avoid unpleasantness for myself

B

I try to win my position

7

A

I try to postpone the issue until I have had time to think it over

B

I will give up some points in exchange for others

8

A

I am usually firm in pursuing my goals

B

I attempt to get all concerns and issues immediately into the open

9

A

I feel that differences are not always worth worrying about

B

I make some effort to get my way

10

A

I am firm in pursuing my goals

B

I try to find a compromise solution

11

A

I attempt to get all concerns and issues immediately into the open

B

I might try to soothe the other’s feelings and preserve our relationship

12

A

I sometimes avoid taking positions which would create controversy

B

I will let them have some of their positions if they will let me have some of mine

13

A

I propose a middle ground

B

I press to get my points made

14

A

I tell the other person my ideas and ask them for theirs

B

I try to show the other person the logic and benefits of my position

15

A

I try to soothe the other’s feelings and preserve our relationship

B

I try to do what is necessary to avoid tensions

16

A

I try not to hurt the other’s feelings

B

I try to convince the other person of the merits of my position

17

A

I am usually firm in pursuing my goals

B

I try to do what is necessary to avoid useless tensions

18

A

If it makes the other happy, I might let them maintain their views

B

I will let them have some of their positions if they will let me have some of mine

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19

A

I attempt to get all concerns and issues immediately into the open

B

I try to postpone the issue until I have had time to think it over

20

A

I attempt to immediately work through our differences

B

I try to find a fair combination of gains and losses for both of us

21

A

In approaching negotiations, I try to be considerate of the other person’s views

B

I always lean towards a direct discussion of the problem

22

A

I try to find a position that is intermediate between their views and mine

B

I am assertive

23

A

I am very often concerned with satisfying all our wishes

B

There are times when I let others take responsibility for solving the problem

24

A

If the other’s position seems very important to them, I would try to meet their wishes

B

I try to get the other person to settle for a compromise

25

A

I try to show the other person the logic and benefits of my position

B

In approaching negotiations, I try to be considerate of the other person’s views

26

A

I propose a middle ground

B

I am nearly always concerned with satisfying all our wishes

27

A

I sometimes avoid taking positions which would create controversy

B

If it makes them happy, I might let them maintain their views

28

A

I am usually firm in pursuing my goals

B

I usually seek the other person’s help in working out a solution

29

A

I propose a middle ground

B

I feel that differences are not always worth worrying about

30

A

I try not to hurt others’ feelings

B

I always share the problem with the other person so we can work it out