Conflict Management

Conflict Management Dr. Ghaiath M. Abas, MBBS FMOH-DGHPD

Conflict • “You have to transform the conflict, not let it explode into violence nor suppress it”. "Gandhi: • “Give the conflict back to the people - they are the best ones to solve it” Niels Christie: Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

In this presentation • Conflict philosophy • definition of conflict • The differences between "competition" and "conflict" • Common causes of conflict • How to identify signs and stages of conflict • How to manage and resolve conflict situations • Conflict prevention Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

Conflict philosophy: • Conflicts exist always, and everywhere • Conflicts are a socially constructed reality • The destructive element of a conflict is not inevitable Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

What’s Conflict? • Conflicts are disagreements between two (or more) individuals that create tension in one or more individuals Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

"competition" or "conflict”? • "Competition" usually brings out the best in people, as they strive to be top in their field, whether in sport, community affairs, politics or work. • When competition becomes unfriendly or bitter, though, conflict can begin - and this can bring out the worst in people Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

Common causes of conflict • scarcity of resources (finance, equipment, facilities, etc) • different attitudes, values or perceptions • disagreements about needs, goals, priorities and interests • poor communication • poor or inadequate organisational structure • lack of teamwork • lack of clarity in roles and responsibilities Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

Conflicts come in three main types: • intrapersonal • Interpersonal • Iinter-group Each of the three conflict types builds upon one another to create the final problem Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

Conflict between individual • People have differing styles of communication, ambitions, political or religious views and different cultural backgrounds Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

Conflict between groups of people • Whenever people form groups, they tend to emphasise the things that make their group "better than" or "different from" other groups Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

Conflict within a group of people • Even within one organisation or team, conflict can arise from the individual differences or ambitions mentioned earlier; or from rivalry between sub-groups or factions. Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

Team development stages Forming Closing Storming Performing Norming Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

Factors influencing team building/effectiveness Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

"Disputes of right" and "disputes of interest“… • "disputes of right", where people or groups are entitled by law, by contract, by previous agreement or by established practice to certain rights. • A dispute of rights is, therefore, usually settled by legal decision or arbitration and not by negotiation Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

"Disputes of right" and "disputes of interest“…cont. • "disputes of interest", where the conflict may be a matter of opinion, such as where a person or group is entitled to some resources or privileges (such as access to property, better working conditions, etc). • Because there is no established law or right, a dispute of interest will usually be solved through collective bargaining or negotiation Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

Signs of conflict between individuals • colleagues not speaking to each other or ignoring each other • contradicting and bad-mouthing one another • deliberately undermining or not co-operating with each other, to the downfall of the team Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

Signs of conflict between groups of people • cliques or factions meeting to discuss issues separately, when they affect the whole organisation • one group being left out of organising an event which should include everybody • groups using threatening slogans or symbols to show that their group is right and the others are wrong Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

The four steps to conflict resolution Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

How to manage and resolve conflict situations? Collective bargaining: • it is necessary to have agreed mechanisms to collectively discuss and resolve issues • that this is far better than avoidance or withdrawal, and puts democratic processes in place to achieve "integrative problem solving" Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

How to manage and resolve conflict situations…cont. Conciliation • "the act of procuring good will or inducing a friendly feeling" • This is usually attempted before the more serious step of a strike by workers or a lock-out by management is taken Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

GROUND RULES FOR EFFECTIVE CONFLICT RESOLUTION • Keep interactions respectful, even when feeling frustrated or hurt. • Maintain emotional control, even when feeling angry. • Keep interactions on "hot topics" within a structured process. • Using formalized process, e.g. a planned negotiation, or mediation • Show a willingness to understand. If others feel understood and acknowledged, they are more likely to collaborate Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

GROUND RULES FOR EFFECTIVE CONFLICT RESOLUTION • Communicate honestly and openly. • Be as objective as possible. Avoid speculation, rumors, and assumptions. • Express concerns in a constructive manner. • Focus on future solutions rather than past blame. • Look for solutions that meet everyone's needs; find common ground or shared interests. Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

Conflict prevention • Avoid confrontation sometimes • Force your opinion sometimes in order to move forward • Bend off sometimes • Compromise • Assess level of satisfaction in the group with a decision • Put your self in others place • Be including – as for other peoples input Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

Conflict prevention…cont. • Listen actively • Let people finish talking – don’t interrupt • Be respectful to other people and other opinions • Be aware of your body language – what are you signalling • Demonstrate good will • Have a positive attitude • Be flexible • Give constructive critic / feedback Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

Ways to hurt people: • Refuse to listen • Refuse to realise that the other has more information to base her opinion on than you • Rude or aggressive behaviour leading to a “fight or flight” situation • Intentional attempts to hurt, blame, threaten, mock or otherwise offend Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

References & Suggested Readings • Presentation on Conflict Management. CBS by Dr. Maysoon Altigani. • http://www.crnhq.org/ • http://www.ohrd.wisc.edu/onlinetraining/resolution/index.asp • http://www.conflictresolution.com/ Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

THANKS FOR YOUR TIME AND ATTENTION Any Questions Please! Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

Conflict Management