The concept of “conflict management” - Conflictology (Kuzmina T.V.)

The third lesson of our training on conflict management is devoted to a very important and, it would not be an exaggeration to say, topical topic - conflict prevention and management.

Unlike the mostly theoretical material of the first two lessons, the information presented below will be useful not only for reading and comprehension, but also for direct application in practice.

Using the acquired knowledge will not be difficult for you, because... All of them are presented with the expectation of use in everyday life.

Concept and psychology

What is conflict management? In short, this is a targeted impact on minimizing the causes of conflict .

The behavior of the participants in the collision is being corrected and their goals are being changed.

To manage such a situation, you need to understand it, understand the sources of the problem .

When the main causes of contradictions have been found, you can look for solutions so that both parties are satisfied and no one is left offended.

Practice shows that the fewer participants in the conflict, the faster and easier the situation is resolved.

Experts say that to effectively manage a conflict, it is necessary to focus not on the personal qualities of the parties, character traits, but on the situation itself, which is why the clash happened.

It is important to understand what actually provoked the struggle and how it should be resolved.

Read about the types and causes of role conflicts here.

Recommendations for managing conflicts

Firstly. take into account the specifics of the development of the conflict. As a rule, all conflicts go through the following stages in their development:

• Disagreements arise.
• Tension in relationships increases.
• The subjects (or at least one of them) are aware of the conflict nature of the situation.
• There is a fact of conflict interaction, various methods of resolving the situation are used, which is accompanied by an increase or decrease in emotional intensity.
• The conflict is resolved.

If in the process of conflict interaction the participants behave adequately and rationally, going through all its stages in turn, then the conflict can be influenced. To resolve a conflict, it is necessary to eliminate its cause and restore normal relations.

That's why:

Coming to the end of this lesson, you will notice that many techniques are aimed at preventing and managing conflicts. The ones we talked about today take as a basis the principles of self-respect and awareness of one’s own desires, positions and needs. But you need to strive to respect not only what concerns you personally, but also what concerns the people around you. This is the only way we can make our lives less conflict and more harmonious.

, what does it include?

Conflict management includes:

1. Forecasting conflict situations. This allows you to identify the causes of the quarrel, assess functional activity and consider the development of the situation.
2. Collision warning. This aspect is aimed at preventing the occurrence of a conflict and identifying its main characteristics.
3. Conflict management. This is weakening the situation, limiting the quarrel, fading the emotional factor. This activity allows the parties to be more relaxed about what is happening.
4. Resolving the situation. This is a process in which it is possible to find a compromise and solve a problem. The parties reach an agreement and the conflict is resolved.

Every aspect of conflict management is equally important to resolve the situation.

Thanks to these points, the situation gradually fades away and loses relevance, and an effective solution to the problem is carried out.

Principles of conflict and stress management in an organization

Generally accepted principles of conflict management are:

1. Objectivity – an adequate assessment of the situation and a realistic perception of the conflict.
2. A specific situational approach – taking into account the different views of the parties and the sequence of development of the conflict.
3. Publicity – the necessary information is brought to the attention of interested parties.
4. Democracy – the social interests of the parties to the conflict are protected, actions are aimed at eliminating contradictions.
5. Systematicity – it is expected to influence the development of contradictions and search for ways of interaction.

Each principle is an integral part of resolving conflict situations. Their use is necessary for effective management of such processes.

Strategies and principles

Experts call the following conflict management technologies:

1. Informational . Includes eliminating the information gap in the conflict. False and distorted information is excluded.
2. Communication . Aimed at organizing communication between the parties. They begin to interact, a dialogue arises.
3. Socio-psychological . They are needed in order to reduce tension in the team and strengthen relationships. We are working with the informal leaders of the group.
4. Organizational . Personnel issues are resolved effectively and methods of reward and punishment are applied. It is possible to change the conditions of interaction between individuals.

In addition to technology, conflict management includes several strategies:

1. Regulatory .
   Resolves conflict on an ethical basis. The parties communicate according to accepted norms. This is a peaceful rivalry that does not tolerate violation of rules and established regulations. Plus, following the rules and regulations is a more important aspect than winning the encounter.
2. Realistic . It says that it will not be possible to avoid conflict, because a person has an inherent desire to dominate and possess certain values. The strategy says that a temporary truce is needed, which in the future can lead to the elimination of the conflict.
3. Idealistic . It is aimed at finding new common values ​​that would ensure the achievement of a compromise and help achieve mutual understanding. The implementation of such a strategy takes the conflict to a different plane when the parties manage to come to an agreement and solve the problems that have arisen.

Each strategy is effective. Having applied one of them, you can notice that the dynamics of the conflict have changed and began to fade away. Strategies in practice have proven their ability to eliminate various contradictions.

Interpersonal conflict, example of management

Interpersonal conflict is a divergence of interests between two or more people. Each side is trying to prove that it is right and resolve the dispute in its favor.

A striking example is a family conflict between husband and wife when they decide who will do the housework.

The wife may not have enough time to cook dinner or clean up, but the husband believes that this is entirely the wife's responsibility.

He doesn't want to help her, doesn't try to hear her.

One spouse does not understand the other, trying to prove that he is right. This is an interpersonal dispute .

There are several interpersonal methods of conflict management:

1. Avoiding a dispute. It happens when one of the parties tries to avoid the conflict and does not react to provocations.
2. Antialiasing . Creating peace and harmony through the understanding that the other side is not an enemy, but a loved one, worth establishing a relationship with.
3. Confrontation .
   The desire to impose one’s opinion at any cost, without being interested in the opinion of the opposition. The method is effective only if the other side can be convinced that it is right.
4. Compromise . Both sides were able to find a solution to the problem that suited them.
5. Cooperation . It is a process that involves exploring differences in views and beliefs. Despite their differences, the parties learn to get along and coexist peacefully.

Conflict management techniques in this video:

What causes social conflicts? You will find the opinion of experts on our website.

Conflict Prevention

Preventing (or forewarning) conflicts is an activity aimed at creating and strengthening special living conditions that help eliminate the possibility of conflicts themselves.

Conflict prevention measures can be taken by:

How effective conflict prevention efforts will be depends on a number of factors and obstacles encountered along the way. As a rule, in life it is not always possible to achieve the required result, which is due to reasons that are both subjective and objective.

Subjective reasons that prevent conflict prevention depend mainly on a person’s personal characteristics and his ability to predict the likely results of his actions.
EXAMPLE: There is a certain category of people who have the habit of diluting their leisure time (read: having fun) by consciously or unconsciously provoking conflicts with other people.
There are also people who experience a special kind of discomfort in everyday situations and gravitate toward stressful situations, thereby causing their occurrence. Qualities such as disrespect for others, boasting, rudeness, the desire to demonstrate superiority and others like them in any case serve as catalysts for problems for people and reduce the very possibility of preventing conflicts to a minimum. Objective reasons that impede the prevention of conflicts are characterized by the intervention of strangers in the situation and can be very diverse. Such obstacles include:

• Obstacles of a socio-psychological nature.

EXAMPLE: Usually, the interaction of people is built by them independently, and the intervention of outsiders is perceived as an intrusive influence and is considered undesirable.

• Obstacles of a moral nature.

EXAMPLE: Situations often arise when people view conflict as an exclusively private phenomenon. Here, forcing the parties to agree may simply be unethical.

• Legal obstacles.

EXAMPLE: Such phenomena as forcing a person to do something, infringement of individual rights can often arise from the best intentions. However, they may well be illegal and at odds with the law.

Any outside intervention in a conflict can occur and is possible only when the situation worsens, goes beyond the scope of personal or group interaction and transforms into a socially dangerous or socially significant phenomenon. In those cases where a conflict can be prevented, conflict prevention technology should be used.

Conflict Prevention Technology

Conflict prevention technology is a set of special techniques, as well as means and methods that influence both the pre-conflict situation and the subjects participating in it.

It is possible to influence a situation that may result in a conflict in the following areas:

The most effective method aimed at transforming reality according to the expectations of subjects and preventing a conflict situation can be called maintaining collaborative relationships, because in many cases, pre-conflict interaction between subjects is neutral and sometimes their cooperation is possible. For this reason, special attention should be paid not to destroy existing relationships, but also to support and strengthen their constructiveness.

Ways to develop and maintain cooperation

Among the ways to develop and maintain cooperation, there are several main ones:

• Psychological "stroking" . Its meaning is that it is necessary to constantly and consistently maintain a good mood, a friendly atmosphere, and positive emotions. This method allows for emotional relief, arousing a feeling of sympathy, and relieving tension, which will seriously complicate the emergence of a conflict.

EXAMPLE: Anniversaries, presentations, corporate events, trainings, etc.

• Psychological mood. This method implies a diverse and positive impact on the opponent.

EXAMPLE: Informing the opponent about possible changes in the situation, predicting the consequences and tuning in to them, jointly discussing possible results, etc.

• Sharing of merit. Most effective in a team environment. This method helps to neutralize envy, resentment, as well as other negative emotions and phenomena that can provoke conflict.

EXAMPLE: All results and merits are divided among all team members (work participants). This happens even if the majority of the credit belongs to one person.

• Elimination of social discrimination. In other words, support for equal social status of subjects.

EXAMPLE: The inadmissibility of any kind of superiority of any of the subjects over another/others, the inadmissibility of differentiation and emphasizing differences between people.

• Mutual complement. The essence of the method is to create conditions and situations in which it is necessary to use the opponent’s traits, characteristics, abilities, etc. in joint interaction. - everything that one of the subjects does not possess. In this way, you can easily avoid conflict situations, make relationships stronger and at the same time benefit for yourself.

EXAMPLE: Joint completion of tasks and implementation of projects, sports competitions, team games, etc.

• Preserving the partner's reputation. The main idea here is the postulate: “A competitor is not necessarily an enemy.” Any opponent can be worthy of respectful treatment.

EXAMPLE: Emphasizing the authority and status of the opponent as one’s own; focusing on the positive qualities of the opponent, etc.

• Practical empathy . This method is a psychological adjustment to the opponent, and is also expressed in non-aggression, the absence of groundless hostility.

EXAMPLE: Putting yourself in the position of a partner, understanding his problems and difficulties, projecting his situation onto himself, expressing sympathy, and being ready to help.

• Agreement. The presented method can be characterized as involving a potential rival in your business, introducing him to the course of events, which helps eliminate conflicting interests and creates common ones.

EXAMPLE: Negotiations, official and informal meetings aimed at finding compromises and mutually beneficial conditions, refusal to fight.

The above methods are ideal for use in practice and are actively used by both ordinary people and specialists in the field of communication and conflict management. They can be used in absolutely any area of ​​life and activity, from family life and relationships with friends, to professional activities and relationships with business partners.

In addition to the first part, it is also worth mentioning the regulatory procedures for resolving conflict situations.

Regulatory procedures for resolving conflict situations

Regulatory procedures for resolving conflict situations imply special mechanisms aimed at regulating conflicts and pre-conflict situations with the assistance of political, religious, moral, legal and other types of norms.

The effectiveness of such conflict prevention procedures depends on the attitude of society and various government agencies to existing norms and the consistency of their implementation.

The difference between the normative regulation of conflicts and similar institutions operating temporarily is that they make the system more stable and determine the procedure for the development and resolution of conflict situations in its long-term aspect.

EXAMPLE: In order to prevent conflict situations in many countries today, the practice of including in official documents (treaties, agreements, etc.) concluded between organizations and/or people and other organizations, special clauses, which stipulate in detail the behavior of subjects in the event of any kind of controversial situations. In addition, this not only makes it possible to regulate the behavior of subjects, but also prevents the occurrence of spontaneous conflicts and keeps subjects from rash actions.

But no matter what the prospects are, no matter what methods of preventing conflicts are used by the people involved in the interaction, the likelihood of a conflict situation arising is very high, as can be judged at least by news reports, strained relations between states, and simply by pictures from our real life . And in cases where it is no longer possible to prevent a conflict, conflict management methods come to the rescue.

On this note, we, in fact, move on to the second part of our lesson.

Organizational conflict, features of resolution

An organizational conflict is a clash between two or more parties.

Disagreements are caused by divergent views, aspirations and beliefs.

The structural features of the organization and its interaction with other organizations are violated. The subjects are the organization's administration, managers, personnel, and subordinates.

An example would be innovation in an organization. The manager demands that his subordinates follow new rules, and they oppose such demands.

The manager and subordinates do not understand each other, their views on what is happening differ. Work within the organization is disrupted. It is losing its position at the inter-organizational level. This is an organizational conflict.

Organizational and managerial conflict is a clash of interests between members of the management organization, managers and performers.

There are several methods for managing conflicts in an organization:

1. Clarification of job requirements . The boss must carefully explain his requirements, tell what they are aimed at, what goals are being pursued.
2. Coordination . All mechanisms must work harmoniously, and decisions must be made together, each link must perform equally.
3. Organizational goals . It should be explained to subordinates that goals are achieved through common efforts.
4. Rewards . Specialists should be encouraged and praised for the work they do.

Structural methods

Structural methods are aimed at preventing and resolving disputes and clashes. These include:

1. Methods associated with the use of one's position . For example, a boss uses orders and instructions to manage and change work in a team.
2. Methods associated with eliminating parts of an organization or reducing their functionality. It happens in large teams when, to resolve a conflict, the aspects that caused the dispute are eliminated.
3. Methods related to strengthening work between certain parties. For example, for effective interaction, spouses draw up a plan in advance for doing housework so that it is done alternately.
4. Methods that involve the introduction of an integration mechanism. A curator or coordinator is selected for the work of the parties and their interaction. In interpersonal conflicts, these are mediators, common friends who help the parties communicate and coexist in peace.

A striking example of conflict management in management, assigning a bonus for work performed.

If two competitors appear and they are actively fighting each other for the award, you can either appoint a curator who will help the parties agree and divide the award, or the award is cancelled.

Then, along with the elimination of the cause of the conflict, the dispute itself will disappear, the participants will stop quarreling.

Another example is the interaction of spouses . If they constantly argue over household chores, you can work out a work plan so that they take turns doing tasks.

Then there will be no misunderstandings or disputes about who should do the work and when. Everyone will equally carry out certain actions. This is strengthening the work and interaction between the parties.

How to resolve intrapersonal conflict? Expert advice to help you!