Conflict management Dimitrina Kamenova VUM, Bulgaria Silvia Koleva Department for modern methods of education

Transcription

1 International Week for the field of Business and Services Tampere, Finland Conflict management Dimitrina Kamenova VUM, Bulgaria Silvia Koleva Department for modern methods of education

2 The Presentation Plan 1) Why modern manager must manage conflicts? 2) What are the causes of conflicts in the organization? 3) Is there positive functions of the conflict? 4) What are the stages of escalation of the conflict? 5) What are the main styles of management of conflicts?

3 Would you want to deal with conflicts? But would you want to deal with conflict management?

4 Expectations: the participants will develop the following skills: to detect conflicts and to differ them by type; to analyze the various types of conflicts; to do diagnostics of a conflict; to manage conflict situations; to play the role of a mediator; to predict the emergence of conflicts; to consult and teach others by using conflict management and etc.

5 You will achieve change in yourself because: You will get rid of frustration; You will gain greater self-confidence; You will increase professional power; You will expand your capabilities as an expert in conflict transformation; You will be better with people and the environment.

6 What is frustration? Frustration /from lat. Frustra `in vain` / - mental state as a result of unsuccessful action, unmet target or unsatisfied desire.

7 What is a conflict? The conflict is a situation of a clash between at least two opposing sides with diametrically different interests, views, values or a shortage of resources.

8 6 reasons for conflicts in the organization: Interdependence between tasks differences in goals differences in perceptions and values unfair distribution of resources poor communication differences in life experience and style of behavior

9 Negative functions of conflict The Participation in conflict and the elimination of its consequences causes loss of resources: Emotional; Inventories; Time and etc.

10 Positive functions of the conflict Source of Development Signal of change Creates an opportunity for cohesion Recovers relationships Expands the knowledge Maintains a sense of reality to the outside world Energizes people and organizations Motivates people to look for new paths Creates a meaning for life etc.

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12 Task 1: Read the case! 6 min. Read the case study! Everyone receives a plate to be sticked on their back with a number from one to nine, as each number corresponds to the stage of the conflict escalation model. Each of you has to turn to the right and write a statement related to the number on the plate and the situation. Note the case and the stage of escalation of the conflict! Read the statements and stick the plates to the board.

13 Task 2: Anyone can read what he had written his neighbor! Let everyone in order to go out and execute written reply. All we clap to celebrate true reply to the stage of escalation! Anyone who has met reply glued against the number of stages of escalation on the board!

14 Conflict management is activity for Eliminating or minimizing the causes of the conflict Correcting the behavior of the participants in the conflict Maintaining the necessary level of conflict for achieving change, but without exceeding limits that can be controlled.

15 What is Effective Conflict Management? J. Galtung (famous Norwegian conflictologist) says that for the most important are considered the values that are directly related to the basic human needs: survival - welfare - freedom - identity. They are not negotiable! Effective Conflict Management builds a bridge between the most important values and the legitimate goals.

16 There are 5 styles of conflict management Adaptation Violence Compromise Cooperation Escape Each style is symbolized with one animal!

17 Task 3: Determine which animal symbolizes which style? 3 min. Teddy Bear? Shark? Owl? Turtle? Fox? Adaptation Violence Compromise Cooperation Escape

18 The 5 styles of conflict management Adaptation Violence Compromise Cooperation Escape

19 Task 4: Come to play pantomime, please! Choose your usual style of conflict resolution! Choose one of the participants! Show them by pantomime the chosen style of conflict resolution! The chosen participant has to guess the style! Switch places! Now let them show their chosen style! Everyone has to take a turn!

20 Task 5: Answer the questions! 1) Is there a conflict arising in this situation? Or conflicts? 2) What are the types of conflicts? - Interpersonal and intrapersonal; between individual and group, inter-group conflict. 3) How will they settle? 4) Which style would you use if you were the hotel manager?

21 Case study: How did this happen? Juliana is a colleague and a friend of Ivelina. Both work at the reception of Moon Hotel. The difference between them is that Ivelina is the only one responsible for providing beach towels for the guests and collecting the fee. Every night Ivelina must present the list and the money collected during the day to the next receptionist on duty. Yesterday, in the morning the front office manager Milen tells her that there are 50 Euros missing. He wants her to recover it. The day before yesterday at 7PM Ivelina gave the list and 320 Euros to Nona, her colleague, like usually with a signature. Nona is already creating a group among the receptionists in her defense. But Juliana is determined to lead Ivelina s defense. She thinks that it is difficult to influence the anger in others. Yet everyone feels badly at their workplace! But the truth must come out! "It seems that the best thing is first to talk to the manager" - thinks Juliana.

22 Case study: How did this happen? Carla is a colleague and a friend of Adelin. Both work at the reception of Moon Hotel. The difference between them is that Adelin is the only one responsible for providing beach towels for the guests and collecting the fee. Every night Adelin must present the list and the money collected during the day to the next receptionist on duty. Yesterday, in the morning Gerda the front office manager tells her that there are 50 Euros missing. Gerda wants her to recover it. The day before yesterday at 7PM Adelin gave the list and 320 Euros to Essi, her colleague, like usually with a signature. Essi is already creating a group among the receptionists in her defense. But Carla is determined to lead Adelin s defense. She thinks that it is difficult to influence the anger in others. Yet everyone feels badly at their workplace! But the truth must come out! "It seems that the best thing is first to talk to the manager" - thinks Carla.

23 Answer the questions! Is it possible for similar situation to arise in a Finnish hotel? What type is the main conflict? Discuss in the group do you think Carla s actions are correct? What other methods would you use?