Leadership & Management

Topic: Conflict Resolution &

Management

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 Objectives

 Define conflict
 Discuss the positive & negative aspects of
conflict
 Explain causes of conflict
 Describe different techniques of conflict
resolution

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 Conflict
• “It is consequence of
real or perceived
differences in mutually
exclusive goals , values
ideas, attitudes,
belief , feelings or
actions between
individuals or groups .”

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Types of conflict

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 Types of conflict

1. (Intrapersonal conflict )within one individual

2. (Interpersonal conflict) between two or more
individuals
3. (Intragroup conflict) within one group
4. (Intergroup conflict)between two or more
groups

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 Causes of conflicts

o Misperceptions
o Values and belief
o Competition for resources
o Interdependence of work
o Desire for power
o Role conflicts
o Poor communication
o Prejudice and intolerance

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 Positive aspects of conflicts

• Increase creativity and innovation

• Increase cohesion and involvement of people
• Increase motivation
• Make people aware about the challenges of
organization
• Allow healthy release of feelings

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 Negative aspects of conflicts

• Decrease in Productivity
• Employees Turnover
• Wastage of Time and Resources
• Negative emotions block communication among
people
• Group cohesion disrupted
• Mental well being is threatened

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 Interprofessional Conflict
• Working in high-stress jobs, nurses often have
conflicts with other health care professionals,
administrators, or coworkers.
• The nurse manager can teach staff how to handle
interprofessional conversations to advocate for the
patient, explaining the following:
 Use facts to support your point
 Speak from the vantage point of the patient
 Explain what will best help the patient
 Do not inject what you personally want

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 Conflict resolution
• “Conflict resolution is a way for two or more parties to find a peaceful solution to a disagreement among them. The
disagreement may be personal, financial, political, or emotional.”

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Conflict responses/ Techniques or
strategies/ conflicts handling methods

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 Techniques ………….
• Confrontation is considered the most effective means
for resolving conflicts. This is a problem oriented
technique in which the conflict is brought out into the
open and attempts are made to resolve it through
knowledge and reason. Facts should be used to identify
the problem.
• Example : “This is the third time this week that you
have not been here for report. According to hospital
policy, you are expected to be changed, scrubbed, and
ready for report in the lounge at 7:00 a.m.” is an
example.

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 Conti………

• Negotiation involves give-and-take on various

issues among the parties. Its purpose is to
achieve agreement even though consensus will
never be reached. Therefore, the best solution
is not often achieved.
• Collaboration implies mutual attention to the
problem, in which the talents of all parties are
used. In collaboration, the focus is on solving
the problem, not defeating the opponent.

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 Conti……….

• Compromise is used to divide the rewards

between both parties. Neither gets what she or
hewants. Compromise can serve as a backup to
resolve conflict when collaboration is ineffective.
• Competing is an all-out effort to win, regardless
of the cost.
• Accommodating is an unassertive, cooperative
tactic used when individuals neglect their own
concerns in favor of others’ concerns.

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 CONFLICT RESOLUTION TECHNIQUES

• AVOIDANCE
• COMPROMISE
• NEGOTIATION
• WITHDRAWING
• COLLABORATE
• ACCOMMODATE

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 Filley’s Strategies
• Filley (1975) identified three basic strategies for
dealing with conflict according to the outcome:
1. Win–lose
2. Lose–lose
3. Win–win
• 1.win–lose strategy, one party exerts dominance,
usually by power of authority, and the other party
submits and loses. Competing, and negotiating are
techniques likely to lead to win–lose competition.

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 Conti……………
• 2.In the lose–lose strategy, neither side wins. The
settlement reached is unsatisfactory to both sides.
Avoiding, withdrawing, may lead to lose–lose
outcomes .
• 3.The win–win strategy focuses on goals and attempt
to meet the needs of both parties. Two specific win–
win strategies are consensus ;involves attention to the
facts .The consensus decision is often superior. This
technique is most useful in a group setting because it is
opposite to the negative characteristics of win–lose
and lose–lose outcomes.

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 REFERENCE
• Sullivan, E. J., & Decker, P. J. (2009). Effective leadership
and management in nursing. Upper Saddle River, N.J:
Pearson Prentice Hall.
• Y.Hematram ,L. Khatijah , H.Faridah, (2011). Nursing
Management.Oxford University Press

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