Conflict Resolution

I. INTRODUCTION

Conflict is when two or more people come together with an aligned goal, a team is formed. This team is comprised of members, each with his own plan of action to best achieve the task at hand. Many times one member believes that his point of view is the most correct or most efficient, while another member of the team may disagree, offering her idea as best. When one individual challenges another, conflict is born. This is a very basic example, and only one type of conflict is addressed. In reality, there are several types of conflict; some positive, some negative. The sources of conflict are as varied as each member's own personality style. Humans differ in countless ways. These differences contribute to the strength of team members. Each personality brings with it a different interaction and different communication styles, ideas, and varying levels of creativity. With each difference the possibility of conflict increases. Once conflict is encountered, resolution is vital so that the team can again focus on its common goal. Knowing what types of conflicts you will encounter will help you deal with issues when they arise.

II. TYPES OF CONFLICT

There are two types of conflicts, positive and negative:

Positive conflict, although most often referred to negatively, can also positively contribute to the overall performance of the team. Conflict is positive if the team's ability to perform is improved. This can be through increased involvement and better communication. Once resolved, the conflict may have allowed the members of the team to better understand each other, because they have had the opportunity to communicate beyond trivial pleasantries. Another positive outcome for a team that has worked through their conflicts is increased confidence and team cohesion. When an individual engages in conflict, they usually emerge stronger, no matter the outcome. The challenge alone builds confidence. A more confident team member will inevitably be more assertive, strengthening the team even further. [1]

Negative conflict, though sometimes favorable, is antagonistic by definition, so the negative types cannot be overlooked. If unresolved, this conflict can sabotage the team's ability to function effectively. One problem arises when one member of the team feels that their opinion is not given equal weight when compared to other team members. This can discourage the individual from giving opinions in the future, which is not helpful to the team and can even lead to further conflicts and may result in low self esteem. Negative conflict can also occur when team members cannot put aside their difference in personality and cause personality clashes. The differences in personality styles are infinite, and among them are the types that can embrace these differences. Unfortunately, other types cannot accept even the slightest inconsistency. These clashes can slow down or even halt the team's progress. As we become aware of the types of conflicts we face, and the ability to understand how they affect our lives, there is also a need to understand where the root causes of the conflict stem from. Conflict arises from a multitude of sources that reflect our differences: personality, values, ideologies, religion, culture, race, and behavior. It also arises from simple miscommunication. [1]

III. Sources of Conflict

Sources for team conflict can come from many avenues, one of the most prevalent examples that our study will show is based on different values. Our different values are beliefs or principles we consider to be very important. Serious conflicts arise when people hold incompatible values or when values are not clear. Conflicts also arise when one party refuses to accept the fact that the other party holds something as a value rather than a preference. We must learn to understand and cope with our differences in lifestyles and choices if we are going to achieve a sense of unity a team environment. Another source of conflict that our study points out is that a great amount of our issues generate from just simple misunderstanding.

All communication has two parts: a sender and a receiver. The sender has a message he or she intends to transmit. The message is put into words, which, to her/him, best reflect what they are thinking. But many things can intervene to prevent the intended message from being received accurately. Cultural differences increase the likelihood of misunderstanding as well. If people speak different languages, the danger of bad translation is obvious. But even if people speak the same language, they may communicate in different ways.

In conflict situations, avoiding misunderstanding takes a lot of effort. Roger Fisher and William Ury list four skills that can improve communication in conflict situations.

1. Active listening - The goal of active listening, they say, is to understand your opponent as well as you understand yourself. Pay close attention to what the other side is saying. Ask the opponent to clarify or repeat anything that is unclear or seems unreasonable (maybe it isn't, but you are interpreting it wrong).

2. Speak directly to your teammate - This is not considered appropriate in some cultures, but when permitted, it helps to increase understanding. Avoid being distracted by others, or by other things going on in the same room. Focus on what you have to say, and on saying it in a way that your opponent can understand.

3. Speak about yourself not about your opponent - Describe your own feelings and perceptions, rather than focusing on your opponent's motives, misdeeds, or failings. By saying, "I felt let down," rather than "You broke your promise," you will convey the same information, in a way that does not provoke a defensive or hostile reaction from your opponent. This makes it easier for the other side to help solve the problem, without having to admit they were wrong.

4. Fisher and Ury's fourth rule is "speak for a purpose" - Too much communication can be counterproductive, they warn. Before you make a significant statement, pause and consider what you want to communicate, why you want to communicate that, and how you can do it in the clearest possible way. Identifying where the sources of conflict generate from is paramount to dealing with the issue, however once the knowledge has been gained of there must be a plan of action to try to eliminate the problem in its entirety. There are a variety of strategies available for dealing with conflicts. We can develop skills to help implement these strategies by knowing the basic ways to conflict resolution.

IV. Conflict