From Conflict To Opportunity

A Guide to Understanding and Managing Workplace Conflict

By James A. Cram and Richard K. MacWilliams

Table of Contents

Preface
Introduction
Chapter One: The Cost of Conflict
Introduction
An Unrecognized Cost
Understanding the Effects of Unresolved Conflict
First Order Effects
Second Order Effects
Third Order Effects
Consequences
The Economic Backlash
Estimating the Financial Cost
Summary
Publications
Chapter Two: The Roots of Conflict
Introduction
Conflict Myths
Values, Assumptions and Attitudes
Socialization
Values and Perception
Assumptions
Attitudes
Affiliation
The Stimulus-Reaction-Response Mechanism
Defensive Behaviors
Denial
Rationalization
Projection
Other Defensive Behaviors
Anger
The Positional Barrier
Interests
Issues
Boundaries
Boundary Violations
Establishing Boundaries
Cycles of Conflict
The Negative Cycle
The Positive Cycle
Summary
Publications
Chapter Three: Conflict in the Workplace
Introduction
Conflict as Process
Antecedents of Conflict
The Conflict Recognized
Addressing the Conflict
The Aftermath
Sources of Workplace Conflict
Organizational Problems
Unclear Goals, Conflicting Goals, Lack of Resources, Growth & Poorly Managed Change
Interpersonal Problems
Values and Perceptions - Cultural Differences - Personal Differences -Difficult Personalities
Responses to Conflict
Avoidance
Accommodation
Competition
Compromise
Collaboration
Dysfunctional Responses
Avoid, then overreact - Avoid, then sabotage - Indirect or unclear communication
Power plays - Blind-siding - Championing
Power
Sources of Power
Power in Conflicts
Balancing Power
Categories of Organizational Conflict
Boundaries in the Workplace
Elements of Professional Boundaries
Common Boundary Violations in the Workplace
Serious Violations
Publications
Chapter Four: Cultural Influences on Organizational Conflict
Introduction
The Importance of Diversity
Dimensions of Diversity
Conflict Within and Between Cultures in Organizations
Cultural Influences on an International Level
Cultural Influences on Conflict Resolution Strategies
A Case Study
Summary
Publications
Chapter Five: Managing Conflict in Organizations
Introduction
Planning a Conflict Management Program
Analyzing the Problem
Analyzing the Organization
Structure - Culture
Determining Needs
Designing the Program
Key Personnel Assignments
Policies and Procedures
Communication
Training
Conflict Resolution Options
The strategic Path
Option 1: Individual Intervention
Option 2: Independent Negotiation
Positional Negotiation - Principled Negotiation
Option 3: Mediation
The Five Stages of Mediation
Option 4: Arbitration
Avoidance and Acquiescence
Other Resolution Options
Peer Reviews - Ombudsman - Convener - Peacemaker - Facilitator
Reaching & Documenting an Agreement
Implementing the Program
Dealing With Resistance
Unclear reasons for the program
Misunderstanding the basic concepts
Employees are left out of the loop
"Oh no, not another program!"
"But we’ve always done it this way."
Assessment
Organizational Culture and Success
A Sample Conflict Management Program
Summary
Publications
Appendices
I. Resource Organizations
II. A Case Study: XYZ Corp.
III. The Consensus Process
IV. Content and Process Interventions