Summary of Conflict Management (C) 1989, 1986, 1993 Vasos-Peter John Panagiotopoulos II Marions Panyaught Consultancy of Samani Intl Enpses [Reproduce freely if in entirety. TLX (23) 6503536867] - - - - - - - POWER:Reward, coercive, expert, referent, legitimate (use or lose) Compete for resources, energy, influence Shared goals/values (mainstream) -- force/need cooperation to accopmlish Verbal indications of displeasure ... jokes - indirect Set/ID/repeat goals/dealine/criteria/agenda - commitmt - burdn for action Contin harrassment;Isolate/castig polarising militants;show won't take it Giving lower people a bad name in the eyes of higher managers Emph similarities & interpers forces contrib'g to confl;Anger=frustration Show listeng (nod,cup ear,limbs uncrossed,look at nose) but not nec agree Distance: 2 ft = personal space, 5 ft = casual, 12 ft = social Do not ignore cultural, "body language", dialect differences. Widely circulated memos to the one being influenced with courtesy copies to powerful others likely to agree with you Reduce unrealistic stereotypes of opponents' villainy & own victimisation Do not require justify feelings, don't express self-oriented need Displace unrealistic expectns to adapt to project maturity & power shifts Powerful will often deny legitimacy of changes reducing their power Prestige power;trustworthy info exchange & superordinate goals Fractionate issues to reduce conflict, merge to increase conflict Construct solutions that include both perspectives, encourage alternatives Praise truthfully,unexpectedly; Soften disagreeables; No one admits wrong. Don't complain - suggest solution instead. Unite(agree) vs vote(divide) Bargain: Prepare, argue, signal, propose, package, bargain, close, agree. Arbit: Calm, data, common, listen, claim, rebut, flex, issues, summarise. Problemsolve, but bargain:Demand max+,plan throwaways,predecide max give 1 leader, 1 pers ea issue, 1 to follow opp strategies/behav/tchnq Their hidden agendas? Need to show they worked hard for expected outcome? Passions rule all, cause divulged secrets & changed plans. Offer to conditionally enhance their personal freedom/autonomy/ discretion/task-variety/profsnl-reputn/status/acceptance Neutralise/coopt opponent by offer compensate losses if agree Conceal secrecy as well as the secret, but appear to reciprocate gossip. Intimidation: nullification (it's nothing),isolation,defamation,expulsion Hear much,say less. Deceit makes grudges. Blow must quietly follow threat. Accuse actions not people. Never leave enemy w/nothing to lose Say final authority not yours then procrastinate till THEIR deadline Info manipulative persuasion; believed only if consistent (poker) He who writes minutes (summarises) gets his way. Tell people about each other's motivations, life/career goals Change forces:Org goals,resources,tek,social(eg lunch,e-mail),org design Tell'm which of their actions contrib to plumbing;sep iss from emot Complex interdep causes ambiguity which causes conflict/incongruity Force sniper admit to sniping. Show exploders you're serious and fed up. Ask complainers if they want an end. Don't talk when clamups quiet. Interpret everything from superagreeables. Help egotist save face. Show negativists you want soln even w/o them. Find & resolve hesitations Tough battlers should be sedately,politely,persistently picked apart [LLCummings]Win-Lose battler Friendly helper Problem solver Battler Stalemate 80% Battler wins 90% Battler wins 50% Helper X Stalemate 80% Problem solver wins Solver X X Quick agreement [Dedicated in memory of Prof. Margaret K. Chandler, in whose 1983 course this summary started, and without whom Columbia would have been just another business school. I sorely miss her kind wisdom.]