Understanding and Resolving
Conflict
Mark Smallwood
Brigham Young University

Agenda
•
What is conflict?
•
What is conflict’s role in business?
•
Different views of conflict
•
Kinds of conflict
•
Stages of conflict resolution
•
Methods of conflict resolution
•
Group Exercise
•
Review

What is Conflict?
A process that begins when one party
perceives that another party has negatively
affected, or is about to negatively affect,
something that the first party cares about.

A Few Questions

–
It’s going to happen, so cope with it!

Different Views
•
Interactionist View
–
Functional conflict is good for business and even
encouraged
–
Functional vs. dysfunctional conflict

Kinds of Conflict
•
Task Conflict
–
Low to moderate levels can be acceptable
•
Process Conflict
–
Low levels can be acceptable
•
Relationship Conflict
–
Almost always dysfunctional

The Conflict Process
•
Four Stages
–