An example of a conflict situation, an emergency occurred, they are looking for those to blame. Examples of conflict situations and ways to successfully resolve them

Conflicts are an integral part of people's lives.

The ability to behave competently in adverse circumstances is the key to calm and self-confidence.

For this reason, it is useful for any person to study examples of what conflict situations can be and how to resolve them.

How to avoid conflict between teacher and student? Find out about this from ours.

Concept and psychology of conflict management

- what it is? In short, this is clash of interests, opinions and views.

As a result of the conflict, a crisis situation arises in which each participant in the conflict seeks to impose his point of view on the other side.

Conflict not stopped in time may lead to open confrontation, in which the subject of the dispute is relegated to the background and the ambitions of the parties come first.

As a rule, as a result of a conflict, there are no losers or winners, since all participants expend effort and ultimately do not receive positive emotions.

Special danger represent internal conflicts when a person is tormented by conflicting thoughts and desires tearing him apart. Protracted states of internal conflicts often end in depression and neuroses.

A modern person needs to be able to recognize a beginning conflict in time, take competent steps to prevent the conflict from growing and eliminate it at the inception stage.

If, nevertheless, it is not possible to extinguish the conflict immediately, it is necessary to be able to build the correct and get out of conflict wisely with minimal losses.

How does it arise?

As a result of numerous studies, it has been determined that most conflicts arise without the corresponding intentions of their participants.

Often people involuntarily react to the conflictogens of other people, or they themselves are a source of conflictogens, as a result of which a stressful situation arises.

Conflictogens- words, actions, deeds leading to conflict. They arise when the participants have any psychological problems, or are used purposefully to achieve their goals.

Most conflictogens manifest themselves for the following reasons:

thirst for superiority. The desire to prove one's worth;
aggressiveness. Initially aggressive behavior towards other people caused by a negative emotional state;
selfishness. The desire to achieve your goals at any cost.

How do conflicts arise? True reasons and solutions:

Popular methods for resolving situations

The most effective strategies that are most often used in practice to manage conflict:

About ways to resolve conflicts in this video:

Resolution Methods

From a scientific point of view, there are specific methods for resolving conflict:

Structural

Most often used in the professional field. These include:

Constructive

How to resist aggression and successfully resolve conflict? Similar methods of conflict resolution are more used in communication.

To successfully resolve the situation using constructive methods, it is necessary to form an adequate perception of the situation among the participants, arrange them for open interaction, create an atmosphere of goodwill and trust, and jointly determine the root of the problem.

Construction styles include:

Integral

Allows each side to feel like a winner. A similar effect is achieved when the parties agree to abandon their original positions, reconsider the situation and find a solution that satisfies everyone.

The method can only be used if the parties to the dispute demonstrate flexibility of thinking and the ability to adapt to new circumstances.

Compromise

The most peaceful, mature way resolution of the situation.

The parties decide on mutual concessions in order to eliminate the negative factors that caused the dispute.

Such behavior of people allows not only to peacefully resolve emerging contradictions without harm to anyone, but also to build long-term communication connections.

Way out of the conflict

How to get out of conflict situations? To get out of this unpleasant situation the following steps need to be taken:

Stop using words or taking actions that provoke a negative response from your opponent.
Do not react to such behavior on the part of your interlocutor.
Show affection towards another person. This can be done using gestures, facial expressions, and words. Smiling, patting the shoulder, shaking hands, and using polite phrases all help smooth out arguments.
The interlocutor immediately acquires a positive attitude and the situation is soon resolved.

Examples of conflict situations

In society

Best resolved using constructive methods.

For example, neighbors of an apartment building may enter into a conflict caused by the distribution of parking spaces in the courtyard area.

Some neighbors will insist on clear markings, according to which each car is assigned a specific parking space. Other residents will advocate for the possibility of free placement of cars.

In this situation the most effective methods of resolving a dispute will be to build a dialogue, joint resolution of the situation through compromise.

Residents just need to organize a meeting and decide that part of the area in the yard is allocated for individual parking, and the other part remains for supporters of free parking.

Between employees

It is better to solve using structural methods.

For example, employees of the same team may come into conflict due to inability to work together in the same direction.

Each person defines for himself a range of responsibilities that is not approved by his colleague. The result is the emergence of a conflict situation and ineffective teamwork.

The manager of the employees involved in the dispute needs to apply methods of clarifying requirements, setting goals and assigning rewards.

Each employee will be explained the principle of his work and a clear range of job responsibilities. In front of colleagues joint goals will be set, upon achieving which they will receive the promised reward (bonus, promotion, etc.).

How to resolve conflicts correctly? Find out from the video:

Completion Forms

What is the form of ending a conflict? A conflict of interest can be resolved as follows:

Permission. The prerequisites may be that the parties desire to end the dispute and not return to it in the future. To finally resolve the conflict, it may be necessary to involve third parties. This is especially true in the field of professional relationships.
Attenuation. The dispute may cease to be relevant for one of the parties or for all participants in the process. In the first case, the second party does not find a response to its own words and actions and is forced to end the conflict. In the second case, the parties simultaneously decide that they do not want to continue the dispute due to fatigue, the end of the arguments, loss of interest in the subject of the dispute, etc.
This type of conflict is not always completed, since when a new stimulus arises, the dispute can resume with renewed vigor.
Settlement. The parties come to a compromise and reach mutual agreements. As a result, the dispute is resolved through constructive dialogue and effective interpersonal interaction.
Elimination. The basis of the conflict is eliminated, transformed, modified, etc. In other words, the subject of the dispute ceases to be relevant at the current moment in time and the fact of a conflict of interests automatically disappears.
Growing into a new dispute. Unexplained contradictions on one issue can become a source of new conflicts generated by the primary dispute. This effect is especially often observed when a remark made by one of the spouses on any issue develops into a mutual exchange of reproaches.

Completion is not always resolution

Does ending a conflict always mean resolving it? It is important not to confuse the concepts of ending a conflict situation with its resolution.

Ending the conflict- this is the moment of completion of the parties’ actions at the current moment in time, the termination of the dispute for various reasons (attenuation, escalation into a new dispute, etc.)

Closing a dispute at this time does not guarantee that it will will not arise again after some time. This is due to the fact that the source of the conflict has not been resolved, and the parties have not achieved any result.

Conflict resolution involves the conscious use of methods and techniques aimed at correcting the negative situation that has arisen.

A resolved conflict allows the parties to reconcile and no longer return to the subject of the dispute.

Thus, conflict can arise in any area of a person’s life. as a result of a clash of his interests with the interests of other people.

There are many ways to resolve conflict. It is important to be able to put them into practice before the situation reaches a serious level.

Learn how to communicate with other people if you have different points of view on certain issues in this video:

Conflict is a normal side of life. Even in the most friendly social group, opposing interests can collide. This could potentially turn into conflict. Any difficulties in relationships lead to their development if they are treated correctly.

Everyone can easily give examples of conflict situations. Even the most peaceful person faces them. History includes two global conflicts that led to the death of a huge number of people, and many small ones. Therefore, the ability to resolve conflicts productively is one of the most important things in life.

Moreover, almost everyone can give an example of a conflict and its analysis if the situation has already been resolved. Unfortunately, few people rely on successes and use their successful experience in subsequent difficulties in relationships.

The concept of a conflict situation

A conflict situation is the presence of opposing interests, motives and outlooks on life. For example, the manager and his deputy have different visions of the company's strategy, but both are interested in its development. This is a conflict situation. It could potentially develop further, with each side imposing its vision on the other. In this case, the situation develops into a full-fledged conflict.

The main difference between a conflict situation and a conflict is that the latter is an already existing clash, while the former is only a prerequisite for it.

In everyday life, these concepts do not differ, as in the literature on psychology or conflictology. Therefore, to simplify the understanding of the topic, we can consider a conflict situation and conflict as synonyms.

Attention! In conflictology, the concepts of subject and object of conflict are distinguished. The subject is the contradiction that underlies it. The object is the value on the basis of which they conflict. This can be not only money, but also good positions in the organization or role rights (when they want to become a boss, for example).

Types of conflicts

The classification of types of conflicts is very large. There are 8 signs by which you can separate them:

By duration: one-time, short-term (a quarrel in the family), protracted (for example, a long-term conflict in a married couple), recurring (often occurs when both parties regularly express their grievances, but do nothing to resolve the problematic situation), long-term (wars) , revolution).
By volume: personal, group, intergroup, regional, between nations.
According to the source of occurrence: subjective, objective and false. The division is conditional, because most conflicts are subjective. It seems to a person that he is full of contradictions, although they can always be resolved.
Based on their means, conflicts are divided into violent and non-violent. War is a typical example of violent conflict. This division is also conditional, because all conflicts are based on different forms of violence: economic, psychological, physical, and so on.
By form:

Internal. A typical example is an intrapersonal conflict, when a person cannot decide whether to meet a person of the opposite sex or not. On the one hand, I want to, but on the other hand, I’m scared
External. Conflict between two different people.
Antagonistic. Conflicts that occur between two absolute opposites.

According to the results: progressive and regressive. The first ones lead to progress, the others lead to destruction.
By the nature of development: deliberate (created by a provocateur to achieve his goals), spontaneous (for example, when preschoolers in kindergarten were poisoned with food), and parents were not prepared for this.
By sphere of life: family, religious, economic, and so on.

These are not all the types of conflicts identified by psychologists that can be cited. The library has many books on this topic. It describes various conflicts, starting with the oppression of schoolchildren by their classmates (bullying), scandals with parents in adolescence, and ending with the clash of interests of an elderly patient with a doctor.

Conflict resolution

There are five strategies for dealing with conflict:

Device. A person sacrifices his own interests for the sake of the interests of another. This is the behavior of children who are oppressed by teachers in elementary school because they have no other choice.
Rivalry. A person defends his interests, ignoring the other side and not wanting to compromise.
Avoidance. A person does everything to prevent conflict. Examples of conflicts of this type are found everywhere. The husband saw that his wife was starting to get angry and simply left so as not to anger her even more.
Compromise. People structure communication in such a way as to achieve partial satisfaction of their interests. This can be seen very clearly in trading on the market. One person wants to buy a product at one price, the seller does not want to sell it at that price. As a result, they converge on a sum that is something in between.
Cooperation. Focus on mutually beneficial results.

There is no good or bad strategy for dealing with conflict. If it arose for a minor reason, then you can give in. This will only strengthen the relationship. You can compete if it brings benefits. For example, when parents force a child to wash his hands, this is also a conflict, but such a strategy will be correct.

Important! It may be wiser to cooperate with the baby: convince him. It all depends on the parents and the individual child.

It is important to provide examples of conflict situations and their resolution in order to understand how to resolve them in more detail.

In life

Any conflict in life is resolved in the following way: you need to clearly define your own and others’ interests, find the main contradiction, aggravate it and think about how to resolve it. This scheme is taken from the theory of inventive problem solving (TRIZ). Resolving any conflict is a creative task; there cannot be only one correct action. It should be as close as possible to the ideal final result.

You can give the following example of describing a conflict in the subject “conflict theory” (and analyze it). A friend borrowed money but doesn't want to give it back. The amount is significant, so the conflict cannot be resolved so easily. Considering that everyone is emotional, over time the scandal spread to other areas that no longer relate to the subject of the conflict.

Scheme for solving a problem situation in this case:

The parties calm down.
Determine the essence of the problem situation in detail. The borrower took the money at such and such a time, the size of the debt is such and such, and does not want to pay it back. In turn, the “creditor” demands this money. Only in the details.
They aggravate contradictions that cannot be resolved. This entire body of information must be reduced to one or more contradictions, the two parts of which are completely opposite. For example, in order for Party A to be satisfied, the debt must be repaid. For Party B to be satisfied, she needs to not repay the debt.
Ways are being found to overcome them. According to TRIZ theory, the ideal final result (IFR) is when the action/object is absent, but its function is performed. In this situation, you do not need to repay the debt, but ensure that the money is returned. It is necessary to find the option closest to the IFR. Possible ways to resolve the situation: installment plan, help in a business that will help save side A an amount equal to the debt, work for side A for some time, organize a joint business and for some time receive a smaller percentage of each transaction until the debt is repaid , or provide such strong help that party A will forgive the debt out of gratitude. By the way, the last option is the closest to the ideal final result. There is no need to give the money, but the function is completed (the debt is written off).

Important! All conflicts are resolved using a similar scheme. You might also consider which of the strategies described above is closest to the ideal end result in this case.

There are other possible examples of conflicts from life. They are solved in a similar way.

In family

The scheme for resolving family conflicts is not fundamentally different, except that one scandal is a logical continuation of all the previous ones. Unraveling such a tangle is not always easy, since claims that are not related to the main conflict ten years ago may be put forward, including unspoken ones. In any case, the sequence of actions is the same.

At work

Conflicts at work can be between a subordinate and superiors, different subordinates, entire subsections, a subsection and the manager. Each of them has its own specifics. Intergroup conflicts are always more severe than individual ones, but if two heads of related departments quarrel with each other, then every subordinate can get it.

Typically, conflicts at work require the involvement of a separate independent person - a mediator. This is a mediator whose task is to find the interests that are the subject of conflict and reconcile the warring parties. Ideally, the mediator should find a solution that satisfies everyone. In practice, this is difficult to do, so the conflict is resolved in several stages:

Definition of interests.
Reaching a compromise.
Finding a mutually beneficial solution.
Implementation of the solution.

First you need to put out the fire, find a compromise.

Important! This is only a temporary measure, because the discontent of each side sooner or later develops into a new conflict. Therefore, after reaching a compromise, it is imperative to look for a more effective way to solve the problem situation.

Analysis of the conflict

Rarely do those in conflict try to make a detailed analysis of the situation. Although only in this case contradictions in the interests of each side can become a source of development and contribute to better mutual understanding.

The conflict resolution technique described above is based on their analysis. This is not the only parsing method, but it is very effective. To quickly solve a problem, you need to learn how to formulate it correctly. Analyzing a difficult situation helps this.

This article provided an example of a conflict and its solution. Regardless of its type (interpersonal, intercultural, pedagogical), the path to resolution is approximately the same.

Video

When misunderstandings arise in relations between employees or partners, and one or both parties simultaneously draw false conclusions from the current situation, this already serves as a signal of a possible conflict.

An employee of Aphrodite LLC breaks off his connection with a work colleague - this is an obvious signal of an emerging conflict.

It is also possible that an employee of Aphrodite LLC expresses a preconceived opinion about his employee, partner or friend, as a result of which a state of psychological tension arises between them, which is an obvious signal of an impending conflict situation.

One example of a constructive conflict that occurred at Aphrodite LLC is the conflict that arose between two managers responsible for the company’s advertising campaign. The managers had disagreements regarding the company's advertising campaign: one manager was inclined to believe that the main emphasis should be on advertising in the media, the other on advertising on television. In this situation, there was a positive competition between the creative potentials of two people.

In this situation, it is necessary to recommend that the director of Aphrodite LLC assign to each of the managers functions in the field of advertising for a specific means of its distribution, that is, one manager will be responsible for advertising in the media, and the other for advertising on television. The director must reserve the choice of means of advertising distribution. This will speed up the decision-making process and strengthen the personal obligations of employees to perform work through participation in management.

One example of an organizational conflict is the conflict situation between the chief accountant and the director of Aphrodite LLC. As a result of an audit conducted by the State Tax Inspectorate, violations in accounting and reporting were identified. A fine was imposed on the organization. It should be noted that accounting in the organization was carried out in accordance with the accounting policies approved by the director. Several months before the inspection, the chief accountant tried to warn the director about the existing violations, but the director did not find time for this conversation.

After a fine was imposed on Aphrodite LLC, the director, in the presence of the entire team, accused the chief accountant of incompetence, inattention and unprofessionalism. The chief accountant found it impossible to continue working in such conditions and submitted his resignation of his own free will, but since he was a good specialist and it would take a long time to find a replacement, the director was forced to apologize. In order to apologize, he found it inconvenient to call the chief accountant to his office and he himself came to the accounting department, where in addition to the chief accountant there were two more accountants. The chief accountant accepted the director's apology, and the conflict was resolved.

In this case, the conflict arose because the director did not understand his mistake. Subjective reasons for this conflict: psychological incompatibility of people, character traits, inability of the boss to work in a team.

The director of Aphrodite LLC can be advised the following: learn to be more restrained with your subordinates, start listening to their advice and comments about the performance of the organization, it is also incorrect to maintain your authority at the expense of your subordinates, insulting them in the presence of the remaining team, and when The chief accountant's guilt was minimal. The boss must create a favorable climate in the organization, and not disrupt it.

The chief accountant, in turn, needed to be more persistent in involving his superiors in his issue, since he knew that a violation would be discovered and all the blame would be on him.

Conflicts between employees of Aphrodite LLC and the administration of the enterprise are also possible.

In 2010, 14 people were fired from the company. for various labor violations, which may indicate poor organization of labor activities by the administrative bodies of the enterprise.

There is also a possible conflict in Aphrodite LLC due to failure to fulfill the salary plan. Thus, the average salary of one employee of Aphrodite LLC for 2008 was 111 thousand rubles, which is 52 thousand rubles below the target. A reduction in wages will lead to a decrease in the motivation of workers to work. This can lead to significant financial losses in the enterprise, which in turn will lead to general irritation and the emergence of new conflict situations.

All employees of Aphrodite LLC, including managers, are required to undergo training in labor safety rules and testing of knowledge of labor protection requirements. For all persons entering work, as well as for persons transferred to another job, the employer (or a person authorized by him) is obliged to provide instructions on labor protection, organize training in safe methods and techniques for performing work and providing first aid to victims.

This is important, firstly, in order to reduce the likelihood of injury at work due to the fault of the employee, to once again check whether all equipment and workplaces meet the requirements, and injuries for this reason are excluded, and secondly, to avoid lawsuits in the event of serious injuries to employees or pay for long-term worksheets.

The organization and work culture of management personnel at Aphrodite LLC must meet modern requirements. It is necessary that non-standard and new decisions be made and implemented, which will be discussed collectively during business negotiations and meetings.

Measures for the rational organization and maintenance of workplaces at Aphrodite LLC should be aimed at improving their equipment, inventory and tools, and ensuring normal working conditions in the workplace. Maintenance of workplaces, in addition, also involves timely repair of equipment, care for it, maintaining order and cleanliness in the workplace. Increasing the efficiency of use of retail space and warehouse capacity will be facilitated by their proper layout, equipping with appropriate equipment, and optimal placement of goods for storage.

At the moment, an important area of labor organization at Aphrodite LLC is the study of working conditions, the development and implementation of measures to improve them, namely, a convenient work and rest schedule for workers, improvement of psychophysiological, sanitary, hygienic and aesthetic factors affecting a person in the process labor.

The productivity of employees greatly depends on the level of work with personnel. In this direction, Aphrodite LLC provides for measures for training and retraining of personnel in educational institutions or at enterprises, and advanced training of personnel; improving the quality of personnel; studying and disseminating best practices in working with warehouse workers; strengthening labor discipline; reducing staff turnover; moral stimulation of workers.

Educational work with personnel consists of instilling in the employees of Aphrodite LLC an honest attitude towards their duties and work; careful attitude towards goods, to the struggle to reduce losses of goods, time, material and monetary resources in the process of implementing the technological process.

Educational work should also be aimed at strengthening labor discipline. Analysis of the reasons causing violations of labor discipline allows us to determine the directions of this work. The goal of educational work should be to increase the creative activity of employees of Aphrodite LLC.

As experience at Aphrodite LLC shows, the technology for establishing partnerships between the administration and workers is as follows:

Establishing the best form of relationship;

Ending confrontation;

Identifying barriers to establishing relationships;

Identifying the interests of each party;

Development of joint actions;

Developing a strategy for their implementation, establishing communications;

Reconsidering existing relationships as the environment changes.

The participation of workers in the affairs of the enterprise, including in financial matters, helps not only to increase motivation, but also to improve the well-being of workers, improve their relations with the management of the enterprise, since this is one of the conditions for reducing the alienation of workers and for the development of democratic relations and social stability in society.

For better work and mutual understanding among employees, it is necessary that information reaches them in the form in which the boss really wants to convey it. There are many ways to do this, both at the individual and organizational level, to help overcome these problems. At the individual level, it is necessary to use language that is clear, concise and most relevant to the topic of the message. It is also necessary to establish trust. The message must not only be understood, but also accepted. The use of cliches and unnecessary classifications should be avoided and as much factual information as possible should be provided.

Of course, it is necessary to actively seek feedback to ensure that the information is being interpreted correctly.

A business can also train its employees in the art of communication through trainings that include various types of role-playing games and serve to improve the ability to speak, write or listen, and most importantly, to understand another's point of view.

Analysis of conflict management work is one of the main stages in determining the type of conflict in the work team. The general director of the enterprise and his employees must try to follow certain conditions to prevent conflict situations. First of all, there should be the creation of conditions that prevent the emergence and development of conflict situations. The manager monitors the work of each employee and, if it turns out that the person does not have the desire to work efficiently and effectively, he is fired.

The next condition for preventing conflicts is concern for justice. The director does not punish innocent people; before doing anything, he thinks very well about the consequences that will follow from his decisions. But this does not always work out; sometimes, in the heat of the moment or without thinking, employees suffer undeservedly, although the manager himself is to blame.

It is desirable that relationships in the team develop through concessions, so that not only one’s own interests are taken into account, but also the interests of other employees of the enterprise. The willingness to give in eases a tense situation. And if pressure is put on the opponent, this always causes resistance on his part.

It is also necessary to use the principle of clarity and goodwill. This allows you to avoid mistakenly attributing a hostile position to your enemy, as well as neutralize or soften the situation.

Employees of Aphrodite LLC learn to manage their reactions and restrain negative emotions when disagreements arise, but this does not always work out. They reduce the negative emotions of the opposite party with the following techniques:

Willingness to move towards rapprochement of positions;

Positive assessment of some actions of the other party;

Critical attitude towards oneself and balancing behavior.

After this, the optimal strategy for resolving the conflict situation is selected.

Unfortunately, people are not always able to resolve all disputes and misunderstandings peacefully. Very often, interpersonal conflict arises completely out of nowhere. What is the reason and why does this happen? What are the ways to resolve interpersonal conflicts? Is it possible to avoid them and live your whole life without conflict with anyone?

What is conflict?

Conflict is one of the ways to resolve problems and contradictions that arise as a result of interaction between individuals or groups of people. Moreover, it is accompanied by negative emotions and behavior that goes beyond the norms accepted in society.

During a conflict, each side takes and defends an opposing position towards each other. None of the opponents wants to understand and accept the opponent’s opinion. The conflicting parties can be not only individuals, but also public groups and states.

Interpersonal conflict and its features

If the interests and goals of two or more people in a particular case diverge, and each side tries to resolve the dispute in its own favor, interpersonal conflict arises. An example of such a situation is a quarrel between husband and wife, child and parent, subordinate and boss. This one is the most common and most frequently occurring.

Interpersonal conflict can occur both between people who know each other well and constantly communicate, and between those who see each other for the first time. In this case, the relationship is clarified by the opponents face to face, through a personal dispute or discussion.

Stages of interpersonal conflict

A conflict is not just a dispute between two participants that arises spontaneously and unexpectedly. This is a process consisting of several stages, gradually developing and gaining strength. The causes of interpersonal conflicts can sometimes accumulate for quite a long time before they result in open confrontation.

At the first stage, the conflict is hidden. At this time, conflicting interests and views are just maturing and forming. At the same time, both parties to the conflict believe that their problem can be solved through negotiations and discussions.

At the second stage of the conflict, the parties realize that it will not be possible to overcome their differences peacefully. So-called tension arises, which increases and gains power.

The third stage is characterized by the beginning of active actions: disputes, threats, insults, dissemination of negative information about the enemy, search for allies and like-minded people. At the same time, mutual hostility, hatred, and bitterness accumulate between the participants.

The fourth stage is the process of resolving interpersonal conflicts. It may end in reconciliation between the parties or a break in relations.

Types of interpersonal conflicts

There are many classifications of interpersonal conflicts. They are divided according to severity, duration, scale, form of manifestation, and expected consequences. Most often, types of interpersonal conflicts differ according to the reasons for their occurrence.

The most common is a conflict of interest. It occurs when people have opposing plans, goals, and intentions. An example is the following situation: two friends cannot agree on how to spend their time. The first one wants to go to the cinema, the second one just wants to take a walk. If neither of them wants to make concessions to the other, and an agreement cannot be reached, a conflict of interest may arise.

The second type is value conflicts. They can arise in cases where participants have different moral, ideological, and religious ideas. A striking example of this type of confrontation is the conflict of generations.

Role conflicts are the third type of interpersonal confrontation. In this case, the cause is violations of habitual norms of behavior and rules. Such conflicts can occur, for example, in an organization when a new employee refuses to accept the rules established by the team.

Causes of interpersonal conflicts

Among the reasons that provoke conflicts, the first place stands. This could be, for example, one TV or computer for the whole family, a certain amount of money for bonuses that needs to be divided among all employees of the department. In this case, one person can achieve his goal only by infringing on another.

The second reason for the development of conflicts is interdependence. This may be a connection of tasks, authorities, responsibilities and other resources. Thus, in an organization, project participants may begin to blame each other if for some reason it was not possible to implement it.

Conflicts can be provoked by differences between people in goals, views, ideas about certain things, and manners of behavior and communication. In addition, the cause of confrontation can be a person’s personal characteristics.

Interpersonal conflicts in the organization

Almost all people spend most of their time at work. During the performance of duties, disputes and contradictions often arise between employees. Conflicts in interpersonal relationships that occur in organizations very often slow down the company’s activities and worsen the overall result.

Conflicts in organizations can occur both between employees occupying the same position and between subordinates and superiors. The reasons for the emergence of contradictions may be different. This includes shifting responsibilities to each other, and a feeling of unfair treatment from management, and the dependence of employees’ results on each other.

Conflict in an organization can be provoked not only by disagreements about work issues, but also by problems in communication between colleagues. Most often, confrontation can be resolved by employees themselves through negotiations. Sometimes the management of interpersonal conflicts is taken over by the head of the organization, he finds out the reasons and tries to resolve the problems that have arisen. It happens that the matter may end with the dismissal of one of the conflicting parties.

Interpersonal conflicts between spouses

Family life involves constantly solving all kinds of everyday problems. Very often, spouses cannot find agreement on certain issues, resulting in interpersonal conflict. An example of this: the husband returned from work too late, the wife did not have time to cook dinner, the husband scattered dirty socks around the apartment.

Material problems significantly aggravate conflicts. Many domestic quarrels could be avoided if every family had enough resources. The husband doesn’t want to help his wife wash the dishes - let’s buy a dishwasher, there is an argument over what channel we will watch - no problem, let’s get another TV. Unfortunately, not everyone can afford this.

Each family chooses its own strategy for resolving interpersonal conflicts. Some people quickly give in and seek reconciliation; others can live in a state of quarrel for a long time and not talk to each other. It is very important that discontent does not accumulate, that spouses find a compromise, and that all problems are resolved as quickly as possible.

Interpersonal conflicts between people of different generations

The conflict between “fathers and sons” can be viewed in a broad and narrow sense. In the first case, it occurs within an individual family, while in the second it is projected onto the entire society as a whole. This problem has existed at all times; it is not new to our century.

Generational conflict occurs due to differences in views, worldviews, norms and values between young people and older people. However, this difference does not necessarily provoke conflict. The reason for the struggle between generations is the unwillingness to understand and respect each other's interests.

The main features of interpersonal conflicts between generations are that they are much longer in nature and do not develop in certain stages. They may periodically subside and flare up again with renewed vigor in the event of a sharp infringement of the interests of the parties.

To ensure that your family is not affected by generational conflict, you must constantly show respect and patience to each other. Old people should often remember that they were once young and did not want to listen to advice, and young people should not forget that after many years they will also become elderly.

Is it possible to live your whole life without conflict with anyone?

Few people like constant swearing and quarrels. Many people would dream of living without ever having conflict with anyone. However, this is currently impossible in our society.

Starting from early childhood, a person conflicts with others. For example, the kids did not share the toys, the child does not obey the parents. In adolescence, generational conflict often comes first.

Throughout our lives, we have to periodically defend our interests and prove that we are right. At the same time, it is impossible to do without conflicts. All we can do is reduce the number of conflicts to a minimum, try not to succumb to provocations and avoid quarrels without good reason.

Rules of behavior in a conflict situation

When a conflict arises, both participants want to resolve it as quickly as possible, while achieving their goals and getting what they want. How should you behave in this situation in order to come out of it with dignity?

First, you need to learn to separate your attitude towards the person with whom you have a disagreement from the problem itself that needs to be solved. Don’t start insulting your opponent or getting personal, try to behave with restraint and calm. Give reasons for all your arguments, try to put yourself in your opponent’s place and invite him to take your place.

If you notice that you are starting to lose your temper, invite your interlocutor to take a break to calm down and cool down a little, and then continue to sort things out. To solve a problem as quickly as possible, you need to see a specific goal and focus on ways to achieve it. It is important to remember that in any conflict situation it is necessary, first of all, to maintain relations with the opponent.

Ways to get out of a conflict situation

The best way out is for the warring parties to find a compromise. In this case, the parties make a decision that suits all parties to the dispute. There are no remaining agreements or misunderstandings between the conflicting parties.

However, not in all cases it is possible to reach a compromise. Very often the outcome of a conflict is coercion. This option for resolving the conflict is most typical if one of the participants occupies a dominant position. For example, a leader forces a subordinate to do as he pleases, or a parent tells his child to do as he sees fit.

To prevent the conflict from gaining momentum, you can try to smooth it out. In this case, the person who is accused of something agrees with the reproaches and claims, and tries to explain the reason for his actions and actions. Using this method of getting out of a dispute does not mean that the essence of the conflict is understood and the mistakes are realized. It’s just that at the moment the accused does not want to enter into conflict.

Admitting your mistakes and repenting for what you have done is another way to resolve interpersonal conflict. An example of such a situation: a child regrets that he did not prepare his homework and received a bad grade, and promises his parents to continue to do his homework.

How to prevent interpersonal conflicts

Every person should always remember that it is better to prevent absolutely any dispute than to later deal with its consequences and repair damaged relationships. What is the prevention of interpersonal conflicts?

First, you need to limit your communication as much as possible with potentially arrogant, aggressive, secretive individuals. If it is not possible to completely stop communicating with such people, try to ignore their provocations and always remain calm.

To prevent conflict situations, you need to learn to negotiate with your interlocutor, try to find an approach to any person, treat your opponent with respect and clearly formulate your positions.

In what situations should you not conflict?

Before entering into conflict, you need to think carefully about whether you really need it. Very often people start to sort things out in cases where it makes no sense at all.

If your interests are not directly affected, and during the dispute you will not achieve your goals, most likely there is no point in entering into an interpersonal conflict. An example of a similar situation: on a bus, the conductor starts arguing with a passenger. Even if you support the position of one of the disputants, you should not get involved in their conflict without a good reason.

If you see that your opponent’s level is radically different from yours, there is no point in entering into an argument or discussion with such people. You will never prove to a stupid person that you are right.

Before getting involved in a conflict, you need to evaluate the pros and cons, think about what consequences it could lead to, how your relationship with your opponent will change, and whether you want this, how likely it is that during the dispute you will be able to achieve your goals. You also need to pay great attention to your emotions at the moment of threat of a quarrel. It may be worth using tactics to avoid the conflict, cool down a little and think carefully about the current situation.

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on the topic: “Analysis of conflict situations”

Introduction

1. Example of a conflict situation

2. Analysis of the conflict situation

Conclusion

Introduction

The basis of any organization is people (work collective), and without them the functioning of the organization is impossible. The set of object conditions in which people find themselves in the process of joint activity predetermines and limits the ways of their interaction. The number of needs that can be satisfied in communication also turns out to be limited by the prevailing circumstances.

In this regard, production situations often arise in teams, during which contradictions are discovered between people on a wide range of issues. In themselves, these disagreements and contradictions can act as a positive factor in the movement of creative thought. However, when they become acute, they can hinder successful teamwork and lead to conflict.

Conflict in an organization is a conscious contradiction between communicating members of this team, which is accompanied by attempts to resolve it against the background of emotional relationships within the organization or in the interorganizational space.

Psychology has not yet developed a generally accepted understanding of the essence of conflict. Some authors interpret it as a clash, opposition, contradiction. Others understand conflict as a type of communication, situational incompatibility, a situation of an unfound solution, a type of competitive interaction.

Conflicts occur in both large companies and small firms; they can lead to the closure of the organization. Therefore, the study of conflicts in organizations is a very relevant topic.

Conflictology is the science of the patterns of origin, occurrence, development, resolution and completion of conflicts of any level.

Conflict is a multidimensional multifunctional natural socio-psychological phenomenon that characterizes the state of an act of vital activity of a system, carried out in two versions: normative (a real act of functional systems of different levels of matter); pathological (a key moment in the development of the subject, creating increased tension);

This paper examines an example of an organizational conflict and the possibility of using theoretical and practical knowledge and skills in conflict management in its classification and resolution.

1. Exampleconflict

Prestigious Japanese restaurant. The staff includes both men and women, of different ages. At the next meeting of the establishment's managers, it was decided to hire a second administrator of the hall into its staff. During the meeting, the current administrator was absent for some reason and was not aware of this decision. The next day, management began selecting for a new position and informed the administrator about it. The latter's reaction was to act out a quarrel with the manager. His opinion contradicted the management's opinion about the need for a second vacant position.

The conflict has taken a new turn; The staff have already begun to complain about the unpleasant psychological atmosphere at work.

As a result of misunderstanding and conflict, the administrator resigned. Leaving the last word on the management's attitude towards him.

conflict employee situation behavior

2. Analysisconflict situation

Structure of the conflict.

The following components can be distinguished in the structure of any conflict:

Base or foundation - conflict situation (episode and fragment);

The object of the conflict is what it is aimed at (“because of what”);

There are also several types of conflict object:

objects that cannot be divided into parts, the joint ownership of which is impossible;

objects that can be divided in equal proportions between the parties to the conflict;

objects that both parties to the conflict can own jointly (the situation of an “imaginary conflict”);

The subject of the conflict (contradiction);

Parties or participants; Social status of subjects;

Environment (geographical, climatic, economic conditions, social environment, microclimate in the group, social environment);

Incident (reason) - intensification of the activities of one of the parties, which infringes on the interests of the other party; The outcome of a conflict situation - consequences, results;

The basis or basis for the above proposed conflict was that the management of the establishment was clearly not satisfied with the work of the existing administrator of the hall, and the current situation provoked a conflict that had previously been brewing between them. The object of the conflict is the opinion of the administrator’s personal superiority and authority among the staff. The subject of this conflict is the impossibility of reconciliation, since the conflict was already mature. The parties to the conflict are management and subordinates. The social position of the subjects is different social position. The environment - a restaurant, an entertainment establishment, a friendly staff, however, of course, there is also responsible work with staff, which requires high professionalism and qualifications. A conflict incident is when the conflict becomes visible to the entire team. The outcome of a conflict situation is the departure of the dissenting party and accusations of incompetence on the management.

Dynamics of development of the conflict situation

There are 3 stages in the dynamics of conflict development:

First stage: pre-conflict situation (the emergence of objective grounds for conflict): A potential conflict is characterized by “tension” of relations, emphasized formality, a split of the team into groups, the appearance of the first signal of conflict - discomfort in communication.

There are 3 phases of a pre-conflict situation:

the emergence of a controversy regarding a certain controversial issue; assessment of the pre-conflict situation; awareness of this stage as a conflict;

The first phase: this is that moment of past dissatisfaction with management over the administrator. Second phase: the moment when it was proposed to open a new vacant position. And the third stage, when the manager and administrator of the parties to the conflict realized that the conflict still exists.

The second stage: conflict opposition, characterized by misunderstandings, increased tension, assessment of the strengths and disturbances of the conflicting parties; transition of the conflict from latent to open confrontation (the parties to the conflict try to resolve the conflict by making a compromise); further escalation (increasing tension), confrontation; the conflict reaches its climax and takes the form of total war;

The conflict situation came to the attention of the entire team, after which indignation began, and conflict situations began within the staff.

Third stage: conflict resolution;

The resolution of the conflict occurred by itself, because the manager did not influence the situation in any way. One of the conflicting parties quit.

Post-conflict situation (new balance of power, new attitudes of opponents towards each other, reassessment of their strengths and capabilities). In this situation, the conflict disappeared as a result of the departure of one participant, who considered that the management’s decision did not make sense.

Psychological relief. In this situation, it is necessary to conduct group unity training for the remaining party to the conflict and the entire team.

Functions of conflict

The presented conflict, in my opinion, has all the listed functions. Let me explain: conflict has a diagnostic function, because its occurrence indicates that there is a problem (or even a set of problems) in relationships between people (colleagues), and in the organization in general. The conflict helped reveal the underlying essence of the difficulties. The conflict has a constructive function because, firstly, it served as a “release valve” to reduce frustration and aggression, and secondly, during the discussion and solution of this problem, a compromise solution was developed based on the boss’s creative approach to the problem. In my opinion, such a decision leads to more efficient work in the organization and strengthens the authority of the leader as a good manager. Conflict has a destructive function, because despite its outcome, which carries many positives, for example, the opportunity to unite the team and build relationships, the opportunity to increase the efficiency of teamwork and facilitate working relationships.

Determinants of conflict

Determinants of conflict are the reasons that gave rise to a conflict situation.

There are the following personal determinants that produce inadequate mental and socio-psychic orientation: personality orientation and characteristics of self-awareness; mental condition; violation of the motivational sphere and emotional sphere; features of characterological manifestations; social inequality; clash of interests and needs; the concept of deprivation (a state characterized by a clear discrepancy between expectations and the possibilities of meeting them);

Considering the existing conflict situation, one cannot help but notice that the main parties to the conflict have an egoistic personality orientation, i.e. the desire to satisfy narrow personal interests and needs.

Features of self-awareness in this case include increased aggressiveness and anxiety, excessive adherence to principles in defending one’s position and, most likely, an inadequate level of claims (it seems that if at least one of the school employees were truly highly qualified specialists, they could reduce the whole conflict to a compromise , for example, to apologize).

The mental state of the parties to this conflict is characterized by: a feeling of an insurmountable obstacle to meeting needs; the desire to restore the lost integrity of the inner world (manifested in aggression);

Violation of the motivational sphere of this conflict is characterized by inflated desires and insufficient ability to satisfy them. Violation of the emotional sphere of this conflict is characterized by:

lack of a culture of emotional behavior; poor development of empathy; the predominance of emotions over reason;

Features of characterological manifestations in this conflict: impulsiveness; sets of ambitions; selfishness;

The structural elements of the personality of this conflict include: emotional barriers (each employee is afraid of feeling “worse than others”); gender differences;

To summarize, we can say that the main determinants of the conflict are: the presence of conflict situations, and in particular conflict-generating factors in the past; clash of interests and needs; personal ambitions;

Strategies and tactics of behavior in conflict

A strategy of behavior in a conflict is a program and plan of action aimed at implementing the set chain in a conflict, in other words, it is a solution to the problem of satisfying one’s specific needs, one’s specific interest in a given conflict.

Tactics of behavior in conflict are the means that provide a given strategy, which ultimately determine a person’s style of behavior in conflict. Modern conflict theory distinguishes five main behavioral strategies: competition, avoidance, cooperation, reconciliation, and compromise.

When people enter into conflict, they do not necessarily adopt one strategy of behavior; a combination of them is often observed. It depends on the type of conflict, on what level it occurs, what are the resources of the participants in the conflict, what is the significance of personal chains, etc.

Having analyzed the situation of the conflict presented above, we can say that the strategy of behavior of the subjects of the conflict is based on personal hostility, because their behavior was emotional and irreconcilable, and both employees express reluctance to admit their guilt in this conflict, because everyone is confident that they are right, and this confidence turns into self-confidence.

In my opinion, in this situation, a cooperation strategy aimed at constructively resolving the conflict, that is, working with the problem rather than the conflict, would be the best fit. Employees should, firstly, acknowledge the conflict (emphasizing the common basis for interaction, which can be even a single desire to find a way out of the current situation together), secondly, putting aside emotions, openly discuss their interests and positions on this issue, and, thirdly, to find a joint solution to the problem and alternative ways out of the conflict, moving it into a peaceful, constructive direction.

Ways to resolve conflict

The final stage in the development of most organizational conflicts is its resolution, which can be imaginary and real.

With an imaginary resolution, the basis for its occurrence is not eliminated. The conflict is resolved either by the removal of one of the participants, or by reaching a compromise, or by suppressing the conflict by the force of power or authority. At the same time, the parties to the conflict are left with a feeling of dissatisfaction and dissatisfaction, which ultimately can lead to a new outbreak of conflict.

Real conflict resolution can be carried out in two directions. The first is the elimination and resolution of an organizational problem situation, the second is finding forms of conflict movement and helping to accelerate the objective process of its development, thanks to which a rational justification for the position of conflicting individuals or groups is preserved and developed and, in the end, a solution is found that fully satisfies participants in the conflict.

In my opinion, the solution to the existing conflict is real, because At the initial stage of the conflict, management should have settled relations with the administrator. But since it missed this situation, a serious conflict occurred that affected everyone around.

Mechanism of conflict

The conflict mechanism includes the study of two positions: the aggressor and the victim.

An aggressor is a subject with a defective inner world, expressed in the complexity of the inner world and increased social activity. He develops, gains new knowledge through conflict. The behavior of an aggressor leader is characterized by: Saturation with negative emotions (envy, anger and the desire to subjugate everything to oneself). The desire for justice according to one’s own parameters and usefulness for the organization.

Demonstration of superiority, strength and power over your opponent in front of your team.

The desire to disturb the peace of the “victim” by influencing him (screaming, threats, scandal).

A victim is a subject who has attractive personal and emotional traits and a tendency toward addiction. The employee, due to his psychotype and life circumstances, is not able to resist the aggressor; he only tries to escape from the conflict, not wanting to continue.

Conflict prevention

One of the main strategies for preventing conflicts in organizational teams is, first of all, reducing the level of conflict among those people who are prone to inciting them.

Work to implement this approach can go in two directions: correction of the subjective (internal) conditions of a conflicting personality in the course of individual work; creation of organizational and managerial conditions that help reduce manifestations of conflict.

Verified personnel policy

First of all, we should mention a verified personnel policy. Correct selection and placement of personnel, taking into account not only qualification “profile” indicators, but also the psychological qualities of personnel, significantly reduces the likelihood of hiring conflict-ridden individuals and those prone to getting involved in conflicts. The basis of psychological support is psychological diagnostics of personnel during recruitment and placement. Currently, psychological diagnostics are carried out mainly through testing. High authority of the leader An important factor in reducing personal conflict is the high authority of the leader. Psychologically, an authoritative person is always perceived as having undeniable advantages, which contributes to the formation of vertically oriented relationships. This necessitates a concern for authority. The high authority of the leader, formed on the basis of his personal, professional and moral qualities, is the key to the stability of relationships in the team.

Increased authority is facilitated by developed skills to resolve conflicts constructively and fairly. Such skills are formed with experience and special socio-psychological training of managers, teaching them the skills of non-conflict interaction, techniques of conflict-free communication, and developing their skills to constructively overcome emerging contradictions.

A good stabilizing factor that prevents the emergence of conflicts in a team is the presence in it of a high organizational culture as a system of conscious and unconscious ideas, values, rules, prohibitions, traditions shared by all members of the organization. In the context of the problem under discussion, special attention should be paid to one aspect - the presence of positive traditions as important limiting frameworks for a conflict personality.

Prestige of activity and organization

A significant psychological factor that reduces the level of conflict manifestations is the prestige of the activity and the organization. It is also both a limiter and a regulator of behavior: people value a prestigious position or work, as a result of which they have an increased sense of responsibility and reflective regulation of activity, which, of course, is reflected in behavior and communication, generally increasing their normativity. When carrying out activities aimed at increasing prestige, it is necessary to take into account its psychological characteristics: what is prestigious is what is not accessible to everyone, what determines a qualitatively different level of relationships and stimulation, what is associated with a high level of professionalism, what has a very high social value and forms a certain social distance.

Finally, a favorable psychological climate in the team is a factor that significantly reduces the level of conflict among personnel. The quality and productivity of work activity largely depend not only on the perfection of its organization, equipment, conditions, but also on the cohesion of the team, on the nature of the relationships in it, and the prevailing emotional atmosphere. Often it is friendliness, comradely mutual assistance, mutual assistance, the predominance of positive emotions, and simplicity of relationships that are the basis for the formation of such important socio-psychological phenomena as work enthusiasm. The emotional mood, the dominant moods, the emotional coloring of moods most seriously influence the organization and efficiency of work, both individual and collective.

Conclusion

Thanks to existing attitudes towards conflict as a negative phenomenon, most people believe that they cannot manage it and try to avoid it whenever possible. But conflict is difficult to correct once it has already acquired destructive power. This needs to be known, and managers and employees must understand that conflict enriches lives if it is managed correctly.

Conflict helps an individual work team and the organization as a whole to be in line with current events; it allows you to determine what is needed for the development and improvement of all areas. The ability to manage conflict can be decisive for the survival of the team as a whole.

Conflict also forces employees to constantly communicate with each other and learn a little more about each other. Team members begin to understand their colleagues better and become more sensitive to the problems of other people. People finally appreciate the need to understand the norms and desires of others and the impossibility of being free from society while living in it. Living and working together is not easy, and this requires special training.

Conflict, giving rise to disputes, tests both the entire team and each employee individually, and can significantly help both in the process of analyzing the problem and developing a solution. Conflict in itself neither strengthens nor weakens an organization. Both employees and managers must manage it to make it as useful as possible. If they avoid discussing their difficulties and concerns, they cannot understand the real situation, or ways of development, or learn lessons for themselves and others. If you manage conflict skillfully, it strengthens both the team and the organization as a whole.

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