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Key Point Summary

Key Point Summary

In any organization, conflicts are bound to occur between managers. Because they can’t be avoided, effective managers learn to manage them by examining three key issues. They assess their emotional “hot buttons” that trigger ineffective behaviors and make conflict difficult to manage. They examine their personal values and how those might conflict with what their peers find important. Finally, they assess their own and their peers’ power in the organization and learn how it influences the resolution of conflicts. Paying attention to these issues will help managers learn how to resolve conflict in a way that fosters and maintains effective working relationships.

There are several helpful tactics for approaching a conflict you are having with a peer. Try to understand your peer’s point of view, motivation, and reaction to the conflict. Identify your motives, goals, and agendas and those of your peer. Look for points of mutual agreement. Express your emotions in a way that is helpful to resolving the conflict. Follow up with the person with whom you are in conflict. Note your initial reaction to a conflict and analyze why it occurred. Finally, always look ahead and don’t dwell on the past – find the best in people and in the situation.


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