4th Sem. 8083: Soft Skills (PE):
Communication Skills
           Tu 15.45-19.00 h, H 01

   Conflict management

  Possible reasons for conflicts:

 Personal: Lack of conflict experiences, mistrust, jealousy, bad mood, etc.

 Situational: Lack of communication, feeling of unfair treatment, loss of face, etc.

 Structural: Dependence, power struggle, struggle for resources, etc.

 Societal: Group antagonisms, class struggle

 Conflicts are necessary and unavoidable. They can create new ideas and better solutions but only if managed in a proper and constructive way.

 Forms of conflicts:

 Distribution conflict

 Role conflict

 Value conflict

 Methods conflict

 Goal conflict

etc.

 Open agenda vs. hidden agenda of conflicts:

 "This time I get the cake, you had it last time"
 vs. "Who did not wash the dishes?"

 Open and hidden signs of conflicts: Spoken and body language, action

 Example Mediation: http://www.eucon-institut.de/index.html

 Confrontation patterns:

 Germany:

 Voicing of existence of conflict,

 exchange of arguments,

 attempt to find compromise,

 attempt to find rule for future conflict situation

 (Cool - Hot - Cool)

 East Asia:

 Denying of existence of conflict,

 stressing of common ground,

 use of third parties,

 after establishment of winner: lenience by winner or

 without establishment of winner: abrupt stop of communication

 (Friendly - more friendly - friendly or break up)

 Example "Shall we dance?" Japan 1996 and Remake R. Gere, J. Lopez 2004)

Conflict management in groups (workshops, etc.):

 1. Naming the conflict / disturbance

 2. Changing disturbance into need/requirement

 3. (Brainstorming for possible solutions) / Break for small group talk

 4. Change to integrate needs if possible

•   Workshop

 Contact:
Prof. Dr. Wolfgang Georg Arlt arlt@fh-westkueste.de, Office 2.018, Tel. 0481 8555-513
Consultation hours: Wednesday 11.00 - 12.00 h in my office