Chapter Outline

Chapter 12

• Every human conflict represents a unique and complex process. However, each of us can determine the kinds of outcomes we get from the conflicts in our lives.
• Conflict is a large part of our culture. Many conflicts result from our shared cultural orientations regarding competition and getting ahead.
• Conflicts are not inherently negative; many can have positive consequences. People determine how productive or unproductive their conflicts will be. Some people tend to be highly competitive; others are collaborative. Some are compromising or accommodating; others attempt to avoid conflict at any cost. Finally, some people shift from one style to another as the occasion demands.
• The primary cause of conflict is problems in communication. However, context can serve as the basis of conflict as well. Both the specific situation in which we pursue goals and the social relationships that prevail in that situation can cause conflicts between people.
• The Harvard group's recommendations for negotiating conflict include suggestions concerning bargaining over positions, separating people from the problem, focusing on interests rather than positions, inventing options for mutual gain, using objective criteria for assessing issues, developing a bottom-line position for settling a conflict, coping with resistance to negotiation, and handling dirty tricks.