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Conflict by Mind Map: Conflict
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What is Conflict?






Negative Emotion

Types of Conflict




Mediators of Conflict

Perceptual Frame

Gain vs Loss Framing

Personal Characteristics

No significant effect

Team Characteristics

No significant effect

Structural Characteristics

Norms encouraging/accepting conflict

Scarcity of Resources

Power, Trust


Task Interdependence

Task Importance

Team Performance

50% of performance accounted for by

Existing levels of conflict

Team member characteristics

Team characteristics

Conflict Management / Resolution

moderates impact of conflict on performance

effective resolution associated with positive interdependence

Task Complexity

Conflict during routine tasks not beneficial

Conflict during non-routine tasks beneficial

Task vs Relationship Conflict

Negative Emotionality associated with poor team performance

Relationship conflict more detrimental than Task conflict

Effective teams rely on cooperative conflict resolution over competitive conflict


High Performing Team, Low level of relationship conflict, Low level of task conflict increasing in middle of project and declining at end

Low Performing Team, Low conflict until end where conflict peaks


Performance enabled by trust & respect

Norms, Supporting open discussion of conflict during middle stages of project

Confidence in Professional relationships

Reliance on Cooperative conflict

Decision Quality

Positively related to positive interdependence

Goal Setting

Cooperative goals increase organizational effectiveness

Team Satisfaction

All types of conflict negatively related

Negative emotion negatively related

Relationship conflicts have more negative impact that task conflict

Role ambiguity has greater impact than role conflict

ISD & Conflict

User Participation / Involvement

Initial levels of involvement & attitude little influence on participation

User participation impacts future attitude and involvement

Participation strongly associated with influenced

Influence associated with conflict

Developer & Tester Relationship

Source of Conflict, Organisation, Power & politics, Process, Documentation, Procedure, Resource, Standards, People, Attitude, View, Focus, Knowledge, Communication, Left out of loop, Misunderstanding of responsibilities, Last minute, Not communicating changes, Lack of feedback

Resolution, Structure for Success, Co-location of staff, Remove Developer tester divide, Integrate staff e.g. reduce 'intellectual distance', Management signal importance of issues, Careful performance metrics to incentivize cooperation, People, Conflict Resolution Training, Frequent contact between staff, Structured work activities acquaint actors with each others work, Process, Time management, Ensure common goals, e.g. Timely deliver & quality


Frame incompatibility, Inability to answer questions in terms of others world view, Language differences

Incompatible / specialized knowledge

Power relationships, certain groups given superiority resulting in other groups being ignored

ISD models

Waterfall model, Manages conflict via suppression, Power relationship between developer & user, Rigid & structured interaction

Iterative Incremental model, Manages conflict via iteration, User & developer have more balanced power relationship, User & developer have shared goals encouraging cooperative behaviour

Component based Development model, Manages conflict via contract negotiation

Behavioral Strategies

Integrative component

Extent that total outcome for both parties is maximised

positively related to positive interdependence

negatively related to relationship conflict

Distributive component

Extent that an unequal outcome is maximised

negatively related to positive interdependence

Behavioral Styles


Win/lose where one side must dominate


Win/lose where one side must yield to other


Multiple Win/lose where sides take turns to yield to each other

Problem solving

opportunity to incorporate all views into Win-win solution. Aim to maximize all parties satisfaction


Conflict is not entered and indifference is shown towards the situation