Thus, one can formulate signs conflict:

The presence of a situation perceived by the participants as conflicting;

The indivisibility of the object of the conflict, i.e. the subject of the conflict cannot be divided fairly between the participants in the conflict interaction;

The desire of the participants to continue conflict interaction to achieve their goals. Meskon M.H., Albert M., Khedouri F. Fundamentals of Management. ? M.: 1992. - 517 p.

Psychological structure conflict can be described using two important concepts: conflict situation and the incident.

Conflict situation- this is the objective basis of the conflict, recording the emergence of a real contradiction in the interests and needs of the parties. In fact, this is not the conflict itself, since the existing objective contradiction may not be recognized by the participants in the interaction for some time.

The conflict situation has a very specific structure:

As can be seen from the diagram, in an objective conflict situation there is an object of conflict - a real or ideal object that is the cause of the dispute and the parties to the conflict or its participants, which can be individuals or groups of people. It is typical for the parties to have an external and internal position in the conflict. An external position is the motivation for participation in a conflict that is openly presented by the parties to their opponents (as participants in conflict interactions are most often called). It may or may not coincide with the internal position, which is a set of those true interests, motives and values ​​that force a person or group to engage in conflict. Let us note that the internal position is often hidden not only from opponents and observers, but also from the subject himself, since it is unconscious.

As an example of such a discrepancy between internal and external positions, one can cite a typical conflict between a teenager and an adult, in which behind the outwardly aggressive position of a child, as a rule, there is a need for recognition, respect, the need to maintain the significance of his “I”, which is unconscious to him.

The conflict becomes a psychological reality for the participants from the moment the incident occurs. Incident- this is a situation of interaction that allows its participants to realize the presence of an objective contradiction in their interests and goals. That is, an incident is an awareness of a conflict situation. It can flow into various forms. First of all, a distinction is made between a hidden and an open incident. In its first form, the incident unfolds at the level of the participants’ awareness of the conflict nature of what is happening, but may not manifest itself in any way in their real relationships and reactions. An open incident unfolds as a series of conflicting actions of participants in relation to each other.

Causes, causing conflicts, are as varied as the conflicts themselves. It is necessary to distinguish between objective reasons and their perception by individuals.

Objective reasons can be fairly conventionally presented in the form of several strengthened groups:

· limited resources to be distributed;

· differences in goals, values, methods of behavior, level of qualifications, education;

· interconnection of tasks, incorrect distribution of responsibility;

· poor communications.

At the same time, objective reasons will only become the causes of conflict when they make it impossible for an individual or group to realize their needs, or affect personal or group interests.

End of work -

This topic belongs to the section:

Dynamics of social conflict

Section II dynamics social conflict sources of foundation and causes of social... cooperation cooperation strategy is characterized by a high level... special place in choosing this strategy, the subject of the conflict is taken into account if the subject of the conflict is vital..

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A conflict as a whole may consist of one or more conflict situations. We can give the following definition to the concept of “conflict situation”.

Conflict situation- conflict interaction of subjects in the totality of many external and internal, objective and subjective conditions and circumstances.

A conflict situation has a system of substantive characteristics (temporal, spatial and substantive boundaries) and an elemental structure.

The elements of a conflict situation are:

1. Parties (participants) to the conflict. Typical parties to a conflict are individuals themselves, social groups, and organizations. Both status, social-role, and psychological characteristics of the participants in the conflict are relevant in conflict interaction.

2. Interests and goals.

3. Principles and positions of the parties. Both the goals and interests and principles of the parties must be contradictory and significantly significant for them.

4. Significant contradictions between the interests and goals of the parties to the conflict. Contradictions can be both real and imaginary, far-fetched, existing only in a person’s head. The significance of interests and goals should also be subjectively exaggerated.

5. Object of conflict. The object of the conflict becomes what each party claims. This is a specific material or spiritual benefit.

6. The reason and incident of the conflict.Reason for the conflict- a specific action on the part of one or more current or future participants in the conflict, which the other side perceives as an aggressive attack on its interests. The reason usually lies on the surface, since it is an explicit or hidden specific action expressing claims to something that belongs to another, an attempt at unauthorized appropriation of something else, or damage to the honor and dignity of a person. The cause of a conflict is a phenomenon that contributes to its occurrence, but does not determine the emergence of a conflict with extreme importance. Unlike a reason, a reason arises by chance and can be created artificially, as they say, “from scratch.” So, for example, an under-salted (over-salted) dish can serve as a reason for a family conflict, while the real reason may be the lack of love between spouses. Conflict incident- a clash between interacting parties, meaning the translation of the cause of a conflict situation into a conflict.

A conflict situation and an incident together form a conflict, but the conflict situation arises before the incident. It can be created both objectively (outside the will and desire of people), due to prevailing circumstances, and subjectively, due to motives of behavior, deliberate aspirations of the opposing parties. A conflict situation (usually in a hidden form) can persist without leading to an incident or turning into a conflict. The incident, therefore, depends entirely on the situation. It is also important that a conflict situation and incident can be either provoked, pre-planned, or spontaneous, spontaneously arising.

An objectively arising conflict situation and incident can cease and develop further only as a result of a change in objective circumstances. A situation and incident that has arisen subjectively can end both due to objective changes and on the initiative of the opposition.

on both sides. In addition, an accidental conflict is less susceptible to resolution than a predetermined one.

A conflict situation often arises, escalates and enters the incident phase due to the fact that people working together do not want to listen and hear each other, and do not always have the skills to express their thoughts and attitude to a particular fact clearly and clearly.

7. Causes of conflict. This is a real contradiction between the subjects of the conflict, claiming some material or spiritual benefit at the same time. The cause of a conflict is often confused with its cause. The reason is always deeper. There is usually only one cause of conflict, but it can give rise to any number of reasons for conflict.

8. Conditions for the conflict. Conflict depends significantly on external conditions, in which it arises and develops. Important integral part these conditions are the socio-psychological environment, usually represented by personal social groups with their specific structure, norms, values, etc.

9. Images of a conflict situation. Each participant in the conflict has certain ideas about himself (motives, goals, values, capabilities, etc.), about the opposite parties and the environment in which conflict relations develop. It is these images, ideal pictures of a conflict situation, and not reality itself, that determine the conflict behavior of the participants. The relationship between images and reality is very complex and allows for cases of serious divergence. Based on this, the following four cases are distinguished:

The conflict situation objectively exists, but is not realized or perceived by the participants; there is no conflict as a socio-psychological phenomenon yet;

An objective conflict situation exists, and the parties perceive the situation as a conflict, but with certain significant deviations from reality (the case of an inadequately perceived conflict);

There is no objective conflict situation, but nevertheless the relations of the parties are mistakenly perceived by them as conflicting (a case of false conflict);

The conflict situation objectively exists and, according to key characteristics, is adequately perceived by the participants (a case of adequately perceived conflict).

Typically, a conflict situation is characterized by a significant degree of complexity and uncertainty. It is the “uncertainty” of the outcome that is a necessary condition emergence of a conflict.

It is very useful to have an idea of ​​possible distortions in the image of a conflict situation. AND I. Antsupov and A.I. Shipilov identified the main types of distortion of the image of a conflict situation by its participants.

Distortion of the conflict situation as a whole. In a conflict, the perception of not only individual elements of the conflict, but also the situation as a whole is distorted. The conflict situation is simplified, complex or unclear points are discarded, and the situation is schematized. The perspective of perception of the situation is reduced, preference is given to the “here and now” principle, the consequences, as a rule, are not calculated. The perception of the situation occurs in categorical, polar assessments of the type “black and white”, “everything or nothing”.

Distortion of perception of motives for behavior in conflict.

A. Own motivation. As a rule, they ascribe to themselves socially approved motives (the fight for the restoration of justice, the defense of honor and dignity, democracy, the constitutional order, etc.). One’s own thoughts are assessed as noble, goals as lofty and worthy of implementation, in this regard, the subject is confident that he is right, and the opponent should naturally come to the conclusion that the first is right.

B. Opponent's motives are assessed as vile and base (the desire for careerism, enrichment, flattery, etc.). If the perceiver is forced, due to undeniable evidence, to also record motives of a positive orientation, then errors arise in the assessment of motives. What follows is a detailed analysis of his opponent’s contrarian aspirations.

Distortion of perception of actions, statements, actions.

A. Own position. Usually the normative validity of the position and its expediency are recorded. The target component is considered in the spirit of “I’m right, therefore I must win.” The operational component can be perceived in the following ways:

- “I do everything right” (self-support; I am the ultimate truth);

- “I am forced to do this” (attribution of responsibility to circumstances);

- “it is impossible to do anything differently in this situation” (this is the only right decision);

- “It’s his own fault that I have to act like this” (placing responsibility on another);

- “everyone does this” (erosion of responsibility).

B. Opponent's position is perceived as erroneous, unsubstantiated, and normatively unsupported. For this reason, the opposing party's goal is to force the opponent to concede or lose. The operational component is perceived in the following interpretations:

- “these are vile actions, blows below the belt” (actions are attributed immoral, illegal content);

- “he only does what is harmful to me” (neutral actions are considered aggressive);

- “he does this intentionally” (unintentional actions are perceived as intentional).

Loss of perception of personal qualities.

A. Self-perception. Usually, positive and attractive traits are highlighted and promoted among others, incl. and among the opponent. Comments, mentions, and instructions about any dubious, absurd and unfavorable qualities or properties of one’s personality are ignored and not accepted. Emphasizing only the positive in oneself allows one to put forward the postulate “good people do good deeds.”

B. The opponent's personality. Intensification and hyperbolization occur negative traits and personality traits of the opponent. The effect of searching for a speck in someone else's eye is triggered. Strengthens-

There is a search for everything negative and unattractive. The opponent ignores what is positive, universal and valuable. Ridiculing of shortcomings (including natural ones) and allowing insults against him are justified. The point of view is accepted and supported that ʼʼ bad people They act using bad methods. An “enemy image” is formed in relation to the opponent.

There are a number of factors that generate and enhance the degree of distortion in the perception of a conflict situation, in particular, the state of stress, high level negative emotions, low level participants’ awareness of each other, inability to foresee consequences, dominance in the opponent’s mind of the “aggressive concept of the environment”, negative attitude towards the opponent, time factor, etc.

The illusion of winning- loss:“Our needs are completely incompatible, only one of us can win.” The illusion is essentially that an outcome in which one wins and the other loses is perceived as inevitable, when in fact there is an alternative mutually beneficial solution.

The illusion of a “bad person”: The individual reasons as follows: “My conflict is a direct result of my partner’s incompetence, rudeness, stupidity or other shortcomings; it should be allowed only if he recognizes them and corrects them. Because we view conflict as a direct result of the other's personal shortcomings, we abdicate responsibility for our own contribution to the problem. We reassure ourselves by believing that the other person is to blame, and we are just an innocent and unfortunate victim.

The illusion of a “stumbling block”:“Our differences are irreconcilable, an agreement is impossible.”

Other most common cases of distortion are:

- illusion of “own nobility”(everyone evaluates their ability to cooperate higher than that of their opponent);

- ʼʼeverything is clearʼʼ(ultimate, due to which the simplification of the situation asserts the truth of one and the falsity of the position of the opposite side).

If the contradictions of interests that were reflected in the pre-conflict stage cannot be resolved, sooner or later the pre-conflict situation turns into an open conflict. The presence of confrontation becomes obvious to everyone. The conflict of interests reaches such a degree that they can no longer be ignored or hidden. They interfere with the normal interaction of the parties and turn into open opponents opposing each other. Each side begins to openly defend its own interests.

At this stage of development of the conflict, the opposing parties begin to appeal to a third party, turn to legal authorities to protect or confirm their interests. Each of the subjects of the confrontation strives not to win over to its side as many allies as possible, material, financial, political, information, administrative and other resources. Not only generally accepted, but also “dirty” means and technologies of pressure on the opponent are used. Since then, it has been considered nothing more than an “enemy.”

Suffice it to recall the election campaign for early elections in... Supreme. The Rada of Ukraine in 2007 and the confrontation between various. The media poured a lot of dirt on candidates for deputies, depending on which bloc or party they belonged to and whose interests this or that media outlet expressed.

At the stage of open conflict, it also becomes obvious that neither side wants to make concessions or compromise, and, on the contrary, the attitude towards confrontation dominates, in confirmation of their own interests. At. To this end, objective contradictions in groups are often superimposed by interpersonal relationships and differences, which deepen the situation.

This is general characteristics this stage of development of the conflict. However, even within this open stage, you can highlight your own internal stages, characterized by varying degrees of tension, which in conflictology are designated as: incident, escalation and end to the conflict.

. A). Incident

The transition of a conflict from a latent state to open confrontation occurs as a result of one or another incident (from the Latin incidens - incident, what happens) . Incident- this is the event that initiates open confrontation between the parties. An incident of conflict must be distinguished from its cause . Drive unit- this is a specific event that serves as a direct impetus for the start of the conflict. At the same time, it may arise by accident, or it may be specially created, but in any case, the reason is not yet the cause of the conflict. In contrast, an incident is already a conflict, its beginning.

For example, the murder of the heir to the Austro-Hungarian throne. Franz. Ferdinand and his wife, carried out on June 28, 1914 in the city. Sarajevo, was used. Austria-Hungary as a reason for the decision. P. First World War.

. Incident- a conflict episode, the beginning of a conflict, a situation of interaction in which there is a clash of interests or goals of the participants. It is from this episode that the conflict becomes a reality for opponents; at this moment, the awareness of one’s own involvement in the conflict begins.

. Informational incident- an event that helped at least one of the warring subjects to realize the difference (full or partial) of its interests and positions from the interests and positions of other participants in the interaction

. Activity incident- a reason for declaring confrontational actions related to differences in interests and positions; this is a combination of circumstances that is a reason for conflict

The incident can be provoked, but more often it is spontaneous, that is, this is the last straw that overflows the cup of patience, here a person learns the limits of his tolerance. It can also be hidden by it (passing at the level of emotional experiences and not manifested externally) or open (manifested externally as a series of certain actions).

The incident demonstrates to the participants the presence of a problem, the essence of which may not be clear to them, but the existence of which is recognized. A conflict that begins with an incident may end with one. In some cases, it means that the parties to the conflict separate so as not to meet again, and in other cases the conflict ends with an incident, since the opponents manage to solve all problems during the incident.

Important elements of the development of the conflict at this stage are: collecting information about the actual capabilities and intentions of opponents, searching for allies and attracting additional forces to one’s side. Since the anti-fighting incident is of a relatively local nature, the full potential of the parties to the conflict has not yet been demonstrated, although all forces are already beginning to be brought into the fighting camp.

However, even after the incident, it remains possible to resolve the conflict peacefully, through negotiations, and reach a compromise between the parties to the conflict. And this opportunity should be used by the ethical world.

If after the incident it was not possible to find a compromise and prevent further development of the conflict, then the first incident is followed by the second, third, etc. The conflict enters the next stage - it escalates (increases).

. B). Conflict escalation

. Conflict escalation- this is its key, intense stage, when all the contradictions between its participants intensify and all opportunities are used to win the confrontation. This is no longer a local battle, but a full-scale battle. There is a mobilization of all resources: material, political, financial, informational, physical, mental, etc.

At this stage, any negotiations or other peaceful ways to resolve the conflict become useless. Emotions often begin to overshadow reason, and logic gives way to feeling. the main task is to inflict as much harm as possible on the enemy at any cost. Therefore, at this stage, the original cause and main goal of the conflict may be lost, and new reasons and new goals come to the fore. During this stage of the conflict, a change in value orientations is also possible. The development of the conflict acquires a spontaneous, uncontrollable character.

Among the main points characterizing the stage of conflict escalation are the following:

Creating an image of the enemy;

Demonstration of force and threat of its use;

Use of violence;

The tendency to expand and deepen the conflict. Creating an enemy image is one of the the most important moments stage of development of the conflict. It begins to form at its early stage and finally begins to take shape during the period of escalation. The existence of certain enemies is an indispensable element necessary for maintaining the unity of the group members and for them to recognize this unity as one of their vital interests; it can even be considered a manifestation of political wisdom.

As is known, the internal unity of a group is strengthened if, at the ideological level, the image of an enemy is created and constantly maintained, with whom it is necessary to fight and against which one should unite. The image of the enemy is additional socio-psychological and ideological factors for the cohesion of a group, organization or society. In this case, their members realize that they are fighting not for their own interests, but for a common cause, for the country, the people. The enemy of reality can be either real or imaginary, that is, it can be fictitious or artificially formed to strengthen the unity of a group or society.

The demonstration of force and the threat of its use is the next important element and characteristic of conflict escalation. One of the parties or both, in order to intimidate the enemy, are constantly trying to show that the power and resources of one side exceed the power of the other side. Moreover, each side hopes that such a position will lead to the enemy’s capitulation. However, this usually results in the enemy mobilizing all its resources, which leads to further escalation of the conflict. Psychologically, a demonstration of force or the threat of use is associated with escalating emotional tension, hostility and hatred towards the enemy.

Often this technique is implemented through the announcement of various kinds of ultimatums to the other side. It is clear that only the side that is in some respect stronger than the other can resort to an ultimatum. Therefore, announcing an ultimatum is the lot of the strong, although it does not always involve physical or material strength. Declaring a hunger strike in protest against the actions of the authorities or the administration of an enterprise is also a scam. Atum. In this case, both the authorities and the administration often make concessions in the face of the threat of a person’s death and in the face of the threat of showing their own cruelty and inhumanity.

The natural reaction to a demonstration of force and the threat of its use is an attempt to defend itself. However, as is known, The best way defense - attack. If the enemy's power and resources are not much greater than or not at all greater than the strength of the one being threatened, then the threat of force most often provokes violence and further escalation of the conflict.

The use of violence is another essential characteristic of the escalation stage of a conflict. Violence is a harsher means of influence. This is the last argument in the conflict, its application indicates that the limit has arrived in the escalation of the conflict, the highest phase of its development.

This is not just about physical violence. These can be of the most varied types: economic, political, moral, psychological, etc. If the boss, in response to fair criticism, forces the vile person to free himself, at will", it's violent.

Violence can manifest itself not only in an open form - murder, tasks of physical or material damage, theft of property, etc., but also in a disguised form when certain conditions are created that limit the rights of people or obstacles to defending their legitimate interests. Not providing the opportunity to go on vacation at a convenient time, not being able to publish a critical article against a government official in a central newspaper - all these are examples of disguised violence.

Violence as the highest stage of conflict escalation can cover various spheres of human activity (economic, political, domestic, etc.) and various levels of organization of the social system (individual, group, society, society). One of the most common types of violence today is domestic violence. This is the most cynical and hidden form of violence. Domestic violence has many different manifestations and forms. It is not limited only to beatings, but can also be economic, sexual or psychological. Domestic violence is characterized by the fact that it is not only hidden, but also often continues for many years. Rokirokov.

The tendency to expand and deepen the conflict is another stage in the escalation of the conflict. Conflict does not exist within a constant framework and in one state. Having started in one place, it begins to cover new areas, territories, social levels and even countries. Having arisen as a purely business conflict between members of an organization, it can subsequently cover the socio-psychological and ideological sphere, moving from the interpersonal level to the intergroup level, etc.

A dispute between a seller at a bazaar and a buyer may begin due to the fact that they do not agree on the price. But then they can already accuse each other of all mortal sins and, moreover, those around them can intervene in it. Consequently, over time, this is no longer a dispute between the seller and the buyer, but a confrontation between two camps.

. C) 3 ends of the conflict

. Ending the conflict-this is the last stage open period conflict. It means any of its completion and can be expressed in a radical change in values ​​by the subjects of the confrontation, the emergence of real conditions for its termination or forces capable of doing this. Often the end of a conflict is characterized by the fact that both sides realized the futility of its continuation.

At this stage of development, confrontation is possible different situations, which encourage both parties or one of them to end the conflict. Such situations include:

A clear weakening of one or both sides or their exhaustion of resources, which does not allow further confrontation;

The obvious futility of continuing the conflict and the awareness of this by its participants;

Identification of a significant advantage of one of the parties and its ability to impose

your will to your opponent;

The appearance of a third party in the conflict, its desire and ability to end the confrontation

Ways to end the conflict:

Elimination (destruction) of one or both parties to the conflict;

Elimination (destruction) of the object of the conflict;

Changing the positions of both or one of the parties to the conflict;

Participation in the conflict new strength capable of completing it through coercion (forceful pressure);

Appeal of the subjects of the conflict to the arbitrator and its completion with the help of the arbitrator;

Negotiation as one of the effective ways to resolve conflict

Depending on the nature of their completion, conflicts are:

a) for the implementation of the goals of confrontation:

Victorious;

Compromise;

Vulnerable;

b) according to the forms of conflict resolution:

Peaceful;

Violent;

c) by conflict functions:

Constructive;

Destructive;

d) from the point of view of efficiency and completeness of the solution:

Fully completed;

Deferred for a definite or indefinite period

It should be noted that the concept of ending a conflict and resolving a conflict are not identical. Conflict resolution is one of the forms of ending the conflict, which is expressed in a positive, constructive solution problems we are the main participants in the conflict or a third party. The forms of ending the conflict can be:

Attenuation (fading) of the conflict;

Resolving conflict;

The escalation of one conflict into another conflict

post-conflict period

The last stage in the dynamics of the conflict is the post-conflict period, when the main types of tension are eliminated, and relations between the parties are finally normalized and cooperation and trust begin to prevail.

However, it should be borne in mind that ending a conflict does not always lead to peace and harmony. It happens that the end of one (primary) conflict can give impetus to other, derivative conflicts, and in absolutely other areas of life. Thus, the end of a conflict in the economic sphere may give impetus to its emergence in the political sphere, and after the resolution of political problems, a period of ideological confrontation may begin, etc.

Thus, the post-conflict period includes two phases:

1 partial normalization of relations, which is characterized by the presence of negative emotions that do not make it possible to calmly react to the actions of the opposing party. This phase is characterized by experiences, comprehension of one’s position, correction of self-esteem, levels of aspirations, attitude towards the partner, aggravation of feelings towards him. With such a conclusion of the conflict, post-conflict syndrome may occur, which manifests itself in tense relationships between the former participants in the conflict, and if the contradictions between them aggravate, post-conflict syndrome may become the source of the next conflict, with another object of the conflict, at a new level and with a new composition of participants.

2. Complete normalization of relations occurs when the parties realize the importance of further constructive interaction. At this stage, it is time to sum up, evaluate the results and the values, relationships, and resources achieved or lost. But in any case, the conflict ends affects both the participants in the conflict and the social environment in which the conflict took place. The consequences of the conflict are true for everyone.

In conclusion, it should be said that all conflicts cannot be brought under a single universal scheme. There are conflicts such as clashes, when opponents are divided by irreconcilable contradictions and they count only on victory; there are conflicts such as debates, where an argument and certain maneuvers are possible, but in principle both sides can count on a compromise; There are conflicts like games, where the parties act within the limits of the same rules, so they never end.

Thus, the proposed scheme considers an ideal model for the development of a conflict situation, while reality gives us many examples of conflicts.

Technology for resolving non-random conflicts

In addition to random conflicts, there are so-called non-random ones. They make up about 20% of total number conflicts, but in terms of their destructive impact on the human psyche, they are much more dangerous than others.

Where to start resolving the conflict? From establishing the reasons. The real reasons often hide because they can characterize the initiator of the conflict not from the best side. In addition, more and more new participants are being drawn into the protracted conflict. This expands the list of conflicting interests, which objectively makes it difficult to find the main causes of disagreement. Experience in conflict resolution has shown that it is much easier to get out of a difficult situation if you know the conflict formulas.

First conflict formula

Conflict situation + Incident = Conflict

Conflict situation is a situation that has developed as a result of accumulated contradictions that contain the root cause of the conflict.

Incident- this is a case, an incident that is a reason for conflict.

Conflict– this is open confrontation as a consequence of mutually exclusive interests and positions.

It follows from the formula that the conflict situation and the incident are independent of each other, i.e. neither of them is a consequence or manifestation of the other. Resolving a conflict means:

1. eliminate the conflict situation;

2.end the incident.

It happens that a conflict situation cannot be resolved for objective reasons. The Conflict Formula shows that to avoid conflict, you should exercise utmost caution and not create an incident. Of course, the first one is more difficult to do. Therefore, unfortunately, in most cases the matter is limited only to the exhaustion of the incident.

The relationship between the two employees did not work out. Alone in conversation used offensive words towards another. The second one was offended and slammed door and wrote a complaint against the first one. The senior manager called offender and forced him to apologize. “The incident is over,” he said. the manager is satisfied, meaning that the conflict has been resolved. Is not it This?

Let's turn to the conflict formula. The conflict here is a complaint; conflict situation – not established relationships between employees; incident - words spoken. By forcing an apology, the manager truly ended the incident.

What about a conflict situation? It not only remained, but also got worse. The offender did not consider himself guilty, but had to apologize, which is why his antipathy towards the victim only increased. He, in turn, realizing the falsity of the apology, did not change his better side your attitude towards the offender.

Thus, by his formal actions, the manager did not resolve the conflict, but only aggravated the conflict situation (unsettled relationships) and thereby increased the likelihood of new conflicts between these employees.

Conflict between people can be compared to a weed: a conflict situation is the root, and an incident is the part that is on the surface. It is clear that by tearing off the stem, but without touching the root, we will only strengthen the work of the weed in absorbing so-needed substances from the soil. cultivated plants. And it’s more difficult to find the root after that. It’s the same with conflict: by not eliminating the conflict situation, we create conditions for deepening the conflict.

Second conflict formula

Conflict situation + Conflict situation = Conflict

Conflict situations are independent and do not follow from one another. Each of them plays the role of an incident for the next one. Resolving a conflict using this formula means eliminating each of the conflict situations.

In vector form, the first and second conflict formulas can be represented as follows:

First conflict formula

K – conflict

And - incident

KS, KS1, KS2 – conflict situations

Types of conflicts

The given schemes for the occurrence of conflicts allow us to assess the degree of inevitability of each of them.

Classification of conflicts
according to the degree of their inevitability

Type A. Conflicts of this type are random. Firstly, because the first conflictogen is often accidental. Secondly, not every conflictogen leads to conflict. And thirdly, there may not be a conflict response.

Type B. If you do not strive to prevent a conflict situation, then the conflict will happen sooner or later. After all, with accumulated contradictions, an incident is enough for a conflict to arise. It can be any conflictogen.

Type B. When there are multiple conflict situations, conflict is inevitable. After all, each new conflict situation adds contradictions and thereby increases the likelihood of conflict.

Knowing the patterns of occurrence and types of conflicts, we obtain the basis for creating algorithms for their prevention and resolution. Since the correct formulation of the conflict situation plays a key role in this, we will name the rules that allow us to reliably establish the root cause of the conflict.

Rules for formulating a conflict situation

Rule 1. Remember: a conflict situation is something that needs to be eliminated.

Therefore, formulations like: a conflict situation in this person, in the socio-economic situation, in the lack of buses on the line, etc., are not suitable, since we have no right to eliminate the person, none of us will change the socio-economic situation and will not increase the number of buses on the line.

Rule 2. A conflict situation always arises before a conflict. The conflict arises simultaneously with the incident. Thus, a conflict situation precedes both the conflict and the incident. It is no coincidence that in the first conflict formula, the conflict situation comes first, then the incident, and only then the conflict.

Rule 3. The wording should tell you what to do. Let us turn to the conflict situation discussed earlier. Since its root cause is an unfulfilled relationship, in order to resolve the conflict, employees should behave with more restraint, try to accept their colleague for who he is, and communicate with each other as little as possible.

Rule 4. Ask yourself the question: “Why?” until you get to the root cause. If we recall the analogy with a weed, this means: do not tear off the stem, do not pull out only part of the root - the remaining part will still reproduce the weed.

Rule 5. State the conflict situation in your own words, avoiding, if possible, repeating the words you use to describe the conflict. The point is that when considering a conflict, there is usually a lot of talk about it. visible sides, i.e. about the conflict itself and the incident. We come to an understanding of the conflict situation after some conclusions and generalizations. This is how words appear in the formulation that were not there initially.

Rule 6. Use a minimum of words in your wording. When there are too many words, the thought is not specific, additional meanings appear. This aphorism is as appropriate as anywhere else: “Brevity is the sister of talent.”

Conflict personalities

Many conflicts arise due to the complexity of people's character. There are 6 types of conflicting personalities.

Demonstrative. They are characterized by the desire to always be in the center of attention and to enjoy success. Even in the absence of any grounds, they can go into conflict in order to at least be visible in this way.

Rigid. They are distinguished by ambition, high self-esteem, unwillingness and inability to take into account the opinions of others. Once and for all, the established opinion of a rigid personality inevitably comes into conflict with changing conditions and leads to conflict with others. These are the people who are convinced: if the facts do not suit us, so much the worse for the facts. Their behavior is characterized by unceremoniousness, turning into rudeness.

Uncontrollable. They are characterized by impulsiveness, thoughtlessness, unpredictability of behavior, and lack of self-control. Aggressive, defiant behavior.

Ultra-precise. Scrupulous, placing inflated demands on everyone (starting with themselves). Anyone who does not meet these requirements is subject to harsh criticism. They are characterized by increased anxiety, manifested, in particular, in suspicion. They are distinguished by excessive sensitivity to assessments from others, especially managers. All this often leads to unsettled personal life.

Rationalists. Calculating people who are ready for conflict at any moment when there is a real opportunity to achieve personal (careerist or mercantile) goals through conflict. For a long time can play the role of an unquestioning subordinate, for example, until the chair begins to sway under the boss. This is where the rationalist will prove himself, being the first to betray the leader.

If the conflicts of interests emerging at the pre-conflict stage cannot be resolved, sooner or later the pre-conflict situation turns into an open conflict. Conflicting interests reach such a degree that they can no longer be ignored or hidden; they interfere with the normal interaction of the parties, which turn into open opponents opposing each other. Each side begins to openly defend its own interests.

At this stage of development of the conflict, its opponents begin to appeal to a third party, turn to legal authorities to protect or assert their interests. Each of the subjects of the confrontation tries to attract to its side as many allies as possible and means of putting pressure on the other, including material, financial, political, information, administrative and other resources. Not only “allowed”, generally accepted, but also “dirty” means, methods and technologies of pressure on the opponent are used, who from now on is considered nothing more than an “enemy”, “enemy”.

Suffice it to recall the Orange Revolution in Ukraine in 2004 and the confrontation between supporters of the government and the opposition, who threw dirt on presidential candidates depending on which camp they belonged to and whose interests they expressed.

The open stage of the conflict begins after one of the participants “presses the trigger” and the parties move on to mutual actions aimed at infringing on each other’s interests.

The open stage is characterized by:

1. The conflict is obvious to all participants. The actions of the participants become practical, they take on an external form (including the use of mass communication, actions to seize a disputed object, threats, violence, etc.).

2. Third parties are aware of the conflict and influence its course to varying degrees. At this moment, the conflict acquires stability, which is expressed in the fact that all subjects drawn into its orbit are forced to obey the rules prescribed for their roles, gradually losing personal control over the development of the situation and freedom of choice best alternative own behavior model.

This is a general characteristic of the second stage of development of the conflict. However, even within this open period, one can distinguish its own internal stages, characterized by varying degrees of tension, which in conflictology are designated as:

1) incident

2) escalation

3) end of the conflict.

Incident and reason

The transition of a conflict from a latent state to open confrontation occurs as a result of one or another incident (from the Latin incidens - an incident that happens). An incident is one that initiates open confrontation between the parties.

The incident is the first clash of the parties, a test of strength, an attempt to use force to solve the problem in one’s favor. If the resources involved by one of the parties are sufficient to tip the balance of forces in their favor, then the conflict may be limited to an incident. Often the conflict develops further as a series of conflict events and incidents.

The incident of a conflict must be distinguished from its cause. An occasion is a specific event that serves as an impetus, a subject for the beginning of conflict actions. Moreover, it may arise by chance, or it may be specially invented, but, in any case, the reason is not yet a conflict. In contrast, an incident is already a conflict, its beginning.

For example, the reason for Georgia to unleash an armed conflict in South Ossetia in the summer of 2008 was supposedly a response to a violation of the ceasefire by South Ossetia and “the establishment of constitutional order in the Tskhinvali region.” And the massive artillery shelling by Georgian troops of the capital of South Ossetia, the city of Tskhinvali (i) and surrounding areas on the night of August 7-8, 2008, is no longer a reason, but the beginning of an armed conflict.

The incident reveals the positions of the parties and clarifies the balance of power. However, in this phase of the development of the conflict, the real strengths of its subjects are not yet fully known; they have not finally decided to what extent they will be able to reach in the confrontation. On the one hand, this uncertainty of forces and resources acts important factor containment of the development of the conflict in at this stage. On the other hand, it also contributes to its further development. If both sides had a clear understanding of their potentials, resources, strengths and means, then many conflicts would be prevented or resolved in the shortest possible time. More weak side would not, in many cases, aggravate the useless confrontation, and the stronger side, without thinking twice, would suppress the enemy with all its might. The incident would have been over.

Thus, an incident often creates an ambivalent situation in the attitudes and actions of the subjects of the conflict. On the one hand, there is a desire to try to quickly resolve an objective conflict situation in one’s favor, and on the other hand, there is a fear of the unknown of its final outcome.

That's why important elements development of the conflict at this stage are: “reconnaissance”, collecting information about the true capabilities and intentions of opponents, searching for allies and attracting additional forces to one’s side. Since the confrontation in the incident is local in nature, the full potential of the parties to the conflict has not yet been demonstrated. Although all forces are already beginning to be brought into combat mode.

However, even after the incident, it remains possible to resolve the conflict peacefully, through negotiations to reach a compromise between the parties to the conflict. And this opportunity should be used to the fullest.

If after the incident it was not possible to find a compromise and prevent further development of the conflict, then the first incident is followed by the second, third, etc.