Author: Joansandy Wong, PhD
During their monthly work meeting, Troy incessantly interrupted or spoke over Samantha every time she attempted to speak, and she countered by angrily shooting down every idea he proposed. The meeting was tense and awkward and everyone left frustrated and stressed out. Scenarios like this one are not uncommon. On average, managers spend 25-40 percent of their time dealing with workplace conflict (Ilgaz, 2014). Though some level of conflict is natural in small groups, interpersonal or relational conflict like the one demonstrated in the scenario above can be detrimental to a group. Conversely, moderate to low levels of task conflict can be productive and helpful. In this chapter, we will examine conflict, the different types of conflicts, ways of mitigating conflict types, models of conflict in small group decision-making, conflict management styles, role of emotions and the communication climate, the conflict styles, and how to create an assertive message. First, though, let us examine what constitutes a group.
What is a Group?
A group may be defined as three or more individuals who affiliate, interact, or cooperate in a familial, social, or work context. Group communication may be defined as the exchange of information with those who are alike culturally, linguistically, and/or geographically. Group members may be known by their symbols, such as patches and insignia on a military uniform. They may be known by their use of specialized language or jargon; for example, someone in information technology may use the term “server” in reference to computers, whereas someone in the food service industry may use “server” to refer to the worker who takes customer orders in a restaurant. Groups may be defined by function. Some groups may be assembled at work to solve problems, and once the challenge has been resolved, they dissolve into previous or yet to be determined groups.
Small groups normally contain between three and eight people. If there are more than eight members, it becomes a challenge to have equal participation, where everyone has a chance to speak, listen, and respond. Finding a natural balance within a group can also be a challenge. Small groups need to have enough members to generate a rich and stimulating exchange of ideas, information, and interaction, but not so many people that what each brings cannot be shared (Galanes, Adams, & Brilhart, 2000).