A Critical Analysis Of The Satisfaction Triangle

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What is Conflict? According to Shearouse (2011), conflict can be defined as “when what you want, need, or expect interferes with what I want, need or expect”. In addition, conflict is when people’s differences negatively affect the productivity, quality, service, or working relationship. Conflict is often seen as a negative thing, however research shows us it can improve productivity and performance and strengthen teamwork. If people focus on the negative aspect of conflict, more than likely there will not be a solution. Conflict is evitable, but manageable.
Disagreement and Conflict A disagreement is a difference in position or opinion. When people have a disagreement it typically stems from a difference in interests, values, needs and experiences.
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To effectively analyze a conflict the use of the Satisfaction Triangle could be helpful. The Satisfaction Triangle is a model created by Christopher Moore, and is based on the idea that there are three types of needs for people in a conflict. The needs are process, substance and emotional satisfaction. Process satisfaction is about how people came to the decision or solution, substance refers to the actual outcome of the conflict and emotional satisfaction is being heard throughout the conversation and to be apart of the decision-making. To actually figure out the root of the conflict, it is important to know what side of the Satisfaction Triangle the person’s feelings fall under. It is important to note that each need requires different approaches when managing the …show more content…
Fear often drives people to avoid conflict. People fear getting their feelings hurt, hurting someone else or making a mistake. Accommodating is considering other peoples concerns most important. This usually stems from feelings of compassion and empathy. Competing is viewing your needs, wants or concerns as more important and less about others. People who use the competing style want to be respected for who they are and what they know. Comprising is having a high concern for personal wants and others, but taking in consideration the goal, believes everyone should give a little. It is basically realizing and being okay with not getting everything wanted. Lastly, collaborating is everyone listening to each other, and coming up with a solution together. I think depending on the situation and who the conflict is with, determines the response/conflict handling style

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