Successful conflict management in change processes

Typical triggers of conflicts in change processes  

• Digitization projects such as the introduction of new software systems.
• Organizational changes in the structural and process organization.

Clarity through systematic conflict diagnosis

• Types of conflict: material, distribution, relationship and role conflicts.
• Degree of escalation: level, history and recurring patterns.
• Parties: Intrapersonal, Interpersonal, Intragroup, Intergroup, Systemic.
• Solution strategies: Dominance, adaptation, avoidance, compromise, cooperation.

Understanding and applying psychological mechanisms

• Basic motives: performance, influence, connection, freedom - triggering and de-escalating conflicts.
• Thinking according to Kahnemann: System 1 (fast) vs. System 2 (logical) in conflict management.
• Types of conflict:
  • Factual conflicts: Emotions and factual misunderstandings.
  • Distribution conflicts: winners, losers and benefits for all parties.
  • Relationship conflicts: identity, insults and loss of face.
  • Role conflicts: freedom, leadership and reactance behavior.

Targeted conflict management  

• Avoid conflicts at an early stage: Recognizing and limiting dynamics.
• Intervention methods: Instruction, coaching, mediation, group and process facilitation.