Resolving conflicts within Internet schoolwork teams can often be a challenging task. At the University of Phoenix, as well as elsewhere, such conflict must be successfully managed in order to achieve peak team performance. While Internet-based team situations often face special challenges, the fundamentals of conflict resolution remain applicable. Successful conflict resolution involves a number of aspects, including exploring the reasons for the conflict, determining solutions, agreement on the solution, implementation and evaluation of the solution, and practicing the conflict resolution process.
Conflict is often a natural result of teamwork. However, the fact that conflict is natural does not mean that it cannot be managed in order to get the best team result.
It is important that team members understand that individual members have strong, and often different emotions and feelings, and that different opinions can be one of the most important benefits of teamwork (Penn State University).
Conflict can take a number of different forms. Internal conflict occurs when an individual experiences personal conflict that interferes with their ability to perform. Individual conflict with another team member and individual conflict with the entire team can also occur. Conflict can also take the form of conflict between several team members, conflict between teams, and even conflict between a team and a single person outside of that team (such as a supervisor or faculty member) (Penn State University).
Internet-based teamwork often has special challenges. Online groups such as those at the University of Phoenix are different from traditional groups in that they do not have face-to-face contact. As such, these Internet-based groups do not allow the visual, auditory, and other cues that we often use to interact with others. This can create a feeling of anonymity that can both weaken group norms, and sometimes increase the speed of intimacy within the group (King, 1999). There are also definite positive potentials for online groups, as noted by Collins and Berge (1996) who state there is hope for "a virtual community... that provides...
A number of specific steps should be taken in order to resolve conflict. The steps include exploring the reason for the conflict, finding alternative solutions, agreeing on an appropriate solution, implementing and evaluating the solution, and practicing the conflict resolution process.
While there commonalities among disputes and it is also important to realize that each team is unique, and that disputes can arise for a number of different reasons. As such, it is important to consider that conflict resolution techniques must be able to address these differences. Important in all successful conflict resolution is the idea of negotiation, which involves listening to both sides, and avoiding responses such as confrontation and avoidance (Townsley, 1995).
While exploring the reason for the conflict, is important to try to deep personalize the conflict. Simply, this means focusing on issues, rather than personalities. In this situation, each side should attempt to objectively explain their point-of-view, and individuals should be encouraged to listen to other points-of-view (Penn State University). At this stage, it is important to address the conflict directly. Failing to address a conflict can result in a result tensions that appear often at the worst times (Heathfield, 2004).
After determining the reasons for the disagreement, it is important to discern alternative solutions. At this stage, it can often be helpful to ask each participant to describe the actions that they would like the other party to take. Three or four suggestions are an optimal number. Similarly, asking participants to identify what to the other person can do less of, more of, stop doing, and start doing may be helpful (Heathfield, W2004).
The next step is to get the parties involved to agree on the most appropriate solution. This stage may include further exploration of specific solutions. It is important to emphasize…
