The sequence of occurrence of the conflict situation is. Open Library - open library of educational information

Conflict is a model of behavior with a special distribution of roles, sequence of events, motivation and forms of advocacy.

In the stage of development of social conflict, there are three main phases (Fig. 7.3).

Rice. 7.3.

  • 1. The transition of the conflict from a latent state to an open confrontation of the parties. The struggle is still being waged with limited resources and is only local in nature. Only the first test of strength is taking place, there are still real opportunities to stop the open struggle and resolve any conflict by other methods.
  • 2. Further escalation of confrontation. To achieve their goals and block the actions of the enemy, more and more resources of the opposing sides are introduced, almost all the opportunities to find a compromise have already been lost. The conflict is becoming more and more unmanageable and unpredictable.
  • 3. The conflict reaches its climax and takes the form of a total war with the use of all possible forces and means. The conflicting parties seem to forget the true causes and goals of this conflict. The main goal of the confrontation is to cause maximum damage to the enemy.

Most domestic conflictologists traditionally distinguish the following stages of conflict development:

  • 1) pre-conflict situation;
  • 2) incident;
  • 3) escalation;
  • 4) de-escalation;
  • 5) climax;
  • 6) completion;
  • 7) post-conflict situation.

Pre-conflict situation characterized by the presence of the so-called latent conflict, which consists in the fact that one or more subjects - potential opponents - accumulate some dissatisfaction, which leads to an increase in the corresponding tension. The external manifestation of the latent conflict is insignificant, and, as a rule, concerns misunderstanding, as well as the desire to stop the interaction of all conflicting parties.

Incident- active, outwardly observable actions aimed at mastering the subject of this conflict. In an incident, the stress tolerance limit (energy barrier) is revealed - the level of internal stress, overcoming which leads to its escalation.

Escalation- an increase in the energy of social conflict. Depending on the conditions, it can be carried out in different ways: undulating, sluggish, steep.

At the same time, the parties to the conflict exchange an increasing number of demands, which are becoming more stringent and emotional.

De-escalation- reducing the tension of the opposing sides of the conflict, its attenuation and the transition to a peace process.

At the same time, de-escalation leads to the completion of conflict actions and corresponding counteractions. But after the end of the conflict, it can still start anew if the needs of the warring parties are not satisfied.

climax – highest point escalation of the corresponding conflict. At the same time, the climax of the conflict is expressed by one or several conflict episodes of such intensity and tension that it becomes clear to the opposing sides of the conflict that it should no longer be continued.

Therefore, it is from this moment that the participants in the conflict take measures to resolve it, however, the conflict can still be resolved even before its climax.

If the conflict drags on, it may die out on its own or require the mobilization of significant resources on the part of the participants to resolve it.

Completion- determination of the price of the conflict and the price of exit from it. The cost of a conflict is usually the sum of the effort and energy expended on the conflict itself.

Post-conflict situation- the stage of the consequences of the conflict, which can have a positive or negative value (Fig. 7.4).

Rice. 7.4.

It is at this stage that the time comes for summing up, assessing the results of values ​​and resources achieved or lost in the conflict.

But in any case, the completed conflict almost always affects both the participants and the social environment in which it proceeded.

Ways and means of regulating any social conflicts in society, as a rule, depend on the characteristics of their occurrence and course.

Expert opinion

Sociologist P. Sorokin at one time rightly pointed out the connection between the conflict and the satisfaction of the corresponding needs of people.

In his opinion, the source of conflicts in society lies mainly in the suppression of the basic needs of people, without which they cannot exist. First of all, the ego needs food, clothing, shelter, self-preservation and self-expression. At the same time, not only these needs themselves are important, but also the means of satisfying them, access to the relevant types of activities, which, in turn, is determined by the social organization of a given society.

In this regard, the determination of ways to regulate the relevant conflicts should be based on knowledge of the priority needs, interests and goals of people in certain periods of the development of society.

The best way to regulate social conflict is its prevention, the ability to act preventively. At the same time, one must know and be able to observe such phenomena that could be called indicators of the conflict itself.

In the labor sphere, such indicators include employee dissatisfaction, a decrease in key indicators, violation of labor discipline, requiring the employer to implement preventive mechanisms for tracking such social indicators. For example, in Japan, for this purpose, they use quality circles, attention services, working mood, a helpline, and even a rubber dummy of an administrator.

V scientific literature three possible outcomes of resolving any social conflict are described:

  • - elimination of the conflict;
  • - conflict resolution;
  • - resolution of social conflict.

elimination social conflict leads to one of the following results.

  • 1. The destruction of one of the warring parties as a result of the victory of the other. For example, the victory of the proletariat as a result of the October Revolution.
  • 2. Destruction of both opposing sides. An example of this is the "Pyrrhic victory", having achieved which, the ancient Greek king Pyrrhus lost his army.
  • 3. The escalation of one conflict into another - both between the same participants and in a different composition, when the warring parties unite against a third party.

Settlement social conflict means its completion under the following conditions.

  • 1. Reconciliation of the opposing sides in a state of conflict impasse, when the price of victory is more expensive than the price of settlement. In this case, the settlement occurs, as a rule, on the basis of the consent of the warring parties to make mutual concessions while maintaining opposing interests and a conflict situation. An example of such an end to a social conflict is the Khasavyurt agreements between Russia and Chechnya, signed by A. Lebed and A. Maskhadov.
  • 2. Reconciliation of the warring parties based on the recognition of the victory of one of the parties and fixing this in the relevant agreement. An example of such a completion is the victory of the USSR and its allies over Japan in World War II. But even in this case, the conflict situation persists and may manifest itself sooner or later.

Permission social conflicts is expressed in the elimination of the causes that gave rise to it, as well as in the elimination of the opposition of the interests of the opposing subjects.

To resolve and resolve social conflicts, as a rule, one has to make significant efforts, since their self-resolution is almost impossible. You can ignore the conflict, ignore it, deal only with its ideological (verbal) resolution, then it will unfold spontaneously, escalate, unite with other conflicts and, ultimately, end with the destruction of the social system (or subject) in which it occurs. .

Expert opinion

The resolution of any social conflict is, first of all, overcoming the main contradiction in the interests of the parties, as well as eliminating it at the level of the causes of the conflict. The resolution of the conflict in this case can be achieved either by the conflicting parties themselves without the help of any third parties, or by connecting to the decision of any third party - an intermediary; through the participation in the conflict of a new force capable of ending it by coercion; through the appeal of the subjects of the conflict to the arbitrator and its completion through the arbitrator; through negotiations as one of the most effective and common ways to resolve a conflict.

Among the specific methods of resolving social conflict in the scientific literature are the following:

  • – preventive a method of avoiding conflict (avoiding meetings with a potential adversary, eliminating factors that could contribute to escalating tension and starting a conflict, etc.);
  • – method negotiations which allows reducing the severity of the conflict through an open and constructive exchange of views, avoiding the uncontrolled use of violence, correctly assessing the situation and the potential for its development;
  • – method use of intermediaries- authoritative and competent persons and public organizations, whose timely intervention makes it possible to reconcile the warring, or at least find a compromise;
  • – arbitration- an appeal to a third party respected by both parties for help in resolving disputes;
  • – method postponing a final decision (sometimes postponing a decision leads to a spontaneous relaxation of tension between the parties, but such cases are rare and the method cannot be called effective).

These methods are techniques for regulating and localizing the conflict. Not a single society has yet managed to achieve a conflict-free existence, and the task is to learn how to diagnose the causes of conflicts, control and regulate its course.

  • Sociology: a textbook for university students / ed. V. K. Baturina. S. 278.

Consider the stages of development of the conflict.

Causes of interpersonal conflicts.

1. Subject - business disagreements. For example: students had disagreements about how to conduct the Last Call - in the style of the nobility of the 19th century or a fantastic story. This conflict does not lead to a break in interpersonal relationships and emotional hostility.

2. Divergence of personal interests. When there are no common goals, there is a situation of competition, each pursues personal goals, where the gain of one is the loss of the other (often these are artists, athletes, artists, poets).

Sometimes long subject-business disagreements lead to personal conflicts.

3. Communication barriers(see lecture No. 3) + semantic barrier, when an adult and a child, a man and a woman do not understand the meaning of the requirements, therefore they are not fulfilled. It is important to be able to put yourself in the place of another and understand why he acts the way he does.

Stage 1: Conflict situation - it is a positional difference in the perception of objectivity. For example: a student does not go to class and thinks that there is nothing to worry about. The teacher knows for sure that the student has the right to skip classes, but he has no right not to know the material. Until the positions are discovered, each hopes that the other will understand his position.

Stage 2: Incident- this is a misunderstanding, an unpleasant incident in the current situation. For example: a student missed class and then came back with an unprepared assignment. Here the parties clearly reveal their positions . It may be the other way around: first an incident, and then a conflict situation.

Stage 3: Conflict - clash of parties, clarification of relations.

What is the solution to this conflict, what should be done in this situation?

We can talk about the solution of the conflict only if both sides have won, or at least no one has lost.

1.conflict detection. The perceptual side of communication works. One notices a change in attitude towards himself on the part of another person. As a rule, the first signs are not caught by consciousness and rather they can be felt by barely noticeable signs (dryly greeted, closed, does not call, etc.)

2. Analysis of the situation. Identify an empty conflict or a meaningful one. (If empty, then see above for ways to solve it or redeem it). If informative, then plan further actions:

Determine the interests of both parties

The prospect of personal development as a result of conflict resolution (what I lose, what I gain)

The degree of development of the conflict from simple discontent(ooh-ooh) disagreement ( when no one listens to anyone, everyone speaks his own) opposition and confrontation(open call, wall to wall) to breakup or coercion take the side of the other.



3. Direct conflict resolution:

- Removing psychological stress(a request for forgiveness: “Forgive me…”, a joke, an expression of sympathy, granting the right to disagree: “Maybe I’m wrong” or “You can disagree with me…”, intonation of tenderness: “When you are angry, I I especially love you ... "," It always happens to me: the one I love the most, that gets the most from me "

Requesting a service (E. Osadov "He was a thunderstorm in our area ..."

Use of positive interaction skills in communication (I-concept, skills of confident behavior, the position of an “adult” in interaction, active listening skills, etc.)

Compromise is a mutual mutual or temporary concession of one person for the sake of settling relations with another. This is the most common and effective form of conflict resolution. It is always an expression of respect for the other.

Unexpected reaction (For example, a man's teacher and a woman's teacher to a child's complaint, the mother's actions after being called to the school to the director)

Delayed reaction (wait, give time. And then use other methods)

Arbitration - when conflicting parties turn to a third party to resolve the problem. Moreover, to the one who is respected by both sides and not often

An ultimatum, coercion in extreme cases, when it is impossible to change the behavior of another in another way (A.S. Makarenko). However, adults very often use this method: “If you don’t do it, you won’t get it.”

If the conflict is not resolved after using all possible ways, perhaps parting, as the only way to resolve a protracted conflict. This method is often used by children and teenagers when running away or leaving home.

The ability to resolve conflicts is formed both in the process of life and in specially organized forms of training, which are practical exercises we are partially trying to implement.

On house: pick up own examples conflicts, identify the cause of their occurrence, find ways to solve them.

Each of us is well aware of such a thing as conflict. They denote aggravated, contradictory situations in which each of the parties takes a position opposite to the interests of the opponent. Of course, conflict does not arise out of nowhere. The stages of conflict, however, are of separate interest in the field of psychology. But in general, this topic itself is very broad. So it is worth considering it in a little more detail, paying attention to each important nuance.

Causes

Whatever the conflict, the main prerequisite for its occurrence is a clash of opposing interests, goals or opinions. However, there are objective factors that determine the causes of contradictions. But they are so diverse that it is impossible to group them according to any classification.

Natural causes of conflict are the most common. People are social, they live in society. They tend to defend their point of view. After all, this is how they protect what is dear to them - personal values. But only one manages to keep the situation under control, while others do not. As a result, irascibility, aggression begin to appear, and everything develops into an acute, contradictory situation.

Other prerequisites

Socio-psychological causes of conflicts are numerous. Often they lie in the individual incompatibility of opponents. People with incompatible temperaments and characters will conflict. As well as those individuals who have divergent ideas about life ideals, values ​​and goals.

And there are individual reasons. One person, for example, will conflict with another if his behavior seems unacceptable to him. Or if they have a different level of intellectual development, different ideas about the world, its perception. Lack of empathy, by the way, can also be the cause of contradictions.

initial stage

The pre-conflict situation is where it all starts. This is the zero step. But it is from her that the development of the conflict can begin. This is a certain risk of a contradictory situation. Usually it is "nipped in the bud". Opponents understand that if you continue to develop a topic that has caused a strong dispute, then it will end badly. And usually everyone decides to remain in their opinion.

But this is just a single example. Situations similar to the one described may arise in the course of a conversation or discussion. And it also happens that the pre-conflict stage lasts a very long time. It is accompanied by tension in the relations of opponents, which does not find a way out and solution, since it does not go into an open clash. Usually, placing all the dots over the "i" helps. However, sometimes there is even nothing to arrange. Sometimes one person may not even know that he is a potential participant in a conflict with a particular person who simply did not like him. The lack of mutual sympathy is a frequent factor that provokes contradictions.

Incident

If you do not cope with the initial stage, then the conflict will develop into it. The stages of conflict following the "zero" stage are incident and escalation. They are developing rapidly. The incident implies the beginning of a contradiction. Sometimes it can seem like it came out of nowhere. But that doesn't happen. In most cases, this simply turns out to be the “last straw”, which no longer fits in the bowl of the initial stage. And conflict erupts.

The stages of conflict that follow the incident imply the intensity of passions. Opponents argue, put forward arguments, swear, and the tension between them is increasing. This process is called escalation. How long it will last depends on the reason why it all started, and on the participants in the contradiction themselves. Some disputes are resolved in an hour. And some are able to quarrel for years, decades and even generations. Recall at least the famous tragedy by William Shakespeare, which revealed the theme of the conflict between the ancient families of the Montagues and the Capulets, which has been going on for centuries.

climax

It usually ends the conflict. The stages of the conflict listed earlier are often divided into several more stages, but everything ends with the so-called "dead point". The climax does not always mean a truce on both sides. On the contrary, most often it implies the accomplishment of such an event, the destructive power of which is so great that it becomes simply unsafe to continue developing a contradiction.

For example, we can again turn to the tragedy "Romeo and Juliet". Why did the Montecchi and Capuleti families end their feud? Because it was because of her that their children died. They realized the meaninglessness of their conflict, allowing the death of Romeo and Juliet. Only the death of their children brought them to their senses that kindness and love should rule the world, and not anger and enmity. The truce was a repentance and an attempt to ask for forgiveness from the dead for cruelty, pride and misunderstanding.

However, in real life the parties to the conflict do not always come to the conclusion that the aggravation of relations has ceased. Some only intensify hostile actions, and this destroys not only the opponent, who has already become an adversary, but also themselves.

What does it all lead to?

The consequences of conflicts that could not be resolved in time are very sad. A person, due to his emotional vulnerability, becomes prone to stress. They accumulate, they can even develop into depression. If the opponent manifests himself in a dispute from a new, worse side, then the motivation to resolve the contradictory situation also disappears. A person is disappointed in who was dear to him, which often develops into hatred. The more the situation escalates, the more dynamic the relations between people worsen. There may be a desire to take revenge, to throw out your aggression in a bad deed.

Naturally, everything ends badly. The consequences of conflicts are disappointing. And many find it hard to believe that one can benefit from them. And indeed it is. There is no relationship without interpersonal contradictions. And that's okay. And the skillful resolution of sports can strengthen the connection between people, trust and a sense of justice. That's just for this you need to know how to behave in such situations.

How to get out of the situation?

So, the sequence of stages of the conflict was briefly described above. Now a few words can be said about the most popular methods that people resort to in order to get out of a controversial situation as quickly as possible.

Surprisingly, many decide to simply avoid the opponent and the conflict itself. These people tend to be very emotional and frustrated. Sometimes it’s easier for some to abandon a relationship than to solve an urgent problem.

The submissive method is popular among soft people. They calmly make unilateral concessions for the sake of the opponent, giving up their personal interests and desires. Submission can be justified. But only if it is combined with cunning. The person playing the role of the submissive must know that the problem will indeed be eliminated in this way. Otherwise, he may appear simply as a spineless, weak personality. And this will lead to claims in the future.

Other Methods

There are three more well-known methods by which you can resolve the conflict. The first is competition. And it is practiced not only in cases of contradictions in the business sphere. V interpersonal relationships competition also exists.

Let's say the wife wants to take out a mortgage, but the husband doesn't. They live with their mother-in-law. The daughter-in-law tells her about her idea, and she goes over to her side, since the idea of ​​young people buying their own housing is not so bad. And now, in addition to his wife, his mother also “presses” on a man. Although it is logical that initially she, so to speak, represented the interests of her son. In general, the principle of competition is simple. Other people are perceived by the parties to the conflict as tools in the struggle for personal interests.

But more often, compromise and cooperation are still practiced. The first method involves both parties giving up some of their demands in order to satisfy each other. And the second way is to cooperate with opponents to develop a joint solution that would suit both of them. The most efficient, by the way.

Rational approach to the problem

Perhaps, best system solution of interpersonal contradictions belongs to the American psychologist Thomas Gordon. He studied the main stages of the conflict for a long time and eventually developed several steps for constructively resolving disputes.

First of all, opponents must identify the problem. It is necessary to concretize it, to name it, to give an exact wording. Then you need to talk about mutual feelings, expectations and needs. Participants in the conflict must hear and understand each other. And then - together come up with ways to solve the situation. The more there are, the better. Anyway, at the next stage, each option will have to be considered from a logical point of view and unsuitable ones should be thrown aside. And from the rest, choose one that would suit each side. And turn it into reality.

Surprisingly, many conflicts in relationships are resolved in this way. Expressive arguments will not help. Whether it's mutual respect and a practical approach to the situation.

mixed conflict - a conflict that arose on a false basis, when the true cause of the conflict is hidden

an incorrectly attributed conflict is a conflict in which the true culprit, the subject of the conflict, is behind the scenes of the confrontation, and the conflict involves participants who are not related to the conflict.

If the mental state of the parties and the behavior of people in conflict situations corresponding to this state is taken as the basis for the classification, then conflicts are divided into rational and emotional. Depending on the goals of the conflict and its consequences, conflicts are divided into positive and negative, constructive and destructive.

Usually, four stages of development are distinguished in a social conflict: pre-conflict, the conflict itself (the stage of conflict development), the stage of conflict resolution, and the post-conflict stage:

Pre-conflict stage

The conflict is preceded by a pre-conflict situation. This is the growth of tension in relations between potential subjects of the conflict, caused by certain contradictions. Only those contradictions that are recognized by potential subjects of the conflict as incompatible opposites of interests, goals, values, etc., lead to an aggravation of social tension and conflicts.

Social tension is also not always a harbinger of conflict. This is a complex social phenomenon, the causes of which can be very different. Here are some of the most characteristic of the reasons causing the growth of social tension:

a) real "infringement" of the interests, needs and values ​​of people;

b) inadequate perception of the changes taking place in society or individual social communities;

c) incorrect or distorted information about certain (real or imaginary) facts, events, etc.3

Social tension essentially represents the psychological state of people and is latent (hidden) before the start of the conflict. The most characteristic manifestation of social tension during this period is group emotions.

One of the key concepts in social conflict is also "dissatisfaction". The accumulation of dissatisfaction with the existing state of affairs and the course of events leads to an increase in social tension.

The pre-conflict stage can be divided into three phases of development, which are characterized by the following features in the relationship of the parties:

The emergence of contradictions about a certain controversial object; growth of distrust and social tension; the presentation of unilateral or mutual claims, the reduction of contacts and the accumulation of grievances;

- the desire to prove the legitimacy of their claims and the accusation of the enemy of unwillingness to resolve controversial issues by "fair" methods; closing on their own stereotypes; the appearance of prejudice and hostility in the emotional sphere;

— destruction of interaction structures; transition from mutual accusations to threats; growth of aggressiveness; the formation of the image of the "enemy" and the attitude to fight.

Thus, the conflict situation is gradually transformed into an open conflict. But the conflict situation itself can exist for a long period of time and not develop into a conflict. In order for the conflict to become real, an incident is needed.

Incident- this is a formal reason for the start of a direct clash of the parties. An incident can happen by chance, or it can be provoked by the subject (subjects) of the conflict. An incident may also be the result of a natural course of events. It happens that an incident is prepared and provoked by some "third force", pursuing its own interests in the alleged "foreign" conflict.

The incident marks the transition of the conflict to a new quality. In this situation, there are three main options for the behavior of the conflicting parties:

The parties (party) strive to resolve the contradictions that have arisen and find a compromise;

One of the parties pretends that “nothing special happened” (avoidance of the conflict);

The incident becomes a signal for the beginning of an open confrontation.

The choice of one or another option largely depends on the conflict setting (goals, expectations) of the parties.

Stage of development of the conflict

The beginning of an open confrontation of the parties is the result of conflict behavior, which is understood as actions aimed at the opposing side with the aim of capturing, holding the disputed object or forcing the opponent to abandon their goals or to change them. There are several forms of conflict behavior:

a) active-conflict behavior (challenge);

b) passive-conflict behavior (response to a challenge);

c) conflict-compromise behavior;

d) compromise behavior.

Depending on the conflict setting and the form of conflict behavior of the parties, the conflict acquires its own logic of development. A developing conflict tends to create additional reasons for its deepening and expansion.

There are three main phases in the development of the conflict:

1. The transition of the conflict from a latent state to an open confrontation of the parties. The struggle is still being waged with limited resources and is local in nature. There is a first test of strength. At this stage, there are still real opportunities to stop the open struggle and resolve the conflict by other methods.

2. Further escalation of confrontation. To achieve their goals and block the actions of the enemy, more and more resources of the parties are introduced. Almost all opportunities to find a compromise are lost. The conflict is becoming more and more unmanageable and unpredictable.

3. The conflict reaches its climax and takes the form of a total war with the use of all possible forces and means. At this phase, the conflicting parties seem to forget the true causes and goals of the conflict. The main goal of the confrontation is to cause maximum damage to the enemy.

Stage of conflict resolution

The duration and intensity of the conflict depend on many factors: on the goals and attitudes of the parties, on the resources at their disposal, on the means and methods of waging a struggle, on the reaction to the conflict. environment, from the symbols of victory and defeat, from the existing and possible ways (mechanisms) of finding consensus, etc.

At a certain stage in the development of the conflict, the conflicting parties may significantly change their ideas about their capabilities and the capabilities of the enemy. There comes a moment of “reassessment of values”, due to new relationships that have arisen as a result of the conflict, a new alignment of forces, the realization of the impossibility of achieving goals or the exorbitant price of success. All this stimulates a change in the tactics and strategy of conflict behavior. In this situation, one or both of the conflicting parties begin to look for ways out of the conflict, and the intensity of the struggle, as a rule, subsides. From this moment, the process of ending the conflict actually begins, which does not exclude new aggravations.

At the stage of conflict resolution, the following scenarios are possible:

1) the obvious superiority of one of the parties allows it to impose its own conditions for ending the conflict on a weaker opponent;

2) the struggle goes on until the complete defeat of one of the parties;

3) lack of resources, the struggle takes on a protracted, sluggish character;

4) having exhausted resources and not identifying a clear (potential) winner, the parties make mutual concessions in the conflict;

5) the conflict can also be stopped under the pressure of a third force.

Social conflict will continue until there are obvious, clear conditions for its termination. In a conflict, such conditions can be determined even before the start of the confrontation (for example, as in a game where there are rules for its completion), or they can be developed and mutually agreed upon already in the course of the development of the conflict. But there may be additional problems its completion. There are also absolute conflicts in which the struggle is fought until the complete destruction of one or both rivals.

There are many ways to end a conflict. Basically, they are aimed at changing the conflict situation itself, either by influencing the participants in the conflict, or by changing the characteristics of the object of the conflict, or in other ways.

The final stage of the conflict resolution stage involves negotiations and legal registration of available agreements. In interpersonal and intergroup conflicts, the results of negotiations can take the form of verbal agreements and mutual obligations of the parties. Usually one of the conditions for starting the negotiation process is a temporary truce. But options are possible when, at the stage of preliminary agreements, the parties not only do not stop "hostilities", but go to aggravate the conflict, trying to strengthen their positions in the negotiations. Negotiations involve a mutual search for a compromise by the conflicting parties and include the following possible procedures:

Recognition of the existence of a conflict;

Approval of procedural rules and regulations;

Identification of the main controversial issues (drawing up a protocol of disagreements);

Exploring possible solutions to problems;

Search for agreements on each controversial issue and settlement of the conflict in general;

Documentation of all agreements reached;

Fulfillment of all accepted mutual obligations.

Negotiations can differ from each other both by the level of the contracting parties and by the disagreements existing between them. But the basic procedures (elements) of negotiations remain unchanged.

Post-conflict stage

The end of the direct confrontation of the parties does not always mean that the conflict is completely resolved. The degree of satisfaction or dissatisfaction of the parties with the concluded peace agreements will largely depend on the following provisions:

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Dynamics of the conflict

An important characteristic of the conflict is its dynamics.

The dynamics of conflict as a complex social phenomenon is reflected in two concepts: stages of conflict and phases of conflict.

Stages of conflict reflect the essential moments characterizing the development of the conflict from its inception to resolution. Therefore, knowledge of the main content of each of the stages of the conflict is important for its forecasting, evaluation and selection of technologies for managing this conflict.

1. The emergence and development of a conflict situation. A conflict situation is created by one or more subjects social interaction and is a source of conflict.

2. Awareness of the conflict situation by at least one of the participants in social interaction and his emotional experience of this fact. The consequences and external manifestations of such awareness and the emotional experiences associated with it can be: mood changes, critical and unfriendly statements about your potential enemy, limiting contacts with him, etc.

3. The beginning of open conflict interaction. This stage is expressed in the fact that one of the participants in social interaction, who has realized the conflict situation, proceeds to active actions (in the form of a demarche, statement, warning, etc.) aimed at causing damage to the “enemy”. At the same time, the other participant is aware that these actions are directed against him, and, in turn, takes active retaliatory actions against the initiator of the conflict.

4. Development open conflict. At this stage, the parties to the conflict openly declare their positions and put forward demands. At the same time, they may not be aware of their own interests and may not understand the essence and subject of the conflict.

5. Conflict resolution. Depending on the content, conflict resolution can be achieved by two methods (means): pedagogical(conversation, persuasion, request, clarification, etc.) and administrative(transfer to another job, dismissal, decisions of commissions, order of the head, court decision, etc.).

The phases of the conflict are directly related to its stages and reflect the dynamics of the conflict, primarily from the point of view of the real possibilities for its resolution.

The main phases of the conflict are:

1) initial phase;

2) lifting phase;

3) the peak of the conflict;

4) decline phase.

It is important to remember that the phases of the conflict can be repeated cyclically.

For example, after the decline phase in the 1st cycle, the rise phase of the 2nd cycle may begin with the passage of peak and decline phases, then the 3rd cycle may begin, etc. At the same time, the possibilities for resolving the conflict in each subsequent cycle narrow. The described process can be depicted graphically (Fig. 2.3):

The relationship between the phases and stages of the conflict, as well as the manager's ability to resolve it, are shown in Table. 2.3.

Rice. 2.3. Phases of conflict

Table 2.3. The ratio of phases and stages of the conflict

Also distinguished are the following three main stages of conflict development:

1) latent stage ( pre-conflict situation)

2) the stage of open conflict,

3) the stage of resolution (completion) of the conflict.

On the hidden (latent) stage, all the main elements that form the structure of the conflict, its causes and main participants, i.e. there is the main base of prerequisites for conflict actions, in particular, a certain object of possible confrontation, the presence of two parties capable of simultaneously laying claim to this object, the awareness by one or both parties of the situation as a conflict.

At this “incubation” stage of the development of the conflict, attempts can be made to resolve the issue amicably, for example, to cancel the order for disciplinary action, improve working conditions, etc. But in the absence of a positive reaction to these attempts, the conflict turns into open stage.

2. A sign of the transition of the latent (latent) stage of the conflict to the open is the transition of the parties to conflict behavior. As noted above, conflict behavior is the outwardly expressed actions of the parties. Their specificity as a special form of interaction lies in the fact that they are aimed at blocking the achievement of the enemy's goals and the implementation of their own goals. Other signs of conflict actions are:

  • expanding the number of participants;
  • an increase in the number of problems that form a complex of causes of the conflict, the transition from business problems to personal ones;
  • shifting the emotional coloring of conflicts towards the dark spectrum, negative feelings, such as hostility, hatred, etc.;
  • an increase in the degree of mental tension to the level of a stressful situation.

The whole set of actions of the participants in the conflict at its open stage is characterized by the terms escalation, which is understood as the intensification of the struggle, the growth of destructive actions of the parties against each other, creating new prerequisites for a negative outcome of the conflict.

The consequences of the escalation, which entirely depend on the position of the parties, especially the one that has large resources and strength, can be two types.

In case of incompatibility of the parties, the desire to destroy the other side, the consequences of the open stage of the conflict can be catastrophic, lead to the collapse of good relations or even to the destruction of one of the parties.

There are several stages of a conflict situation - the dynamics of S.K. - the process of change and development of the conflict.

1. PRE-CONFLICT SITUATION. Situations on the eve of the conflict are considered. Background: intrigue, rumors. Contradictions are outlined, but there is no clash.

2. OWN CONFLICT AND ITS STAGES.

- Stage of open confrontation:

- incident (the beginning of the conflict),

- a case (imitating conflict) skirmish, the parties are divided into friends and foes. Arises incomprehensible situation. It is possible to resolve the conflict peacefully.

- Escalation, actions aimed at achieving goals, set to fight. A negative image of the enemy is created. Strength is demonstrated in order to eliminate the opponent, violence is used.

— Expansion and behavior of the conflict.

3. COMPLETION.

The weakening of one or two sides is characteristic when resources are exhausted.

The main stages of the development of the conflict

Awareness of hopelessness. The predominance of one of the parties is its ability to suppress the opponent. The emergence of a third party capable of suppressing the confrontation.

  1. Control social conflicts. Ways to resolve them.

If the conflict is ignored or resolved verbally, it will unfold spontaneously, uniting with other conflicts and ending in destruction. Management refers to the suppression of S.K. in the public interest as a whole or individual subject. In a broad sense, conflict management is related to the impacts on the conflict.

1) a warning about K. i.e. prevent it from spreading.

2) Prevention, i.e. overcoming contradictions.

3) Prevention, elimination of the causes of confrontations. If it is not possible to "strangle the conflict", then the task is reduced to the localization of confrontation.

4) Regulation of the dynamics of K. i.e. elimination and resolution K. Elimination involves:

- the victory of one side, and the destruction of the other.

- destruction of both sides;

the escalation of one conflict into another.

Resolution methods:

- smoothing (persuasion);

- fast resolution short time;

- method of hidden actions;

- method of compromise (through negotiations);

- cooperation;

- the method of violence (the imposition of one of the parties of their position).

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Stages of conflict development

The process of conflict development goes through several stages, each of which may differ in tension between the conflicting parties and the degree of change in their relationship to each other.

Some authors propose to consider the conflict and the process of its resolution as a whole, highlighting the following points: 1) the pre-conflict stage; 2) the actual conflict; 3) conflict resolution; 4) post-conflict stage.

V.Yu. adheres to a slightly different approach to the development of the conflict. Pityukov, who describes precisely the stages of the conflict.

At the first stage, at least one of the partners develops discontent , i.e. feeling dissatisfied with something or someone. It can be expressed by dissatisfied looks, appropriate facial expressions, intonation of voice, posture and, of course, words of disagreement, denial, irritation or some kind of grumbling. At the same time, signs of discontent may not reach the partner, do not hurt him.

Stages of conflict development

At this stage, there is a kind of personal excitement of one of the potential participants in the conflict (and possibly both participants), which is a sign that a contradiction is brewing between the subjects. Dissatisfaction can last quite a long time and does not necessarily develop into an aggravation of relations. Especially if the partners do not have the opportunity to express their state directly or through intermediaries to each other.

However, if the partners get the opportunity to mutually present their dissatisfaction, then a new stage will come - disagreement , i.e. different voices, different voices. At this stage, the subjects present their different opinions to each other and will, first of all, take care that their opinions, their views are expressed to the partner, brought to him.

If each of the parties persists, then the disagreement develops into opposition , i.e. an action that interferes with the action of a partner. Here, any arguments and arguments of the opposite side will run into peculiar obstacles in the form of sarcastic remarks, counterarguments and examples of resolving the conflict issue in their favor.

In case of failure to find ways of reconciliation, the conflict may drag on and go into the stage of confrontation . Standing on its own, each of the parties will demonstrate the steadfastness of its position, its special "principledness". “It will still be in my opinion!”, “I will never give in!”, “Let me lose this and that, but I will prove it to him” - approximately such “self-hypnosis formulas” are often used by partners. Such stubbornness testifies to an even greater increase in tension between the subjects, who are increasingly driving themselves into a hopeless situation.

The confrontation often escalates into confrontation , i.e. in a fight against someone or something. In an effort to achieve their interests, the subjects are not shy in choosing ways to suppress their opponent, using all sorts of verbal insults, the use of physical force.

The confrontation of the parties can develop into one of two forms: a break up or compulsion . Breakdown of relations, as a rule, occurs when rivals have approximately the same strength or occupy equal positions. If one of the rivals is significantly superior to the other, then their confrontation ends with the coercion of the weaker side.

For example, a conflict between two students who do not want to reconcile usually ends with a break in their relationship, since each of them has almost the same status in school.

A conflict between a director and a teacher, or between a director and a student, can end in coercion on the part of the director, who has more "leverage" than the teacher and the student, "levers" of influence on his subordinates.

The considered forms of conflict development are sometimes presented in the form of a kind of "ladder" of the conflict:

  • break or coercion
  • confrontation
  • confrontation
  • opposition
  • disagreement
  • discontent

The higher the conflicting parties climb this "ladder", the more tension in their relations grows, the closer they are to breaking off relations with each other. This is the case when the conflict develops along a destructive path.

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Causes of conflicts in the process of communication. Stages of conflict development

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Conflict- clash of oppositely directed goals, interests, positions, opinions, views of opponents or subjects of interaction.

The basis of any conflict is a situation that includes conflicting positions of the parties on any occasion, or controversial goals and means of achieving them in these circumstances, or a mismatch of interests, desires, and finally, keeps the subjects possible conflict and its object. However, in order for the conflict to begin to develop, an incident is necessary when one of the parties begins to act, infringing on the interests of the other side. If the opposite side responds in kind, the conflict moves from potential to actual.

V modern psychology There are a number of main elements of the conflict:

parties (participants, subjects) of the conflict;

conditions for the passage of the conflict;

images of a conflict situation;

possible actions of the parties to the conflict.

Causes of conflicts

Basically, the main causes of conflicts are different axiological (value) attitudes of the communicants. A.P. Egides proposes to define two main types of communicative behavior - conflictogenic and syntonic.

Conflict behavior provokes conflict, which occurs when the needs of one person interfere with the satisfaction of the needs of another.

Conflict situations arise at every step. For example, two people are talking, a third one comes up. The interlocutors fell silent (conflict situation) or included him in their conversation (synthonic situation).

Or: I give a person advice when she asks me (syntonous situation) I give advice when she does not ask me for it (conflict situation). When they switch to “you” with you without permission, this can become the beginning of a conflict situation - where people feel equal, say, in line (“I didn’t herd pigs with you!”). But even if you have to endure such rudeness with side or boss, then a sincere friend, in your face, he, you see, will not acquire a like-minded person.The right way to start a conflict is feigned benevolent phrases like "How would you explain this to you?", "You don't understand ...".

Many conflicts arise due to the fact that people understand the same word differently or painfully perceive logical and linguistic errors (illogical presentation or use of the word in the wrong sense). At one time, the famous philosopher B. Russell created a "semantic philosophy": she argued that all conflicts, including wars, arise solely due to inadequate perception and interpretation of a foreign language and foreign words. For example, in the Ukrainian, Russian and Polish languages ​​there is a different semantic saturation of the word "sorry". In Ukrainian and Polish, “regret” is empathy, understanding the interlocutor’s problems as one’s own. In Russian, the word "regret" is perceived as a humiliation.

Conflict flares up especially hotly when there is verbal aggression- unambiguous images and humiliation of the interlocutor or odious denial of his statements (especially without argumentation). If you want to be noble, you should never stoop in conflict to this kind of thing.

However, to create a conflict situation, no special offensive words are needed. A neutral word or sentence can create both a syntonous and a conflict situation if non-verbal factors are included. For example, “thank you” can be said in such an icy tone that the interlocutor will lose all desire to continue the conversation. Thus, conflict situations are formed not only in line with the actual speech activity. For example, defiantly not noticing or not listening to a person when he addresses you, not responding to a greeting (such a primitive imitation of “aristocratism”, as the subject imagines it) is a conflict situation. And even such a factor as a gloomy facial expression can also lead to a quarrel.

Syntonic behavior (from Latin “tone” - “sound”) is behavior that meets the expectations of the interlocutor. These are any forms of gratitude, smiles, friendly gestures, etc. - what is called “tuning” to the interlocutor in the above-mentioned Neuro-Linguistic Programming (NLP) technique. Example: the wife broke the cup, I, the person, blame her - and this is a conflict situation, but if I blame myself for putting the cup on my own to the edge of the table - this is a syntonic situation.

Most people in most cases adhere to neutral behavior. So, if we take the fulfillment of the requirements of the law, here we can distinguish 3 options for behavior: not obliged, but did (syntonously) obliged, and did not (conflictogenic) obliged and did (neutral). It is not always possible to keep a neutral line: for example, only a moral monster can calmly listen to how a person close to her is insulted.

Stages of conflict development

First stage- birth. It is characterized by amorphousness, universality and inclusion in all the diverse relationships between subjects. Contradictions at this stage exist potentially. They are contained in different and even contradictory values, norms, needs, knowledge, etc. There is a starting point around which the conflict can develop in the future; this is a common interest, new connections, relationships, a common space, etc. Therefore, any person is a potential adversary in a future conflict.

Second phase- maturation.

Stages of conflict development:

From numerous connections and relationships, the subject begins to choose those that he considers acceptable or unacceptable. It can be anything: work, sex, a form of behavior, money, power, the process of cognition, etc. Specifically, a subject (group) stands out as a carrier of one or another attractive or repulsive feature, and certain information begins to concentrate around it. There is a search for people who sympathize with a particular group or person. The second stage is characterized by:

Isolation of a specific opponent;

Accumulation of certain negative information about the subject;

A clear allocation of the scope of the conflict situation;

The concentration of groups of supporters and opponents;

Strengthening and awareness of the psychological tension between the oppositions.

Third stage- Incident. Often before him there is some calm, waiting. The positions of “provocateur”, “victim”, “judge”, “bazaar woman”, fighter for justice are highlighted. No matter how carefully the opposition behaves, there will be a reason for the incident. It can be anything: it was said in the wrong tone, looked in the wrong way, didn’t warn or, on the contrary, shouted, made a remark - this is just a “hook”. The incident itself is a “small pebble” that can cause a collapse, setting in motion the full power of the elements. Its fixation does not allow to see the main contradictions and the subject of the conflict between the subjects, however, it is the starting point for the collision. The participants in the situation are ripe for open confrontation, and a clash begins, i.e. conflict.

Fourth stage- collision (conflict). It can be compared with an explosion, as a result of which both “waste” rock and “valuable” rock are thrown to the surface. Direct collision manifests itself on several levels: emotional-psychological, physical, political, physical, political, economic, etc.

Demands, claims, accusations, emotions, stresses, scandals cause struggle, confrontation and confrontation. The ability to distinguish "valuable breed" from "empty" depends on which path the conflict takes: rational or irrational. This stage is characterized by:

Pronounced confrontations;

Isolation of the subject of the conflict, realized by the subjects;

defining the scope and boundaries of the conflict;

The appearance of a third party (observers, support groups, etc.);

Determination of the scale and boundaries of the conflict situation;

Presentation of means of control and manipulation of subjects in conflict;

The emergence of factors confirming the need for a collision.

The conflict becomes an event for others, they see it, they talk about it, a certain attitude is developed towards it.

Fifth stage- the development of the conflict. Speaking of development, we mean a change in some of the elements and characteristics that are present in the situation, as well as factors that have one or another influence on the conflict. At this stage, there are factors that do not develop and do not change, i.e. static, constant: the subject of the conflict; social factors; core values; strategic goals.

Elements that partially change: connections and relations between subjects (groups); interpretation of facts; interests; needs; tactical tasks; ideas about the conflict, the subjects of relations. Elements that can be replaced by others: semantic context; positions, roles; means of struggle; social norms, principles of interaction; reactions; the senses; emotions. This is where the conflict develops. The actions of the conflicting parties are determined by these elements.

Sixth stage post-conflict situation, the consequences of the conflict. From the point of view of highlighting the stages of the conflict, it should be noted that often the conflicting parties begin to realize the situation from the third and fourth stages, when the conflict has matured and many processes have gone out of control. In other words, the subjects are already inside the conflict and act in accordance with its logic of struggle and confrontation, destruction and suppression.

Based on the allocation of stages in the development of a conflict situation and the allocation of specific characteristics, it is possible;

Formulate tasks for the implementation of targeted intervention in conflicts at different stages;

Apply patterns in management practice and in the educational process;

Apply a scheme for diagnosing a conflict situation;

Professionally manage a conflict situation by changing the main characteristics and elements;

Professionally "embedding in the conflict" in order to manage the situation from the inside, etc.;

Thus, by methodically “splitting” the conflict and determining the place of the conflict, we are building a certain structure that allows us to approach the richness of content and recognize the finest nuances of this social phenomenon.

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1. The emergence and development of a conflict situation. A conflict situation is created by one or more subjects of social interaction and is a prerequisite for conflict.

2. Awareness of the conflict situation by at least one of the participants in social interaction and his emotional experience of this fact. The consequences and external manifestations of such awareness and the emotional experiences associated with it can be: mood changes, critical and unfriendly statements about your potential enemy, limiting contacts with him, etc.

3. Beginning of open conflict interaction. This stage is expressed in the fact that one of the participants in social interaction, who has realized the conflict situation, proceeds to active actions (in the form of a demarche, statement, warning, etc.) aimed at causing damage to the “enemy”. At the same time, the other participant is aware that these actions are directed against him, and, in turn, takes active retaliatory actions against the initiator of the conflict.

4. Development of an open conflict. At this stage, the parties to the conflict openly declare their positions and put forward demands. At the same time, they may not be aware of their own interests and may not understand the essence and subject of the conflict.

5. Conflict resolution. Depending on the content, conflict resolution can be achieved by two methods (means): pedagogical (conversation, persuasion, request, clarification, etc.) and administrative (transfer to another job, dismissal, decisions of commissions, order of the head, court decision and etc.).

The phases of the conflict are directly related to its stages and reflect the dynamics of the conflict, primarily from the point of view of the real possibilities for its resolution.

The main phases of the conflict are:

1) initial phase;

2) lifting phase;

3) the peak of the conflict;

4) decline phase.

It is important to remember that the phases of the conflict can be repeated cyclically. For example, after the decline phase in the 1st cycle, the rise phase of the 2nd cycle may begin with the passage of peak and decline phases, then the 3rd cycle may begin, etc. At the same time, the possibilities for resolving the conflict in each subsequent cycle narrow. The described process can be depicted graphically (Fig. 2.3):

The relationship between the phases and stages of the conflict, as well as the manager's ability to resolve it, are shown in Table. 2.3.

The ratio of phases and stages of the conflict

Table 2.3

The purpose of the game. Development of students' ability to analyze the conflict on the basis of their understanding of the basic conflictological concepts; formation of skills to apply the simplest methods of studying and evaluating conflict situations.

game situation. The management of the firm received a complaint from one of the employees*.

The CEO of the firm appoints a working group to study the complaint and develop proposals for a decision. Compound working group: HR manager - head; public relations specialist; firm's lawyer.


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