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Effective Behaviors to De-escalate Organizational Conflicts in the Process of Escalation

Published online by Cambridge University Press:  10 January 2013

Francisco J. Medina  and
Miriam Benítez
Francisco J. Medina*
Affiliation:
Universidad de Sevilla (Spain)
Miriam Benítez
Affiliation:
Universidad de Sevilla (Spain)
*
Correspondence concerning this article should be addressed to Francisco J. Medina, Departmento de Psicología Social, Universidad de Sevilla. Calle Camilo José Cela s/n, 41018-Sevilla (Spain). E-mail: fjmedina@us.es
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Abstract

The goal of the present study was to determine what behaviors negotiators can use to help to quell an escalating conflict. In doing so, we formed a sample of professionals who took on the role of negotiator when we provoked an organizational conflict between a superior and subordinate that escalates due to the intervention of research confederates. Trained judges analyzed the negotiators' behaviors that most effectively mitigated the intensity of the conflict in which they were involved. The results demonstrate that the behaviors most effective at de-escalating an escalating conflict are problem-solving and accommodation, especially when said conflict has escalated considerably. Similarly, jointly employing problem-solving and direct fighting behaviors also seems to help de-escalate conflict. The results do not, however, consistently support using a forceful behavioral strategy to de-escalate a conflict in the early stages of escalation.

La finalidad de este trabajo fue estudiar qué comportamientos permiten la reducción del conflicto cuando los negociadores se enfrentan a un proceso de conflicto que crece en intensidad. Para ello, y mediante una muestra de negociadores profesionales, se ha provocado un conflicto organizacional entre un superior y un subordinado, que crece en intensidad mediante las intervenciones de cómplices de los investigadores. Jueces entrenados han analizado los comportamientos más efectivos de los negociadores para mitigar la intensidad del conflicto al que se veían sometidos. Los resultados muestran que para reducir un conflicto escalado los comportamientos más efectivos son la solución de problemas y la acomodación, sobre todo cuando el conflicto es muy elevado. Del mismo modo, el uso conjunto de las conductas de solución de problemas y lucha directa también permite reducir la intensidad de los conflictos. Por el contrario, los resultados no apoyan una estrategia consistente en utilizar conductas de dominación durante las primeras etapas del escalamiento del conflicto para reducir la intensidad de los conflictos.

Keywords

conflict escalationproblem-solvingaccommodationconflict effectivenessescalamiento del conflictosolución de problemasacomodaciónefectividad del conflicto
Type
Research Article
Information
The Spanish Journal of Psychology , Volume 14 , Issue 2 , November 2011 , pp. 789 - 797
Copyright
Copyright © Cambridge University Press 2011

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