Transcript Conflict Management

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Conflict
Management
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Agenda
 Objectives
 Conflict
- definition, sources, indicators
 Conflict
management styles
 Why
manage conflict?

Constructive Vs Destructive conflict

Outcome of Conflict
 How
to resolve Conflict constructively
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Objectives
 To
identify how conflicts arise
 To
recognize our preferred conflict management
style
 To
become familiar with techniques that can
ensure optimal outcomes
 To
develop strategies for dealing with conflict more
effectively
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What is conflict?
A disagreement between people that may be the
result of different
 Ideas
 Perspectives
 Priorities
 Preferences
 Beliefs
 Values
 Goals
 Organizational
structures
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Sources of conflict

Instrumental conflicts



Conflicts of interest

concern the distribution of means such as money, time, staff, and
space

concern factors that are important for the distribution of these
means, such as importance, ownership, competence and expertise.
Personal conflicts


concern goals, means, procedures and structures.
questions of identity and self-image, and important aspects in
relationships
Relational conflicts

center on loyalty, breach of confidence, lack of respect,
or betrayal of friendship
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Conflict indicators
 Body
language
 Lack
of clear goals
 Disagreements,
 Withholding
regardless of issue
bad news
 Strong
public statements
 Desire
for power
 Increasing
 No
lack of respect
discussion of progress
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Task 1
Recollect two recent conflict scenarios and make a
note of

what caused the conflict?

what frustrated you?
You can either use the scenarios shown in next slides
Note: Tell us what you would do rather than what is
ideal for the situation
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Scenario 1
Students from one department



feel that their department is great and all other
departments are of no use
degrade and dominate the students from other
departments
This culture passes on to all the batches that are
coming in
Scenario 2
During a discussion, you made one statement and
another person responded with an explanation
which proves you wrong
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Scenario 3
You believe very much in classroom learning and
always try to do your best in the class. So, you would
want to see full attendance to your class at all times.
There is one student who has a promising career in
Tennis, but misses your class frequently because she
needs to go for practice
Scenario 4
Students complain that the test or grading practices
are unfair
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Scenario 5
Student comes to class, sits in the back of the class
near the door, rarely speaks to classmates, does not
participate in class
Scenario 6
Students talking in class or reading some thing else or
chatting using cell phones or students coming in late
Scenario 7
Students compromising on the lab sessions and not
considering them important compared to
the external theory examinations
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Conflict Management Styles
Collaborate
Desire to satisfy own concerns
Compete
Get your way
Compromise
Solve the problem
together
Reach an
agreement quickly
Avoid
Accommodate
Avoid having to
deal with conflict
Don’t upset the
other person
Desire to satisfy others concerns
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Compete
 Power,
position or strength settles conflict
 Appropriate
to use when:

quick, decisive action is vital

issues vital to welfare

protect yourself against people who take
advantage of non-competitive behaviour
 Inappropriate

to use when:
Losers are powerless to express themselves
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Avoid
 People
just avoid a conflict by denying its
existence
 Appropriate

to use when:
trivial issues, or when other important issues are
pressing

potential damage of confronting a conflict
outweighs benefits of resolution

others can resolve conflict more effectively
 Inappropriate

to use when:
Conflict is important and will not disappear
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Compromise
 Each
party gives up something in order to
meet midway
 Appropriate
to use when:

moderately important goals

two opponents with equal power

expedient solutions needed under time pressure

collaboration or competition fails
 Inappropriate

to use when:
Solution becomes so watered down that
commitment by both parties is doubtful
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Accommodate

Differences are played down and surface
harmony is maintained


Appropriate to use when:

you realize that you are wrong

issue is more important to other person than to yourself

build up social credits for later issues

continued competition would only damage your cause
Inappropriate to use when:

If smoothing over leads to evading the issue
when others are ready to deal with it
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Collaborate

Mutual respect and agreement to work
together

Appropriate to use when:

both sets of concerns are too important to compromise

insights from people with different perspectives need to
be merged


hard feelings interfering with interpersonal relationship
Inappropriate to use when:

Time, commitment and ability are not present
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Task 2
Focus on the scenarios


What was your behavior?

Avoidance

Accommodation

Compromise

Compete

Collaborate
What communication skills did you use?
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Communication Freezers
 Telling
the other person what to do
 Threatening
 Making
suggestions without being asked
 Attempting
 Judging
 Giving
with “or else”
to educate the other person
the other person negatively
insincere praise
 Making
intermittent conclusions
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Going beyond freezing behaviors
 Begin
with communication
 Separate
 Use
“I” statements
 Focus
on actions, not intent
 Practice
 Ask
 Be
the person from the problem
active listening skills
open and closed questions to clarify points
descriptive and specific (bring data)
 Negotiate
partial solutions or compromise
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Task 3
Focus on the scenarios

What happened as a result of your behavior?

Constructive

Destructive

No result at all
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Constructive Vs Destructive conflict
Constructive Conflict





Clarification and
resolution of important
issues
Solutions to problems
Helps release emotion,
anxiety, and stress
Builds cooperation
among people through
learning more about
each other
Helps individuals develop
understanding skills
Destructive Conflict





Takes attention away
from other important
activities
Undermines morale or
self-concept
Polarizes people reducing
cooperation
Increases difference
Leads to irresponsible and
harmful behavior
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Desire to satisfy own concerns
Outcome of conflict
Compete
Collaborate
WIN / LOSE
WIN / WIN
Compromise
NO ONE WINS
Avoid
Accommodate
LOSE / LOSE
LOSE / WIN
Desire to satisfy others concerns
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Task 4
Focus on the scenarios

Map the outcome of your conflict

Win / Lose

Lose / Lose

No one wins

Lose / Win

Win / Win
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Conflict
Constructive Resolution
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Steps to follow
Adopt right frame of mind
Consider time factors
Set some ground rules
Discuss
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Approach
Adopt right frame of mind
 Right
attitude
 Positive
 Focus
non-verbal signals
on real issues
 Attention
to communication style
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Attitude
Adopt right frame of mind
Leave Behind …





desire to win, punish, or
control
desire that everything be fair
assumption that it won’t work
tendency to think in “black
and white”, “right or wrong”
determination to be right
Take With You …

willingness to




work towards resolution
learn from the situation
acknowledge your own
contribution to the problem
understanding that
perception is reality both for
you and those around you.
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Be aware of nonverbal signals
Adopt right frame of mind
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Focus on underlying issues
 What
happened?

Difference in expectations

Intention inventory
Adopt right frame of mind
 Feelings

Don’t ignore to acknowledge

Feelings make relationships enjoyable, difficult
conversations difficult
 Identity

Am I competent / good person /
worthy of love?
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Consider time factors
 Be
timely - talk while issues are current
 Consider
other person’s time needs
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Set some ground rules

No interruptions, no yelling, no deviation from topic

Time limit on certain topics of discussion

Words to avoid

Agreement on what to do if you can’t agree ahead
of time
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Discussion

Define the conflict

Communicate understanding

Explore alternative solutions

Agree on most workable solution

Evaluate after time
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Task 5
Focus on the scenarios

Work out what you did that was effective

What could you have improved?

What would you do differently?

Role play a new ending
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Thank You