Conflict Resolving Skills

A product by AIESEC in FTU Hanoi

 Definition
What is conflict?

“Conflict is an active disagreement between

people with opposing opinions or principles.”
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Types of Conflicts

Personal Conflicts Conflicts of Structure Conflicts of Interest

Usually about identity or self-image, or important About goals, structures, procedures and means Concern the ways in which the means of achieving
aspects of a relationship (loyalty, lack of respect,..) (something tangible and structural within the goals are distributed, or about relative importance,
organization or for an individual). or knowledge and expertise.
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Solution?
͞”Describe the situation, Express your feelings
and Specify what you want to be done”

01
Compete or Fight
• Classic win/lose situation, where the strength and
power of one person wins the conflict.

• Aware loser’s outlet for expressing their concerns.

02 Collaboration
•

•
Ideal outcome: a win/win situation.

Require input of time from those involved to work

through the difficulties

03 Negotiation
•

•
Both parties give up something

Take less time than collaboration, but is likely to

result in less commitment to the outcome.
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Essential Skills
For handling Conflicts
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 Control yourself
Keep your cool.

 Make use of active listening

Understand that they’re different, accept
Be assertive their viewpoint.

 Have empathy
without aggression Try to put yourself in others’ shoes.

 Harbor harmony
Seek a common ground between 2 sides and
strive for an outcome that both benefit
from.
Be considerate but
don’t lower yourself.
It’s okay to step back and ask for help if you can’t handle
it yourself.
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Examples
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Roomate conflict

Different style of Living

Suitable solution: NEGOTIATION.

• Different living styles result from culture diversity, up – bringing

progress,… so the best way to solve conflict is to avoid fights, avoid
time consuming in persuading who is right or wrong and start
Negotiating.

• Make a list of general regulations that both of you agree on.

• Try to put yourself in other’s shoes, give up some of your rules and
accept other person’s living style; demand your roommate for same
treatment.
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Workplace conflict
Discrimination

Suitable solution: Fight

• Don’t afraid to raise your voice for fair treatment, demanding

respect from your co-workers.

• If you can’t deal with the problem on your own, ask for help from
AIESEC iGV of hosting country.

Conflicts of Structure

Suitable solution: Collaboration

• Take times working with your co-workers to define your project’s

goals and values . Determining the basis is the only way to get
your project in progress and achieve desirable results.