CONFLICT MANAGEMENT

Our Corporate Social Accountabilities

Let’s get to know one another
 What is Conflict?

ØA serious disagreement or argument, typically a

prolonged one.

ØFriction or opposition resulting from actual or

perceived differences
Why Does Conflict arise?

Conflicts arise when

two groups or
individuals interacting
in the same situation
see differences - in
needs, values,
Information,
awareness and
motivations.
Conflict Types
Intrapersonal conflict
• Occurs within an individual’s mind
• It is psychological involving the
individual's thoughts, values,
principles and emotions

Interpersonal conflict
• Occurs between two individuals or
group of individuals.
• Is a disagreement between two
individuals or subgroups of an
organization involving significant
resentment and discontent.
Activity: Communication & Conflict
 The Process Of Conflict - Crosby’s Model
Stage I Stage II Stage III Stage IV Stage V

Potential Cognition &

Intentions Behaviour Outcomes
Opposition Personalization

Perceived Conflict

Increased
Conflict Handling Group
Intentions Performance
Causes of Conflict Overt Conflict

a) Communication a) Competing a) Party’s

b) Structure b) Collaborating Behavior
c) Personal c) Compromising b) Other’s
Variable d) Avoiding Reaction Decreased
e) Accommodating Group
Performance

Felt Conflict
 Conflict Management Styles
Assertive

Co
it n

lla
pe

b
m

or
o

at
C

in
Un-cooperative

Co-operative
Compromising

g
Av

in
at
oi
di

od
ng

m
m
co
Ac

Unassertive
 Conflict Management Styles
COMPETING
Value of own issue/goal: High
Value of relationship: Low
Goal: I win, you lose
COLLABORATING
Value of own issue/goal: High
Value of relationship: High
Goal: I win, you win

COMPROMISING
Value of own issue/goal: Medium
Value of relationship: Medium
Goal: I win some, you win some

AVOIDING ACCOMMODATING
Value of own issue/goal: Low Value of own issue/goal: Low
Value of relationship: Low Value relationship: High
Goal: I lose, you lose Goal: I lose, you win
 Conflict Management Strategies

Both parties feel satisfied

Win /
Lose One party gets
satisfaction

Win / Lose /
Win Win

Neither party gets Lose /

satisfaction Lose The other party gets
satisfaction
 Identifying our Conflict Handling Style
The Turtle The Shark
(Avoiding) (Competing)

The Owl
(Collaborating)

The Teddy Bear The Fox

(Accommodating) (Compromising)
 Win – Win : 5 Essential Traits

ASK
Questions

Listen
Think Actively
Creatively

Empathize
Consider &
Explain
Role- Play
INFLUENCING IN CONFLICT RESOLUTION
Stephen Covey ‘s Circle of Influence
INFLUENCING SKILLS
 Win -Win Negotiation
1. Be assertive-Do not be afraid to ask for what you want

2. Speak less, listen more

3. Know your facts-do your HW

4. Show patience

5. Aim high and expect the best outcome

6. Fit in other person’s shoes as well

7. Show the other person how their needs will be met

8. Make a deal where everyone gains something

9. Don't take the issues or the other person's behavior personally.

10. Know when to walk away

 Win -Win Negotiation
Five most critical concepts that you should keep in mind for a win-
win negotiation:
Pause for
reflection

Control the Search for

outcome needs and
5 most requirement
critical
s
concepts

Agree on
factual Clarify your
information objectives in
the beginning
Activity 2: Building Our Strengths