A Training on Conflict management

Brainstorming
What is your understanding of conflict?
What are the main causes of conflict in your school?
Do you try to avoid or manage conflict?
What approach do you use to manage them?
Which of those approaches were successful and which ones
were not? Why?
1. Conceptualization
 Conflict refers to some form of friction, disagreement, or discord arising
within individuals or a group when the beliefs or actions of one or more
members of the group are either resisted by or unacceptable to one or
more members of another group.
 It pertains to the opposing ideas and actions of different entities, thus
resulting in an antagonistic state.
 Conflict is natural, unavoidable and normal.
 No matter how effective your leadership, you can’t avoid conflict, but
you may properly handle it.
 Conflict may involve either verbal or physical attack
• Because of diverse conceptualization of conflict, images of its
role are also varied.
• Conflict in schools takes different forms; for example
teachers seem reluctant to obey the principals, they do not
seem to follow rules or accept extra work, they do not easily
get along with their principals. Principals too sometimes
adopt an authoritative approach. for example they pressurize
teachers for an uninterrupted working of the school
activities. It, therefore, becomes common that conflict
between teachers and the school principal occur frequently
at any time in the school.
• Conflicts are some times productive and sometimes
destructive. Task related conflicts are usually productive, if
managed properly. But, personality related conflicts are
usually destructive. So, try to differentiate between the two.
• In order to avoid the unproductive conflicts, stay away fro
the three “HOT buttons”; Politics, religion, and sex related
conflicts.
• Contemporary perspectives even suggest that there are times when
triggering/initiating conflict in an organization is necessary. They
believe that a conflict free organization is decaying and leads to
monotonous and routine organizational life.
The of occurrence conflict leads to:
• Creativity due to increased tension
• Re-evolution of personal assumptions
• It indicates the existence of unresolved problems
• School principals usually deal with conflicts with different groups
1. Conflict with and among employees
2. Conflict with and among students
3. Conflict with parents
Q: which one is common in schools?
The causes and types of conflict within and between these two
categories of groups are different and the management approaches are
also different.
 1. Types of conflict
• One category of conflict is classified into 4
• a)Interpersonal conflict: refers to a conflict between two individuals. This
occurs typically due to how people are different from one another.
• b)Intrapersonal conflict: occurs within an individual. The experience takes
place in the person’s mind. Hence, it is a type of conflict that is
psychological involving the individual’s thoughts, values, principles and
emotions.
• c)Intra-group conflict: is a type of conflict that happens among individuals
within a team. The incompatibilities and misunderstandings among these
individuals lead to an intra-group conflict
• d)Inter-group conflict: takes place when a misunderstanding arises among
different teams within an organization. In addition, competition also
contributes for intergroup conflict to arise
• Another category of conflicts are classified into three, based on their
origin
1). relationship, 2)task, and 3)process conflicts.
• Relationship conflict stems from interpersonal incompatibilities;
• Task conflict is related to disagreements in viewpoints and opinion
about a particular task, and
• Process conflict refers to disagreement over the group’s approach to
the task, its methods, and its group process.
• So, the source of the conflict dictates the management style to be
utilized.
• Therefore, one has to first identify the type and sources of conflict in
order to decide appropriate management approach.
• It was found that although relationship conflict and process conflict
are harmful, task conflict is beneficial since it encourages diversity of
opinions, although care should be taken so it does not develop into
process or relationship conflict
Factors leading to conflict
• There are multiple factors causing conflict in workplace.
A. Organizational factors
1. Lack of Specialization: when one may have insufficient knowledge
of the other’s job responsibilities, dissatisfaction in either party may
exists.
The management of such conflict involves channeling the energies,
expertise, and resources of the members of conflicting groups for
synergistic solutions to their common problems.
2. Common resources: In many schools, teachers are obliged to share
resources, the scarcer the resource the greater the potential for conflict
• 3. Goal differences :It happens when a principal and teachers have
different goals for improving students’ learning in school.
• 4. Interdependence: Sometimes one employee of school must
depend on another to complete a task. For example, a principal may
clash with a teacher who works in registration department because
he/she provides inaccurate data of students.
• 5. Authority relationships: Often, there is underlying tension between
principal and teachers . This is because most teachers do not like
being told what to do. Eg. principal who is overly strict is frequently
in conflict with their teachers
6. Status differences :In school, principal is granted privilege denied to
other employees or teachers. For instance, principal may enjoy flexible
office hours, free telephone calls and other resources, and longer
breaks. Some employees are jealousy of such difference.
7. Roles and expectations : Every employee plays one or more roles
within the organization. Principal-teacher conflict may occur when the
teachers’ role is not clearly defined and each party has a different
understanding of that role.
 B. Personal factors
• 1. incompatible Skills and abilities: Conflict can result when an
experienced teachers/principals/ must work with a novice who has
good theoretical knowledge but few practical skills.
• For example, a long-teaching teacher in school who is familiar to
teach in the old way of teaching will have a conflict with young
newcomer teacher who has an latest technique of teaching.
Q. Have you experienced such conflict? How did you solve it?
2. Perceptions :such conflict may be simply described as a clash
between two individuals who are unwillingly or unable to fulfill
expectations of each other.
3. Diversity :There are different heterogeneity in schools. Differences in
age, cultural background, ethics, and values can be a source of conflict
among teachers and students. So, one has to respect others value and
culture.
4. Communication: A common cause of conflict is poor communication,
which can lead to misunderstandings and allow barriers to be erected.
So, the easiest way to prevent such conflict is to ensure good
communication.
 Mediation
• In schools, principals are usually engaged in mediating different
groups/individuals who get into conflict.
• Mediation is a positive and clear process in which trained and neutral
individuals help the two sides come to a solution that is acceptable
for both sides.
• The philosophy of mediation in school is that the existence of conflict
is a normal and an unavoidable part of the school daily life.
• So, principals need some type of trainings in order to properly
mediate conflicting groups.
• Mediation training has the benefit of allowing people to develop or
enhance life and communication skills that are relevant to all
relationships.
• There are five steps to handle a conflict through mediation:
1. Anticipate – Take time to obtain information that can lead to conflict.
2. Prevent – Develop strategies before the conflict occurs.
3. Identify – If it is interpersonal or procedural, move to quickly manage
it.
4. Manage – Remember that conflict is emotional
5. Resolve – React, without blame, and you will learn through dialogue
Effective mechanisms for mediation/conf mgt.
• Allow time for cooling down for both parties.
• Analyze the situation.
• State the problem to both parties.
• Do not treat the symptom, focus on the root cause/s/
• Select the most appropriate setting (one-on-one conference vs. group
meeting) for coaching and fact-finding.
• Use a win-win approach.
• Keep secrete/confidentiality of both groups
• Let the speaker finish speaking first
• If the speakers indicate you misunderstood, ask them to repeat
• Maintain a neutral posture
• carefully choose the initial comments, to build positive image
• Assume role of a facilitator and not judge. Do not belittle the problem or
criticize the disputants for their inability to resolve their differences.
• Be impartial towards the disputants and the issues (as long as policy has
not been violated).
• If correction is necessary, do it in private.
• Keep the discussion issue-oriented, not personality-oriented.
• Do not allow one party to dominate the discussion
• Focus on solutions, not blame
 Common ways of dealing with conflicts
within a group

1. Harmonizing - generally cover up the differences and claim that

things are fine.
2. Bargaining - negotiate to arrive at a compromise, bargaining for
gains by both parties
3. Forcing - push a party to accept the decision made by a
powerful or majority.
4. Problem solving - confront differences and resolve them on a
collaborative basis.
• 5. Collaborating - Conflicting parties jointly identify the problem,
weigh and choose a solution.
• 6. Accommodating - Playing down differences while emphasizing
commonalties.
• 7. Competing - Shows high concern for self-interest and less concern
for the other’s interest. Encourages ‘I win, you lose’ tactics.
• 8. Avoiding - Either passive withdrawal from the problem or active
suppression of the issue.
Effective communication for conflict mgt.
• Utilize the three W’s of communication
• Who – Don’t allow yourself excuses for not speaking to the key
person.
• When – Discuss the issue within 24 hours – This is not necessarily
“the sooner the better” – Prepare your thoughts
• Where – Consider a neutral location – Equal footing
•Thank you