Mana gin g Con fli ct

S.V ija y Kuma r Asst.Professo r- HR &OB GITAM U niver si ty Visakhapatnam

Andhra Bank Staff College


About me…
„ 11 yrs Teaching ,Training Consulting „ Trainer of Trainer for ILO- APSBP IPEC „ Corporate Trainer for ITC, Canara Bank, GVMC, Steel Plant, Coke, BHPV, Indian Navy, Rail Calcining, Indian Railway Waltair Division,VPT „ Visiting Faculty. Andhra Bank, ICFAI, AIMS,Canara bank „ Consultant for CORD – Centre for organisational research and design Viskhapatnam Andhra Bank Staff College


Wh y Conflict Ari ses
Type “A” Personality


Type “B Personality
Andhra Bank Staff College 3

Typ e ”A” Person al it y
„ Highly Competitive „ Strong Personality „ Restless when inactive „ Seeks Promotion Punctual „ Thrives on deadlines Andhra „ Maybe jobs at Bank Staff College


Type “B” Pers onal ity
Works methodically Rarely competitive Enjoys leisure time Does not anger easily „ Does job well but doesn’t need recognition „ Easy-going „ „ „ „
Andhra Bank Staff College 5

Ag gress ive Peo pl e
„ Body language
ƒ Stiff and straight ƒ Points, bangs tables to emphasize points ƒ Folds arms across body

„ Verbal language
ƒ ƒ ƒ ƒ “I want you to…” “You must…” “Do what I tell you!” Andhra Bank Staff “You’re stupid!” College

Aggressive people are basically insecure….. Try to avoid them.

Su bm issiv e peo pl e
„ Body Language
ƒ Avoids eye contact ƒ Stooped posture ƒ Speaks quietly ƒ Fidgets

„ Verbal Language
ƒ “I’m sorry” ƒ “It’s all my fault” ƒ “Oh dear”

Submissive people have a great sense of inferiority

Andhra Bank Staff College

As sert ive Peo pl e
„ Body language
ƒ ƒ ƒ ƒ Stands straight Appears composed Smiles Maintains eye contact

„ Verbal language
ƒ “Let’s” ƒ “How shall we do this?” ƒ “I think… What do you Andhra Bank Staff College think?”


Typ es o f C onflict
„ „ „ „ Within an individual Between two individuals Within a team of individuals Between two or more teams within an organization

Andhra Bank Staff College


Cau ses o f co nfl ict
„ Conflict of aims- different goals „ Conflict of ideas- different interpretations „ Conflict of attitudes - different opinions „ Conflict of behavior- different behaviors are unacceptable
Andhra Bank Staff College 10

Stag es of C onflict
„ Conflict arises „ Positions are stated and hardened „ Actions, putting into action their chosen plan „ Resolution???

Andhra Bank Staff College


Preven ting C onflict
„ Assess positive and negative personality traits of people involved „ Determine personality type
ƒ Aggressive ƒ Submissive ƒ Assertive

„ Assess if people are introvert or extroverts... Bank Staff College Andhra 12

Preven ting C onflic t
„ Review past conflicts „ Assess communication skills of those involved „ Read body language of participants

Andhra Bank Staff College


Preven ting C onflic t
„ Try to reduce conflict
ƒ Realize that communication is colored by personal experience, beliefs, fear, prejudices ƒ Try to be neutral ƒ Plan the timing and place of the conversation ƒ Realize that outside stress may add to confrontation ƒ Eliminate/reduce external Andhra 14 interruptions Bank Staff College

Preven ting C onflict

„ Manage the language used
ƒ Neutral vs. loaded words ƒ Reduce technical language ƒ Allow for cultural differences in language ƒ Words may have different meanings for different people…ask Andhra Bank them to elaborate Staff College


Perso nalit ie s wh o ca use co nflict Aggressor Passive Absentee Error prone Negative attitude „ Chatterbox „ Do nothing „ „ „ „ „

Andhra Bank Staff College


Perso nalit ie s wh o ca use co nflict „ Unreliable „ Time waster „ Resentful person

Andhra Bank Staff College


WAC ’em met hod
What’s bothering you?

A -What do you want to Ask the
person to do?

heck in to see if what you’ve asked for can happen
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Ai ds to Communicat ion
„ Listen Actively „ Tailor words to person „ Relax „ Determine the „ Observe body best timing language „ Develop interest „ Determine the best place in others „ Why is the interests conversation „ Ask for necessary clarification „ Plan what you Bank Staff College Andhra


Thank you
„ All the Participants „ Andhra Bank Staff College

Andhra Bank Staff College


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