CONFLICT RESOLUTION

Basic Concept
Session Objectives

At the end of session, participants will be able to:

 Define “conflict”
 Understand the types of managerial actions that causes
workplace conflicts
 Differentiate the types of conflicts
 Become familiar with necessary skills in resolving conflicts
What Do You Think?

When you hear the word . . .

CONFLICT
Definition of Conflict

A situation in which someone believes that

his/her own needs have been denied

Conflict is a direct opposition, a clash or

disagreement between people
Individual Experience

Recall a time when you were bullied or treated

badly. Share the emotions you felt during that
time.

How did you react when you were bullied or

treated badly?
Types of Conflict

• Inter-personal and intra-personal

• Inter-group and intra-group

• Competitive and Disruptive

• Destructive and Constructive

Causes of Conflict
• Misunderstanding

• Personality clashes

• Competition for resource

• Authority issues

• Lack of cooperation

• Differences over methods or style

• Low performance

• Value or goal differences

The Costs of Unresolved Conflict

Lost work time and productivity

Lost employees / high turnover
Damage to organization reputation
Sabotage, theft, damage
Lowered job motivation
Health costs due to stress
Legal costs due to litigation
Is Conflict always a bad thing?
Can be opportunity for growth or learning

Inspires creativity

Can bring up alternative ways of thinking and behaving we had not

considered before

Can challenge us to value differences

Can improve communication

“Two heads are better than one……

…… only if they contain different opinions”
CONFLICT
RESOLUTION
......FINDING A BETTER SOLUTION
 A RATIONAL WAY OF
RESOLVING CONFLICTS

Identify the Problem

Continue to Come Up with

Evaluate the Several Possible
Solution Solutions

Evaluate These
Implement the
Alternative
Solution
Solutions

Decide on the Best

Solution
USING EFFECTIVE COMMUNICATION IN
CONFLICT RESOLUTION

In a conflicted situation, it is important to reduce the

emotional charge from the situation so that you can
deal with your differences on a rational level in
resolving the conflict
Methods to deal with
Conflicts
Avoidance (lose-lose situation)

Accommodation (lose-win situation)

Competition (win-lose situation)

Compromise (win some-lose some)

Collaboration (win-win situation)

1. Denial, Avoidance
What happens when used?
◦ People just avoid a conflict by denying its existence.
I’m not OK; you’re not OK ............................ Wait / See

Appropriate to Use When:

◦ Conflict is relatively unimportant, timing is wrong, a cooling
off period is needed
3. Accommodating
What happens when used?
◦ Differences are played down and surface harmony is maintained.
I’m not OK, you’re OK ............................. lose/win

Appropriate to Use When:

◦ When preservation of the relationship is more important at the
moment
◦
2. Power or Compete
What happens when used?
◦ One’s power, position or strength settles the conflict.
I’m OK, you’re not OK ............................. win/lose

Appropriate to Use When:

◦ When power comes with position of authority and this
method has been agreed upon
4. Compromise or Negotiation
What happens when used?
◦ Each party gives up something in order to meet midway,
often leaving both parties dissatisfied.
We’re both sort of OK ............................. win/win

Appropriate to Use When:

◦ Both parties are better off with a compromise than
attempting a win-lose stance
5. Collaboration
What happens when used?
◦ Mutual respect and agreement to work together to resolve
results in I’m OK, You’re OK .......... win/win

Appropriate to Use When:

◦ Time is available; parties committed to working together as we
versus the problem, not we-they
How to Prevent Conflicts as a
Manager
Frequent meeting of your team

Allow your team to express openly

Sharing objectives

Having a clear and detailed job description

Distributing task fairly

Never criticize team members publically

Always be fair and just with your team

Being a role model

Words to be avoided that
Promote Conflict
“You must…
“You lied to me”
“This is so typical of you…”
“You always / you never”
“The problem is…”
“If you don’t do this, then…”
“You’ll never change”
“You’re being hysterical”
Thank You