CONFLICT MANAGEMENT AT

WORK PLACE

1
C.Vox
 WHAT IS CONFLICT
 A strong disagreement between people, groups, etc. that often
results in angry arguments.
 Occurs due to
 No two people are alike
 See things differently
 Different ideologies
 Different approaches to problem solving
 Poor communication skills
 Competition for limited resources
 Differences in goals and values
 Organizational inter-department friction & 2
C.Vox

 Ego
 ACTIVITY

Make a list of three conflicts that you have

currently dealing with at work.

3
C.Vox
RECENT CONFLICTS OCCURRED IN OUR COMPANY

 Resistance to change.
 Conflicts related with emotions.
 Conflicts due to frustrations & stress.
 Conflicts due to poor communication.
 Role Conflict – may be conflict between personality of the
person and the expectations of the role.

4
C.Vox
 TYPES OF CONFLICT
1. Intrapersonal conflict
2. Interpersonal conflict
3. Functional conflict A B
4. Intergroup conflict

C.Vox
5
C D
STEPS IN MANAGING CONFLICT
1. Know when to intervene.
2. Address the conflict.
3. Identify the source and the importance of the conflict.
4. Identify possible solutions.
5. Develop an acceptable solution.
6. Implement and evaluate.

6
C.Vox
KNOW WHEN TO INTERVENE
 Constructive disagreements often lead to improvements in
the workplace.
 First decision as a manager/supervisor/subordinate is to
decide whether or not to become involved.
 Sometimes the leader’s action may even make a difficult
situation worse.
 As a rule, it is time to consider action when the team or
productivity are affected.

7
C.Vox
ADDRESS THE CONFLICT
 Four rules to follow when you have decided to take action:
1. Take a positive approach
2. Treat others as you would want to be treated
3. Try to avoid addressing the problem in front of others
4. Demonstrate control by speaking in a calm, constructive way –
use “I” messages

8
C.Vox
ADDRESS THE CONFLICT
 Example –
“I really felt embarrassed when you shouted at me” rather
than “Your should know better than to shout at other
people.”
 “You ruined my jacket! Are you ever going to grow up?!”
better to say “I” statement response: “I am upset that my
coat was damaged because I can’t afford to replace it. I
really appreciate it when the things I loan out are taken care
of.”
 “You” messages tend to put people on the defensive.
9
C.Vox
IDENTIFY THE SOURCE AND IMPORTANCE OF THE
CONFLICT

 State the problem openly.

 Encourage each person to describe the problem as he or she sees
it.
 Be sure that there is a real problem, not simply a
misunderstanding.
 Be specific in the discussion rather than general.
 Try to get people to focus directly on the real problem.
 Keep an open mind as the problem is discussed – avoid making snap
judgments and jumping to conclusions.

10
C.Vox
IDENTIFY POSSIBLE SOLUTIONS

 Be sure everyone involved understand they are responsible

for both the problem and the solution.
 Anyone who is not involved in the matter should not be
included in the discussion.
 Ask for comments and possible solutions from all sides and
discuss the pros and cons.

11
C.Vox
DEVELOP AN ACCEPTABLE SOLUTION

 Focus on behavior that can be changed, not something a

person cannot control.
 At the end of the discussion, summarize what has been
decided and what action will be taken.
 Check for understanding – make sure everyone understands
his or her role in solving the problem.

12
C.Vox
IMPLEMENT AND EVALUATE

 Become involved in carrying out the plan.

 Check periodically to make sure teamwork has improved to
a satisfactory extent.

13
C.Vox
FIVE STYLES OF DEALING WITH CONFLICT

1. Avoiding
2. Accommodating
3. Competing
4. Compromising
5. Collaborating

14
C.Vox
FIVE STYLES OF DEALING WITH CONFLICT

1. Avoiding 2. Accommodating
Avoid the issue Cooperating to high degree,
sometimes at expense of your own
Positive: goals and objectives.
 Allow you to step back and cool
Positive:
down.
 Other party is expert/has better
Negative: solution
 Avoiding in situations that really  Maintaining relationships
matter to you.
Negative:
 Not a good long term solution.
 May feel offended
 Unable to give opinion or be heard
15
C.Vox
FIVE STYLES OF DEALING WITH CONFLICT

3. Competing 4. Compromising
The win-lose approach Lose-Lose scenario. Neither party
Positive: achieves what they want.
 Aggressive way to achieve Positive:
goals  Temporary solution is needed
 Helpful when you need quick  Both parties have equally important
decisive action goals
Negative: Negative:
 Not concerned about the  Can be time consuming if both
relationships parties do not want to give
 May lead to losing friends something up
16
C.Vox
FIVE STYLES OF DEALING WITH CONFLICT

5. Collaborating
 Pair up to achieve goals of both parties & seeking win-win scenario.

 Thought two heads are better than one.

Positive:
 Re-framing the challenge
 Space for everybody’s ideas
Negative:
 Requires high degree of trust, time and effort from everyone involved

17
C.Vox
SUGGESTIONS FOR DEALING WITH CONFLICT

18
C.Vox
 LET’S DISCUSS

19
C.Vox