APPROACHES TO CONFLICT

MANAGEMENT

This presentation explores how conflicts can be resolved by looking at things fairly, and how a mediator can help to make this happen.

Preventive Measures

Curative Measures

APPROACHES FOR MANAGING CONFLICT

Establishing Common Goals Reduction In Interdependence Reduction In Shared Resources Trust & Communication Coordination Exchange Of Personnel Use Of Superior Authority Reorganisation Of Groups

Preventive Measures

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Turtle (Avoidance)

Teddy Bear (Accommodation)

Horse (Competing)

Fox (Compromise)

Eagle (Collaborating)

Curaive Measures

Turtle (Avoidance) Also known as Withdrawing. This is when a person

does not pursue her/his own concerns or those of the opponent. He/she does not address the conflict, sidesteps, postpones or simply withdraws.

Advisable in following situations:• You desire that people should cool down• More information is needed to make a good decision• Someone else can resolve the conflict more

effectively

Styles of Dealing with Conflict

Teddy Bear (Accommodation) Also known as Smoothing. Smoothing is accommodating the

concerns of other people first of all, rather than one's own concerns.

Advisable in following situations: When it is important to provide a temporary relief from the conflict

or buy time until you are in a better position to respond/push back When the issue is not as important to you as it is to the other

person When you accept that you are wrong When you have no choice or when continued competition would be

detrimental

Styles of Dealing with Conflict

Fox (Compromise) Compromising looks for an expedient and mutually

acceptable solution which partially satisfies both parties

Advisable in following situations: When the goals are moderately important and not worth the use of

more assertive or more involving approaches, such as forcing or collaborating

To reach temporary settlement on complex issues To reach expedient solutions on important issues As a first step when the involved parties do not know each other

well or haven’t yet developed a high level of mutual trust

Styles of Dealing with Conflict

Horse (Competing) Also known as competing. An individual firmly pursues his or

her own concerns despite the resistance of the other person. This may involve pushing one viewpoint at the expense of another or maintaining firm resistance to another person’s actions.

Advisable in following situations: When you need to stand up for your own rights, resist

aggression and pressure When a quick resolution is required and using force is justified

(e.g. in a life-threatening situation, to stop an aggression) As a last resort to resolve a long-lasting conflict

Styles of Dealing with Conflict

Eagle (Collaborating) Also known as problem confronting or problem solving.

Collaboration involves an attempt to work with the other person to find a win-win solution to the problem in hand - the one that most satisfies the concerns of both parties. The win-win approach sees conflict resolution as an opportunity to come to a mutually beneficial result

Advisable in following situations: When consensus and commitment of other parties is important When it is required to address the interests of multiple stakeholders When a high level of trust is present When a long-term relationship is important When you don't want to have full responsibility

Styles of Dealing with Conflict

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Conflict Resolution

General perceptions of conflict as “negative:”

Anger Disagreement Hostility Threat Anxiety

Competition Tension Violence Destruction Pain War

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Conflict Resolution

Potential Productive Outcomes of Conflict:

Clarifying Learning Stimulating Intimate Courageous

Strengthening Creative Helpful Enriching Caring Opportunity Inclusive

When we get into arguments with people, the problem won’t be sorted until both parties feel that they have been treated fairly.

Grrrrr….. Grrrrr…..

In order to make things fair, all parties have to:

Understand Avoid making things worse Work together Find a solution

First we have to try to understand – by putting ourselves in the other person’s shoes.

Each person must be allowed to say how they feel – without being interrupted.

In order for it to work:

Each person must listen carefully to what the other has to say.

Everyone must make sure they don’t make the situation worse … so

NO:put downsrevealing of secretsscreaming or shoutingfighting, kicking, pushing!

Each person must be determined to work together with the others.

This means:Taking turnsSpeaking quietly, but firmlyActive listeningTalking about how you feel, without

blaming anyone.

Now find a solution by brainstorming together.

Think of as many ideas as possible!

All parties must take responsibility for their part of the agreement.

And stick to what has been decided.

…. And be prepared to talk again if things aren’t improving.

How’s about another chat?

O.K. That’s cool!

Once there were two women who both wanted a lemon.

However, as luck would have, it there was only one left in the shop.

Without discussion they both agreed to take half.

One woman took her half lemon home and squeezed it to make a drink.

The juice barely covered the bottom of the

glass

The other grated the rind to make an lemon flavoured cake (although it wasn’t as flavoursome as she had hoped).

The juice went everywhere!

Had they taken the time to talk and negotiate with each other, they both could have had what they wanted- the juice or the rind of a whole lemon!

THANK YOUPranav Gupta