Building Interpersonal Relationship &Conflict ManagemntHow to have a healthy work

enviroment through avoiding conflicts and building Interpersonal relationship

By Ashraf M. DiaaMember of the australian Institute of Training & Development

Before we start....• Empty your cup ...We will refill

together.

• We will Work in Teams.

• Kindly have your Communicators on silent mode .

• Choose a name for your team.

Corporate life

• What is the price we pay from living in a corporate life?

• Are we living it , suffering in it , or enjoying it ?

• Are we ready to apply what we will go through today ?

communication in theorganization

• In Corporate dynamics , There is 2 Cs carrying the performance of the organization.

Communication Co-ordination

Factors Affecting Communication in the Organization

1. Organizational Structure

2. Organizational Culture

3. People’s Behavior

Structur+Culture+Behavior = Corporate politics

Tackling Miscommunication

• Tackling miscommunication will not appear without understanding the people we deal with.

• Social Styles

• Being able to overcome conflicts

• Know how to negotiate

• Lead by Emotional Intelligence

Social Styles”How does the society see us ? ”

What is your social style ?

What is a Conflict ?

Every Team will come out with a definition for the word ”conflict“

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Conflict can appear as a result of...

Ideas

Openions

Beliefs

Values

Goals

Organizational structures

Competition

Culture , etc....

Sources of Conflict Ambiguous Authority

”Who’s going to run for the next promotion“?

Example:

Conflict of interest

Asses your son and his competitor for a post.

Example:

Communication barriers

Language , Education , Culture or Lack of communication skills

Example:

Sources of Conflict Economic Conflict

Wars in times of Arabia for water sources.

Example:

Over dependency of one party

All activities are frozen until finance approves the budget.

Example :

Misconceptions about Conflict

Harmony is normal and conflict is not.

Conflict and Disagreement are the same.

Conflict is a result of ”Personality Problem“

Conflict and anger are the same.

Conflict Manifestation

Phase One : Frustration

Phase Two : Cause

Conceptualization

Phase Three: Behaviors directed at

cause

Phase Four: Outcome as a

result of behavior

Activity

1. Identify a conflict situation that you have faced recently.

2. Write down what frustrated you.

3. Make a note on what may have caused the conflict.

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Strategies to manage conflict

• Avoidance• Competition (A)• Accommodation (B)• Compromise (C)• Collaboration (D)

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Conflict range• I win, you lose (competition—A(• I lose or give in (accommodate—B)• We both get something (compromise—C)• We both “win”(collaborate—D)

A B C D

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CompromiseAccepting the lose in order to cause your

opponent’s lose.

• Advantages– Shows good will– Establishes friendship

• But...– You don’t get what you want– May feel like a dead end– Least effective in conflict management in

terms of self-benefit

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CompetitionAggressively trying all ways to win all

• Advantages– The winner is clear– Winners usually experience gains

• But– Establishes the battleground for the next

conflict– May cause worthy competitors to withdraw

or leave the organization

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Accommodation

Giving In , Letting the other party win.

• Advantages– shrink conflict situation– Enhances ego of the other

• But– Sometimes establishes a superiority– Does not fully engage participants

AvoidanceDenying existence of conflict

• Advantages- If it ‘s not broken...No need to fix it.- Gives a space for more important issues &

Priorities

• But...- Status quo does not stay for much time .- When conflict is back,it is stronger and

cumulative.

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CollaborationActively looking after your interest without

loosing sight of opponent’s interest.

• Advantages– Everyone “wins”– Creates good feelings

• But...– Hard to achieve since no one knows how– Often confusing since players can “win”

something they didn’t want

Activity

1. Look back in the same conflict situation

2. Which way did you use?

3. What is your comment about your communication skills ?

Conflict communication FREEZERS• Tell ...“You MUST“

• Threatening... ”Or else“

• Throwing responsibility , ex: ”It is your responsibility“

• Making a suggestion without being asked.

• Attemping to educate ... ”Experience tells us that“

• Judging negatively ... ”You’re wrong“

Conflict communication FREEZERS

• Psychoanalysing people ... ”You have a problem with communication“

• Giving the third degree, ”Why a person like you would do that ” ?

• Respond to the problem by kidding.. ”You think you’ve got a problem“

Going Beyond freezing Behaviors• Begin With CommunicationActive listeningAsk Open–ended questions

• Separate the problem from the personRedefine the conflictFind a common ground

Going Beyond freezing Behaviors

• Use ”I“ for example not ”you“ Dont Say: A cardiologist is the doctor you visit

when you get heart diease.

Say: A cardiologist is a doctor i may visit if I got heart disease.

Best: A cardiologist is a doctor people visit if someone got heart disease.

Going Beyond freezing Behaviors• Partial NegotiationNegotiate positively (Integrational Negotiation(Avoid Distributive Bargening

• The ORANGE Challenge !!

Activity

1. Using the same conflict ,Was your behavior constructive or Destructive ?

2. ROLEPLAYS : Which department will have the biggest share of the extra budget ?

Destructive Vs ConstructiveDestructive Constructive

oNegative results Progress occurs

oResolution diminish Problem solved

oGroups are divided Groups are unified

oProductivity decreased Productivity enhanced

oSatisfaction decreased Commitment appears

oUnhealthy ,depressive work enviroment

Healthy and supportive work enviroment

Conflict Outcomes

conflict

Win/win

Win/loseLose/lose

Lose/win

Activity

1. How did the conflict end ? Win/Win Win/Lose Lose/Win Lose/Lose

2. What could be the other process ?

Thank you for participation , waiting for your feedback !Ashraf

Diaa