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CONFLICT

MANAGEMENT

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Conflict is a disagreement between peoplethat may be the result of different

Ideas

Perceptions

Preferences

Values

Beliefs

Goals and Objectives

Conflict is inevitable

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Causes of conflict

Poor communication

Lack of openness

Failure to respond to employee needs

Different personal values

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Types of conflicts

Intra- individual

Interpersonal

Intergroup

Inter organizational

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Conflict management

Conflict management involves implementing

strategies to limit the negative aspects of conflict

and to increase the positive aspects of conflict at

a level equal to or higher than where the conflict

is taking place.

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APPROACHES TO CONFLICT

According to negotiation experts Lewicki, Saunders and

Minton,

There are five major approaches to conflict resolution.

The approaches are distinguished by their levels ofcooperativeness and assertiveness.

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FIVE APPROACHES TO

CONFLICT

Competitive Style

Accommodating Style

Avoiding Style

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CONT..

Collaborating Style

Compromising Style

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CONFLICT STIMULATION

Conflict improves group and organizational

effectiveness.

stimulation of conflict initiates the search for new

means and goals

and provides the stimulus for innovation

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WHY CONFLICT

STIMULATION?

Group cohesiveness

Constructive tension

Radical changes

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CONFLICT STIMULATION

TECHNIQUES

COMMUNICATION

BRING IN OUTSIDERS

RESTRUCTURE THE ORGANIZATION

APPOINT A DEVIL'S ADVOCATE

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Strategies for conflict

resolution When angry, separate yourself from the

situation and take time to cool out.

Attack the problem, not the person. Start witha compliment.

Communicate your feelings assertively, NOTaggressively. Express them without blaming.

Focus on the issue, NOT your position aboutthe issue.

Accept and respect that individual opinionsmay differ, dont try to force compliance, workto develop common agreement.

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Do not review the situation as a competition, where one has towin and one has to lose. Work toward a solution where both

parties can have some of their needs met.

Focus on areas of common interest and agreement, instead ofareas of disagreement and opposition.

NEVER jump to conclusions or make assumptions aboutwhat another is feeling or thinking.

Listen without interrupting; ask for feedback if needed toassure a clear understanding of the issue.

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Remember, when only one persons needs are satisfied in a

conflict, it is NOT resolved and will continue.

Forget the past and stay in the present.

Build power with NOT power over others.

Thank the person for listening

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Thank You