Conflict Management

ANALYSIS OF CONFLICT MANAGEMENT STYLES IN TEAMS

Submitted To: Dr. R. P. Raya

PROJECT REPORT

Submitted By

KAMALAKKANNAN G GAURAV KUMAR ARVARIYA SUSHIL SHAKYA

Section – B

DEPARTMENT OF MANAGEMENT STUDIES

SCHOOL OF MANAGEMENT

PONDICHERRY UNIVERSITY

ACKNOWLEDGEMENT

The successful completion of any task would be incomplete without

mentioning the names of the persons who helped to make it possible. I take

this opportunity to express my gratitude in a few words to all those who

helped me in the completion of this project.

I convey my sincere thanks to Dr. R. P. RAYA for giving this

opportunity to have such a study about Conflict Management.

I express my sincere thanks and deep sense of gratitude to Team leads Mr.

Mohan (CTS), Mr. Sathish Kumar (Wipro) and Mr. Sonu Dass (Syntel Inc.,) for

permitting us to conduct the study on their Organization. I sincerely thank my

friends for giving timely advice in all the aspects for the success of this project

work.

CONTENTS

S. No. TITLES Page No.

1. Executive Summary 1

2. Introduction 2

3. The Conflict Management Process 3

4. Strategies for Conflict Management 4

5. Ways People Deal with Conflict 6

6. Objectives 9

7. Research Methodology 10

8. Data Analysis 12

9. Correlation Analysis 15

10. Conclusion 17

11. Questionnaire 19

Conflict Management

EXECUTIVE SUMMERY

Cognizant Technology Solutions (CTS)reputed organization in IT Sector. They provide Software Solutions, BPO works in and around world. These MNC’s works.

The Objective of the project is to identify and compare the conflict management styles followed in the teams of each company.Correlation Analysis on the data collected on their Conflict Management Styles.

If the Conflict is managed in a way that brings out positive effect then the productivity of the organization self awareness about conflict modes, conflict communication skills, and establishing a structure for management of conflict in your environment.

EXECUTIVE SUMMERY

Cognizant Technology Solutions (CTS), Wipro & Syntel Incin IT Sector. They provide Software Solutions, BPO works

in and around world. These MNC’s are playing a major part in

The Objective of the project is to identify and compare the conflict agement styles followed in the teams of each company.

Correlation Analysis on the data collected on their Conflict Management Styles.

If the Conflict is managed in a way that brings out positive effect then the productivity of the organization would be increased. It also increases the

about conflict modes, conflict communication skills, and establishing a structure for management of conflict in your environment.

1

Syntel Inc are three in IT Sector. They provide Software Solutions, BPO works

a major part in US outsourcing

The Objective of the project is to identify and compare the conflict agement styles followed in the teams of each company. Computing

Correlation Analysis on the data collected on their Conflict Management Styles.

If the Conflict is managed in a way that brings out positive effect then It also increases the

about conflict modes, conflict communication skills, and establishing a structure for management of conflict in your environment.

Conflict Management

Conflict is a fact of life. Although many people

unfortunate results, some conflict is actually necessary and good. It all depends

on how a particular conflict is handled.

What is Conflict?

“A process that begins when one party perceives that another party has

negatively affected, or is about to negatively affects something that first cares

about.”

“Conflict occurs when there are two or more competing responses to a

single event.”

“Is a process that begins when one party perceives that

has negatively affected, or

first party cares about.”

Conflicts must be perceived by the parties to it; whether or not conflict exists is

a perception issue. If no one is aware of a conflict, then it is generally agreed

that no conflict exist. Conflict can be a serious problem in an organization. It

can create chaotic conditions that make it nearly impossible for employees to

work together on the other hand; conflict also has a well known positive side.

INTRODUCTION

Conflict is a fact of life. Although many people think only of its ugly or


on how a particular conflict is handled.


ted, or is about to negatively affects something that first cares


“Is a process that begins when one party perceives that

has negatively affected, or is about to negatively affect, something that the



ct exist. Conflict can be a serious problem in an organization. It



2

think only of its ugly or



ted, or is about to negatively affects something that first cares


“Is a process that begins when one party perceives that another party

affect, something that the



ct exist. Conflict can be a serious problem in an organization. It



Conflict Management

THE CONFLICT MANAGEMENT PROC

What is conflict management?

Conflict may be defined as a struggle or contest between people with

opposing needs, ideas, beliefs, values, or goals. Conflict on teams is inevitable;

however, the results of conflict are not predetermined. Conflict might escalate

and lead to non-producti

lead to quality final products.

Therefore, learning to manage conflict is integral to a high

team. Although very few people go looking for conflict, more often than not,

conflict results because of miscommunication between people with regard to

their needs, ideas, beliefs, goals, or values. Conflict management is the

principle that all conflicts cannot necessarily be resolved, but learning how to

manage conflicts can decrease the odds of

Conflict management involves acquiring skills related to conflict

resolution, self-awareness about conflict modes, conflict communication skills,

and establishing a structure for management of conflict in your environment.

How do people respond to conflict? Fight or F

Physiologically we respond to conflict in one of two ways

“get away from the conflict” or we are ready to “take on anyone who comes

our way.” Think for a moment about when you are in conflict. Do

leave or do you want to fight when a conflict presents itself? Neither

physiological response is good or bad

THE CONFLICT MANAGEMENT PROCESS

What is conflict management?




productive results, or conflict can be beneficially resolved and

lead to quality final products.

Therefore, learning to manage conflict is integral to a high


because of miscommunication between people with regard to



manage conflicts can decrease the odds of non-productive escalation.


awareness about conflict modes, conflict communication skills,


respond to conflict? Fight or Flight?

Physiologically we respond to conflict in one of two ways


our way.” Think for a moment about when you are in conflict. Do


physiological response is good or bad—it’s personal response. What is

3




ve results, or conflict can be beneficially resolved and

Therefore, learning to manage conflict is integral to a high-performance


because of miscommunication between people with regard to



escalation.


awareness about conflict modes, conflict communication skills,


Physiologically we respond to conflict in one of two ways—we want to


our way.” Think for a moment about when you are in conflict. Do you want to


it’s personal response. What is

Conflict Management

important to learn, regardless of our initial physiological response to conflict, is

that we should intentionally choose our response to conflict.

Whether we feel like we want to fight or flee when a conflict arises, we can

deliberately choose a conflict mode. By consciously choosing a conflict mode

instead of to conflict, we are more likely to productively

the problem at hand.

STRATEGIES FOR CONFLICT MANAGEMENT

Larson and Gray’s list of five strategies for managing dysfunctional conflict

provides a good summary of approaches.

Mediation:

The goal is to identify multiple possible

select one that is acceptable to all involved parties and in the interest of

project objectives.

Arbitration:

This strategy requires the project manager to provide a safe and

productive opportunity for the conflicted parties

After careful attention and fully listening to each party, the project manager

should formulate, define, and provide a solution to the parties. This strategy is

based on the forcing approach to conflict described earlier. Arbitr

often be effectively combined with mediation by forcing an initial conflict

solution and then allowing the parties to negotiate to a more mutually

acceptable alternative.


entionally choose our response to conflict.



instead of to conflict, we are more likely to productively contribute to solving

STRATEGIES FOR CONFLICT MANAGEMENT


provides a good summary of approaches.

The goal is to identify multiple possible alternatives and to mutually



productive opportunity for the conflicted parties to air their disagreements.



based on the forcing approach to conflict described earlier. Arbitr

combined with mediation by forcing an initial conflict


4




contribute to solving


alternatives and to mutually



to air their disagreements.



based on the forcing approach to conflict described earlier. Arbitration can

combined with mediation by forcing an initial conflict


Conflict Management

Control:

Based on the smoothing approach described earlier, this strategy

to bring tension and emotions down to a level at which productive discussion

and negotiation can occur. Humour is often an effective tool, as well as the use

of temporary breaks or time

parties.

Acceptance:

The decision can be made that the conflict consequences are negligible

relative to project objectives and, therefore, require no action. This strategy

carries significant risk of later escalation and should be combined with specific

plans for monitoring the situation to ensure that the conflict remains at an

acceptable level.

Elimination: Finally, the elimination strategy is reserved for those conflicts that

have become so dysfunctional that the project can no longer tolerate any

impacts from them. Often

conflicted parties from involvement with the project.

What factors can affect our conflict modes?

· Gender · Self-concept · Expectations · Situation· Position (Power) · Practice· Determining the best mode· Communication skills· Life experiences

Based on the smoothing approach described earlier, this strategy


occur. Humour is often an effective tool, as well as the use

of temporary breaks or time-outs in the discussions between conflicted




the situation to ensure that the conflict remains at an

Finally, the elimination strategy is reserved for those conflicts that


impacts from them. Often a last resort, elimination involves the removal of the

conflicted parties from involvement with the project.

What factors can affect our conflict modes?

the best mode

5

Based on the smoothing approach described earlier, this strategy seeks


occur. Humour is often an effective tool, as well as the use

outs in the discussions between conflicted




the situation to ensure that the conflict remains at an

Finally, the elimination strategy is reserved for those conflicts that


a last resort, elimination involves the removal of the

Conflict Management

The Conflict Management Process

WAYS PEOPLE DEAL WITH CONFLICT

There is no one best way to deal with conflict. It depends on the current situation. Here are the major ways that people use to

The Turtle (WITHDRAWING)

Turtles withdraw into their shells to avoid conflicts. They give up their

personal goals and relationships. They stay away from the issues over which

the conflict is taking place and from the persons they

Turtles believe it is hopeless to try and resolve conflicts. They feel helpless.

They believe it is easier to withdraw (physically and psychologically) from a

conflict than to face it.

The Shark (FORCING)

Sharks try to overpower opponents by forcing them to accept their

solutions to the conflict. Their goals are highly important to them and

The Conflict Management Process

WAYS PEOPLE DEAL WITH CONFLICT

There is no one best way to deal with conflict. It depends on the current situation. Here are the major ways that people use to deal with conflict.

The Turtle (WITHDRAWING)



the conflict is taking place and from the persons they are in conflict with.





6

There is no one best way to deal with conflict. It depends on the current deal with conflict.



are in conflict with.





Conflict Management

relationships of minor importance. They seek to achieve their goals at all

costs. They are not concerned with the n

others like or accept them. Sharks assume that conflicts are either won or lost

and they want to be the winner. This gives them a sense of pride and

achievement. Losing gives them a sense of weakness, inadequacy and

They try and win by attacking, overpowering, overwhelming and intimidating

others.

The Teddy Bear (SMOOTHING)

To teddy bears the relationship is of great importance while their own

goals are of little importance. Teddies want to be accepted and

people. They think that conflict should be avoided in favour of harmony and

that people cannot discuss conflicts without damaging relationships. They are

afraid that if a conflict continues, someone will get hurt and that could ruin the

relationship. They give up their goals to preserve the relationship. They like to

smooth things over.

The Fox (COMPROMISING)

Foxes are moderately concerned with their own goals and their

relationships with others. They give up part of their own goals an

others in a conflict to give up part of theirs. They seek a conflict solution in

which both sides gain something

positions. They compromise; they will give up a part of their goal and

relationship in order to find agreement for the common good.


costs. They are not concerned with the needs of others. They do not care if



achievement. Losing gives them a sense of weakness, inadequacy and


The Teddy Bear (SMOOTHING)


goals are of little importance. Teddies want to be accepted and




elationship. They give up their goals to preserve the relationship. They like to

The Fox (COMPROMISING)


relationships with others. They give up part of their own goals an


which both sides gain something - the middle ground between two extreme


er to find agreement for the common good.

7


eeds of others. They do not care if



achievement. Losing gives them a sense of weakness, inadequacy and failure.



goals are of little importance. Teddies want to be accepted and liked by other




elationship. They give up their goals to preserve the relationship. They like to


relationships with others. They give up part of their own goals and persuade


the middle ground between two extreme


Conflict Management

The Owl (CONFRONTING)

Owls highly value their own goals and relationships. They view conflicts

as problems to be solved and seek a solution that achieves both their own and

the other person's goals. Owls see con

relationships by reducing tension between two people. They try to begin a

discussion that identifies the conflict as a problem to be solved. By seeking

solutions that satisfy everyone, owls maintain the relationship. They

happy until a solution is found that both satisfies everyone’s goals and resolves

the tensions and negative feelings that may have been present.

Conflict Management Style

Withdrawal / Avoidance

Smoothing / Accommodating

Compromising

Forcing / Competing

Problem Solving / Collaboration

Some Conflicts they face

a) Role conflict

b) Conflict in Selection of Ideas

c) Conflict in resource scarcity

The Owl (CONFRONTING)



the other person's goals. Owls see conflicts as a means of improving



solutions that satisfy everyone, owls maintain the relationship. They



Conflict Management Style Productivity

Temporary

(Fails to Resolve)Smoothing / Accommodating

Provides Resolution

Problem Solving / Collaboration

Some Conflicts they face while executing a task:

Conflict in Selection of Ideas

Conflict in resource scarcity

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flicts as a means of improving



solutions that satisfy everyone, owls maintain the relationship. They are not



Productivity

Temporary

(Fails to Resolve)

Provides Resolution

Conflict Management

OBJECTIVES

The main objective of the study is to find

strategies followed in 3 reputed concerns

Other objectives of the study are

companies of the same sector

Suggesting ways to

The main objective of the study is to find the conflict resolution

strategies followed in 3 reputed concerns

Other objectives of the study are compare the strategies with other 2

companies of the same sector

Suggesting ways to handle the conflict efficiently

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the conflict resolution

compare the strategies with other 2

Conflict Management

RESEARCH METHODOLOGY

Research design:

A research design is basiccollection of data and analysis of the data.

The research design adopted here is

Descriptive research:

Descriptive studies, as their name implies, are designed to describe

something (Conflict Resolution Strategies)

Sampling plan:

Data

Researcher design

Researcher instrument

Method of contact

Sampling method:

Judgement Sampling

Sampling Unit

The Project Team

RESEARCH METHODOLOGY

is basic frame work or plan for a study collection of data and analysis of the data.

The research design adopted here is Descriptive.


(Conflict Resolution Strategies).

: Primary data

: Survey method

Researcher instrument : Questionnaire

: Personal / E-mail / Telephonic

Judgement Sampling

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frame work or plan for a study that guides the


mail / Telephonic

Conflict Management

Sampling Area

Three IT Companies in different location

Cognizant, Coimbatore

Syntel Inc., Chennai

Wipro, Mysore

Sample Size

15 Team members

3 Team Leads

SCOPE & LIMITATIONS of the study

Scope of the study

Conflict in a team is

concern. Addressing those conflicts in a structured way will enhance the

efficiency of the functioning of the team. So study must be made in order to

increase the competitiveness of the firm in the fast chang

Limitations of the Study

The study was carried out

Sample size is limited to 1

to time constrains.

Three IT Companies in different location.

Cognizant, Coimbatore

Syntel Inc., Chennai

Wipro, Mysore

15 Team members

Leads

SCOPE & LIMITATIONS of the study

Conflict in a team is directly proportional to the productivity of a



competitiveness of the firm in the fast changing market.

he Study

The study was carried out with only 3 Teams

mple size is limited to 15 Team members and 3 Team Leads

to time constrains.

11

directly proportional to the productivity of a



ing market.

5 Team members and 3 Team Leads due

Conflict Management

DATA ANALYSIS:

Conflict Management Style followed by a Team

Description:

Team Lead falls under

Resolution process is well facilitated under a Compromising Person

40.00%

Conflict Management Style followed by a Team in COGNIZANT

Team Lead falls under COMPROMISING Category


10.00%

50.00%

WITHDRAWING

FORCING

SMOOTHING

COMPROMISING

CONFRONTING

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in COGNIZANT


WITHDRAWING

FORCING

SMOOTHING

COMPROMISING

CONFRONTING

Conflict Management

Conflict Management Style followed by a Team in S

Description:

Team lead falls under

Confronting type values both resolving and relationships.

Negotiation of conflicts with the concern is his strategy (as per

interaction with him

50%

Style followed by a Team in SYNTEL INC.

Team lead falls under CONFRONTING type.

type values both resolving and relationships.


with him)

25%

25%

WITHDRAWING

FORCING

SMOOTHING

COMPROMISING

CONFRONTING

13

YNTEL INC.

type values both resolving and relationships.


WITHDRAWING

FORCING

SMOOTHING

COMPROMISING

CONFRONTING

Conflict Management

Conflict Management Style

Description:

Team lead is partially Confronting and Smoothing

As per the category the leader might be valuing relationship a bit more

Negotiating conflict

team.

14.28%

Conflict Management Style followed by a Team in WIPRO

Team lead is partially Confronting and Smoothing


Negotiating conflict along with smoothing is the overall strategy of the

14.28%

71.42%

14.28%

WITHDRAWING

FORCING

SMOOTHING

COMPROMISING

CONFRONTING

14


with smoothing is the overall strategy of the

WITHDRAWING

FORCING

SMOOTHING

COMPROMISING

CONFRONTING

Conflict Management

CORRELATION ANALYSIS

No. of Companies X i Y i

1 3.3 3.752 3.3 3

3 3 3

Total 10.35 9.75

Value of

Value of

Value of

X = Mean of

r (Pearson’s coefficient of correlation)

r (Pearson’s coefficient of correlation)

The combination of the hypotheses

Ho : r = 0 ( the two variables are not associated.)

H1 : r ≠ 0 (the two variables are associated.)

CORRELATION ANALYSIS

Y i (X i- X) (Yi - Y) (X i- X)2 (Yi

3.75 -0.15 0.5 0.0225 0.253 -0.15 -0.25 0.0225 0.06253 0.3 -0.25 0.09 0.0625

9.75 0 0 0.135 0.375

(Xi-X

[√Σ (Xi - X)2

Value of Cognizant = 3.3 , Xi = Company 1

Value of Syntel = 3.7 , Yi = company 2

Value of Wipro = 3.0

Mean of Xi , Y = Mean of Yi

earson’s coefficient of correlation) =

earson’s coefficient of correlation) = - 0.5

The combination of the hypotheses to test the significance of r is shown below :

= 0 ( the two variables are not associated.)

0 (the two variables are associated.)

15

(Yi-Y)2 (Xi-X)(Yi-Y)

0.25 -0.0750.0625 0.03750.0625 -0.075

0.375 -0.1125

X)(Yi-Y)

2] [√Σ (Xi - Y)2]

, Xi = Company 1

, Yi = company 2

0.5

to test the significance of r is shown below :

Conflict Management

INFERENCE

From the above calculation the following styles are obtained:

There is no Correlation between the conflict management styles

followed by any two teams.

The value of the t static to test the significance of r is computed below:

The calculated value of

Hence, the null hypothesis is accepted .This means that the correlation coefficient of the problem is between the two variables is

From the above calculation the following styles are obtained:


followed by any two teams.

static to test the significance of r is computed below:

r

[√((1- r2) / ( n-2))]

The calculated value of t static (- 0.57) is less than table t static (12.706)

Hence, the null hypothesis is accepted .This means that the correlation coefficient of the problem is not significant. Hence the association between the two variables is not significant.

16


static to test the significance of r is computed below:

]

static (12.706)

Hence, the null hypothesis is accepted .This means that the correlation . Hence the association

Conflict Management

CONCLUSION

The teams which we had taken as Sample Size are Successful in their

Organization. The Conflict Management Techniques followed by all the three

teams are different. There is no single solution to conflicts. Each one of them is

unique and has to be handled d

approaches to a conflict.

You need a wide variety of ways to deal with those who disagree

with you if you want to be effective.

You sometimes need to change your style

with the person who

Using collaboration or compromise as

more effective


The Conflict Management Techniques followed by all the three

There is no single solution to conflicts. Each one of them is

unique and has to be handled differently. But there are some general rules or


with you if you want to be effective.

You sometimes need to change your style or approach to work

with the person who disagrees with you.

Using collaboration or compromise as often as possible makes for

more effective decision making.

17


The Conflict Management Techniques followed by all the three

There is no single solution to conflicts. Each one of them is

But there are some general rules or


or approach to work

often as possible makes for

Conflict Management

RECOMMENDATION

Managers should:

Monitor employees work to assist them to understand and coordinate

their actions.

Encourage employees to approach you when they cannot solve difficulties

with co-workers on their own.

Clear the air with regular meetings that give employees a chance to discuss

their grievances.

Provide a suggestion box, check it frequently, and personally reply to

singed suggestions.

Offer as much information as possible about decisions to minimize

confusion and resentment.

Use employee surveys to identify potential conflicts that have n

surfaced.

Listen carefully to employ

“In an Alliance there is always a give and take policy

RECOMMENDATION


employees to approach you when they cannot solve difficulties

workers on their own.


Provide a suggestion box, check it frequently, and personally reply to


confusion and resentment.

Use employee surveys to identify potential conflicts that have n

Listen carefully to employees to prevent misunderstanding.

In an Alliance there is always a give and take policy

-

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employees to approach you when they cannot solve difficulties


Provide a suggestion box, check it frequently, and personally reply to all


Use employee surveys to identify potential conflicts that have not yet

ees to prevent misunderstanding.

In an Alliance there is always a give and take policy”

by Kamal Nath

Conflict Management

CONFLICT STYLES QUESTIONNAIRE

The proverbs listed below can be thought of as some of the different strategies for resolving conflict.

Read each of the proverbs and using the following scale score how typical each is of your actions when in conflict.

1 - Never does this, 2 - seldom dodo this, 5 - usually do this

1. It is easier to refrain than to retreat from a quarrel2. If you cannot make a person think as you do, make him or her do as you think3. Soft words win hard hearts

4. You scratch my back, I'll scratch yours5. Come now and let us reason together6. When two quarrel, the person who keeps silent first is the most praiseworthy7. Might overcomes right

8. Smooth words make smooth ways9. Better half a loaf than no bread at all

10. Truth lies in knowledge, not in majority opinion11. He who fights and runs away lives to fight another day 12. He hath conquered well that hath made his enemies flee

13. Kill your enemies with kindness


How do you act in conflicts?

The proverbs listed below can be thought of as some of the different strategies

Read each of the proverbs and using the following scale score how typical each is of your actions when in conflict.

seldom do this, 3 - sometimes do thisusually do this

1. It is easier to refrain than to retreat from a quarrel2. If you cannot make a person think as you do, make him or her do

Soft words win hard hearts

4. You scratch my back, I'll scratch yours5. Come now and let us reason together6. When two quarrel, the person who keeps silent first is the most

7. Might overcomes right

smooth ways9. Better half a loaf than no bread at all

10. Truth lies in knowledge, not in majority opinion11. He who fights and runs away lives to fight another day 12. He hath conquered well that hath made his enemies flee

enemies with kindness

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The proverbs listed below can be thought of as some of the different strategies

Read each of the proverbs and using the following scale score how typical each

his, 4 - frequently

SCORE

2. If you cannot make a person think as you do, make him or her do

6. When two quarrel, the person who keeps silent first is the most

Conflict Management

14. A fair exchange brings no quarrel 15. No person has the final answer but every person has a piece to contribute16. Stay away from people who disagree with you

17. Fields are won by those who believe in winning18. Kind words are worth much and cost little19. Tit for tat is fair play20. Only the person who is willing to give up their monopoly on truth can profit from the truths that others hold

21. Avoid quarrelsome people as they will only make your miserable22. A person who will not flee will make others flee23. Soft words ensure harmony

24. One gift for another makes good friends25. Bring your conflicts into the open and face them directly; only then will the best solution be

26. The best way of handling conflicts is to avoid them

27. Put your foot down where you mean to stand28. Gentleness will triumph over anger29. Getting part of what you want is better than not getting anything at all30. Frankness, honesty and trust will move mountains

31. There is nothing so important you have to fight for it32. There are two kinds of people in the world, the winners and the losers33. When one hits you with a stone, hit him or her with a piece cotton34. When both give in halfway, a fair settlement is achieved

35. By digging and digging, the truth is discovered

14. A fair exchange brings no quarrel 15. No person has the final answer but every person has a piece to

16. Stay away from people who disagree with you

17. Fields are won by those who believe in winning18. Kind words are worth much and cost little

20. Only the person who is willing to give up their monopoly on truth can profit from the truths that others hold

21. Avoid quarrelsome people as they will only make your life

22. A person who will not flee will make others flee23. Soft words ensure harmony

24. One gift for another makes good friends25. Bring your conflicts into the open and face them directly; only then will the best solution be discovered

26. The best way of handling conflicts is to avoid them

27. Put your foot down where you mean to stand28. Gentleness will triumph over anger29. Getting part of what you want is better than not getting anything

Frankness, honesty and trust will move mountains

31. There is nothing so important you have to fight for it32. There are two kinds of people in the world, the winners and the

33. When one hits you with a stone, hit him or her with a piece

34. When both give in halfway, a fair settlement is achieved

35. By digging and digging, the truth is discovered

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15. No person has the final answer but every person has a piece to

20. Only the person who is willing to give up their monopoly on truth

25. Bring your conflicts into the open and face them directly; only

29. Getting part of what you want is better than not getting anything

32. There are two kinds of people in the world, the winners and the

33. When one hits you with a stone, hit him or her with a piece of

Conflict Management

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