Department of INDUSTRIAL ENGINEERING & MANAGEMENT

MUET JAMSHORO , SINDH

TOPIC:

• Mohammad Younus 08IN70

Presented by:Presented by:

Department of INDUSTRIAL ENGINEERING & MANAGEMENT

MUET JAMSHORO , SINDH

© 2007 Prentice Hall Inc. All rights reserved.

Conflict

Conflict Defined A process that begins when one party

perceives that another party has negatively affected, or is about to negatively affect, something that the first party cares about.Is that point in an ongoing activity

when an interaction “crosses over” to become an interparty conflict.

© 2007 Prentice Hall Inc. All rights reserved.

Positive FeelingsPositive FeelingsPositive FeelingsPositive FeelingsNegative EmotionsNegative EmotionsNegative EmotionsNegative Emotions

Conflict DefinitionConflict DefinitionConflict DefinitionConflict Definition

Why Conflict Arises

Type “A” Personality

Vs.

Type “B Personality

Type ”A” Personality

Highly CompetitiveStrong PersonalityRestless when

inactiveSeeks Promotion

Punctual Thrives on deadlinesMaybe jobs at once

Type “B” Personality

Works methodicallyRarely competitiveEnjoys leisure timeDoes not anger

easilyDoes job well but

doesn’t need recognition

Easy-going

Aggressive PeopleBody language

Stiff and straight Points, bangs tables to emphasize

points Folds arms across body

Verbal language “I want you to…” “You must…” “Do what I tell you!” “You’re stupid!”

Aggressive people are basically insecure….. Try toavoid them.

Submissive people

Body Language Avoids eye

contact Stooped posture Speaks quietly Fidgets

Verbal Language “I’m sorry” “It’s all my fault” “Oh dear”

Submissive people have a great senseof inferiority

Assertive PeopleBody language

Stands straight Appears composed Smiles Maintains eye contact

Verbal language “Let’s” “How shall we do this?” “I think… What do you think?” “I would like…”

© 2007 Prentice Hall Inc. All rights reserved.

Types of ConflictTask Conflict

Conflicts over content and goals of the work.

Relationship Conflict

Conflict based on interpersonal relationships.

Process Conflict

Conflict over how work gets done.

Causes of conflict

Causes:

• Poor communication

•Lack of openness

• Failure to respond to employee needs

Causes:

• Poor communication

•Lack of openness

• Failure to respond to employee needs

Preventing Conflict

Assess positive and negative personality traits of people involved

Determine personality type Aggressive Submissive Assertive

Assess if people are introvert or extroverts...

Preventing Conflict

Review past conflictsAssess communication skills of

those involvedRead body language of participants

Preventing ConflictTry to reduce conflict

Realize that communication is colored by personal experience, beliefs, fear, prejudices

Try to be neutral Plan the timing and place of the

conversation Realize that outside stress may add to

confrontation Eliminate/reduce external

interruptions

Preventing Conflict

Manage the language used Neutral vs. loaded words Reduce technical language Allow for cultural differences in

language Words may have different meanings

for different people…ask them to elaborate

Aids to Communication

Listen Actively RelaxObserve body

languageDevelop interest in

others interestsAsk for clarificationPlan what you are

going to say

Tailor words to person

Determine the best timing

Determine the best place

Why is the conversation necessary

Personalities who cause conflict

AggressorPassiveAbsenteeError proneNegative

attitudeChatterboxDo nothing

Personalities who cause conflict

UnreliableTime wasterResentful person

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:

UnderstandAvoid making things worseWork togetherFind 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!

Glossary

Negotiate - to discuss something

Mediate – to act as a go between

Resolve – to make your mind up

Prepared by, Name: Mohammad Younus Nationality: Pakistani Date of birth: 24th November

1988 Degree: Graduation (B.E

Industrial Engineering &

Management) Year of Study: Final year. Roll No. 08IN70 University: Mehran University

of Engineering and Technology (M.U.E.T) Jamshoro.