CONFLICT MANAGEMENT

Course Instructor

SMITA RASTOGI

06-07-2016 1 SMITA RASTOGI

COURSE OUTLINE

06-07-2016 SMITA RASTOGI 2

1. To defi e co flict

2. To review typical conflicts evolved

3. To become familiar with necessary

styles in resolving conflicts

Everyone faces

conflict in their

lives on a daily

basis. It is an

accepted and

expected part

of life.

A process that begins when one party perceives that another party has negatively affected, or is about to negatively affects, something that the first party cares about

Functional Conflict (+ve)

• Supports the goals of the group

• Improves group performance

Dysfunctional Conflict (-ve)

• Hinders group performance


Synonyms of conflicts

• tENSION

• dISAGREEMENT

• oPPOSITION

• sCARCITY

• bLOCKAGE

• bATTLE

• cONTEST

• iNTERFERENCE


Ti e to test your k o ledge…

Ti e to test your k o ledge…

Conflict over how work gets done

Conflicts over content and goals of the work

-Task Conflict

Conflict based on interpersonal relationships

-Relationship Conflict

-Process Conflict


Organization

Group

Individual

Within & between organization

Within & between individuals

Within & between group


Where is Conflict? E e y he e…

• Bollywood- Salman & SRK

• Family + Corporates- Mukesh & Anil Ambani

• Political Parties- BJP & Congress

• International Grounds- US & Russia


Bollywood Conflicts • How Salman and SRK rivalry

started?

• 2008

• Restaurant

• SRK’s o e t • Sal a ’s a ge


Bollywood Conflicts


Bollywood Conflict Handling

Mediator:

A neutral third party who facilitates a negotiated solution by using reasoning, persuasion, and suggestions for alternatives

– SRK & Salman: Entire Bollywood Industry

– Shatrughan Sinha & Amitabh Bachchan:

At A hishek’s wedding


Family + Corporate Conflicts

• Intra-firm conflict between the Ambani Brothers

• Conflict since 2002- afte fathe ’s death

• Split of Reliance Group- Demerger in 2005

• Inter-firm conflict: War of Apple and Google

• Apple- iPhone, iPhoto, Google- Nexus One, Picasa


Bollywood + Corporate


Corporate Conflict Handling

Arbitrator:

A third party to a negotiation who has the authority

to dictate an agreement.

– Court of law or the board of directors

– Kokilaben Ambani


Political Conflicts

• BJP- Congress – Direct Competitors

• Similarly Democrats and Republicans

• AAP VS AAP


Political Conflicts


Political Conflict Handling

Consultant:

An impartial third party, skilled in conflict

management, who attempts to facilitate creative

problem solving through communication and analysis

– Social Service Organizations

– NGOs or civil societies

– Public relations agencies


International Conflicts

• US and Russia

• Cold War- political and military tension after

WW2

• India and Pakistan

• Kashmir Conflict


International Conflicts


Arbitrator:

A third party to a negotiation who has the authority to

dictate an agreement.

International Court of law

• SAARC, BRICKS, UNO

• International peace agreement

• Peacekeepers

• IRAQ and IRAN= U.S.A.

International Conflict Handling


Conflict-Handling Intensions


What’s your approach style to handle conflict?????



When I have a conflict at work, I do the following: Not at all Very Much

1 I give in to the wishes of the other party 1 2 3 4 5

2 I try to realize a middle-of-the-road solution 1 2 3 4 5

3 I push my own point of view 1 2 3 4 5

4 I examine issues until I find a solution that really satisfies me and the other

party

1 2 3 4 5

5 I avoid confrontation about our differences 1 2 3 4 5

6 I concur with the other party 1 2 3 4 5

7 I emphasize that we have to find a compromise solution 1 2 3 4 5

8 I search for gains 1 2 3 4 5

9 I stand for my own and others’ goals and interests 1 2 3 4 5

10 I avoid differences of opinion as much as possible 1 2 3 4 5

11 I try to accommodate the other party 1 2 3 4 5

12 I insist we both give in a little 1 2 3 4 5

13 I fight for a good outcome for myself 1 2 3 4 5

14 I examine ideas from both sides to find a mutually optimal solution 1 2 3 4 5

15 I try to make differences less severe 1 2 3 4 5

16 I adapt to the other parties’ goals and interests 1 2 3 4 5

17 I strive whenever possible towards a fifty-fifty compromise 1 2 3 4 5

18 I do everything to win 1 2 3 4 5

19 I work out a solution that serves my own as well as others’ interests as good

as possible

1 2 3 4 5

20 I try to avoid a confrontation with the other 1 2 3 4 5

What’s You Style?

Different Styles have Different Goals

• Competing: the goal is to win.

• Accommodating: the goal is to yield.

• Avoiding: the goal is to delay.

• Collaborating: the goal is multiple participation.

• Compromising: the goal is to

find a middle ground.

SCORING TABLE


Dimension Calculation Your Score

Yielding _______ + _______ + _______ + _______ = Item 1 Item 6 Item 11 Item 16

Compromising _______ + _______ + _______ + _______ = Item 2 Item 7 Item 12 Item 17

Forcing _______ + _______ + _______ + _______ = Item 3 Item 8 Item 13 Item 18

Problem-Solving _______ + _______ + _______ + _______ = Item 4 Item 9 Item 14 Item 19

Avoiding _______ + _______ + _______ + _______ = Item 5 Item 10 Item 15 Item 20

QUESTION-1

The est o fli t a age e t style is…

• The avoiding style

• The problem-solving style

• The bargaining style

• The smoothing style


QUESTION-2

When you experience conflict with someone

else you should always remember to

compromise.

• True

• False


QUESTION-3

The first thing to do when resolving conflict with

so eo e else is to…

• Assertively but diplomatically state your

perspective

• Brainstorm possible solutions to the problem

• Slap some sense into them

• Listen to their perspective


QUESTION-4

The experience of conflict can sometimes clarify

communication.

• True

• False


QUESTION-5

When resolving conflict it is essential to make

the most eye contact in which of the following

circumstances:

• When you are brainstorming

• When you are problem-solving

• When you are listening

• When you are assertively stating your point


QUESTION-6

One of the most critical skills in conflict

resolution is problem-solving.

• True

• False


QUESTION-7

You should use the forcing conflict management style he …

• You need to arrive at a workable solution under time pressure

• A creative solution is critical

• Quick, decisive action is important

• People need to work through their emotions surrounding the conflict


QUESTION-8

The conflict management styles that can get you

i to the ost t ou le a e…

• The avoiding style

• The problem-solving style

• The forcing style

• The bargaining style


QUESTION-9

When experiencing conflict you can always

build better relationships by learning to

compromise on the issues.

• True

• False


QUESTION-10

To discover the interests of the other person,

the ost useful uestio is to ask…

• Why?

• When?

• What?

• Who?



https://www.youtube.com/watch

?v=KY5TWVz5ZDU

https://www.youtube.com/watch?v=KY5TWVz5ZDU



NOW, IT’“ YOU WHO HAVE TO DECIDE…??


Do’s& do ’ts of resol i g co flicts Do’s Do ’ts

CONFLICT MANAGEMENT

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