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Conflict mgmt workshop


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My preparation from some books with my added insights about conflict management , This presentation could be read or could be used as a material for an interactive workshop..please let me know what …

My preparation from some books with my added insights about conflict management , This presentation could be read or could be used as a material for an interactive workshop..please let me know what you think through emailing me on

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  • 1. Building Interpersonal Relationship &Conflict Managemnt How to have a healthy work enviroment through avoiding conflicts and building Interpersonal relationshipBy Ashraf M. DiaaMember of the australian Institute of Training & Development
  • 2. 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
  • 3. 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
  • 4. communication in theorganization• In Corporate dynamics , There is Cs carrying the performance of the organization Communication Co-ordination
  • 5. Factors Affecting Communication in the Organization 1. Organizational Structure 2. Organizational Culture 3. People’s Behavior  Structur+Culture+Behavior Corporate politics
  • 6. Tackling Miscommunication• Tackling miscommunication will not appear without understanding the people we deal with• Social Styles •Lead by Emotional Intelligence• Being able to overcome conflicts• Know how to negotiate
  • 7. How does the society see us
  • 8. What is your social style
  • 9. What is a ConflictEvery Team will come out with a definitionfor the word ”conflict------------------------------------------------------------------------------------------------------------------------------------
  • 10. Conflict can appear as a result of Ideas Openions Beliefs Values Goals Organizational structures Competition Culture , etc
  • 11. Sources of ConflictAmbiguous Authority”Who’s going to run for the next promotionExampleConflict of interestAsses your son and his competitor for a postExampleCommunication barriersLanguage , Education , Culture or Lack of communication skillsExample
  • 12. Sources of ConflictEconomic ConflictWars in times of Arabia for water sourcesExampleOver dependency of one partyAll activities are frozen until finance approves the budgetExample
  • 13. 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
  • 14. Conflict Manifestation Phase Three: Phase Four: Phase Two :Phase One : Behaviors Outcome as a Cause Frustration directed at result of Conceptualization cause behavior
  • 15. Activity1. Identify a conflict situation that you have faced recently2. Write down what frustrated you3. Make a note on what may have caused the conflict
  • 16. Strategies to manage conflict • Avoidance • Competition (A) • Accommodation (B) • Compromise (C) • Collaboration (D)20
  • 17. 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 D21
  • 18. Compromise  Accepting 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 in22 terms of self-benefit
  • 19. Competition  Aggressively 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 organization23
  • 20. 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 participants24
  • 21. Avoidance Denying 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
  • 22. Collaboration  Actively 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 want26
  • 23. Activity1. Look back in the same conflict situation2. Which way did you use3. What is your comment about your communication skills
  • 24. 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
  • 25. 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
  • 26. Going Beyond freezing Behaviors• Begin With CommunicationActive listeningAsk Open–ended questions• Separate the problem from the personRedefine the conflictFind a common ground
  • 27. 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
  • 28. Going Beyond freezing Behaviors• Partial Negotiation Negotiate positively (Integrational Negotiation Avoid Distributive Bargening • The ORANGE Challenge
  • 29. Activity1. Using the same conflict ,Was your behavior constructive or Destructive2. ROLEPLAYS : Which department will have the biggest share of the extra budget
  • 30. Destructive Vs Constructive Destructive ConstructiveoNegative results Progress occursoResolution diminish Problem solvedoGroups are divided Groups are unifiedoProductivity decreased Productivity enhancedoSatisfaction decreased Commitment appearsoUnhealthy ,depressive work Healthy and supportive workenviroment enviroment
  • 31. Conflict Outcomes
  • 32. Activity1. How did the conflict end Win/Win Win/Lose Lose/Win Lose/Lose2. What could be the other process
  • 33. Thank you for participation, w Ashraf Diaaaiting for your feedback