Conflict Management
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Conflict Management Conflict Management Presentation Transcript

  • CONFLICT & CONFLICT MANAGEMENT PRESENTED BY: MS. GLACIE A. BELTRAN January 2014
  • Learning Objectives 2 • To define conflict and conflict management. To learn better ways of handling conflicts.
  • CONFLICT DEFINITIONS 3 •A state of incompatibility of ideas between two or more parties or individuals •Conflict is any situation in which your concerns or desires differ from those of another person. View slide
  • TYPES OF CONFLICT 4 • Inter-personal and intrapersonal • Inter-group and intra-group • Constructive and Destructive The paradox of conflict is that it is both the force that can tear relationships apart and the force that binds them together, meaning that they can be either healthy (constructive) or unhealthy (destructive). View slide
  • EFFECTS OF CONFLICT 5 On the positive side, conflict serves many functions in organization: •Conflict establishes identity. •Conflict increases group cohesion. •Conflict tests the strength of individuals and group. •Conflict spurs needed change. •Conflict mobilizes energy. •Conflict causes competition to improve performance. •Conflict enhances communication.
  • EFFECTS OF CONFLICT 6 However, conflict can also cause some negative effects like: •Stress •Absenteeism •Staff turnover •De-motivation •Non-productivity
  • CONFLICT MANAGEMENT 7 Conflict management is the practice of identifying and handling conflict in a sensible, fair and efficient manner
  • CONFLICT MANAGEMENT 8 There are 5 basic ways of handling conflict:
  • 5 Ways of Handling Conflict 9 COMPETING The Competing Method involves handling the conflict through unilateral decision making. This is most appropriately used by managers and leaders in the workplace. Theme: “Might Makes Right”
  • 5 Ways of Handling Conflict 10 The Competing Method is used primarily for: Situations that involve quick action. Instances where there is no compromise or debate.  PLUS: The winner is clear and usually experience gains  MINUS: Establishes a battleground for new conflict.
  • 5 Ways of Handling Conflict 11 COMPROMISE The Compromising Method involves handling the conflict by reaching a resolution that involves a “win” on both sides of the table. Theme: “Split the difference”
  • 5 Ways of Handling Conflict 12 The Compromising Method is used primarily for: Resolving issues of moderate to high importance. Finding a solution that involves equal power and strong commitment on both sides. Situations where a temporary fix may be needed. Backing up a decision that’s been made using the competing or collaboration methods.  PLUS: Shows goodwill & establishes friendship  MINUS: No one gets what they want & may feel like a dead end.
  • 5 Ways of Handling Conflict 13 COLLABORATING/COOPERATION The Collaborating Method involves handling the conflict through team input. This means of handling conflict is particularly useful if all parties in the conflict want to find a resolution, but are unable to agree on what the resolution should be. Theme: “Two Heads Are Better Than One””
  • 5 Ways of Handling Conflict 14 The Collaborating Method is used primarily for: Gaining support from the team. Using the different perspectives as an opportunity to learn. Improving relationships through collaboration.  PLUS: Everyone wins and it creates good feelings.  MINUS: It is hard to achieve because it requires great deal of cooperation between and among the members of the group.
  • 5 Ways of Handling Conflict 15 ACCOMODATING The Accommodating Method is a way of handling conflict by allowing the other side to “win.” Theme: “Kill Your Enemies With Kindness”
  • 5 Ways of Handling Conflict 16 The Accommodating Method is used primarily for: Maintaining perspective in a conflict situation.  Making active decisions on what can be “let go” vs. what needs another method. Keeping the peace and creating goodwill.  PLUS: Curtails conflict situation Enhance the ego of the other  MINUS: Sometimes it establishes precedence Does not fully engage participants
  • 5 Ways of Handling Conflict 17 AVOIDANCE The Avoiding Method is a way of handling conflict by making an active decision to not handle the conflict. This is best used for situations that are not work related and should be solved through another means. Theme: “Leave Well Enough Alone”
  • 5 Ways of Handling Conflict 18 The Avoiding Method is used primarily for: Unimportant or unrelated issues. Buying time until a resolution can be reached. Recognizing issues as symptoms.  PLUS: Does not create heated arguments.  MINUS: No gains on both parties.
  • CONFLICT MANAGEMENT 19 It is important to note that there is no one best way to resolve a conflict and often we need to utilize multiple methods in order to reach a resolution.
  • CONFLICT MANAGEMENT 20 Steps In The Conflict Resolution Process There are six steps to the Conflict Resolution Process: 1. Clarify what the disagreement is. 2. Establish a common goal for both parties. 3. Discuss ways to meet the common goal. 4. Determine the barriers to the common goal. 5. Agree on the best way to resolve the conflict. 6. Acknowledge the agreed solution and determine the responsibilities each party has in the resolution. This process should be completed by all parties in the conflict together. (“Conflict Resolution Skills for HR Professionals” by Marla Bradley)
  • 6 Steps In The Conflict Resolution Process (cont’d) 21 1. Clarify what the disagreement is Clarifying involves getting to the heart of the conflict. The goal of this step is to get both sides to agree on what the disagreement is. Tips: • Discuss what needs are not being met on both sides of the conflict. Ensure mutual understanding. • Obtain as much information as possible on each side’s point of view. • Continue to ask questions until you are certain that you, and each side of the conflict understand the issue.
  • 6 Steps In The Conflict Resolution Process (cont’d) 22 2.Establish a common goal for both parties In this step of the process, both sides agree on the desired outcome of the conflict. Tips: • Discuss what each party would like to see happen. • Find a commonality in both sides as a starting point for a shared outcome. That commonality can be as simple as “both sides want to end the conflict.”
  • 6 Steps In The Conflict Resolution Process (cont’d) 23 3. Discuss ways to meet the common goal Both sides work together to discuss ways that they can meet the goal they agreed upon in step 2. Tips: • Brainstorm different approaches to meet the goal. • Discuss until all the options are exhausted.
  • 6 Steps In The Conflict Resolution Process (cont’d) 24 4.Determine the barriers to the common goal In this step of the process, the two parties acknowledge what has brought them into the conflict. Tips: • Ask: “If we could have the outcome that we both wanted, how would that look?” • Define what can and cannot be changed about the situation. • For the items that cannot be changed, discuss ways of getting around those road blocks.
  • 6 Steps In The Conflict Resolution Process (cont’d) 25 5. Agree on the best way to resolve the conflict Both parties come to a conclusion on the best resolution. Tips: • Determine a solution that both sides can live with. • Discuss the responsibility each party has in maintaining the solution. • Settle on a means of ensuring that this conflict does not arise again.
  • 6 Steps In The Conflict Resolution Process (cont’d) 26 6. Acknowledge the agreed solution and determine the responsibilities each party has in the resolution Both sides own their responsibility in the resolution of the conflict and express aloud what they have agreed to. Tips: • Get both parties to acknowledge a win-win situation. • Ask both parties to use phrases such as “I agree to…” and “I acknowledge that I have responsibility for…”
  • RESOLVING CONFLICT 27 COMMUNICATE to share perspective, build understanding and agree on solutions.
  • TIPS FOR Conflict Management 28 WHAT DOES AND DOESN’T WORK?
  • 29 What doesn’t work That’s true but…
  • 30 What does work That’s true and…
  • 31 What doesn’t work BLAME
  • 32 What does work The “third story”
  • 33 What doesn’t work You get the picture…
  • 34 What does work Match and lower, match and raise
  • ACTIVITY:THE CONFLICT TABLE I win You win You lose 35 I lose 1. Win-Win 2. Lose-Win 3.Win-Lose 4.Lose-Lose
  • ANSWER 36 COMPETITION (WIN-LOSE SITUATION) ACCOMMODATION (LOSE-WIN SITUATION) AVOIDANCE (LOSE-LOSE SITUATION) COMPROMISE (LOSE-LOSE SITUATION) COLLABORATION (WIN-WIN SITUATION)
  • The End… 37 Thank you!!