Conflict Management
<ul><li>Working together isn’t always easy </li></ul>
What is conflict? How would you describe it?
What is conflict? <ul><li>Dictionary definition: </li></ul><ul><ul><li>disagreement, struggle, fight, incompatible </li></...
Consequences of conflict
<ul><li>Lack of conflict is a sign of over conformity. </li></ul>
<ul><li>It is unhealthy when there is no conflict </li></ul>
<ul><li>You need diversity of opinion </li></ul>
Components of conflict
<ul><li>Good Consequences of Conflict </li></ul>
<ul><li>increased creativity </li></ul>
<ul><li>It forces people to clarify their views </li></ul>
<ul><li>It can produce constructive social change </li></ul>
<ul><li>It gives people the opportunity to test their capacities </li></ul>
<ul><li>development of group and organization cohesion </li></ul>
<ul><li>Bad Consequences of Conflict </li></ul>
Violence
breakdown of relationships
polarization of views into static positions
A breakdown of collaborative ventures
destruction of communication
The cost of conflict <ul><ul><ul><li>Relationship costs </li></ul></ul></ul>
The cost of conflict <ul><ul><ul><li>Costs to the individual </li></ul></ul></ul>
The cost of conflict <ul><ul><ul><li>Costs to the company </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>The aggressive or competitive behaviour of human beings </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>Competition for limited resources </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>Frustration </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>The Introduction of </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>Clashes between values and interest </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>Cultural influences </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>Misinformation, assumptions and expectations </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>Role and status issues </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>Mind games </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>Triggers. </li></ul></ul></ul>
The Emotional v The Rational Brain
Emotional brain
Emotional Vs Rational <ul><li>The 'Emotional' brain </li></ul><ul><li>Quickly processes incoming information  </li></ul><u...
Fight or Flight? <ul><li>Body produces adrenaline </li></ul><ul><li>Natural animal instinct </li></ul><ul><li>Bodies respo...
Emotional Vs Rational <ul><li>The 'Rational' brain  </li></ul><ul><li>Allows objectivity </li></ul><ul><li>Makes sense of ...
Red rag phrases - barriers <ul><ul><ul><li>“ I think the best way would be to….” </li></ul></ul></ul><ul><ul><ul><li>“ Yes...
Inhibitors <ul><li>Social or legal consequences   </li></ul><ul><li>Self control </li></ul><ul><li>Personal values </li></...
How communication works Sender Receiver Encodes Decodes Message
Attitude & Behaviour Cycle Your Attitude affects Your  Behaviour affects My Attitude affects My  Behaviour affects
How can conflict be managed successfully?
Strategies to Resolve Conflicts <ul><li>Assume you do not have all the answers.   </li></ul><ul><li>Ask questions to under...
Active listening <ul><li>Really listen to what they are saying </li></ul><ul><li>Focus your attention on them </li></ul><u...
These are all the same -
A piece of cheese! A B
Empathy <ul><li>It works because it acknowledges people’s feelings  </li></ul><ul><ul><li>Try to put yourself in their sho...
Outcomes of conflict Lose – lose Win – lose Win - win
Resolving the Conflict <ul><li>L ooking for a win-win </li></ul>
How can conflict be managed successfully? <ul><ul><li>Win-win conflict. </li></ul></ul><ul><ul><ul><li>Both parties achiev...
Reaching win-win
 
 
 
<ul><li>To Achieve Win/Win Results </li></ul><ul><li>Gain participation from everyone involved in the conflict. </li></ul>...
Components of Conflict When you have to deal with conflict  tackle the emotional issues first   then address values and in...
 
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Conflict management presentation

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Managing conflict in todays workplace is no bed of roses.

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  • Conflict does not have to be negative. Properly managed, it can be positive.
  • Everyday on TV in the papers we see war, violence crime, social unrest, divorce etc. If you speak to other people they will tell you about the rows and arguments they have had. People even argue about what to watch on TV. Some people see conflict as a game, a combat sport and they look for sparring partners to have conflict with others get upset by the smallest word or action. Is conflict inevitable, is a relationship without conflict healthy, should conflict always be avoided
  • Photo by Magalie L&apos;Abbé
  • Picture by kodama
  • Photo by MarkHaertl
  • Picture by Olivander
  • Photo by nouQraz
  • Photo by teaeff
  • Photo by mudkat
  • Conflict management presentation

    1. 1. Conflict Management
    2. 2. <ul><li>Working together isn’t always easy </li></ul>
    3. 3. What is conflict? How would you describe it?
    4. 4. What is conflict? <ul><li>Dictionary definition: </li></ul><ul><ul><li>disagreement, struggle, fight, incompatible </li></ul></ul>
    5. 5. Consequences of conflict
    6. 6. <ul><li>Lack of conflict is a sign of over conformity. </li></ul>
    7. 7. <ul><li>It is unhealthy when there is no conflict </li></ul>
    8. 8. <ul><li>You need diversity of opinion </li></ul>
    9. 9. Components of conflict
    10. 10. <ul><li>Good Consequences of Conflict </li></ul>
    11. 11. <ul><li>increased creativity </li></ul>
    12. 12. <ul><li>It forces people to clarify their views </li></ul>
    13. 13. <ul><li>It can produce constructive social change </li></ul>
    14. 14. <ul><li>It gives people the opportunity to test their capacities </li></ul>
    15. 15. <ul><li>development of group and organization cohesion </li></ul>
    16. 16. <ul><li>Bad Consequences of Conflict </li></ul>
    17. 17. Violence
    18. 18. breakdown of relationships
    19. 19. polarization of views into static positions
    20. 20. A breakdown of collaborative ventures
    21. 21. destruction of communication
    22. 22. The cost of conflict <ul><ul><ul><li>Relationship costs </li></ul></ul></ul>
    23. 23. The cost of conflict <ul><ul><ul><li>Costs to the individual </li></ul></ul></ul>
    24. 24. The cost of conflict <ul><ul><ul><li>Costs to the company </li></ul></ul></ul>
    25. 25. Main sources of conflict <ul><ul><ul><li>The aggressive or competitive behaviour of human beings </li></ul></ul></ul>
    26. 26. Main sources of conflict <ul><ul><ul><li>Competition for limited resources </li></ul></ul></ul>
    27. 27. Main sources of conflict <ul><ul><ul><li>Frustration </li></ul></ul></ul>
    28. 28. Main sources of conflict <ul><ul><ul><li>The Introduction of </li></ul></ul></ul>
    29. 29. Main sources of conflict <ul><ul><ul><li>Clashes between values and interest </li></ul></ul></ul>
    30. 30. Main sources of conflict <ul><ul><ul><li>Cultural influences </li></ul></ul></ul>
    31. 31. Main sources of conflict <ul><ul><ul><li>Misinformation, assumptions and expectations </li></ul></ul></ul>
    32. 32. Main sources of conflict <ul><ul><ul><li>Role and status issues </li></ul></ul></ul>
    33. 33. Main sources of conflict <ul><ul><ul><li>Mind games </li></ul></ul></ul>
    34. 34. Main sources of conflict <ul><ul><ul><li>Triggers. </li></ul></ul></ul>
    35. 35. The Emotional v The Rational Brain
    36. 36. Emotional brain
    37. 37. Emotional Vs Rational <ul><li>The 'Emotional' brain </li></ul><ul><li>Quickly processes incoming information </li></ul><ul><li>Filters for potential threat </li></ul><ul><li>Triggers fight or flight </li></ul>
    38. 38. Fight or Flight? <ul><li>Body produces adrenaline </li></ul><ul><li>Natural animal instinct </li></ul><ul><li>Bodies response to perceived threat </li></ul><ul><li>Blood redirected to major muscle groups </li></ul><ul><li>Hearing level drops off </li></ul><ul><li>Eyesight improves </li></ul>
    39. 39. Emotional Vs Rational <ul><li>The 'Rational' brain </li></ul><ul><li>Allows objectivity </li></ul><ul><li>Makes sense of any risk </li></ul>
    40. 40. Red rag phrases - barriers <ul><ul><ul><li>“ I think the best way would be to….” </li></ul></ul></ul><ul><ul><ul><li>“ Yes, but…” </li></ul></ul></ul><ul><ul><ul><li>“ Yes, but I still think…” </li></ul></ul></ul><ul><ul><ul><li>“ What you don’t seem to realise is…” </li></ul></ul></ul><ul><ul><ul><li>“ Whatever you say, but what I am going to do is.” </li></ul></ul></ul><ul><ul><ul><li>“ Why don’t you listen to sense” </li></ul></ul></ul><ul><ul><ul><li>“ You are the one being difficult”. </li></ul></ul></ul>
    41. 41. Inhibitors <ul><li>Social or legal consequences </li></ul><ul><li>Self control </li></ul><ul><li>Personal values </li></ul><ul><li>Fear that the other person will fight back </li></ul>
    42. 42. How communication works Sender Receiver Encodes Decodes Message
    43. 43. Attitude & Behaviour Cycle Your Attitude affects Your Behaviour affects My Attitude affects My Behaviour affects
    44. 44. How can conflict be managed successfully?
    45. 45. Strategies to Resolve Conflicts <ul><li>Assume you do not have all the answers. </li></ul><ul><li>Ask questions to understand the other person(s). </li></ul><ul><li>Be prepared to compromise or make a deal. </li></ul>
    46. 46. Active listening <ul><li>Really listen to what they are saying </li></ul><ul><li>Focus your attention on them </li></ul><ul><li>Use non-verbal cues (e.g. nodding the head) </li></ul><ul><li>Paraphrase what they have said, to show that you have understood. </li></ul>
    47. 47. These are all the same -
    48. 48. A piece of cheese! A B
    49. 49. Empathy <ul><li>It works because it acknowledges people’s feelings </li></ul><ul><ul><li>Try to put yourself in their shoes </li></ul></ul><ul><ul><li>Acknowledge their feelings </li></ul></ul><ul><ul><li>Step alongside them, try to see things from their point of view </li></ul></ul>
    50. 50. Outcomes of conflict Lose – lose Win – lose Win - win
    51. 51. Resolving the Conflict <ul><li>L ooking for a win-win </li></ul>
    52. 52. How can conflict be managed successfully? <ul><ul><li>Win-win conflict. </li></ul></ul><ul><ul><ul><li>Both parties achieve their desires. </li></ul></ul></ul><ul><ul><ul><li>Collaboration or problem solving are forms of win-win conflict. </li></ul></ul></ul>
    53. 53. Reaching win-win
    54. 57. <ul><li>To Achieve Win/Win Results </li></ul><ul><li>Gain participation from everyone involved in the conflict. </li></ul><ul><li>State the reason to work on a solution. </li></ul><ul><li>Use empathy. Have each party see the problem/situation from the other point of view. State what you want. </li></ul><ul><li>Repeat what you hear. </li></ul>
    55. 58. Components of Conflict When you have to deal with conflict tackle the emotional issues first then address values and interests
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