Conflict management


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what is conflict wothin industrial environemnt ?? how to remove conflict within the industrial environement ? what is negotiation etc ...

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Conflict management

  2. 3. <ul><li>Mohammad Younus 08IN70 </li></ul>Department of INDUSTRIAL ENGINEERING & MANAGEMENT MUET JAMSHORO , SINDH Presented by:
  3. 4. Conflict <ul><li>Conflict Defined </li></ul><ul><ul><li>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. </li></ul></ul><ul><ul><ul><li>Is that point in an ongoing activity when an interaction “crosses over” to become an interparty conflict. </li></ul></ul></ul>© 2007 Prentice Hall Inc. All rights reserved.
  4. 5. © 2007 Prentice Hall Inc. All rights reserved. Conflict Definition Positive Feelings Negative Emotions
  5. 6. Why Conflict Arises Type “A” Personality Vs. Type “B Personality
  6. 7. Type ”A” Personality <ul><li>Highly Competitive </li></ul><ul><li>Strong Personality </li></ul><ul><li>Restless when inactive </li></ul><ul><li>Seeks Promotion Punctual </li></ul><ul><li>Thrives on deadlines </li></ul><ul><li>Maybe jobs at once </li></ul>
  7. 8. Type “B” Personality <ul><li>Works methodically </li></ul><ul><li>Rarely competitive </li></ul><ul><li>Enjoys leisure time </li></ul><ul><li>Does not anger easily </li></ul><ul><li>Does job well but doesn’t need recognition </li></ul><ul><li>Easy-going </li></ul>
  8. 9. Aggressive People <ul><li>Body language </li></ul><ul><ul><li>Stiff and straight </li></ul></ul><ul><ul><li>Points, bangs tables to emphasize points </li></ul></ul><ul><ul><li>Folds arms across body </li></ul></ul><ul><li>Verbal language </li></ul><ul><ul><li>“ I want you to…” </li></ul></ul><ul><ul><li>“ You must…” </li></ul></ul><ul><ul><li>“ Do what I tell you!” </li></ul></ul><ul><ul><li>“ You’re stupid!” </li></ul></ul>Aggressive people are basically insecure….. Try to avoid them.
  9. 10. Submissive people <ul><li>Body Language </li></ul><ul><ul><li>Avoids eye contact </li></ul></ul><ul><ul><li>Stooped posture </li></ul></ul><ul><ul><li>Speaks quietly </li></ul></ul><ul><ul><li>Fidgets </li></ul></ul><ul><li>Verbal Language </li></ul><ul><ul><li>“ I’m sorry” </li></ul></ul><ul><ul><li>“ It’s all my fault” </li></ul></ul><ul><ul><li>“ Oh dear” </li></ul></ul>Submissive people have a great sense of inferiority
  10. 11. Assertive People <ul><li>Body language </li></ul><ul><ul><li>Stands straight </li></ul></ul><ul><ul><li>Appears composed </li></ul></ul><ul><ul><li>Smiles </li></ul></ul><ul><ul><li>Maintains eye contact </li></ul></ul><ul><li>Verbal language </li></ul><ul><ul><li>“ Let’s” </li></ul></ul><ul><ul><li>“ How shall we do this?” </li></ul></ul><ul><ul><li>“ I think… What do you think?” </li></ul></ul><ul><ul><li>“ I would like…” </li></ul></ul>
  11. 12. Types of Conflict © 2007 Prentice Hall Inc. All rights reserved. Task Conflict Conflicts over content and goals of the work. Relationship Conflict Conflict based on interpersonal relationships. Process Conflict Conflict over how work gets done.
  12. 13. Causes of conflict <ul><li>Causes: </li></ul><ul><li>Poor communication </li></ul><ul><li>Lack of openness </li></ul><ul><li>Failure to respond to employee needs </li></ul>
  13. 14. Preventing Conflict <ul><li>Assess positive and negative personality traits of people involved </li></ul><ul><li>Determine personality type </li></ul><ul><ul><li>Aggressive </li></ul></ul><ul><ul><li>Submissive </li></ul></ul><ul><ul><li>Assertive </li></ul></ul><ul><li>Assess if people are introvert or extroverts... </li></ul>
  14. 15. Preventing Conflict <ul><li>Review past conflicts </li></ul><ul><li>Assess communication skills of those involved </li></ul><ul><li>Read body language of participants </li></ul>
  15. 16. Preventing Conflict <ul><li>Try to reduce conflict </li></ul><ul><ul><li>Realize that communication is colored by personal experience, beliefs, fear, prejudices </li></ul></ul><ul><ul><li>Try to be neutral </li></ul></ul><ul><ul><li>Plan the timing and place of the conversation </li></ul></ul><ul><ul><li>Realize that outside stress may add to confrontation </li></ul></ul><ul><ul><li>Eliminate/reduce external interruptions </li></ul></ul>
  16. 17. Preventing Conflict <ul><li>Manage the language used </li></ul><ul><ul><li>Neutral vs. loaded words </li></ul></ul><ul><ul><li>Reduce technical language </li></ul></ul><ul><ul><li>Allow for cultural differences in language </li></ul></ul><ul><ul><li>Words may have different meanings for different people…ask them to elaborate </li></ul></ul>
  17. 18. Aids to Communication <ul><li>Listen Actively </li></ul><ul><li>Relax </li></ul><ul><li>Observe body language </li></ul><ul><li>Develop interest in others interests </li></ul><ul><li>Ask for clarification </li></ul><ul><li>Plan what you are going to say </li></ul><ul><li>Tailor words to person </li></ul><ul><li>Determine the best timing </li></ul><ul><li>Determine the best place </li></ul><ul><li>Why is the conversation necessary </li></ul>
  18. 19. Personalities who cause conflict <ul><li>Aggressor </li></ul><ul><li>Passive </li></ul><ul><li>Absentee </li></ul><ul><li>Error prone </li></ul><ul><li>Negative attitude </li></ul><ul><li>Chatterbox </li></ul><ul><li>Do nothing </li></ul>
  19. 20. Personalities who cause conflict <ul><li>Unreliable </li></ul><ul><li>Time waster </li></ul><ul><li>Resentful person </li></ul>
  21. 22. <ul><li>When we get into arguments with people, the problem won’t be sorted until both parties feel that they have been treated fairly. </li></ul>Grrrrr….. Grrrrr…..
  22. 23. <ul><li>In order to make things fair, all parties have to: </li></ul><ul><li>Understand </li></ul><ul><li>Avoid making things worse </li></ul><ul><li>Work together </li></ul><ul><li>Find a solution </li></ul>
  23. 24. <ul><li>First we have to try to understand – by putting ourselves in the other person’s shoes. </li></ul>
  24. 25. <ul><li>Each person must be allowed to say how </li></ul><ul><li>they feel – without being interrupted. </li></ul><ul><li>In order for it to work: </li></ul><ul><li>Each person must listen carefully to what </li></ul><ul><li>the other has to say. </li></ul>
  25. 26. <ul><li>Everyone must make sure they don’t make </li></ul><ul><li>the situation worse … so </li></ul><ul><li>NO: </li></ul><ul><li>put downs </li></ul><ul><li>revealing of secrets </li></ul><ul><li>screaming or shouting </li></ul><ul><li>fighting, kicking, pushing! </li></ul>
  26. 27. <ul><li>Each person must be determined to work </li></ul><ul><li>together with the others. </li></ul><ul><li>This means: </li></ul><ul><li>Taking turns </li></ul><ul><li>Speaking quietly, but firmly </li></ul><ul><li>Active listening </li></ul><ul><li>Talking about how you feel, without </li></ul><ul><li> blaming anyone. </li></ul>
  27. 28. <ul><li>Now find a solution by brainstorming together. </li></ul><ul><li>Think of as many ideas as possible! </li></ul>
  28. 29. <ul><li>All parties must take responsibility for their part of the agreement. </li></ul><ul><li>And stick to what has been decided. </li></ul>
  29. 30. … . And be prepared to talk again if things aren’t improving. How’s about another chat? O.K. That’s cool!
  30. 31. The short tale of a lemon
  31. 32. <ul><li>Once there were two women who both wanted a lemon. </li></ul><ul><li>However, as luck would have, it there was only one left in the shop. </li></ul>
  32. 33. <ul><li>Without discussion they both agreed to take half. </li></ul>
  33. 34. <ul><li>One woman took her half lemon home and squeezed it to make a drink. </li></ul><ul><li>The juice barely covered the bottom of the glass! </li></ul>
  34. 35. <ul><li>The other grated the rind to make an lemon flavoured cake (although it wasn’t as flavoursome as she had hoped). </li></ul><ul><li>The juice went </li></ul><ul><li>everywhere! </li></ul>
  35. 36. Think about it !
  36. 37. <ul><li>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! </li></ul>
  37. 38. Talking can often lead to solutions which benefit every one!
  38. 39. Glossary <ul><li>Negotiate - to discuss something </li></ul><ul><li>Mediate – to act as a go between </li></ul><ul><li>Resolve – to make your mind up </li></ul>
  39. 40. Prepared by, <ul><li>Name: Mohammad Younus </li></ul><ul><li>Nationality: Pakistani </li></ul><ul><li>Date of birth: 24th November 1988 </li></ul><ul><li>Degree: Graduation (B.E Industrial </li></ul><ul><li>Engineering & Management) </li></ul><ul><li>Year of Study: Final year. </li></ul><ul><li>Roll No. 08IN70 </li></ul><ul><li>University: Mehran University of Engineering and Technology (M.U.E.T) Jamshoro. </li></ul>