This document discusses conflict management and resolution. It defines conflict as a disagreement, struggle, or fight between incompatible elements. Conflict can have both positive and negative consequences. Positively, it can increase creativity, clarify views, and create social change. Negatively, it can lead to violence, broken relationships, and communication breakdowns. The main sources of conflict include aggressive behavior, limited resources, frustration, clashing values and interests, cultural differences, misinformation, roles and status issues, and triggers. The document provides strategies for managing conflict successfully, including active listening, empathy, understanding other perspectives, compromise, and finding win-win solutions that satisfy all parties.

1. Conflict Management

2. Working together isn’t
always easy

3. What is conflict?
How would you
describe it?

4. What is conflict?
Dictionary definition:
–disagreement, struggle, fight,
incompatible

5. Consequences of conflict

6. Lack of conflict is a sign of over conformity.

7. It is unhealthy when there is no conflict

8. You need
diversity
of opinion

9. Components of conflict

10. Good
Consequences
of Conflict

11. increased
creativity

12. It forces people to clarify their
views

13. It can produce
constructive
social change

14. It gives people the opportunity to
test their capacities

15. •development of group and
organization cohesion

16. •Bad
Consequences
of Conflict

17. Violence

18. breakdown of relationships

19. polarization of views into static positions

20. A breakdown of
collaborative ventures

21. destruction of
communication

22. The cost of conflict
• Relationship costs

23. The cost of conflict
• Costs to the individual

24. The cost of conflict
• Costs to the company

25. Main
sources of
conflict
• The aggressive
or competitive
behaviour of
human beings

26. Main sources of conflict
• Competition for limited resources

27. Main sources of conflict
• Frustration

28. Main sources of conflict
• The Introduction of

29. Main sources of conflict
• Clashes between values and interest

30. Main sources of conflict
• Cultural influences

31. Main sources of conflict
• Misinformation, assumptions and
expectations

32. Main sources of conflict
• Role and status issues

33. Main sources of conflict
• Mind games

34. Main sources of conflict
• Triggers.

35. The Emotional v The
Rational Brain

36. Emotional brain

37. Emotional Vs Rational
• The 'Emotional' brain
• Quickly processes
incoming
information
• Filters for
potential threat

38. Fight or Flight?
• Body produces adrenaline
• Natural animal instinct
• Bodies response to perceived threat
• Blood redirected to major muscle groups
• Hearing level drops off
• Eyesight improves

39. Emotional Vs Rational
• The 'Rational' brain
• Allows objectivity
• Makes sense of any
risk

40. Red rag phrases - barriers
• “I think the best way would be to….”
• “Yes, but…”
• “Yes, but I still think…”
• “What you don’t seem to realise is…”
• “Whatever you say, but what I am going
to do is.”

41. Inhibitors
• Social or legal consequences
• Self control
• Personal values
• Fear that the other person will fight
back

42. How communication
works
Sender
Receiver
Encodes
Decodes
Message

43. Attitude & Behaviour
Cycle
Your Attitude
Your Attitude
affects
affects
Your
Your
Behaviour
Behaviour
affects
affects My Attitude
My Attitude affects
affects
My
My
Behaviour
Behaviour
affects
affects

44. How can conflict be
managed successfully?

45. Strategies to Resolve
Conflicts
• Assume you do not have all the
answers.
• Ask questions to understand
the other person(s).
• Be prepared to compromise or
make a deal.

46. Active listening
• Really listen to what they are saying
• Focus your attention on them
• Use non-verbal cues (e.g. nodding
the head)
• Paraphrase what they have said, to
show that you have understood.

47. These are all the same -

48. A piece of cheese!
A
B

49. Empathy
• It works because it acknowledges
people’s feelings
– Try to put yourself in their shoes
– Acknowledge their feelings
– Step alongside them, try to see things from
their point of view

50. Outcomes of conflict
Lose – lose
Win – lose
Win - win

51. Resolving the Conflict
Looking for a win-win

52. How can conflict be
managed successfully?
Win-win conflict.
Both parties achieve their
desires.
Collaboration or problem solving
are forms of win-win conflict.

53. Reaching win-win

57. To Achieve Win/Win
Results
Gain participation from
everyone involved in the
conflict.
State the reason to work on a
solution.

58. Components of
Conflict
When you have to deal with conflict
tackle the emotional issues first
then address values and interests