Conflict management neha

Date : 5th
January 2013 Copyright © 2013 Tempest Advertising. All rights
reserved.

Date : 5th
reserved.
Introduction
“Whenever you're in conflict with someone, there
is one factor that can make the difference
between damaging your relationship and
deepening it. That factor is attitude.”
–William James

Date : 5th January 2013 Copyright © 2013 Tempest Advertising. All rights
reserved.
Objective
 To Cite the causes of workplace conflict.
 The importance of resolving conflict at workplace.
 The methods of resolving conflict.
 Do’s and Don'ts of workplace conflict..

Date : 3rd
reserved.
Conflict Arises Because Employee
 Have different points of view.
 Communicate to one another
differently.
 Spend large amounts of time
together.
 Depend on one another to “get the
job done”.
 Established expectations of one
another are not communicated and
then not met.

Date : 5th
reserved.
Conflict?
 Conflict does not always have to be negative. When
employees are able to challenge one another’s ideas in a
supportive environment, new ideas are generated and
fostered.
 It is important to remember that conflict will always
exist between employees. Effective supervisors have the
skills to manage the conflict process and turn
disagreements into ideas.

Date : 5th
reserved.
Types of Conflict
Healthy Conflict
 Disagreement that are
communicated in a
supportive environment
that foster the generation
of new ideas or ways to
problem solve.
 Tension that increases
awareness or sheds light
on a growing workplace
problem.
Damaging Conflict
 Name Calling
 Personal attacks
 Silent and withdrawn,
afraid to speak up.
 Cliques, gossip and rumors.
 Lack of Mutual respect.

Date : 5th
reserved.
Importance of Resolving Conflict
Consequences of Letting Conflict Fester
Employees not involved in the conflict either “pile on” or withdraw
from the conflict.
This requires employees to take sides
or “check out” from work entirely.
Morale & productivity are lowered
because employees are focused on the
conflict.
Employees who work in teams are now divided because of the
conflict.

Date : 5th
reserved.
Importance of Resolving Conflict
In extreme instances, unresolved conflict can lead to violent
or aggressive situations.
Potential for employees to become
injured.
The company may have legal risks
associated with violent situations in
the workplace.
Work will slow dramatically or can halt altogether.

Date : 5th
reserved.
How to Handle Conflicts?
There are 5 different strategies of handling conflict in
the workplace:
1.Competing
2.Collaborating
3.Compromising
4.Avoiding
5.Accommodating

Date : 5th
reserved.
Competing
The Competing Method involves handling the conflict through
unilateral decision making. This is most appropriately used by
managers and leaders in the workplace.
The Competing Method is used primarily
for:
Situations that involve quick action.
Instances where there is no compromise or debate.
Making hard or unpopular decisions.

Date : 5th
reserved.
Collaborating
The Collaborating Method involves handling the conflict
through team input.
This Method is primarily used for:
Gaining support from the team.
Using the different perspectives as
an opportunity to learn.
Improving relationships through collaboration.

Date : 5th
reserved.
Compromise
The Compromising Method involves handling the conflict by
reaching a resolution that involves a “win” on both sides of
the table.
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.

Date : 5th
reserved.
Avoiding
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.
The Avoiding Method is used primarily for:
Unimportant or non-work related issues.
Buying time until a resolution can be reached.
Recognizing issues as symptoms.

Date : 5th
reserved.
Accommodating
The Accommodating Method is a way of handling conflict by
allowing the other side to “win.”
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.

Basic Methods for
Resolving Conflict
Methods
What Happens When
Used:
Appropriate to Use
When:
Inappropriate to Use
When:
Power or Compete
(FIGHT)
One’s power, position or
strength settles the
conflict.
I’m OK, you’re not OK
When power comes with
position of authority and
this method has been
agreed upon
Losers are powerless to
express themselves; their
concerns
Collaboration
(FACE)
Mutual respect and
agreement to work
together to resolve results
in I’m OK, You’re OK
Time is available; parties
committed to working
together as we versus the
problem, not we-they
Time, commitment and
ability are not present
Compromise or
Negotiation
Each party gives up
something in order to
meet midway, often
leaving both parties
dissatisfied
we’re both sort of OK
Both parties are better off
with a compromise than
attempting a win-lose
stance
Solution becomes so
watered down that
commitment by both
parties is doubtful
Denial, Avoidance
(FLIGHT)
People just avoid a conflict
by denying its existence
I’m not OK; you’re not OK
Conflict is relatively
unimportant, timing is
wrong, a cooling off
period is needed
Conflict is important and
will not disappear, but will
continue to build
Accommodating,
Smoothing Over
(FREEZE)
Differences are played
down and surface
harmony is maintained.
you’re OK, I’m not OK
When preservation of the
relationship is more
important at the moment
If smoothing over leads to
evading the issue when
others are ready to deal
with it

Date : 5th
reserved.
Resolving Conflict
Do’s
 Understand that conflicts
are inevitable.
 Resolve to address
conflict quickly.
 Focus on the problem.
 Be open to solutions.
 Acknowledge how
employees are feeling.
 Listen actively.
Don’ts
 Focus on personality traits
that cannot be changed.
 Interrupt
 Attack
 Disregard the feelings of the
employees.
 Avoid the conflict.
 Allow emotions to take over
the conversation.
 Impose personal values or
beliefs.

Conflict management neha

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