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Session 11 conflict management ( SMS )


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Session 11 conflict management ( SMS )

  1. 2. Learning Objectives of this topic <ul><li>Learn the nature of conflict </li></ul><ul><li>know intraindividual and interactive conflict. </li></ul><ul><li>Learn strategies for negotiation skills for conflict resolution. </li></ul>
  2. 3. Clarifying Confusion About Conflict <ul><li>Conflict is when two or more values, perspectives and opinions are contradictory in nature and haven't been aligned or agreed about yet, including: 1. Within yourself when you're not living according to your values; 2. When your values and perspectives are threatened; or 3. Discomfort from fear of the unknown or from lack of fulfillment. </li></ul>
  3. 4. <ul><li>Conflict is often needed. It: 1. Helps to raise and address problems. 2. Energizes work to be on the most appropriate issues. 3. Helps people &quot;be real“. </li></ul><ul><li>4. Helps people learn how to recognize and benefit from their differences. </li></ul>
  4. 5. <ul><li>Conflict is a problem when it: 1. Hampers productivity. 2. Lowers morale. 3. Causes more and continued conflicts. 4. Causes inappropriate behaviors. </li></ul>
  5. 6. <ul><li>Conflict is the result of a situation wherein the needs or ideas of one person are at odds or in opposition to the needs or ideas of another. </li></ul><ul><li>Conflict is an expressed struggle between at least two interdependent parties who perceives incompatible goals, scarce rewards and interference </li></ul>
  6. 7. Styles of managing conflict <ul><li>Withdrawing: a form of conflict management in which people physically or psychologically remove themselves from the conflict. </li></ul><ul><li>Accommodating is giving in to the others needs while ignoring your own. </li></ul><ul><li>Forcing is demanding through physical threats, verbal attacks, coercion or manipulation that your needs be satisfied or your ideas be accepted. </li></ul>
  7. 8. <ul><li>Compromising occurs when both people make sacrifices to find some common ground. </li></ul><ul><li>Collaborating is problem solving by addressing the needs and issues of each party to arrive at a solution that is mutually satisfying. </li></ul>
  8. 9. Communication Skills for Resolving Conflicts through Collaboration <ul><li>Initiating conflict Appropriately </li></ul><ul><li>State ownership of the apparent problem. </li></ul><ul><li>Describe the potential conflict in terms of the behavior you observe, the consequences, and your feelings about it. </li></ul><ul><li>Avoid letting other person change the subject. </li></ul><ul><li>Phrase your solution in a way that focuses on common ground. </li></ul><ul><li>Think through what you will say before you confront the other person, so that your request will be brief and precise. </li></ul>
  9. 10. Responding to Conflict Effectively <ul><li>Disengage </li></ul><ul><li>Listen to non verbal cues as well as to the verbal message. </li></ul><ul><li>Respond Empathically with genuine interest and concern. </li></ul>
  10. 11. <ul><li>Paraphrase your understanding of the problem and ask questions to clarify issues. </li></ul><ul><li>Seek common ground by finding some aspect of the complaint to agree with. </li></ul><ul><li>Ask the person to suggest alternatives. </li></ul>
  11. 12. Conflict in Groups <ul><li>The first step in managing conflict in groups is to identify the conflict. </li></ul><ul><li>Do the group members know that a conflict exists? </li></ul><ul><li>Are the group members arguing over competing goals? </li></ul><ul><li>Are scarce resources at stake? </li></ul><ul><li>Are the group members dependent on each other to solve the conflict? </li></ul>
  12. 13. Defensive climate <ul><li>The climate in which conflict is managed is important. </li></ul><ul><li>Groups should avoid a defensive climate, which is characterized by these qualities: </li></ul><ul><li>Evaluation: judging and criticizing other group members. </li></ul><ul><li>Control: imposing the will of one group member on the others. </li></ul><ul><li>Strategy: using hidden agendas. </li></ul>
  13. 14. <ul><li>Neutrality: demonstrating indifference and lack of commitment. </li></ul><ul><li>Superiority: expressing dominance. </li></ul><ul><li>Certainty: being rigid in one's willingness to listen to others. </li></ul>
  14. 15. Supportive Climate <ul><li>Instead, groups should foster a supportive climate, marked by these traits: </li></ul><ul><li>Description: presenting ideas or opinions. </li></ul><ul><li>Problem orientation: focusing attention on the task </li></ul><ul><li>Spontaneity: communicating openly and honestly </li></ul>
  15. 16. <ul><li>Empathy: understanding another person's thoughts </li></ul><ul><li>Equality: asking for opinions. </li></ul><ul><li>Provisionalism: expressing a willingness to listen other the ideas of others. </li></ul>
  16. 17. Manage a Conflict Within Yourself - &quot;Core Process&quot; <ul><li>It's often in the trying that we find solace, not in getting the best solution. The following steps will help you in this regard. 1. Name the conflict, or identify the issue, including what you want that you aren't getting. Consider: a. Writing your thoughts down to come to a conclusion. b. Talk to someone, including asking them to help you summarize the conflict in 5 sentences or less. </li></ul>
  17. 18. <ul><li>2. Get perspective by discussing the issue with your friend or by putting it down in writing. Consider: a. How important is this issue? b. Does the issue seem worse because you're tired, angry at something else, etc.? c. What's your role in this issue? </li></ul>
  18. 19. <ul><li>3. Pick at least one thing you can do about the conflict. a. Identify at least three courses of action. b. For each course, write at least three pros and cons. c. Select an action - if there is no clear course of action, pick the alternative that will not hurt, or be least hurtful, to yourself and others. d. Briefly discuss that course of action with a friend. </li></ul>
  19. 20. <ul><li>4. Then do something. a. Wait at least a day before you do anything about the conflict. This gives you a cooling off period. b. Then take an action. c. Have in your own mind, a date when you will act again if you see no clear improvement. </li></ul>