Conflict mgmt workshop


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My preparation from some books with my added insights about conflict management , This presentation could be read or could be used as a material for an interactive workshop..please let me know what you think through emailing me on

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Conflict mgmt workshop

  1. 1. Building Interpersonal Relationship &Conflict Managemnt How to have a healthy work enviroment through avoiding conflicts and building Interpersonal relationshipBy Ashraf M. DiaaMember of the australian Institute of Training & Development
  2. 2. Before we start• Empty your cup ...We will refill together• We will Work in Teams• Kindly have your Communicators on silent mode• Choose a name for your team
  3. 3. Corporate life• What is the price we pay from living in a corporate life• Are we living it , suffering in it , or enjoying it• Are we ready to apply what we will go through today
  4. 4. communication in theorganization• In Corporate dynamics , There is Cs carrying the performance of the organization Communication Co-ordination
  5. 5. Factors Affecting Communication in the Organization 1. Organizational Structure 2. Organizational Culture 3. People’s Behavior  Structur+Culture+Behavior Corporate politics
  6. 6. Tackling Miscommunication• Tackling miscommunication will not appear without understanding the people we deal with• Social Styles •Lead by Emotional Intelligence• Being able to overcome conflicts• Know how to negotiate
  7. 7. How does the society see us
  8. 8. What is your social style
  9. 9. What is a ConflictEvery Team will come out with a definitionfor the word ”conflict------------------------------------------------------------------------------------------------------------------------------------
  10. 10. Conflict can appear as a result of Ideas Openions Beliefs Values Goals Organizational structures Competition Culture , etc
  11. 11. Sources of ConflictAmbiguous Authority”Who’s going to run for the next promotionExampleConflict of interestAsses your son and his competitor for a postExampleCommunication barriersLanguage , Education , Culture or Lack of communication skillsExample
  12. 12. Sources of ConflictEconomic ConflictWars in times of Arabia for water sourcesExampleOver dependency of one partyAll activities are frozen until finance approves the budgetExample
  13. 13. Misconceptions about Conflict Harmony is normal and conflict is not Conflict and Disagreement are the same Conflict is a result of ”Personality Problem Conflict and anger are the same
  14. 14. Conflict Manifestation Phase Three: Phase Four: Phase Two :Phase One : Behaviors Outcome as a Cause Frustration directed at result of Conceptualization cause behavior
  15. 15. Activity1. Identify a conflict situation that you have faced recently2. Write down what frustrated you3. Make a note on what may have caused the conflict
  16. 16. Strategies to manage conflict • Avoidance • Competition (A) • Accommodation (B) • Compromise (C) • Collaboration (D)20
  17. 17. Conflict range • I win, you lose (competition—A • I lose or give in (accommodate—B) • We both get something (compromise—C) • We both “win”(collaborate—D) A B C D21
  18. 18. Compromise  Accepting the lose in order to cause your opponent’s lose • Advantages – Shows good will – Establishes friendship • But – You don’t get what you want – May feel like a dead end – Least effective in conflict management in22 terms of self-benefit
  19. 19. Competition  Aggressively trying all ways to win all • Advantages – The winner is clear – Winners usually experience gains • But – Establishes the battleground for the next conflict – May cause worthy competitors to withdraw or leave the organization23
  20. 20. Accommodation  Giving In , Letting the other party win • Advantages – shrink conflict situation – Enhances ego of the other • But – Sometimes establishes a superiority – Does not fully engage participants24
  21. 21. Avoidance Denying existence of conflict• Advantages- If it ‘s not broken...No need to fix it- Gives a space for more important issues & Priorities• But- Status quo does not stay for much time- When conflict is back,it is stronger and cumulative
  22. 22. Collaboration  Actively looking after your interest without loosing sight of opponent’s interest • Advantages – Everyone “wins” – Creates good feelings • But – Hard to achieve since no one knows how – Often confusing since players can “win” something they didn’t want26
  23. 23. Activity1. Look back in the same conflict situation2. Which way did you use3. What is your comment about your communication skills
  24. 24. Conflict communication FREEZERS• Tell ...”You MUST• Threatening... ”Or else• Throwing responsibility , ex: ”It is your responsibility• Making a suggestion without being asked• Attemping to educate ... ”Experience tells us that• Judging negatively ... ”You’re wrong
  25. 25. Conflict communication FREEZERS• Psychoanalysing people ... ”You have a problem with communication• Giving the third degree, ”Why a person like you would do that• Respond to the problem by kidding.. ”You think you’ve got a problem
  26. 26. Going Beyond freezing Behaviors• Begin With CommunicationActive listeningAsk Open–ended questions• Separate the problem from the personRedefine the conflictFind a common ground
  27. 27. Going Beyond freezing Behaviors• Use ”I” for example not ”youDont Say: A cardiologist is the doctor you visit when you get heart dieaseSay: A cardiologist is a doctor i may visit if I got heart diseaseBest: A cardiologist is a doctor people visit if someone got heart disease
  28. 28. Going Beyond freezing Behaviors• Partial Negotiation Negotiate positively (Integrational Negotiation Avoid Distributive Bargening • The ORANGE Challenge
  29. 29. Activity1. Using the same conflict ,Was your behavior constructive or Destructive2. ROLEPLAYS : Which department will have the biggest share of the extra budget
  30. 30. Destructive Vs Constructive Destructive ConstructiveoNegative results Progress occursoResolution diminish Problem solvedoGroups are divided Groups are unifiedoProductivity decreased Productivity enhancedoSatisfaction decreased Commitment appearsoUnhealthy ,depressive work Healthy and supportive workenviroment enviroment
  31. 31. Conflict Outcomes
  32. 32. Activity1. How did the conflict end Win/Win Win/Lose Lose/Win Lose/Lose2. What could be the other process
  33. 33. Thank you for participation, w Ashraf Diaaaiting for your feedback