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Conflict Management
<ul><li>Working together isn’t always easy </li></ul>
What is conflict? How would you describe it?
What is conflict? <ul><li>Dictionary definition: </li></ul><ul><ul><li>disagreement, struggle, fight, incompatible </li></...
Consequences of conflict
<ul><li>Lack of conflict is a sign of over conformity. </li></ul>
<ul><li>It is unhealthy when there is no conflict </li></ul>
<ul><li>You need diversity of opinion </li></ul>
Components of conflict
<ul><li>Good Consequences of Conflict </li></ul>
<ul><li>increased creativity </li></ul>
<ul><li>It forces people to clarify their views </li></ul>
<ul><li>It can produce constructive social change </li></ul>
<ul><li>It gives people the opportunity to test their capacities </li></ul>
<ul><li>development of group and organization cohesion </li></ul>
<ul><li>Bad Consequences of Conflict </li></ul>
Violence
breakdown of relationships
polarization of views into static positions
A breakdown of collaborative ventures
destruction of communication
The cost of conflict <ul><ul><ul><li>Relationship costs </li></ul></ul></ul>
The cost of conflict <ul><ul><ul><li>Costs to the individual </li></ul></ul></ul>
The cost of conflict <ul><ul><ul><li>Costs to the company </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>The aggressive or competitive behaviour of human beings </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>Competition for limited resources </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>Frustration </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>The Introduction of </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>Clashes between values and interest </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>Cultural influences </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>Misinformation, assumptions and expectations </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>Role and status issues </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>Mind games </li></ul></ul></ul>
Main sources of conflict <ul><ul><ul><li>Triggers. </li></ul></ul></ul>
The Emotional v The Rational Brain
Emotional brain
Emotional Vs Rational <ul><li>The 'Emotional' brain </li></ul><ul><li>Quickly processes incoming information  </li></ul><u...
Fight or Flight? <ul><li>Body produces adrenaline </li></ul><ul><li>Natural animal instinct </li></ul><ul><li>Bodies respo...
Emotional Vs Rational <ul><li>The 'Rational' brain  </li></ul><ul><li>Allows objectivity </li></ul><ul><li>Makes sense of ...
Red rag phrases - barriers <ul><ul><ul><li>“ I think the best way would be to….” </li></ul></ul></ul><ul><ul><ul><li>“ Yes...
Inhibitors <ul><li>Social or legal consequences   </li></ul><ul><li>Self control </li></ul><ul><li>Personal values </li></...
How communication works Sender Receiver Encodes Decodes Message
Attitude & Behaviour Cycle Your Attitude affects Your  Behaviour affects My Attitude affects My  Behaviour affects
How can conflict be managed successfully?
Strategies to Resolve Conflicts <ul><li>Assume you do not have all the answers.   </li></ul><ul><li>Ask questions to under...
Active listening <ul><li>Really listen to what they are saying </li></ul><ul><li>Focus your attention on them </li></ul><u...
These are all the same -
A piece of cheese! A B
Empathy <ul><li>It works because it acknowledges people’s feelings  </li></ul><ul><ul><li>Try to put yourself in their sho...
Outcomes of conflict Lose – lose Win – lose Win - win
Resolving the Conflict <ul><li>L ooking for a win-win </li></ul>
How can conflict be managed successfully? <ul><ul><li>Win-win conflict. </li></ul></ul><ul><ul><ul><li>Both parties achiev...
Reaching win-win
 
 
 
<ul><li>To Achieve Win/Win Results </li></ul><ul><li>Gain participation from everyone involved in the conflict. </li></ul>...
Components of Conflict When you have to deal with conflict  tackle the emotional issues first   then address values and in...
 
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Managing conflict in todays workplace is no bed of roses.

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Conflict management presentation

  1. 1. Conflict Management
  2. 2. <ul><li>Working together isn’t always easy </li></ul>
  3. 3. What is conflict? How would you describe it?
  4. 4. What is conflict? <ul><li>Dictionary definition: </li></ul><ul><ul><li>disagreement, struggle, fight, incompatible </li></ul></ul>
  5. 5. Consequences of conflict
  6. 6. <ul><li>Lack of conflict is a sign of over conformity. </li></ul>
  7. 7. <ul><li>It is unhealthy when there is no conflict </li></ul>
  8. 8. <ul><li>You need diversity of opinion </li></ul>
  9. 9. Components of conflict
  10. 10. <ul><li>Good Consequences of Conflict </li></ul>
  11. 11. <ul><li>increased creativity </li></ul>
  12. 12. <ul><li>It forces people to clarify their views </li></ul>
  13. 13. <ul><li>It can produce constructive social change </li></ul>
  14. 14. <ul><li>It gives people the opportunity to test their capacities </li></ul>
  15. 15. <ul><li>development of group and organization cohesion </li></ul>
  16. 16. <ul><li>Bad Consequences of Conflict </li></ul>
  17. 17. Violence
  18. 18. breakdown of relationships
  19. 19. polarization of views into static positions
  20. 20. A breakdown of collaborative ventures
  21. 21. destruction of communication
  22. 22. The cost of conflict <ul><ul><ul><li>Relationship costs </li></ul></ul></ul>
  23. 23. The cost of conflict <ul><ul><ul><li>Costs to the individual </li></ul></ul></ul>
  24. 24. The cost of conflict <ul><ul><ul><li>Costs to the company </li></ul></ul></ul>
  25. 25. Main sources of conflict <ul><ul><ul><li>The aggressive or competitive behaviour of human beings </li></ul></ul></ul>
  26. 26. Main sources of conflict <ul><ul><ul><li>Competition for limited resources </li></ul></ul></ul>
  27. 27. Main sources of conflict <ul><ul><ul><li>Frustration </li></ul></ul></ul>
  28. 28. Main sources of conflict <ul><ul><ul><li>The Introduction of </li></ul></ul></ul>
  29. 29. Main sources of conflict <ul><ul><ul><li>Clashes between values and interest </li></ul></ul></ul>
  30. 30. Main sources of conflict <ul><ul><ul><li>Cultural influences </li></ul></ul></ul>
  31. 31. Main sources of conflict <ul><ul><ul><li>Misinformation, assumptions and expectations </li></ul></ul></ul>
  32. 32. Main sources of conflict <ul><ul><ul><li>Role and status issues </li></ul></ul></ul>
  33. 33. Main sources of conflict <ul><ul><ul><li>Mind games </li></ul></ul></ul>
  34. 34. Main sources of conflict <ul><ul><ul><li>Triggers. </li></ul></ul></ul>
  35. 35. The Emotional v The Rational Brain
  36. 36. Emotional brain
  37. 37. Emotional Vs Rational <ul><li>The 'Emotional' brain </li></ul><ul><li>Quickly processes incoming information </li></ul><ul><li>Filters for potential threat </li></ul><ul><li>Triggers fight or flight </li></ul>
  38. 38. Fight or Flight? <ul><li>Body produces adrenaline </li></ul><ul><li>Natural animal instinct </li></ul><ul><li>Bodies response to perceived threat </li></ul><ul><li>Blood redirected to major muscle groups </li></ul><ul><li>Hearing level drops off </li></ul><ul><li>Eyesight improves </li></ul>
  39. 39. Emotional Vs Rational <ul><li>The 'Rational' brain </li></ul><ul><li>Allows objectivity </li></ul><ul><li>Makes sense of any risk </li></ul>
  40. 40. Red rag phrases - barriers <ul><ul><ul><li>“ I think the best way would be to….” </li></ul></ul></ul><ul><ul><ul><li>“ Yes, but…” </li></ul></ul></ul><ul><ul><ul><li>“ Yes, but I still think…” </li></ul></ul></ul><ul><ul><ul><li>“ What you don’t seem to realise is…” </li></ul></ul></ul><ul><ul><ul><li>“ Whatever you say, but what I am going to do is.” </li></ul></ul></ul><ul><ul><ul><li>“ Why don’t you listen to sense” </li></ul></ul></ul><ul><ul><ul><li>“ You are the one being difficult”. </li></ul></ul></ul>
  41. 41. Inhibitors <ul><li>Social or legal consequences </li></ul><ul><li>Self control </li></ul><ul><li>Personal values </li></ul><ul><li>Fear that the other person will fight back </li></ul>
  42. 42. How communication works Sender Receiver Encodes Decodes Message
  43. 43. Attitude & Behaviour Cycle Your Attitude affects Your Behaviour affects My Attitude affects My Behaviour affects
  44. 44. How can conflict be managed successfully?
  45. 45. Strategies to Resolve Conflicts <ul><li>Assume you do not have all the answers. </li></ul><ul><li>Ask questions to understand the other person(s). </li></ul><ul><li>Be prepared to compromise or make a deal. </li></ul>
  46. 46. Active listening <ul><li>Really listen to what they are saying </li></ul><ul><li>Focus your attention on them </li></ul><ul><li>Use non-verbal cues (e.g. nodding the head) </li></ul><ul><li>Paraphrase what they have said, to show that you have understood. </li></ul>
  47. 47. These are all the same -
  48. 48. A piece of cheese! A B
  49. 49. Empathy <ul><li>It works because it acknowledges people’s feelings </li></ul><ul><ul><li>Try to put yourself in their shoes </li></ul></ul><ul><ul><li>Acknowledge their feelings </li></ul></ul><ul><ul><li>Step alongside them, try to see things from their point of view </li></ul></ul>
  50. 50. Outcomes of conflict Lose – lose Win – lose Win - win
  51. 51. Resolving the Conflict <ul><li>L ooking for a win-win </li></ul>
  52. 52. How can conflict be managed successfully? <ul><ul><li>Win-win conflict. </li></ul></ul><ul><ul><ul><li>Both parties achieve their desires. </li></ul></ul></ul><ul><ul><ul><li>Collaboration or problem solving are forms of win-win conflict. </li></ul></ul></ul>
  53. 53. Reaching win-win
  54. 57. <ul><li>To Achieve Win/Win Results </li></ul><ul><li>Gain participation from everyone involved in the conflict. </li></ul><ul><li>State the reason to work on a solution. </li></ul><ul><li>Use empathy. Have each party see the problem/situation from the other point of view. State what you want. </li></ul><ul><li>Repeat what you hear. </li></ul>
  55. 58. Components of Conflict When you have to deal with conflict tackle the emotional issues first then address values and interests
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Managing conflict in todays workplace is no bed of roses.

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