A lecture about how to Manage Conflict

1. •Conflict Management
•Conflict Management
CONFLICT
MANAGEMENT

2. Working together isn’t
always e_______

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

4. What is conflict?
Dictionary definition:
–D_______________, struggle, fig
incompatible

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

6. It is __________ when there is no conflict

7. You need
diversity
of opinion

9. Good
Consequences
of Conflict

10. increased
creativity

11. It forces people to clarify their
v________

12. It can produce
constructive social
change

13. It gives people the opportunity to
t________ their capacities

14. •development of group and
organization cohesion

16. •Bad
Consequences
of Conflict

17. V________

18. breakdown of relationships

19. polarization of v__________ into static positions

20. A breakdown of
collaborative ventures

21. destruction of
_____________

22. The cost of conflict
• Relationship costs: intrapersonal &
interpersonal distance

23. The cost of conflict
• Costs to the individual
>aloneness, sadness, _______

24. The cost of conflict
• Costs to the company
• Low productivity
• Labor Turnover
• Strikes
• Lockout

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

26. Main sources of conflict
• Competition for limited resources

27. Main sources of conflict
• F_______________

28. Main sources of conflict

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

30. Main sources of conflict
• Cultural influences

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

32. Main sources of conflict
• Role and status issues

33. Where there are no properly deliniated job
descriptions, people’s responsibilities tend to
o_________ which causes a lot of conflict

34. Main sources of conflict
Mind games or power games: struggle for prestige

35. • Mind games
can bee seen in
everyday
situations in
the fields of
office politics,
_________
and
relationships

36. Main sources of conflict
Triggers:
A trigger is something
that sets off
a memory tape or
flashback
transporting the
person back to the
event of her/his
original trauma such
as combat trauma,
child physical and
sexual abuse

37. The Emotional v The
Rational Brain

38. Emotional brain

39. Inhibitors
• Social or legal consequences
• S______ c__________
• Personal values
• Fear that the other person will fight
back

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

41. How can conflict be managed
successfully?

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

43. Humility
is seeing others to be
better than ourselves

44. Three Levels of Conflict Management
• 1) Individual Level
• 2) Group Level
• 3) Organizational
Level

45. X. Types of Conflict in the
Individual Level
A) Double Approach
Conflict
1) Least _________ conflict
2) Resolution: not to vacillate
the decision for a long time
3) two or more ___________
choices
4) Ex.: choosing between
ordering fast food or healthy
food; choosing between two
universities in which you
were accepted

46. B. Double Avoidance Conflict
• 1) More stressful
conflict because both
goals are __________
• 2) Resolution: withdraw
or focus on other
matters; choose the
better option
• 3) Ex.: suffering a
toothache or going to
the dentist; letting
cancer go untreated or
go through
chemotherapy

47. c)Approach Avoidance Conflict
• 1) Very _______ conflict
• 2) A single goal in which
there is a tendency to
approach and a
tendency to repulse
• 3) Resolution: self
control and good
judgement
• 4) Ex., whether to go into
business or not;
gambling otr not;
womanizing or not

48. D) Double Approach Avoidance
Conflict
• 1) __________ stressful
• 2) Two or more goals that
have attracting and
repelling aspects
• 3) Resolution:
withdrawing or self-
control, carefully study all
options
• 4) Ex.: Whether to buy a
house in the country or in
the city

50. A) Competing mode
• High assertiveness and low
cooperation
1) Symbol: shark
2) Competing skills
__________ and debating
Using rank
Asserting your opinions
Standing your ground
Stating your position clearly

51. 3)Strategic Philosophy
> when goals are
extremely important,
one must use power to
win
4) When To Use
a) When you need to
stand for your rights
b) When time is short and
a quick decision is
needed

52. 5) Drawbacks
• a) Can
e__________
conflict
• b) Losers may
retaliate or
fight back

53. B) Collaborating mode
High assertiveness
high cooperation
1) Symbol: owl
2) Collaborative Skills:
• Active l_____________
• Non threatening
confrontation
• Identifying concerns
• Analyzing input
• Teamwork while
maintaining
relationships

54. 3) Strategic Philosophy
• > The process of
working through
differences that
will lead to
creative
solutions that
will satisfy both
parties’ concerns

55. 4) When to use
a) When there is a
high level of t____
b) When people are
open-minded
(willing to change
their thinking)
c) When people are
matured

56. Reaching win-win

60. 5) Drawbacks
a) The process
takes a lot of time
and energy
b) Some may take
advantage of
other people’s
trust and
openness

61. C) Avoiding or Withdrawing
(No winners, no losers)
• >Low assertion and
low _____________
1) Symbol: Turtle
2) Avoidance Skills:
a) Ability to withdraw
b) Ability to side step
c) Ability to leave
something unsolved
d) Sense of timing

62. 3) Strategic Philosophy
• >Avoid
conflict by
withdrawing,
sidestepping
or
p_________

63. 4) When to use
a) When the conflict is
small and relationships
are at stake
b) When you see inevitable
_________, no chance
of getting needs met
c) When others can solve
the conflict more
successfully
d) When more information
is needed

64. 5) Drawbacks
• a) Important issues
may not to solved
• b) Postponing seems
to make matters
________________
• C) Outwardly there
may be no conflict but
the conflict is bad
internally

65. D) Accommodating
(I lose, you win)
• Low assertiveness and
high cooperation
• 1) Symbol:Teddy bear
• 2) Accommodation Skills
a) forgetting your
desires
b) selflessness
c) Ability to yield
d) Obeying ________

66. • 3) Srategic Philosophy
• a) Avoids conflict by
• withrawing,
sidestepping or
posponing
• 4) When to Use
• a) When the issue is
more important to the
other person
• b) whe you realize you
are wrong

67. • C) When you want
others to learn from
their _____________
• d) When you know you
cannot win
5) Drawbacks
a) one’s ideas do not get
attention
b) Credibility and
Influence may be lost
c) Resentment may build
in people

68. E) Compromising mode
1) Moderate
assertiveness and
moderate cooperation
2) Compromising skills
a) Negotiations
b) Finding a middle
ground
c) Assessing value
d) Making concessions

69. 3) Strategic Philosophy
a) meeting ________
b) Serving the common
good
4) When to use
a) When people are
commited to the goals
b) When time can be
saved by reaching
intermediate
settlements on
individual parts
c) When goals are
moderately ________

70. 5. Drawbacks
a) Important values and
long-term objectives
may be derailed in the
process
b) May not work if initial
demands are too ____
c) Can spawn cynicism
especially when there
is no commitment to
honor the compromise
solutions
d) May be used as
“delaying t________”