The document outlines principles and strategies for managing organizational conflicts. It discusses definitions of conflict, positive aspects of conflict, six steps for conflict resolution, necessary skills like listening and feedback, and strategies for managing conflicts. The document also covers principles of negotiation and effective communication that can aid in resolving conflicts, such as using neutral terms, avoiding absolutes, asking open-ended questions, and active listening.

1. 1
Conflict Management
Training Leader: Mr. Md. Akbar Hassan
Date: 3rd , 4th & 5th December, 2015
Organizational Conflict
Managers spend 20 % of their time
dealing with conflict.
• Take a look at the relationship of
communication to conflict.

2. 2
Definitions of Conflict Management
–A situation in which conditions, practices, or
goals of individuals are inherently
incompatible.
–A struggle over values or claims to scarce
resources, power, or status.
Four axioms Relating to Conflict Communication
1. Conflict involves at least two parties.
2. Conflict develops due to perceived mutually
exclusive goals.
3. Conflict involves parties who may have a
different value or perception system.
4. Conflict terminates only when each party is
satisfied that it has won or lost.

3. 3
Positive Aspects of Conflict
• Requires manager to evaluate goals.
• Creates dialogue between employees.
• Fosters solutions.
• Fosters creativity.
• Helps people overcome individual psychological
distortions and bias.
• Provides higher quality decisions.
Six Action Steps
1. Review & adjust conflict conditions
2. Review & adjust perceptions
3. Review and adjust attitudes
4. Define the problem
5. Jointly search for alternatives
6. Evaluate alternatives and develop an ultimate
solution.

4. 4
Conflict Management Skills
• Listening skills
• Feedback skills
• Conflict-management styles
Conflict Management Strategies
• Be selective about the conflicts you get
involved in
• Evaluate the participants
• Assess the source of conflict
• Know your conflict management options
• Select the best one

5. 5
Principle of Negotiation
• Separate the people from the problem
• Focus on what people really mean
• Invent options for mutual gain
• Use objective criteria
Communication Principles
1. Use neutral rather than emotional terms.
2. Avoid absolute statements.
3. Ask open-ended questions.
4. Avoid leading questions.
5. Repeat key phrases.

6. 6
6. Use terms that all parties clearly
understand.
7. Allow the other person to complete
statements.
8. Use effective listening skills.
9. Be aware of the importance of physical
arrangements.