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CONFLICT MANAGEMENT
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- 2. CONTENTS Introduction Viewsof conflict Types of conflict Source of conflict Components of Conflict Functional & dysfunctional conflict Ways to manage conflict Conclusion
- 3. INTRODUCTION CONFLICT “AN ACTIVE DISAGREEMENTBETWEEN PEOPLE WITH OPPOSING OPINIONS OR PRINCIPLES” CONFLICT MAMAGEMENT “THE OPPORTUNITY TO IMPROVE SITUATIONS AND STRENGTHEN RELATIONSHIPS”
- 4. VIEWS OF CONFLICT Traditional view : Conflict is harmful and must be avoided. Human Relations view : Conflict is natural and inevitable outcome in any group and need not to be negative. Interactionist View : It encourages conflicts and take as innovative and creative.
- 5. TYPES OF CONFLICTS ►Intra Conflict : Within an individual. ► Inter Conflict : Between two individuals. ► Intra-personal : Within a team of individuals. ► Inter-personal : Between two or more teams within an organization.
- 7. SOURCE OF CONFLICT The aggressive or competitive behaviour of human beings ► Competition for limited resources Frustration Clashes between values and interest
- 8. Cont... Cultural influences Misinformation, assumptions and expectations Role and Status Issues Mind Games
- 9. COMPONENTS OF CONFLICT ► GoodConsequences of Conflict ► Bad Consequences of Conflict
- 10. GOOD CONSEQUENCES OFCONFLICT Increased Creativity It forces people to clarify their views It can produce constructive social change
- 11. Cont… It givespeople the opportunity to test their capacities Development of group and organization cohesion
- 12. BAD CONSEQUENCES OFCONFLICT Violence Break down of relationship ►Polarization of views into static position
- 13. Cont… A breakdownof collaborative ventures Destruction of Communication
- 14. FUNCTIONAL & DYSFUNCTIONAL CONFLICT Functionalconflict: works toward the goals of an organization or group Dysfunctional conflict: blocks an organization or group from reaching its goals
- 15. Functional Conflict MutuallyBeneficial Increase information & ideas Encourages innovative thinking Unshackles different points of view Reduce Inactivity
- 16. Dysfunctional Conflict ► Tension,anxiety, stress ► Drives out low conflict tolerant people ► Reduce trust ► Poor decision because of withheld or distorted ► Reduce information
- 17. Ways to manageconflict Strategies to Resolve Conflicts Assume you do not have all the answers. Ask questions to understand the other person(s). Be prepared to compromise or make a deal. Active listening Really listen to what they are saying Focus your attention on them Use non-verbal cues (e.g. nodding the head) Paraphrase what they have said, to show that you have understood.
- 18. Empathy Try toput yourself in their shoes Acknowledge their feelings Step alongside them, try to see things from their point of view
- 19. Collaboration Lose – LoseWin – Lose
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- 21. CONCLUSION ► Individuals shouldunderstand their own personal triggers to better deal with conflict situations in the workplace. ► Group members should think about other group members early on to identify privately those individuals and behaviors that may push their buttons.
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