This document outlines a course on conflict resolution. It begins with defining conflict and reviewing typical conflicts. It then discusses the different types of conflict including functional and dysfunctional conflict. It also covers the various levels that conflict can occur at such as the individual, group, and organizational levels. Additionally, it provides examples of conflicts in different domains like Bollywood, corporate, political, and international realms. The document concludes by discussing different conflict handling styles like mediation, arbitration, and consultation. It also contains a quiz to test the reader's knowledge of conflict resolution concepts and strategies.

1. Course Instructor
SMITA RASTOGI
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2. COURSE OUTLINE
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1. To defi e co flict
2. To review typical conflicts evolved
3. To become familiar with necessary
styles in resolving conflicts

3. Everyone faces
conflict in their
lives on a daily
basis. It is an
accepted and
expected part
of life.

4. A process that begins when one party perceives
that another party has negatively affected, or is
about to negatively affects, something that the
first party cares about
Functional Conflict (+ve)
• Supports the goals of the group
• Improves group performance
Dysfunctional Conflict (-ve)
• Hinders group performance
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5. Synonyms of conflicts
• tENSION
• dISAGREEMENT
• oPPOSITION
• sCARCITY
• bLOCKAGE
• bATTLE
• cONTEST
• iNTERFERENCE
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Ti e to test your k o ledge…

6. Ti e to test your k o ledge…
Conflict over how work gets done
Conflicts over content and goals of the work
-Task Conflict
Conflict based on interpersonal relationships
-Relationship Conflict
-Process Conflict
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7. Organization
Group
Individual
Within & between organization
Within & between individuals
Within & between group
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8. Where is Conflict?
E e y he e…
• Bollywood- Salman & SRK
• Family + Corporates- Mukesh & Anil Ambani
• Political Parties- BJP & Congress
• International Grounds- US & Russia
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9. Bollywood Conflicts
• How Salman and SRK rivalry
started?
• 2008
• Restaurant
• SRK’s o e t
• Sal a ’s a ge
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10. Bollywood Conflicts
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11. Bollywood Conflict Handling
Mediator:
A neutral third party who facilitates a negotiated solution by
using reasoning, persuasion, and suggestions for alternatives
– SRK & Salman: Entire Bollywood Industry
– Shatrughan Sinha & Amitabh Bachchan:
At A hishek’s wedding
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12. Family + Corporate
Conflicts
• Intra-firm conflict between the Ambani Brothers
• Conflict since 2002- afte fathe ’s death
• Split of Reliance Group- Demerger in 2005
• Inter-firm conflict: War of Apple and Google
• Apple- iPhone, iPhoto, Google- Nexus One, Picasa
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13. Bollywood + Corporate
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14. Corporate Conflict Handling
Arbitrator:
A third party to a negotiation who has the authority
to dictate an agreement.
– Court of law or the board of directors
– Kokilaben Ambani
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15. Political Conflicts
• BJP- Congress – Direct Competitors
• Similarly Democrats and Republicans
• AAP VS AAP
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16. Political Conflicts
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17. Political Conflict Handling
Consultant:
An impartial third party, skilled in conflict
management, who attempts to facilitate creative
problem solving through communication and analysis
– Social Service Organizations
– NGOs or civil societies
– Public relations agencies
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18. International Conflicts
• US and Russia
• Cold War- political and military tension after
WW2
• India and Pakistan
• Kashmir Conflict
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19. International Conflicts
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20. Arbitrator:
A third party to a negotiation who has the authority to
dictate an agreement.
International Court of law
• SAARC, BRICKS, UNO
• International peace agreement
• Peacekeepers
• IRAQ and IRAN= U.S.A.
International Conflict Handling
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21. Conflict-Handling Intensions
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22. What’s your approach style to
handle conflict?????
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When I have a conflict at work, I do the following: Not at all Very Much
1 I give in to the wishes of the other party 1 2 3 4 5
2 I try to realize a middle-of-the-road solution 1 2 3 4 5
3 I push my own point of view 1 2 3 4 5
4
I examine issues until I find a solution that really satisfies me and the other
party
1 2 3 4 5
5 I avoid confrontation about our differences 1 2 3 4 5
6 I concur with the other party 1 2 3 4 5
7 I emphasize that we have to find a compromise solution 1 2 3 4 5
8 I search for gains 1 2 3 4 5
9 I stand for my own and others’ goals and interests 1 2 3 4 5
10 I avoid differences of opinion as much as possible 1 2 3 4 5
11 I try to accommodate the other party 1 2 3 4 5
12 I insist we both give in a little 1 2 3 4 5
13 I fight for a good outcome for myself 1 2 3 4 5
14 I examine ideas from both sides to find a mutually optimal solution 1 2 3 4 5
15 I try to make differences less severe 1 2 3 4 5
16 I adapt to the other parties’ goals and interests 1 2 3 4 5
17 I strive whenever possible towards a fifty-fifty compromise 1 2 3 4 5
18 I do everything to win 1 2 3 4 5
19 I work out a solution that serves my own as well as others’ interests as good
as possible
1 2 3 4 5
20 I try to avoid a confrontation with the other 1 2 3 4 5

24. What’s You Style?

25. Different Styles have Different Goals
• Competing: the goal is to win.
• Accommodating: the goal is to yield.
• Avoiding: the goal is to delay.
• Collaborating: the goal is multiple participation.
• Compromising: the goal is to
find a middle ground.

26. SCORING TABLE
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Dimension Calculation Your
Score
Yielding
_______ + _______ + _______ + _______ =
Item 1 Item 6 Item 11 Item 16
Compromising
_______ + _______ + _______ + _______ =
Item 2 Item 7 Item 12 Item 17
Forcing
_______ + _______ + _______ + _______ =
Item 3 Item 8 Item 13 Item 18
Problem-Solving
_______ + _______ + _______ + _______ =
Item 4 Item 9 Item 14 Item 19
Avoiding
_______ + _______ + _______ + _______ =
Item 5 Item 10 Item 15 Item 20

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28. QUESTION-1
The est o fli t a age e t style is…
• The avoiding style
• The problem-solving style
• The bargaining style
• The smoothing style
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29. QUESTION-2
When you experience conflict with someone
else you should always remember to
compromise.
• True
• False
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30. QUESTION-3
The first thing to do when resolving conflict with
so eo e else is to…
• Assertively but diplomatically state your
perspective
• Brainstorm possible solutions to the problem
• Slap some sense into them
• Listen to their perspective
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31. QUESTION-4
The experience of conflict can sometimes clarify
communication.
• True
• False
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32. QUESTION-5
When resolving conflict it is essential to make
the most eye contact in which of the following
circumstances:
• When you are brainstorming
• When you are problem-solving
• When you are listening
• When you are assertively stating your point
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33. QUESTION-6
One of the most critical skills in conflict
resolution is problem-solving.
• True
• False
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34. QUESTION-7
You should use the forcing conflict management
style he …
• You need to arrive at a workable solution
under time pressure
• A creative solution is critical
• Quick, decisive action is important
• People need to work through their emotions
surrounding the conflict
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35. QUESTION-8
The conflict management styles that can get you
i to the ost t ou le a e…
• The avoiding style
• The problem-solving style
• The forcing style
• The bargaining style
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36. QUESTION-9
When experiencing conflict you can always
build better relationships by learning to
compromise on the issues.
• True
• False
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37. QUESTION-10
To discover the interests of the other person,
the ost useful uestio is to ask…
• Why?
• When?
• What?
• Who?
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https://www.youtube.com/watch
?v=KY5TWVz5ZDU

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41. NOW, IT’“ YOU WHO HAVE TO
DECIDE…??
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42. Do’s& do ’ts of resol i g co flicts
Do’s Do ’ts

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