Just a few basics on conflict and negotiation methods.Please provide feedback.

1. Conflict And ConflictConflict And Conflict
ResolutionResolution
Presented by,Presented by,
Ms.Shwetha.H(40)Ms.Shwetha.H(40)

2. Topics to be covered:Topics to be covered:
 ConflictConflict
 Conflict ResolutionConflict Resolution
 Process Of ConflictProcess Of Conflict
 Types Of ConflictTypes Of Conflict
 Types Of Conflict ResolutionTypes Of Conflict Resolution

4. Surprise:Surprise:
 Conflict-PowerPt.pptConflict-PowerPt.ppt

6. What is Conflict?What is Conflict?
 Conflict is when two or more values, perspectives & opinionsConflict is when two or more values, perspectives & opinions
are contradictory in nature & haven’t been aligned or agreed.are contradictory in nature & haven’t been aligned or agreed.
 A disagreement between people that may be the result ofA disagreement between people that may be the result of
different:different:
o IdeasIdeas
o PerspectivesPerspectives
o PrioritiesPriorities
o PreferencesPreferences
o Beliefs Values Goals Organization structuresBeliefs Values Goals Organization structures
An opportunity to make a difference;An opportunity to make a difference;
whether positive or negative, it is a choice!whether positive or negative, it is a choice!

7. Views of conflictViews of conflict
 Traditional viewTraditional view
The belief that all conflicts are harmful and must be avoidedThe belief that all conflicts are harmful and must be avoided
 Human relations viewHuman relations view
That belief that conflict is a natural and inevitable outcome inThat belief that conflict is a natural and inevitable outcome in
any groupany group
 Integrationist viewIntegrationist view
The belief that conflict is not only a positive force in group butThe belief that conflict is not only a positive force in group but
that it is absolutely necessary for a group to performthat it is absolutely necessary for a group to perform
effectivelyeffectively

8. What doesn’tWhat doesn’t
Work?Work?
That’s true
but…

9. BlameBlame

11. Types Of ConflictTypes Of Conflict
 Functional and dysfunctional conflictFunctional and dysfunctional conflict
 Individual-level conflictIndividual-level conflict
 InterpersonalInterpersonal
 interpersonalinterpersonal
 Group-level conflictGroup-level conflict
 Organizational-level conflictOrganizational-level conflict

12. Functional and Dysfunctional conflictFunctional and Dysfunctional conflict
 Functional – support theFunctional – support the
goals of the group andgoals of the group and
improves its performance.improves its performance.
 ConstructiveConstructive
 Increase information &Increase information &
ideasideas
 Encourages innovativeEncourages innovative
thinkingthinking
 Unshackles differentUnshackles different
points of viewpoints of view
 Dysfunctional – conflictDysfunctional – conflict
that hinders groupthat hinders group
performance.performance.
 Tension, anxiety, stressTension, anxiety, stress
 Reduce trustReduce trust
 Poor decision because ofPoor decision because of
withheld or distortedwithheld or distorted
 Reduce informationReduce information

13. Individual conflict:Individual conflict:
Intra individual conflictIntra individual conflict
Within every individual there are usuallyWithin every individual there are usually
– A number of competing needs and rolesA number of competing needs and roles
– A variety of ways that drives and roles can be expressedA variety of ways that drives and roles can be expressed
– Many types of barriers that can occur between the driveMany types of barriers that can occur between the drive
and the goaland the goal
– Both negative and positive aspects attached to desiredBoth negative and positive aspects attached to desired
goalsgoals

14. CausesCauses
 Conflict due to frustrationConflict due to frustration
 Goal ConflictGoal Conflict
 Role Conflict – may be conflict between personality of theRole Conflict – may be conflict between personality of the
person and the expectations of the roleperson and the expectations of the role

15. Interpersonal conflictInterpersonal conflict
– Personal differencesPersonal differences
– Information deficiencyInformation deficiency
– Environmental stressEnvironmental stress

16. Group ConflictGroup Conflict
Intragroup conflict:Intragroup conflict:
o conflict among members of a groupconflict among members of a group
o early stages of group developmentearly stages of group development
o ways of doing tasks or reaching group’s goalsways of doing tasks or reaching group’s goals
Intergroup conflict:Intergroup conflict:
between two or more groupsbetween two or more groups
Family run business can be especially prone to severe intra-Family run business can be especially prone to severe intra-
group and other types of conflicts. These conflicts typicallygroup and other types of conflicts. These conflicts typically
become more intense when an owner-founder approachesbecome more intense when an owner-founder approaches
retirement, actually retires or dies. The way the two sons ofretirement, actually retires or dies. The way the two sons of
the late Dhirubhai Ambani fighting on ownership and control ofthe late Dhirubhai Ambani fighting on ownership and control of
Reliance Industries is a typical example.Reliance Industries is a typical example.

17. Organizational conflictOrganizational conflict
 The discord that arises when goals, interests or values ofThe discord that arises when goals, interests or values of
different individuals or groups are incompatible and thosedifferent individuals or groups are incompatible and those
people block or thwart each other’s efforts to achieve theirpeople block or thwart each other’s efforts to achieve their
objectives.objectives.

18. Conflict ResolutionConflict Resolution
 is the process of resolving a dispute by addressing andis the process of resolving a dispute by addressing and
meeting at least some of each side’s needs and concernsmeeting at least some of each side’s needs and concerns
 The Five Styles of Conflict ResolutionThe Five Styles of Conflict Resolution
••AccommodationAccommodation , ignores self, ignores self
•• AvoidingAvoiding , ignores me, you, context-- “super-rational”, ignores me, you, context-- “super-rational”
•• CompetitionCompetition, ignores others, ignores others
•• CompromiseCompromise is “close” (each gives up something, gainsis “close” (each gives up something, gains
something)something)
•• CollaborationCollaboration , counts or considers me, you, , counts or considers me, you,

19. Accommodation StyleAccommodation Style
 The relationship is of great importance while their own goalsThe relationship is of great importance while their own goals
are of little importance.are of little importance.
 They think that conflict should be avoided in favour ofThey think that conflict should be avoided in favour of
harmony and that people cannot discuss conflicts withoutharmony and that people cannot discuss conflicts without
damaging relationships.damaging relationships.
 They are afraid that if a conflict continues, someone will getThey are afraid that if a conflict continues, someone will get
hurt and that could ruin the relationship.hurt and that could ruin the relationship.
 They give up their goals to preserve the relationship.They give up their goals to preserve the relationship.
 They like to smooth things over. They like to smooth things over.

20. Avoiding StyleAvoiding Style
 Withdraw into their shells to avoid conflicts.Withdraw into their shells to avoid conflicts.
 They give up their personal goals and relationships.They give up their personal goals and relationships.
 They stay away from the issues over which the conflict isThey stay away from the issues over which the conflict is
taking place and from the persons they are in conflict with.taking place and from the persons they are in conflict with.
 They believe it is hopeless to try and resolve conflicts. TheyThey believe it is hopeless to try and resolve conflicts. They
feel helpless.feel helpless.
 They believe it is easier to withdraw (physically andThey believe it is easier to withdraw (physically and
psychologically) from a conflict than to face it.psychologically) from a conflict than to face it.

21. Competing StyleCompeting Style
 They try to overpower opponents by forcing them to acceptThey try to overpower opponents by forcing them to accept
their solutions to the conflict.their solutions to the conflict.
 Their goals are highly important to them and relationships ofTheir goals are highly important to them and relationships of
minor importance.minor importance.
 They seek to achieve their goals at all costs.They seek to achieve their goals at all costs.
 They do not care if others like or accept them and assumeThey do not care if others like or accept them and assume
that conflicts are either won or lost and they want to be thethat conflicts are either won or lost and they want to be the
winner.winner.
 This gives them a sense of pride and achievement.This gives them a sense of pride and achievement.
 Losing gives them a sense of weakness, inadequacy andLosing gives them a sense of weakness, inadequacy and
failure.failure.
 They try and win by attacking, overpowering, overwhelmingThey try and win by attacking, overpowering, overwhelming
and intimidating others.and intimidating others.

22. Compromising StyleCompromising Style
 They moderately are concerned with their own goals and theirThey moderately are concerned with their own goals and their
relationships with others.relationships with others.
 They give up part of their own goals and persuade others in aThey give up part of their own goals and persuade others in a
conflict to give up part of theirs.conflict to give up part of theirs.
 They seek a conflict solution in which both sides gainThey seek a conflict solution in which both sides gain
something - the middle ground between two extremesomething - the middle ground between two extreme
positions.positions.
 They compromise; they will give up a part of their goal andThey compromise; they will give up a part of their goal and
relationship in order to find agreement for the common good.relationship in order to find agreement for the common good.

23. Collaborative StyleCollaborative Style
 They view conflicts as problems to be solved and seek aThey view conflicts as problems to be solved and seek a
solution that achieves both their own and the other personssolution that achieves both their own and the other persons
goals.goals.
 They see conflicts as a means of improving relationships byThey see conflicts as a means of improving relationships by
reducing tension between two people.reducing tension between two people.
 They try to begin a discussion that identifies the conflict as aThey try to begin a discussion that identifies the conflict as a
problem to be solved.problem to be solved.
 By seeking solutions that satisfy everyone, they maintain theBy seeking solutions that satisfy everyone, they maintain the
relationship.relationship.
 They are not happy until a solution is found that both satisfiesThey are not happy until a solution is found that both satisfies
everyone's goals and resolves the tensions and negativeeveryone's goals and resolves the tensions and negative
feelings that may have been present. feelings that may have been present.