Managing conflict: Recognising it Dealing with it Preventing it

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Managing conflict:
Recognising it
Dealing with it
Preventing it
Ewen Le Borgne
Team building Retreat, April 2017

Overview
1. Recognising conflict
2. Understanding it (causes/consequences)
3. Managing conflict
4. Preventing dysfunctiona...

1. Recognising conflict

What is conflict?
“Real or perceived threat or
opposition to one’s needs, interests,
principles, concerns or security”
Con...

Levels of conflict?
Intrapersonal
Interpersonal
Inter-group conflict

Observable ‘conflict behaviours’

Observable ‘conflict behaviours’
A. Passive
(avoidance)

Observable ‘conflict behaviours’
A. Passive
(avoidance)
Says yes to
anything
Hides behind
rules
Is self-centered

Observable ‘conflict behaviours’

Observable ‘conflict behaviours’
B. Repressive
(escapism)

Observable ‘conflict behaviours’
B. Repressive
(escapism)
Displays low
health
Is irritable
Shows irregular
productivity

Observable ‘conflict behaviours’

Observable ‘conflict behaviours’
C. Aggressive

Observable ‘conflict behaviours’
C. Aggressive
Has angry fits
Is non
cooperative
Spreads
rumours
Destroys,
steals, strikes...

2. Understanding conflict

The multiple causes of conflict

Causes of intrapersonal conflict
Competing needs
Barriers between
drive and goal
Role conflict
Competing goals
Frustration

Causes of interpersonal conflict
Competing over
resources
Misunderstanding
Personality clashes
Authority issues
Difference...

Causes of group conflict (Us vs. Them)
Competing over
resources
Task
interdependence
Jurisdictional
ambiguity
Status strug...

Frameworks to understand
the sources of conflict (i)
We have different personality types!

Frameworks to understand
the sources of conflict (ii)
We don’t
all know
the same
things!

‘Bad’ and ‘Good’ conflict
Finding a balance…
…between stagnation
and war

Bad / dysfunctional / destructive
conflict
Dictates
conformity
Prevents work
Hurts feelings
Destroys
trust
Becomes
personal

Good / functional / constructive
conflict
Curbs ‘group think’
Leads to growth
Releases stress/anxiety
Leads to group cohes...

3. Managing conflict

Pacing conflict management
Identify quickly

Pacing conflict management
Identify quickly
Analyse the
causes

Pacing conflict management
Identify quickly
Analyse the
causes
Respond as
quickly as
possible

Pacing conflict management
Identify quickly
Analyse the
causes
Respond as
quickly as
possible
Don’t let
it spiral
down!

Processing conflict management
.

Possible conflict outcomes…
I want you to…
I want to
WIN-WIN LOSE-WIN
WIN-LOSE LOSE-LOSE
WIN LOSE
WIN
LOSE

Five options to manage conflicts
WIN-WIN – Our way LOSE-WIN – Your way
WIN-LOSE – My way LOSE-LOSE – No way
Accommodating
...

How to choose the right option?
It depends…
On the
importance of
the issue
On the urgency
of the issue
On the
relationship...

When to opt for which strategy?

When to opt for which strategy?

When to opt for which strategy?

When to opt for which strategy?

When to opt for which strategy?
Avoiding is
never a good
idea…

Adopt the right mindset
Think
‘abundance’

Adopt the right mindset
Not ‘scarcity’
Think
‘abundance’

Adopt the right mindset
Think
‘abundance’
not ‘scarcity’Think ‘our
mutual
benefit’…

Adopt the right mindset
Think
‘abundance’
not ‘scarcity’Think ‘our
mutual
benefit’…
...not ‘me,
myself and I’

And when the pressure rises…

And when the pressure rises…

And when the pressure rises…

And when the pressure rises…

And when the pressure rises…
Acknowledge the feelings…
Only then deal with facts

When the pressure rises…
...and in any case
Listen!
Carefully!!
All the time!!!

4. Preventing dysfunctional conflict

Be the change you want to see
Role model behaviour!

Be the change WE want to see
Build good relationships

Be self aware
Know your ‘triggers’
Mind your tone

Be self aware
Know your ‘triggers’
Mind your tone
Self reflect

Always think WIN-WIN


Always think WIN-WIN
Be assertive

Always think WIN-WIN


Be assertive
And cooperative

Be there for the others
Listen carefully Give useful feedback

Be there for the others
Listen carefully
Understand ‘WIIFM’
Give useful feedback

Cherish collective values
.
Commitment to
communication
Shared
accountability
Trust and
transparency
Curiosity and
opennes...

Break the conflict loop!

Additional resources
• Various conflict management presentations:
• http://www.slideshare.net/shidan99/conflict-management...

Photo credits (Creative Commons)
1. Slide 1:
1. Us versus them, point of conflict (John
D)
2. Hands: image credit: DN Nati...

This presentation is licensed for use under the Creative Commons Attribution 4.0 International Licence.
better lives throu...

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