Presented by Ewen Le Borgne at the Team building Retreat, April 2017

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

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

3. 1. Recognising conflict

4. What is conflict?
“Real or perceived threat or
opposition to one’s needs, interests,
principles, concerns or security”
Conflict: a fact of life… for the better?

5. Levels of conflict?
Intrapersonal
Interpersonal
Inter-group conflict

6. Observable ‘conflict behaviours’

7. Observable ‘conflict behaviours’
A. Passive
(avoidance)

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

9. Observable ‘conflict behaviours’

10. Observable ‘conflict behaviours’
B. Repressive
(escapism)

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

12. Observable ‘conflict behaviours’

13. Observable ‘conflict behaviours’
C. Aggressive

14. Observable ‘conflict behaviours’
C. Aggressive
Has angry fits
Is non
cooperative
Spreads
rumours
Destroys,
steals, strikes
etc.
Makes
snarky/snappy
comments

15. 2. Understanding conflict

16. The multiple causes of conflict

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

18. Causes of interpersonal conflict
Competing over
resources
Misunderstanding
Personality clashes
Authority issues
Difference of
methods / styles
(Visible) low
performance
Value/goal
difference

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

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

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

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

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

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

25. 3. Managing conflict

26. Pacing conflict management
Identify quickly

27. Pacing conflict management
Identify quickly
Analyse the
causes

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

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

30. Processing conflict management
.

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

34. Five options to manage conflicts
WIN-WIN – Our way LOSE-WIN – Your way
WIN-LOSE – My way LOSE-LOSE – No way
Accommodating
Compromising
(split the difference)
Collaborating
AvoidingCompeting
UncooperativeCooperative
Assertive Unassertive

35. How to choose the right option?
It depends…
On the
importance of
the issue
On the urgency
of the issue
On the
relationships at
stake

36. When to opt for which strategy?

37. When to opt for which strategy?

38. When to opt for which strategy?

39. When to opt for which strategy?

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

41. Adopt the right mindset
Think
‘abundance’

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

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

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

45. And when the pressure rises…

46. And when the pressure rises…

47. And when the pressure rises…

48. And when the pressure rises…

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

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

51. 4. Preventing dysfunctional conflict

52. Be the change you want to see
Role model behaviour!

53. Be the change WE want to see
Build good relationships

54. Be self aware
Know your ‘triggers’
Mind your tone

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

56. Always think WIN-WIN


57. Always think WIN-WIN
Be assertive

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

59. Be there for the others
Listen carefully Give useful feedback

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

61. Cherish collective values
.
Commitment to
communication
Shared
accountability
Trust and
transparency
Curiosity and
openness to
differences

62. Break the conflict loop!

65. Additional resources
• Various conflict management presentations:
• http://www.slideshare.net/shidan99/conflict-management-365254
• http://www.slideshare.net/KrishnaKanth12/conflict-resolution-26173860
• http://www.slideshare.net/bhaskardiwakar/conflict-management-11475906?qid=46a5ce59-f8fd-
440d-8d19-512df960abda&v=&b=&from_search=3
• http://www.slideshare.net/ShipraSharma5/ppt-conflict-management?next_slideshow=2
• http://www.slideshare.net/gauravgolu/conflict-management-10794674
• http://www.slideshare.net/maysoonmaged/conflict-resolution-strategies/6-
Extent_to_which_the_individual
• http://www.slideshare.net/ARVisInstitute/conflict-management-in-the-workplace-
11949427?next_slideshow=1
• 5 keys to dealing with workplace conflict

66. Photo credits (Creative Commons)
1. Slide 1:
1. Us versus them, point of conflict (John
D)
2. Hands: image credit: DN Nation
3. Handshake (AK Rockfeller)
4. Ubuntu spirit (look.for)
2. Slide 2: Same pictures
3. Us versus them, point of conflict (John D)
4. N/A
5. Levels (Hamilton Robotics) / (Beware!) Quick
and dirty tips
6. Bored (Tim Lenz)
7. Lunchtime escapism (Rachel Doherty)
8. Angry Stina (Stina Jonsson)
9. Hands: image credit: DN Nation
10. http://www.slideshare.net/ARVisInstitute/conf
lict-management-in-the-workplace-
11949427?qid=22be0095-628a-4310-8c8b-
d37688b17e0d&v=&b=&from_search=6
11. Concern (Michael Gaffney)
12. Argument (Holly)
13. Us vs. them (Sage Ross)
14. http://www.slideshare.net/bhaskardiwakar/co
nflict-management-11475906?qid=22be0095-
628a-4310-8c8b-
d37688b17e0d&v=&b=&from_search=3
15. Presentation abc
16. Balance (Art around)
17. This year’s love (hand nor glove)
18. Spring seminar 09 (Seeds of peace)
19. Handshake (AK Rockfeller)
20. Spiral (Dan Ishaslam)
21. http://www.slideshare.net/ARVisInstitute/conf
lict-management-in-the-workplace-
11949427?qid=22be0095-628a-4310-8c8b-
d37688b17e0d&v=&b=&from_search=6
22. http://www.slideshare.net/bhaskardiwakar/co
nflict-management-11475906?qid=46a5ce59-
f8fd-440d-8d19-
512df960abda&v=&b=&from_search=3
23. http://www.slideshare.net/ARVisInstitute/conf
lict-management-in-the-workplace-
11949427?qid=22be0095-628a-4310-8c8b-
d37688b17e0d&v=&b=&from_search=6
24. N/A
25. N/A
26. (hidden slide)
http://www.slideshare.net/bhaskardiwakar/co
nflict-management-11475906?qid=46a5ce59-
f8fd-440d-8d19-
512df960abda&v=&b=&from_search=3
27. Crossroads (Filipe Saraiva)
28. http://www.slideshare.net/bhaskardiwakar/co
nflict-management-11475906?qid=46a5ce59-
f8fd-440d-8d19-
512df960abda&v=&b=&from_search=3
29. http://www.slideshare.net/bhaskardiwakar/co
nflict-management-11475906?qid=46a5ce59-
f8fd-440d-8d19-
512df960abda&v=&b=&from_search=3
30. http://www.slideshare.net/bhaskardiwakar/co
nflict-management-11475906?qid=46a5ce59-
f8fd-440d-8d19-
512df960abda&v=&b=&from_search=3
31. http://www.slideshare.net/bhaskardiwakar/co
nflict-management-11475906?qid=46a5ce59-
f8fd-440d-8d19-
512df960abda&v=&b=&from_search=3
32. I can’t see you (Peter)
33. Apple pie (Penny Dugmore)
34. United women (Marc Pether Longman)
35.
1. Furious (Petras Gagilas)
2. Crying (Redronafets
3. Crying woman (Vinod Velayudhan)
4. Gobsmacked (Bernard Goldbach)
36. Listen carefully (Justin Lynham)
37. Ubuntu spirit (look.for)
38. Gandhi walks (Rafael Edwards)
39. What we have done (BK)
40. Meditation (Hartwig HKD)
41. Synergy (Crash symbols)
42. Life preserver (Wayne S. Grazio)
43. We must change (Demond Henderson)
44. Stop (TheMathewKnot)
45. http://www.slideshare.net/gauravgolu/conflict
-management-10794674?qid=22be0095-628a-
4310-8c8b-
d37688b17e0d&v=&b=&from_search=9
46. Thank you (Kristjan)
47. N/A (additional resources)
48. N/A (photo credits)
49. (hidden slide)
http://www.slideshare.net/bhaskardiwakar/co
nflict-management-11475906?qid=46a5ce59-
f8fd-440d-8d19-
512df960abda&v=&b=&from_search=3
50. N/A

67. This presentation is licensed for use under the Creative Commons Attribution 4.0 International Licence.
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