The document outlines various aspects of conflict including definitions, levels, causes, effects, resolution and management. It discusses the five levels of conflict from personal to international. The conflict cycle includes causes like personality and past interactions, core processes, and effects on individuals, relationships, and behavior. Methods to resolve conflicts include win-win solutions, third party involvement, and Thomas Kilmann's five conflict modes. The principles of conflict resolution emphasize attention, listening, and reassurance while finding compromise.

2. Conflict
Resolution

3. Outline
• Definition
• Conflict levels
• Causes of conflict
• Conflict cycle
• Effects of conflict
• Conflict Resolution
• Summary

4. Conflict
• “The process in which two equally strong
forces oppose each other”
or
• “A process that begins when one party
perceives that its interests are being opposed
or negatively affected by another party.”
(1) Rana,M.H.
(2)Journal of Management, Vol.21, No.3,1995.

5. Examples:
1. Marrital conflict
2. Conflict among colleagues
Rana,M.H.

6. 3. Conflict in family
4. Conflict in children
Rana,M.H.

7. Conflict levels
• There are five levels of conflict
1. Personal conflict
2. Interpersonal conflict
3. Intergroup conflict
4. Inter-organizational conflict
5. International conflict
Journal of Management, Vol.21, No.3,1995.

8. 1. Personal conflict
in this state person occupies
more than one role and find that some demands
from each role cannot be met simultaneously.
Example???
Journal of Management, Vol.21, No.3,1995.

9. 2. Interpersonal conflict.
in this level individual comes into
conflict with others.
Journal of Management, Vol.21, No.3,1995.

10. 3. Intergroup conflict.
conflict between and among
the groups.
Journal of Management, Vol.21, No.3,1995.

11. 4. Inter-organizational conflict.
conflict is between or
among organizations.
Journal of Management, Vol.21, No.3,1995.

12. 5. International conflict.
conflict between or among
the nations.
Journal of Management, Vol.21, No.3,1995.

13. Conflict cycle
Causes
core process
Effects
Conflict cycle
Journal of Management, Vol.21, No.3,1995.

14. Causes of conflict
There are different causes of conflict like,
1. Individual characteristics.
Personality, values, anger, stress, goals etc.
2. Interpersonal factors.
Distrust of others, misunderstanding etc.
3. Communications.
Dislikes, insults, misunderstandings etc.
Journal of Management, Vol.21, No.3,1995.

15. 4. Behavior.
Low interactions, power struggles.
5. Structure.
Closeness, power imbalance, distributive
relationship etc.
6. Previous interactions.
Past history of conflict, past
failures to reach agreement etc.
7. Issues.
Complex vs simple, multiple vs few, size etc.
Journal of Management, Vol.21, No.3,1995.

16. Effects of conflict
• As a result of conflict we see following
effects.
1. Effects on individual.
Stress, tension, anger,
frustration, feel guilty, low job satisfaction,
Journal of Management, Vol.21, No.3,1995.

17. 2.Effects on interpersonal relationship:
Distrust, misunderstandings, changed attitude towards others.
journal of management, voi.21,No 3,1995

18. Journal of Management, Vol.21, No.3,1995.
3.Effects on Communication.
Change in quality of communication, change in amount
of communication.

19. 4. Effects on Behavior.
Avoid others, try to save face,
aggression, physical force, harm/ injury .
Journal of Management, Vol.21, No.3,1995.

20. 5. Effects on structure.
Stability can increase or decrease,
reduced cooperation , increased focus on
activities and less on individual satisfaction.
6. Issues.
Increasing complexity, increase in no. of
issues etc.
Journal of Management, Vol.21, No.3,1995.

21. Conflict Escalatation
• “Process of increased intensity or worsening
of conflict.”
• Characterized by:
1. Tactics going from light to heavy
2. Proliferation of issues
3. The parties becoming increasingly absorbed
in struggle
Journal of Management, Vol.21, No.3,1995.

22. 4. Goal shifts, from self advancements to
punishing the others.Journal of Management, Vol.21, No.3,1995.

23. Conflict De-escalatation
• “Process of decreased intensity of conflict.”
• This process has received inadequate
theoretical, empirical and practical attention.
• Causes:
1. Shift in goals,
2. A step to cool tensions
3. Fatigue
An indication that one is not evil. Journal of Management, Vol.21,
No.3,1995.

25. Conflict Management
• There are different methods to resolve the
conflict .
1. Thomas killmann method
2. Peaceful conflict resolution
3. Win-win situation
4. Role of third party
5. Ten steps to resolve the conflict

26. Basic principles of conflict resolution
1. Paying attention:
The person and the problem must receive
complete attention
2. Listening:
This requires total focus and concentration
3. Reassurance:

27. Thomas killmann conflict modes
Five distinct styles
1. Avoiding
2. Competing
3. Collaborating
4. Accommodating
5. Compromising
The social science journal
41 (2004) 83-92
.

28. 3. Win-win Situation:
• Set goals that lead to win-win situation for
both the parties in conflict rather than a
victory of one party at the expense of other
• RANA, M.H

29. 4. Role of third party:
Involvement of a third party which can mediate
and resolve the conflict Journal of Management, Vol.21, No.3,1995.

30. 5. Ten steps to resolve conflict:
1. Determine whether conflicted parties are willing
to work toward compromise. If yes, proceed
ahead, if no work on coping strategies.
2. Recognize the common goals and how they will
be accomplished
3. Be inclusive. Encourage all the conflicted parties
to discuss individual concerns (using “I feel”, “I
want”, “I worry about”.
KATHY SITZMAN, MS, RN
VOL.22.NO 5 MAY 2004

31. 4. Provide positive feedback (like “you have good
ideas”).
5. Outline 2 or 3 strategies for compromise and
request the feedback
6. Select a strategy based on realistic compromise
7. Specifically outline and define how the selected
strategy will be implemented.
8. Define how and when the strategy will be
evaluated. Arrange a specific date and time for
evaluation.
KATHY SITZMAN, MS, RN
VOL. 22. NO 5 MAY 2004

32. 9. Clarify that conflict resolution is an ongoing
process and adjustments are inevitable.
10. Offer further mediation as problem arise.
Kathy sitzman,Ms,RN
VOL. 22. NO 5 MAY 2004

33. There are no good guys,
There are no bad guys,
There is only you and me,
And we just disagree.
Dave Mason
Journal of Management, Vol.21, No.3,1995

34. Thank You