Unit-5

Conflict Management

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 CONFLICT MANAGEMENT

PREPARED BY :
ARCHANA TIWARI

Jagran Lakecity Business School

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 Conflict..

The process in which one

party perceives that its
interests are being opposed
or negatively affected by
another party

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Process of conflict

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Levels
Jagran and
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Business
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School of conflict
OB_Archana Tiwari_2016
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JOHARI WINDOW
A MODEL of self awareness , personal
development, group development and
understanding relationship

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 JOHARI WINDOW

• The Johari Window model was developed by American psychologists Joseph Luft
and Harry Ingham in the 1950's
• Interestingly, Luft and Ingham called their Johari Window model 'Johari' after
combining their first names, Joe and Harry.
In early publications the word actually appears as 'JoHari'

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JOHARI WINDOW/ DISCLOSURE FEEDBACK MODEL

• The Johari Window model is also referred to as a

'disclosure/feedback model of self awareness', and
by some people an 'information processing tool'.
• The Johari Window soon became a widely used
model for understanding and training self-awareness,
personal development, improving communications,
interpersonal relationships, group dynamics, team
development and inter-group relationships.

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JOHARI WINDOW

• Refers to others and self

Others – other people in the team

Oneself the person subject to johari window analysis

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 JOHARI WINDOW

• The Johari Window actually represents information -

feelings, experience, views, attitudes, skills, intentions,
motivation, etc - within or about a person - in relation to
their group, from four perspectives, which are described
below.

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JOHARI WINDOW – 4 REGIONS
• Open Area -what is known by the person about him/herself and is also
known by others - open self, free area, free self, or 'the arena'

• Blind Area - what is unknown by the person about him/herself but which
others know - blind area, blind self, or 'blind spot'

• Hidden Area - what the person knows about him/herself that others do
not know - hidden area, hidden self, avoided area, avoided self or
'facade'

• Unknown Area -what is unknown by the person about him/herself and is

also unknown by others - unknown area or unknown self

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JOHARI WINDOW PANES

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1st quadrant

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Team Members

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Jagran
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2nd quadrant

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JOHARI WINDOW QUADRANT 3

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JOHARI WINDOW QUADRANT 4

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 JW FOR NEW TEAM MEMBER AND
MEMBER WITHIN SAME TEAM

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Jagran Lakecity Business School OB_Archana Tiwari_2016
 Eric Berne and Transactional Analysis

Transactional Analysis
A unified system of individual and social
psychiatry
Focuses on the individual but also one’s
relationship to others

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 Eric Berne and Transactional Analysis

Transactional Analysis
 People have three ego states: parent, adult, child
 Parent: when a person thinks, feels & behaves
in ways copied from his/her parents
 Child: thinking, feeling, behaving as one did as
a child
 Adult: thoughts, feelings, or behaviors that are
a direct result of current happenings
Key point: people shift in & out of these states

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 The Three Ego States

Parent- “Do as I do”

Child- “What shall I do?”
Adult- “I will be frank with you”
 Biological conditions are irrelevant to these ego
states.
• We shift from one ego state to another in
transactions.
Parent- “Why don’t you prepare a time-table?”
Child- “What is the point when one cannot
follow it?” – Becomes an Adult.
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 Ego Portraits

People have favorite, preferred ego state, depicted by

larger circle in a diagram
Parent Adult Child

P P
P

A
A
A

C
C C

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 Transactional Analysis
Transactional analysis (TA): a method of understanding
behavior in interpersonal dynamics.
The three ego states
Parent
Critical parent
Sympathetic/nurturing parent
Child
Natural child (affectionate playful)
Adapted child
Adult
The three types of transactions
Complementary
Crossed
JagranUlterior
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 Types of Transactions

Complementary Transactions: Appropriate and

Expected Transactions indicating healthy human
relationships.
Communication takes place when transactions are
complementary. A stimulus invites a response; this
response becomes a stimulus inviting further
response and so on.

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 Transactional Analysis Types (I)
Complementary transaction

Supervisor Employee
P P
A A
C C

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 Eric Berne and Transactional Analysis

Transactional Analysis occurs when the ego states

of 2 people interacting is assessed
 Complimentary interaction:
 one person in a nurturing parent ego state
 other person in their adaptive child ego
state

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 Eric Berne and Transactional Analysis

For a leader-follower, the following complementary

transactions could occur:

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 Transactional Analysis Types (II)
Crossed transaction

Supervisor Employee
P P
A A
C C

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 Types of Transactions

Crossed Transaction: This causes most difficulties in

social situations.
“May be, you should improve your study habits”.
“You always find fault with me whatever I do” Parent-
Child interaction.

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 Eric Berne and Transactional Analysis

 Crossed transaction:
 A leader in the adult ego state deals with
 A subordinate who responds from their free child
ego state with somewhat negative, rejecting input
from the leader

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 Eric Berne and Transactional Analysis

For a leader-follower, there are a number of possible

crossed transactions:

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 Transactional Analysis Types (III)
Ulterior transaction

Supervisor Employee
P P
A A
C C

Supervisor Employee
P P
A A
C C

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STROKES

 Reorganization of ones presence by

others.
 Positive
 Negative
 Neutral

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 Sources of Intergroup Conflict

• Competitive reward system

• Task ambiguity
• Task interdependence
• Competition for Resources
• Cultural Differences
• Power Discrepancies

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 Strategies for Resolving Conflict

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