CONFLICT MANAGEMENT

COMPREHENSIVE
REVISION For 3RD SEM BBA
Dr. Abhishek Venkteshwar
D.Lit. , Ph.D., M.Phil (Gold Medalist), UGC-KSET, C.UT (Australia), AL-DoE (U.K),MBA (Gold Medalist), PGDHE , B.Sc (Hons-U.K)
Certified in University Teaching by Harvard University, IIM-B, Yale University and ISB.
Course Facilitator 1
Paper Pattern
Section Marks No of questions Marks

A 1 10 out of 10 10

B 2 7 out of 9 14

C 4 4 out of 7 16

D 5 6 out of 9 30

TOTAL 70

Dr. Abhishek Venkteshwar

2
 2 MARKS 4 MARKS 5 MARKS
1 MARK
1 sentence or Header : Header: Header:
word Definition / Introduction: Introduction:
meaning or Small Diagram ( If Diagrammatic
Features and possible) Representation
Example Brief Explanation Theoretical
Minimum: 4 in Points Framework
sentences Examples Explanation of
Maximum : ½ Minimum : 1 side points in depth
page Maximum : 2 Examples
sides Research
evidence
Minimum :1 side
Maximum : 2
sides
Dr. Abhishek Venkteshwar 3
CONFLICT
MANAGEMENT
“ ╸ Peace is not absence of
conflict, it is the ability to
handle conflict by peaceful
means.
╸ Ronald Reagan

5
Theory-Sode 1
GAME THEORY
 GAME
Theory
╸ Any time we have a situation with two or more
players that involve known payouts or quantifiable
consequences, we can use game theory to help
determine the most likely outcomes

7
8

GAME THEORY
Any time we have a situation
with two or more players that
involve known payouts or
quantifiable consequences, we
can use game theory to help
The Prisoner's determine the most likely
Dilemma outcomes
GAME
THEORY Dictator Game

Volunteer’s
Dilemma
9

The Prisoner's
Dilemma

GAME Dictator
THEORY Game

Volunteer’s
Dilemma
10

The Prisoner's
Dilemma

GAME Dictator
THEORY Game

Volunteer’s
Dilemma
11

In a volunteer’s dilemma,
someone has to undertake a
chore or job for the common
good. The worst possible
outcome is realized if nobody
The Prisoner's volunteers.
For example, consider a
company in which accounting
fraud is rampant, though top
management is unaware of it.

Dilemma Some junior employees in the

accounting department are
But if nobody volunteers, the
aware of the fraud but hesitate
large-scale fraud may result in
GAME Dictator Game
to tell top
management because it would
the company’s
eventual bankruptcy and the
THEORY result in the employees
involved in the fraud being fired
loss of everyone’s jobs.
and most likely prosecuted.

Volunteer’s
Dilemma
Conflicts

We are here

╸ Conflict is defined as a clash between individuals arising out of a

difference in thought process, attitudes, understanding, interests,
requirements and even sometimes perceptions.
╸ A conflict results in heated arguments, physical abuses and definitely
loss of peace and harmony.
12
TYPES OF CONFLICT

13
Theory-sode 2
CONFLICT ASSESSMENT
“
╸ A conflict assessment is a process of ANALYSING the current
SITUATION in order to understand the CAUSES and dynamics of
the conflict.
CONFLICT MAPPING

REPORT WRITING

PROCESS DESIGN
ANALYSIS

INFORMATION GATHERING
INTRODUCTION

15
“

16
17
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19
Theory-sode 3
NON-VERBAL
COMMUNICATION IN CONFLICT
 EYE CONTACT – READING EYE MOVEMENTS
╸ Looking Straight Ahead

╸ Looking up and the left

Looking To The Left

Looking To The Right And Up

Looking Up Looking Down

Eye Contact

╸ Asian Countries – Avoiding eye contact

╸ Latin and North America – Consider eye contact
╸ Ghana – An Act of Defiance

Posture
• Slouching in Taiwan –
disrespectful
• America / Argentina -
standing with hands on the
hips
• Arab countries - sitting with
the foot resting on the
opposite knee
PARALANGUAGE
Accent, Pitch Range, Volume and Articulation

•Britain – Volume – Anger

• India – Volume – Command
Attention
• Greek – Silence – Refuse
• Asia – Silence – Acceptance
Series 3

WAR OF
LANGUAGES
25

CONFLICT OF LANGUAGES
Bangalore’s METRO
27
28
29
30
Series 4

CHINA AND HUMAN

RIGHTS
Webisode 10
CHINA VS CHINA
33

DIRTY SECRETS OF CHINA

34

TAIWAN(REPUBLIC OF CHINA)-1945
35
36

ATTEMPT TO FREEDOM-1989
Webisode 12
CHINA VS HONGKONG
38

CHINA VS HONGKONG
 HONGKONG SNATCHED FROM
CHINA-1842
╸ Qing dynasty ceded Hong Kong to the British Empire in 1842 through the
treaty of Nanjing, ending the First Opium War.
40
HONGKONG RETURNED TO CHINA-1997,
BUT PROMISED 50 YEARS OF AUTONOMY
41

CHINA VS HONGKONG
Series 5

EXTREMISTS AND
HUMAN RIGHTS
43
44
45
46
47
48
49
Theory-sode 4
ASSESSMENT IN CONFLICT SITUATIONS & CRISIS ANALYSIS
AND RESPONSE IN
CONFLICT SITUATIONS
Process
Precepitating Point Or Hot Button

DYNAMIC CONFLICT MODEL

Constructive
Task Focused Conflict Conflict De-escalate
Response

Person Focused
Destructive Response Conflict Escalates
Conflict
How to address conflict in the workplace: the conflict management
system?

TRAINING THIRD-PARTY SUPPORTIVE

INTERVENTION INFRASTRUCTURE
• Conflict Coaching • Budgeting
• Conflict Awareness Training • Conciliation • Values in alignment with the
• Communications Training • Neutral Conflict Resolving Organization
• Negotiation Training Sessions • Administrative Centre
• Manager Awareness • Facilitation • Incentives
54
LAW

57
Theory-sode 5
ANGER MANAGEMENT AND EMOTIONAL INTEIGENCE
 Self-
Aggressive
injurious

Non-person
Stereotyped
Directed
 Complainers
Snipers Exploders
Sherman Tank The complainer is
They use rude Loud and disruptive
comments, biting someone who finds
Tend to if they don’t get fault in everything.
intimidate others sarcasm, or a well- their own way. of
timed roll of the Sometimes they do
because of their rage-fuelling attacks have a real
aggressive and eyes. Making you which seem barely
look foolish is complaint, but rarely
hostile attitude under do they want to find
the Sniper's speci control.
alty. a way to fix the
problem.

The silent
unresponsive and The negativist
the quiet ones The super agreeable The know-all
Deals with any a personality that have an
disagreeable always reasonable, not only disagrees overwhelming
situation by shutting sincere, and with any cumulative need to be
down. display such supportive to your suggestions in a recognised for their
body language as face. feel an almost group situation, but intellectual ability.
staring, desperate need to also is the first to They appear so
glaring, frowning, or be liked by criticise group certain they are
folded arms everybody. progress. right, it seems
pointless to argue.
 Emotional Intelligence

Emotional Intelligence - Daniel Goleman

╸ Goleman argued that it was not cognitive intelligence
that guaranteed business success but emotional
intelligence.
╸ He described emotionally intelligent people as those
with four characteristics:
Self-awareness Self –
They were good Management
at understanding They were good
their own at managing their
emotions emotions

Social
Awareness Social Skills
They were They were good
empathetic to the at handling other
emotional drives people’s emotions
of other people
Vaaland’s Improvement Model

identify

STEP 1
the
issues a

STEP 2
that are collecti
the on of Make

STEP 3
source assess the
ment particip proces

STEP 4
for the
criteria ants s of
conflict
that realize balanci
links and get ng and
the a view to
conflict of what expose
to has to the
destruc be reason
tive done to s for
effects develo the
on the p the issues
relation relation and to
ships ship. reach
within two
the recipro
team. cally
objectiv
es.
Webisode 19
PADMANABHASWAMY
TEMPLE
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Theory-sode 6
NEGOTIATION AND POWER
 Negotiation is a method by which people settle differences. It is a

NEGOTIATION
process by which compromise or agreement is reached while
avoiding argument and dispute.

To Crack
deals
Cheaper Supply
Better Chain
output
Better profits
Good working
environment Rise in
income

Business
Preparation
Negotiations

Discussion

Clarifying goals

Agreement

Implementing Course of Action

Positive Psychology Psychodynamics
Help clients
Increase the
identify and
client’s experience
develop their The unconscious is
of positive
strengths and Childhood
emotions one of the most
unique talents experiences greatly
powerful affects on
affect emotions and
behavior and
behavior as adults.
Enhance the
Build a sense of emotion.
client’s goal-
hope into the
setting and goal-
client’s perspective
striving abilities
Various conflicts
The ego, and super-
throughout childhood
Cultivate the ego make up
Nurture a sense of development shape
client’s sense of
gratitude in the personality.
happiness and overall personality.
client
well-being

Help the client

Encourage the
build and maintain
client to maintain
healthy, positive
an optimistic
relationships with
outlook
others