CONFLICT RESOLUTION

CONDUCTED BY PRIME ONLINE

Concepts

• What is Conflict?
• The Bright side of Conflict.
• The Dark side of Conflict.
• Conflict Management and Conflict Resolution
What is Conflict?

• A state of incompatibility of ideas between two or more

parties or individuals
• Conflict arises when two or more values, perspectives and
opinions are contradictory and have not been reconciled.
The Bright side of Conflict

• Gets issues raised and addresses them.

• Energizes the workplace.

• Eradicates complacency.

• Helps people to be ‘real’.

• Helps people to learn how to recognize and benefit from

their differences.
The Dark side of Conflict

• Induces Stress.

• Causes absenteeism.

• Induces turnover.

• Causes de-motivation.

• Reduces productivity.
Conflict Management and Conflict Resolution

• Management is the long-term maintenance of a seemingly

unsolvable conflict situation while trying to avoid escalation
and preserve harmony.

• Resolution is successful address of a conflict situation with

a solution of interest to all parties involved.
Causes of Conflict

• What are the principal causes of Conflict in the

workplace?
Professional Factors

• Professional jealousy.
• Clash of interests.
• Incompetence.
• Pressure of deadline.
• Poorly defined goals.
• Lack of role clarity, proper job description.
• De motivation.
Personal Factors

• Differing perceptions.
• Personal incompatibility.
• Ego hassles.
• Emotional immaturity.
Preempting Conflict

• Personal Compatibility.
• Tact.
• Emotional Maturity.
Personal Compatibility

• FIRO-B.
• Feedback.
• Group Task.
FIRO-B

• Fundamental Interpersonal Relationships Oriented

Behaviour.
Behavioural Dimensions

• Inclusion
• Control
• Affection
Each of the above three dimensions in human beings can either be
 Expressed, or
 Wanted
 Needs

Inclusion Control Affection

Expressed Expressed Expressed Control Expressed
Behavior Inclusion Affection
Wanted Wanted Inclusion Wanted Control Wanted Affection
Behavior
 The Score-Matrix

Inclusion Control Affection

Expressed eI (0-9) eC (0-9) eA (0-9) Total Expressed
Needs Behaviour = (0-
27)
Wanted Needs wI (0-9) wC (0-9) wA (0-9) Total Wanted
Behaviour = (0-
27)
Total need Total Total need Total Interpersonal
for need for for needs score = (0-
Inclusion= Control= Affection= 54)
(0-18) (0-18) (0-18)
 Significance of the scores

Scores Type Occurrence

0/1 Very Low Behaviour described is very rarely seen.
2/3 Low Behaviour is not a noticeable characteristic.
4/5 Moderate Person may show a tendency for such behaviour
6/7 High Behaviour is very noticeable in the person.
8/9 Very High Behaviour is a strong characteristic of the person.
 Impression Created

High Impression Low Impression

eI Engaging, connected, fair, eI Difficult to know, isolated,
social quiet
wI Center of attention, wI Private, selective, low-
humorous, light-hearted profile
eC Structured, confident, eC Easy-going, flexible,
high-strung, intense disorganized
wC Demanding, dependent, wC Confrontational,
responsive, critical independent, difficult
eA Warm, reassuring, open, eA Aloof, tentative, rational,
intimate business-like
wA Approachable, sensitive, wA Distant, cautious, tough,
considerate intimidating
 Positive Matches

High Expressed Inclusion High Wanted Inclusion

Low Expressed Inclusion Low Wanted Inclusion
High Expressed Control High Wanted Control
Low Expressed Control Low Wanted Control
High Expressed Affection High Wanted Affection
Low Expressed Affection Low Wanted Affection
 Negative Matches

High Expressed Inclusion Low Wanted Inclusion

Low Expressed Inclusion High Wanted Inclusion
High Expressed Control Low Wanted Control
Low Expressed Control High Wanted Control
High Expressed Affection Low Wanted Affection
Low Expressed Affection High Wanted Affection
Tact

• Suggestions.
• Handling situations.
Suggestions

• Avoid negative criticism.

• Use praise.
• Use force only as the last resort.
• Avoid being too straight forward in delicate situations.
Handling Situations

• Saying ‘No’.
• Criticizing people.
Golden Rules – Saying No

• Avoid using the word ‘No’.

• Empathize/ Recognize.
• Explain inability.
• Offer alternatives if possible.
• Repeat 2 – 4 (till subject withdraws) .
Golden Rules- Criticizing

• Speak in private.
• Praise first.
• Criticize later, exercising restraint.
Emotional Maturity

• Concepts.
• Combating Negative Emotions.
What is Emotion?

• Emotion is made out of the root verb “motere”, which in Latin

means to move. The prefix e connotes “move away” suggesting
that a tendency to act is implicit in every emotion.
• Emotion means an impulse to act.
Managing Emotions

• Give me that man that is not passion’s slave and I will wear
him in my heart’s core …. (Shakespeare – Hamlet)

• The goal is balance, not emotional suppression. When emotions

are too muted they create dullness…. when out of control they
become pathological as in ….raging anger.
Combating Negative Emotions

• Comparing with worse situations.

• Games and Exercises.
• Associating with people with positive emotions.
• Small victories.
• Distraction.
• Cognitive Reframing.
Handling Conflict

• Conflict Management Techniques.

Conflict Management Techniques

• Avoiding (Stay away, No Winners- No Losers)

• Accommodating (Maintain harmony, I Lose- You Win)
• Competing (Confront, I Win-You Lose)
• Collaborating (Work together, I Win- You Win)
• Compromising (Let go of some, You Bend- I Bend)
The Symbols

• Owl • Collaborating
• Shark • Competing
• Fox • Compromising
• Teddy Bear • Accommodating
• Turtle • Avoiding