IILM –Academy of Higher

Learning

CONFLICT MANAGEMENT

Dr. Priyanka Sharma (Chotia)

Dr. Urvika Mathur
 OBJECTIVES

• What is Conflict?
• Causes of Conflict
• Costs of Conflict to a Company
• Types of Conflict Management
• Cases
 What is Conflict?

•Differences and opposition in opinion

between two or more people.
•These differences are often caused by
struggles over goals, motives, values,
ideas and resources.
 THE POSITIVE SIDE OF CONFLICT

• Conflict can teach us to make the most of each

situation and use it as a learning opportunity or
a leadership opportunity.

• One can also use it as an opportunity to

transform the situation into something better.
 CAUSES OF CONFLICT
• Poor communication.
• Both parties believe they are right.
• Not being able to admit to being
wrong.
• Personality Clashes
• Unclear Goals
• No recognition
• Not being the role model (Practice what you
preach)
• Inaccessibility of the leader
• Change without consultation
• Be a leader, not a BOSS
 Costs of Conflict to a Company
Stress, frustration, and anxiety
Loss of sleep
Strained relationships
Grievances and litigation
Employee turnover
Loss of productivity
Increased client complaints
Absenteeism
Injury and accidents
WAYS TO MANAGE CONFLICT
 Competing/Fighting
•Includes power orientation, wins
at the expense of other party
•Standing up and defending a
position, forcing style
•Loss of Productivity
•I Win / You Lose
Accommodating/Yielding
•Neglect their own concerns to satisfy
concerns of others
•One party ignores issues to create
healthy relationship and are selflessly
generous
•Loss of productivity
•I Lose / You Win
 Avoiding
•Weakens interpersonal relationships,
in short term creates some space but not
good in long term
•Acceptance of disagreement, does not
resolve
•Loss of productivity
•I Lose / You Lose
 Collaborating
•Assert their views as well as listens
to views of others
•Identify concerns of conflict,
welcomes ideas
•Increases productivity
•I Win / You Win
 Compromise
• Where each party is ready to sacrifice on
something
• It is more of settled resolution and not the
optimal resolution
• Such method is effective when the parties
have options
• I Lose / You Lose
 How to prevent conflicts
• Maintain Equity
• Listen carefully and patiently
• Allow your team to express openly without any
hesitation
• Sharing objectives
• Having a clear and detailed job description
• Distributing task fairly
• Never criticize team members publicly
• Always be fair and just with your team
• Be a role model
Conflicts if handled properly allow us to
confront conflict positively and
constructively, and provides for a
resolution that is not only successful, but
also effective. This method ensures the
conflict will end with a true win-win
resolution!
THANK YOU