CONFLICT

MANAGEMENT
Author : Nitesh Gupta
Mode : ZOOM – ONLINE PORTAL
Date : 14TH AUG’2021
Time : 4 to 5:30pm
Company : Dios Lifesciences
Participants : ABM’s and Above
Location : Variable
Copy Right : Not to be duplicated or to be misused in any form
 •Disclaimer
• The content in the slides is absolutely based on my understanding about
the subject and has no influence of any one on its design
• Duplication of the content in any form is to be strictly prohibited
• Images used to explain the subject is adopted from google images
• You have the full right to disagree on any of the point mentioned in the
slides
• Examples personified in the slides have no link to any person or a group
of people
• This ppt is highly confidential so any adaptation of the content is to be
restrained
Conflict Management
Working together isn’t
always easy
When you hear the word . . .

CONFLICT

What do you think and

what images come to
you . . .
Symptoms Of Conflict

 Tensions.
 No desire to
communicate.
 Work not done properly.
 Disastrous meetings.
 Anger occurs quickly and
easily.
Symptoms Of Conflict

 Failing productivity.
 Slipping morale.
 A bsenteeism
 . Accidents.
 Escalating costs.
 Slamming doors.
 Shouting.
 Bad times.
Symptoms Of Conflict

 The employee (or employees)

involved display no desire to
communicate.
 Bad tempers are evident.
 Productivity is falling.
 Morale is slipping.
What is conflict?

How would you

describe it?
https://www.youtube.com/
watch?
v=QLbGHQo4qnA&ab_channel=L
itmosHeroes
What is conflict?
Dictionary definition:
– disagreement, struggle,
fight, incompatible
Causes of conflict
• Misunderstanding
• Personality clashes
• Competition for resources
• Authority issues
• Lack of cooperation
• Differences over methods or style
• Low performance
• Value or goal differences
Types of Conflict
⚫ Opposition and Support
Life Positions
Attitude toward Oneself

Positive
I’m OK — I’m OK —
You’re not OK You’re OK

Negative I’m not OK — I’m not OK —

You’re not You’re OK
OK

Negative Positive

Attitude toward Others

 CONFLICT: CONSTRUCTIVE VS DESTRUCTIVE

The Value of Conflict

Conflict is destructive when it:

⚫ Diverts energy from more important issues and tasks.

⚫ Deepens differences in values.
⚫ Polarizes groups so that cooperation is reduced.
⚫ Destroys the morale of people or reinforces poor self-
concepts.
The Value of Conflict

Conflict is constructive when it:

⚫ Opens up issues of importance, resulting in issue

clarification.
⚫ Helps build cohesiveness as people learn more about each
other.
⚫ Causes reassessment by allowing for examination of
procedures or actions.
⚫ Increases individual involvement.
Conflict Continuum
I win, you lose (competition—A)
I lose or give in (accommodate—B)
We both get something (compromise—C)
We both “win”(collaborate—D)
A B C D

20
Conflict Management Styles
Passive I’m Assertive
behavior not OK — I’m OK —
You’re OK You’re OK behavior

High concern Accommodating Collaborating

for others’ style style
needs

Compromising
style

Aggressive
Avoiding Forcing behavior
style style

Low concern I’m High concern

for others’ not OK — for own I’m OK —
needs needs
You’re not OK You’re not OK
Effects of conflict on Business:
 •Good
Consequences
of Conflict
Lack of conflict is a sign of over conformity.
It is unhealthy when there is no conflict
You need
diversity
of opinion
It forces people to clarify their
views
It can
produce
constructive
social change
It gives people the opportunity to
test their capacities
•development of group and
organization cohesion
 •Bad
Consequences
of Conflict
Violence
breakdown of relationships
polarization of views into static positions
A breakdown of
collaborative ventures
 destruction of
communication
The cost of conflict
• Relationship costs
The cost of conflict
• Costs to the individual
 The cost of conflict

• Costs to the company

 Main
sources of
conflict
• The aggressive
or competitive
behaviour of
human beings
Main sources of conflict
• Competition for limited resources
Main sources of conflict
• Frustration
Main sources of conflict
•The
Intr
o
duc
tion
of
Main sources of conflict

• Clashes between values and interest

Main sources of conflict
• Cultural influences
Main sources of conflict
• Misinformation, assumptions and
expectations
Main sources of conflict

• Role and status issues

Main sources of conflict

• Mind games
Main sources of conflict
• Triggers.
 How can conflict be
managed successfully?
 Strategies to
Resolve
• Assume you do not have all the
Conflicts
answers.
• Ask questions to understand
the other person(s).
• Be prepared to compromise or
make a deal.
 Active listening
• Really listen to what they are saying
• Focus your attention on them
• Use non-verbal cues (e.g. nodding
the head)
• Paraphrase what they have said, to
show that you have understood.
 Empathy
• It works because it
acknowledges people’s
feelings

– Try to put yourself in their shoes

– Acknowledge their feelings
– Step alongside them, try to see things
from their point of view
Outcomes of conflict

Lose – lose
Win –
lose Win -
win
Resolving the Conflict

Looking for a win-win

 How can conflict be
managed successfully?
Win-win conflict.
Both parties achieve their
desires.
Collaboration or problem solving
are forms of win-win conflict.
Reaching win-win
To Achieve Win/Win
Results
Gain participation from
everyone involved in the
conflict.
State the reason to work on a
solution.
https://www.youtube.com/
watch?
v=QyXFirOUeUk&ab_channel=
KPRSchools
 Breaking the Conflict Loop
If we want to break the Negative conflict loop, we must be able to:

BE AWARE

BE BE
POSITIVE WILLING
BREAK THE
CONFLICT
LOOP
BE AN
BE OPEN
EFFECTIVE
TO LEARN
LISTENER
BE ABLE
TO
SUPPORT
Some Tips for Managing Workplace Conflict

⚫ Build good relationships before conflict occurs

⚫ Do not let small problems escalate; deal with them as they
arise
⚫ Respect differences
⚫ Listen to others’ perspectives on the conflict situation
⚫ Acknowledge feelings before focussing on facts
⚫ Focus on solving problems, not changing people
⚫ If you can’t resolve the problem, turn to someone who can
help
⚫ Remember to adapt your style to the situation and persons
involved
65
Steps for Positive Resolution

When the following conditions are in place, the likelihood of

a positive resolution increases:
⚫ Commitment to find a resolution that is mutually beneficial.
⚫ Trust.
⚫ Frame of mind that there is more than one way to look at the
issues.
⚫ Belief that a solution exists.
⚫ Commitment to stay in the communication process.
We made
it!