CONFLICT AND CONFLICT

MANAGEMENT
BY: AMJAD ISLAM
 DEFINITION OF CONFLICT

“ A process that begins when one party

perceives that another party has
negatively affected, or is about to
negatively affect, something the first
party cares about”
 TYPES

Interpersonal v/s Intrapersonal

Myths:
• Conflict is only at work.
• Conflict is dysfunctional in the workplace.
• Conflict represents a communication
breakdown.
• If avoided, conflict will eventually go away.
• Conflict always results in a winner and a loser.
Truths:
• Conflict will occur
 42% of leader’s time

• Communication is a must
 Don’t stop talking until a solution is
reached
Truths continued:
• Conflict can help build relationships
• Conflict can be a motivator for change
• Most conflicts can be managed
• Most people deal with conflict by…
 Fight or Flight
CIRCLE OF CONFLICT BY GARY FURLONG
FUNCTIONAL VS. DYSFUNCTIONAL
CONFLICT MANAGEMENT STYLES

EXHIBIT 14-2
• Competition (unilateral decision making)

 Emergency situations
 Decisive action
 Implementing unpopular change
 When other methods fail
• Accommodation (allowing the other side to win)
 Preserving the relationship vs arguing
the issue
 When the issue is more important to the
other person
 When you want others to express their
own point of view
 When you want others to learn by their
own choices
• Avoidance (decision to not handle)

 If others can resolve conflict more

effectively
 If both parties see the issue as minor
 If additional time is required
 If both parties need a cooling off period
• Compromise
 To reach agreement when both sides have
equal power
 To find common ground when both
parties have competing goals
 To achieve a temporary settlement on a
complex issue
 To reach a solution due to time pressures
• Collaboration (through team input)

 Merging experiences from people

having different backgrounds
 Being creative to explore solutions
 Looking for solutions where there
may not be much conflict
WHICH CONFLICT MANAGEMENT STYLE
IS THE BEST?
 WHICH CONFLICT STYLE IS
BEST?
• Use avoidance
• When an issue is trivial
• To temporarily delay, allow
emotions to cool
• Use accommodation
• When you find you
are wrong
• As a favor, build relationship
• Use competition
• When quick, decisive action vital
• When don’t trust opponent
• Use compromise
• When goals are important but
not worth the effort/disruption
of more assertive approach
• Use collaboration
• When concerns are too
important to be compromised
• When objective is to merge
insights, gain commitment
• When have the time