resolving conflits

Presented by:-Presented by:- Anshul GoyalAnshul Goyal

Karan SachdevaKaran Sachdeva Nitin BansalNitin Bansal Rohit KumarRohit Kumar

Presented toProf. Gautam Bansal

ConflictConflict

Conflict exists when individuals who depend on each other express different views, interests, or goals and perceive their views as incompatible or oppositional.

What is Conflict?What is Conflict?

Conflict is not…•Sign of a bad relationship •Negative experience•Mistake •Struggle between right and wrong

Conflict is…•Perceived difference • needs, values and goals

•Part of a relationship•Consequence of• growth • change

• Natural

• Inevitable

• Potentially constructive

Conflict isConflict is

Why Conflict Arises

Type “A” Personality

Vs.

Type “B Personality

Type ”A” PersonalityType ”A” Personality

• Highly Competitive• Strong Personality• Restless when inactive• Seeks Promotion Punctual • Thrives on deadlines• Maybe jobs at once

Type “B” PersonalityType “B” Personality

• Works methodically• Rarely competitive• Enjoys leisure time• Does not anger easily• Does job well but doesn’t

need recognition• Easy-going

• Within an individual • Between two individuals• Within a team of individuals• Between two or more teams within an organization

Types of ConflictTypes of Conflict

Types of ConflictTypes of Conflict

Being late to work…

Types of ConflictTypes of Conflict

Personal phone usage at work… Minor Conflict

Types of ConflictTypes of Conflict

Personal phone usage at work… Major Conflict!

Types of ConflictTypes of Conflict

Fighting in the workplace…

• Conflict of aims- different goals• Conflict of ideas- different interpretations• Conflict of attitudes - different opinions• Conflict of behavior- different behaviors are unacceptable

Causes of conflict Causes of conflict

Sources of ConflictSources of Conflict

• Fear• Dishonesty • Boundaries• Negligence• Need to be right• Miscommunication

• Mishandling conflict in the past

• Hidden agenda• Revenge• Fighting the “last war”

Levels and TypesLevels and Typesof Conflictof Conflict

Individual

Group

Organization

Type of conflictLevel of conflict

Within and between organizations

Within and between groups

Within and between individuals

Types of ConflictTypes of Conflict

Intrapersonal Interpersonal

Intragroup Intergroup

• Conflict of aims- different goals• Conflict of ideas- different interpretations• Conflict of attitudes - different opinions• Conflict of behavior- different behaviors are unacceptable

Causes of conflict Causes of conflict

Personalities who cause Personalities who cause conflictconflict

• Aggressor• Passive• Absentee• Error prone• Negative attitude• Chatterbox• Do nothing

Personalities who cause Personalities who cause conflictconflict

• Unreliable• Time waster• Resentful person

A -What do you want to Ask the person to do?

WAC methodWAC method

What’s bothering you?

Check in to see if what you’ve asked for can happen

• Time consuming • Disrupts progress/ problem solving• Detracts from job at hand • Keeps people apart; if unresolved • Poor quality, lowers productivity• Reduces team effectiveness

Disadvantages of ConflictDisadvantages of Conflict

• Attack the problem not the person: • Define the problem • Explore each person's perception of the problem • Try to understand and respect each point of view without

judging

CONFLICT RESOLUTION CONFLICT RESOLUTION

TECHNIQUESTECHNIQUES

• Concentrate on interests, not positions • The position is the outcome you are interested in

getting • The interest is why you want that outcome

• Come up with options in which both sides can win (Win-Win options)

• Cooperate together to solve the problem fairly • A fair solution respects the interests of both sides

Cont.Cont.

• PROBLEM SOLVING• FACE TO FACE MEETING OF CONFLICTING PARTIES.• SUPERORDINATE GOALS• CREATING A SHARED GOAL.

• EXPANSION OF RESOURCES• WHEN A CONFLICT IS CAUSED BY SCARCITY OF A RESOURCE –

EXPANSION OF RESOURCES CAN CREATE A WIN-WIN SOLUTION.

• Overview• Lose-lose methods: parties to the conflict episode do not

get what they want• Win-lose methods: one party a clear winner; other party a

clear loser• Win-win methods: each party to the conflict episode gets

what he or she wants

Reducing ConflictReducing Conflict

• Lose-lose methods• Avoidance• Compromise• Similarities

Reducing Conflict (cont.)Reducing Conflict (cont.)

• Win-lose methods• Dominance• Authoritative command: • Majority rule

Reducing Conflict (Cont.)Reducing Conflict (Cont.)

• Win-win methods• Problem solving• Integration• Superordinate goal

Reducing Conflict (Cont.)Reducing Conflict (Cont.)

• Summary• Lose-lose methods: compromise• Win-lose methods: dominance• Win-win methods: problem solving

Reducing Conflict (Cont.)Reducing Conflict (Cont.)

• Identify and clearly define the real problem.• Brainstorm solutions.• Evaluate the solutions.• Choose the best win/win solution.• Implement this solution.• Choose a follow up date to evaluate.• Celebrate your success!

The Seven Steps to Effective The Seven Steps to Effective Conflict Resolution Conflict Resolution