conflict management using communication skills

subtitle

Business Communication skills &

Conflict management

Created byAshish Chugh

…The question is of living. Survival is just a normal virtue...

Ericsson Internal | 2015-03-11 | Page 2

How do I communicate?

Direct

TalkEyes

Broad-cast

Intuition

EmailApps

Voice

-mail

Indirect talk

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Communication styles

Aggressive

Traits

• Violent style

• Others' rights, expectations

and feelings does not matter

• Superiority Complex

• Loud Voice

• Staring, narrow eyes, Tense,

clenched fists

• Guilt, Anger from others,

Lowered self esteem

• Disrespect from others,

Feared by others

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Communication styles

Passive

Traits

• Driven through passive thinking

• Pleasing others

• Your rights does not matter to you

• Inferiority complex.

• Apologetic, Feeling blame, Overly

soft and admitting

• Looking down or away, Stooped

posture, Excessive head nodding

• Lowered Self esteem, Anger at self,

Pitied by others

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Communication styles

Aggressive Passive

Assertive

With Respect. Without Fear.

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Conflict Management

1. What is a conflict?2. How it arises?3. What are its benefits/Demerits?4. How it can be resolved?5. Who will resolve them?

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The Conflict- Types

Cognitive

Directed at the Issue…

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The Conflict- Types

Affective

Directed at the Individuals…

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Exercise- Question

A

B

Affective Conflict

Cognitive Conflict An argument starts when Linda tells

Helen that she’s being unfair.

Jerry objects how Ravi has allocated

project’s resources.

Deep and Phil Argue when he says he’s

being foolish to think her idea will work.

Dave thinks Julia’s idea to change the

is impractical. She disputes it.

Megha accuses Janak of unreasonable

behavior, and he denies it.

Source: Skill-soft training module.

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Exercise- Answers

A

B

Affective Conflict

Cognitive Conflict An argument starts when Linda tells

Helen that she’s being unfair.

Jerry objects how Ravi has allocated

project’s resources.

Deep and Phil Argue when he says he’s

being foolish to think her idea will work.

Dave thinks Julia’s idea to change the

is impractical. She disputes it.

Megha accuses Janak of unreasonable

behavior, and he denies it.

A

A

A

B

B

Source: Skill-soft training module.

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Keeping Conflict Constructive

Empathy Issue

Interests Future

It takes two to argue.

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1. What is a conflict?2. How it arises?3. What are its benefits/Demerits?4. How it can be resolved?5. Who will resolve them?

Conflict Management

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Sources of Conflict

• Change

• Competition

• Ineffective

Communication

People are naturally territorial, and will defend what they see

as their domain.

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Sources of Conflict

• Change

• Competition

• Ineffective

Communication

Own interests do NOT matter. Never forget the ultimate goal

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Sources of Conflict

• Change

• Competition

• Ineffective

Communication

Words leads to misinterpretation. Generates a pseudo conflict.

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Exercise- Learning Aid

Source: Skill-soft training module.

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Exercise- Questions

A Change is the source of

B Competition is the source of

C Communication is the source of

…conflict between Carol and Lorraine

…conflict between Simon and Penny

…conflict between Sam and Mark

Source: Skill-soft training module.

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Exercise- Answers

A Change is the source of

B Competition is the source of

C Communication is the source of

…conflict between Carol and Lorraine

…conflict between Simon and Penny

…conflict between Sam and Mark

A

C

B

Source: Skill-soft training module.

Ericsson Internal | 2015-03-11 | Page 19

Conflict Management

1. What is a conflict?2. How it arises?3. What are its benefits/Demerits?4. How it can be resolved?5. Who will resolve them?

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› You can’t prevent it but you can do something about it to..

–Resolve

–Reduce

–Encourage

Effect of Conflicts

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› You can’t prevent it but you can do something about it to..

–Resolve

–Reduce

–Encourage

›The Cognitive Conflict

Effect of Conflicts

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Little Cognitive conflict?

Hierarchy

Company Culture

Individuals

Unspoken Rule

Negative belief

Dominant Figure

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Exercise

Source: Skill-soft training module.

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Exercise- Questions

A

B

Too much cognitive conflict precipitated

Too little cognitive conflict precipitated

Keisha and Paul’s discussion

The errors in Sally and Darren’s

department

Miles’ Problem

Source: Skill-soft training module.

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Exercise- Solutions

A

B

Too much cognitive conflict precipitated

Too little cognitive conflict precipitated

Keisha and Paul’s discussion

The errors in Sally and Darren’s

department

Miles’ Problem

B

A

B

Source: Skill-soft training module.

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Conflict Management

1. What is a conflict?2. How it arises?3. What are its benefits/Demerits?4. How it can be resolved?5. Who will resolve them?

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Negotiation Mediation

Arbitration

Conflict Resolution

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› Avoidance

› Accommodation

› Compromise

› Collaboration

› Aggression

Negotiation Strategies

“Nothing astonishes men so much

as common sense and plain dealing.”

-Ralph Waldo

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› Factors of effective confrontation

–Assertive

–Specific

–Current

-by constructive confrontation

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-by constructive confrontation

Describe

Describe your observations

Explain

Explain the impact the behavior is causing.

Expect

Outline your specific requirements/ Expectations

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Setting the ground rules

Hearing the story

Identify the real issues

Participants communicate their feelings

They identify the solutions

The agree on solutions

Mediation- The Process

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Roles of Mediator

Facilitator Translator Clarifier Catalyst

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Conflict Management

1. What is a conflict?2. How it arises?3. What are its benefits/Demerits?4. How it can be resolved?5. Who will resolve them?

Ericsson Internal | 2015-03-11 | Page 34

Questions??