CONFLICT CONFLICT MANAGEMENTMANAGEMENT

SITUATION 1SITUATION 1 Two Siblings Two Siblings fighting fighting for a piece of toy.for a piece of toy.

Situation 2Situation 2 Boy: Father, I want a new pair of Shoes.Boy: Father, I want a new pair of Shoes. Father: Sorry Dear, Its not possible, at least now, as it’s the Father: Sorry Dear, Its not possible, at least now, as it’s the

month end.month end. Boy: Don’t make lame excuses. Yesterday u got a new shirt Boy: Don’t make lame excuses. Yesterday u got a new shirt

for yourself.for yourself. Father: But I was given allowance for it.Father: But I was given allowance for it. Son: When your boss can give you money at month end for Son: When your boss can give you money at month end for

buying a shirt, then why can’t you give me money?buying a shirt, then why can’t you give me money? Father: SHUT UP…GO and DO YOUR WORK.Father: SHUT UP…GO and DO YOUR WORK.

SITUATION 3SITUATION 3 Girl: Mom, today I have a party so will be back only by 11 Girl: Mom, today I have a party so will be back only by 11

P.M.P.M. Mom: What…11P.M.? You know you are not allowed to attend Mom: What…11P.M.? You know you are not allowed to attend

late night parties.late night parties. Girl: Father, please ask mother to allow me to attend the Girl: Father, please ask mother to allow me to attend the

party.party. Father: Sorry Dear, but your mother is right.Father: Sorry Dear, but your mother is right. Girl: U BOTH ARE CHEATERS.YOU ALLOW YOUR SON TO Girl: U BOTH ARE CHEATERS.YOU ALLOW YOUR SON TO

ATTEND LATE NIGHT PARTIES BUT DON’T ALLOW ME TO ATTEND LATE NIGHT PARTIES BUT DON’T ALLOW ME TO ATTEND THE PARTIES. ATTEND THE PARTIES. I HATE YOU!I HATE YOU!

SITUATION 4SITUATION 4 Wife: Lets go for the shopping today….I have to buy a sari, Wife: Lets go for the shopping today….I have to buy a sari,

a new neckpiece, few utensils and one shirt for you.a new neckpiece, few utensils and one shirt for you. Husband: No, I don’t want to go for shopping. i m feeling so Husband: No, I don’t want to go for shopping. i m feeling so

tired so today I will have some rest.tired so today I will have some rest. Wife: I KNEW THIS.WHENEVER I TALK OF SHOPPING, YOU Wife: I KNEW THIS.WHENEVER I TALK OF SHOPPING, YOU

START FEELING TIRED.BUT IF I SAY LET’S GO AND MEET START FEELING TIRED.BUT IF I SAY LET’S GO AND MEET YOUR MOTHER THEN YOUR TIREDNESS WILL YOUR MOTHER THEN YOUR TIREDNESS WILL DISAPPEAR.RIGHT…?DISAPPEAR.RIGHT…?

FEELINGS ASSOCIATED WITH FEELINGS ASSOCIATED WITH WORD WORD

CONFLICTCONFLICT DiscomfortDiscomfort FrustrationFrustration Pain Pain AngerAnger SadnessSadness

What is CONFLICT?What is CONFLICT?

A state of disharmony between incompatible A state of disharmony between incompatible or antithetical persons, ideas, or interests; or antithetical persons, ideas, or interests; a clash.a clash.

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TYPES OF CONFLICTSTYPES OF CONFLICTSo Intra-Personal ConflictsIntra-Personal Conflictso Inter-Personal ConflictsInter-Personal Conflictso Intra-Group ConflictsIntra-Group Conflictso Inter-Group ConflictsInter-Group Conflicts

IS CONFLICT ALWAYS BAD?IS CONFLICT ALWAYS BAD?o If the result of a conflict is If the result of a conflict is positive, positive,

Conflict is considered to be good and is Conflict is considered to be good and is called called FunctionalFunctional Conflict.Conflict.

o If the result of the conflict is If the result of the conflict is negative, negative, conflict is considered to be bad and, conflict is considered to be bad and, hence, called as hence, called as Dysfunctional Conflict.Dysfunctional Conflict.

CAUSES OF CONLICTCAUSES OF CONLICT1.1. Perceived Breach of Trust and Faith Perceived Breach of Trust and Faith

between the Individuals.between the Individuals.

2. Unresolved Agreements2. Unresolved Agreements

3. Absence of Proper Communication3. Absence of Proper Communication

4. Ego Problems4. Ego Problems

5. Limited resources5. Limited resources

6. Security 6. Security

7. Differences in Acquired Values7. Differences in Acquired Values

Stages of conflictStages of conflict

Latent conflictLatent conflict Perceived conflictPerceived conflict Felt conflictFelt conflict Manifest conflict Manifest conflict

Approaches to conflict Approaches to conflict resolution resolution

AccommodatingAccommodating CompromisingCompromising Collaborating Collaborating CompetingCompeting

Strategies of conflict Strategies of conflict resolutionresolution

CollaboratingCollaborating - cooperating with the other party to understand their - cooperating with the other party to understand their concerns and expressing your own concerns in an effort to find a concerns and expressing your own concerns in an effort to find a mutually and completely satisfactory solution (win-win). mutually and completely satisfactory solution (win-win). 

Fundamental premiseFundamental premise: Teamwork and cooperation help everyone : Teamwork and cooperation help everyone achieve their goals while also maintaining relationships achieve their goals while also maintaining relationships

Strategic philosophyStrategic philosophy: The process of working through differences : The process of working through differences will lead to creative solutions that will satisfy both parties' concerns will lead to creative solutions that will satisfy both parties' concerns

When to useWhen to use: : When there is a high level of trustWhen there is a high level of trust When you don't want to have full responsibilityWhen you don't want to have full responsibility

DrawbacksDrawbacks:: The process takes lots of time and energyThe process takes lots of time and energy Some may take advantage of other people's trust and openness Some may take advantage of other people's trust and openness

Compromising Compromising - attempting to resolve a conflict by identifying a - attempting to resolve a conflict by identifying a solution that is partially satisfactory to both parties, but solution that is partially satisfactory to both parties, but completely satisfactory to neither.completely satisfactory to neither.

You bend, I bend You bend, I bend

Fundamental premiseFundamental premise: Winning something while losing a little is : Winning something while losing a little is OK OK

Strategic philosophyStrategic philosophy: : Both ends are placed against the middle in Both ends are placed against the middle in an attempt to serve the an attempt to serve the "common good""common good" while ensuring each while ensuring each person can maintain something of their original position person can maintain something of their original position

When to useWhen to use:: When people of equal status are equally committed to goalsWhen people of equal status are equally committed to goals When time can be saved by reaching intermediate settlements on When time can be saved by reaching intermediate settlements on

individual parts of complex issuesindividual parts of complex issues

DrawbacksDrawbacks:: Important values and long-term objectives can be derailed in the Important values and long-term objectives can be derailed in the

processprocess May not work if initial demands are too greatMay not work if initial demands are too great

AccommodatingAccommodating - allowing the other party to satisfy their - allowing the other party to satisfy their concerns while neglecting your own.concerns while neglecting your own.

I lose, you win I lose, you win

Fundamental premiseFundamental premise: : Working toward a common purpose is Working toward a common purpose is more important than any of the peripheral concerns; more important than any of the peripheral concerns;

Strategic philosophyStrategic philosophy: Appease others by downplaying : Appease others by downplaying conflict, thus protecting the relationship conflict, thus protecting the relationship

When to useWhen to use: : When an issue is not as important to you as it is to the other When an issue is not as important to you as it is to the other

personperson When you realize you are wrongWhen you realize you are wrong

DrawbacksDrawbacks: : One's own ideas don't get attentionOne's own ideas don't get attention Credibility and influence can be lostCredibility and influence can be lost

Competing Competing - using formal authority or other power that you possess to satisfy - using formal authority or other power that you possess to satisfy your concerns without regard to the concerns of the party that you are in conflict your concerns without regard to the concerns of the party that you are in conflict with.with.

I win, you lose I win, you lose

Fundamental premiseFundamental premise: Associates : Associates "winning""winning" a conflict with competition a conflict with competition Strategic philosophyStrategic philosophy: When goals are extremely important, one must sometimes : When goals are extremely important, one must sometimes

use power to win use power to win

When to useWhen to use: : When you know you are rightWhen you know you are right When time is short and a quick decision is neededWhen time is short and a quick decision is needed

DrawbacksDrawbacks:: Can escalate conflictCan escalate conflict Losers may retaliateLosers may retaliate

AvoidingAvoiding - not paying attention to the conflict and not taking any action to - not paying attention to the conflict and not taking any action to resolve it.resolve it.

No winners, no losers No winners, no losers

Fundamental premiseFundamental premise: This isn't the right time or place to address this issue : This isn't the right time or place to address this issue Strategic philosophyStrategic philosophy: : Avoids conflict by withdrawing, sidestepping, or Avoids conflict by withdrawing, sidestepping, or

postponing postponing

When to useWhen to use: : When the conflict is small and relationships are at stakeWhen the conflict is small and relationships are at stake When more information is neededWhen more information is needed

DrawbacksDrawbacks: : Important decisions may be made by defaultImportant decisions may be made by default Postponing may make matters worsePostponing may make matters worse

MODEL OF CONFLICT MODEL OF CONFLICT RESOLUTIONRESOLUTION