conflict management slides (1) (1)

7/28/2019 Conflict Management Slides (1) (1)

1/35

TRAINING & DEVELOPMENT

SESSION: For our future Leaders1

F a c i l i t a t e d b y :

P r i y a S i v a r a m a n ( 1 0 3 )

I s h a n A d l a k h a ( 1 3 6 )

P r a k r i t i N a u t i y a l ( 1 5 4 )

A b d u r R a h m a n ( 1 5 8 )


2/35

Lets together Break the ICE


3/35

Conflict

Management


4/35

4

Conflict is

A normal, inescapable part of life. A periodic occurrence in any relationship.

An opportunity to understand opposing preferences and

values.


5/35

I once had a conflict...


6/35

The Conflict Triangle6

Behaviour

Attitude

Context

statements, offences,

insults, attacks, etc.

prejudices,believes,

perceptions,

feelings

political, cultural,economical,

historical

background


7/35

Role Play.7


8/35

Use cognitive conflict

Disagreement about

ideas and approaches

Issue focused, not

personal

Characteristic of high

performing groups

8


9/35

Avoid affective conflict9

Personal antagonism

fueled by differencesof opinion

Destructive to group

performance and

cohesion


10/35

How can we keep conflict cognitive?

1. Make the approach

2. Share perspectives

3. Build understanding

4. Agree on solutions

5. Plan next steps

Mediation Services. (2003). Foundational concepts for understanding conflict. Winnipeg, MB,

Canada.

10


11/35

Step 1. Make the approach

Reflect before you begin

Invite the other party to

a conversation

Be clear about your

intentions

State your goal - apositive resolution

Ibid.

11


12/35

Step 2. Share perspectives

Ask for the other

persons perspective

Paraphrasewhat youhear

Acknowledgeyour

contribution Describeyour

perspectiveIbid.

12


13/35

Name the issues

Identify topics that the

parties view as

important to address

Use concise neutral

language

Avoid pronouns

Use issuesto createthe

agenda

Foundational Concepts for Understanding Conflict.

13


14/35

Step 3. Build understanding

Discuss one issue at a

time

Clarifyassumptions

Exploreinterests and

feelings

Ibid.

14


15/35

Step 4. Agree on solutions

Reality test Is this

doable?

Durability test Is this

durable?

Interest test Does this

meet all parties

interests?

Ibid.

15


16/35

Step 5. Plan next steps

Jointly create action

plan

What needs to happen?

Who needs to do what?

By when?

How will interaction

take place if problems

occur?Ibid.

16


17/35

Tools for

Conflict Management17


18/35

Thats true but

What

doesntwork

18


19/35

Thats true and

What

doeswork

19


20/35

BLAME

What

doesntwork

20


21/35

The third story

What

doeswork

21


22/35

Contribution Mapping

What

doeswork

22


23/35

Group Conflict:

Sales vs. Marketing team23


24/35

What do you think was happening?24


25/35

Could this have happened?25


26/35

CONFLICT INTERVENTION

STRATEGIES


27/35

27

Negotiation

Parties meet (usually without the help of 3rd party) to resolve differences.

Facilitation

Neutral or professional 3rd party helps to improve communication betweenparties, usually in a meeting.

Conciliation

3rd party acts as go-between for parties to meet and resolve differences ordispute.

Mediation

Neutral 3rd party helps parties to resolve differences themselves, improving

relationship between parties.

Arbitration

Neutral 3rd party hears both points of view and then imposes a decision.

AdjudicationJudge/magistrate imposes decision after hearing legal argument from bothsides according to complex legal procedures.

Force

Power or violence is used in a dominant manner to impose a decision or toforce a solution.


28/35

Five Basic Styles in Conflict

Situations


29/35

AVOIDANCE

Lose and lose situation

The conflict never gets

resolved.

29


30/35

COMPETITION

Plus

The winner is clear

Winners usually

experience gains Minus

Establishes thebattleground for the next

conflict May cause worthy

competitors to withdrawor leave the organization

30

WIN LOSE SITUATION


31/35

ACCOMODATING

Plus

Curtails conflict situation

Enhances ego of the other

Minus Sometimes establishes a

precedence

Does not fully engage

participants

31

LOSE WIN SITUATION


32/35

COMPROMISE

Plus

Shows good will

Establishes friendship

Minus

No one gets what theywant

May feel like a dead end

32

BOTH WIN A ABIT/ BOTH LOSE A BIT


33/35

COLLABORATION

Plus Everyone wins

Creates good feelings

Minus Hard to achieve since no

one knows how

Often confusing sinceplayers can win

something they didntknow they wanted

33

WIN WIN SITUATION


34/35

What will you

now dodifferently?


35/35

35

We now Welcome

conflict management slides (1) (1)

Documents