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Conflict Management

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Agenda

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Conflict happens when…
• When two or more parties, with perceived
incompatible goals, seek to undermine each
other's goal-seeking capability"

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Two or more parties wanting a limited
resource
No gross differences in power
Interdependency
of the parties -
they need each
other
A perceived
legitimacy to that
resource by the
parties

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Benefits of Conflict
• Promotes Growth
• Promotes Creativity
• Development of Interpersonal skills
• Promotes Mutual Understanding
• Social Change and progress

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Negative Effects
• Stress
• Lower Productivity
• Lower interpersonal cohesion
• Time wasted
• Status & Ego > Reason & Reality
• Cost

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You Win
You Lose
I win
(+2)
Positive Sum
I Lose
(0)
Zero Sum
(0)
Zero Sum
(-2)
Negative Sum
(0)
Zero Sum
(0)
Zero Sum
Four Outcomes of Conflict

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Types of Conflict- Interpersonal
• Interpersonal-Chauvinism Vs Feminism
• Dispositional Clashes – Dominant Vs Mild
• Cultural clashes – Arabs Vs Jews
• Religious – Hindu Vs Muslim
• Age clashes – Young Vs Old
• Value Clashes – Conservative Vs Liberal

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Types of Conflict- Organisational
• Unions Vs Management
• Intra and Inter Company rivalry
• Executive competition - Promotions

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Types of Conflict- Team/Technical
• Sales Vs Production
• Human Resources Vs Finance
• Research and Operations

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Types of Conflict- National
• Wealth clashes
• Civil Wars
• International – Cold war, Terrorism

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Other Causes of Conflict
• (Mis)-Communication

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Other Causes of Conflict
• Perceptions

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Ways to Resolve Conflict
Part 2

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3 Strategies
• Exercise of Power
• Exercise of Rights
• Exercise of Mutual Rights

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Domination – P3, I-1
Advantages
You do not
have to
negotiate if
there is no
need
Disadvantage
What goes
around, will
come around

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Capitulation – P1, I-1
Advantages
If you don’t
need what the
other party
needs
Disadvantages
Encourages
the other party

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Negotiation – P2, I-2
Advantages
Helps get a
Win/Win
situation
Disadvantage
Costly in time
and effort

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Procrastination – P3, I-1
Advantages
Time could
help save face
Disadvantage
Issues could
aggravate with
time

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Collaboration – P3, I-3
Advantages
Sure shot
Win/Win
Disadvantage
Needs goodwill
and integrity

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Formula for Conflict management
• Affirmative statement -You agree with the person
• Softening statement -You show that you understand
their position
• Flag -You indicate that you have something to say
• Give reasons for your position -You help them
understand your position
• Negative statement -You say ‘no’
• Offer a compromise - if appropriate You offer an
alternative where you can

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• The employee’s request: ‘Can I have next Thursday morning off to have
my dental check-up?’
The manager’s response:
• Affirmative ‘Yes.’
• Softening ‘It is very important to look after your teeth and regular
• check-ups are essential.’
• Flag ‘But I have to tell you...’
• Reason for refusal ‘...that this week as you know is month-end
and we must get all the reporting done by Friday.’
• The refusal ‘So I need you on Thursday.’
• Compromise ‘See if you can change the appointment to n
• ext week.’

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