1. CONFLICT & CONFLICT MANAGEMENT
PRESENTED BY:
MS. GLACIE A. BELTRAN
January 2014

2. Learning Objectives
2
• To define conflict and conflict management.
To learn better ways of handling conflicts.

3. CONFLICT DEFINITIONS
3
•A state of incompatibility of ideas between two
or more parties or individuals
•Conflict is any situation in which your concerns
or desires differ from those of another person.

4. TYPES OF CONFLICT
4
• Inter-personal and intrapersonal
• Inter-group and intra-group
• Constructive and Destructive
The paradox of conflict is that it is both the force that can tear
relationships apart and the force that binds them together, meaning that
they can be either healthy (constructive) or unhealthy (destructive).

5. EFFECTS OF CONFLICT
5
On the positive side, conflict serves many functions in
organization:
•Conflict establishes identity.
•Conflict increases group cohesion.
•Conflict tests the strength of individuals and group.
•Conflict spurs needed change.
•Conflict mobilizes energy.
•Conflict causes competition to improve performance.
•Conflict enhances communication.

6. EFFECTS OF CONFLICT
6
However, conflict can also cause some negative
effects like:
•Stress
•Absenteeism
•Staff turnover
•De-motivation
•Non-productivity

7. CONFLICT MANAGEMENT
7
Conflict management is the practice of
identifying and handling conflict in a
sensible, fair and efficient manner

8. CONFLICT MANAGEMENT
8
There are 5 basic ways of
handling conflict:

9. 5 Ways of Handling Conflict
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COMPETING
The Competing Method
involves handling the
conflict through unilateral
decision making. This is
most appropriately used
by managers and leaders
in the workplace.
Theme: “Might Makes Right”

10. 5 Ways of Handling Conflict
10
The Competing Method is used primarily for:
Situations that involve quick action.
Instances where there is no compromise or
debate.
 PLUS:
The winner is clear and usually experience gains
 MINUS:
Establishes a battleground for new conflict.

11. 5 Ways of Handling Conflict
11
COMPROMISE
The Compromising
Method involves
handling the conflict by
reaching a resolution
that involves a “win” on
both sides of the table.
Theme: “Split the difference”

12. 5 Ways of Handling Conflict
12
The Compromising Method is used primarily for:
Resolving issues of moderate to high importance.
Finding a solution that involves equal power and
strong commitment on both sides.
Situations where a temporary fix may be needed.
Backing up a decision that’s been made using the
competing or collaboration methods.
 PLUS:
Shows goodwill & establishes friendship
 MINUS:
No one gets what they want & may feel like a
dead end.

13. 5 Ways of Handling Conflict
13
COLLABORATING/COOPERATION
The Collaborating Method
involves handling the conflict
through team input. This means
of handling conflict is particularly
useful if all parties in the conflict
want to find a resolution, but are
unable to agree on what the
resolution should be.
Theme: “Two Heads Are Better Than One””

14. 5 Ways of Handling Conflict
14
The Collaborating Method is used primarily for:
Gaining support from the team.
Using the different perspectives as an
opportunity to learn.
Improving relationships through collaboration.
 PLUS:
Everyone wins and it creates good feelings.
 MINUS:
It is hard to achieve because it requires great deal of cooperation
between and among the members of the group.

15. 5 Ways of Handling Conflict
15
ACCOMODATING
The Accommodating
Method is a way of
handling conflict by
allowing the other
side to “win.”
Theme: “Kill Your Enemies With Kindness”

16. 5 Ways of Handling Conflict
16
The Accommodating Method is used primarily for:
Maintaining perspective in a conflict situation.
 Making active decisions on what can be “let
go” vs. what needs another method.
Keeping the peace and creating goodwill.
 PLUS:
Curtails conflict situation
Enhance the ego of the other
 MINUS:
Sometimes it establishes precedence
Does not fully engage participants

17. 5 Ways of Handling Conflict
17
AVOIDANCE
The Avoiding Method is a
way of handling conflict by
making an active decision to
not handle the conflict. This
is best used for situations
that are not work related and
should be solved through
another means.
Theme: “Leave Well Enough Alone”

18. 5 Ways of Handling Conflict
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The Avoiding Method is used primarily for:
Unimportant or unrelated issues.
Buying time until a resolution can be
reached.
Recognizing issues as symptoms.
 PLUS:
Does not create heated arguments.
 MINUS:
No gains on both parties.

19. CONFLICT MANAGEMENT
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It is important to note that there is no one best
way to resolve a conflict and often we need
to utilize multiple methods in order to reach
a resolution.

20. CONFLICT MANAGEMENT
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Steps In The Conflict Resolution Process
There are six steps to the Conflict Resolution Process:
1. Clarify what the disagreement is.
2. Establish a common goal for both parties.
3. Discuss ways to meet the common goal.
4. Determine the barriers to the common goal.
5. Agree on the best way to resolve the conflict.
6. Acknowledge the agreed solution and determine the
responsibilities each party has in the resolution.
This process should be completed by all parties in the conflict together.
(“Conflict Resolution Skills for HR Professionals” by Marla Bradley)

21. 6 Steps In The Conflict Resolution Process (cont’d)
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1. Clarify what the disagreement is
Clarifying involves getting to the heart of the conflict. The
goal of this step is to get both sides to agree on what the
disagreement is.
Tips:
• Discuss what needs are not being met on both sides of the
conflict. Ensure mutual understanding.
• Obtain as much information as possible on each side’s point of
view.
• Continue to ask questions until you are certain that you, and
each side of the conflict understand the issue.

22. 6 Steps In The Conflict Resolution Process (cont’d)
22
2.Establish a common goal for both parties
In this step of the process, both sides agree on the desired
outcome of the conflict.
Tips:
• Discuss what each party would like to see happen.
• Find a commonality in both sides as a starting point for a
shared outcome. That commonality can be as simple as
“both sides want to end the conflict.”

23. 6 Steps In The Conflict Resolution Process (cont’d)
23
3. Discuss ways to meet the common goal
Both sides work together to discuss ways that they can
meet the goal they agreed upon in step 2.
Tips:
• Brainstorm different approaches to meet the goal.
• Discuss until all the options are exhausted.

24. 6 Steps In The Conflict Resolution Process (cont’d)
24
4.Determine the barriers to the common goal
In this step of the process, the two parties
acknowledge what has brought them into the
conflict.
Tips:
• Ask: “If we could have the outcome that we both wanted, how
would that look?”
• Define what can and cannot be changed about the situation.
• For the items that cannot be changed, discuss ways of getting
around those road blocks.

25. 6 Steps In The Conflict Resolution Process (cont’d)
25
5. Agree on the best way to resolve the conflict
Both parties come to a conclusion on the best
resolution.
Tips:
• Determine a solution that both sides can live with.
• Discuss the responsibility each party has in maintaining the
solution.
• Settle on a means of ensuring that this conflict does not arise
again.

26. 6 Steps In The Conflict Resolution Process (cont’d)
26
6. Acknowledge the agreed solution and determine
the responsibilities each party has in the resolution
Both sides own their responsibility in the resolution of the
conflict and express aloud what they have agreed to.
Tips:
• Get both parties to acknowledge a win-win situation.
• Ask both parties to use phrases such as “I agree to…” and “I
acknowledge that I have responsibility for…”

27. RESOLVING CONFLICT
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COMMUNICATE to share perspective,
build understanding and agree on solutions.

28. TIPS FOR
Conflict Management
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WHAT DOES AND
DOESN’T WORK?

29. 29
What
doesn’t
work
That’s true but…

30. 30
What
does
work
That’s true and…

31. 31
What
doesn’t
work
BLAME

32. 32
What
does
work
The “third story”

33. 33
What
doesn’t
work
You get the picture…

34. 34
What
does
work
Match and lower,
match and raise

35. ACTIVITY:THE CONFLICT TABLE
I win
You
win
You
lose
35
I lose
1. Win-Win
2. Lose-Win
3.Win-Lose
4.Lose-Lose

36. ANSWER
36
COMPETITION (WIN-LOSE SITUATION)
ACCOMMODATION (LOSE-WIN SITUATION)
AVOIDANCE (LOSE-LOSE SITUATION)
COMPROMISE (LOSE-LOSE SITUATION)
COLLABORATION (WIN-WIN SITUATION)

37. The End…
37
Thank you!!