Engineering People Experiences

What are your expectations
from today’s topic ?

What will we learn today?
Collaboration
Conflict Management

You have 1 min
to bring something
that is round in shape
Grab an object that
is blue in colour
within 40 secs
Bring something
that is made of
wood in 1 min
Find a plastic
object in 20 secs
Unmute yourself
and clap
three times
Let’s break the ice

Collaboration
Collaboration is a working practice
whereby individuals work together
for a common purpose to achieve
business benefit.

Why collaboration?
Collaboration
brings people
and the
organization
closer together
Collaboration
helps people to
learn
from each other
It helps in team
efficiency
(Everyone is
clear
on their roles and
collaborate
continuously)
It opens up new
channels for
communication
Collaboration
boosts morale
across
the organization

• Each team will choose one person to receive
instructions given by the facilitator.
• The members remaining in the main room will receive
instructions from the facilitator on the type of boat that
is to be made
• Once the instructions are understood, the members
will go back into the rooms and give out instructions to
their team to build a boat with the exact requirements.
• Participants will have 20 Mins to build the boat. Each
member must build the boat.
Let’s build

How was your communication?
Were the instructions given out clear?
Did you listen to the instructions?
Was it easy to follow?
Did you ask doubts?
Were all your boats the same when finished?

Communicate to collaborate
Be clear and
concise
Set common goals
and objectives
Listen to each other
actively
Be open to sharing
knowledge and
insights
Question to clarify

Identifying elements of collaboration
Common goals
and vision
Generating
new ideas
Finding a solution
to a problem
Sharing
resources
Working on
improving
customer
service
Learning new
knowledge and
insights
Elements

Ram is the manager of the New Product Development team
with VFV Company. This company is a leader in providing
high quality snack foods. Ram’s team has been tasked with
creating a special festival offer package containing a
selection of the company’s best snack foods for attracting
new customers. Now Ram’s team must collect research
data from marketing team on the customer trends. These
trend reports are very important in creating a new product.
But Ram’s team has a hard time in getting these reports
from the marketing team as marketing team is dealing with
festival time promotional campaigns. As a result of this,
Ram’s team has been facing delays in their timelines. This
has lead to arguments between both teams.
How can these teams collaborate and help each other
achieve their goals?
Case Study - 1

Devika has noticed that several of her junior team members have
stopped attending team meetings and withdrew from interactions
with members of the team. Other team members, especially senior
team members in leadership roles, continued participating in the
team effort, but failed to share data openly or discuss research
results honestly.
Team members were not interacting directly and were openly
resistant to considering alternative ideas or perspectives offered
by other team members.
This in turn has been affecting the team dynamic and is also
affecting the overall goals of the organization.
What can Devika do to make her team be more collaborative ?
Case Study - 2

Mohith works as a sales specialist in a renowned company.
Mohit's manager had explained to him that there should not be
any complaints regarding "NO STOCK" or "NO PRODUCT
AVAILABILITY“ from the field.
Mohith contacts all their dealers and convinces them to maintain a
minimum stock at all times. But Mohith has a hard time convincing
Raja who is one of the best dealers in town to maintain a minimum
stock. Raja says that maintaining a particular brand’s minimum
stock will result in him losing money and storage space. But
Mohith needs Raja’s dealership as it is situated in one of the
biggest customer bases.
Help Mohith convince Raja that this is an opportunity for
collaboration.
Case Study - 3

“HI-PIC is a consumer goods company specializing in the sales
of Television Sets with 3D technology. As part of its customer
loyalty program, the company has decided to upgrade the 3D
glasses of its customer to a newer glass model. The company
aims at making this change by Diwali.With this announcement,
Teams are working round the clock to deliver the product to
customers.
The product team has to ensure stock availability and product
quality.
The sales team has to contact the customer base and explain
the change of product as well as schedule appointments.
Meanwhile, the services team should accurately collect the old
3D glasses and provide new ones. How can the teams
collaborate to deliver the service and complete the task
beforehand?
Case Study - 4

Sanjay is the sales representative of GFG- Broadband services.
This company is best known for their fast Broadband
connections.
Prasanth who is Sanjay's client recently registered for a home
broadband connection in the morning. Sanjay informs
Prashanth that the installation person will contact him within the
next two hours to fix up an appointment and assures the
customer that the installation will be done that day itself. The
installation request lands on Prem-the installation engineer.
Prem already has three previous appointments scheduled.
Prem contacts Sanjay and tells him that his schedule is packed
and that installation process takes time. He says that it is not
possible to fix the installation today. Sanjay becomes agitated
and tells Prem that he has to do it today which leads to a
argument between the both.
How can Sanjay and Prem form a collaboration here and
deliver the service to the customer?
Case Study - 5

Good Collaboration

The Orange Negotiation

Negotiation is a process where two or more parties with different needs and
goals discuss an issue to find a mutually acceptable solution

• With the reopening of malls post covid-19, The mall
management of CXR Mall has informed the various
stakeholders to attend a meeting regarding increasing
the footfall of customers visiting the mall by
implementing different strategies that are in accordance
with safety measures.
• The participants will be allotted categories of (Retail,
Food, Entertainment, Recreation and others) and given
10 mins to think of different strategies to attract
customers (Offers, Contests).
• After 10 mins, The meeting will commence and each
one will present their ideas by roleplaying their
respective category to which the group can question,
criticize and accept.
• Only 3 recommendations will be accepted by the
management.
Activity - Roleplay

Collaborating with Different Stakeholders
Each stakeholder
has something to
contribute to
the goal
Ask the
appropriate
questions that will
improve clarity
Work through
disagreements
respectfully
Open your
mind and
accept
different
views
Listen to
what they
have to say

ADDRESSING ERRORS INSTEAD OF BLAMING – CASE STUDY
Team Jinga and Team Lala are two parts of the same
department. Team “Jinga” handles product sales and
Team “Lala” handles product service. Both teams
have been effectively collaborating with each other on
delivering a new product to the customer by sharing
knowledge, opinions and ideas.
Today, Team “Lala” has received a complaint from the
customer handling department that,
“After sales service has been delayed and customer is
very disappointed”
Upon investigation, Team “Lala” finds that Team
“Jinga” has delivered the product by quoting a different
after sales service timeline that was not agreed upon.
How can Team “Lala” address this issue with Team
“Jinga” instead of going into blame mode?
ADDRESSING ERRORS INSTEAD OF BLAMING – CASE STUDY
TEAM
JINGA
TEAM LALA

ADDRESSING ERRORS INSTEAD OF BLAMING – CASE STUDY
ADDRESSING ERRORS INSTEAD OF BLAMING
Acknowledge
that there
is a problem
Listen and
understand what the
other has to say
Revisit initial
responsibilities
Communicate
The issue not
Just the blame
Manage emotions
(Do not take
things personally)
Turn the focus
on finding a solution
together

ADDRESSING ERRORS INSTEAD OF BLAMING – CASE STUDY
COLLABORATING EFFECTIVELY
Understanding
when and how
to collaborate
Using clear
communication
Highlighting
win-win
situations
Managing
different
stakeholders
Addressing
errors instead
of blaming
Collaborating
to deliver the
results

Causes of
conflict.
Managing
yourself in
conflicts.
Conflict
Resolution
Styles.
Finding
solutions and
alternatives.

LET’S BREAK THE ICE
WHICH IS YOUR FAVORITE APP ON YOUR PHONE?

CONFLICTS HAPPEN

Conflict management is
the process
by which disputes are
resolved,
where negative results
are minimized
and positive results are
prioritized.
Where there are people,
there is conflict. We all
bring our different values,
needs and idiosyncrasies to
the workplace – and they
can sometimes clash with
those
of our colleagues.
CONFLICTS

WORK PLACE CONFLICTS
INTERDEPENDENCE
WORK STYLES
LEADERSHIP
These types of conflict happen when a person relies on
someone else's co-operation, output, or input for them to
get their job done.
Conflict often happens because people have differing
preferences on how to get things done.
Leaders have different ways of leading their teams. Team
members might or might not like their leadership style.

WORK PLACE CONFLICTS
PERSONALITY-BASED
BACKGROUND-BASED
CREATIVITY-BASED
These types of conflict in the workplace are often ignited
by emotions and perceptions about somebody else's
motives and character.
Conflicts can arise between people because of differences in
age, educational backgrounds, personal experiences, ethnic
heritage, gender, and political preferences.
This type of conflict arises out of the difference of
opinion on an idea or ideas.

• You have been lost at sea and are washed ashore at an
island. You have with you a list of items that are going
to help you to survive. Rank those items in terms of
usage
• Each team will be put into breakout rooms and given a
list of 5 items to discuss and must order them according
to survival
• After they have picked their list, the teams will come
back to the main room.
• Now the teams must debate on creating the final list of
top 6 items that they can use to survive on the island.
• Each team must at least get 2 of their items on the final
list with the approval of the other teams.
LOST IN SEA

COMMUNICATION IN CONFLICT MANAGEMENT

COMMUNICATION IN CONFLICT MANAGEMENT
Timing – Wait for the right time to open a conversation
Practice active listening – Listen to the person rather than
being engaged in your thoughts
Ask questions – Ask proper questions that will result in
getting answers
Addressing - Use “I” not “You” statements
Language - Be aware of your words (Never, Always)

BEHAVIOURS IN CONFLICT
Passive Assertive Aggressive

ASSERTIVENES
S
WHAT YOU
WANT?
WHAT OTHERS
WANT?
AGGRESSIVE PASSIVE
ASSERTIVE

Imagine that you are the customer service team of a consumer
goods company. A new product is about to launch, and many
customers would be contacting your team for assistance. Thus, it
is necessary to collect product information so that your team can
be trained on it and be ready for product launch.
But despite several emails and communication, the product team
who is responsible for providing the information has been
delaying this process. Your team is on a deadline to be ready for
product launch and due to this delay, it is causing frustration
within the team.
ACTIVITY - ROLEPLAY

MANAGING YOURSELF IN CONFLICTS
Practice patience – Be patient in understanding
Emotional intelligence – Understand the emotion of the
person and respond
Be impartial – The conflict must be in focus not the person
Self - Do not take things personally
Time – Take time, if that is what you need to calm down

CONFLICTS ARE SOLVABLE

ASSERTIVENES
S

CONFLICT RESOLUTION PROCESS
IDENTIFY
The Cause /
Reason
ESTABLISH
Communication
DISCUSS
Solutions /
Approaches
AGREE
On Common
Resolution
ACKNOWLEDGE
The Plan / Method

What’s your Conflict Resolution Style?

Conflict Management Style Assessment
Statement 1
A. There are times when I let others take responsibility for solving the problem
B. Rather than negotiate the things on which we disagree, I try to stress those things
upon which we both agree.
Of the two options given below, choose the 1 option
that is highly relevant / likely of you
Statement 2
A.I try to find a compromise solution
B.I attempt to deal with all of her and my concerns.
Statement 3
A.I am usually firm in pursuing my goals.
B.I might try to soothe the other's feelings and preserve our relationship.
Statement 4
A.I try to find a compromise solution.
B.I sometimes sacrifice my own wishes for the wishes of the other person.
Statement 5
A.I consistently seek the other's help in working out a solution.
B.I try to do what is necessary to avoid useless tensions.
Statement 6
A.I try to avoid creating unpleasantness for myself.
B.I try to win my position.
Statement 7
A.I try to postpone the issue until I have had some time to think it over.
B.I give up some points in exchange for others.
Statement 8
A.I am usually firm in pursuing my goals.
B.I attempt to get all concerns and issues immediately out in the open.
Statement 9
A.I feel that differences are not always worth worrying about.
B.I make some effort to get my way.
Statement 10
A.I am firm in pursuing my goals.
B.I try to find a compromise solution.
Statement 11
A.I attempt to get all concerns and issues immediately out in the open.
B.I might try to soothe the other's feelings and preserve our relationship.
Statement 12
A.I sometimes avoid taking positions which would create controversy.
B.I will let him have some of his positions if he lets me have some of mine.
Statement 13
A.I propose a middle ground.
B.I press to get my points made.
Statement 14
A.I tell her my ideas and ask for hers.
B.I try to show her the logic and benefits of my position.
Statement 15
A.I might try to soothe the other's feelings and preserve our relationship.
B.I try to do what is necessary to avoid tensions.
Statement 16
A.I try not to hurt the other's feelings.
B.I try to convince the other person of the merits of my position.
Statement 17
A.I am usually firm in pursuing my goals.
B.I try to do what is necessary to avoid useless tensions.
Statement 18
A. If it makes the other person happy, I might let her maintain her views.
B.I will let him have some of his positions if he lets me have some of mine.
Statement 19
A.I attempt to get all concerns and issues immediately out in the open.
B.I try to postpone the issue until I have had enough time to think it over.
Statement 20
A.I attempt to immediately work through our differences.
B.I try to find a fair combination of gains and losses for both of us.
Statement 21
A. In approaching negotiations, I try to be considerate of the other person's wishes.
B.I always lean toward a direct discussion of the problem.
Statement 22
A.I try to find a position that is intermediate between hers and mine.
B.I assert my wishes.
Statement 23
A. I am very often concerned with satisfying all our wishes.
B. There are times when I let others take responsibility for solving the problem.
Statement 24
A. If the other's position seems very important to her, I would try to meet her wishes.
B.I try to get her to settle for a compromise.
Statement 25
A.I try to show him the logic and benefits of my position.
B. In approaching negotiations, I try to be considerate of the other person's wishes.
Statement 26
A. I propose a middle ground.
B. I am nearly always concerned with satisfying all our wishes.
Statement 27
A.I sometimes avoid taking positions that would create controversy.
B. If it makes the other person happy, I might let her maintain her views.
Statement 28
A.I am usually firm in pursuing my goals.
B.I usually seek the other's help in working out a solution.
Statement 29
A.I propose a middle ground.
B.I feel that differences are not always worth worrying about.
Statement 30
A.I try not to hurt the other's feelings.
B.I always share the problem with the other person so that we can work it out.

Conflict Management Style Assessment
Statement 1
A – Avoiding
B – Accommodating
Statement 2
A – Compromising
B – Collaborating
Statement 3
A – Competing
B – Accommodating
Statement 4
A – Compromising
B – Accommodating
Statement 5
A – Collaborating
B – Avoiding
Statement 6
A – Avoiding
B –Competing
Statement 7
A – Avoiding
B – Compromising
Statement 8
A – Competing
B – Collaborating
Statement 9
A – Avoiding
B – Competing
Statement 11
A – Collaborating
B – Accommodating
Statement 12
A – Avoiding
B – Compromising
Statement 13
A – Compromising
B – Competing
Statement 14
A – Collaborating
B – Competing
Statement 15
A – Accommodating
B – Avoiding
Statement 16
A – Accommodating
B – Competing
Statement 17
A – Competing
B – Avoiding
Statement 18
A – Accommodating
B – Compromising
Statement 19
A - Collaborating
B – Avoiding
Statement 20
A - Collaborating
B – Compromising
Statement 21
A - Accommodating
B – Collaborating
Statement 22
A - Compromising
B – Competing
Statement 23
A - Collaborating
B – Avoiding
Statement 24
A - Accommodating
B – Compromising
Statement 25
A - Competing
B – Accommodating
Statement 26
A - Compromising
B – Collaborating
Statement 27
A - Avoiding
B – Accommodating
Statement 28
A - Competing
B – Collaborating
Statement 29
A - Compromising
B – Avoiding
Statement 30
A - Accommodating
B – Collaborating

Conflict Resolution Styles
COOPERATIVENESS
ASSERTIVENESS
LOW HIGH
HIGH
LOW
COMPETING COLLABORATING
COMPROMISING
AVOIDING ACCOMODATING

Methods What Happens When Used: Appropriate to Use When:
Inappropriate to Use
When:
Competing
(Win-Lose)
One’s power, position or
strength settles the conflict.
When power comes with position
of authority and this method has
been agreed upon
Other person are
powerless to express
themselves; their concerns
Collaboration
(Win-Win)
Mutual respect and agreement
to work together to resolve
results.
Time is available; parties
committed to working together
as we versus the problem, not
we-they
Time, commitment and
ability are not present
Compromise
(50-50 Win-
Lose)
Each party gives up something
in order to meet midway, often
leaving both parties dissatisfied.
Both parties are better off with a
compromise than attempting a
win-lose stance
Solution becomes so
watered down that
commitment by both
parties is doubtful

Methods What Happens When Used: Appropriate to Use When:
Inappropriate to Use
When:
Avoidance
(Lose –Lose)
People just avoid a conflict by
denying its existence.
Conflict is relatively unimportant,
timing is wrong, a cooling off
period is needed
Conflict is important and
will not disappear, but will
continue to build
Accommodating
(Lose –Win)
Differences are played down
and surface harmony is
maintained.
When preservation of the
relationship is more important at
the moment
If smoothing over leads to
evading the issue when
others are ready to deal
with it

CASE STUDY - 1
Rahul works as an Assistant Audit Officer. He is hardworking and always on
time at work. His co-worker Jimmy also an Assistant Audit Officer often
comes late to work and tries to find loopholes, so he can do the least
amount of work. Both are working in the same section and report to the
same Senior Audit Officer.
As per General Office Procedures if an employee comes late to work, he
has to meet his Supervisory Officer before starting work.
Out of concern, Rahul reminded Jimmy about General Office Procedures,
stressing he should meet his Supervisory Officer. Jimmy got angry and told
Rahul that their Supervisor will never know he was late and that Rahul
should not interfere in his matters.
Jimmy continues to come late for the next few days. Jimmy’s late coming
was affecting the other employees in the section. Upset with Jimmy's
behaviour, Rahul decides not to talk to him. Tensions were growing between
the two, leading to mental disturbance as well work disruptions.
How can this conflict be resolved?

CASE STUDY - 2
Sushma and Raju work in GST Goods. Sushma is a part of GST’s
marketing section and deals with consumer trend reports. Raju's work is
dependent on Sushma 's because his work is studying consumer trends and
creating new product ideas which puts him in a product development
section.
The work of Raju is time bound and sensitive. Sushma 's performance is
good, but most of the time she is unable to keep up with the timelines. This
delay in her deliverables makes Raju work under pressure to finish his tasks
on time.
Raju’s reputation would be at stake for not delivering on time. Due to this
interdependence at the workplace, Raju gets upset with Sushma when he
doesn't receive the reports on time.
Raju is apprehensive to report to higher officer as he feels that it will create
unnecessary conflict with Sushma. But tension and frustration begins to
develop in Raju due to this.
How can Raju address this issue with Sushma before it escalates?

CASE STUDY - 3
Akash is the manager of the after sales service team of Triple C Inverter
batteries. Akash ensures that every service request is properly serviced and
closed by the team within the set timelines. One day, Akash receives a mail
from one of the customers stating that “The service done was not up to the
standard and that they would not suggest the company to other potential
customers”. Akash is surprised to find such a mail and plans to investigate it
further. Akash contacts the customer and asks to understand the situation
further.
The customer explains the following,
While requesting a service order the team had delayed in registering the
order,
The service team did not maintain the appointment time
The service done on the product was not efficient as the team did not do a
complete check resulting in another problem in the product.
How will Akash resolve this situation with the customer?

CASE STUDY - 4
Jack is from the product designing team and Henry is in the Marketing
team.
There is a product launch in 5 days and both the teams have to work
together for the launch.
Henry suggests that they start the ad campaigns of the product after 3
days as they are held up with the work of another department.
Jack does not understand this and insists that they start the campaign
right away.
Henry gets frustrated but does not say anything to Jack as has helped
him in various other projects before. Henry instead agrees to work
with him on this. But Henry is unable to keep up with both projects
resulting in Jack getting even more anxious.
What is Henry doing in this conflict? And How can Henry and Jack
resolve this conflict?

CASE STUDY - 5
Karan is a product designer working in the design department. Mary is
Karan’s friend, and she is the team leader of the product team. Mary
has helped Karan in the past by guiding his work in the right direction.
Mary assigns a design work to Karan and tells him that she will
closely monitor him on the work.
Mary micromanages the work by double checking Karan’s work, by
asking him for daily updates and by giving Karan the framework to
work with. Karan feels like he has no freedom to work as per his
choice.
But Karan does not want to speak up as he feels that it might affect
his relationship with Mary. But at the same time Karan finds that his
work and interest levels are being affected by Mary’s behavior.
How can Karan address this issue with Mary without ruining his
relationship with Mary?

FINDING SOLUTIONS AND ALTERNATIVES
Acknowledge that a solution is
needed to resolve the conflict
Use a “Pros and Cons” method
to decide on the best solution
Discuss how to
implement the solution
Be open and listen to the solutions
being offered
Mutually agree on the chosen
solution
Follow up on the agreed
plan

TIPS FOR CONFLICT MANAGEMENT

TIPS FOR CONFLICT MANAGEMENT
Remember the importance of
the relationship.
Prioritize resolving the conflict over
being right.
Maintain a calm tone.
Focus on the conflict at hand
and not past ones.
Show a willingness to compromise
or collaborate.
Let the person explain
themselves, and actively listen.

THANK YOU
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