Sneh Bhardwaj www.yajnaa.com snehhrd2@gmail.com 086990 51240 Latest Sarswati Vandana.

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CONFLICT - UNDERSTANDING, CAUSES, SYMPTOMS,

TYPES

CONFLICT MANAGEMENT-

CONFLICT RESOLUTION, CONFLICT PREVENTION, CONFLICT STIMULATION

CONFLICT PREVENTION- COMMUNICATING

EFFECIVELY, LISTENING , TRUST, REACTION CONTROL, HALOED PERCEPTION, TWO STORY PHENOMENON

CONFLICT RESOLUTION STYLES HANDLING DIFFICULT PEOPLE

NEGOTIATION SKILLS Successful

Styles of Negotiations

Negotiation ,

PLAN OF ACTION

When you hear the word . .

CONFLICT
What do you think and what images come to you . ..

A situation in which someone believes that his or her own needs have been denied. Conflict is opposition arising from disagreements due to inconsistent objectives, thoughts, or emotions within or among individuals, teams, departments or organisations.

Discuss

Tensions. Slamming doors. Shouting. No desire to communicate.

Work not done properly.

Disastrous meetings. Anger occurs quickly and easily. The employee (or employees) involved Display no desire to communicate. Bad tempers are evident. Productivity is falling. Morale is slipping, Absenteeism, Accidents. Escalating costs.

Intrapsychic Conflicts
Interpersonal Conflict Conflict between an individual and a group Conflict between groups within organisation

Conflict is a dynamic process and is episodic in nature and is made up of a series of interlocking episodes.
If harmony, peace, and cooperativeness prevail in the organisation for a long time, the organisation is likely to become non-responsive to innovation and change. The goal of organizational leadership is not to eliminate conflict, but to use it.

 CONFLICT
CONFLICT CONFLICT

PREVENTION
RESOLUTION STIMULATION

Two Story Phenomenon slide 13 exercise pp no 10

Haloed Perceptions Corrections Listening
Role play sherlock holmes

 Passive/Submissive COMMUNICATION

or BEHAVIOUR Aggressive COMMUNICATION or BEHAVIOUR Passive Aggressive COMMUNICATION or BEHAVIOUR Assertive COMMUNICATION or BEHAVIOUR

You are usually late in the morning You are on leave before an important event. You cross the queue ahead of others. You bribe Government officials. You give birthday card to your boss.

The Defusing Technique (Pain Acknowledgement) Empathy Positive Stroking Several Possible solutions Evaluating Alternatives

Avoidance Smoothing Forcing Compromise Confronting

CONFLICT RESOLUTION STYLES

High Importance

Forcing (shark) Compromise (Fox) Withdrawing (Turtle)

Low Importance

Confronting (Owl)

Goals

Low Importance

Smoothing (Teddy Bear)

High Importance

Relationships

WITHDRAWING STYLE
I dont have enough time I dont have enough facts Perhaps the best way is to proceed as you think best

Criticism: The conflict is not solved

Example situations where avoidance style is appropriate

Minor issues Inadequate facts and power

Others can more effectively resolve the conflict

SMOOTHING STYLE
If it makes others happy, I wont challenge their views I dont want to hurt the feelings of others

We should not risk our friendship, so lets not worry too much about the problem, things will work out

Criticism: It encourages individuals to cover-up or gloss over their feelings Example situations where smoothing style is appropriate Emotional conflicts Talented employees

FORCING STYLE
If you dont like the way things are run, get out. If you cant learn to cooperate, I am sure others who will, can be hired

Criticism: The subordinates interests are ignored. The conflict is not analysed Example situations where forcing style is suitable
Inadequate time Stopping people from taking advantage of him/her

COMPROMISE STYLE
I let other people win something, if they let me win something I try to find out a position between theirs and mine

Criticism: people may encourage compromise on stated issues rather than on real issues Example situations where compromise style is acceptable It is not possible to achieve a win-win agreement When conflicts block important agreements

CONFRONTING STYLE
I try to get all view points & issues out in the open

Best alternatives must be arrived through analysing

Criticism: It is not suitable when win-win situation is not possible Example situations where this style is appropriate The parties disagree over the best means to achieve the common goals When there is a need for high-quality decisions

Negotiation is a method by which people settle differences. It is a process by which compromise or agreement is reached while avoiding argument.

Negotiating is finding a way for all the parties to gain something

from the resolution of a position of conflict

You Negotiate when you want to resolve something and both parties have something to gain from the interaction and exchange.

Negotiating Influencing Bargaining

Behavioral Characteristics
High observation Skills Planning and organising Able to move blockages Able to develop Rapport and empathy Flexible attitude Creativity

Preparation Discussion For Information gathering Regroup Negotiating for Resolution Reaching Consensus Close

GOALS TRADES ALTERNATIVES RELATIONSHIPS EXPECTED OUTCOMES THE CONSEQUENCES POWER

COLLABORATIVE NEGOTIATION

COMPETIVE NEGOTIATION

Thank You