Conflict Resolution

Content
Definition of Conflict
Difference between Conflict Management and
Conflict Resolution.
Two conflict resolutions
Process of Conflict Resolution
Impact of unresolved conflict
Conclusion
Conflict management style quiz

What is Conflict?

Conflict occurs between parties involved when

they do not agree on an issue or

Course of action, in which their interests, needs

or concerns are perceived to be threatened.

Resolution VS Management
Conflict Resoution:
Process: Parties to find a
peaceful solution to a
disagreement
By fulfilling at least some
of each sides needs,
interests or concerns

Conflict management
Seeks to limit the
negative aspects of
conflict and increase the
positive aspect of it
To enhance learning.

TKI
Thomas-Kilmann Conflict Mode Instrument(TKI). The theory of TKI states
that there are different modes of dealing with conflict, each suited for
different kinds of scenario.

Interest-based relational
approach(IBR).
IBR lays a set of rules for conflict resolution to be used with
any conflicts.
6 rules:
1. Maintaining good relationship at highest priority
2. People and problems are separate things
3. Pay attention and listen to the interest of the other party
4. Seek to understand first, then be understood
5. Agree and establish the objective, observable elements in
deciding the outcome.
6. Explore options together

INTRODUCING FROM DIPLOMA IN

BUSINESS ADMINSTRATION

Benny

Cindy

Gary

EACH OF THEM HAS DIFFERENT WORKING

STYLES AND THEY ARE NOT ABLE TO WORK
WELL TOGETHER.

Benny

Cindy

Gary

Conflicts occurred among them as they started

blaming each other for the bad progress

Benny

Cindy

Gary

Activity 1: The Blame Game

Objective: To experience how conflict occurred through the
blaming of each other.
Instructions:
1. Each group is assigned to a character in the story.
2. Based on the perception of the conflict, you are to come
up with a reason for the other teammates for why they
contributed to the bad progress of the project.

E.G : Cindy was too individualistic and thus

Note:
Please do not use profanity-bad language, strong language,
foul language, swearing or cursing

Activity 1: The Blame Game

Impact of blaming:
Strongest factor that affects teamwork.
Blaming
Lead to conflict.
How to resolve it?

Teamwork

ARE THEY ABLE TO RESOLVE THE CONFLICT SO

THAT THEY CAN COMPLETE THE PROJECT BEFORE
THEIR DEADLINE?

Benny

Cindy

Gary

Conflict Resolution Process

1. Set the scene
2. Gather Information
3. Agree the problem
4. Brainstorm solutions
5. Negotiate

STEP 1 :
Set the Scene

STEP 1 : Set the Scene

They have to understand that the conflict may be a
M________ P________

STEP 1 : Set the Scene

What is the characters perception of the conflict?
One key element of conflict is the idea that each
party may have a different perception of any given
situation

STEP 1 : Set the Scene

Activity

Present your characters perception of conflict.

Note: Use active listening skills when listening to
others perception of the problem

Cindys

Perception of conflict:
Im angry that Benny and
Gary could not produce the
best quality work in the
time frame I have assigned
to them.
I feel that Gary is not
being serious with the task
assigned to him at all. He
keeps talking nonsense and
it is so irritating.

Bennys

Perception of conflict:
I'm frustrated that Cindy
changed the content of my
research of hard work that
Ive done without telling
me.
I'm irritated by Gary as he is
a liability in the group with
little contribution made and
he is not noisy, he is noise
itself.

Garys

Perception of conflict:
I feel that Cindy always
reject my ideas and thus, I
have decided to just let her
assigned my tasks. But in the
end, she edited everything I
have done.

They are always putting up

a stern expression, its just
so stressful! Its not like I
have not tried to suggest
creative ideas.

STEP 2:
Gather the
information

STEP 2: Gather the information

Activity : Reveal the characters personal
contribution and background.

STEP 2: Gather the information

Put yourself in another persons shoes

Know their viewpoint
Empathize others and learn to be objective
Identifying the cause of the conflict

STEP 3:
Agree the problem

STEP 3: Agree the problem

Accept and respect that individual opinions
may differ, dont try to force compliance, work
to develop common agreement.
Work toward a solution where both parties
can have some of their needs met.
Focus on areas of common interest and
agreement, instead of areas of disagreement
and opposition.

STEP 4:
Brainstorm

Step 4

BRAINSTORMING

BRAINSTORMING
Provides a free and open environment.
Increases the richness of ideas explored.
Members likely to be more committed.

BRAINSTORMING
Helps team members bond.
Develop ideas in greater depth with group
brainstorming than you can with individual
brainstorming.

Stepladder Technique
Ensure that all members of a group participate and
are heard.
Allows shy, quiet people to present their ideas before
other group members can influence them.
Hear many different viewpoints before reaching a
final decision.

Stepladder Technique
Step 1: Presenting the problem and giving time for everyone
to think about it.
Step 2: Form a core group of two members. Have them
discuss the problem.
Step 3: Add a third group member to the core group. The
third member presents ideas to the first two members
BEFORE hearing the ideas that have already been discussed.
After all three members have laid out their solutions and
ideas, they discuss their options together.

Stepladder Technique
Step 4: Repeat the same process by adding a fourth member,
and so on, to the group. Allow time for discussion after each
additional member has presented his or her ideas.
Step 5: Reach a final decision only after all members have
been brought in and presented their ideas.

Reverse Brainstorming
Alternate viewpoint
Identify the problem.
Reverse the problem.

Brainstorm the reverse problem to generate

reverse solution ideas.

Reverse Brainstorming
Once you have brainstormed all the ideas to
solve the reverse problem, now reverse these
into solution ideas for the original problem.
Evaluate these solution ideas.

Round Robin
Encouraging contributions from all
participants.
Provides each participant an equal
opportunity.

A climate of trust is needed.

Round Robin
Relies on consecutive contributions.
One participant is selected to lead off the
process by offering a single thought or
reaction.
Then the next participant contributes an
additional point, idea, or thought, ideally one
which has not yet been mentioned.

7 Wondrous Tip
1.
2.
3.
4.
5.
6.
7.

Defer judgment
Encourage wild ideas
Build on the ideas of others
Stay focused on the topic
One conversation at a time
Be visual
Go for quantity

 http://www.mindtools.com/brainstm.html
http://www.mindtools.com/pages/article/new
CT_96.htm
http://www.mindtools.com/pages/article/rou
nd-robin-brainstorming.htm
http://www.openideo.com/fieldnotes/openid
eo-team-notes/seven-tips-on-betterbrainstorming

STEP 5:
Negotiate

Step 5 : Negotiation

Negotiation Clip

Definition of Negotiation
A reciprocal communication process
whereby two or more parties to a
dispute examine specific issues,
explain their positions, and exchange
offers and counteroffers to reach
agreement or achieve mutually
beneficial outcomes.

Activity: Prisoners Dilemma

Scenario
2 partner in crimes had been caught by the police
and are now being interrogated
They can now choose to betray or cooperate with
their partner
If both choose to cooperate, both would get off
free
If both choose to betray, both would get a 2 year
sentence
If one choose to betray and the other cooperate,
the one who cooperated gets a 5 year sentence
while the one who betrayed get off free.

Choose Your Destiny

Cooperate

Betray

Comparisons between the Three

Approaches to Negotiation

Dual Concern Model

THE END