Conflict Management

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Conflict Management

• Prof M N Tripathi, XIMB

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Why does Conflict happen?

• Different objectives
• Disagreements
• Disputes
• Rigidity

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Cost of conflict

• Relationship cost
• Cost to the individual stress, loss of
  confidence, unhappiness, hostility, withdrawal,
  illness
• Cost to the organization wasted employee time,
  higher staff turnover, missed opportunities,
  absenteeism, inefficiency, low morale, poor
  teamwork

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Levels of Conflict

• Intrapersonal
• Interpersonal
• Intragroup
• Intergroup

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Your reality is not totality

• Different viewpoints
• Difficult people
• Intent and impact
• Opinions and facts

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Different personalities

• Go-getters
• Carers
• Analyzers
• Socializers

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Conflict can be complex

• Look at the causes , not the symptoms
• Conflict starters
• Conflict escalators

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Varieties of Conflict Behaviour

• Irritability
• Flashes of anger
• Being demanding and uncooperative
• Lack of concern for others
• Hiding behind the rules
• I wont do it because Ill get blamed for it
  syndrome

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Conflict management Style
High


Collaborating
Accommodating
Cooperativeness
Compromising
Avoiding
Competing
Low
Low
High
Assertiveness
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What are the choices?

• We can choose to discuss and debate our
  differences, respecting each others views
• We can argue about our differences, trying to
  convince the other that we are right
• We can move into conflict about these
  differences, trying to impose over the other

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The Dual Concerns Model
Concern about other outcomes
Yielding
Problem Solving
Compromising
Inaction
Contending
Concern about own outcomes
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Resolving Conflict

• Conflict is caused by a denial of peoples needs
• Look for the win-win. For me to win, you dont
  have to lose.
• While differences explain conflict, it is
  arrogance that drives it

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Win-win is more likely when people

• Focus on both sets of needs, concerns and
  feelings
• Respect each others view
• See the issue as a mutual problem to be solved
• Are prepared to listen and compromise
• Are not interested in winning at any cost
• Opt for power with rather than power over