Conflict management presentation
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![Page 1: Conflict management presentation](https://reader036.fdocuments.us/reader036/viewer/2022081513/55491ebdb4c905b44c8b7068/html5/thumbnails/1.jpg)
Conflict Management
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Working together isn’t always easy
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What is conflict?
How would you describe it?
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What is conflict?Dictionary definition:
–disagreement, struggle, fight, incompatible
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Consequences of conflict
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Lack of conflict is a sign of over conformity.
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It is unhealthy when there is no conflict
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You need diversity
of opinion
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Components of conflict
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Good Consequenc
es of Conflict
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increased creativity
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It forces people to clarify their views
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It can produce constructive social change
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It gives people the opportunity to test their capacities
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•development of group and organization cohesion
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•Bad Consequenc
es of Conflict
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Violence
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breakdown of relationships
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polarization of views into static positions
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A breakdown of collaborative ventures
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destruction of
communication
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The cost of conflict•Relationship costs
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The cost of conflict•Costs to the individual
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The cost of conflict
•Costs to the company
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Main sources of
conflict•The aggressive or competitive behaviour of human beings
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Main sources of conflict•Competition for limited
resources
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Main sources of conflict•Frustration
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Main sources of conflict
•The Introduction of
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Main sources of conflict•Clashes between values and
interest
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Main sources of conflict•Cultural influences
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Main sources of conflict
•Misinformation, assumptions and expectations
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Main sources of conflict
•Role and status issues
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Main sources of conflict
•Mind games
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Main sources of conflict•Triggers.
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The Emotional v The Rational Brain
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Emotional brain
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Emotional Vs Rational•The 'Emotional' brain
•Quickly processes incoming information
•Filters for potential threat
•Triggers fight or flight
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Fight or Flight?
• Body produces adrenaline• Natural animal instinct• Bodies response to perceived
threat• Blood redirected to major muscle
groups• Hearing level drops off • Eyesight improves
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Emotional Vs Rational
•The 'Rational' brain •Allows objectivity•Makes sense of any risk
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Red rag phrases - barriers•“I think the best way would be to….”
•“Yes, but…”
•“Yes, but I still think…”
•“What you don’t seem to realise is…”
•“Whatever you say, but what I am going to do is.”
•“Why don’t you listen to sense”
•“You are the one being difficult”.
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Inhibitors
•Social or legal consequences
•Self control•Personal values•Fear that the other person
will fight back
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How communication works
Sender
Receiver
Encodes
Decodes
Message
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Attitude & Behaviour Cycle
Your AttitudeYour Attitudeaffectsaffects
Your Your BehaviourBehaviour
affectsaffects My AttitudeMy Attitude affectsaffects
My My BehaviourBehaviour
affectsaffects
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How can conflict be managed successfully?
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Strategies to Resolve Conflicts
•Assume you do not have all the answers.
•Ask questions to understand the other person(s).
•Be prepared to compromise or make a deal.
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Active listening•Really listen to what they are
saying•Focus your attention on them•Use non-verbal cues (e.g. nodding
the head)•Paraphrase what they have said,
to show that you have understood.
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These are all the same -
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A piece of cheese!
A
B
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Empathy• It works because it
acknowledges people’s feelings
– Try to put yourself in their shoes – Acknowledge their feelings – Step alongside them, try to see
things from their point of view
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Outcomes of conflict
Lose – loseWin – loseWin - win
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Resolving the Conflict
Looking for a win-win
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How can conflict be managed
successfully?Win-win conflict.
Both parties achieve their desires.
Collaboration or problem solving are forms of win-win conflict.
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Reaching win-win
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To Achieve Win/Win Results
Gain participation from everyone involved in the conflict.
State the reason to work on a solution.
•Use empathy. Have each party see the problem/situation from the other point of view. State what you want.
•Repeat what you hear.
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Components of Conflict
When you have to deal with conflict
tackle the emotional issues first
then address values and interests
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