Conflict management
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Transcript of Conflict management
Department of INDUSTRIAL ENGINEERING & MANAGEMENT
MUET JAMSHORO , SINDH
TOPIC:
• Mohammad Younus 08IN70
Presented by:Presented by:
Department of INDUSTRIAL ENGINEERING & MANAGEMENT
MUET JAMSHORO , SINDH
© 2007 Prentice Hall Inc. All rights reserved.
Conflict
Conflict Defined A process that begins when one party
perceives that another party has negatively affected, or is about to negatively affect, something that the first party cares about.Is that point in an ongoing activity
when an interaction “crosses over” to become an interparty conflict.
© 2007 Prentice Hall Inc. All rights reserved.
Positive FeelingsPositive FeelingsPositive FeelingsPositive FeelingsNegative EmotionsNegative EmotionsNegative EmotionsNegative Emotions
Conflict DefinitionConflict DefinitionConflict DefinitionConflict Definition
Why Conflict Arises
Type “A” Personality
Vs.
Type “B Personality
Type ”A” Personality
Highly CompetitiveStrong PersonalityRestless when
inactiveSeeks Promotion
Punctual Thrives on deadlinesMaybe jobs at once
Type “B” Personality
Works methodicallyRarely competitiveEnjoys leisure timeDoes not anger
easilyDoes job well but
doesn’t need recognition
Easy-going
Aggressive PeopleBody language
Stiff and straight Points, bangs tables to emphasize
points Folds arms across body
Verbal language “I want you to…” “You must…” “Do what I tell you!” “You’re stupid!”
Aggressive people are basically insecure….. Try toavoid them.
Submissive people
Body Language Avoids eye
contact Stooped posture Speaks quietly Fidgets
Verbal Language “I’m sorry” “It’s all my fault” “Oh dear”
Submissive people have a great senseof inferiority
Assertive PeopleBody language
Stands straight Appears composed Smiles Maintains eye contact
Verbal language “Let’s” “How shall we do this?” “I think… What do you think?” “I would like…”
© 2007 Prentice Hall Inc. All rights reserved.
Types of ConflictTask Conflict
Conflicts over content and goals of the work.
Relationship Conflict
Conflict based on interpersonal relationships.
Process Conflict
Conflict over how work gets done.
Causes of conflict
Causes:
• Poor communication
•Lack of openness
• Failure to respond to employee needs
Causes:
• Poor communication
•Lack of openness
• Failure to respond to employee needs
Preventing Conflict
Assess positive and negative personality traits of people involved
Determine personality type Aggressive Submissive Assertive
Assess if people are introvert or extroverts...
Preventing Conflict
Review past conflictsAssess communication skills of
those involvedRead body language of participants
Preventing ConflictTry to reduce conflict
Realize that communication is colored by personal experience, beliefs, fear, prejudices
Try to be neutral Plan the timing and place of the
conversation Realize that outside stress may add to
confrontation Eliminate/reduce external
interruptions
Preventing Conflict
Manage the language used Neutral vs. loaded words Reduce technical language Allow for cultural differences in
language Words may have different meanings
for different people…ask them to elaborate
Aids to Communication
Listen Actively RelaxObserve body
languageDevelop interest in
others interestsAsk for clarificationPlan what you are
going to say
Tailor words to person
Determine the best timing
Determine the best place
Why is the conversation necessary
Personalities who cause conflict
AggressorPassiveAbsenteeError proneNegative
attitudeChatterboxDo nothing
Personalities who cause conflict
UnreliableTime wasterResentful person
When we get into arguments with people, the problem won’t be sorted until both parties feel that they have been treated fairly.
Grrrrr…..
Grrrrr…..
In order to make things fair, all parties have to:
UnderstandAvoid making things worseWork togetherFind a solution
First we have to try to understand – by putting ourselves in the other person’s shoes.
Each person must be allowed to say how
they feel – without being interrupted.
In order for it to work:
Each person must listen carefully to what
the other has to say.
Everyone must make sure they don’t make
the situation worse … so
NO:
put downsrevealing of secretsscreaming or shoutingfighting, kicking, pushing!
Each person must be determined to work
together with the others.
This means:Taking turnsSpeaking quietly, but firmlyActive listeningTalking about how you feel, without
blaming anyone.
Now find a solution by brainstorming together.
Think of as many ideas as possible!
All parties must take responsibility for their part of the agreement.
And stick to what has been decided.
…. And be prepared to talk again if things aren’t improving.
How’s about another chat?
O.K. That’s cool!
Once there were two women who both wanted a lemon.
However, as luck would have, it there was only one left in the shop.
Without discussion they both agreed to take half.
One woman took her half lemon home and squeezed it to make a drink.
The juice barely covered the bottom of the glass!
The other grated the rind to make an lemon flavoured cake (although it wasn’t as flavoursome as she had hoped).
The juice went everywhere!
Had they taken the time to talk and negotiate with each other, they both could have had what they wanted- the juice or the rind of a whole lemon!
Glossary
Negotiate - to discuss something
Mediate – to act as a go between
Resolve – to make your mind up
Prepared by, Name: Mohammad Younus Nationality: Pakistani Date of birth: 24th November
1988 Degree: Graduation (B.E
Industrial Engineering &
Management) Year of Study: Final year. Roll No. 08IN70 University: Mehran University
of Engineering and Technology (M.U.E.T) Jamshoro.