16-12-2011 conflict-and-conflict-resolution-1222157361594383-9[1]
Conflict Management Slides (1) (1)
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Transcript of Conflict Management Slides (1) (1)
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TRAINING & DEVELOPMENT
SESSION: For our future Leaders1
F a c i l i t a t e d b y :
P r i y a S i v a r a m a n ( 1 0 3 )
I s h a n A d l a k h a ( 1 3 6 )
P r a k r i t i N a u t i y a l ( 1 5 4 )
A b d u r R a h m a n ( 1 5 8 )
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Lets together Break the ICE
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Conflict
Management
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4
Conflict is
A normal, inescapable part of life. A periodic occurrence in any relationship.
An opportunity to understand opposing preferences and
values.
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I once had a conflict...
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The Conflict Triangle6
Behaviour
Attitude
Context
statements, offences,
insults, attacks, etc.
prejudices,believes,
perceptions,
feelings
political, cultural,economical,
historical
background
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Role Play.7
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Use cognitive conflict
Disagreement about
ideas and approaches
Issue focused, not
personal
Characteristic of high
performing groups
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Avoid affective conflict9
Personal antagonism
fueled by differencesof opinion
Destructive to group
performance and
cohesion
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How can we keep conflict cognitive?
1. Make the approach
2. Share perspectives
3. Build understanding
4. Agree on solutions
5. Plan next steps
Mediation Services. (2003). Foundational concepts for understanding conflict. Winnipeg, MB,
Canada.
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Step 1. Make the approach
Reflect before you begin
Invite the other party to
a conversation
Be clear about your
intentions
State your goal - apositive resolution
Ibid.
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Step 2. Share perspectives
Ask for the other
persons perspective
Paraphrasewhat youhear
Acknowledgeyour
contribution Describeyour
perspectiveIbid.
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Name the issues
Identify topics that the
parties view as
important to address
Use concise neutral
language
Avoid pronouns
Use issuesto createthe
agenda
Foundational Concepts for Understanding Conflict.
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Step 3. Build understanding
Discuss one issue at a
time
Clarifyassumptions
Exploreinterests and
feelings
Ibid.
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Step 4. Agree on solutions
Reality test Is this
doable?
Durability test Is this
durable?
Interest test Does this
meet all parties
interests?
Ibid.
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Step 5. Plan next steps
Jointly create action
plan
What needs to happen?
Who needs to do what?
By when?
How will interaction
take place if problems
occur?Ibid.
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Tools for
Conflict Management17
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Thats true but
What
doesntwork
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Thats true and
What
doeswork
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BLAME
What
doesntwork
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The third story
What
doeswork
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Contribution Mapping
What
doeswork
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Group Conflict:
Sales vs. Marketing team23
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What do you think was happening?24
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Could this have happened?25
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CONFLICT INTERVENTION
STRATEGIES
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Negotiation
Parties meet (usually without the help of 3rd party) to resolve differences.
Facilitation
Neutral or professional 3rd party helps to improve communication betweenparties, usually in a meeting.
Conciliation
3rd party acts as go-between for parties to meet and resolve differences ordispute.
Mediation
Neutral 3rd party helps parties to resolve differences themselves, improving
relationship between parties.
Arbitration
Neutral 3rd party hears both points of view and then imposes a decision.
AdjudicationJudge/magistrate imposes decision after hearing legal argument from bothsides according to complex legal procedures.
Force
Power or violence is used in a dominant manner to impose a decision or toforce a solution.
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Five Basic Styles in Conflict
Situations
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AVOIDANCE
Lose and lose situation
The conflict never gets
resolved.
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COMPETITION
Plus
The winner is clear
Winners usually
experience gains Minus
Establishes thebattleground for the next
conflict May cause worthy
competitors to withdrawor leave the organization
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WIN LOSE SITUATION
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ACCOMODATING
Plus
Curtails conflict situation
Enhances ego of the other
Minus Sometimes establishes a
precedence
Does not fully engage
participants
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LOSE WIN SITUATION
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COMPROMISE
Plus
Shows good will
Establishes friendship
Minus
No one gets what theywant
May feel like a dead end
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BOTH WIN A ABIT/ BOTH LOSE A BIT
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COLLABORATION
Plus Everyone wins
Creates good feelings
Minus Hard to achieve since no
one knows how
Often confusing sinceplayers can win
something they didntknow they wanted
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WIN WIN SITUATION
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What will you
now dodifferently?
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We now Welcome