Conflict

Management
 PRAY

O, Allah! Take us out of

the darkness of false
notions & Bestow
upon the light of
understanding.
 INAYAT SHAH
 Master Degree in Public
Administration
 Master Degree in Political
Science
 Post Graduate Diploma in Local
Government
 Master Trainer From LUMS
 Diploma in Human Rights
 Email: inayat.sti@gmail.com
 Self introduction
exercise
Assalam-o-Alaikum!
My name is ______________.
My hometown is __________ and I really like it because
____________.
There are many things I am good at and one of them is
_________________.
If I could change one thing about myself, it would be
___________.
I am really glad to be here right now because
_______________.
As far as future plans are concerned, I hope to be
_____________someday.
CONTENTS
✗ Definition
✗ Causes
✗ Types
✗ Levels of conflict
✗ Stages of conflict
✗ Conflict resolution
✗ Strategies to resolve conflict
✗ Process of conflict resolution
✗ Barriers to conflict resolution
✗ Tips for conflict resolution
STAGES OF CONFLICT

Crisis
Tension

Misunderstan
ding

Incident

Discomfo
rt
CONFLICT DEFINITION:
✗ An expressed struggle between at least two
interdependent parties who perceive incompatible goals,
scarce rewards, and interference from the other party in
achieving their goals.

✗ “Any opposition or difference of wishes, needs, statements,

arguments, actions or principles between two or more staff
members, or between staff members and the
Organization.”

✗ Conflict is an inevitable and unavoidable part of our

everyday professional and personal lives.
✗ According to Joe Kelly, “conflict is defines
as opposition or dispute between
persons, groups or ideas.”

✗ According to Follett, “conflict is appearance

of difference , difference of opinions, of
interest.”

✗ A serious disagreement or argument between

two or more persons
GOODPERSONSARENOWHE
RE
CAUSES OF CONFLICT

I. Communication aspect
II. Behavioral aspect
III. Structural aspect
I. Communication Aspect

✗Improper communication can be a cause of conflict

✗The problem of communication process may be due
to:
• Too much or too little communication
• Filtering – information is passed through many
levels or through many members
Semantic Problems

✗Arise due to difference in background, training,

selection, perception and inadequate information
about others
• For instance, Ladies works like this (positive vs.
negative)
• Problem of Noise (External vs. Internal)
• The amount of information is functional up to a
point.
After that it becomes a source of conflict.
II. Behavioral aspect

It arises because of:

✗ Personality traits
✗ Human thoughts and feelings
✗ Emotions and Attitude
✗ Values
✗ Perceptions
✗ Personal biases regarding religion, race or sex.
✗ Arises due to different view points about various issues.
III.Structural aspect

✗These conflict arises due to the structural design of the

organizations.
✗Factors are:

• Size of the organization: The larger the size more will be

the chances of conflicts.
• Line and staff units: Greater the distinction within the
organization more chances of conflicts.
• Participation of the subordinates in the decision-making
process
• Role ambiguity: when the role of an individual is not clearly
defined, it will cause conflict especially between this individual
and other people who depend on his activities

• Poorly designed work flow structure poorly planned coordination

(where tasks are interdependent)

• Scarcity of resources
Capital
Facilities
Staff assistance etc.
Cause conflict among the people and units who must share these and
who have to compete for them
Three Types of Conflict

✗ 1. Personal ✗ 2. ✗ 3. Conflicts
or Instrument of Interest-
Relational al Conflicts- concern the
Conflict- are are about ways in
usually goals, which the
about structures, means of
identity or procedures achieving
self-image. and means. goals are
distributed
LEVELS OF CONFLICT
1. Individual level:
✗ Intrapersonal conflict: ✗ Interpersonal conflict:
Conflict occurs within an Refers to a conflict
individual. It is a type of between two or more
conflict that is psychological individuals due to
involving the individuals differences in their goals or
thoughts, values, principles values .This occurs
and emotions. Leads to typically due to how people
restlessness and uneasiness are different from one
or even cause depression another.
2. Group level:
✗ Intragroup conflict: Arises ✗ Intergroup conflict:
within the group’s members Disagreement and conflict
which often affect group’s that arises between two or
performance. more groups within an
organization. Also defined as
conflict between two or more
groups of people including
families, schools, gangs,
religious groups or nations
3. Organizational level:
✗ Intra-organizational ✗ Inter-organizational
conflict: Conflict arises conflict: Conflict arises
with in various levels and across the organization
departments of
organization
Consequences of conflict:

Positive consequences Negative consequences

✗ Leads to new ideas ✗ Diverts energy from work
✗ Stimulates creativity ✗ Threatens psychological
✗ Motivates change well-being
✗ Promotes organizational ✗ Waste resources
vitality ✗ Creates a negative
✗ Helps individuals and climate
groups establish ✗ Breaks down group
identities cohesion
✗ Serve as a safety value ✗ Can increase hostility
to indicate problems and aggressive behaviors
STAGES OF CONFLICT

Crisis
Tension

Misunderstan
ding

Incident

Discomfo
rt
CONFLICT TRIGGERS

✗ Different work methods

✗ Different goals
✗ Personalities
✗ Stress
✗ Different view points or perspectives

✗ Communications is the resolution to the majority of conflict

When you are in conflict…

✗ Assess your feelings regarding the dispute

✗ Pinpoint behaviors, actions, words, decision that ere
involved
✗ Discuss all frustrations
✗ Take some time away from the difficulty
✗ Define the goal/ purpose/ outcome
✗ Meet with the other party
✗ Explain your views, concerns, ides in a non-emotional
way
✗ Allow the other person time to respond
✗ Listen to understand!
✗ Discuss how to move forward.
Conflict outcomes

✗ Lose-lose ✗ Win-lose ✗ Win-win

-A result of conflict -A result when only -An outcome when

when all parties one side perceives each side of
end up being worse the outcome as dispute feels they
off positive. have won.
 CONFLICT
RESOLUTION
How to resolve a conflict ?

✗ 1st: Analyze what is at the center of the conflict

-Brainstorm
✗ 2nd: Determine the strategy that will be used to resolve the
conflict
-Competition
-Collaboration
-Compromise
-Avoiding
-Accommodating
✗ 3rd: Start pre-negotiations and re-assess
✗ 4TH: Begin the negotiation phase
✗ 5TH: Implement the negotiations mage
Five basic ways of addressing conflict were identified
by Thomas and Kilmann in 1976:
1. COMPETITION
✗ The competing method involves handling conflict through
unilateral decision making. This is most appropriately used
by managers and leaders in the workplace

✗ Theme: “Might makes right”

✗ Win-Lose situation
✗ This approach is appropriate in emergencies
……
 Used primarily for:
• Situations that involve quick action
• Instances where there is no compromise or debate
 Plus
• The winner is clear and usually experience gains
 Minus
• Establishes the battleground for the next conflict
2. COLLABORATING
 The collaborating method involves handling the conflict
through team inputs. Means of handling conflict is particularly
useful if all parties in conflict ant to find a resolution, but are
unable to agree on what the resolution should be.

 Theme : “two heads are better than one”

 Win-Win approach
 Better for Complex situations
 Need High degree of trust
……
 Used primarily for:
• Gaining support from the team
• Using different perspectives as an opportunity to learn
• Improving relationships through collaboration
 Plus
• Everyone “wins” and it Creates good feelings
 Minus
• Hard to achieve because it requires great deal of cooperation
between and among the members of the group
3. COMPROMISE
 The comprising method involves handling the conflict by
reaching a resolution that involves a “win” on both sides of
the table.

 Theme: “split the difference”

 Some-win some-lose strategy
 Moderate level of assertiveness and collaboration
 Temporary solutions
……
 Used primarily for:
• Resolving issues od moderate to high importance
• Finding solution that involves equal power and strong
commitment on both sides
• Situations where temporary fix may be needed
 Plus
• Shows good will and establishes friendship
 Minus
• No one gets what they want May feel like a dead end
4. ACCOMODATION
 The accommodating method is a way of handling conflict by
allowing other side to “win.”

 Theme: “kill your enemies with kindness”

 It a lose-win approach
 This is effective when other party is expert to have a better
solution
 Helpful to preserve future relationship
 ……
 Used primarily for:
• Maintaining perspective in conflict situation
• Making active decision on what can be “let go” vs. what needs another
method
• Keeping the peace and creating goodwill
 Plus
• Curtails conflict situation
• Enhances ego of the other
 Minus
• Sometimes establishes a precedence
• Does not fully engage participants
5. AVOIDANCE
 The avoiding conflict method is a way of handling conflict by
making an active decision to not handle the conflict.

 Theme : “ leave well enough alone”

 Lose-lose approach
……
 Used primarily for:
• un important or unrelated issues
• Buying time until a resolution can be reached
• Recognizing issues as symptoms

 Plus
• Does not create heated arguments
 Minus
• No gains on both parties
What are some positive ways to solve a conflict ?
What conflicts have you had in the past ?
What are some negative ways to solve a conflict ?
 S= Source: Identify the source of the
conflict

STABEN T= Time and Place: Best time and place to

tool to resolve discuss the conflict or concern

A=
conflict Amicable: Start your conversation with
a positive about the person

B= Behavior: State the problem behavior

concisely

E= Emotion: Because of your “behavior” I

feel…

N= Need: What you need to make it right

 T- Take a time out
T.A.L.K
STRATEGY A- Allow each person to talk

✗ An effective way L- Let each person ask questions

of resolving
conflict through K- Keep brainstorming
negotiation
A.E.I.O.U model of managing
conflict:
A- Assume the other person means well and wants to
resolve the conflict

E- Express your feelings

I- identify what you would like to happen

O- Outcomes you expect should be made clear

U- Understanding on mutual basis is achieved

What doesn’t
work?
Yelling, refusing to change
or compromise, refusing to
work out the conflict,

What does
work?
Negotiation, mediation
and looking at both , A
win-win attitude
CONFLICT ESCALATORS

• Lack of understanding
• Passivity
• Aggressiveness
• Personality focus
• Negativity
• Tunnel vision

 Other main ingredients of conflict :

• Desires, Needs, Perceptions, Power
Values, Feelings
CONFLICT REDUCERS

• Attentiveness
• Assertiveness
• Respectful Tolerance
• Issue Focus
• Positive Expectations
• Wide Perspective
Key elements of conflict resolution

 How you talk

 How you listen
 How you respond
 Managing the process
 Win-Win solutions
 Use active listening
Make sure that skills to ensure that
good you hear and
relationships are understand other’s
the first priority positions and
perceptions.

When you talk use an adult,

assertive approach rather
than a submissive or
aggressive style
✗ What do you see ?
✗ By shifting
perspective you
might see an old
woman or a young
woman
Process of conflict management

1. Clarify the disagreement

2. Establish the goals (what does each party want)
3. Discuss the facts (behavior, actions)
4. Assess the feelings of each party
5. Determine barriers to compromise
6. Agree upon a solution
7. Discuss solution timeline/ action items
What doesn’t
work

That’s true but…

What does
work

That’s true and…

Barriers to conflict
management
✗ In order to manage conflicts productively we must recognize
and overcome these barriers

 Avoidance: This is where people want to avoid dealing with

their conflicts/problems.

 Non-assertiveness – Not being able to speak your mind or

let others speak their mind can cause more frustration and
distorts communication.

 Misanalysis – Buying into someone else’s problems or failing

to think about the actual conflict can cause inappropriate
behavior.
……

 Escalation – Becoming defensive and thereby escalating the

situation to an ego conflict can cause disasters.

 Dirty fighting – Using strategies associated with

nonassertive or aggressive behavior promotes poor
communication and leads to escalation.

 Competing – Need to cooperate and work together . Don’t

look for a win-lose solution, need to seek a win-win solution.
Tips for conflict management

✗ Stay relaxed. Try to relieve the stress

✗ Recognize and manage your emotions
✗ Improve your non-verbal communication
skills
✗ Use appropriate humor
✗ Make the relationship your priority
✗ Focus on the present
✗ Pick our battles
✗ Be willing to forgive
✗ Let it go