managing conflict in an organization

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    Managing Conflict in

    an organization

    Hasan Iqbal

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    Wh at is Conflict?

    Conflict is a process that begins when oneparty perceives that another party hasnegatively affected, or is about tonegatively affect, something that the first party cares about

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    Why Conflict Arises

    Type A Personality

    Vs.

    Type B Personality

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    T yp e A Personalit y

    Highly CompetitiveStrong PersonalityRestless wheninactiveSeeks PromotionPunctualThrives on deadlinesMaybe jobs at once

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    T yp e B Personalit y

    W orks methodicallyRarely competitive

    Enjoys leisure timeDoes not anger easilyDoes job well but

    doesn t needrecognitionEasy-going

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    Aggressive Peo p leB ody language

    Stiff and straight

    Points, bangs tables to emphasizepointsFolds arms across body

    Verbal language I want you to You must Do what I tell you!

    You re stupid!

    Aggressive peopleare basicallyinsecure.. Try toavoid them.

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    Su bmissive p eo p le

    B ody Language Avoids eye contactStooped postureSpeaks quietlyFidgets

    Verbal Language I m sorry It s all my fault

    Oh dear

    S ubmissive peoplehave a great senseof inferiority

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    Assertive Peo p leB ody language

    Stands straight

    Appears composedSmilesMaintains eye contact

    Verbal language Let s How shall we do this? I think W hat do you think? I would like

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    T yp es of Conflict

    W ithin an individualB etween two individuals

    W ithin a team of individualsB etween two or more teams withinan organization

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    S tages of Conflict

    Conflict arisesPositions are stated and hardened

    Actions, putting into action theirchosen planResolution???

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    Preventing Conflict

    Assess positive and negativepersonality traits of people involvedDetermine personality type

    AggressiveSubmissive

    Assertive Assess if people are introvert orextroverts...

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    Preventing Conflict

    Review past conflicts Assess communication skills of thoseinvolvedRead body language of participants

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    Preventing Conflict

    Try to reduce conflictRealize that communication is coloredby personal experience, beliefs, fear,prejudicesTry to be neutralPlan the timing and place of the

    conversationRealize that outside stress may add toconfrontationEliminate/reduce external interruptions

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    Preventing Conflict

    Manage the language usedNeutral vs. loaded wordsReduce technical language

    Allow for cultural differences inlanguageW ords may have different meanings fordifferent people ask them to elaborate

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    Aids to Comm u nication

    Listen ActivelyRelax

    Observe bodylanguageDevelop interest inothers interests

    Ask for clarificationPlan what you aregoing to say

    Tailor words toperson

    Determine the besttimingDetermine the bestplaceW hy is theconversationnecessary

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    Personalities w h o ca u se conflict

    AggressorPassive

    AbsenteeError proneNegative attitudeChatter box

    Do nothingUnreliableTime wasterResentful person

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    W ACem met h od

    W hat s bothering you?

    A - W hat do you want to Ask theperson to do?

    Check in to see if what you ve askedfor can happen