CONFLICT MANAGEMENT

By

Dr. Seema Shah

Quora, FB, Linkedin; 4.seema@gmail.com

Slides courtesy: Internet

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LEARNING ABOUT EACH OTHER

Who am I? This talk is based on Workshops and

sessions in STTPs, college,

Publication in conferences and journals

discussions with academicians

some experimentation.

Who are You? Background Qualification Experience Pre requisite

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BEFORE WE BEGIN……..

Agenda Conflict management

You can at any time in the session: Interrupt Comment Share experience

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ACTIVITY

Scenario 1 Have a heated discussion within the group What are your reactions?

Scenario 2 Have a peaceful interaction within a group. What are your reactions?

Reactions: (was it good or bad?, scary, detrimental, did it enrich the team)

CONFLICT MANAGEMENT\ATTITUDE IS EVERYTHING.FLV

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WHY CONFLICT ARISES

Type “A” Personality

Vs.

Type “B Personality

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What is conflict?• A battle, contest or opposing forces

existing between primitive desires and moral, religious or ethical ideas ( Webster’s Dictionary)

• A state of incompatibility of ideas between two or more parties or individuals

Conflict management is the practice of

identifying and handling conflict in a sensible, fair and efficient manner

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HANDOUT

What is a conflict? How do you respond to a conflict? Can you deal with conflict in a different way? What do you do when someone avoids

conflict with you? What are some reasons you choose to avoid

conflict?

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Conflict Management\good teamwork and bad teamwork.flv

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ACTIVITY

List some examples of conflicts in school life. How were they resolved? Did you resolve them? If so how? What was your reaction after the conflict was

resolved?

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TYPE ”A” PERSONALITY Highly Competitive Strong Personality Restless when inactive Seeks Promotion

Punctual Thrives on deadlines Maybe jobs at once

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TYPE “B” PERSONALITY

Works methodicallyRarely competitiveEnjoys leisure timeDoes not anger

easilyDoes job well but

doesn’t need recognition

Easy-going

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AGGRESSIVE PEOPLE Body 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.

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SUBMISSIVE PEOPLE

Body LanguageAvoids eye

contactStooped postureSpeaks quietlyFidgets

Verbal Language“I’m sorry” “It’s all my fault”“Oh dear”

Submissive people have a great senseof inferiority

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ASSERTIVE PEOPLE Body 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…”

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What is your personality type? Conflict Management\Dale Carnegie - Top 10

Quotes.flv

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ACTIVITY List some examples of conflicts in THE LAST TWO

YEARS IN COLLEGE. Why did they occur?

How were they resolved? Did you resolve them? If so how? Was there some specific approach? Comment on the body language. How did your reactions impact the course of the

conflict? What was your reaction after the conflict was

resolved?

Think of some positive outcomes of conflict?

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TYPES OF CONFLICT

Within an individual Between two individuals Within a team of individuals Between two or more teams within an

organization

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CAUSES OF CONFLICT Conflict of aims- different goals Conflict of ideas- different

interpretations Conflict of attitudes - different opinions Conflict of behavior- different behaviors

are unacceptable

Activity Prepare a list of various causes of

conflicts in a college scenario.

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STAGES OF CONFLICT

Conflict arises Positions are stated and hardened Actions, putting into action their chosen

plan Resolution???

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CONFLICT TABLE

Win-Win Lose-Win

Win-Lose Lose-Lose

I win

I loseYou

win

You lose

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METHODS TO DEAL WITH CONFLICTS

Competition (win-lose situation)Accommodation (win-win situation)Avoidance (lose-lose situation)Compromise (lose-lose situation)Collaboration (win-win situation)

Experience sharing!

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WAC’EM METHOD

What’s bothering you?

A -What do you want to Ask the person to do?

Check in to see if what you’ve asked for can happen

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YOUR COMMENTS

Conflict is an unhealthy sign.Is this true?

It reflects dynamicsIs this true?

Conflict Management\Perfect Team work.flv

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MIRROR ACTIVITY

1. Leaning forward in chair2. Leaning back in chair, arms folded3. Resting chin in both hands4. Resting chin on your knuckles5. Yawning6. Smiling7. Frowning8. Smiling and nodding9. Rubbing your temples10. Glancing at watch11. Looking around the room12. Tapping fingers on the table

Discuss your reactions.

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HANDOUT

How powerful is nonverbal communication? Do we all interpret nonverbal messages in the

same way? Why or why not? What is the “correct” interpretation?

What are some things we can keep in mind regarding the messages we send nonverbally?

What are some nonverbal signals we may use in times of conflict that adversely affect resolution?

What are some nonverbal signals that would indicate a willingness to work toward resolution and collaboration?

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PREVENTING CONFLICT

Assess positive and negative personality traits of people involved

Determine personality type Aggressive Submissive Assertive

Assess if people are introvert or extroverts...

Conflict Management\(Updated) Lessons From Geese.flv

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PREVENTING CONFLICT

Review past conflicts Assess communication skills of those

involved Read body language of participants

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PREVENTING CONFLICT

Try 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

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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

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I AM LISTENING ACTIVITY Scenario 1 Today is Saturday. You have a lot of assignments to

complete and submit on Monday. The test is also scheduled on Monday.

Discuss this stressful situation with your friend.

Scenario 2 Results are out and you have scored very good marks.

Tell your good news to your friend.

Discuss the feedback received from the listener. What was your reaction?

Would some questions from the listener have helped? What type of questions?

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AIDS TO COMMUNICATION

Listen Actively Relax Observe body language Develop interest in others interests Ask for clarification Plan what you are going to say

Tailor words to person Determine the best timing Determine the best place Why is the conversation necessary

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STEPS TO RESOLVE CONFLICTS

Assure privacy Empathize than sympathize Listen actively Maintain equity Focus on issue, not on

personality Avoid blame Identify key theme Re-state key theme

frequently Encourage feedback Identify alternate solutions Give your positive feedback Agree on an action plan

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ROLE PLAY

Open ended questions

Trust

Conflict Management\Harsha Bhogle_ Attitude is more important than talent.flv

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ACTIVITY Word search game (individual, group, team)

1. Did you notice an improvement between the two rounds?

2. Why was there such an improvement?

3. Observers, what differences did you notice between the two rounds?

4. What is the difference between working individually, as a group, and as a team?

5. What makes an effective team?

6. In what ways does collaboration benefit you all?

7. Did you have the impression you were in competition with the other teams? If so, did you guard your answers?

8. Is there a possibility that any other teams were able to find additional words? If so, what could we have done differently to see the full effects of collaboration?

9. How can we collaborate more easily in college?

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Why are there difference of opinions among team members? How can these differences be resolved or minimized to achieve team goals within stipulated deadlines? As a team leader what tips can you share for success of the team?

What personal traits are necessary to work amicably in a team? Can these traits be inculcated with practice?

Which is the one single quote you can think of to convince your friend to become positive?

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How would you react if your best friend wanted some inspiration, motivation and advice from you?

What can a student do to inculcate a habit of excellence?

What is the best gift I can give my parents after completing my education?

What is the best and the easiest way to control your anger? How do you ensure that anger does not impact your subsequent activities?

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SUMMARY AND ACTION PLAN

What is the five important things that I have learnt today?

What are the two things I am going to do to change my way of handling conflicts?

What quotes can keep you going on the path to success by ensuring that you continue to be motivated and positive to achieve your goals?

THANK YOU

For your time

For participation in the session

For being a learner

For the work you do everyday!!!!!!!

Contact:

Quora, FB, Linkedin

4.seema@gmail.com