Conflict And Conflict ResolutionConflict And Conflict Resolution

Presented by,Presented by,Ms.Shwetha.H(40)Ms.Shwetha.H(40)

Topics to be covered:Topics to be covered: ConflictConflict Conflict ResolutionConflict Resolution Process Of Conflict Process Of Conflict Types Of ConflictTypes Of Conflict Types Of Conflict ResolutionTypes Of Conflict Resolution

Surprise:Surprise: Conflict-PowerPt.ppt

What is Conflict?What is Conflict?

Conflict is when two or more values, perspectives & opinions Conflict is when two or more values, perspectives & opinions are contradictory in nature & haven’t been aligned or agreed.are contradictory in nature & haven’t been aligned or agreed.

A disagreement between people that may be the result of A disagreement between people that may be the result of different:different:

o Ideas Ideas o Perspectives Perspectives o Priorities Priorities o Preferences Preferences o Beliefs Values Goals Organization structuresBeliefs Values Goals Organization structures

An opportunity to make a difference;An opportunity to make a difference;whether positive or negative, it is a choice!whether positive or negative, it is a choice!

Views of conflictViews of conflict Traditional viewTraditional view The belief that all conflicts are harmful and must be The belief that all conflicts are harmful and must be

avoidedavoided Human relations viewHuman relations view That belief that conflict is a natural and inevitable That belief that conflict is a natural and inevitable

outcome in any groupoutcome in any group Integrationist viewIntegrationist view The belief that conflict is not only a positive force in The belief that conflict is not only a positive force in

group but that it is absolutely necessary for a group to group but that it is absolutely necessary for a group to perform effectivelyperform effectively

What doesn’tWhat doesn’tWork?Work?

That’s true but…

BlameBlame

Types Of ConflictTypes Of Conflict Functional and dysfunctional Functional and dysfunctional

conflictconflict Individual-level conflictIndividual-level conflict InterpersonalInterpersonal interpersonalinterpersonal Group-level conflict Group-level conflict Organizational-level conflictOrganizational-level conflict

Functional and Dysfunctional Functional and Dysfunctional conflictconflict

Functional – support the Functional – support the goals of the group and goals of the group and improves its improves its performance.performance.

ConstructiveConstructive Increase information & Increase information &

ideasideas Encourages innovative Encourages innovative

thinkingthinking Unshackles different Unshackles different

points of viewpoints of view

Dysfunctional – conflict Dysfunctional – conflict that hinders group that hinders group performance. performance.

Tension, anxiety, Tension, anxiety, stressstress

Reduce trustReduce trust Poor decision because Poor decision because

of withheld or distortedof withheld or distorted Reduce informationReduce information

Individual conflict:Individual conflict:

Intra individual conflictIntra individual conflict

Within every individual there are usuallyWithin every individual there are usually– A number of competing needs and rolesA number of competing needs and roles– A variety of ways that drives and roles can be A variety of ways that drives and roles can be

expressedexpressed– Many types of barriers that can occur between the Many types of barriers that can occur between the

drive and the goaldrive and the goal– Both negative and positive aspects attached to Both negative and positive aspects attached to

desired goalsdesired goals

CausesCauses Conflict due to frustrationConflict due to frustration Goal ConflictGoal Conflict Role Conflict – may be conflict between personality of Role Conflict – may be conflict between personality of

the person and the expectations of the rolethe person and the expectations of the role

Interpersonal conflictInterpersonal conflict

– Personal differencesPersonal differences– Information deficiencyInformation deficiency– Environmental stressEnvironmental stress

Group ConflictGroup ConflictIntragroup conflict:Intragroup conflict:o conflict among members of a groupconflict among members of a groupo early stages of group developmentearly stages of group developmento ways of doing tasks or reaching group’s goalsways of doing tasks or reaching group’s goalsIntergroup conflict:Intergroup conflict: between two or more groupsbetween two or more groups Family run business can be especially prone to severe Family run business can be especially prone to severe

intra-group and other types of conflicts. These conflicts intra-group and other types of conflicts. These conflicts typically become more intense when an owner-founder typically become more intense when an owner-founder approaches retirement, actually retires or dies. The way approaches retirement, actually retires or dies. The way the two sons of the late Dhirubhai Ambani fighting on the two sons of the late Dhirubhai Ambani fighting on ownership and control of Reliance Industries is a typical ownership and control of Reliance Industries is a typical example.example.

Organizational conflictOrganizational conflict The discord that arises when goals, interests or values The discord that arises when goals, interests or values

of different individuals or groups are incompatible and of different individuals or groups are incompatible and those people block or thwart each other’s efforts to those people block or thwart each other’s efforts to achieve their objectives.achieve their objectives.

Conflict ResolutionConflict Resolution is the process of resolving a dispute by addressing is the process of resolving a dispute by addressing

and meeting at least some of each side’s needs and and meeting at least some of each side’s needs and concernsconcerns

The Five Styles of Conflict ResolutionThe Five Styles of Conflict Resolution••AccommodationAccommodation, ignores self , ignores self • • AvoidingAvoiding, ignores me, you, context-- “super-rational”, ignores me, you, context-- “super-rational”• • CompetitionCompetition, ignores others, ignores others• • Compromise Compromise is “close” (each gives up something, is “close” (each gives up something,

gains something) gains something) • • CollaborationCollaboration, counts or considers me, you, , counts or considers me, you, 

Accommodation Style Accommodation Style

The relationship is of great importance while their own The relationship is of great importance while their own goals are of little importance.goals are of little importance.

They think that conflict should be avoided in favour of They think that conflict should be avoided in favour of harmony and that people cannot discuss conflicts harmony and that people cannot discuss conflicts without damaging relationships. without damaging relationships.

They are afraid that if a conflict continues, someone They are afraid that if a conflict continues, someone will get hurt and that could ruin the relationship. will get hurt and that could ruin the relationship.

They give up their goals to preserve the relationship. They give up their goals to preserve the relationship. They like to smooth things over. They like to smooth things over. 

Avoiding StyleAvoiding Style Withdraw into their shells to avoid conflicts. Withdraw into their shells to avoid conflicts. They give up their personal goals and relationships. They give up their personal goals and relationships. They stay away from the issues over which the They stay away from the issues over which the

conflict is taking place and from the persons they are conflict is taking place and from the persons they are in conflict with.in conflict with.

They believe it is hopeless to try and resolve conflicts. They believe it is hopeless to try and resolve conflicts. They feel helpless. They feel helpless.

They believe it is easier to withdraw (physically and They believe it is easier to withdraw (physically and psychologically) from a conflict than to face it.psychologically) from a conflict than to face it.

Competing StyleCompeting Style They try to overpower opponents by forcing them to accept They try to overpower opponents by forcing them to accept

their solutions to the conflict. their solutions to the conflict. Their goals are highly important to them and relationships Their goals are highly important to them and relationships

of minor importance. of minor importance. They seek to achieve their goals at all costs. They seek to achieve their goals at all costs. They do not care if others like or accept them and assume They do not care if others like or accept them and assume

that conflicts are either won or lost and they want to be the that conflicts are either won or lost and they want to be the winner. winner.

This gives them a sense of pride and achievement. This gives them a sense of pride and achievement. Losing gives them a sense of weakness, inadequacy and Losing gives them a sense of weakness, inadequacy and

failure. failure. They try and win by attacking, overpowering, They try and win by attacking, overpowering,

overwhelming and intimidating others.overwhelming and intimidating others.

Compromising StyleCompromising Style They moderately are concerned with their own goals They moderately are concerned with their own goals

and their relationships with others. and their relationships with others. They give up part of their own goals and persuade They give up part of their own goals and persuade

others in a conflict to give up part of theirs. others in a conflict to give up part of theirs. They seek a conflict solution in which both sides gain They seek a conflict solution in which both sides gain

something - the middle ground between two extreme something - the middle ground between two extreme positions. positions.

They compromise; they will give up a part of their goal They compromise; they will give up a part of their goal and relationship in order to find agreement for the and relationship in order to find agreement for the common good.common good.

Collaborative StyleCollaborative Style They view conflicts as problems to be solved and seek They view conflicts as problems to be solved and seek

a solution that achieves both their own and the other a solution that achieves both their own and the other persons goals. persons goals.

They see conflicts as a means of improving They see conflicts as a means of improving relationships by reducing tension between two people. relationships by reducing tension between two people.

They try to begin a discussion that identifies the They try to begin a discussion that identifies the conflict as a problem to be solved. conflict as a problem to be solved.

By seeking solutions that satisfy everyone, they By seeking solutions that satisfy everyone, they maintain the relationship. maintain the relationship.

They are not happy until a solution is found that both They are not happy until a solution is found that both satisfies everyone's goals and resolves the tensions satisfies everyone's goals and resolves the tensions and negative feelings that may have been present. and negative feelings that may have been present.