TRAINING & DEVELOPMENT SESSION: For our future Leaders

Fa c i l i t a t e d b y : P r i y a S i v a ra m a n ( 1 0 3 ) Ishan Adlakha (136) P ra k r i t i N a u t i y a l ( 1 5 4 ) Abdur Rahman (158)

Lets together Break the ICE

Conflict
Management

Conflict is
A normal, inescapable part of life. A periodic occurrence in any relationship. An opportunity to understand opposing preferences and values.

I once had a conflict...

The Conflict Triangle

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statements, offences, insults, attacks, etc.

Behaviour

prejudices, believes, perceptions, feelings

Attitude

Context

political, cultural, economical, historical background

Role Play.
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Use cognitive conflict

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Disagreement about

ideas and approaches

Issue focused, not

personal
Characteristic of high

performing groups

Avoid affective conflict

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Personal antagonism

fueled by differences of opinion

Destructive to group

performance and cohesion

How can we keep conflict cognitive?

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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.

Step 1. Make the approach

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Reflect before you begin Invite the other party to

a conversation
Be clear about your

intentions
State your goal - a

positive resolution
Ibid.

Step 2. Share perspectives

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Ask for the other

persons perspective
Paraphrase what you

hear
Acknowledge your

contribution
Describe your

perspective
Ibid.

Name the issues

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Identify topics that the

parties view as important to address

Use concise neutral

language
Avoid pronouns

Use issues to create the

agenda
Foundational Concepts for Understanding Conflict.

Step 3. Build understanding

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Discuss one issue at a

time
Clarify assumptions Explore interests and

feelings

Ibid.

Step 4. Agree on solutions

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Reality test

Is this

doable?
Durability test Is this

durable?
Interest test Does this

meet all parties interests?

Ibid.

Step 5. Plan next steps

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Jointly

create action

plan
What needs to happen?

Who needs to do what?

By when?
How will interaction

take place if problems occur?

Ibid.

Tools for Conflict Management

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18

What doesnt work

Thats true but

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What does work

Thats true and

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What doesnt work

BLAME

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What does work

The third story

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What does work

Contribution Mapping

Group Conflict: Sales vs. Marketing team

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What do you think was happening?

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Could this have happened?

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CONFLICT INTERVENTION STRATEGIES

Negotiation Parties meet (usually without the help of 3rd party) to resolve differences.

Facilitation Neutral or professional 3rd party helps to improve communication between parties, usually in a meeting.
Conciliation 3rd party acts as go-between for parties to meet and resolve differences or dispute. 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.
Adjudication Judge/magistrate imposes decision after hearing legal argument from both sides according to complex legal procedures. Force Power or violence is used in a dominant manner to impose a decision or to force a solution.

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Five Basic Styles in Conflict Situations

AVOIDANCE
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Lose and lose situation The conflict never gets

resolved.

COMPETITION
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Plus

WIN LOSE SITUATION

The winner is clear Winners usually experience gains Establishes the battleground for the next conflict May cause worthy competitors to withdraw or leave the organization

Minus

ACCOMODATING
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Plus

LOSE WIN SITUATION

Curtails conflict situation Enhances ego of the other

Minus

Sometimes establishes a precedence Does not fully engage participants

COMPROMISE
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BOTH WIN A ABIT/ BOTH LOSE A BIT

Plus

Shows good will Establishes friendship No one gets what they want May feel like a dead end

Minus

COLLABORATION
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Plus Everyone wins Creates good feelings Minus Hard to achieve since no one knows how Often confusing since players can win something they didnt know they wanted

WIN WIN SITUATION

What will you now do differently?

We now Welcome

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