Conflict

Submitted by:
Priyanka Singh Sengar
Ayyappa Bonam
Sachin Gurjar
Sapandeep Kaur
Ravinder Pal Sing
Dheerendra Singh
Prashant Tyagi
 Why Conflict Arises

Type “A” Personality

Vs.

Type “B Personality
 Type ”A” Personality

• Highly Competitive
• Strong Personality
• Restless when inactive
• Punctual
Type “B” Personality
• Works methodically
• Rarely competitive
• Enjoys leisure time
• Does not anger easily
• Does job well but doesn’t
need recognition
• Easy-going
 Aggressive People
• Body language
– Stiff and straight
– Points, bangs tables to emphasize points
– Folds arms across body
• Verbal language
– “I want you to…” Aggressive people
– “You must…” are basically
insecure….. Try to
– “Do what I tell you!”
avoid them.
– “You’re stupid!”
 Submissive people
• Body Language • Verbal Language
– Avoids eye contact – “I’m sorry”
– Stooped posture – “It’s all my fault”
– Speaks quietly – “Oh dear”
– Fidgets
Submissive people
have a great sense
of inferiority
 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?”
 Types of Conflict

• Within an individual
• Between two individuals
• Within a team of individuals
• Between two or more teams within an
organization
 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
 Stages of Conflict
• Conflict arises
• Positions are stated and hardened
• Actions, putting into action their chosen
plan
• Resolution???
 Preventing Conflict
• Assess positive and negative personality
traits of people involved
• Determine personality type
– Aggressive
– Submissive
– Assertive
• Assess if people are introvert or
extroverts...
 Preventing Conflict
• Review past conflicts
• Assess communication skills of those
involved
• Read body language of participants
 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
 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
 How to Avoid Conflict in a
Group?
• Listen Actively
• Relax
• Observe body
language
• Develop interest in
others interests
• Ask for clarification
• Plan what you are
going to say
 Personalities who cause conflict

• Aggressor
• Passive
• Absentee
• Negative attitude
• Do nothing
• Unreliable
• Time Waste
 WAC’em method

What’s bothering you?

A -What do you want to Ask the

person to do?

Check n to see if what you’ve ask

for can happen
When we get into arguments with people,
the problem won’t be sorted until both
parties feel that they have been treated
fairly.
Grrrrr….. Grrrrr…..
 In order to make things fair, all parties
have to:
• Understand
• Avoid making things worse
• Work together
• Find a solution
First we have to try to understand – by
putting ourselves in the other person’s
shoes.
Each person must be allowed to say how
they feel – without being interrupted.

In order for it to work:

Each person must listen carefully to what

the other has to say.
Everyone must make sure they don’t make
the situation worse … so

NO:
put downs
revealing of secrets
screaming or shouting
fighting, kicking, pushing!
Each person must be determined to work
together with the others.

This means:
Taking turns
Speaking quietly, but firmly
Active listening
Talking about how you feel, without
blaming anyone.
Now find a solution by brainstorming
together.

Think of as many ideas as possible!

All parties must take responsibility for
their part of the agreement.

And stick to what has been decided.

…. And be prepared to talk again if things
aren’t improving.

How’s about
another chat?
O.K. That’s cool!
 Conflict Resolution:
When Crucial Conversations Matter
 Why should we have crucial
conversations?

• It will improve our health

• It will improve our relationships

• It will enhance our job performance and success

• It will make a difference

 Key Components of Conflict Resolution:
Controlling emotional responses

• Seeking understanding

• Identifying needs and common interests

• Seeking mutual benefit or purpose

 Conclusion:
Six things to keep in mind
when in a crucial conversation

• Start with yourself – reflect

• Share your facts

• Tell your story

• Ask for their story (and be open to hearing it!)

• Encourage dialogue by enacting mutual purpose

 Flowchart For Problem Resolution

YES NO
Is It Working?

Don’t Mess With It!

YES Did You Mess
With It?
You IDIOT!
NO

Anyone Else YES YES

You’re SCREWED! Will it Blow Up
Knows?
In Your Hands?

NO
NO NO
Can You Blame
Hide It! Someone Else? Look The Other Way!

YES
NO PROBLEM!