CONFLICT AND CONFLICT

MANAGEMENT
Discussant:
JENNY ROSE O. NAVARRO
MaEd-Edma
A. What is
? 2
What is CONFLICT?

• Disagreement
• Collision
• Difference 3
• Inevitable,
because, we
are dealing
with people’s
lives, jobs,
pride, self-
concept, ego
& sense of
What does Mr. Webster say
about CONFLICT?
• A battle, contest
or opposing
forces existing
between
proactive desires
and moral,
religious or
 • A state of
incompatibility of
ideas between two
or more parties or
individuals

• A natural
disagreement
resulting from
individuals or
groups that differ
 TYPES OF CONFLICT

Functional – beneficial and

constructive (positive)

Dysfunctional - destructive (negative)

When does CONFLICT occur?
• When two or more
values, perspective
& opinion are
contradictory in
nature & have not
been aligned or
agreed about.
• When individuals or
groups are not
obtaining what they
need or want & are
Common causes of
conflicts
• Scarcity of resources (finance,
equipment, facilities, etc.)
• Poor communication
• Different attitudes, values or
perceptions.
 • Lack of teamwork
• Lack of clarity in roles and
responsibilities
• Dissatisfaction with management
style
 Conflict Actors and Factors
• Inner values
loyalties
priorities

• Person vs. Person personalities

values
loyalties

• Intragroup choosing sides

• Person vs. Group rule-breaking

anti-norm
 SOURCES OF CONFLICT
Content Conflict Source Potential Solution

Content Conflict Disagreement on Check another source

items of content, or to verify who is right
rightness of ideas
Values Conflict Disagreement on Tolerate value
basic values and differences, listen,
beliefs communicate
Negotiation-of- Difficulties with self- Build positive and
Selves Conflict definition stable self-concept

Institutionalized Competition over Address/revise

Conflict resources or power organizational policies
within a company or structure
CONFLICTS can happen ….
1.Between Individuals
–
differing styles of
communication,
ambitions,
political/religious
views & different
cultural backgrounds.
SIGNS:

1. Colleagues not speaking to

each other
2. Contradicting and bad-
mouthing one another
3. Deliberately undermining or
not cooperating with each
other to the downfall of the
team.
COKE VS. PEPSI
2. Between groups of
people – tend to
emphasize their group is
“better than” or
SIGNS:
• Faction meeting to
discuss issues
separately when
they affect the
whole organization;
• Groups using
threatening slogans
or symbols to show
that their group is
 3. Within group of people –
individual differences or rivalry
between subgroups.
SIGNS:
• One group is being left out of
organizing an event which should
include everybody.

• Groups not respecting point of

view of another group.
POSITIVE OUTCOMES
OF CONFLICT:
 1. Growth, creativity &
innovation;
2. New ways of thinking;
3. Additional management
options;
4. Raising and addressing
problems;

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5. Helping people learn how
to
recognize and benefit from
their
differences;

6. Release of emotion, anxiety

or
stress;
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 7. Improved quality of
decisions;

8. Challenging the status quo

and
promoting creation of new
ideas.
D. CONFLICT becomes a problem
when....
• it hamper productivity;
• Lowers morale;
• Polarizes people and
groups, reducing
• Causes more and continued
conflicts;
• Causes inappropriate
behaviors.

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STYLES OF CONFLICT MANAGEMENT:
5 Approaches to Conflict Resolution
Approach Attitude

COMPETITOR “I actively seek to get my way.”

AVOIDANT “I seek to avoid the conflict situation”.

ACCOMMODATIVE “I seek to work out a solution by giving up

a little of what I want when needed.”

COLLABORATIVE “I seek to work out a mutually satisfying

solution with others.”

COMPROMISING “I seek to work out a solution in which we

each give up a little to get some of what
we want.”
E. STEPS TO MANAGE
CONFLICT (3)
• Step 1 - Analyze the Conflict

• Interview some of the people

involved
• Determine the When, the Why,
the How and Who started

• Ask the following questions:

 1.Are the issues negotiable?
2. What values or interests are
challenged?
3. Will an outside negotiator be
needed?
 Step 2 – Determine your Strategy:
(Objective – “Win-Win” Solution)

• Problem Solving
• Compromise
• Collaboration
• Resolve the
a. Problem Solving
 Problem solving is a mental
process and is part of the larger
problem process that includes
problem finding and
problem shaping.
No pressures, no diamonds.
Difficulties are opportunities
to better things; they are
stepping-stones to greater
experience....
 Harlan
Cleveland
• Leaders are problem
solvers by talent and
temperament, and by
b. Compromise
To compromise is to make a deal
where one person gives up part of
his or her demand. In arguments,
compromise is a concept of finding
agreement through communication,
through a mutual acceptance of
terms—often involving variations
from an original goal or desire.
• "There are three ways of
dealing with difference:
domination, compromise, and
integration. By domination
only one side gets what it
wants; by compromise
neither side gets what it
wants; by integration we find
a way by which both sides
may get what they wish.”
c. Collaboration
Collaboration refers to
the process of a group
of people working
together or the act of
working jointly.

It usually occurs when

two or more people
interact and exchange
knowledge in the
pursuit of a shared,
collective goal.
 d. Resolving Conflicts
1. State how the other person’s
behavior affects you.
2. Make a specific request
3. Listen to the other person without
interrupting
4. Negotiate a solution
5. Work at resolving the conflicts
within yourself

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Stating how the other person’s
behavior affects you.

Statement I: The Triggering

Event
Statement II: Your Feeling(s)
Statement III: The Reason

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 Example: A staffer did not put
things in order in your office

The one in-charge said:

• “When I went to our Office this
morning, it was in disarray (I).
• What happens I feel angry and
frustrated (II).
• Because I know have to arrange it
(again) by myself” (III).

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 Key to the Success of this
strategy:
• Is that you are:
– Direct
– Clear
– Non-attacking
 Key to the Success of this
strategy:
• It is important that you:
– Describe the triggering event as clearly and
concretely
– Describe your own feelings
– Avoid blaming language
– Avoid name calling, put downs, and guessing the
intention of the other person
 BASIC ASSERTIVE RIGHTS

1. THE RIGHT TO ACT IN WAYS

THAT PROMOTE YOUR DIGNITY
AND SELF-RESPECT AS LONG
AS OTHERS’ RIGHTS ARE NOT
VIOLATED IN THE PROCESS.
2. THE RIGHT TO BE TREATED
WITH RESPECT.
3. THE RIGHT TO SAY
“NO” AND NOT
FEEL GUILTY.
4. THE RIGHT TO
EXPERIENCE AND
EXPRESS YOUR
FEELINGS
5. THE RIGHT TO
TAKE TIME TO
SLOW DOWN AND
THINK.
6. THE RIGHT TO CHANGE
YOUR MIND.
7. THE RIGHT TO ASK FOR
WHAT YOU WANT.
8. THE RIGHT TO DO LESS
THAN YOU ARE
HUMANLY CAPABLE OF
DOING.
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 9. THE RIGHT TO ASK
INFORMATION
10. THE RIGHT TO MAKE
MISTAKES.
11. THE RIGHT TO FEEL GOOD
ABOUT YOURSELF.

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AGGRESSION vs. ASSERTIVENESS

Being Aggressive Being Assertive

means: means:
• You are hostile. • making a statement.
• saying or doing • declaring something.
• saying or doing
something that is
something that makes
harmful. a statement about how
• angry words and you feel.
angry behaviors.

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 AGGRESSIVE vs. ASSERTIVE
STATEMENTS STATEMENTS
• “You’re • “When you said I was
stupid, I felt hurt.”
stupid!” • “When you said I was
• “You don’t too skinny, I felt
know what rejected.”
• “When you said I
you’re talking wasn’t doing my
about!” article, I felt
• “You better disappointed. Then I
felt angry.”
stop that right • “When you made fun of
now!” my work in front of the
• “If you say that other staffers, I felt
embarrassed.”
again , you’ll • “When you excluded
be sorry!” my article, I felt
 AGGRESSIVE vs. ASSERTIVE
BEHAVIORS BEHAVIORS
• Adopting threatening • Answering a
posture
• Jabbing at someone’s
question using a
chest with your finger calm, clear voice
• Throwing something • Raising your
• Hitting or kicking voice slightly to
something or someone
• Shoving or pushing
emphasize
someone disappointment
• Breaking something • Making eye
contact and
leaning forward
Making Assertive Statements
1. Use a strong voice, but
not a loud voice.
2. Speak clearly.
3. Speak at a normal
rate, not too fast.
4. Use a lower voice
tone, not high-pitched.

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 Guidelines for Assertive
Behaviors
1. Maintain an alert, but not tense,
posture.
2. Make slower gestures, not quick
and abrupt.
3. Make a relaxed eye contact,
don’t stare intently.
4. Maintain a neutral expression,
don’t smile or scowl.

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Step 3 – Be Positive
& Never give up

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Whenever you’re in conflict with
someone, there is one factor that
can make the difference between
damaging your relationship and
deepening it. That factor is
attitude.
William James
Lethal Weapon 3

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I like brain-teasers. A lot of people do. I saw
one of my favorite mind puzzles in the
movie Lethal Weapon 3. It involves a
bottle and a pen cap. The pen cap is
placed in the bottle right side up, set on a
desk, and the person must figure out how
to get the pen cap out without touching
the bottle.

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Brain-teasers are challenges. Why
is it that there are so many
people who try to avoid
challenges in their lives? Why do
we always refer to life’s
challenges as problems?
 I think people
attempt to avoid
challenges in their
lives because they
fear they may not
be able to
overcome them.
After all, a
challenge is a
contest and
contests end with
All too often our challenges
do not have faces. They
take on a god-like persona,
a mountain with no trails.
The problem appears to be
so big we believe there is
no chance to overcome it.
 Challenges always have a
solution. The solution to the
brain-teaser earlier is to add
water and allow the pen cap
to float to the top, allowing it
to be easily plucked out
without touching the bottle.
Solutions to life’s
challenges aren’t
always obvious.
That’s why they are
challenges. Figuring
out the bottle and
pen cap brain-teaser
was not easy
because the solution
was not at hand.
 If it were only
between the
person, the bottle,
and the pen cap,
the person would
lose. The addition
of water allowed
the person to
overcome the
challenge.
 You have to be
willing to accept
help when it’s
available and
also dare to look
beyond the
usual ways of
attacking a
problem. When
you do so, you
 I have an aunt who loves
puzzles. I can remember
many puzzles, brain-teasers,
and riddles from my
childhood. I couldn’t solve
them all on my own.
There were a few I gave
up on. Afterward, I was
upset with myself for
having given up
because I had been
closer to the solution
than I had thought.
Giving up stripped from
me the feeling of
accomplishment I
desired.
The Climb Moviemaker

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Challenges make
life exciting.
They inspire us.
They force us
outside of our
comfort zone.
They create new
experiences and
force us to learn
• Embrace challenges
with the same
enthusiasm and vigor
that you would a
brainteaser. Don’t give
up.
Please take note of this message:

That you shouldn't give up

even when it gets hard.
That life always throws
something at you but you can
take it, you can make it.
Always try your best, and be
the BEST of what you can BE.
THANK YOU & god bless