CONFLICT MANAGEMENT :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 1 CONFLICT MANAGEMENT Introduction Levels of conflict Views on conflict Types of conflict Methods to manage CONFLICT DECISION MAKING


INTRODUCTION :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 2 INTRODUCTION People belongs to different – Background Point of View Values, Need Personalities When they interact tension are developed Dissension, Confusion, Hostility, Disunity, Harsh treatment, Lack of cooperation are common features. “IT IS A PART OF LIFE”


DEFINITION OF CONFLICT :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 3 DEFINITION OF CONFLICT An active effort by individual or group for its own preferred interest at the cost of others. It is a process in which effort is purposely made by “A” to offset the effort of “B” by some form of blocking, that will result in frustrating “B” in attaining his / her goal. Conflict tends to obstruct cooperative action , create suspicion and distrust and decrease productivity.


LEVELS OF CONFLICT :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 4 LEVELS OF CONFLICT INTRA PERSONAL CONFLICT INTER PERSONAL CONFLICT INTER GROUP CONFLICT INTER GROUP CONFLICT


VIEWS ON CONFLICT :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 5 VIEWS ON CONFLICT TRADITIONAL VIEW- Conflict is harmful & need to be suppressed and avoided. MODERN VIEW- It is a natural occurrence. Conflict should be encouraged, It is necessary for harmonious, peaceful, cooperative atmosphere leading to TEAM WORK


VIEWS…. :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 6 VIEWS…. FUNCTIONAL CONFLICT – Conflict that support the goals of the group and improve the performance are functional or Constructive form of conflict. It is Creatively managed conflict that shakes people out of their mental ruts and give them new points of view.


VIEWS…. :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 7 VIEWS…. DYSFUNCTIONAL CONFLICT- It is a conflict that hinders group performance due to poor communication, lack of openness & trust between people,failure to be responsive to the needs & aspirations of the others.


INTRA PERSONAL CONFLICT :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 8 INTRA PERSONAL CONFLICT FRUSTRATION GOAL CONFLICT ROLE CONFLICT


FRUSTRATION :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 9 FRUSTRATION The obstacle that hinders a person in attaining a goal is a source of a frustration. It is caused by – Environmental Factors Personal inadequacies Conflict frustration


GOAL CONFLICT :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 10 GOAL CONFLICT Conflict related to GOALS Three Types – APPROACH- APPROACH CONFLICT APPROACH – AVOIDANCE CONFLICT AVOIDANCE- AVOIDANCE CONFLICT


ROLE CONFLICT :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 11 ROLE CONFLICT SOURSE OF ROLE CONFLICT – Competitive Environment Differential Reward system Scarce Resource Role Ambiguity Cultural Differences


INTER- PERSONAL CONFLICT :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 12 INTER- PERSONAL CONFLICT JO-HARI WINDOW Knows About Himself Does not know about himself Knows about others Does not know about others


CONFLICT RESOLUTION PROCESS- BASIC ASSUMPTIONS :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 13 CONFLICT RESOLUTION PROCESS- BASIC ASSUMPTIONS Every individual is unique Every individuals has the inborn potentiality to resolve conflict. An Attitude of patience must be maintained Difference of opinions are healthy & beneficial Certain amount of confidentiality must be maintained Anger & Conflict must be accepted. WIN-WIN Approach must be adopted


CONFLICT- RESOLUTION MECHANISM :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 14 CONFLICT- RESOLUTION MECHANISM Define the Problem Collects facts & Opinions Consider all solutions proposed Define the expected result Select the solution Implement the solution.


STRATEGIES- :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 15 STRATEGIES- COMPETITION * COLLABORATION * COMPROMISE * AVOIDANCE * ACCOMODATION * COOPERATIVENESS A s s e r t i v e n e s s


COMPETITION :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 16 COMPETITION When quick decision is vital On important issues where unpopular actions need implementations On issues vital to the organization’s welfare & when you know you are right. Against people who take advantage of non- cooperative behaviour.


COLLABORATION :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 17 COLLABORATION When your objective is to learn Find an integrative solution when both sets of concerns are too important to be compromised.


AVOIDANCE :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 18 AVOIDANCE When a issue is trivial To let people cool down and regain perspective. When others can resolve the conflict more effectively.


ACCOMODATION :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 19 ACCOMODATION When issues are more important to others than yourself to satisfy others. To minimized loss when you are outmatched. When harmony & stability are especially important


COMPROMISE :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 20 COMPROMISE To achieve TEMPORARY settlements to complex issues. When opponents with equal power are committed to mutually exclusive goals To arrive at expedient solutions under time pressure.


DECISION MAKING :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 21 DECISION MAKING TYPES OF DECISION MAKERES MAKING OBJECTIVITY IN DECISION ACID TEST OF DECISION MAKING STEPS IN MAKING GROUP DECISION


TYPES OF DECISION MAKERS :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 22 TYPES OF DECISION MAKERS COMMANDERS They are by nature IMPATIENT and whose eagerness leads them to jump into quick decision.


TYPES OF DECISION MAKERS :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 23 TYPES OF DECISION MAKERS CONVINCERS They are the persuader- promoters types. They tend to act on their emotions, deciding quickly on whatever feels good.


TYPES OF DECISION MAKERS :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 24 TYPES OF DECISION MAKERS CARERS They decide on the basis of their feelings but are concerned with others. Since they don’t want to hurt or disturb others, they take long time to take decision


TYPES OF DECISION MAKERS :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 25 TYPES OF DECISION MAKERS CALCULATORS They are perfectionists. They want all the information before making decision.


MAKING OBJECTIVITY IN DM :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 26 MAKING OBJECTIVITY IN DM Realize that you may be experiencing stress Beware of heavy emotional leaning Are you motivated by a hidden agenda ? Self deception of wishful thinking can cause erroneous judgments. Don’t make decisions based on assumptions about what “everybody knows”. Don’t lose sight of the big picture Seek as much good, objective advise as you can.


ACID TEST OF DM :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 27 ACID TEST OF DM Find a devil’s advocate. Pretend you are an outsider. Investigate your information. Ask yourself, How comfortable am I in explaining my decision to someone else. Check that you are not vacillating.


GROUP DECISION :Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 28 GROUP DECISION Define the issue. Gather the alternatives. Assign advocacy subgroups. Challenge and criticize. Reverse perspectives. Reach a consensus


Slide 29:Tuesday, November 11, 2008 Amitabh Prakash, E.O. CBWE 29 THANK YOU