Conflict and Conflict Resolution-asad baig

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Conflict and Conflict Resolution:

Conflict and Conflict Resolution Asad Baig New Delhi 9-6-2012

What is Conflict? :

What is Conflict? The dictionary defines "conflict" as "a struggle to resist or overcome; contest of opposing forces or powers; strife; battle. A state or condition of opposition; antagonism; discord. A painful tension set up by a clash between opposed and contradictory impulses." No matter how hard we try to avoid it, conflict periodically enters our lives .

PowerPoint Presentation:

A situation in which someone believes that his or her own needs have been denied. “The goal of organizational leadership is not to eliminate conflict, but to use it.” “Conflict is a predictable social phenomenon and should be channeled to useful purposes.”

What Do You Think?:

What Do You Think? When you hear the word . . . CONFLICT What do you think and what images come to you . . .

Symptoms Of Conflict (1 of 4) :

Symptoms Of Conflict (1 of 4) Tensions. No desire to communicate. Work not done properly. Disastrous meetings. Anger occurs quickly and easily

Symptoms Of Conflict (2 of 4) :

Symptoms Of Conflict (2 of 4) Failing productivity. Slipping morale. Absenteeism. Accidents. Escalating costs. Slamming doors. Shouting. Bad times

Symptoms Of Conflict (3 of 4) :

Symptoms Of Conflict (3 of 4) The employee (or employees) involved display no desire to communicate. Bad tempers are evident. Productivity is falling. Morale is slipping .

Symptoms Of Conflict (4 of 4) :

Symptoms Of Conflict (4 of 4) One or more of those involved frequently calls in sick. Accidents and errors become more frequent. Disagreements become more pronounced (shouting, slamming doors, etc.)

Program Objectives:

Program Objectives Explain the difference between a disagreement and a conflict. Explain the six causes of conflicts. Explain the importance of talking out conflict. Use two-way and assertive communication skills to level with people, to accept feedback from them, and to discuss/resolve problems.

Effects of conflict:

Effects of conflict

Causes of conflict:

Causes of conflict There is a perceived breach of faith and trust between individual There is unresolved disagreement that has escalated to an emotional level There is miscommunication leading to unclear expectations There are personality clashes There are differences in acquired values There is underlying stress and tension There are ego problems There are combinations of the above

Is conflict good?:

Is conflict good? A certain degree of conflict is a healthy sign Too much conflict; communication problems No conflict; disinterest amongst the members of the group and lack of input Arises from unclear aims and objectives Don’t make disagreements personal Conflict can help improve the level of quality


Criticism Should be actively encouraged Constructive criticism encourages growth A way of coaching ourselves and others Criticize well Good criticism helps others to evaluate their own work effectively Keep neutral

Scale of criticism:

Scale of criticism Ridicule / over criticizing Good criticism Complete consensus : No criticism


Responsibilities It is your responsibility as a group and as individuals to do the following: Achieve success in completing allocated tasks. Achieve success in fulfilling allocated roles. Help other individuals achieve success. Ensure that all members contribute as equally as possible. Make progress in every group session. Help to achieve the aims set out by the group in the initial stages

Dealing With Resistance:

Dealing With Resistance The Five "A'S" A voidance. A cceptance. A daptation. A damancy. A ttack (push back).

Symptoms Versus Causes:

Symptoms Versus Causes Symptoms: Conditions brought on by other related situations; signs of a basic problem. Causes : The basic problems; situations that give rise to symptoms.

Facilitating conflict has two distinct steps: :

Facilitating conflict has two distinct steps: Venting: This involves listening to people so they feel heard, and so that built up emotions are defused. People are rarely ready to move on to solutions until their emotional blacks have been removed. Resolving the issue: This means choosing the right structured approach to get to solutions. This can be a collaborative problem-solving activity, compromising, accommodating, or consciously avoiding.

Conflict Resolution:

Conflict Resolution The 7 Steps to Conflict Resolution

PowerPoint Presentation:

To Resolve a Conflict What to say or do? Why? 1. Calm yourself Take a deep breath, say "relax" Clears thinking, models control 2. Restore order Take a "Time Out" Stops the fight, contains the damage 3. Hear their stories "Help me understand your concern." Gathers information, defuses tension

Conflict solution –revision :

Conflict solution –revision

Key points to remember:

Key points to remember Be a model of calm and control Don't give in to emotional outbursts Don't assume people are being difficult intentionally Find a quiet place in to resolve conflicts....privately

Key points to remember:

Key points to remember Set some ground rules for the discussion: No raising of voices This is not a debate Speak only for yourself..."I" phrases Confront the issues, not the people Maintain or enhance self-esteem

PowerPoint Presentation:

Thank you


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