The document discusses conflict and its management. It defines conflict as disagreements arising from differences in attitudes, beliefs or needs. The key ingredients of conflict are identified as needs, perceptions, power, values, and feelings/emotions. Conflicts within organizations can occur between individuals, groups, and departments. Five steps for managing conflict are analyzed: analyzing the conflict, determining a management strategy, pre-negotiation, negotiation, and post-negotiation. Common conflict management strategies like collaboration, compromise, competition, accommodation and avoidance are also explained.