1. Conflict Management
•
Conflict Management & Negotiation

2. Conflict Management
"The best general is the one who never fights."
--Sun Tzu, Chinese military strategist

3. Conflict
• Happens in all spheres
of life
• At different levels
- Micro level
intra-personal
- Macro level
international

4. At different levels
- Micro level
intra-personal

5. At different levels
At different levels
- Macro level
international

7. Conflict
• Conflicts are often thought of as disagreements or
problems at an interpersonal level. But these aren’t
necessarily conflicts.
• On the other hand, a problem exists when there is a
divergence of opinion that does affect behavior,
decisions or the ability to accomplish a task. If there
is also a belief that the interests or goals of the
parties involved cannot be achieved simultaneously,
then the problem has become a conflict. The ability
to differentiate these various possibilities is an
important first step in developing a conflict
resolution strategy

8. What is Conflict
Conflict is defined by 2
things:
The issue or goal upon
which the conflict is based
and the relationship
between the conflicting
parties.

9. Types of Conflict
Concern
Goals
Resources
Power
Ideology
Norms
Relationships

10. Different views on conflict
Traditional View
Behavioral View
Interactionist View

11. Effects Of Conflicts
• Loss of Morale
• Missing of Deadlines
• Reduced Productivity
• High Employee Turnover

12. Effects Of Conflicts
• Distrust
• Increased stress
• Abusive behavior
• Reduced collaboration

13. Why Conflict Is Not Addressed
• managers and executives often fail to recognize
what constitutes real conflict in their organizations
• general discomfort in dealing with issues
involving strong emotions, some managers won’t
intervene unless situations go to extremes, or will
ignore conflict (consciously or unconsciously)
fearing that if they intervene, they assume
responsibility for the resolution.

14. Why Conflict Is Not Addressed
• Some employees fear that if they bring
attention to conflict issues they will be
labeled as hard to get along with or simply
not "team players".
• Most disputants who have not developed
career related negotiation skills (such as
sales or purchasing) have little ability to
negotiate effectively.

15. Steps towards Conflict Resolution
• Detect potential sources of
• Discuss the effects of conflict
on both the individual employee
and the workplace environment
• Identify techniques for reacting
to conflict
• Identify and apply
communication skills that will
aid in the resolution of
workplace conflicts

16. “Education Is Better
Than Persuasion”

17. Conflict Resolution Management
Avoidance Mode
Resignation
Withdrawal
Diffusion
Appeasement

18. Conflict Resolution Management
Approach Mode
Confrontation
Compromise
Arbitration
Negotiation

19. Conflict Resolution Management
Contingency Approach
Power Play
Bargaining
Collaboration

20. Setting up of effective Conflict
Management System
A corporate policy
Documentation
Training
Monitoring,
Evaluation, & Course
correction

21. Setting up of effective Conflict
Management System
• Conflict prevention is the first goal to
resolve as quickly as possible.
• Conflicts are best addressed as directly
• Conflicts should be dealt with at the
most informal level
• Arbitration and litigation are always
options for resolving conflicts.
• A conflict be resolved through informal
dialogue between the parties or in
mediation than having to resort to the
more formal

22. Tips to Keep in mind
Keep a reasonable perspective
Take the time to survey
Initiate negotiations.
Sense of humor-this can diffuse the tension
that may inhibit a solution
Avoid "win-lose" outcomes. With most
conflicts, there is no "right" or "wrong"
answer. Use your creative brain to come up
with alternative solutions.

23. Tips to Keep in mind
• Don't get defensive. See point directly
above.
• Remove your ego from conflict.
• Don't maintain constant eye contact.
• If things get out of control, become too
heated, or are going nowhere, it might
be a good idea to suggest that the issue
be addressed at a later date

24. THANK YOU