1. Mana ging
Conflict
S U R E N

2. Why Conflict Arises
Type “A” Personality
Vs.
Type “B Personality

3. Type ”A” Personality
„ Highly Competitive
„ Strong Personality
„ Restless when
inactive
„ Seeks Promotion
Punctual
„ Thrives on deadlines
„ Maybe jobs at once

4. Type “B”
Personality
„ Works methodically
„ Rarely competitive
„ Enjoys leisure time
„ Does not anger easily
„ Does job well but
doesn’t need
recognition
„ Easy-going

5. Aggressive People
„ Body language
ƒ Stiff and straight
ƒ Points, bangs tables to emphasize
points
ƒ Folds arms across body
„ Verbal language
Aggressive people
ƒ “I want you to…”
are basically
ƒ “You must…” insecure….. Try to
ƒ “Do what I tell you!” avoid them.
ƒ “You’re stupid!”

6. Submissive people
„ Body Language „ Verbal Language
ƒ Avoids eye contact ƒ “I’m sorry”
ƒ Stooped posture ƒ “It’s all my fault”
ƒ Speaks quietly ƒ “Oh dear”
ƒ Fidgets
Submissive people
have a great sense
of inferiority

7. Assertive People
„ Body language
ƒ Stands straight
ƒ Appears composed
ƒ Smiles
ƒ Maintains eye contact
„ Verbal language
ƒ “Let’s”
ƒ “How shall we do this?”
ƒ “I think… What do you think?”
ƒ “I would like…”

8. Types of Conflict
„ Within an individual
„ Between two individuals
„ Within a team of individuals
„ Between two or more teams within
an organization

9. Causes of conflict
„ Conflict of aims- different goals
„ Conflict of ideas- different
interpretations
„ Conflict of attitudes - different
opinions
„ Conflict of behavior- different
behaviors are unacceptable

10. Stages of Conflict
„ Conflict arises
„ Positions are stated and hardened
„ Actions, putting into action their
chosen plan
„ Resolution???

11. Preventing Conflict
„ Assess positive and negative
personality traits of people involved
„ Determine personality type
ƒ Aggressive
ƒ Submissive
ƒ Assertive
„ Assess if people are introvert or
extroverts...

12. Preventing Conflict
„ Review past conflicts
„ Assess communication skills of those
involved
„ Read body language of participants

13. Preventing Conflict
„ Try to reduce conflict
ƒ Realize that communication is colored
by personal experience, beliefs, fear,
prejudices
ƒ Try to be neutral
ƒ Plan the timing and place of the
conversation
ƒ Realize that outside stress may add to
confrontation
ƒ Eliminate/reduce external interruptions

14. Preventing Conflict
„ Manage the language used
ƒ Neutral vs. loaded words
ƒ Reduce technical language
ƒ Allow for cultural differences in
language
ƒ Words may have different meanings for
different people…ask them to elaborate

15. Aids to
Communication
„ Listen Actively „ Tailor words to
„ Relax person
„ Observe body „ Determine the best
language timing
„ Develop interest in „ Determine the best
others interests place
„ Ask for clarification „ Why is the
„ Plan what you are conversation
going to say necessary

16. Personalities who cause
conflict
„ Aggressor
„ Passive
„ Absentee
„ Error prone
„ Negative
attitude
„ Chatterbox
„ Do nothing

17. Personalities who cause
conflict
„ Unreliable
„ Time waster
„ Resentful person

18. WAC’em method
What’s bothering you?
A -What do you want to Ask the
person to do?
Check in to see if what you’ve asked
for can happen