16-12-2011 conflict-and-conflict-resolution-1222157361594383-9[1]

8/11/2019 16-12-2011 conflict-and-conflict-resolution-1222157361594383-9[1]

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MAJ. NAZIR HUSSAIN SHAH


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Conflict and Conflict

ResolutionPresented by

MAJ NAZIR HUSSAIN SHAH(MINHAJ UNIVERSITY LAHORE)


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ANNIHILATORY


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What is conflict?

A struggle to resist or overcome;contest of opposing forces or powers;strife; battle. A state or condition of

opposition; antagonism; discord. Apainful tension set up by a clashbetween opposed and contradictory

impulses."


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A DEFINITION OF CONFLICT

A process that begins when one party perceives thatanother party has negatively affected, or is about tonegatively affect, something that the first party caresabout.

Transitions in Conflict Thought

Traditional view of conflict. The belief that all conflict isharmful and must be avoided.

Human relations view of conflict. The belief that conflictis a natural and inevitable outcome in any group.

Interactionist view of conflict. The belief that conflict isnot only a positive force in a group but that it isabsolutely necessary for a group to perform effectively.


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Functional Versus Dysfunctional Conflict

Functional conflict. Conflict that supports the goals of thegroup and improves its performance.

Dysfunctional conflict. Conflict that hinders groupperformance.

Task conflict. Conflicts over content and goals of thework.

Relationship conflict. Conflict based on interpersonalrelationships.

Process conflict. Conflict over how work gets done.


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Effects of conflict

Avoidance

Inability to work together

Verbal assault

Resentment

This causes us a greatdegree of discomfort,

anger, frustration, sadnessand pain.


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Causes of conflict

There is a perceived breach of faith andtrust between individual

There is unresolved disagreement that hasescalated to an emotional level

There is miscommunication leading tounclear expectations


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Causes of conflict

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


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Is conflict good?

A certain degree of conflict is a healthysign

Too much conflict; communicationproblems

No conflict; disinterest amongst themembers of the group and lack of input

Arises from unclear aims and objectives

Dont make disagreements personal

Conflict can help improve the level ofquality


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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


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Scale of criticism

Ridicule / over criticizing Good criticism Complete consensus : No criticism


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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 thegroup in the initial stages.


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Conflict Resolution

The 7 Steps to Conflict Resolution


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To Resolve aConflict

What tosay or do?

Why?

1. Calmyourself Take a deepbreath, say"relax"

Clears thinking,models control

2. Restoreorder

Take a "TimeOut"

Stops the fight,contains thedamage

3. Hear their

stories

"Help me

understandyour concern."

Gathers

information,defuses tension


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To Resolve aConflict

What tosay or do?

Why?

4. Listencarefully Eye contact,don'tinterrupt

Honors theneed to beheard

5. Generate

solutions

"How could

we resolvethis?"

Moves from

accusationsto solutions

6. Agree on a

solution

"Would this

work foryou?"

Moves to

resolution,brings closure


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To Resolvea Conflict

What tosay or do?

Why?

7. Test forsatisfaction

"Are you surethis will work

for you?"

Assures clearcommunication


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Key points to remember

Be a model of calm and control

Don't give in to emotional outbursts

Don't assume people are beingdifficult intentionally

Find a quiet place in to resolve

conflicts....privately


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Key points to remember

Set some ground rules for thediscussion:

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


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ConflictResolution Techniques

Problem Solving Face-to-face meeting of the conflictingparties for the purpose of identifying the problem andresolving it through open discussion.

Subordinate goals Creating a shared goal thatcannot be attained without the cooperation of each ofthe conflicting parties.

Expansion of resources When a conflict is caused by thescarcity of a resourcesay, money, promotionopportunities, office spaceexpansion of the resourcecan create a winwin solution.

Avoidance Withdrawal from, or suppression of, the

conflict.


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Smoothing Playing down differences whileemphasizing common interests between the conflicting

parties. Compromise Each party to the conflict gives up

something of value.

Authoritative command Management uses its

formal authority to resolve the conflict and thencommunicates its desires to the parties involved.

Altering the human variable Using behavioralchange techniques such as human relations training toalter attitudes and behaviors that cause conflict.

Altering the structural variables Changing theformal organization structure and the interactionpatterns of conflicting parties through job redesign,transfers, creation of coordinating positions, and the like.

16-12-2011 conflict-and-conflict-resolution-1222157361594383-9[1]

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