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Andhra Bank Staff College 2

About me

11 yrs Teaching ,Training Consulting

Trainer of Trainer for ILO- APSBP IPEC

Corporate Trainer for ITC, Canara Bank,GVMC, Steel Plant, Coke, BHPV, IndianNavy, Rail Calcining, Indian RailwayWaltair Division,VPT

Visiting Faculty. Andhra Bank, ICFAI,AIMS,Canara bank

Consultant for CORD Centre fororganisational research and design

Viskhapatnam

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Andhra Bank Staff College 3

Why Conflict Ari sesType A Personality

Vs.

Type B Personality

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Andhra Bank Staff College 4

Typ e A Person al it y Highly Competitive

Strong Personality

Restless wheninactive

Seeks Promotion

Punctual

Thrives ondeadlines

Maybe jobs at

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Andhra Bank Staff College 5

Type BPers onal ity Works methodically

Rarely competitive

Enjoys leisure time Does not anger

easily

Does job well butdoesnt needrecognition

Easy-going

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Andhra Bank Staff College 6

Aggress ive Peo ple Body language

Stiff and straight

Points, bangs tables to emphasizepoints

Folds arms across body

Verbal language

I want you to

You must

Do what I tell you!

Youre stupid!

Aggressive peopleare basically

insecure.. Try to

avoid them.

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Andhra Bank Staff College 7

Submissiv e peo ple Body Language

Avoids eye

contact Stooped posture

Speaks quietly

Fidgets

Verbal Language

Im sorry

Its all myfault

Oh dear

Submissive peoplehave a great sense

of inferiority

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Andhra Bank Staff College 9

Typ es o f C onflict Within an individual

Between two individuals

Within a team of individuals

Between two or more teamswithin an organization

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Andhra Bank Staff College 10

Cau ses o f co nfl ict Conflict of aims- different goals

Conflict of ideas- different

interpretations Conflict of attitudes - different

opinions

Conflict of behavior- differentbehaviors are unacceptable

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Andhra Bank Staff College 11

Stag es of C onflict Conflict arises

Positions are stated and

hardened Actions, putting into action their

chosen plan

Resolution???

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Andhra Bank Staff College 12

Preven ting Conflict Assess positive and negative

personality traits of people

involved Determine personality type

Aggressive

Submissive Assertive

Assess if people are introvert or

extroverts...

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Andhra Bank Staff College 13

Preven ting Conflic t Review past conflicts

Assess communication skills of

those involved Read body language of

participants

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Andhra Bank Staff College 14

Preven ting Conflic t Try to reduce conflict

Realize that communication iscolored by personal experience,

beliefs, fear, prejudices Try to be neutral

Plan the timing and place of the

conversation Realize that outside stress may add

to confrontation

Eliminate/reduce externalinterruptions

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Andhra Bank Staff College 15

Preven ting Conflict

Manage the language used Neutral vs. loaded words

Reduce technical language

Allow for cultural differences inlanguage

Words may have differentmeanings for different peopleask

them to elaborate

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Andhra Bank Staff College 16

Perso nalit ies who ca useco nflict Aggressor

Passive

Absentee

Error prone

Negativeattitude

Chatterbox

Do nothing

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Andhra Bank Staff College 17

Perso nalit ies who ca useco nflict Unreliable

Time waster

Resentfulperson

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Andhra Bank Staff College 18

WAC em met hodWhats bothering you?

A -What do you want to Ask theperson to do?

eck in to see if what youve asked

for can happen

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Andhra Bank Staff College 19

Ai ds toCommunicat ion Listen Actively

Relax

Observe bodylanguage

Develop interestin othersinterests

Ask forclarification

Plan what you

Tailor words toperson

Determine thebest timing

Determine thebest place

Why is theconversationnecessary

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