1. CONFLICT MANAGEMENT Compilation by CA Sangeeta Shankaran Sumesh Vice President Finance & Administration / CFO Dun & Bradstreet Analytic & Decision Services Pvt. Ltd. & Independent Director IFB Industries Ltd.

2. Conflict & Conflict management WHAT IS CONFLICT :  Disagreement  Clash  Argument  Incompatibility CONFLICT MANAGEMENT : Conflict management is the ability to be able to identify and handle conflicts sensibly, fairly, and efficiently.

3. Definition of Conflict management “The practice of recognizing and dealing with disputes in a rational, balanced and effective way. Conflict management implemented within a business environment usually involves effective communication, problem resolving abilities and good negotiating skills to restore the focus to the company’s overall goals.” – www.businessdictionary.com www.businessdictionary.com

4. Take away - 1 Inter personal skills No right or wrong Do your best Justify your action if required

5. Cause of conflicts Each individual is different, so : Different perspectives Seek different things Different thinking styles Inclined to disagree Varied personalities Difference in status Ideological and philosophical differences Dis-similar goals Different approaches Influenced by fear, force, fairness or funds

6. Take away - 2 Exhibit caution in your words and actions Impact of words / actions Varied perseverance Do not attract conflicts Apologize and rectify

7. Effects of conflicts Positive effects : Stimulates thinking Team spirit Drives performance Getaway for positive change Negative effects : Hinders work Hampers decision making Reduces productivity Creates a political environment

8. Take away - 3 Capitalise to increase productivity Nothing personal Adds on to your stress Reduce vagueness Improve policy, procedures & rules Act as an integrator to resolve conflicts

9. Types of conflicts Non - Organisational conflicts : Personal / relationship conflicts Instrumental conflicts Conflict of interest Requirements to resolve non – organizational conflicts : Self motivation Enthusiasm Determination Open communication Negotiation skills

10. Take away - 4 Identify source Nip it in the bud Do not make a mountain of a molehill Make a clean slate Patient listening

11. Types of conflicts Conditions leading to conflict situations in Organisations : Ambiguous jurisdictions Conflict of interest Communication barriers Dependence on one party Differentiation in organisation Political environment of the organisation Association of the parties Behaviour regulation Performance expectations Competition for limited resources Lack of cooperation Unresolved prior conflicts

12. Take away - 5 Over come your insecurities What goes around comes around Build bridges Do not indulge in blame game Take on ownership / responsibility

13. Types of conflicts Organisational conflicts: Conflict from within Interpersonal conflict Individual vs group Intergroup conflict Inter organizational conflict Tips to resolve organizational conflicts : Clarity of thought and expression Inter personal skills Communication skills Negotiation skills Network Leadership qualities Team spirit

14. Take away - 6 Strong leadership Assertiveness Walk the talk Inter personal skills Active listening

15. Conflict Management strategy StyleSymbolStrategy AccommodatingTeddy bearI lose, you win AvoidingTortoiseNo winners, no losers CollaboratingOwlI win, you win CompetingSharkI win, you lose CompromisingFoxI bend, you bend

16. Take away - 7 Have you built your bridges? Is there a time pressure? How important is the issue / relation? How dependent are you? Do you have the energy for the conflict? What are the consequences? Do you have the power?

17. Conflict resolution Fight Collaborate Negotiate Solve Design Advantages : Increase morale Gain cooperation Improve performance & productivity Solve problems Enhance creativity Better teamwork Reduced stress

18. Conflict response Addressers First steppers Confronters Concealers Swallowers Subject changers Avoiders Attackers Up front Behind the back

19. Take away - 8 No to impulsiveness Differences vs threats Innovation Not in public Open Communication

20. THANK YOU FOR YOUR PATIENT LISTENING & WISHES FOR BUILDING A PROSPEROUS GLOBAL COMMUNITY!