1. Conflict Management
Prof M N Tripathi, XIMB

2. Why does Conflict happen?
Different objectives
Disagreements
Disputes
Rigidity

3. Cost of conflict Relationship cost
Cost to the individual – stress, loss of confidence, unhappiness, hostility, withdrawal, illness
Cost to the organization – wasted employee time, higher staff turnover, missed opportunities, absenteeism, inefficiency, low morale, poor teamwork

4. Levels of Conflict
Intrapersonal
Interpersonal
Intragroup
Intergroup

5. Your reality is not totality
Different viewpoints
Difficult people
Intent and impact
Opinions and facts

6. Different personalities
Go-getters
Carers
Analyzers
Socializers

7. Conflict can be complex
Look at the causes , not the symptoms
Conflict starters
Conflict escalators

8. Varieties of Conflict Behaviour
Irritability
Flashes of anger
Being demanding and uncooperative
Lack of concern for others
Hiding behind the rules
‘I won’t do it because I’ll get blamed for it’ syndrome

9. Conflict management Style
High
Accommodating
Collaborating
Cooperativeness
Compromising
Avoiding
Competing
Low
Low
High
Assertiveness

10. What are the choices?
We can choose to discuss and debate our differences, respecting each other’s views
We can argue about our differences, trying to convince the other that we are right
We can move into conflict about these differences, trying to impose over the other

11. The Dual Concerns Model
Concern about other outcomes
Yielding
Problem Solving
Compromising
Inaction
Contending
Concern about own outcomes

12. Resolving Conflict Conflict is caused by a denial of people’s needs
Look for the win-win. For me to win, you don’t have to lose.
While differences explain conflict, it is arrogance that drives it

13. Win-win is more likely when people
Focus on both sets of needs, concerns and feelings
Respect each other’s view
See the issue as a mutual problem to be solved
Are prepared to listen and compromise
Are not interested in winning at any cost
Opt for power with rather than power over