1. MANAGING CONFLICT (Discussion Note) 2015 BKB/NASC/Professional Course (PACT)/2015

3. DEFINITION OF CONFLICT Negative ? Harmful ? BKB/NASC/Professional Course (PACT)/2015

4. Views on Conflict TRADITIONAL seen as dysfunctional outcome resulting from poor communication, lack of openness & trust between people, failure of managers to be responsive to needs & aspirations of employees. BKB/NASC/Professional Course (PACT)/2015

5. Views on Conflict Contd…. HUMANISTIC Seen as natural & inevitable outcome in any group. BKB/NASC/Professional Course (PACT)/2015

6. Views on Conflict Contd…. INTERACTIONISTIC a positive force that is necessary for a group effectiveness, self critical & creative. BKB/NASC/Professional Course (PACT)/2015

7. PROCESS in which Perception of one party being negatively affected… On an issue of importance to the perceiver BKB/NASC/Professional Course (PACT)/2015

8. CONFLICT PROCESS FIVE STAGES I. POTENTIAL OPPOSITION OR INCOMPATIBILITY II. COGNITION & PERSONALIZATION III. INTENTION IV. BEHAVIOR V. OUTCOMES BKB/NASC/Professional Course (PACT)/2015

9. STAGE I: POTENTIAL OPPOSITION/INCOMPATIBILITY Conditions  Ambiguous Communication.  Structure in terms of size, degree of specialization, role clarity & centralization of authority, degree of dependence between groups.  Personal variables. {This stage indicates presence of conditions that create opportunities for conflict to arise.} BKB/NASC/Professional Course (PACT)/2015

10. Stage II: PERCEPTION & AWARENESS PERCEIVED CONFLICT awareness by one or more parties of the existence of conditions that create opportunities for conflict to arise. Not personalized. FELT CONFLICT getting emotionally involved in a conflict creating anxiety, frustration or hostility. {This is the stage where conflict issues get defined & parties decide what the conflict is all about. It also brings forth the emotional linkages to the issue.} BKB/NASC/Professional Course (PACT)/2015

11. Stage III: INTENTIONS Conflict Handling Intentions  COMPETING: Desire to satisfy one’s interest regardless of impact of other party to the conflict.  COLLABORATING: Desire to satisfy fully concerns of all parties.  AVOIDING: Desire to withdraw or suppress a conflict.  ACCOMODATING: willingness to place opponent’s interests above own.  COMPROMISING: Willingness to give up something. BKB/NASC/Professional Course (PACT)/2015

12. DIMENSIONS OF CONFLICT HANDLING INTENTIONS ASSERTIVE UNASSERTIVE UNCOOPERATIVE COOPERATIVE COMPROMISING COMPETING AVOIDING ACCOMODATING COLLABORATING BKB/NASC/Professional Course (PACT)/2015

13. Stage IV: BEHAVIOUR Minor Disagreement or misunderstanding Overt questioning or challenging of others Assertive verbal attacks Threats & ultimatums Aggressive physical attacks Overt efforts to destroy the other party BKB/NASC/Professional Course (PACT)/2015

14. Stage V: OUTCOMES FUNCTIONAL OUTCOMES IMPROVES QUALITY OF DECISIONS, STIMULATES CREATIVITY & INNOVATION, ENCOURAGES INTEREST & CURIOSITY, OPEN COMMUNICATION, TRANSPARENCY, FOSTERS ENVIRONMENT OF SELF EVALUATION & CHANGE. BKB/NASC/Professional Course (PACT)/2015

15. OUTCOMES Contd…. DYSFUNCTIONAL OUTCOMES DISSOLVE COMMON TIES, DISCONTENT, DESTRUCTION OF GROUP. BKB/NASC/Professional Course (PACT)/2015

16. ANTECEDENTS CONDITIONS COMMUNICATION STRUCTURE PERSONAL VARIABLES PERCEIVED CONFLICT FELT CONFLICT HANDLING INTENTIONS COMPETING COLLABORATING COMPROMISING AVOIDING ACCOMODATING OVERT CONFLICT BEHAVIOR REACTION INCREASED GROUP PERFORMANCE DECREASED GROUP PERFORMANCE STAGE I STAGE II STAGE III STAGE IV STAGE V POTENTIAL OPPOSITION COGNITION INTENTIONS BEHAVIOR OUTCOMES OR INCOMPATIBILITY & PERSONALIZATION BKB/NASC/Professional Course (PACT)/2015

17. CONFLICT MANAGEMENT USE OF RESOLUTION, PREVENTION AND STIMULATION TECHNIQUES TO ACHIEVE THE DESIRED LEVEL OF CONFLICT BKB/NASC/Professional Course (PACT)/2015

18. CONFLICT RESOLUTION TECHNIQUES PROBLEM SOLVING EXPANSION OF RESOURCES AVOIDANCE SMOOTHING COMPROMISE AUTHORITATIVE COMMAND ALTERING THE HUMAN VARIABLE ALTERING THE STRUCTURAL VARIABLES Face to face open discussions Create win-win situations Withdraw or suppress Playing down differences Giving up something of value Using formal authorit Training for attitudinal change Changing formal structure& interaction patterns BKB/NASC/Professional Course (PACT)/2015

19. Conflict Prevention Techniques Reducing interdependence Exchange of personnel Liaison group or integrators Appeal to higher authority Adopting conflict sensitive approach in relation to employee and employment condition. BKB/NASC/Professional Course (PACT)/2015

20. CONFLICT STIMULATION TECHNIQUES COMMUNICATION BRINGING IN OUTSIDERS RESTRUCTURING ORGANIZATION APPOINTING DEVIL’S ADVOCATE Using ambiguous or threatening messages With values conflicting with group Realigning work groups, altering rules, interdependence Designating a critic to argue against majority positions BKB/NASC/Professional Course (PACT)/2015

21. Four Assertive Response to Conflict 1. Preparation (concentrating on CIRCLE OF VALUE)(concentrating on CIRCLE OF VALUE) - Explore INTEREST (hopes, fears, aspirations, concerns, goals etc. of each party) - Develop OPTIONS for joint gain (explore a broad range of potential solutions or options through creative thinking) - Use objective standards to establish LEGITIMACY (using objective standards, evidence-based arguments, precedents, law, or principles) BKB/NASC/Professional Course (PACT)/2015

22. 2.Appropriateness of the environment 3.Active listening - Putting yourself in a position where you can hear clearly. - Inquiry into INTEREST, OPTIONS, and LEGITIMACY. - Concentrating on the speaker and the content of what they are saying. - Acknowledging that you have heard. - Clarifying points to check that you have understood. BKB/NASC/Professional Course (PACT)/2015

23. Contd… Assertive Response 4. Expressing yourself Saying what you would like to happen or how you would like things to be focusing on INTEREST, OPTIONS, and LEGITIMACY. BKB/NASC/Professional Course (PACT)/2015

24. Thanks and Good day BKB/NASC/9851156111/bkbista@nasc.org.np/binodb1@live.com BKB/NASC/Professional Course (PACT)/2015