1. Conflict resolution skills How good am I at this?

2. How do you resolve conflict? Say if Rarely, Once in a while, Sometimes, Often or Always 1. I discuss the issue openly 2. I stay away from argument 3. I make it a point to ensure that my views prevail 4. I believe in sorting out differences and working towards a common goal 5. I believe in a give-and-take solution 6. I insist till the issue is resolved 7. I usually keep away from confrontation

3. How do you resolve conflict? Say if Rarely, Once in a while, Sometimes, Often or Always 8. I do not take no for an answer 9. I believe in smoothing over differences 10. I believe to get something one has to give something 11. I clearly state my point of view 12. I withdraw from arguments 13. I enforce my solution 14. I focus on goals of common interest 15. I analyse issues taking both points of view into account

4. See where you stand – Its your own assessment Compare N1, N2, N3, N4, N5 Compare N1, N2, N3, N4, N5 The highest score indicates your style of conflict The highest score indicates your style of conflict A. You focus on problem solving rather than on winning or losing. B. You attempt to withdraw from the situation. The problem doesn't go away, grows and become unmanageable for you. C. You use power and authority to suppress dissent. Problem stays subdued, resurface later. D. You push the problem under carpet. You play down differences and don’t make use of the positive aspects of conflict E. You compromise. No style is good or bad – contextual relevance No style is good or bad – contextual relevance

5. Why conflict occurs? Ambiguous job / role boundaries Ambiguous job / role boundaries Competition for resources and control over resources Competition for resources and control over resources Goal ambiguity Goal ambiguity Communication failure Communication failure Time pressure Time pressure Knowledge, skill or competence gaps Knowledge, skill or competence gaps Personality disorders Personality disorders Status differentiation Status differentiation Past experience – shattered dreams Past experience – shattered dreams

6. Art of successfully managing conflict Have the positive mind-set of a Winner Have the positive mind-set of a Winner “ Win-win is a frame of mind and heart that constantly seeks mutual benefit in all human interaction …win-win is based on the paradigm that there is plenty for everybody, that one person’s success is not achieved at the expense or exclusion of the success of others. Win-win is a belief in the third alternative. It’s not your way or my way; it’s the better way” “ Win-win is a frame of mind and heart that constantly seeks mutual benefit in all human interaction …win-win is based on the paradigm that there is plenty for everybody, that one person’s success is not achieved at the expense or exclusion of the success of others. Win-win is a belief in the third alternative. It’s not your way or my way; it’s the better way” Stephen R.Covey Stephen R.Covey

7. How to be a winner? View conflict as a common problem to be solved for mutual benefit View conflict as a common problem to be solved for mutual benefit Try to root out the problem and attack if anything is really needing change Try to root out the problem and attack if anything is really needing change Say, ‘Hey, let’s forget the personal differences and get ahead with the job’ Say, ‘Hey, let’s forget the personal differences and get ahead with the job’ Have patience, don’t rock the boat –allow time and opportunity to settle down Have patience, don’t rock the boat –allow time and opportunity to settle down Listen well, respect other’s view point Listen well, respect other’s view point Identify options, clarify interests, negotiate deal involving all Identify options, clarify interests, negotiate deal involving all