conflict mgmt workshop
DESCRIPTION
My preparation from some books with my added insights about conflict management , This presentation could be read or could be used as a material for an interactive workshop..please let me know what you think through emailing me on [email protected]TRANSCRIPT
Building Interpersonal Relationship &Conflict ManagemntHow to have a healthy work
enviroment through avoiding conflicts and building Interpersonal relationship
By Ashraf M. DiaaMember of the australian Institute of Training & Development
Before we start....• Empty your cup ...We will refill
together.
• We will Work in Teams.
• Kindly have your Communicators on silent mode .
• Choose a name for your team.
Corporate life
• What is the price we pay from living in a corporate life?
• Are we living it , suffering in it , or enjoying it ?
• Are we ready to apply what we will go through today ?
communication in theorganization
• In Corporate dynamics , There is 2 Cs carrying the performance of the organization.
Communication Co-ordination
Factors Affecting Communication in the Organization
1. Organizational Structure
2. Organizational Culture
3. People’s Behavior
Structur+Culture+Behavior = Corporate politics
Tackling Miscommunication
• Tackling miscommunication will not appear without understanding the people we deal with.
• Social Styles
• Being able to overcome conflicts
• Know how to negotiate
• Lead by Emotional Intelligence
Social Styles”How does the society see us ? ”
What is your social style ?
What is a Conflict ?
Every Team will come out with a definition for the word ”conflict“
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Conflict can appear as a result of...
Ideas
Openions
Beliefs
Values
Goals
Organizational structures
Competition
Culture , etc....
Sources of Conflict Ambiguous Authority
”Who’s going to run for the next promotion“?
Example:
Conflict of interest
Asses your son and his competitor for a post.
Example:
Communication barriers
Language , Education , Culture or Lack of communication skills
Example:
Sources of Conflict Economic Conflict
Wars in times of Arabia for water sources.
Example:
Over dependency of one party
All activities are frozen until finance approves the budget.
Example :
Misconceptions about Conflict
Harmony is normal and conflict is not.
Conflict and Disagreement are the same.
Conflict is a result of ”Personality Problem“
Conflict and anger are the same.
Conflict Manifestation
Phase One : Frustration
Phase Two : Cause
Conceptualization
Phase Three: Behaviors directed at
cause
Phase Four: Outcome as a
result of behavior
Activity
1. Identify a conflict situation that you have faced recently.
2. Write down what frustrated you.
3. Make a note on what may have caused the conflict.
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Strategies to manage conflict
• Avoidance• Competition (A)• Accommodation (B)• Compromise (C)• Collaboration (D)
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Conflict range• I win, you lose (competition—A(• I lose or give in (accommodate—B)• We both get something (compromise—C)• We both “win”(collaborate—D)
A B C D
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CompromiseAccepting the lose in order to cause your
opponent’s lose.
• Advantages– Shows good will– Establishes friendship
• But...– You don’t get what you want– May feel like a dead end– Least effective in conflict management in
terms of self-benefit
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CompetitionAggressively trying all ways to win all
• Advantages– The winner is clear– Winners usually experience gains
• But– Establishes the battleground for the next
conflict– May cause worthy competitors to withdraw
or leave the organization
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Accommodation
Giving In , Letting the other party win.
• Advantages– shrink conflict situation– Enhances ego of the other
• But– Sometimes establishes a superiority– Does not fully engage participants
AvoidanceDenying existence of conflict
• Advantages- If it ‘s not broken...No need to fix it.- Gives a space for more important issues &
Priorities
• But...- Status quo does not stay for much time .- When conflict is back,it is stronger and
cumulative.
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CollaborationActively looking after your interest without
loosing sight of opponent’s interest.
• Advantages– Everyone “wins”– Creates good feelings
• But...– Hard to achieve since no one knows how– Often confusing since players can “win”
something they didn’t want
Activity
1. Look back in the same conflict situation
2. Which way did you use?
3. What is your comment about your communication skills ?
Conflict communication FREEZERS• Tell ...“You MUST“
• Threatening... ”Or else“
• Throwing responsibility , ex: ”It is your responsibility“
• Making a suggestion without being asked.
• Attemping to educate ... ”Experience tells us that“
• Judging negatively ... ”You’re wrong“
Conflict communication FREEZERS
• Psychoanalysing people ... ”You have a problem with communication“
• Giving the third degree, ”Why a person like you would do that ” ?
• Respond to the problem by kidding.. ”You think you’ve got a problem“
Going Beyond freezing Behaviors• Begin With CommunicationActive listeningAsk Open–ended questions
• Separate the problem from the personRedefine the conflictFind a common ground
Going Beyond freezing Behaviors
• Use ”I“ for example not ”you“ Dont Say: A cardiologist is the doctor you visit
when you get heart diease.
Say: A cardiologist is a doctor i may visit if I got heart disease.
Best: A cardiologist is a doctor people visit if someone got heart disease.
Going Beyond freezing Behaviors• Partial NegotiationNegotiate positively (Integrational Negotiation(Avoid Distributive Bargening
• The ORANGE Challenge !!
Activity
1. Using the same conflict ,Was your behavior constructive or Destructive ?
2. ROLEPLAYS : Which department will have the biggest share of the extra budget ?
Destructive Vs ConstructiveDestructive Constructive
oNegative results Progress occurs
oResolution diminish Problem solved
oGroups are divided Groups are unified
oProductivity decreased Productivity enhanced
oSatisfaction decreased Commitment appears
oUnhealthy ,depressive work enviroment
Healthy and supportive work enviroment
Conflict Outcomes
conflict
Win/win
Win/loseLose/lose
Lose/win
Activity
1. How did the conflict end ? Win/Win Win/Lose Lose/Win Lose/Lose
2. What could be the other process ?
Thank you for participation , waiting for your feedback !Ashraf
Diaa