Conflict and Conflict Resolution

Presented by:
Dr. Mubushar
MBA 2nd
MFK Noon Business School
 Introduction

• The concept of conflict , being an outcome

of behaviors, is an integral part of human life.
Where ever there is interaction, there is
conflict.
• Conflict can be considered as an expression
of hostility(unfriendliness or opposition),
negative attitudes, antagonism, aggression,
rivalry and misunderstanding.
 Definition of Conflict
• According to Follett, “ Conflict is the appearance of difference , difference of
opinions, of interests.”
• According to Louis R. Pondy, ‘Conflict’ is:

(i) Antecedent conditions, for example: Scarcity of resources, policy differences

among individuals, etc.,

(ii) Effective states of the individuals involved, for example: stress, tension,
hostility, anxiety, etc.,

(iii) Cognitive states of individuals, i.e., their perception of awareness of conflict

situations.

(iv) Changed behavior ranging from passive resistance to overt aggression.

 Five-strategies to Resolve the Conflict

• The Thomas-Kilmann Model of conflict resolution describes

five strategies (Accommodating, Avoiding, Collaborating
and Competing) for addressing conflict.

• The five strategies lie on two axes: assertive and cooperative.

• Each of the strategies ranges between assertiveness and

unassertiveness and cooperative and uncooperative. No
strategy is right or wrong, there's an appropriate time to use
each one.
.
Five-strategies to Resolve the Conflict
 Five-strategies to Resolve the Conflict

1. Accommodating:

The accommodating style is commonly seen when people want to be unassertive and

cooperative. Not every conflict needs to be a war — conflicts worth accommodating are

those battles that are strategically lost to win the war.

• Here's an example:

• Let's say a colleague or customer complains about a process, but not an outcome.

Perhaps you ran a report that yielded the results the other party needed, but the report

was in PDF form and not Excel.

• The other person didn't specify a preference but took issue with the delivery. By

simply accommodating the request, you prove to be a helpful, solutions-oriented team

 Five-strategies to Resolve the Conflict

2. Avoiding:

The avoiding conflict strategy is reserved for individuals who are more inclined to be

unassertive and uncooperative in mitigating conflict. Generally, this is an apathetic

approach — people who adopt this strategy want no parts of the conflict and would rather

wait for it to blow over. This strategy is best for small annoyances, one-off mistakes, and

issues that would otherwise be worsened by addressing them.

Here's an example:

• A conflict you might avoid in the workplace is when someone drinks the last of the

water from the water cooler without replacing the water container.

• If it's a one-time issue, leave it be. It's likely not worth the 2-minute discussion in the
 Five-strategies to Resolve the Conflict
3. Collaborating:

If you want to keep a relationship intact and find a solution that works for everyone, try the

collaborative style of conflict resolution. This strategy is both cooperative and assertive which

means that all parties will be heard and the solution that is chosen should work well for

everyone.

Here's an example:

• A conflict you might collaborate on at work is a process between two separate teams.

Perhaps the sales team needs to hand off customers to the support team once the deal is

closed, but customers aren't being contacted after the handoff.

• The two teams may collaborate to streamline the workflow. The sales team may stagger the

deals they close so that support can keep up with the demand. It's a win-win for both
 Five-strategies to Resolve the Conflict
4. Competing:

Assertive and uncooperative, the competing conflict style is an intense approach to resolving

grievances. It's not uncommon for a competing conflict resolution strategy to yield a positive

outcome for one party and a negative outcome for the other. This strategy isn't one to make

new friends, so tread lightly.

Here's an example:

• You might see a competing conflict management strategy used when negotiating deals.

Lawyers may use this strategy to get the best legal outcome for their client at the expense

of the other party.

• A competing strategy works here because it's highly unlikely that the lawyer will cross

paths with the opposing party again, so there's no relationship to maintain or salvage later.
Five-strategies to Resolve the Conflict
5. Compromising:

People tend to compromise during conflicts when they are assertive and cooperative in

negotiating a solution. This strategy may sound harsh, but it's usually employed when time

is of the essence and there's no time to hear everyone's concerns or opinions. The

compromise is based on the most important and urgent facts that can bring about a decision

that works for the time being.

Here's an example:
• A team might compromise on a solution to cancel an event at the last minute due to
issues with the venue. While it may not be the best solution for revenue, prolonging the
conflict doesn't help the situation.
• So a compromise to cancel the event and figure the rest out later is the best solution for
customers, employees, and vendors.
 Conflict Resolution Strategies
1. Emotional Intelligence:

Emotional awareness is the key to understanding yourself and others. If you don't

know how or why you feel a certain way, you won't be able to communicate

effectively or resolve disagreements.

Emotional intelligence (otherwise known as emotional quotient or EQ) is the ability

to understand, use, and manage your own emotions in positive ways to relieve stress,

communicate effectively, empathize with others, overcome challenges and defuse

conflict. Emotional intelligence helps you build stronger relationships, succeed at

school and work, and achieve your career and personal goals. It can also help you to

connect with your feelings, turn intention into action, and make informed decisions

about what matters most to you.

Five-strategies to Resolve the Conflict
1. Self-Management – You're able to control impulsive feelings and behaviors, manage

your emotions in healthy ways, take initiative, follow through on commitments, and adapt

to changing circumstances.

2. Self-Awareness – You recognize your own emotions and how they affect your thoughts

and behavior. You know your strengths and weaknesses, and have self-confidence.

3. Social Awareness – You have empathy. You can understand the emotions, needs, and

concerns of other people, pick up on emotional cues, feel comfortable socially, and

recognize the power dynamics in a group or organization.

4. Relationship Management – You know how to develop and maintain good

relationships, communicate clearly, inspire and influence others, work well in a team, and

manage conflict.
 Conflict Resolution Strategies
2. Listen Actively: (Listen the most important thing that is not being said)

Active listening is a proven leadership skill for conflict resolution, and involves

developing a skill for listening to what is verbally and nonverbally communicated.

Often, conflicts arise because two parties misunderstand or mishear what the other

person is saying. Leaders know how to manage conflict and understand that active

listening helps ensure that the sender and receiver understand one another and can

more easily move towards a resolution. This is half the battle when it comes to being a

mediator in resolving conflicts.

Pro Tip:

Give Your Full Attention, Use Nonverbal Cues, Paraphrase and Summarize, Reflect

Feelings, Avoid Interrupting, Show Empathy, Be Patient, Provide Feedback.

 Conflict Resolution Strategies
3. Using humor in conflict resolution:

You can avoid many confrontations and resolve arguments and disagreements by

communicating in a humorous way. Humor can help you say things that might otherwise

be difficult to express without offending someone. However, it's important that you laugh

with the other person, not at them. When humor and play are used to reduce tension and

anger, reframe problems, and put the situation into perspective, the conflict can actually

become an opportunity for greater connection and intimacy.

Pro Tip:

Expose Yourself to Humor, Observe and Learn from Others, Practice Spontaneity, Find

Humor in Everyday Life, Use Self-Deprecating Humor, Be Mindful of Your Audience,

Don't Force It.

 Conflict Resolution Strategies
4. Impartiality

It is often difficult to stay impartial when you manage conflict, but in any conflict, a

good manager should never take sides. Being impartial means that you can listen to both

sides of the story and act accordingly. A problem at hand can't be resolved unless the

historical issues are addressed. In this type of situation, it's best to separate the conflict

from the people that are involved with it. Effective leaders understand that they shouldn't

focus on people and their personal characteristics, instead, they should look at the

problem and center their energy on finding a solution.

Pro Tip:

Practice fairness, Stay neutral, Focus on facts and evidence, Consider multiple

viewpoints, Seek diverse inputs,

 Conflict Resolution Strategies
5. Negotiation:

Negotiation is trying to reach an agreement between two or more parties. It can be

used to resolve disputes and every conflict and is integral to conflict resolution.

Negotiation skills can be learned and practiced, and one can apply them in various

situations. Therefore, it is vital to have effective negotiation skills to help achieve

successful outcomes in any case. Negotiation is one of the powerful skills for conflict

resolution, and it can help bring parties together to work toward a common goal.

Pro Tip:

Practice fairness, Stay neutral, Focus on facts and evidence, Consider multiple

viewpoints, Seek diverse inputs,

 Conflict Resolution Strategies
6. Focus on Present Not on Past:
When we get defensive, we make it that much harder for our conversational

counterparts to hear what we’re saying. We also make it harder to really listen to what

*they* have to say. Soon, we’re shadow-boxing, defending ourselves against attacks

that aren’t real, and wasting energy — and relationship capital — on damage control

instead of solving the problem at hand.

Pro Tip:
Be open to receiving feedback from others about your communication style and

conflict resolution skills. Take constructive criticism as an opportunity for growth and

self-improvement, rather than becoming defensive

 Conflict Resolution Strategies
7. Avoid the Blame Game:
When you feel under attack and go on the offensive even calling the others

person,s character or intelligence into questions, you can not really win. Avoid

blaming others.. All you have done is made an enemy, instead, establish an

atmosphere of respect. One in which everyone can express themselves. Let

others and explain their points of view without launching an attack.

Pro Tip:
Seek understanding, focus on solution, Take responsibility, Constructive

feedback, Maintain a positive tone, Encourage collaboration.

Thank You