Transcript: Conflict Management 1: Use conflict management for 2: "conflict" and "conflict management" 3: How to identify signs and stages of conflict 4: How to build teamwork and co-operation 5: How to manage and resolve conflict situations Contents How to manage conflict Members: Nguyễn Hồng Chương Hoàng Quốc Việt Lê Xuân Cương Trần Văn Vinh Banh Tet My Group Step 3
Transcript: A disagreement is an argument or situation where people do not share the same opinion, and generally refers to a single incident. The outcome of a disagreement is usually negative. Conflict is an active disagreement, usually a protracted one, caused by an incompatibility between opinions, principles or interests. The outcome of conflict has the potential to be positive or negative. Conflict: Good or Bad? Although it is generally seen as bad, conflict can be healthy. Generate new ideas Motivate change Spark creativity Help establish distinct identities Revitalize an organization Differing Views Traditional View: Conflict is bad and must be avoided. It indicates a malfunctioning within the organization. Human Relations View: Conflict is natural and inevitable. It has the potential to be a positive force within the organization. Integrationist View: Conflict is positive. Without conflict we become static and non-responsive. Conflict keeps us viable and creative. Conflict is necessary for an organization to perform effectively. Causes of Conflict Johari's Window Arena Known to you, known to others Facade Known to you, not known to others Things that are known to you but not known to others can cause conflict Blind Spot Not known to you, known to others Things that are known to others but not known to you can cause conflict Unknown Not known to you, not known to others Things that are not known to you or others can cause internal conflict when revealed Transformative Conflict: Threat to any of the four pillars of human identity Belonging: People I love, people who let me love them A perceived breach of faith and trust between individuals Competency: Strength and resulting pride, weakness and resulting dependency The lines of authority and responsibility are unclear. People focus on their own roles and have difficulty understanding how their actions affect others. People have different levels of skill and abilities. Continuity: the relationship between the past, present and future There are miscommunications leading to unclear expectations. Resources available to the group become scarce. Transcendent values and meaning: identification with a primary values group There are differences in acquired values. Side A Types of Conflict Event-based Conflict: Short term without deep roots. Based on a single event or encounter. Caused by: Differing interpretations of an event, needs or tactics. Misunderstanding. Examples: Disagreements over task assignments – who does what Arguments about time management – overdue outputs Perceived failure to fulfill commitments – lack of results Differing values or strategies for financial management – bad spending Communicative-Affective Conflict: Longer shared history between parties. Differing emotions or goals to be processed in common. Issues are meaningful and have a personal or whole-group impact. Re-enacts an earlier conflict or exposes inappropriate power relationships in the group. Can include ‘dirty fighting’. Examples: Betrayal of group norms or commitments – we always do that Aggressive perusal of individual goals, neglecting of group goals – looking out for #1 Identity-Based Conflict – a threat to one or more of the pillars of human identity: A relationship is in danger (personal). Eg. Family conflicts - marital trouble The humiliation of failure (competency). Eg. Demotion or loss of expected promotion The stability of the past is no longer reliable (continuity). Eg. Change in established policy for promotion, like seniority Values committed to no longer sufficient (values). Eg. Exploration leading to discovery of inadequacies in religious beliefs, mentors, leaders. Side B Avoidance – it never really happened. Accommodation – it’s okay that it happened. Domination – it better no happen again! Compromising – it happened, how will you make up for it? Collaboration – it happened, let’s deal with it. Negotiation – why did it happen? Conflict Management Styles Avoidance This method does not address the issue at all. It may lead to a build up of resentments and the eventual escalation of the conflict. Usually indicated by a topic change, creative re-definition of the issue, fleeing the scene. Sometimes appropriate, as that may not be the time or place to address the issue. May lead to decisions being made without the input of the group member. Accommodation There is only one winner – usually the most powerful party. A sacrifice is made for the greater good of the group. There is no real resolution to the issue so it may flare up again. This works well where there is little or no personal involvement in the issue. Accommodators are often well liked by others. Resentment can grow from feels of being taken advantage of and short-changed. Domination There is only one winner – usually the most powerful party. This is a quick solution to conflict where the power hierarchy is recognised. This is a good solution where goals are extremely important and there is a definite time factor
Transcript: The Office (S2-E21) Compete Methods Of Resolving What? Compromise : Willing to put the poster up on Tuesday and Thursday Collaborate : Print the poster into a T-shirt Accommodate : Take the poster down Methods Of Resolving Consequences Feelings Angry Unjust Agitated Happy Helpless Sad Ryan Bailey Howard Office temp Methods Of Resolving 5 ways... Phyllis Margaret Vance Sales Representative CONCLUSION Accommodate Scenario Methods Of Resolving TYPICAL THOUGHTS AND REACTIONS MISSING FACTOR What? Creed Bratton Quality Assurance Director Collaborate : seeking a win-win situation through innovative ways Lenticular printing Develop it into work desk calendar Desktop/mobile phone wallpaper Jacket : Apologise Ensure it will not happen again SOLUTION RAISED Angela Martin Accountant Conflict Management How? Methods Of Resolving What could have been done? If Michael had explained to Toby his intention, do you think Toby will hand the file over to him? If Toby had explained to Michael why he is refusing to hand over the file, will the outcome be different? Consequences Characters ` Compete : Ban eating peas in office Pro: Ryan is relieved from the odour Con: Creed is not allowed to eat peas Compete (2) : Phyllis takes revenge on Dwight Pro: Phyllis will get the satisfaction Con: Dwight will get hurt Compete Why? Dwight Schrute Head of Sales How? Dwight Schrute Sales Representative Oscar Matinez Accountant VIABLE SOLUTION, 1 Kevin Inevitable! Management is vital Balance "Wants" & "Relationship" Methods Of Resolving Collaborate School Home Office FACTORS SCENARIO Collaborate Pros: Improves working relationships, both parties’ needs are met Cons: Takes time and effort, needs the cooperation of both parties Toby Flenderson Human Resource Representative Dunder Mifflin Scranton Generates ill will Seem petty VIABLE SOLUTION, 2 Angela : Warn Kevin against doing so Voice out to superior if he persists Sensitive issue Cannot be left unresolved Why? Compromise : Eat peas in the pantry Pro: Ryan is relieved from the odour Con: Creed is limited to eating peas in pantry Collaborate : Keep the peas in a container Pro: Ryan is relieved from the odour and Creed is still allowed to eat the peas Michael Scott Regional Manager Dunder Mifflin Scranton Characters Involved Demonstrate assertiveness Highlights seriousness of issue Accommodate : Jim has to admit that he is the one at fault Dwight has to accept the apology and try to work together harmoniously. Collaborate : Jim has to stop the pranks and leave Dwight alone. Dwight has to work on being more likable Compromise Other methods of resolving Creed has a habit of storing peas in a drawer. Ryan dislikes the odour and makes the compliant. Avoid : One is to be transferred to a different department PROs: CONs: Characters Involved Avoid Pros: Reduce tension in the office Cons: the conflicting issue is left unresolved, the presence of strained relationship Consequences Other methods of resolving Avoid : Whereby Kevin has to "endure" a similar treatment. Reactions Shouting Snatch back the item Punch the person Throw things Accommodate Accommodate : Remove poster Reposition poster Relocate work desk Dwight is insensitive and expressed his thoughts too directly. Hence Phyllis feel insulted and hurt. Jim Halpert Sales Representative Accommodate Pros: maintains harmony, creates good will Cons: sacrificing own principles Solution raised Accommodate : Dwight apologies Pro: To a certain extend, salvages a healthy relationship with Phyllis Con: Dwight has to admit fault and put aside his ego Compete (1) : Seek compensation from Dwight Penalise culprits of verbal harassment Pro: Consequence “protects” potential victims Con: Dwight will suffer consequences Avoid : Michael will make his decision but needs indeterminate time to do so. Compete : Draw on the poster Disfigure the poster Steal the poster Readjusting the poster to make it our of sight Request mediation from higher authority Accommodate Methods Of Resolving Solutions raised Kevin Malone Accountant Angela Martin Accountant SCENARIO Conflict.. conflicts everywhere! Clash of mindsets / preferences Introduction Unresolved Long term consequences Lose self-esteem Strain relationship Frustration Acceptable outcome for all Biased against non-dominant Vital Issues Trivial Issues Buys time Maintains harmony Create goodwill Requires time, energy & cooperation Viewed as "push over" Lowers self-esteem Avoid Accommodate Compete Compromise Collaborate Uncooperative Cooperative Meet needs of all Submissive Assertive Ill-will Decreases initiative & motivation
Transcript: Conflict Types Common Approaches Key Tools Put the resolutions you have created on your worksheet into action. 2. Limited resources — time, money, space, materials, supplies, and equipment are all valuable resources. Competition for any of these resources will inevitably lead to interpersonal and interdepartmental conflict. Conflicting Values Increases In Workload Was it resolved, ignored or inflamed! There is to be multiple jigsaw puzzles for each of the teams. You will take a small percentage of the pieces from each puzzle and mix them in with the other puzzle kits This means to achieve primary objective they will have to communicate with each other and barter the pieces amongst themselves. The conflict and self interest is created by priority number 2 which means each team will want to be first to complete and may ignore the primary objective. If the primary objective if not achieved then the prize will be withdrawn due to the impact of not achieving the primary goal (This is only said afterward) Lack of information, misinformation, different interpretation or differing assessment procedures Although regarded as a virtue, compromise ("you give a little, I'll give a little, and we'll meet each other half-way") has some serious drawbacks, Still, there are times when compromise makes sense Disciplinary Can we have a volunteer? Flight The "fight or flight response" is our body's primitive, automatic, inborn response that prepares the body to "fight" or "flee" from perceived attack, harm or threat to our survival. Each individual's interests, positive intentions and desired outcomes are thoroughly explored in an effort to solve the problems in a maximising way. Participants are expected to modify and develop their original views as work progresses. Team wide Dissapointment Objectives Consider a current conflict of some kind that affects you To define what conflict is and the key sources in the workplace In reality this means... What advice would they give you? Pros When does it become a conflict? When could an intervention be put in place by either side? Vs Induction Module Kock Fight Illustrations by Arturo Aguirre www.sketcheronline.com Power or Dominance What would their opinion be of the situation? Power is often used to settle differences. Power may be vested in one's authority or position. Power may take the form of a majority (as in voting) or a persuasive minority. Power strategies result in winners and losers. Objectives Can be a faster resolution Can make sense when resources are limited and a decision needs to be made With this approach, a person attempts to get rid of conflict by denying that it exists. He or she simply refuses to acknowledge it. Common Sources of Conflict Managing Conflict Within The Workplace 2 blocks wide, 10 blocks high with windows and 40 cm in length Reviewing the Exercise Examples if needed Generating tools Give example of approaches to resolve conflict and managing emotions Value Conflicts What advice would they give you? Conflict is never dealt with Issue may grow to become unmanageable How could it have been avoided? For now just write down the key sources of conflict you can identify in each area - no resolutions. Recognition is the key to control Limited physical resources or authority, geographic constraints (distance or proximity), time or organisational changes Change Seat How does it make you feel? Are there any obvious solutions? Respiratory rate increases. Pupils dilate. Awareness intensifies. Sight sharpens. Impulses quicken. Perception of pain diminishes. Immune system mobilizes with increased activation. Become prepared — physically and psychologically — for fight or flight. Scan and search our environment, "looking for the enemy." Pros Core Modules Pros "Losers" do not support a final decision as "winners" do There can be a tendency for future renewal of a previously "settled" conflict You will be separated into teams designated by the trainer Process Module Skill Module Key Agendas: Additional Modules Conflict is never dealt with Issue may grow to become unmanageable Welcome Exercise! Worry Take-away Actions Takeaway Action Value Conflicts This wall must be: Denial or Withdrawal Sources Of Conflict The next time you notice your internal or physical emotional signs take a moment to pause and consider if it is helping or hindering you. Choose your response based on the situation rather than just the emotion. Change Seat Taking perspective Interpersonal Strong negative emotions, differing personalities, misperceptions, stereotypes, poor or miscommunication or repetitive negative behaviors What would their opinion be of the situation? You are now your Mother/Father/Guardian Department wide We all have an emotional response of some kind Interest Conflicts Competition, differing priorities or percieved sacrifices If you are the only one to complete your agenda you will receive a box of chocolates Cons Internal Signs Cons Differing Personalities Fear Round 4:
Transcript: What is conflict Conflict management Styles Controlling Accommodating Avoiding Collaborating Compromising Objective of Project Study the employee behaviour in conflict management in 3 different companies Comparison of finding based on area of working and culture of organisation Research method 12 questions with 5 options each User had to distribute 10 marks among these options as per their preference. Target Companies Results Analysis Conclusion THANK YOU Dinesh (22), Dushyant (23), Gaurav (24), Harish (25), Hina (26), Kamal (28) Focused on telecom, smart energy - product and services Leading provider of Transformation and Outsourcing services to Global 1000 companies multiple industries domains including insurance, banking, financial services, utilities, transportation and travel leading health care company, serving more than 75 million people worldwide sjdfksfjls;k more than 18900 employees worldwide Conflict Managemenet Styles A Project Report Agenda Group 4 more than 5000 employees based in india, working on software development and testing more than 10,000 employees Every individual has a mix of all conflict management styles. In each organization, collaborating and compromising styles are prominent. As teams surveyed in each organizations are successfull, we can safely say that collaboration is a win-win strategy while resolving conflict. global innovation and technology company
Transcript: A disagreement or argument Arises from differences strongly affect those closely involved continue to fester when ignored more than just a disagreement trigger strong emotions response based on perception opportunity for growth An inability to recognize and respond to the things that matter to the other person Explosive, angry, hurtful, and resentful reactions The withdrawal of love, resulting in rejection, isolation, shaming, and fear of abandonment An inability to compromise or see the other person’s side The fear and avoidance of conflict; the expectation of bad outcomes The capacity to recognize and respond to the things that matter to the other person Calm, non-defensive, and respectful reactions A readiness to forgive and forget, and to move past the conflict without holding resentments or anger The ability to seek compromise and avoid punishing A belief that facing conflict head is the best thing for both sides pay attention to feelings manage stress quickly control emotions and behavior be aware and respectful of differences Conflict Management Healthy Unhealthy What Is Conflict? Resolving Conflict Conflict 101
Transcript: What I found Interesting: Attempted Solutions Two versus One Resolve but how? Diamond John What I found interesting: Joanie was more overt/direct Brian Avoidant admittedly With Brian it was helpful to ask specific questions Could be helpful for their relationship Introduction What I found Interesting: Conflict Itself Triangles - Anger and Frustration - Escalate the situation - Tend to effect reasoning Rachel Kaylyn Conflict Management :Joanie and Brian Van Eyll
Transcript: Example of a Jeopardy Template By: Laken Feeser and Rachel Chapman When creating without a template... http://www.edtechnetwork.com/powerpoint.html https://www.thebalance.com/free-family-feud-powerpoint-templates-1358184 Example of a Deal or No Deal Template PowerPoint Game Templates There are free templates for games such as jeopardy, wheel of fortune, and cash cab that can be downloaded online. However, some templates may cost more money depending on the complexity of the game. Classroom Games that Make Test Review and Memorization Fun! (n.d.). Retrieved February 17, 2017, from http://people.uncw.edu/ertzbergerj/msgames.htm Fisher, S. (n.d.). Customize a PowerPoint Game for Your Class with These Free Templates. Retrieved February 17, 2017, from https://www.thebalance.com/free-powerpoint-games-for-teachers-1358169 1. Users will begin with a lot of slides all with the same basic graphic design. 2. The, decide and create a series of questions that are to be asked during the game. 3. By hyper linking certain answers to different slides, the game jumps from slide to slide while playing the game. 4. This kind of setup is normally seen as a simple quiz show game. Example of a Wheel of Fortune Template https://www.teacherspayteachers.com/Product/Wheel-of-Riches-PowerPoint-Template-Plays-Just-Like-Wheel-of-Fortune-383606 Games can be made in order to make a fun and easy way to learn. Popular game templates include: Family Feud Millionaire Jeopardy and other quiz shows. http://www.free-power-point-templates.com/deal-powerpoint-template/ Quick video on template "Millionaire" PowerPoint Games Some games are easier to make compared to others If users are unsure whether or not downloading certain templates is safe, you can actually make your own game by just simply using PowerPoint. add logo here References Example of a Family Feud Template PowerPoint Games are a great way to introduce new concepts and ideas You can create a fun, competitive atmosphere with the use of different templates You can change and rearrange information to correlate with the topic or idea being discussed. Great with students, workers, family, etc. For example: With games like Jeopardy and Family Feud, players can pick practically any answers. The person who is running the game will have to have all of the answers in order to determine if players are correct or not. However, with a game like Who Wants to be a Millionaire, the players only have a choice between answers, A, B, C, or D. Therefore, when the player decides their answer, the person running the game clicks it, and the game will tell them whether they are right or wrong.
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