Transcript: Personality types (49%) Stress (34%) Heavy Workloads (33%) Analysis of international survey respondents, American managers reported spending 2.8 hours per week managing personnel conflict ($359 Billion Paid Hours) CPP Global Human Capital Report (2008) What are your direct and indirect costs of workplace conflict? A Tale About Conflict The average amount spent by companies in defending wrongful termination lawsuits from 1980 to 1986 was about $100,000 per case. The updated figure for 2010 is $150, 000 per case. "Stay out of Court: The Manager's Guide to Preventing Employee's Lawsuits," 1993 Outcomes of Conflict What is Conflict? LITIGATION Absenteeism, turnover, reduced employee commitment, lack of team collaboration and coordination, grievance filing, workplace sabotage Avoid & Denial (A&D) CPP Global Human Capital Report (2008) Exit Reason Costs Hiring Costs Training Costs Lost of Productivity Costs Total = $ ___________ Replacing an employee ranges from 29% to 46% of the persons annual salary HR Benchmark Group, 2001 Conflict Management Training Presentation TURNOVER Q & A A & D Conflict Research Cost of Conflict
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 If the primary objective if not achieved then the prize will be withdrawn due to the impact of not achieving the primary goal (This is only said afterward) Lack of information, misinformation, different interpretation or differing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: 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: Intergroup Conflict Charged • Lack of trust from the community • Family members of the Chief will be talked about and treated differently • Friends of the Chief may feel he should have been given a chance • The community will lose their Chief of Police • Chief gets a bad reputation and will not get hired by another agency No Charge • The Chief could injure or even kill a member of the community by drinking and driving • Community no longer feels obligated to follow rules • Lack of trust from the community • Community outrage • Community members may no longer rely on the Service • Community may feel the Service is no longer doing their job • May come to the impression that the Service is a joke with no enforcement • Police service receives a bad reputation from the community Intragroup Conflict If he can do it why cant I? The Domino Effect Loss of trust between each officer Police organization will be under Intensive supervision The organization's unity may be broken There might a split of opinions amongst the officers Intrapersonal Conflict Is it morally right? Ethical Dilemma Guilt Ethical Conflict Treat everyone equally What would someone else do? Formalism Ethics Utilitarianism Ethics • Potential for Chief to be involved in an accident • Legal & ethical consequences • Police force or community may find out anyway & officer may lose his job • When the Chief sobers up he could have a change of • The officer may believe loyalty to the police force comes before what most would consider “doing the right thing” • Officers judgement and responsibility could be questioned • Officer may not care about what is ethically correct, only focused on his job and moving up Conflicts of not charging You're the Chief of Police. Have a Nice Night Sir.
Transcript: “Conflict is inevitable, but combat is optional.” Goals Personality conflicts Scarce resources Styles Values Both parties seek a solution Level 5 - Out of control "MAKE EVERY EFFORT to keep the unity of the Spirit through the bond of peace." Eph. 4:3 Collaborator Compromiser Accommodator Controller Avoider — Max Lucade Thank you for your attention! Win & Destroy Sources of Conflict "If a house is divided against itself, that house cannot stand." Mark 8;25 You want to win Levels of Conflict Conflict management recognizes that conflict can despite its associated costs bring great benefits. Level 4 - Fight Level 3 - Battle Level 2 - Difference Conflict Management Benefits of Conflict "What causes fights and quarrels among you? Don't they come from your desires that battle within you? You want something but you don't get it." James 4:1 Level 1 - Problem Conflict-Management Styles Stimulate personal development Address apparant problems Increase critical vigilance and self appraisal Expose conflicting values You protect yourself Win & Retribution
Transcript: Speaking techniques Do empathize demonstrate understanding non-verbally restate speaker's main idea acknowledge speaker's feelings accept them without judgement ask clarifying questions react to ideas - not people recognise your own prejudices Guidelines for effective speaking When...happened, I felt... (feelings or consequences) I suspect... (suspicions about motives, expectations) I need...(specific actions) I-Messages Active listening be specific focus on behaviour rather than person take into account needs of receiver focus on behaviour receiver can do something about share information rather than give advice focus on what is said/done not why immediate feedback is most useful focus on what receiver can hear and use ask if receiver has understood/ receiver to state what he/she has heard acknowledge (verbal/non-verbal) validate/ empathize (v./n-v.) clarify (verbal) summarize Don't interrupt and offer advice early argue mentally while other person is speaking assume others feel the same as you classify speaker
Transcript: Conflict management in practice: 1. Define your needs 2. Share your needs 3. Listen to the other person's needs 4. Generate possible solutions 5. Evaluate the possible solutions and choose the best one 6. Implement the solution 7. Follow up Conflict Presented in Batman Begins - Conflict within Bruce Wayne/Batman - Conflict with outside forces - Conflict is managed through violence and aggression Conflict in Batman Begins - Emotions - Gender - Culture - Nonverbal Communication - Perception - Communication Climate How the conflict should have been managed by Bruce Wayne/Batman Conflict Management Presentation Jonathan Caruana Chan Kim Sara Morales Megan Miller What's Happening in the conflict? What's contributing to the conflict? How the conflict started: - Bruce Wayne witnesses the murder of his parents The steps taken to resolve the Conflict: 1. Seeks direct revenge 2. Joins "The League of Shadows" 3. Bruce Wayne becomes Batman Overall, violence is the main way Bruce Wayne/Batman solves conflict within the film. Conflict Rituals - Violence is not the best way to solve our problems - Aggression can sometimes push the people we love and care about away from us - The next time we consider using violence, we should take a moment and consider our options - There are many ways to effectively resolve conflict without using violence - The conflict should have been solved in a more productive and effective way - Violence and aggression is not the best way to manage internal or external conflicts Bushman Study Would we advise this method of Conflict Management? What can we learn from this example to carry into our daily lives?
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