What is conflict? Dictionary definition: –disagreement, struggle, fight, incompatible
Consequences of conflict
Lack of conflict is a sign of over conformity.
It is unhealthy when there is no conflict
You need diversity of opinion
Components of conflict
Good Consequenc es of Conflict
It forces people to clarify their views
It can produce constructive social change
It gives people the opportunity to test their capacities
•development of group and organization cohesion
•Bad Consequenc es of Conflict
breakdown of relationships
polarization of views into static positions
A breakdown of collaborative ventures
destruction of communicati on
The cost of conflict • Relationship costs
The cost of conflict • Costs to the individual
The cost of conflict • Costs to the company
Main sources of conflict • The aggressive or competitive behaviour of human beings
Main sources of conflict • Competition for limited resources
Main sources of conflict • Frustration
Main sources of conflict • The Introduction of
Main sources of conflict • Clashes between values and interest
Main sources of conflict • Cultural influences
Main sources of conflict • Misinformation, assumptions and expectations
Main sources of conflict • Role and status issues
Main sources of conflict • Mind games
Main sources of conflict • Triggers.
The Emotional v The Rational Brain
Emotional Vs Rational • The 'Emotional' brain • Quickly processes incoming information • Filters for potential threat • Triggers fight or flight
Fight or Flight? • Body produces adrenaline • Natural animal instinct • Bodies response to perceived threat • Blood redirected to major muscle groups • Hearing level drops off • Eyesight improves
Emotional Vs Rational • The 'Rational' brain • Allows objectivity • Makes sense of any risk
Red rag phrases - • “I think the bes ba t way wou rriers ld be to….” • “Yes, but…” • “Yes, but I still think…” • “What you don’t seem to realise is…” • “Whatever you say, but what I am going to do is.” • “Why don’t you listen to sense” • “You are the one being difficult”.
Inhibitors • Social or legal consequences • Self control • Personal values • Fear that the other person will fight back
How communication works Sender Encodes Message Decodes Receiver
Attitude & Behaviour Cycle affects My Attitude affects Yo Y ur My Behaviour Behaviour affects Yo Y ur Attitude affects
How can conflict be managed successfully?
Strategies to Resolve Conflicts • Assume you do not have all the answers. • Ask questions to understand the other person(s). • Be prepared to compromise or make a deal.
Active listening • Really listen to what they are saying • Focus your attention on them • Use non-verbal cues (e.g. nodding the head) • Paraphrase what they have said, to show that you have understood.
These are all the same -
A piece of cheese! B A
Empathy • It works because it acknowledges people’s feelings – Try to put yourself in their shoes – Acknowledge their feelings – Step alongside them, try to see things from their point of view
How can conflict be managed successfully? Win-win conflict. Both parties achieve their desires. Collaboration or problem solving are forms of win-win conflict.
To Achieve Win/Win Results Gain participation from everyone involved in the conflict. State the reason to work on a solution. • Use empathy. Have each party see the problem/situation from the other point of view. State what you want. • Repeat what you hear.
Components of Conflict When you have to deal with conflict tackle the emotional issues first then address values and interests