Preface

This project focuses on the training and development techniques regarding conflict management. This project focuses on the five major techniques against which we have developed different activities and games and videos. The techniques are competing, avoiding, collaborating, accommodating and compromising. We all have tried our best to fulfil the entire requirement mentioned to us. We hope that Mr. Mr.Manzar Bashir our instructor will like this project.

Acknowledgement
All glories to Allah, the most beneficent, the most merciful who bestowed us with the sight to observe, and mind to think and judge, peace and blessings of Allah be upon the Holy Prophet (PBUH) and his pure and descendants who advice strongly followers to seek the knowledge from cradles to grave. We also owe profoundest thanks to our teacher. We feel so richly blessed to have them as our instructor, whose strength and wisdom we learn up to and no doubt experience of work with them is far better than we believed possible. We appreciated the way of supervised, explained and guided us. They are really a source of inspiration for us and for every student of university of Management and Technology

Table of Contents
Preface .......................................................................................................................................................... 1 Acknowledgement ........................................................................................................................................ 2 Executive summary: ...................................................................................................................................... 5 Training Session on Conflict Management ................................................................................................... 6 Training Agenda ............................................................................................................................................ 6 Training Approach ......................................................................................................................................... 6 Theory ....................................................................................................................................................... 6 Exercises .................................................................................................................................................... 6 Role Play .................................................................................................................................................... 6 What is conflict? ........................................................................................................................................... 6 Reasons of Conflict: ...................................................................................................................................... 7 Conflict resolution:........................................................................................................................................ 7 Stages of Conflict Resolution .................................................................................................................... 7 Five basic styles in conflict management...................................................................................................... 8 Competing (Win & Lose) ......................................................................................................................... 8 Collaborating (Win & Win) ........................................................................................................................ 8 Compromising: ( Win & Win) ............................................................................................................. 9 Avoiding (Lose & Lose) .............................................................................................................................. 9 Accommodating (Lose & Win) .................................................................................................................. 9 Strategies to Improve Conflict-Resolution Practices .................................................................................... 9 Five skills to resolve conflicts ...................................................................................................................... 10 Skill 1: Quick Stress Relief ....................................................................................................................... 10 Skill2: Recognize & Manage Your Emotions ........................................................................................... 10 Skill3: Improve your nonverbal communication skills: ........................................................................... 11 Skills 4: Use humor and play to deal with challenges: ............................................................................ 11 Skills 5: conflict resolution: ..................................................................................................................... 11 Conflict Management Training Supporting Tools: ...................................................................................... 11 Ice Breaker .............................................................................................................................................. 11 Activity # 1............................................................................................................................................... 12 Shoulder Taping Activity ......................................................................................................................... 12 Activity # 2............................................................................................................................................... 13 3

Roles play activity: .................................................................................................................................. 14 Video description: ................................................................................................................................... 17 Appendixes.................................................................................................................................................. 19 Questionnaire ......................................................................................................................................... 20 Brochure.................................................................................................................................................. 21

Executive Summary

In this project, we have covered the main concept of conflict resolution. How does it arise, why does it happen, how can we cater it and why should we cater it. There are five basic ways to resolve it in a better way; compromising, avoiding, collaborating, accommodating and competing. We have conducted 2 activities, a role play and 2 videos to best describe the concept of conflict resolution. A post training questionnaire survey will also be conducted to help the trainees and the trainers to get an idea that how much change this training session brought in the minds. Designing this training session gave us an idea that there are five basic skills to resolve the conflict; first one is quick stress relief, second one is to recognize and manage emotions, third is to improve your non-verbal communication skills, fourth is playful communication, and the last one is the conflict resolution itself.

Training Session on Conflict Management

Training Agenda
What is conflict resolution? Why should you resolve conflict? When should you resolve conflict? How should you resolve conflict?

Training Approach
This participatory and process-oriented training consist of theoretical inputs as well as practical exercises and role-plays, depending on participants inputs and overall dynamics of the workshop. It is comprised of three interconnected elements:

Theory
Short presentations by the trainers Brief and simple handouts

Exercises
Help to translate knowledge directly from theory into practice Support, improve and accelerate learning processes Facilitates feedback on usefulness of tools and models used

Role Play
Intensify and deepen learning experiences Show where skills have already been developed and where they could be improved Reveal aspects of specific conflict situations, which might remain hidden or can be underestimated in a theoretical analysis of the situation Equips the participants to deal with conflicting situations from various points of view Provide a safe and supportive environment for making mistakes

What is conflict?
a) conflicts are the expression of opposing interests
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b) that they are characteristic for modern societies c) that they are endemic in modern societies (Ice Breaker) A conflict exists when two people wish to carry out acts which are mutually inconsistent. They may both want to do the same thing, or they may want to do different things where the different things are mutually incompatibl. A conflict is resolved when some mutually compatible set of actions is worked out. ( Video # 1)

Reasons of Conflict:
Scarce resources Different Interests & Goals Dissimilar Values & Experiences. Lack Of Information Power Imbalance Physiological (illness) Distinct Perceptions & Viewpoints

Conflict resolution:
The use of strategies and tactics to move parties toward resolution or at least containment of a dispute that avoids further escalation and relationship destruction.

Stages of Conflict Resolution

Identify the problem or issues

First of all both parties have to identify that either they are facing same issues and problems or not. Up to what extend these issues are severe.

Generate several possible solutions They should list down general possible solution to examine that how many solutions are there and which solutions are acceptable for both parties to handles conflicts.

Evaluate the alternative solutions Assess alternative solutions to scan best way out to make your mind up. Both parties

have to negotiate on alternatives solution so that they can meet their need together and can accommodate each other. Decide on the best solution Collectively they should decide best solution so that no one of them can face loss. Implement the solution After deciding best solution they have to implement on it according to rules they had made. It may be related to percentage, levels, figures or limitations of utilization of resources or acting upon policies. Follow-up evaluation At the end both parties can evaluate whole process that either both parties collaborating and getting advantage according to set rules or not.

Five basic styles in conflict management Competing (Win & Lose)

This is the win-lose approach. You act in a very assertive way to achieve your goals, without seeking to cooperate with the other party, and it may be at the expense of the other party. This

approach may be appropriate for emergencies when time is of the essence, or when you need quick, decisive action, and people are aware of and support the approach.

Collaborating (Win & Win)

This is where you partner or pair up with the other party to achieve both of your goals. This is how you break free of the win-lose paradigm and seek the win-win. This can be effective
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for complex scenarios where you need to find a novel solution. This can also mean re-framing the challenge to create a bigger space and room for everybodys ideas. ( Activity # 1)

Compromising: ( Win & Win)

This is the lose-lose scenario where neither party really achieves what they want. This requires a moderate level of assertiveness and cooperation. It may be appropriate for scenarios where you need a temporary solution, or where both sides have equally important goals. The trap is to fall into compromising as an easy way out, when collaborating would produce a better solution.

Avoiding (Lose & Lose)

This is when you simply avoid the issue. You arent helping the other party reach their goals, and you arent assertively pursuing your own. This works when the issue is trivial or when you have no chance of winning. Its also very effective when the atmosphere is emotionally charged and you need to create some space.

Accommodating (Lose & Win)

This is when you cooperate to a high-degree, and it may be at your own expense, and actually work against your own goals, objectives, and desired outcomes. This approach is effective when the other party is the expert or has a better solution. ( Role Play)

Strategies to Improve Conflict-Resolution Practices

Once you have identified your style, consider the following strategies to improve your conflictresolution practices. If you are competing: Let go your position for a moment. Think about what the other person needs and wants. Work with others to identify underlying concerns and issues. Consider all the options, and how all the parties stand to benefit from each one. If you are accommodating or avoiding: Focus on your own concerns. What are your needs and goals?

 Give yourself time to gather data that support your caseyour goals and reasons they matter. Take a deep breath; calmly state your concerns and why they are important. If you sense that a confrontation is brewing, dont just give up. Objectively present your point of view while providing data to support it. If you are compromising: Slow down. Dont always choose the fastest solution. Take your time to find alternatives that really work for everyone. If you are collaborating: Make your thinking explicit when youre at the table. Help your colleagues understand how you work with others to find solutions that benefit everyone.

Five skills to resolve conflicts

Skill 1: Quick Stress Relief
The capacity to remain relaxed and focused in tense situations is a vital aspect of conflict resolution. If you dont know how to stay centered and in control of yourself, you may become emotionally overwhelmed in challenging situations. The best way to rapidly and reliably relieve stress is through the senses: sight, sound, touch, taste, and smell. But each person responds differently to sensory input, so you need to find things that are soothing to you.

Skill2: Recognize & Manage Your Emotions

Emotional awareness is the key to understanding yourself and others. If you dont know how you feel or why you feel that way, you wont be able to communicate effectively or smooth over disagreements. Although knowing your own feelings seems simple, many people ignore or try to sedate strong emotions like anger, sadness, and fear. But your ability to handle conflict depends on being connected to these feelings. If youre afraid of strong emotions or if you insist on finding solutions that are strictly rational, your ability to face and resolve differences will be impaired.

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Skill3: Improve your nonverbal communication skills:

The most important information exchanged during conflicts and arguments is often communicated nonverbally. Nonverbal communication includes eye contact, facial expression, and tone of voice, posture, touch, and gestures. When youre in the middle of a conflict, paying close attention to the other persons nonverbal signals may help you figure out what the other person is really saying, respond in a way that builds trust, and get to the root of the problem. Simply nonverbal signals such as a calm tone of voice, a reassuring touch, or a concerned facial expression can go a long way toward defusing a heated exchange.

Skills 4: Use humor and play to deal with challenges:

You can avoid many confrontations and resolve arguments and disagreements its important and play by communicating in a playful or humorous way. Humor can help you say things that might otherwise be difficult that you laugh with to express without creating a not at flap. However, When

the other person,

them.

humor

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. Tips for managing and resolving conflict Managing and resolving conflict requires emotional maturity, self-control, and empathy.

Skills 5: conflict resolution:

Conflict in the workplace just seems to be a fact of life. We've all seen situations where different people with different goals and needs have come into conflict. And we've all seen the often intense personal animosity that can result. The fact that conflict exists, however, is not necessarily a bad thing: As long as it is resolved effectively, it can lead to personal and professional growth. In many cases, effective conflict resolution can make the difference between positive and negative outcomes. (Activity # 2)

Conflict Management Training Supporting Tools:

Ice Breaker
We are going to have an activity in order to increase the comfort level of the audience or to make them familiar to each other. This activity basically emphasis on the things that are important for a person and for which it can fight for and then ask for reason behind this possessiveness.
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In this activity we are going to ask the audience "What is something you have that you would put up a serious fight for or even risk your life for if someone tried to take it away?" this can be material thing, or something intangible. important to you?" So from this small activity we can analyze that some people are possessive about material things and for someone intangibles are important, but the most important part is the reason for the importance that has taken them to the conflicting situation so this activity helps the audience to think about the important things in their lives and how far they can go for these things. Then they have to tell "Why is this so

Activity # 1 Shoulder Taping Activity

Purpose: To illustrate in an active way how we can turn a win-lose into a win-win situation. This exercise helps to make a point about conflict. Group Size: Two persons per group Details: All people are asked to stand and pair up. They are to place the toe of their left shoes face to face and grasp each others left hands. By doing so their goal is to tap the other persons shoulder as many times as they can, with the goal being that everyone in the room get as many taps/points as they can. They are to use their grasped hand to get points, not their free hand. Usually the pairs struggle and push against each others hands in an attempt to get as many points as they can. After about 20 seconds of this, stop them and demonstrate how it could have been accomplished with all getting many points if they had worked together by going back and forth and tapping each others shoulders. Questions: Why did you not cooperate with each other?

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 Would cooperation have created a win-win situation? Debriefing So from the above activity we can say that if both the partners corporate with each other and discuss the details with other and corporate then both the parties can expand the apple pie and both can win but in this situation both are unable to tap as both are trying to win.

Activity # 2
Purpose The purpose of the activity is to identify the words that are annoying to them and after that they have to work on these words and try to convert them to some positive words that are not annoying. This is an exercise designed to help individuals become aware of expressions that are likely to instigate conflict in everyday settings. Group Size: We will divide the audience into two groups so that difference in opinions can be observed. Details Each person has to remember times when ordinarily broken interactions appear suddenly to turn to confrontational. Ask them to then identify the particular words or phrases that appear most often when circumstances have become hostile. Allow the group to consider this for up to five minutes. Have each group then come up with ideas of how certain phrases could be worded differently to avoid unnecessary conflict. Do this for up to five minutes. Words could you replace the negative sayings with positive one like "I'm feeling tired" to "I'm feeling un-resourceful" "I'm stupid" to "I'm learning" "I'm angry" to "I'm a little annoyed" "I'm overwhelmed" to "I'm feeling busy"
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 "I'm feeling insecure" to "I'm questioning" "I'm depressed" to "I'm feeling I'm not on top of things" Questions What do you think that words rephrasing can help in conflict resolution? Did selectively choosing of words reduce the conflict between the two? Do you think it would make you feel better? Debriefing In order to achieve a world of peace everyone must have to work on the content or words with the way they are communicating. With this idea in mind one can begin to understand that they can solve conflicting situation. So this activity helps them to understand the conflicting words and solve the situation by avoiding those words. When you lower the intensity of the words and phrase you lower the intensity of the feeling. The intensity of those negative sayings will have an effect on how you feel. Just imagine that instead of saying - "I'm really nervous" can be converted to "I'm really excited." As the feelings and emotions linked to nervousness and excitement are actually the same.

Roles play activity:

Experiencing conflicts can be a challenge, whether the relationship is personal or professional. Sometimes the best strategy is to avoid the conflict, although that may lead to more problems down the road. Once you have determined if this is a good strategy for you, role-playing scenarios can help put your ideas into action when the time comes. We will do this activity on the basis of conflict resolution styles. Formal terminologies for these styles are shown in the following picture. Role play scenarios are also explained according to these styles.

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Competing
Role play scenario Two group members are sitting in a meeting with their boss to decide that which plan is more successful for the earthquake rehabilitation in Pakistan. Both of them have different plans and they want; that their project should be selected by the higher authority. Mr. B & C; who are working under Mr. A. Mr. B is much closer to Mr. A and has less effective plan as compared to Mr. C. Mr. A pressurizes Mr. C to withdraw from the presentation of the project in front of high authority; otherwise his job will be in threat. Mr. C withdrew his self from this project; in this case the interests of one party are fulfilled and Mr. A used his power in negative way. But Mr. C has demotivated for his current job.

Collaborating
Role play scenario: Student A is working and student B asks him that what he is doing? He told him that he is working on Sir Samis presentation which is due on Tuesday. Student A thinks that they should prepare Sir Mohsins presentation first which is also due on Tuesday and also because Mr. Mohsin wants everything in more detail and also gives them feedback .But sir Mohsin also analyzes silently; replied student A. They both agreed that first they will complete Sir Samis presentation as student A has completed half of the presentation and then they will start working on sir Mohsins presentation. They place full value on both parties interests, views and desires. Both parties appreciate each both and strive for consensus, i.e. agreement on the chosen course of action. In this way both parties feel satisfied, because their needs are met and the relationship is strengthened.

Compromising:
Role play scenario: Three girls sitting in a group discussing about their upcoming presentation of T and D. Another girl joins the group and told them that she had prepared the ppt. slides for the presentation. One
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of the girl said that she has a unique idea that instead of ppt. slides they can shoot each of the 5 conflict management techniques separately; this will help to understand concepts more clearly than monotonous slides alone. Here conflicts arises between all of them but soon they come up with a solution that they will do both things, they will present first two styles through ppt. and remaining three through video clips for better understanding of the concepts and also they can make their presentation more interesting than other class fellows. As this scenario shows the compromising style of conflict management in which both parties are seeking little wins and little concessions.

Avoiding
Role play scenario Two workers A and B are working on a project from last 2 weeks. Worker As college friend calls her daily at 10 am. This irritates the other worker B but she avoids saying anything to her on this annoying activity at that time. So worker B does not value either her own or worker As interests and needs very highly, and denies that there is a conflict or willing to let conflicts go unresolved.

Accommodating
Role play scenario: Teachers enters in the class and give brief description about the project and also mention the deadline of project submission student start requesting to him to postpone the project submission on that date but Mr. Manzar is not willing to postpone it because he is a visiting faculty and it is not possible for him to do so. But students continue to argue so Mr. Manzar accommodates his students and postpone the project submission.

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Video description:
Video # 1 Conflict Management: This video tells us about conflict management that what is conflict management and how it arises in the workplace. Every now and again you work with someone who rubs you the wrong way. They are hard to work with. They disagree with everything you say .They do things very differently to you .If youre not careful these frustrations can built into outright conflict or a cold war where you avoid each other as much as possible. Learn why people are the way they are, how to respect and value the differences among people, and how to positively respond to conflicts and differences when they arise. Video # 2 Top 10 tips: Managing conflict This video includes 10 tips to manage conflict in the workplace that how you can manage and handle the conflict among your co workers. Following are the tips: Allocating time for people to connect to one another in meaningful ways saves time lost in resolving misunderstandings and conflict. Negotiating for win/win may mean creating something completely new for all parties involved. The way to successfully resolve conflict of any nature is to find out what each party needs. Needs can almost always be met, wants may require compromise on behalf of all. Try taking on the views of those opposed to you ask "what would be the benefits of such a view?"

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 Before introducing a new idea to a group, you can assume there will be objections. Think of the common objections and include their solutions as part of your introduction of the idea. If you dont want to say "No to an unhelpful suggestion ask question: "How do you see this helping in this situation?" "What will this give us if we did take it on?" "Can you see drawback in this idea?"

If you want to say yes to a suggestion, ask the same questions you would if you wanted to say "NO" Don't be fooled, blaming, criticizing and complaining do undermine morale. Tackle them as soon as you can. Actively entertain other realities no one else has got yours. When facing something difficult, breathe deeply, straighten your posture ,look up and smile.

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Appendixes

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Questionnaire

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Brochure

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