CONFLICT

A strong disagreement or collision of values, interests or intentions among individuals, groups,

organizations, communities, and nations.

Conflict occurs when basic needs are not met, or when an individual or group is interfering with or
obstructing the attainment of certain goals.

Differences in responsibilities between

job descriptions and actual job
Confrontation due to
differences in specialty,
Poorly expectations
training or beliefs Defined
Goals & Expectations
Priorities Change

Human
Drives for
Conflict Success

Confrontation over
resources that are scarce Multiple employees
or dwindling competing for limited
reward systems
Conflict is a part of d
͚ oing business

Conflict is a normal and natural part of any workplace

Managers spend 25% of their time resolving conflict

Conflict can result in:

◦ Lower morale

◦ Increase in absenteeism

◦ Decreased productivity
 ` • People who try to satisfy their own
Competin interests at the expense of others

g • People who seek win-win solutions that

incorporate viewpoints of all

• People who withdraw from a discussion

Avoidin that may
result in conflict
g • People who appease opponents or
Accommodatin puts other
people's interests aďoǀ e their oǁ Ŷ
g • Occurs when each party to a conflict
Compromisin demonstrates willingness to give up
something in order to promote a solution
g
 Five Styles of Conflict Management
Assertive
●
Competing
Collaborating
ASSERTIVENESS

●
Compromising

● ●
Avoiding Accommodating
Unassertive Cooperative
Uncooperative COOPERATIVENESS
©A
Communication step to solve conflict

i- Stay calm
ii- Restore order
iii- Allow parties to vent
iv- Listen Carefully
v- Generate Solution
vi- Agree on Resolution
vii- Verify Mutual Acceptability

Negotiation