Mana gin g

Con fli ct

S.V ija y Kuma r

Asst.Professo r- HR &OB
GITAM U niver si ty
Visakhapatnam

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About me…
❚ 11 yrs Teaching ,Training Consulting
❚ Trainer of Trainer for ILO- APSBP IPEC
❚ Corporate Trainer for ITC, Canara Bank,
GVMC, Steel Plant, Coke, BHPV, Indian
Navy, Rail Calcining, Indian Railway
Waltair Division,VPT
❚ Visiting Faculty. Andhra Bank, ICFAI,
AIMS,Canara bank
❚ Consultant for CORD – Centre for
organisational research and design
Viskhapatnam Andhra Bank Staff College 2
Wh y Conflict Ari ses

Type “A” Personality

Vs.

Type “B Personality

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 Typ e ”A” Person al it y

❚ Highly Competitive
❚ Strong Personality
❚ Restless when
inactive
❚ Seeks Promotion
Punctual
❚ Thrives on
deadlines
❚ Maybe jobs atAndhra Bank Staff College 4
 Type “B”
Pers onal ity
❚ Works methodically
❚ Rarely competitive
❚ Enjoys leisure time
❚ Does not anger
easily
❚ Does job well but
doesn’t need
recognition
❚ Easy-going
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 Ag gress ive Peo pl e
❚ Body language
❙ Stiff and straight
❙ Points, bangs tables to emphasize
points
❙ Folds arms across body
❚ Verbal language
Aggressive people
❙ “I want you to…”
are basically
❙ “You must…” insecure….. Try to
❙ “Do what I tell you!” avoid them.
❙ “You’re stupid!”
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 Su bm issiv e peo pl e
❚ Body Language ❚ Verbal Language
❙ Avoids eye ❙ “I’m sorry”
contact ❙ “It’s all my
❙ Stooped posture fault”
❙ Speaks quietly ❙ “Oh dear”
❙ Fidgets
Submissive people
have a great sense
of inferiority
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 As sert ive Peo pl e
❚ Body language
❙ Stands straight
❙ Appears composed
❙ Smiles
❙ Maintains eye contact
❚ Verbal language
❙ “Let’s”
❙ “How shall we do this?”
❙ “I think… What do you
think?” Andhra Bank Staff College 8
 Typ es o f C onflict

❚ Within an individual
❚ Between two individuals
❚ Within a team of individuals
❚ Between two or more teams
within an organization

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 Cau ses o f co nfl ict
❚ Conflict of aims- different goals
❚ Conflict of ideas- different
interpretations
❚ Conflict of attitudes - different
opinions
❚ Conflict of behavior- different
behaviors are unacceptable

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Stag es of C onflict
❚ Conflict arises
❚ Positions are stated and
hardened
❚ Actions, putting into action their
chosen plan
❚ Resolution???

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Preven ting C onflict
❚ Assess positive and negative
personality traits of people
involved
❚ Determine personality type
❙ Aggressive
❙ Submissive
❙ Assertive
❚ Assess if people are introvert or
extroverts...
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 Preven ting C onflic t
❚ Review past conflicts
❚ Assess communication skills of
those involved
❚ Read body language of
participants

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 Preven ting C onflic t
❚ Try to reduce conflict
❙ Realize that communication is
colored by personal experience,
beliefs, fear, prejudices
❙ Try to be neutral
❙ Plan the timing and place of the
conversation
❙ Realize that outside stress may add
to confrontation
❙ Eliminate/reduce external
interruptions
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 Preven ting C onflict

❚ Manage the language used

❙ Neutral vs. loaded words
❙ Reduce technical language
❙ Allow for cultural differences in
language
❙ Words may have different
meanings for different people…ask
them to elaborate
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 Perso nalit ie s wh o ca use
co nflict

❚ Aggressor
❚ Passive
❚ Absentee
❚ Error prone
❚ Negative
attitude
❚ Chatterbox
❚ Do nothing
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 Perso nalit ie s wh o ca use
co nflict

❚ Unreliable
❚ Time waster
❚ Resentful
person

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 WAC ’em met hod

What’s bothering you?

A -What do you want to Ask the

person to do?

heck in to see if what you’ve asked

for can happen
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 Ai ds to
Communicat ion
❚ Listen Actively ❚ Tailor words to
❚ Relax person
❚ Observe body ❚ Determine the
language best timing
❚ Develop interest ❚ Determine the
in others best place
interests ❚ Why is the
❚ Ask for conversation
clarification necessary
❚ Plan what you Andhra Bank Staff College 19
Thank you

❚ All the Participants

❚ Andhra Bank Staff College

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