Description
This is a presentation explains about conflict and frustration.
CONFLICT AND FRUSTRATION
TWOB 6A
Conflict and Frustration
1
CONFLICT
? Definition:
?FIGHT
?STRUGGLE
?DISAGREEMENT
TWOB 6A Conflict and Frustration 2/44
FRUSTRATION
? Definition: ? Prevent from achieving
something or from being achieved.
TWOB 6A
Conflict and Frustration
3/44
Causes Of Frustration
? Environmental Factors: Heat, Rain,
Traffic Jam, i.e. Environmental Factors. ? Social Factors: Parents not allowing children to go for Party ? Personal Inadequacies: Incapable of attaining the goal but has a strong desire ? Frustration due to Conflict
TWOB 6A Conflict and Frustration 4/44
Causes of Conflict
? Motives or Goals ? Role conflict and Ambiguity ? Interpersonal conflict
? Inter group conflict
TWOB 6A Conflict and Frustration 5/44
Conflict due to Motives or Goals
1. Approach – Approach Conflict:Two or
more positive but mutually exclusive goals.(Two good movies on two channels, picnic or party?) Easier to solve, reduced emotional behavior.
TWOB 6A
Conflict and Frustration
6/44
Conflict due to Motives or Goals
2. Approach – Avoidance Conflict:
Individual is motivated to approach a goal, at the same time is motivated to avoid it. ( independence v/s protection for youth, new hair style but no one should laugh!) From far the positive aspects appear strong but as one gets nearer negative aspects are seen
TWOB 6A Conflict and Frustration 7/44
Conflict due to Motives or Goals
3. Avoidance – Avoidance Conflict: Two or more negative goals but mutually exclusive.(Do homework or get punished) Out come can be Indecision
Leave the conflict situation (Absent!)
TWOB 6A
Conflict and Frustration
8/44
Conflicts 1.Internal Role Conflict 2.Interpersonal conflict
TWOB 6A
Conflict and Frustration
9/44
Role Conflict
1. Person and the Role: Personality and
expectations (introvert and marketing) 2. Intra Role Conflict: Within the role(what kind of leadership style should I follow as a leader) 3. Inter Role Conflict: Different requirement of two roles performed by same person( Mother V/S Teacher, Father V/S Manager)
TWOB 6A Conflict and Frustration 10/44
Interpersonal Conflict
1. 2.
3.
Personal Differences: Unique background, culture, tradition, socialization process. Informational Deficiency: Due to communication breakdown, lack of communication. Environmental Stress: Shrinking resources, downsizing, competitive pressure, high degree of uncertainty,(Hire and Fire)
TWOB 6A
Conflict and Frustration
11/44
Categories of Responses to conflict 1. Competing
2. Avoiding
3. Accommodating 4. Compromising
5. Collaborating
TWOB 6A Conflict and Frustration 12/44
Categories of response to conflict
Competing
Non co-operative
Co-operative
Competing: A desire to satisfy one’s own interest, regardless of the impact on the other party to the conflict.
TWOB 6A Conflict and Frustration 13/44
Conflict-Handling Styles
? Competing (assertive & uncooperative) – “I am right, you are wrong” approach
• Use in emergency situations
– The plane is leaving in 5 minutes
• Short-term relationships, one-time interaction
TWOB 6A
Conflict and Frustration
14/44
Categories of response to conflict
Competing
Avoiding
Non co-operative
Co-operative
Avoiding: The desire to withdraw or suppress a conflict.
TWOB 6A Conflict and Frustration 15/44
? Avoidance (unassertive & uncooperative) – Suppress conflict by avoiding it or the other party
• Use when the matter is trivial • Allow other party or yourself time to cool down
TWOB 6A
Conflict and Frustration
16/44
Categories of response to conflict
Competing
Avoiding Non co-operative
Accommodating Co-operative
Accommodating: The willingness of one party in a conflict to place the opponents interest above their interest.
TWOB 6A Conflict and Frustration 17/44
Conflict-Handling Styles
? Accommodating (Unassertive &
cooperative)
– Put the interests of the other party above your own
• Use when the issues are more important to others than to you
– Cautions:
• You may eventually “blow-up” by continuing to put others interests above your own
TWOB 6A
Conflict and Frustration
18/44
Categories of response to conflict
Competing
Compromising
Avoiding Non co-operative
Accommodating Co-operative
Compromising: The situation in which each party to a conflict is ready to give up something.
TWOB 6A Conflict and Frustration 19/44
Conflict-Handling Styles
? Compromising (the middle ground)
– Each party intends to or is asked to
“give-up” something: – “Let’s split the difference” • Middle ground results in incomplete satisfaction of both parties concerns
TWOB 6A
Conflict and Frustration
20/44
Categories of response to conflict
Competing Collaborating Compromising
Avoiding
Non co-operative
Accommodating Co-operative
Collaborating: A situation in which the parties to conflict, each desire to satisfy fully the concerns of all parties
TWOB 6A Conflict and Frustration 21/44
Conflict-Handling Styles
? Collaborating (assertive & cooperative)
–“Win-win” strategy
• Each party seeks to fully satisfy their concerns and the concerns of the other party • Searching for a mutually beneficial outcome • Commitment to long-term relationships
TWOB 6A Conflict and Frustration 22/44
Inter Group Conflict
1. Competing for Resources(Budget
Allocation) 2. Task Interdependencies: Cascading of departments for final output 3. Jurisdictional Ambiguity: (Gray areas in delegation of authority) 4. Status Struggle: Inequity as compared to other departments(HR v/s Finance v/s Marketing v/s Production)
TWOB 6A Conflict and Frustration 23/44
Behavior and Conflict Intensity
Annihilatory (Destruction) Conflict
Overt efforts to destroy the other party
Aggressive physical attacks
Threats and ultimatums
Assertive verbal attacks
Overt questioning or challenging of others
No Conflict
Minor disagreements or misunderstandings
TWOB 6A
Conflict and Frustration
24/44
JOHARI WINDOW
OTHERS
KNOW DO NOT KNOW
O K U N R O S W E L DK O N V N O E OW S T
TWOB 6A
OPEN
HIDDEN
BLIND
UNKNOWN
Conflict and Frustration
25/44
Conflict Outcomes
WIN W I N L O S E
TWOB 6A
LOSE WIN-LOSE
WIN-WIN
LOSE-WIN
LOSE-LOSE
Conflict and Frustration
26/44
FRUSTRATION
Need / Deficiency
Drive
Block
Goal
Defense Mechanism
TWOB 6A
Conflict and Frustration
27/44
Most commonly used Defense Mechanisms
Rationalization 2. Denial 3. Projection 4. Escape 5. Repression 6. Identification 7. Displacement 8. Regression 9. Compensation 10. Sublimation
1.
TWOB 6A Conflict and Frustration 28/44
Most commonly used Defense Mechanisms
1)Rationalization- Attempt to justify one’s actions with an excuse rather than admitting one’s failure or mistake.( Traffic Jam, Got up late) 2) Denial- Belief in a falsehood, rather than accept the reality of the truth.(My son cannot do such a thing)
TWOB 6A Conflict and Frustration 29/44
Most commonly used Defense Mechanisms
3) Projection- Blaming unpleasant feelings or inappropriate actions on others. (She is a very strict person) 4) Escape- Running away from a problem.(absent) 5) Repression - Blocking out thoughts about unpleasant things or experiences.(I did no know the rule!)
TWOB 6A Conflict and Frustration 30/44
Most Commonly used Defense Mechanisms
6) Identification- Acting like or modeling someone’s behavior. Associating someone else’s accomplishments as your own. (Cricket Match!) 7) Displacement- Expressing feeling toward someone or something not associated with the source of the feelings.(Kicking the Wall)
Conflict and Frustration
TWOB 6A
31/44
Commonly used Defense Mechanisms
8) Regression- Returning to an earlier means of dealing with frustration or an earlier, less threatening, time that required less responsibility. (Crying) 9) Compensation- Attempt to make up for a lack of something or some ability by getting or achieving something else.(Dress, if not looks!)
TWOB 6A Conflict and Frustration 32/44
Commonly used Defense Mechanisms
10) Sublimation- Transforming unacceptable behaviors into acceptable ones.(better in KT exams. Channeled anger)
TWOB 6A
Conflict and Frustration
33/44
The Relationship between Conflict Intensity and Outcomes
Positive
Neutral
Negative
Too little conflict
Appropriate conflict
Too much conflict
Low
Moderate Intensity
Conflict and Frustration
High
TWOB 6A
34/44
Conflict Resolution
? Superordinate goals – Shared goal that cannot be attained without cooperation of each of the conflicting parties ? Altering structural variables – Changing the organizational chart
• Reporting relationships
– Create joint-task forces
• Gain appreciation of each others (groups) constraints and needs
? Altering individuals – Human relations training – Transfers
TWOB 6A Conflict and Frustration 35/44
Thirds Parties and Conflict Resolution
? Mediation – Neutral third party attempts to find mutually beneficial trade-offs, suggests alternatives, & serves as a sounding board for the conflicting parties
• Growing area of legal practices • 60% of cases in mediation reach settlement
? Arbitration – Neutral third party can dictate an agreement
• Allows parties to avoid the high-costs of going to trial • Always results in settlement
TWOB 6A Conflict and Frustration 36/44
Negotiation
? Definition: It is the process of finding an
agreement that is satisfactory to all of the groups/individuals involved.
? It is used to ensure a “win-win” situation. ? Negotiation is best when it includes the
members in conflict and peers who are stakeholders in the process
? Or, a third party may be called when ongoing
conflict resolution/negotiation does not work among the team members .
TWOB 6A Conflict and Frustration 37/44
Characteristics of a Successful Negotiation
? It should:
– Be timely and effective with the parties – Produce an agreement that results in a resolution of the conflict and a revitalized team process – Improve the relationships between the individuals, strengthening the team
TWOB 6A Conflict and Frustration 38/44
Negotiation Skills
? In “Principled” Negotiation, a negotiator
should:
Help the parties develop objective criteria for solutions – Separate the members from the issue – be tough on the issue not the members. – Focus on the issue not the different viewpoints. – Develop different solutions that are satisfactory to all. – Think about the consequences of the decision among team members and outside the team. – Do not just try to win. Work on finding an acceptable resolution for all involved.
TWOB 6A Conflict and Frustration 39/44
Avoiding Conflict and Frustration
? Goal Clarity ? Role Clarity ? Clarity in Communications ? Improve Listening abilities ? Right Attitude. ? IQ, EQ, SQ ? Exercise (Healthy Body) ? Relaxation (Healthy Mind) Remove toxins. ? Three C’s (Connectivity, Capability,Contribution) ? Social Interactions
TWOB 6A
Conflict and Frustration
40/44
To Conclude
? Key to resolving conflict and
avoiding frustration is within!
? Never Fear to Negotiate, at the
same time NEVER Negotiate with fear
? Growth is Mandatory,
Maturing is Optional!!!
TWOB 6A Conflict and Frustration 41/44
doc_840428569.ppt
This is a presentation explains about conflict and frustration.
CONFLICT AND FRUSTRATION
TWOB 6A
Conflict and Frustration
1
CONFLICT
? Definition:
?FIGHT
?STRUGGLE
?DISAGREEMENT
TWOB 6A Conflict and Frustration 2/44
FRUSTRATION
? Definition: ? Prevent from achieving
something or from being achieved.
TWOB 6A
Conflict and Frustration
3/44
Causes Of Frustration
? Environmental Factors: Heat, Rain,
Traffic Jam, i.e. Environmental Factors. ? Social Factors: Parents not allowing children to go for Party ? Personal Inadequacies: Incapable of attaining the goal but has a strong desire ? Frustration due to Conflict
TWOB 6A Conflict and Frustration 4/44
Causes of Conflict
? Motives or Goals ? Role conflict and Ambiguity ? Interpersonal conflict
? Inter group conflict
TWOB 6A Conflict and Frustration 5/44
Conflict due to Motives or Goals
1. Approach – Approach Conflict:Two or
more positive but mutually exclusive goals.(Two good movies on two channels, picnic or party?) Easier to solve, reduced emotional behavior.
TWOB 6A
Conflict and Frustration
6/44
Conflict due to Motives or Goals
2. Approach – Avoidance Conflict:
Individual is motivated to approach a goal, at the same time is motivated to avoid it. ( independence v/s protection for youth, new hair style but no one should laugh!) From far the positive aspects appear strong but as one gets nearer negative aspects are seen
TWOB 6A Conflict and Frustration 7/44
Conflict due to Motives or Goals
3. Avoidance – Avoidance Conflict: Two or more negative goals but mutually exclusive.(Do homework or get punished) Out come can be Indecision
Leave the conflict situation (Absent!)
TWOB 6A
Conflict and Frustration
8/44
Conflicts 1.Internal Role Conflict 2.Interpersonal conflict
TWOB 6A
Conflict and Frustration
9/44
Role Conflict
1. Person and the Role: Personality and
expectations (introvert and marketing) 2. Intra Role Conflict: Within the role(what kind of leadership style should I follow as a leader) 3. Inter Role Conflict: Different requirement of two roles performed by same person( Mother V/S Teacher, Father V/S Manager)
TWOB 6A Conflict and Frustration 10/44
Interpersonal Conflict
1. 2.
3.
Personal Differences: Unique background, culture, tradition, socialization process. Informational Deficiency: Due to communication breakdown, lack of communication. Environmental Stress: Shrinking resources, downsizing, competitive pressure, high degree of uncertainty,(Hire and Fire)
TWOB 6A
Conflict and Frustration
11/44
Categories of Responses to conflict 1. Competing
2. Avoiding
3. Accommodating 4. Compromising
5. Collaborating
TWOB 6A Conflict and Frustration 12/44
Categories of response to conflict
Competing
Non co-operative
Co-operative
Competing: A desire to satisfy one’s own interest, regardless of the impact on the other party to the conflict.
TWOB 6A Conflict and Frustration 13/44
Conflict-Handling Styles
? Competing (assertive & uncooperative) – “I am right, you are wrong” approach
• Use in emergency situations
– The plane is leaving in 5 minutes
• Short-term relationships, one-time interaction
TWOB 6A
Conflict and Frustration
14/44
Categories of response to conflict
Competing
Avoiding
Non co-operative
Co-operative
Avoiding: The desire to withdraw or suppress a conflict.
TWOB 6A Conflict and Frustration 15/44
? Avoidance (unassertive & uncooperative) – Suppress conflict by avoiding it or the other party
• Use when the matter is trivial • Allow other party or yourself time to cool down
TWOB 6A
Conflict and Frustration
16/44
Categories of response to conflict
Competing
Avoiding Non co-operative
Accommodating Co-operative
Accommodating: The willingness of one party in a conflict to place the opponents interest above their interest.
TWOB 6A Conflict and Frustration 17/44
Conflict-Handling Styles
? Accommodating (Unassertive &
cooperative)
– Put the interests of the other party above your own
• Use when the issues are more important to others than to you
– Cautions:
• You may eventually “blow-up” by continuing to put others interests above your own
TWOB 6A
Conflict and Frustration
18/44
Categories of response to conflict
Competing
Compromising
Avoiding Non co-operative
Accommodating Co-operative
Compromising: The situation in which each party to a conflict is ready to give up something.
TWOB 6A Conflict and Frustration 19/44
Conflict-Handling Styles
? Compromising (the middle ground)
– Each party intends to or is asked to
“give-up” something: – “Let’s split the difference” • Middle ground results in incomplete satisfaction of both parties concerns
TWOB 6A
Conflict and Frustration
20/44
Categories of response to conflict
Competing Collaborating Compromising
Avoiding
Non co-operative
Accommodating Co-operative
Collaborating: A situation in which the parties to conflict, each desire to satisfy fully the concerns of all parties
TWOB 6A Conflict and Frustration 21/44
Conflict-Handling Styles
? Collaborating (assertive & cooperative)
–“Win-win” strategy
• Each party seeks to fully satisfy their concerns and the concerns of the other party • Searching for a mutually beneficial outcome • Commitment to long-term relationships
TWOB 6A Conflict and Frustration 22/44
Inter Group Conflict
1. Competing for Resources(Budget
Allocation) 2. Task Interdependencies: Cascading of departments for final output 3. Jurisdictional Ambiguity: (Gray areas in delegation of authority) 4. Status Struggle: Inequity as compared to other departments(HR v/s Finance v/s Marketing v/s Production)
TWOB 6A Conflict and Frustration 23/44
Behavior and Conflict Intensity
Annihilatory (Destruction) Conflict
Overt efforts to destroy the other party
Aggressive physical attacks
Threats and ultimatums
Assertive verbal attacks
Overt questioning or challenging of others
No Conflict
Minor disagreements or misunderstandings
TWOB 6A
Conflict and Frustration
24/44
JOHARI WINDOW
OTHERS
KNOW DO NOT KNOW
O K U N R O S W E L DK O N V N O E OW S T
TWOB 6A
OPEN
HIDDEN
BLIND
UNKNOWN
Conflict and Frustration
25/44
Conflict Outcomes
WIN W I N L O S E
TWOB 6A
LOSE WIN-LOSE
WIN-WIN
LOSE-WIN
LOSE-LOSE
Conflict and Frustration
26/44
FRUSTRATION
Need / Deficiency
Drive
Block
Goal
Defense Mechanism
TWOB 6A
Conflict and Frustration
27/44
Most commonly used Defense Mechanisms
Rationalization 2. Denial 3. Projection 4. Escape 5. Repression 6. Identification 7. Displacement 8. Regression 9. Compensation 10. Sublimation
1.
TWOB 6A Conflict and Frustration 28/44
Most commonly used Defense Mechanisms
1)Rationalization- Attempt to justify one’s actions with an excuse rather than admitting one’s failure or mistake.( Traffic Jam, Got up late) 2) Denial- Belief in a falsehood, rather than accept the reality of the truth.(My son cannot do such a thing)
TWOB 6A Conflict and Frustration 29/44
Most commonly used Defense Mechanisms
3) Projection- Blaming unpleasant feelings or inappropriate actions on others. (She is a very strict person) 4) Escape- Running away from a problem.(absent) 5) Repression - Blocking out thoughts about unpleasant things or experiences.(I did no know the rule!)
TWOB 6A Conflict and Frustration 30/44
Most Commonly used Defense Mechanisms
6) Identification- Acting like or modeling someone’s behavior. Associating someone else’s accomplishments as your own. (Cricket Match!) 7) Displacement- Expressing feeling toward someone or something not associated with the source of the feelings.(Kicking the Wall)
Conflict and Frustration
TWOB 6A
31/44
Commonly used Defense Mechanisms
8) Regression- Returning to an earlier means of dealing with frustration or an earlier, less threatening, time that required less responsibility. (Crying) 9) Compensation- Attempt to make up for a lack of something or some ability by getting or achieving something else.(Dress, if not looks!)
TWOB 6A Conflict and Frustration 32/44
Commonly used Defense Mechanisms
10) Sublimation- Transforming unacceptable behaviors into acceptable ones.(better in KT exams. Channeled anger)
TWOB 6A
Conflict and Frustration
33/44
The Relationship between Conflict Intensity and Outcomes
Positive
Neutral
Negative
Too little conflict
Appropriate conflict
Too much conflict
Low
Moderate Intensity
Conflict and Frustration
High
TWOB 6A
34/44
Conflict Resolution
? Superordinate goals – Shared goal that cannot be attained without cooperation of each of the conflicting parties ? Altering structural variables – Changing the organizational chart
• Reporting relationships
– Create joint-task forces
• Gain appreciation of each others (groups) constraints and needs
? Altering individuals – Human relations training – Transfers
TWOB 6A Conflict and Frustration 35/44
Thirds Parties and Conflict Resolution
? Mediation – Neutral third party attempts to find mutually beneficial trade-offs, suggests alternatives, & serves as a sounding board for the conflicting parties
• Growing area of legal practices • 60% of cases in mediation reach settlement
? Arbitration – Neutral third party can dictate an agreement
• Allows parties to avoid the high-costs of going to trial • Always results in settlement
TWOB 6A Conflict and Frustration 36/44
Negotiation
? Definition: It is the process of finding an
agreement that is satisfactory to all of the groups/individuals involved.
? It is used to ensure a “win-win” situation. ? Negotiation is best when it includes the
members in conflict and peers who are stakeholders in the process
? Or, a third party may be called when ongoing
conflict resolution/negotiation does not work among the team members .
TWOB 6A Conflict and Frustration 37/44
Characteristics of a Successful Negotiation
? It should:
– Be timely and effective with the parties – Produce an agreement that results in a resolution of the conflict and a revitalized team process – Improve the relationships between the individuals, strengthening the team
TWOB 6A Conflict and Frustration 38/44
Negotiation Skills
? In “Principled” Negotiation, a negotiator
should:
Help the parties develop objective criteria for solutions – Separate the members from the issue – be tough on the issue not the members. – Focus on the issue not the different viewpoints. – Develop different solutions that are satisfactory to all. – Think about the consequences of the decision among team members and outside the team. – Do not just try to win. Work on finding an acceptable resolution for all involved.
TWOB 6A Conflict and Frustration 39/44
Avoiding Conflict and Frustration
? Goal Clarity ? Role Clarity ? Clarity in Communications ? Improve Listening abilities ? Right Attitude. ? IQ, EQ, SQ ? Exercise (Healthy Body) ? Relaxation (Healthy Mind) Remove toxins. ? Three C’s (Connectivity, Capability,Contribution) ? Social Interactions
TWOB 6A
Conflict and Frustration
40/44
To Conclude
? Key to resolving conflict and
avoiding frustration is within!
? Never Fear to Negotiate, at the
same time NEVER Negotiate with fear
? Growth is Mandatory,
Maturing is Optional!!!
TWOB 6A Conflict and Frustration 41/44
doc_840428569.ppt