The document summarizes conflict management and resolution strategies. It discusses the phases of conflict escalation from harmony to disintegration. It emphasizes building trust between parties by acting with integrity, respecting others' views, and seeking solutions that benefit everyone. Effective communication involves skills like dialogue, listening to understand other perspectives, and exploring issues from multiple sides to find truth. When deciding whether to address a conflict, factors to consider are its potential impact, risks, rewards, and confidence in the resolution process. The document outlines a four-phase process for dialogue-based conflict resolution: preparation, initiation, exploration of all views, and collaborative solution finding.

1. Conflict Management- Varsha Mothukuri

2. What is Conflict?
A serious disagreement or argument, typically last for a
while.
• Good Conflict
• Bad Conflict

3. Disagreements VS
Unhealthy Conflict

4. Phases of Escalation
• Things are peaceful
• Differences are resolved effectively
Harmony
• Increasingly aware of the differences
• Although differences can still be navigated, you can sense future problems
Discomfort
• Differences in which you can feel stakes are higher
• How differences are handled will determine if there will be harmony or we move to next stage
Disagreement
• Tensions are rising and you get defensive towards your own point of view
• You slip into your natural conflict style - Avoiding, Accommodating or Dominating.
Discord
• Cross over the line to unhealthy conflict
• You either start imposing or relent to get even
Polarization
• Point of no return
• Parties become alienated
Disintegration

5. Ways to Prevent Escalation
Become
more aware
Build trust
Take a step
back
Use Skills of
Dialogue

6. Building Trust
Building trust starts with you
• Act from clear personal values
• Walk the talk regarding your
organization’s mission and values
• Make and keep commitments
• Seek to improve
• Accept accountability rather than
blame others
• Comply with ethical standards
Build trust by how we relate and treat
other people
• Be curious and interested in others
• Show respect even if you disagree
• Praise publicly
• Seek to be a team player
• Clarify your goals and agenda
• Listen to understand other’s point of
view
• Seek solutions for everyone’s benefit

7. Four types of
Communication
(Skills of Dialogue)
Q-1
Dominator
Q-4
Collaborator
Q-2
Avoider
Q-3
Accommodator
Assertiveness
(Concern
for
self)
Empathy
(Concern for others)
Low
High
High

8. The Conflict Model

9. Dialogue: Pathway for
Collaboration
Argument, Discussion or Debate Dialogue
Preoccupation with self Concern for self & others
Adversarial Unity and mutuality
Intent to “Win” Intent to learn and explore
Listen to respond Listen to understand
Polarized positions Many sides
Oversimplified issues View nuances and complexities
Right vs. Wrong Discovery of truth
Look for conforming data Look for enlightenment
The main skill of collaboration is dialogue—a participative process
of communication in which people listen to understand one
another’s point of view and then agree upon options to solve
problems and/or resolve their disagreements.

10. Adopting the Mindset to
Resolve Conflict
By getting your head straight
Look at your contribution
Take responsibility for yourself
Look through three stories
Dealing with your feelings
How do you handle your feelings?
Focus on your thoughts
Learn from feelings of others
Bringing your feelings into the
conversation
Commitment to outcomes
Examine your trust paradigm
Commit to collaboration
Be clear of the outcomes you desire
during your negotiations

11. Addressing a
Conflict
Impact
The higher the impact, the more
likely you want to address the
conflict.
Risk
You want to know that the
potential rewards for addressing a
conflict are greater than the risks.
Rewards
The greater the potential rewards,
the more sense it makes to engage
in conflict resolution.
Confidence
How confident are you in initiating
and facilitating dialogue? Are you
willing to trust yourself and the
process?
You must always decide if it is worth addressing a conflict. Here
are four considerations before you make that decision

12. Addressing a
Conflict
You’re upset and want to vent your
feelings
The real conflict is inside of you
The other person has no desire or
incentive to work things out
The other person has power and
authority over you
It does not make sense to deal with conflict when

13. The phases and steps of
dialogue
Remember to:
• Use a soft start-up
• Show respect
• Avoid blame
• Use repair attempts
Supplemental Inquiry Skills:
• Inviting
• Clarifying
• Empathizing
• Priming
Supplemental Advocacy Skills:
• Go to the heart of matter
• Share non-dogmatically
• Encourage commentary
• Use Immediacy if not heard
Phase 1
Preparation
• Understand the model/principles.
• Work through your thoughts and feelings
• Evaluate your commitment to collaboration.
Phase 2
Initiation
• Initiate dialogue by making a “leveling statement”
• Clarify your intent and/or concerns
• State your commitment to collaboration
Phase 3
Exploration
• Inquire into the point of view of others
• Advocate your own point of view
• Go back and forth between inquiry to advocacy until you have built a pool of shared understanding
Phase 4
Collaboration
• Identify what is important to each person (needs)
• Brainstorm solutions that will meet everyone’s needs.
• Agree upon final solutions/actions

14. Thank You!