Conflict & Conflict Resolution – Notes
Definition and Nature of Conflict
Conflict is a disagreement or clash between individuals or groups due to differences in
goals, values, needs, perceptions, or expectations.
Nature of Conflict:
1. Inevitable
Meaning: Conflict cannot be avoided; it naturally occurs wherever people interact.
Example:
Two friends want to watch different movies. Even though they are close, their preferences
differ → leading to a small conflict.
2. Neutral (Neither Good nor Bad)
Meaning: Conflict itself is not positive or negative. Its impact depends on how people handle
it.
Example:
A disagreement between project partners about the design idea is neutral.
If handled politely → it may lead to a better design.
If handled poorly → it may spoil the partnership.
3. Dynamic
Meaning: Conflict changes over time—grows, reduces, or transforms.
Example:
A small misunderstanding between classmates becomes bigger after gossip spreads, but
later reduces after they talk openly.
4. Multi-Dimensional
Meaning: Conflict involves emotions, thoughts, and behavior together.
Example:
During a class debate:
Thoughts differ (different opinions),
Feelings arise (frustration, excitement),
Behavior changes (interrupting or raising voice).
All these dimensions are involved in the conflict.
5. Perception-Based
Meaning: Conflict arises from how people see a situation, not always the reality.
Example:
A student thinks their friend ignored their message intentionally.
The friend actually didn’t see the message.
The conflict arises from perception, not facts.
6. Can Be Constructive or Destructive
Meaning: Conflict can lead to growth or harm depending on response.
Examples:
Constructive Conflict
Two team members argue respectfully about ideas → choose the best one → the project
improves.
Destructive Conflict
Two classmates fight over seating → stop talking → group becomes divided.
Types of Conflict
Type of Conflict Definition Example
Conflict within oneself; confusion A student is unsure whether to study or
Intrapersonal Conflict
between thoughts, goals, or emotions. go out with friends.
Conflict between two individuals due to
Two friends fight because one borrowed
Interpersonal Conflict misunderstanding or personality
a notebook without permission.
differences.
Team members disagree on who should
Intragroup Conflict Conflict within the same team or group.
present the final project.
Conflict between two groups, teams, Two sports teams argue about who gets
Intergroup Conflict
classes, or departments. the playground first.
Organizational Conflict caused by rules, policies, or Students protest against a sudden change
Conflict structure of an organization/school. in the timetable.
Disagreement about what should be Group members debate which topic to
Task Conflict
done or the content of a task. choose for a PPT.
Conflict arising from emotions, ego, Two classmates stop talking due to
Relationship Conflict
personal dislike, or misunderstandings. jealousy or a rude comment.
Disagreement about how the task A project group argues about how to
Process Conflict
should be completed. divide work—equally or by strengths.
Causes of Conflict
Communication gaps
Personality differences
Scarcity of resources
Conflicting goals
Poor organizational structure
Differences in values or culture
Power struggles
Emotional triggers
Outcomes of Conflict
Positive Outcomes:
Better understanding
Encourages creativity
Improved problem-solving
Strengthened relationships
Negative Outcomes:
Stress and frustration
Reduced collaboration
Lower productivity
Hostility
Communication breakdown
Thomas Kilmann Conflict Resolution Model
Five styles:
1. Competing – High assertiveness, low cooperation
2. Accommodating – Low assertiveness, high cooperation
3. Avoiding – Low assertiveness, low cooperation
4. Compromising – Moderate both
5. Collaborating – High assertiveness, high cooperation (win-win)
Interest-Based Relational Approach (IBR)
Separate people from the problem
Treat everyone with respect
Listen actively
Focus on interests, not positions
Generate multiple solutions
Use objective criteria
Negotiation and Mediation Techniques
Negotiation:
Preparation
Discussion
Clarifying goals
Bargaining
Agreement
Implementation
Mediation:
- Neutral third party assists
- Creates safe environment
- Sets ground rules
- Listens to both sides
- Identifies issues
- Encourages win–win solutions