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 Conflict occurs when two or more people or organizations disagree because their needs, wants, goals, or values are different.  Hurt feelings, anger, egos, and poor communication are the precursors to conflict. ©

The outcome of conflict is the creation for determining whether the conflict is functional or dysfunctional, that is, whether positive or negative outcomes for the concerned parties. Conflict is inevitable and has the potential to be dysfunctional, but if managed constructively, it can be functional and enhanced performance. ©

 Damages the spirit of the team or an individual  Divides people and groups, and make cooperation difficult  Leads to harmful behaviour, like fighting  Makes people or groups focus on their differences  Takes attention away from other activities ©

 Bring about solutions to problems  Causes real communication  Clears up important problems or issues  Develops understanding and skills  Gets everyone involved in solving issues  Help people learn more about each other and cooperate ©

 STEP 1: ANALYSE THE CONFLICT  STEP 2: DETERMINE YOUR MANAGEMENT STRATEGY  STEP 3: PRE-NEGOTIATION  STEP 4: NEGOTIATION  STEP 5: POST-NEGOTIATION ©

 Third Party Intervention  Suppression (we run a happy ship)  Power or Dominance  Integration or Collaboration  Denial or Avoidance  Compromise or negotiation ©