Conflict – a consequence of real or perceived differences in goals, values, ideas, attitudes, beliefs, feelings and actions.

These can occur on several levels, namely:

1. Intrapersonal
2. Interpersonal
3. Intragroup
4. Intergroup

Two Main Types of Conflict

1. Competitive Conflict – wo or more groups attempt the same goals and only one group can attain them. It is
defined by a victory for one side and a loss for the other. The process by which such conflict is resolved is
determined by a set of rules.
2. Disruptive Conflict – this takes place in an environment filled with fear, anger and stress. There is no mutually
acceptable set of rules and the goal of each party is the elimination of its opponent.

Conflict Resolution

1. Dominance and Suppression/Win-Lose Strategy – represses rather than settle conflict, creating a win-lose
situation in which the loser is left feeling angry and antagonistic.
2. Restriction – autocratic, coercive style that often leads to an indirect and destructive expression of conflict.
3. Smoothing behavior – a more diplomatic way of suppressing conflict wherein one persuades the opponent to
give in to the other side.
4. Avoidance behavior – creates a situation in which there are no differences.
5. Majority Rule – resolves conflict by majority vote.
6. Compromise or Consensus Strategy – is a method where each side agrees upon solutions that meet everyone’s
needs.
7. Integrative Problem-Solving – a constructive process in which the parties involved recognize that conflict exists
and openly try to solve the problem.
8. A Win-Win Strategy focuses on goals and attempts to meet the needs of both parties.
9. A Lose-Lose Strategy – is one in which neither side wins; the settlement reached is unsatisfactory to both sides.
10. Confrontation – is regarded as the most effective means of resolving conflict in which it is brought out in the
open and attempts are made to resolve it through knowledge and reason.
11. Negotiation – is a technique where conflicting parties give and take on various issues.
10 Commandments of Negotiators:
Clarify
Keep
Get agreement
Avoid
Look for
Listen
Avoid
Keep in mind
Use Logic
Look for
 CONTROLLING

- The use of formal authority to assure the achievement of goals and objectives.

Principles of Controlling:

There must be:

1. A CRITICAL FEW
2. POINT OF CONTROL
3. SELF-CONTROL or DISCIPLINE

Kinds of Formal Control