Scribd
Upload
10 views22 pages

Conflict PPT

The document discusses managing and resolving conflicts in the BFSI sector through various scenarios involving coworkers, supervisors, and customers. It emphasizes the importance of timely conflict resolution to prevent escalation, maintain relationships, and improve communication. Effective strategies include active listening, expressing feelings, and finding collaborative solutions to foster a positive work environment.

Uploaded by

vaizhux
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
10 views22 pages

Conflict PPT

The document discusses managing and resolving conflicts in the BFSI sector through various scenarios involving coworkers, supervisors, and customers. It emphasizes the importance of timely conflict resolution to prevent escalation, maintain relationships, and improve communication. Effective strategies include active listening, expressing feelings, and finding collaborative solutions to foster a positive work environment.

Uploaded by

vaizhux
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
You are on page 1/ 22

"Managing and Resolving

Confiicts in the BFSI


Sector: Scenario-Based
Solutions"
GROUP
2
Introduction

Conflict is a disagreement or difference of opinion


between individuals or groups. It can be a natural
phenomenon that occurs in everyday life, but it
can also lead to violence and war in certain
situations
Co-worker Scenario

Karan and Ahmed were discussing their


client data base. After a few days Karan
realises Ahmed has approached one of
his propable customer. Karan is upset and
ask ahmed why did he approach the
person without informing him. This leads
to conflict between them.
How do you think karan and
Ahmed should manage the
conflict?

1. Schedule a distraction-free meeting.


2. Share their perspectives.
3. Listen actively.
4. Identify common goals.
5. Agree on a plan.
6. Follow up to ensure resolution.
What gave rise to conflict in the situation?

Conflict origin
Ahmed's
action Result
Key issue
Is it important to resolve conflict
at the right time? Why?

Importance of Prompt :
Prevents escalation
Maintains relationships
Boosts productivity
Clarifies expectations
Fosters a positive culture
How would you feel if you
were in that situation?

Karan's perspective :
Feelings
Concerns
Action
Goal
How would you resolve this
conflict?
Conflict Resolution Steps :
Arrange a calm meeting with Ahmed.
Express feelings without assigning blame.
Listen to Ahmed's perspective.
Discuss communication
protocols. Find collaborative
solutions.
Follow up to strengthen future
communication and
collaboration.
Supervisor scenario

Alexa has not been able to close his


insurance calls due to which hus supervisor
has been scolding him Alex knows his
product well finds difficult in explaining and
asking questions. His supervisor is not
considering this situation
How do you think Alex
should manage the
conflicts?

Addressing Communication Challenges

Challenges: Poor communication and lack


of supervisor support.

1.Assess gaps and seek feedback.


2.Develop active listening, questioning, and
role- playing skills.
3.Proactively communicate, request support,
and provide updates.
Outcome: Improved communication and
supervisor relationship.
What gave rise to conflict in the
situation?

Conflict in Alex's Situation


Causes:
• Communication and
performance issues
•Lack of supervisor
support
•Mismatched
expectations
•Failure to address
communication
challenges

Result: Breakdown in understanding, leading to conflict


escalation.
Is it important to resolve conflict at the right time?
Why?
Resolving Alex's Conflict Importance:
Prevents performance decline
Reduces stress
Promotes growth
Improves relationships
Avoids escalation

Key Outcomes:
Enhanced
communication,
morale, and
performance.
How would you feel if you
were in that situation?

If in Alex's Shoes

Feelings:
1.Frustration from poor communication.
2.Pressure and lack of feedback causing inadequacy.
3.Self-doubt and anxiety about performance.
4. Desire for growth but feeling stuck without guidance.

Actions:
Seek help, communicate openly, overcome communication barriers, and
manage stress effectively.
How would you resolve this
confiict?

Addressing the Conflict

Actions:
1.Proactively communicate
with supervisor.
2. Assess communication
challenges.
3.Request feedback and
training.
4.Improve skills and
provide progress updates.
Customer
Scenario
A customer approaches you and fires you
saying one of your colleagues sold the policy
without explaining the terms and conditions
as a result the customer gave to spend rs
15000 extra. now he wants to withdraw from
the policy and also threatens to sue your
organization
What will you
do?
Active listening
Empathy
Clear
communication Offer
solutions
Stay calm and
professional
Follow up
Cultural
sensitivity
What gave rise to conflict in the situation?

Defensiveness
Lack of empathy
Slow resolution
Inflexibility
Miscommunication
Aggressive tone
Unclear terms
Failure to take
responsibility
Is it important to resolve conflict
at the right time? Why?

Maintain customer trust


Prevent escalation
Reduce financial risks
Uphold brand reputation
Enhance customer
experience Boost internal
efficiency
Learn from incidents
How would you feel if you
were in that situation?

Empathy
Responsibility
Pressure
Frustration
Determination
Concern
Professional
obligation
How would you resolve this confiict?

Resolving Customer Conflicts :

Listen actively.
Address concerns and offer
solutions. Manage legal threats
calmly.
Follow up and maintain a positive
attitude. Rebuild trust and ensure fair
resolutions.
Conclusion
Conflict has positive and negative outcomes.
Can foster growth and present challenges.
Effective management boosts creativity.
Strengthens relationships and prevents disruption.
Essential for personal and organizational success.
Thank you!
Do you have any
questions?

You might also like