Conflict Management

• Conflict Defined– Is a process that begins when one party perceives

that another party has negatively affected, or is about to negatively affect, something that the first party cares about. – S.P.Robbins

• “conflict may be viewed as a breakdown in the standard mechanism of decision making” - Louis

Conflict

Nature of conflict

• Difficulty in choosing among the various courses of actions available.

• Conflicting perception, values and goals.• Dynamic process• Must be perceived by the parties to it.

Different views about conflict

• Traditional View of Conflict

• The belief that all conflict is harmful and must be avoided.

Causes:

• Poor communication

• Lack of openness

• Failure to respond to employee needs

Causes:

• Poor communication

• Lack of openness

• Failure to respond to employee needs

Dysfunctional aspects

• Tension• Resignation of key personnel• Dissatisfaction• Creation of distrust• Goal displacement• Weakening of the organization

Human Relations View of ConflictThe belief that conflict is a natural and inevitable outcome in any group.Interactionist /Modern View of Conflict

The belief that conflict is not only a positive force in a group but that it is absolutely necessary for a group to perform effectively.

Positive/Functional Aspects of Conflict

• Release of tension• Creativity• Stimulation of Change• Identification of weaknesses• Group cohesiveness

Functional Conflict

Conflict that supports the goals of the group and improves its performance.

Functional versus Dysfunctional Conflict

Dysfunctional Conflict

Conflict that hinders group performance.

1. Antecedent conditions2. Perceived Conflict3. Felt Conflict4. Manifest Conflict5. Conflict aftermath

The Conflict Process

Stage II and III:

Perceived ConflictAwareness by one or more parties of the existence of conditions that create opportunities for conflict to arise. Felt Conflict

Emotional involvement in a conflict creating anxiety, tenseness, frustration, or hostility.

Conflict Management Techniques

Conflict Resolution (Curative) Techniques

•Compromise•Problem solving•Smoothing or Accomodating•Dominance or Confrontation

Conflict Resolution (Curative) Techniques

•Compromise•Problem solving•Smoothing or Accomodating•Dominance or Confrontation

Conflict Stimulation Techniques• Informal Communication• Bringing in outsiders• Restructuring / Reorganizing the

organization• Encouraging competition

Conflict Stimulation Techniques• Informal Communication• Bringing in outsiders• Restructuring / Reorganizing the

organization• Encouraging competition

Conflict Management Techniques

Preventing Conflicts• Establishing superordinate goals• Reducing interdependence• Rotation of personnel• Trust and communication• Avoidance• Appeal to higher authority

Conflict Management Techniques

Types and Levels of Conflict

I. Intra individual ConflictSources1. Frustration2. Goal Conflict

a. Approach – Approach conflictb. Approach – Avoidance conflictc. Avoidance – Avoidance conflict

3. Role Conflict

Types and Levels of Conflict

II. Inter Personal Conflict1.Personality differences2.Perception differences3.Differences in value system4.Power and status differences5.Scarcity of resources6.Role conflict

Types and Levels of Conflict

III. Organizational / Inter Group Conflict1.Incompatible goals2.Task interdependence3.Sharing of resources4.Joint decision – making5.Attitudinal differences

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