Conflict

Management

Diksha GargRoll no. 1213007MBA 3rd sem

What is a Conflict?

A Conflict is a situation in which someone believes that his or

her own needs have been denied.

A Conflict is a predictable social phenomenon and should be

channeled to useful purposes.

Conflict is an inevitable and unavoidable part of our everyday

professional and personal lives

Definition of CONFLICT

“ conflict has been defined as referring to all kinds of opposition or antagonistic interaction”- S.P. Robbins

Features of conflict

Dynamic process

Based on issues

Ineviatble factor of organisation

Caused by managerial errors

Resolution is must

A large number of forums

Need not be between two parties

Levels and Typesof Conflict

Organization

Group

individual

Type of conflictLevel of conflict

Within and between individuals

Within and between groups

Within and between organizations

Levels of conflict

Level of conflict

Individual level

Intra-personal

Goal conflict Role conflict

Inter-personal

Group level

Intra-group Inter-group

Organisationallevel

Intra-organisational

Inter-organisational

Intra-personal conflict

“it refers to that conflict which arises within an individual member of the organisations”.

Inta-personal conflict

Goal conflict

Role conflict

Inter-personal conflict

“it refers to that conflict which arises from differences of opinions regarding the choices made by two or more persons in the organisations”.

Inter-personal

Vertical conflict

Horizontal conflict

Diagonal conflict

Intra-group conflict

“it refers to that conflict which arises when differences of opinions over an issue crop up between the group members”

Inter-group conflict“it refers to that conflict which arises between

various groups in the organisations

Intra-organisationalconflict“it refers to that conflict which arises within an

organisation on the basis of its structure”.

Intra-organisational

Functional conflict

Hierarchialconflict

Line-staff conflict

Inter-organisationalconflict“it refers to that conflict which arises between

various organisations,generally,by the way of competition”.

Sources of conflict

Shortage of resources

Difference of values

Informational factors

Unsuccessful communication

Difference in status

Faulty reward system

Process of conflict

Latent conflict Perceived conflict Felt conflict

Mainfest conflict Conflict resolution

Conflict aftermath

• If resolved satisfactorily

• All is well

• If supperessed

Aspects of conflict

Functional conflict

Dysfunctional conflict

Consequences of functional conflict

Acts as motivating factor

Acts as need satisfier

Provide creative and supportive ideas

Introducing variety

Create understandings

Consequences of dysfunctional conflict

Insubordination

Drop in productivity

Lack of direction

Lack of new ideas

Issues involved in conflicts

Facts

Goals

Values

Methods

Conflict management

“it is the process of planning to avoid conflict where possible and organising to resolve conflict where it does happen, as rapidly and smoothly as possible”.

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5 ways to manage conflict

Avoidance

Competition (A)

Accommodation (B)

Compromise (C)

Collaboration (D)

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Conflict Continuum

I win, you lose (competition—A)

I lose or give in (accommodate—B)

We both get something (compromise—C)

We both “win”(collaborate—D)

A B C D

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Competition

Plus

The winner is clear

Winners usually experience gains

Minus

Establishes the battleground for the next conflict

May cause worthy competitors to withdraw or leave the organization

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Accommodation

Plus

Curtails conflict situation

Enhances ego of the other

Minus

Sometimes establishes a precedence

Does not fully engage participants

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Compromise

Plus

Shows good will

Establishes friendship

Minus

No one gets what they want

May feel like a dead end

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Collaboration

Plus Everyone “wins”

Creates good feelings

Minus Hard to achieve since no one knows how

Often confusing since players can “win” something they didn’t know they wanted

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What This Means

Managing conflict means you need to develop several styles and decide which is valuable at any given point of conflict

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Tips for Managing Workplace Conflict Build good relationships before conflict occurs

Do not let small problems escalate; deal with them as they arise

Respect differences

Listen to others’ perspectives on the conflict situation

Acknowledge feelings before focussing on facts

Focus on solving problems, not changing people

If you can’t resolve the problem, turn to someone who can help

Remember to adapt your style to the situation and persons involved

Thanks