Conflict Management

ORGANISATIONAL

BEHAVIOUR

CONFLICT AND

TYPES OF CONFLICT

Concept....

Conflict can be defined in many ways and can be

considered as an expression of hostility , negative attitudes ,

aggression , rivalry and misunderstanding .

Conflict may emerge between different organisations or

within organisations , or between organisations and their social

and political environments .

Definitions Of Conflict

According to Joe Kelly , “ Conflict is defined as opposition or

dispute between persons, groups or ideas ”.

According to Follett, “ Conflict is the appearance of

difference , difference of opinions, of interests ” .

A conflict is serious disagreement or argument between two or

more persons

Nature of Conflict

Conflicts are Natural

Conflicts are not Big

Conflict is Multidimensional

Conflict is Finding the Balance

Conflict is Universal

Conflict is Disruptive

Conflict Involves Disagreement

Sources of Conflict

Organisational

Change Personality Clashes

Different Sets of

Values

Threats to Status

Contrasting

Perceptions

Lack of Trust

Interdepartmental

WranglesJob Related Issues

Other Agendas

Types/Classification of Conflict

Individual Level

conflict

Group Level

ConflictOrganisational

Level Conflict

Intra-

Individual

Conflict

Inter-

Individual

Conflict

Intra-

Group

conflict

Inter-

Group

Conflict Intra-

Organ.

Conflict

Inter-

Organ.

Conflict

INTERPERSONAL CONFLICT

In conflict with other individuals

Co-workers, siblings ,spouse, room mates

Most common type of conflict

Varied personality

Needs a mediator to resolve

Types of Interpersonal

Conflict

Pseudo-conflicts and real arguments

Policy conflicts

Value conflicts

Ego conflicts

INTRAPERSONAL

CONFLICT

Occurs within individual

Occurs in the mind of individual

Involves thoughts , values, beliefs

Leads to restlessness and even depression

Leads to personal growth

Discussing with other people resolves it

Types of Intrapersonal

conflict

Inter-role Conflict – a person’s experience of

conflict among the multiple roles in his/her life

Intra-role Conflict – conflict that occurs within asingle role, when a person receives conflicting

messages from role senders about how to perform

a certain role

Person–role Conflict – conflict that occurs when

an individual is expected to perform behaviours in

a certain role that conflict with his/her personal

values

Effects of Conflict

Conflict has both Positive and Negative effect.

It can be positive when it encourages creativity, new looks at

old, the clarification of points of view, and the development

of human capabilities to handle interpersonal differences.

Conflict can be negative when it creates resistance to

change, establishes turmoil in organisation or interpersonal

relations fosters distrust, builds a feeling of defeat, or widensthe chasm of misunderstanding.

Positive Effects of Conflict

Acts as Motivating Factor : Motivate individuals to do betterand to work harder. One’s talents and abilities come to the

forefront in a conflict situation.

Acts as Need Satisfier : Satisfy certain psychological needs like

dominance, aggression, esteem and ego and thereby

provide an opportunity for the constructive use and release of

aggressive urges.

Cont....

Introducing Variety: Add variety to one’s organisational life,

otherwise work life would be dull and boring.

Create Understanding: Facilitate an understanding of the

problem, people and interrelationships between people,

better coordination among individuals and departments, in

addition to strengthening intra-group relationships, etc.

Negative Effects of Conflict

Drop in Productivity : Allowing a conflict to continue means

that employee attention becomes more focused on theconflict and not on productivity.

Lack of Direction: Conflict can sometimes arise when

management is unable to communicate the direction of the

company to employees. Conflict will erupt as employee are

allowed to interpret changes within the company in their ownway.

Cont....

Lack of New Ideas: Groups in conflict tend not to collaborate

on new ideas. When conflict goes unresolved it can be

difficult to create new ideas, the company needs to solve

problems it is facing.

Affects Quality of Work: If conflict is allowed to go on longenough, the parties involved may begin to show more interest

in the conflict than in doing their jobs properly. Product quality

can suffer and in some cases the safety of the employees can

be jeopardy as well.

Resolution of Conflict

Conflict resolution or management 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.

Conflict resolution is the principle that all conflicts cannotnecessarily be resolved, but learning how to manage conflicts

can decrease the odds of non-productive escalation.

Effective conflict resolution skills can make the difference

between positive and negative outcomes .

Procedure for Resolution of Conflict

Preliminary Steps: This step involves knowing full details of theconflict and the first thing to note is the stage of conflict. The

more advance the stage of conflict, the more efforts are

required to resolve it. Moreover strategy used is also

dependent upon the stage of conflict.

Diagnosing the Issue: Under this stage, the issues involved

should be analysed and understood what the conflict is about

Cont....

Conflict Handling Modes: There may be numerous modes of

conflict handling and the have grouped into:

1) To Avoid Appearance of Conflict and the purpose like-

minded people should be appointed .

2) Mediation : It involves sweeping out differences by

mediation through persuasion, highlighting the merits and

demerits of their cases.

Cont....

3)Letting the Parties to Settle their Scores : It is better when boththe parties adopt a rigid stand to their views.

4) Mutual Problem- Solving: This approach is suitable when both

parties are interested in resolving the conflict and are not rigid

to their stand.

Presented BY:

Sonal

Shubham

Akanksha

Annu