CONFLICT RESOLUTION DCE3712
CONFLICT RESOLUTIONDCE3712
3 credit hours (2+1)Lecturer :Dr. Jamilah Othman JPPPL FPP UNIVERSITI PUTRA MALAYSIASEMESTER 2 2014/2015Telephone: 03- 8946 8233e-mail: [email protected]: Semester Kedua 2014/2015
2OBJECTIVEAt the end of this course, student will be able to: Understand concepts and theories of coflict. (C4)Describe, analyze and evaluate situations of conflict at various contexts.(C6)Harness their skills in handling conflict. (A5)
3SYNOPSISThis Course Covers Basic Concepts And Theories Of Conflict, Sources And Effects Of Conflict, Types Of Conflict, Strategies For Conflict Resolution, Application Of Conflict Resolution In Human Resource Development, And Current Issues In Conflict.
4ContentsConcept and Theories of Conflict Views Of ConflictContext And Level Of ConflictTheories Of Conflict Management
Types Of ConflictIntrapersonalInterpersonalIntergroupIntragroupInternational
5Factors Related To ConflictControl Over ResourcesPreferences And Nuisances (Priorities And Disturbances)ValuesBeliefs The Nature Of The Relationship Of The Conflicting Parties
Methods Of Handling ConflictCompetition & CooperationConflict Handling StylesThird-Party RolesNegotiation Mediation
Outcomes Of ConflictPositive Outcome Of ConflictNegative Outcome Of Conflict
Skills Required In Handling Conflict Identifying Conflict SituationsCommunication Stress Management Anger Management Problem Solving
Issues In Conflict Management Human RightsViolenceStereotype And GeneralizationsConflict Case StudiesInterpersonal Conflict Family Conflict Organizational ConflictCommunity ConflictInternational/Interstate Conflict
Views of Conflict Conflict is a fact of life
Conflict is a universal phenomenon
Conflict is a perception issue
Conflict happens as a result of individuals perception of a phenomenon
Conflict is a sharp disagreement or opposition of interest or idea
A conflict exist whenever incompatibality occurs
The Outcome of Conflict Can be Negative or Positive
Conflict accurs when an individual or group feels negatively affected by another individual or group
The Views About Conflict
The Functionalist View The belief that conflict is harmful and must be avoided.
The Human Relationship View The belief that conflict is a natural and inevitable outcome in any group or relationship.
The Interactionist View 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.
The Structuralist View The belief that there is always an underlying structural conflict between the producers of economic wealth and those who benefit most from the economic system.
Deutch (1973) A conflict exists whenever incompatible activities occur.
Tjosvold & Johnson(1989) Conflict is not to be avoided or eliminated, but managed.
Jamilah, Rahim & Aminah (2006) Conflict happens as a result of individuals perception of a phenomenon, whereby thephenomenon itself is presented as an obstacle to the individuals.Content and Level of Conflict Intrapersonal
- conflict within the individual, the conflict is internal to the individual or inside oneself, - make decisions over choices - face dilemma when decision is difficult
(eg.) role conflict
Interpersonal
- Conflict between individuals - Individuals can be within the same team or outside the team
(eg) Conflict between one employee with another employee of the same department, conflict between siblings
Intragroup
- Conflict within a team or group - Conflict between members of a team or group
(eg) Conflict between members of family, organization, football team, etc.
Intergroup
- Conflict between two or more teams or groups
(eg) conflict between families, departments, organizations, countries, communities culture, religious groups etc.
Theories of Conflict Resolution
A theory is a means of explaining how something works The focus of a theorys explanation directs attentions to that part of the conflict and assigns the underlying explanation on the cause of conflict
Psychodynamic and Attribution Theories
- The way people act in conflict is due to the individuals ways of thinking
a. Psychodynamic Theory- based on psychological theories by Sigmund Freud- people experience conflict because of their intrapersonal state- it explains how individuals respond to conflict situations, particularly in light of their aggressive impulses and their anxieties- the theory points out that people are not always aware of their motivations that drive their behavior- non-substaintive conflict (to release tension unrelated to the other person in the conflict situation)- misplased or displased conflict (conflict is acted out with the wrong person over the wrong issue)
b. Attribution Theory
- An individual makes conclusions about the other persons behavior- Conclusions about the other individual are based on attributes about that individual or on inferences about the meanings, causes, or outcomes of conflict.- an attribution affects the way individual define conflicts, interpret the others behavior, and choose strategies to achieve their goals effectively within conflict situations.- individual conceptualize conflict and attribute it to various causes.- the perception of conflict arises when an individual feels frustration, thinks about the cause, and acts in response to it
2. Relationship Theories
- focus on how relationships between people involved in a conflict is enacted and resolved
a. Social Exchange Theory
- people evaluate their interpersonal relationships in terms of their value created by the costs and rewards associated with the relationship. - the cost is the feelings on the assessment on the amount of effort put into the relationship - the rewards is what is received as a result of the relationship - the theory assumes that people choose their behaviors due to self-interest and a desire to maximize rewards and minimize costs. - conflict arises when one person in the relationship feels that the outcomes are too low and perceive that the other will resist any attempt to raise the outcome.
b. Game Theory
- people act in conflict situations from a position of self-interest, and that moves and couter moves are chosen to maximize rewards and minimize costs.- interdependent actions and estimations of moves and countermoves within a conflict situation affect the movement of a conflict toward resolution.
c. Systems Theory
- it assumes that conflict represents a breakdown in communication from the normal, harmonious state of affairs.- it also assumes that conflict as a normal part of interaction.- sees conflict as an important part of a system- allows change and adaptation to various demands.
3. Structural Theory
- The struggle between social factions (groups of different beliefs and values)- These factions may co-exist peacefully although basically they may be hostile to each other
Marxism and Capitalism
- structural conflict that exist due to control of the production and distribution of wealth in a society- sometimes it takes the form of religious struggle but it strongly points to political and economic struggle- each conflicting party tries to get control of the people to gain power by trying to get control of the ideology of the mass- in capitalist system the conflict is between those who have the control production and distribution of wealth and those who sell their ability to work in the capitalist system
b. Radical Feminism
- radical means looking at the root cause- the two conflicting factions are women and men- the achievements of women were hidden when men were usually the winners in the conflict between men and women.woman without her man is nothing
Type of Conflict
Constructive Conflict Supports Organization GoalIncreases Organization AchievementIncreases Organization Image E.g : ISO, or Introduction of any innovations
Destructive ConflictDoes Not Support Organizations GoalDecreases Organizations AchievementDecreases Organizations ImageE.g : Sexual Harassment Levels of Conflict
Intra-personalWithin an individualInter-personalBetween two or more individualsIntra-group Within a groupInter-groupBetween two or more groups Importance of Conflict Management Positive Outcome of Conflict
Binds people togetherPreserves a relationshipHelps to define and clarify structure and expectations Better DecisionIncreases ProductivityLeads to new growths and ideasEnergizes and Increases Peoples Motivation
Negative Outcome of Conflict
Decreases Satisfaction Decreases TeamworkIncreases Turnover Sabotage and Abuse
Conclusion
Views of conflict differ among individuals. Conflict can be constructive or destructive. Outcomes of conflict can be positive or negative.
Factors Related to Conflict
Contents
The Cause of ConflictIndividuals ConceptualizationHierarchy of NeedsVariables Affecting The Cause of ConflictThe Conflict ProcessStages of Conflict ProcessConclusionThe Cause of Conflict Control Over Resources Preferences and Nuisances E.g : music while working, technology Values E.g : value judgmentBeliefsE.g : Organization mission and visionThe Nature of The Relationship E.g : siblings Individual ConceptualizationInternal / personal / Steps in the process of External factorsdevelopmental factors conceptualization
Level of. Development Process of conceptualization Content State of the individual. Stimulus experience Value / need set symbolization Context Causal attribution Intentional attribution
Context analysis Content analysis
Choice assessment
Maslows Hierarchy of Needs Physiological Esteem Self-actualization SocialSafety
Physiological Hunger, thirst, shelter, sex, and other bodily needs Safety Security and Protection from Physical and Emotional Harm Social Affection, belongingness, acceptance and friendship Maslows Hierarchy of Needs
Esteem Internal esteem factors such as self-respect, autonomy and achievementExternal esteem factors such as status, recognition and attention
Self-actualizationThe drive to become what one is capable of becoming, includes growth, achievingones potential and self-fulfillment Maslows Hierarchy of Needs Variables Affecting The Cause of Conflict The characteristics of the parties in conflictTheir prior relationship to one anotherThe nature of the issue giving rise to the conflict The social environment within which the conflict occursThe interested audiences to the conflict The strategy and tactics employed by the parties in the conflictThe consequences of the conflict to each of the participants and to other interested parties
The Conflict ProcessFive stages of the conflict process model:
Stage 1: Potential for conflictStage 2: Recognition of conflictStage 3: Conflict handling stylesStage 4: Conflict behaviorStage 5: Conflict outcomesStages of Conflict ProcessStage 1Stage 2Stage 3Stage 4Stage 5Potential for conflictRecognition of conflictConflict handling styleConflict outcomesConflict behavior Precedingcircumstance : - communication- structure - personal variables Perceived conflict Felt conflict Competing Collaborating Compromising Avoiding Accommodating
Overt conflict:- - partys behavior - others behavior Increasegroup performanceDecreasegroup performance
Conclusion
Individual perception and view on issues influence the cause of conflict.
Individuals needs and interests are important to be considered in understanding issues of conflict.
Methods Of Handling Conflict
Contents
Five Common Conflict StylesModel SALAMThird-Party Roles
Five Common Conflict Styles Model Thomas Kilmann Avoiding Accommodation Competing Compromising Collaborating
Styles Of Conflict(Model Thomas Kilmann) Akomodasi(Accommodate)AsertifKooperatifPengelakan (Avoid)Berkompromi(Compromise)Bertanding(compete)Bergabung(Collaborate)TinggiTinggiRendahModel SALAM (Dr. Iqbal Yunus)S = starting the conflicting viewA = agreeing that a conflict existL = listening for and learning the differenceA = advising one another (menjelaskan isu konflik)M = minimizing area of disagreement that could lead to aggression or withdraw
Penggunaan Pihak Ketiga Dalam Pengurusan KonflikMediator(Mediasi)Arbitrator (Penimbang Tara)Conciliator (Pendamai)Consultant (Pakar Runding)
Mediator (Mediasi):Pihak ketiga yang neutralMembantu proses membuat keputusan oleh pihak yang berkonflikTidak memihak kepada mana-mana pihak yang berkonflik
Arbitrator (Penimbang Tara)Pihak ketiga yang berkuasa untuk membuat keputusan untuk mereka yang berkonflik selepas memdengar kedua-dua pihak
Conciliator (Pendamai):Pihak ketiga yang mewujudkan jalinan komunikasi kepada mereka yang berkonflik.Menggalakkan mereka yang berkonflik untuk mencapai persetujuan
Consultant (Perunding): Pihak ketiga yang menjadi pakar runding untuk membimbing mereka yang berkonflik untuk memcapai persetujuan.
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