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Conflict Management

Dr S.M. Israr
Aga Khan University Karachi, Pakistan

S.M.Israr

Learning Objectives
1. To define conflict 2. To understand the importance of utilizing appropriate personnel management skill to deal with conflicts 3. To review typical conflicts one is involved, and possible methods generally used 4. To become familiar with necessary skills in resolving conflicts
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Fatima, the Typist


Samina, Razia and Fatima are typists/secretaries in your organization. Samina is from Karachi, Razia from Rawalpindi and Fatima from a rural village in Khairpur. Their average typing speed during last three months has been: Samina (60), Razia (50) and Fatima (30) What do you think of Fatimas performance? (Write your ranking using the scale from 1-5)
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Fatima, the Typist (Contd)


Samina and Razia had other jobs before joining your organization. This is fatimas first job. She joined three months ago
What do you think of Fatimas performance?

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Fatima, the Typist (Contd)


While Samina and Razia have new imported typewriters, Fatima has an old one which jumps frequently. What do you think of Fatimas performance?

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Fatima, the Typist (Contd)


Most of Saminas and Razias work is straight typing of reports yet they have a considerable number of errors. Fatima on the other hand is usually given heavy statistical data and her work is practically errorless.
What do you think of Fatimas performance?
S.M.Israr

What is conflict?
A battle, contest or opposing forces existing
between primitive desires and moral, religious or ethical ideas ( Websters Dictionary) A state of incompatibility of ideas between two or more parties or individuals Conflict management is the practice of identifying and handling conflict in a sensible, fair and efficient manner
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Types of conflict

Inter-personal and intrapersonal Inter-group and intra-group Competitive and Disruptive

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Conflict Process
Antecedent conditions Perceived conflict Felt Conflict

Manifest behavior
Conflict Resolution Or Suppression Resolution aftermath

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Antecedent Conditions
Scarce Resources Conflicting attitude Ambiguous jurisdiction Communication barriers Need for consensus Unresolved prior conflicts Knowledge of self and others
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How to create conflict?


Not being a role model Take credit, no recognition Be judgmental Send written messages Subordinate should come to see me Make yourself inaccessible to your team Individual Vs team approach Telling them? Consulting them? Or deciding with them? Come tomorrow Introduce change without consultation or discussion
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General causes of conflicts


Poorly defined goals Divergent personal values Lack of cooperation/trust Competition of scarce resources Unclear roles/lack of job description

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Effects of conflict in organizations


Stress Absenteeism Staff turnover De-motivation Non-productivity

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Now.

Individual Exercise

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Conflict Table
I win You win Win-Win I lose Lose-Win

You lose

Win-Lose

Lose-Lose
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Methods to deal with conflicts


Competition (win-lose situation) Accommodation (win-win situation) Avoidance (lose-lose situation) Compromise (lose-lose situation) Collaboration (win-win situation)
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Steps to resolve conflicts


Assure privacy Empathize than sympathize Listen actively Maintain equity Focus on issue, not on personality Avoid blame Identify key theme Re-state key theme frequently Encourage feedback Identify alternate solutions Give your positive feedback Agree on an action plan

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How to prevent conflicts


Frequent meeting of your team Allow your team to express openly Sharing objectives Having a clear and detailed job description Distributing task fairly Never criticize team members publicly Always be fair and just with your team Being a role model
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Case Study

Now work in a group


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Conclusion
Conflict is unavoidable
Complexity of organizational relationship Interaction among workers Dependence of workers on one another

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Conclusion (Contd)
Conflict is a healthy sign not a negative process It reflects dynamics

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Conclusion (Contd)
Poorly managed conflicts Unfavorable with counter productive results Problems and negative attitude
Well managed conflicts Stimulate competition Identify legitimate differences Powerful source of motivation
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