Defining Conflict

What is Conflict?

How would you define conflict?

From an organizational point of view, conflict can be viewed as anything that disrupts the “normal”
routine.

Conflict is also “the hostility caused when you strived for the outcomes you prefer, and thus prevent
others from getting the outcome they want.”

Are there other definitions that work for you? Put any that come from the group on flipchart.

What constitutes a difficult situation for you? How do you normally deal with difficult situations?

Assumptions

Many organizations and their managers make the following assumptions. Do you agree or disagree?
Why or why not?

Conflict is avoidable.
Conflict is not avoidable. Conflict is the result of personality problems within the organization. (That is
the reason that is most commonly given for conflict. However, I hope we will see over these two days
that there are many reasons for conflict—not just personality differences—although certainly these play
a part.)
Conflict produces inappropriate reactions by the persons involved.
Sometimes reactions are inappropriate. Sometimes they are very appropriate. Can you give some
examples of each? Think of sports. Referees intervene when there is a conflict among players. That is
appropriate. Then fans boo the referees, or physically assault them. That is inappropriate

Conflict creates a polarization within the organization.

Conflict can cause polarization. Think of health care as an example. I was watching a video recently
where a community was polarized on whether they needed a new hospital or whether the present
hospital was adequate for the job.

Since conflict is perfectly normal, we should expect it to occur, just like death and taxes. We must accept
its existence. Trying to stop all conflict is a waste of our time and energy. Besides, not all conflict is
undesirable.

Conflict can have either constructive or destructive effects, and we must have a good sense as to when it
is something we want to eliminate and when it is something we want to build on.

Positives and Negatives

Negatives:

 Broken relationships
 Work disruption
 Can be expensive
 Can create barriers not there before
 May cause people to leave work they enjoy
 May lead to bad decisions

Positives:

 Helps people see other options or points of view

 Clears the air
 Encourages creativity
 Leads to better decision-making

Organizations and leaders should be very careful not to create situations where others are
uncomfortable voicing a different opinion for fear of creating conflict.