Conflict Management

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

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,

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)

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?

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?

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?

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

Types of conflict

Inter-personal and intrapersonal

Inter-group and intra-group
Competitive and Disruptive

Conflict Process
Antecedent conditions
Perceived conflict

Felt Conflict

Manifest behavior
Conflict Resolution
Or Suppression
Resolution aftermath

Antecedent Conditions

Scarce Resources
Conflicting attitude
Ambiguous jurisdiction
Communication barriers
Need for consensus
Unresolved prior conflicts
Knowledge of self and others

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

General causes of conflicts

Poorly defined goals

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

Effects of conflict in organizations

Stress
Absenteeism
Staff turnover
De-motivation
Non-productivity

Now.

Individual Exercise

Conflict Table
I win

I lose

You win

Win-Win

Lose-Win

You lose

Win-Lose

Lose-Lose

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)

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

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

Case Study

Now
work in a group

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

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

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