CH4-E3-E4 Management-Conflict Management PDF

E3-
E3-E4 MANAGEMENT
CONFLICT MANAGEMENT
17-03-11 For Internal Circulation BSNL only

WELCOME
• This is a presentation for the E3-E4

Management Module for the Topic: Conflict
management
• Eligibility: Those who have got the Up-gradation
to from E3 to E4
• This presentation is last updated on 17-3-2011.
• You can also visit the Digital library of BSNL to
see this topic.

AGENDA
• What is conflict
• Reasons for workplace conflict
• Types of conflict
• Ways to manage conflict
• Attitude Change

Introduction
• The world today has become almost like a war

zone.
• Every one is trying to compete with each other.
• For this very reasons we find that the work places
are witnessing conflicts among the co-workers.
• If Conflict not managed properly, it can scale up to
the level when whole of the work atmosphere and
the goal achievements can go for a toss.

Conflict
What is it?
5
Definition
• Conflict is a process that begins when one

party perceives that another party is about to
affect , first party’s Area of Interest.
• It could be value, unknown fear, opinions

CONFLICT MANAGEMENT
• Conflict is when two or more values, perspectives and

opinions are contradictory in nature and haven't been
aligned or agreed about .
• Conflict arises Within self :
1. When you're not living according to your values;
2. When your values and perspectives are threatened
3. Discomfort from fear of the unknown or from lack of
fulfillment .

Conflict is often needed
• Help to raise and address problem
• Energize on the most appropriate issues

• Motivate to participate
• People learn from differences

Conflict is a problem when
• Hampers productivity
• Causes more and continued conflicts
• Causes in appropriate behavior
• Continuous conflict

Sources of Conflict
Perceptual Differences
}
{
10
Workplace conflict

Poor communication
• Employees not informed about decisions

• Misinformation.
• Differing views on what’s relevant.
• Rumour mills

Insufficient resources
• Disagreement
• Who does what?
• Inadequate process

Personal chemistry
• Strong emotions.
• Misperceptions/stereotypes.
• Poor communication.
• Miscommunication.
• Strong personal nature

Leadership problem
• Inconsistent leadership
• Too-strong and uniformed leadership.
• Boss does not understand the perception
of subordinate

Types of Conflict
• Destructive conflict
• Constructive conflict
• Competitive and cooperative conflict

Competitive Cooperative
conflict conflict
Outcome Win –loss Win –win
Relationship Relationship
is damaged is maintained
Tactics Be Negotiate in
aggressive good faith
Assumption Zero-sum world Non-zero-sum
17
Characteristic At its worst At its best
Dominating Trustworthiness
manipulative Realistic
Aggressive courteous
arguments
Egocentric
rigid
18
Structural conflicts caused by
• Destructive patterns of behavior or interaction.

• Unequal control, ownership, distribution of
resources.
• Unequal power and authority.
• Geographical, physical or environmental factors
that hinder cooperation.
• Time constraints.

Ways to address structural conflicts
• Clearly define and change roles.

• Replace destructive behavior patterns.
• Reallocate ownership or control of resources.
• Establish fair and mutually acceptable decision-making
process.
• Change negotiations from positional to interest-based
bargaining.
• Change physical and environmental relations.

CONFLICT RESOLUTION
• Problem solving
• Super ordinate Goals
• Expansion of resources
• Avoidance
• Smoothing
• Compromise
• Authoritative command
• Altering the human variable
• Altering the structural variables

Intrapersonal Conflict
• 1. Intrapersonal Conflict : Conflict within an individual.
• (a) Inter role conflict- conflict among multiple roles in
his/her life. Role of worker Vs role of parent.
• (b) Intra role Conflict- conflict within single role. Person
receives conflicting message from role sender.
• (C) Person role Conflict – Occurs when an individual in a
particular role is expected to perform behaviors that clash
with his /her values.
22
Managing Intrapersonal Conflict
• Identify the issues

• Acknowledge
• Explain
• Seek alternatives
• Use assertive statements when needed
• Summarize the discussion

Continue..
Positive Consequences Negative Consequences
• Leads to new ideas. • Divers energy from works.

• Stimulates creativity. • Threatens psychilogical
• Motivates well being.
• Promotes org. vitality. • Wastes resources.
• Helps individuals & • Breaks down group
groups establish cohesion.
identities. • Can increase hostility &
• Serves as safety valve aggressive behaviour.
to indicate problems.
24
Reduction of conflict Between Groups
(with others)
• Mange yourself
• Move the discussion to a private area, if possible
• Give the other person time to ventilate
• Acknowledge where you disagree and where you agree
• Work the issue, not the person
• If the situation remains a conflict, then All group
members have to follow the group norms
• Always try out for solutions which leads to win-win
situations rather than win-lose

Tips for Managing Workplace Conflict
• Build good relationships before conflict occurs

• Do not let small problems escalate; deal with
them as they arise
• Respect differences
• Listen to others’ perspectives on the conflict
situation
• Acknowledge feelings before focussing on facts
• Focus on solving problems, not changing people
• If you can’t resolve the problem, turn to
someone who can help
• Remember to adapt your style to the situation
and persons involved
Types of conflict
• Inter-individual Conflict – when two

individual disagree about issues, actions
or goals.
• Individual-Group Conflict

Skills for CONFLICT managers
• Communication
• Express strong feelings appropriately
• Remain rational for as long as possible
• Review what has been said
• Learn to give and take
• Avoid all harmful statements


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E3-

17-03-11 For Internal Circulation BSNL only

• This is a presentation for the E3-E4

17-03-11 For Internal Circulation BSNL only

17-03-11 For Internal Circulation BSNL only

• The world today has become almost like a war

17-03-11 For Internal Circulation BSNL only

• Conflict is a process that begins when one

17-03-11 For Internal Circulation BSNL only

• Conflict is when two or more values, perspectives and

17-03-11 For Internal Circulation BSNL only

• Help to raise and address problem

• Energize on the most appropriate issues

17-03-11 For Internal Circulation BSNL only

17-03-11 For Internal Circulation BSNL only

17-03-11 For Internal Circulation BSNL only

• Employees not informed about decisions

17-03-11 For Internal Circulation BSNL only

17-03-11 For Internal Circulation BSNL only

17-03-11 For Internal Circulation BSNL only

17-03-11 For Internal Circulation BSNL only

17-03-11 For Internal Circulation BSNL only

Outcome Win –loss Win –win

Assumption Zero-sum world Non-zero-sum

• Destructive patterns of behavior or interaction.

17-03-11 For Internal Circulation BSNL only

• Clearly define and change roles.

17-03-11 For Internal Circulation BSNL only

17-03-11 For Internal Circulation BSNL only

• Identify the issues

17-03-11 For Internal Circulation BSNL only

Positive Consequences Negative Consequences

• Leads to new ideas. • Divers energy from works.

17-03-11 For Internal Circulation BSNL only

• Build good relationships before conflict occurs

• Inter-individual Conflict – when two

17-03-11 For Internal Circulation BSNL only

17-03-11 For Internal Circulation BSNL only

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