International Journal of Academic Research and Development

International Journal of Academic Research and Development

ISSN: 2455-4197, Impact Factor: RJIF 5.22
www.academicsjournal.com
Volume 2; Issue 4; July 2017; Page No. 210-216

Workplace conflicts: Classifications, causes and management strategies

1
Khaleda Yasmin, 2 Aleya
1
Lecturer, Department of Political Science, Jagannath Univesity, Dhaka, Bangladesh
2
Student, Department of Islamic History and Culture, Dhaka University, Dhaka, Bangladesh

Abstract
Conflicts in organizations or workplaces can have serious consequences. Workplace conflicts can lead to hostile relations among
individuals within a group. Sometimes, conflicts can hamper overall efficiency of organizations. Its negative consequences can
gravely affect relationships resulting in inhospitable work environment and psychological stress. On the other hand, conflicts,
when managed properly, can open the doors of opportunity to strengthen relationships in workplaces. Conflict management
depends on a range of causal factors, the nature of which varies from conflict to conflict. Sometimes, conflicts may become
difficult to resolve without the help of impartial mediators. As a result, negotiators may be required; they can play a significant
role in managing and mitigating conflicts, especially organizational conflicts. This paper attempts to explain causes of
organizational, institutional, and workplace conflicts. It also focuses on workplace conflicts’ outcomes and organizational conflict
management strategies.

Keywords: conflict, conflict management, intra-inter conflicts, organizational conflicts, management techniques, way-out

1. Introduction why do people gravitate towards conflicts? Why do

Conflict is a very common scenario in our everyday life. conflicts happen in the workplace and why do people
It is also very common at our workplace. Workplace embroil themselves in conflicts so frequently? Once
conflict (organizational) can trigger negative conflicts have arisen, how can they be resolved in a
consequences affecting relationships (individual and manner that is acceptable to all parties concerned? These
group). It can lead to a serious loss of time and energy research questions demand further academic analyses.
when there is a failure to address it competently. Conflicts in workplace may lead to organizational and
However, it can sometimes open up new opportunities for institutional failure. It can have long term consequences
relationship-building if it is handled honestly, that are dangerous for maintaining a productive work
impartially, and smoothly. Moreover, conflict environment. This research attempts to explain causes of
management strengthens relationships among groups and organizational, institutional, and workplace conflicts. It
individuals in their workplaces and indeed, other arenas also tries to focus on conflict management strategies.
of life. This paper has endeavored to explain why workplace
To ensure a productive and vibrant workplace, it is conflict management is necessary and how to apply
necessary to find out the causes of workplace conflicts. conflict management instruments to mitigate the
Furthermore, understanding workplace conflicts and outcomes of conflicts.
applying management strategies can produce a sound and
friendly workplace. This is where the necessity of 3. Theoretical basis of conflict and conflict
conflict management comes in, which is examined in management
detail in this paper. Conflict management is necessary to Conflict theory originated from the work of Karl Marx.
keep harmony within the group. His work focused on class conflicts (Bourgeoisie and
Proletariat). Conflict arises when resources, status and
2. Statement of research problem power are distributed unequally [2].
In the discourse of Political Science and Sociology, it is If we ask why and how do people create conflicts–
hotly debated whether human beings by nature are numerous motivations can be found. Those reasons help
‘selfish, introvert, and greedy’ (Machiavelli1) and to build theoretical ground of conflicts. According to the
‘solitary, poor, nasty, brutish, and short’ (Hobbes 2) or Bruce Knauft et al. (1991) 3, “Simple human societies
not. Contrary to popular belief, modern scientific constitute a major anomaly for models which propose
inquiries have found little or no evidence for the notion evolutionary similarity between great apes and prostate
that human beings are genetically aggressive [1]. If so, human patterns of violence”. Humans have engaged
themselves with various types of violence and wars
1
Niccolo Machiavelli was an Italian Renaissance historian, politician, and (collective wars, intra and inter group wars) from the
philosopher. He has been called the founder of the modern Political
Science. The Prince by Machiavelli is a widely read book among students
3
and scholars of Political Science. As cited in - A. oberschall. 2010. Conflict theory, K.T. Leicht and J.C.
2
Thomas Hobbes was an English philosopher. The Leviathan is one of the Jerkins (eds.), Handbook of politics: State and society in global
best writings by Hobbes. perspective, LLC. p. -178.
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time of primitive societies [3]. “Although sociobiologists conflict can easily minimize the chances of “serious
assume that genes exist for specific behavioral escalations of conflicts” 6 in a workplace or organization.
dispositions, like ‘self-sacrificial bravery in warfare’ 4 no
such genes have been identified, and behavior in warfare 6. Organizational conflict and its classification
and group conflict situations has been explained in other Conflict might be the result of individual or group
terms” [4]. In other words, it is likely that social, expression of resentments and discontents. Conflict
economic and environmental circumstances, rather than a within organizations can be classified into four
genetic predisposition, are mainly responsible for the categories 7:
creation of conflicts.
Conflict in the work place, can be very harmful for 6.1 Interpersonal conflict
individual well-being, at the same time, dangerous for This conflict arises between two different individuals.
institutions, departments, and teams. For effective Naturally, people are different in terms of their views,
conflict management in workplace the ‘Dual Concern beliefs, and life-styles. Conflicts arise from differing
Theory' is very popular. Its main argument is that opinions and misunderstandings. It spurts out when
“conflict management is a function of high or low “dissatisfaction feelings go out of control” 8. It is a
concern for self, combined with high or low concern for situation of competition in which the one group is aware
others” [5]. Pruitt and Rubin’s (1986) 5 ‘Dual Concern of the incompatibility of the wishes of other groups [10].
Theory’ is based on the earlier work of Blake and For instance, supporters from two major political parties
Mouton (1964) and the work on the ‘Theory of of Bangladesh, namely, Awami League (AL) and
Cooperation and Competition’ (1973). Bangladesh Nationalist Party (BNP), may be colleagues
or co-workers. Both parties claim they are ideologically
4. Methodology of this study different from each other and they often accuse each
This study is qualitative in nature and utilizes extensive other for bad deeds. Sometimes, this may lead to
literature review and secondary sources such as, national interpersonal conflicts within an organization.
and international journal articles, newspapers, books, Differences in personal character and work ethics may
weekly and monthly magazines, research papers, and also lead to conflict. For example, one officer may be
daily national and international newspapers. Additionally, very honest; another very reckless. These differences may
empirical experience is also employed as an foster hostility toward one another.
observational research tool. Practical experience in the Interpersonal conflicts in the workplace can lead to
study of social phenomena enriches research findings. In hostile and aggressive relationships. Besides, it can
the empirical method, we have focused on why and how hamper routine functions of a workplace by creating a
employees’ dissatisfactions level rises and how this can conflict zone, which can affect others as well.
lead to conflicts in the workplace.
6.2 Intrapersonal conflict
5. Conceptual framework of conflict and conflict Intrapersonal conflict arises within an individual.
management strategies Sometimes it is called intrapsychic 9 conflict [11]. It can
Conflict in an organization can be defined a struggle for develop out of one’s psychological factors, such as, own
political, economic or social power, and a strong thoughts, ideologies, emotions, and values. Intrapersonal
disagreement between people and groups with opposing conflict takes place in the individual’s mind. It occurs
needs, ideas, values, and goals. Conflict is an when one argues with oneself but cannot come to a good
unavoidable part of life [6]. decision. Sometimes its outcome can become dangerous
Conflict is probably the outcome of human values and can cause impatience, downheartedness [12] or other
differentiations. It is usually fueled by the opposition of psychological problems.
one community, group or party to another, in an attempt Many employees work together in an organization. Their
to reach a different objective from that of the other individual thoughts are different. When a sincere
community, group or party [7]. employee notices that his boss routinely chooses a
Conflict management, on the other hand, is the ability to careless employee for best performance reward, the
be able to identify and handle conflicts wisely, honestly, sincere officer can feel disheartened. In other words,
positively, and efficiently [8] . It is the process of institutional breakdown is a possible outcome of injustice
decreasing and sometimes limiting the dreadful
consequences of conflicts while increasing the positive
6
aspects of conflict resolution [9] . Learning how to manage The Foundation Coalition (TFC) Understanding Conflict and Conflict
Management, 2014. [Online] Available at
http://www.foundationcoalition.org/publications/brochures/conflict.pdf (5
October, 2015).
7
Evans B. 2013. Types of Conflict – Four Classifications, 2013 . [Online]
Available at http://www.typesofconflict.org/types-of-conflict/ (30
December, 2014).
4 8
Tiger, Lionel and Robin Fox. The Imperial Animal. New York: Holt, Sajid, M., Intrapersonal Conflict, 2015. [Online] Available at
Reinhart and Winston (1971). Also cited by A. Oberschall. 2010. Conflict http://www.speakingtree.in/sajid-merchant (4 January, 2015).
theory, K.T. Leicht and J.C. Jerkins (eds.), Handbook of politics: State and 9
Intrapsychic conflict is the very early Freud’s psychological writings.
society in global perspective, LLC. p. -178 According to the Haelen H. Tartakaff, M.D. ” the fact that the concept of
5
Carsten K W De Dreu, et al. 2001. A theory-based measure of conflict intrapsychic conflict between opposing forces in mental apparatus
management in the workplace. Journal of Organizational Behavior, DOI: appeared very early in Freud’s psychological writings.” Available at
10.1002/job.107, Source: OAI p. 646 http://apa.sagepub.com/content/11/3/619.extract
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towards performance reward. That honest officer neither regional and political backgrounds work together for
gets motivation nor gets inspiration from the workplace. institutional or organizational well-being. We have also
This downheartedness can be the reason of his mental noticed senior-junior competitions and regional, political,
illness. It can possibly weaken their future creative ideological groupings within in the work place.
potential. Final outcome of this situation is likely Sometimes, employees join or create different regional,
psychological intrapersonal conflict. political, ideological groups for the benefit of their
personal interests. These sorts of groupings can possibly
6.3 Intergroup conflict create an unfriendly environment in workplace which can
Intergroup conflict arises between two groups. It occurs lead to intragroup conflict.
due to the different interests, objectives, and principles of
different groups. Competitions and misunderstandings 7. Causes of conflict
may also be responsible for intergroup conflict. For Conflict can arise between couples, work peers, religious
example, two different religious groups can be involved and ethnic groups, political organizations, and
in conflict for domination of the same territory. Lack of governmental institutions. Interpersonal conflict is highly
resource is another potential reason for intergroup prevalent. On an average, we encounter five conflicts per
conflict. Social-psychological processes accelerate day and generally respond in three ways–fights, flight or
intergroup conflict [13]. Conflict between two major flow [14] . There are many reasons for conflict. Conflicts
political parties in Bangladesh is an example. The debate can result from external influences, political
over which party is more popular and therefore, should differentiations, economical reasons, emotional forces,
rule the nation is a constant source of strife in behavioral reasons, and societal reasons. Lack of
Bangladesh. information, personality variations, gender and
Small group conflicts maybe lead a national crisis. For sexuality, 12 culture, race and ethnicity, and lack of
example, Muslim and Hindu group conflict during the knowledge are common reasons for conflict.
last days British India is a vivid example of intergroup Misunderstanding is perhaps is a common reason of
conflict. This type of conflict can be prolonged and organizational conflict. Communication gap can create
sometimes seemingly never ending. misunderstandings and misunderstanding leads to
If people learn to understand that differing cultures are conflicts in organization.
not threats, they can probably avoid intergroup conflicts According to the University of Maryland [15] sometimes
and lead a peaceful life. Equitable distribution of wealth conflict starts and intensifies because of ‘half-listening’.
and resources is another mechanism that would very In a conflict prone situation, one party does not
likely help to reduce the danger of intergroup conflict. concentrate on listening to what other party is actually
saying. From our empirical observations, it has been
6.4 Intragroup conflict noticed that half-listening and misunderstanding are
This type of conflict arises among individuals within a sometimes the starting point of workplace or
group. It can primarily occur due to misinterpretations organizational conflicts.
and ruthless conduct within a group. A group consists of Workplace is not always a peaceful place. It brings
different people with different personalities. For example, together a verity of people from different socio -economic
ethnic groups–they have common ancestry, common levels. When working conditions are harsh, conflicts may
memory, religion, and language; but individuals have easily emerge; it is even worse when personal differences
different beliefs about their identities. They may use begin to develop between the authority and the
different approaches to dealing with particular issues and employees [16] .
each other. If we explain it politically, political parties of From our empirical observations, it is evident that
Bangladesh face these types of conflicts. If we consider, workplace or organizational conflicts can occur due to
BNP, we can easily find many examples of intragroup political, ideological, cultural and regional variations and
conflicts. Khaleda Zia 10 versus A.Q.M. Badruddoza differences. These variations can create complex
Chowdhury 11 is one of the best examples. They were situations. Employees of the same department can be
from same political party but their ideological differences divided on the basis of political, ideological or regional
and perhaps personal ambitions lead to intraparty groupings. Moreover, it can be visible in many workplace
conflict. On the other hand, if we focus on AL, we spheres. Political, cultural, ideological, and regional
observe some of the same conditions; many fractions are groupings may lead serious organizational conflicts
vivid within the party. within a team. Figure-1 illustrates conflict resulting from
From our empirical observations at workplaces, we have political, cultural, and regional differences in the
observed that people from many different ideological, workplace.

10
Begum Khaleda Zia is a Bangladeshi politician who was the Prime
Minister of Bangladesh. She was Prime Minister from 1991 to 1996 and
again from 2001 to 2006.
11
“Abul Qasim Muhammad Badruddoza Chowdhury was the 13th President
of Bangladesh, serving from 14 November 2001 until his resignation on 21
June 2002. He was the founding secretary-general of Bangladesh
Nationalist Party.” Available at 12
Peace Pledge Union Project (PPUP). Understanding conflict, learn peace,
https://www.google.com/search?q=khaleda+zia&ie=utf-8&oe=utf- 2015. [Online] Available at
8#q=a+q+m+badruddoza+chowdhury http://www.ppu.org.uk/learn/conflict/st_conflict1.html (1 January, 2015).
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Source: Developed by author

Fig 1: Conflicts in Workplace

Intrapersonal conflict is often misinterpreted and group tries to dominate another group, conflict becomes a
unacknowledged [17]. Emotional factors can cause serious likely consequence.
conflicts related to intrapersonal difficulties. Mixed
feelings, expectations, perception of injustice, feeling 8. Instruments for managing conflict
unappreciated–all of these are related to intrapersonal Conflict is very common scenario in our everyday life
conflict. and its consequences can be destructive and dangerous if
There are many factors that are both directly and left uncontrolled [21] . However, it shouldn’t always be
indirectly responsible for organizational interpersonal viewed negatively [22]. It has some positive aspects too.
conflict, such as, competitive personality, hostility, Conflict can be seen as an opportunity for learning and
avoiding, perfectionism, inconsiderate behavior, passive - understanding our differences regarding our judgments,
aggressiveness, abuse of authority, over dependency, and principles, and perceptions. A liberal and democratic
power struggles [18]. Professional employment mediation society is a fertile environment for solving political
website Mediate.com notes that “some employees bring conflicts [23].
stress from their home life to work and this can cause
conflicts among co-workers and managers” [19]. A 8.1 Healthy and unhealthy ways
University of Colorado study suggests that “some There are many ways to handle conflict but all of them
personal conflicts arise when employees are unable to can be categorized into two major groups – one is healthy
accept personal differences, which can involve such and another is unhealthy [24]. We are usually aware of the
things as race, religion or ethnic background” 13. possible consequences of our actions. But resolving
According to Royal Geographical Society (2014) 14, conflict in an unhealthy manner can cause great
“There are a number of different causes of conflict; devastation. Thus, healthy and efficient conflict
however, these can largely be classified under a limited management methods could be applied to mitigate
number of headings, namely land disputes, politics, negative consequences of conflict.
religious and cultural differences and the distribution One should be calm and show respect for others' opinions
and use of resources. Most conflicts are caused by a to manage our everyday conflicts. Emotions are
combination of factors and it is very difficult, in most important factors in conflicts. They should be
cases, to highlight dominant and less dominant causes”. acknowledged rationally. If all other attempts fail to
It is generally believed that economic disputes can be a resolve a conflict, then mediation should be sought.
major source of conflict. It can lead to intragroup Mediators will normally attempt to find a solution by
conflicts such as disputes among relatives regarding proposing a 'third way' 16. Forceful solution should be the
inheritance, among business partners regarding profit or least desirable strategy for conflict management.
loss and among neighbors regarding use of community Conflict management is the practice of being able to
belongings. Another one is “value conflict” 15. Conflicts identify and handle conflicts rationally, honestly, and
driven by this factor are demonstrated in wars throughout competently. There are five conflict mode instruments
human history. Conflict among political parties may be which are globally used to identify conflict management
[25]
driven by diverging values. Sometimes, political conflict . Although there have been criticisms of these
results from the desire for capturing and enjoying power. instruments, they are generally of great value with
Power conflict is one of the major causes of conflict. It regards to managing conflicts in workplaces,
involves assertion of influence to another [20] . When one organizations, and institutions. These are as follows:

8.2 Collaborating
Collaborating method is a novel style that makes sure
13
Available at http://mediate.com/ both sides are satisfied. Sometimes it is effective in
14
Royal Geographical Society.2014. Advancing Geography and
Geographical learning, IBG, 1 Kensington Gore, London, 2014. [Online]
complex situations [26] . It is also called a win-win strategy
Available at
http://www.rgs.org/OurWork/Schools/Teaching+resources/Key+Stage+3+r
16
esources/The+geography+of+conflict/The+causes+of+conflict.htm (12 Darlington, R., How to resolve conflict: Roger Darlington's World, 2007.
December, 2014). [Online] Available at http://www.rogerdarlington.co.uk/conflict.html (10
15
Available at http://www.livestrong.com/ January,2015)
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of conflict management. To be successful, participants cooperation [38]. It is appropriate where collaboration or

need to be able to surface concerns in a non-threatening forced resolution do not work.
way. This is achieved through active listening and Compromising may have a positive effect when time is a
identifying problems [27]. To solve conflict, it requires an limiting factor and both parties want to look for a quick
open discussion, exploration of alternative solutions, and solution; it decreases the level of pressure and anxiety
needs commitment from both parties. It is an excellent emanating from the conflict [39] .
way to reduce damage in the case of conflict within A disadvantage of this strategy is the fact that both
organizations. parties try to find an easy way out of the prob lem, which
The collaborative mode is appropriate when the conflict may prevent a smarter solution from being implemented
[40]
is important to the people who are constructing an .
integrative solution, when the issues are too important to
compromise, when merging perspectives, when gaining 8.5 Avoiding
commitment, when improving relationships, or when Avoiding is also known as withdrawing. It is a low stress
learning [28] . One has to retain the ability to analyze the approach that one might attempt when other methods of
issues of concern with active listening without conflict resolution are not an option. It is a method wh en
threatening confrontation. It also can be applicable for a one does not want to address the conflict and simply
smooth workplace environment for maximum withdraws [41] . Avoiding is appropriate when one thinks it
productivity. is not the right time for confrontation. It might be
Collaborating leads to solving the actual problem with appropriate in certain circumstances but not in all [42].
win-win outcome while it also reinforces the mutual trust More often than not, it is possibly better to confront the
and respect to each other 17. As it is a win-win way of problem before it gets worse. One should have some
conflict management strategy, it needs more time and abilities to apply this method (e.g. “ability to withdraw,
energy and assurance from both sides. Therefore, it may sidestep issues, leave things unresolved and keep sense of
not be wise to apply this strategy when time is limited timing”) 19.
and a hasty verdict is required [29] . Avoiding has little value in managing conflicts in
workplace. It can be used for short term management of
8.3 Accommodating workplace conflicts in limited circumstances.
Accommodation is an adaptation process. It can be called Cooperation regardless of underlying conflict is
a smoothing approach. Accommodation involves having sometimes necessary for workplace success. It can be
to deal with the problem with an element of self- applicable when conflict avoidance is urgent for attaining
sacrifice; an individual sets aside his own concerns to a vital goal 20.
maintain peace in the situation [30] . Some people use the
accommodating mode when the issue or outcome is of 8.6 Competing
low importance to them [31] . This is a win-lose [43] approach. It is also known as
A balance must exist between assimilation and forcing. In this case an individual or group is acting in a
accommodation as well as between an individual and the very assertive [44] way to achieve its goals without
environment for accommodation process [32]. An ample seeking to cooperate with other parties.
amount accommodation or smoothing is often necessary Competing maybe appropriate in some situations but it
to meet and adapt to new situations. shouldn’t come to a point where the aggressor becomes
Accommodation might bring an immediate solution to a too unreasonable [45]. It works as a last choice to solve
prevailing conflict [33]. It is applicable when one demands severe problems. The positive outcome of the competing
short-term or fast respite from conflict [34] . It gives an method is making a quick decision when the conflict
opportunity to reconsider the scenarios from different must be resolved in some fashion. Competing mode is
positions. However, accommodation process carries a appropriate when quick action needs to be taken, when
risk of being abused (e.g. opponents may constantly try to vital issues must be handled, or when one is protecting
have it their way) [35]. It can make it more difficult to get vital self-interests [46] . The negative aspects of forcing are
win-win solutions in the future. that it may adversely affect a relationship and cause other
long term problems with the opponents.
8.4 Compromising
This is a lose-lose [36] approach where both parties are 9. Concluding Remarks
willing to sacrifice their own set of goals as long as the People have different points of opinion due to different
other party will do the same [37] . Some people define beliefs, faith, and traditions. As a result, conflict occurs
compromise as “giving up more than you want,” 18 while in relation to divergent views of life. People usually try
others see compromise as both parties winning. This to avoid conflict, although conflict is a common scenario
requires a moderate level of assertiveness and in our everyday life. However, the emergence of conflict

17 19
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18
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20
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