Conflict

-Pondy’s Model
-Classification of conflict
-Negotiation
Pondy’s Model
• Conflict Processes in an organization follows a
series of episodes or Phases.
• This model comprises of Five stages
Latent conflict
Perceived conflict
Felt conflict
Manifest conflict
Conflict aftermath
Latent conflict
• No outright conflict in this stage but there is a
potential for conflict becz of several factors.
• Due to different organizational sub-units i.e. >their
different goals,
> bureaucratic factors,
> performance criteria( reward system) and
> competition for resources( budgets, suppliers and
support services)
Perceived conflict
• In this stage , each sub-unit searches for the origin
of the conflict and constructs a scenario that
accounts for the problems that it is experiencing
with other sub-units.
• E.g. Manufacturing unit may realize that the cause
of its production problems is defective inputs.
• At this point the conflict escalates as the different
sub-units or stakeholders start to battle over the
cause of the problem.
Felt conflict
• At this stage, each sub-units in conflict quickly
develop an emotional response towards each other.
• Sub-unit develops “us” versus “ them” Mentality
• This attitude hampers cooperation and coordination
between subunits leading to reduced organizational
effectiveness.
• The original problem is minor , but if nothing is done
to solve it , this small problem escalates into a huge
conflict that becomes difficult to manage.
Manifest conflict
• One sub unit gets back to another sub-unit by
attempting to thwart its goals. Open passive aggression
between people and groups is common.
• Boardroom fighting or infighting in the top
management team occurs.
• Coordination and integration between managers and
sub-units breaks down.
Conflict aftermath
• Aftermath occurs after every conflict which changes
the perception of the parties involved in conflict.
• If conflicts get resolved before manifest stage then
the aftermath will promote good future working
relationships.
• Otherwise organizational culture will get poisoned by
permanently uncooperative relationships.
Types of conflict
• Three categories:
Individual conflict
Group level conflict
Organizational level conflict
A)Individual conflict:
It consists of 2 types
a) Intra-individual conflict
b) Inter-Individual conflict
Individual level conflict
• Human behavior is need motivated.
• A person joins any organization to satisfy his varying
needs.
• An employee faces a conflict within himself when he
perceives that the organization is not satisfying his
needs in accordance with his perceived standards.
• As a result he becomes tension ridden and frustrated.
Individual conflict
• It is of two types
Intra-individual conflict: Raise within a
person and are of psychological nature. Are of 3
types
a)Conflict due to frustration: occurs when a
motivated drive is blocked before a person
reaches desired goal.
b)Goal conflict: regarding personal goals.
c)Role conflict: Expectations regarding the role
leads to conflict within the individual.
Inter-Individual conflict
• Arises between two individuals having competition
for achieving scarce things such as status , power,
promotion etc.
• Reasons are:
Personal differences: Upbringing , culture family
traditions, socialization
Information deficiency: due to communication
breakdown in organization leading to using different
information.
Environmental stress: stressful; competitive
pressures etc
Group-level conflict
• A group constitutes of persons who interact in such a way that
each person influences and is influenced by others. They have
an impact on the organizations as a whole.
• Two types of conflict:
• A) Intra group: Due to a novel problem or task; new values
being imported in the group.
• B) Inter-group: Due to competition for resources; task
interdependence; status struggles.
Organizational conflict
• It is of two types:
A)Intra-organizational conflict( within organization)
B)Inter-organizational conflict( between various organizations)
Intra-organizational conflicts: 3types
 Horizontal conflict: refers to conflict between employees or
departments at the same hierarchical level in an organization.
 Vertical conflicts: refers to conflicts between different levels in
an organization.
 Line and staff conflict: Between low status persons and high
status persons due to creation of hierarchical levels.
Inter-organizational conflict
> conflict between organizations pursuing similar objectives
> conflict between government and organization.
 Negotiation
• It is a process of bargaining in which two parties , each
of whom have something that the other wants try to
reach an agreement on mutually accepted terms.
• There are minimum two parties present.
• Both parties have pre-determined goals
• There is an outcome
• Both believe outcome will be satisfactory.
• Both parties are willing to modify their position.
Negotiation
Types of negotiation
• Distributive negotiation/ Win-lose strategy: Involve win-lose,
fixed amount situations where in one party’s gain is another
party’s loss.

• Integrative negotiation/ Win – win strategy: Involve joint

problem solving to achieve results benefiting booth parties.
 Negotiation process
• It involves various steps.
A)Preparation for negotiation
B)Definition of ground rules
C)Negotiation
D)Negotiated agreement
E)Agreement implementation.
Managerial implications of conflict
• Communication
• Encouraging competition
• Bringing in new employees
• Restructuring the organization.
Communication
• It is derived from a Latin word” Communicare” that
means to share. To make common, to participate, to
convey.
• Communication can be defined as sharing of messages
, facts, ideas, opinions or attitudes and emotions
between a sender and a receiver or between two or
more people.
 Features/ Nature of communication
• It is universal.
• It is unavoidable
• It is continuous process
• It is two way
• Short-lived process
• Needs proper understanding
• Leads achievement of the organizational objective
• Dispels misunderstanding
 Importance of communication
• It is the lifeblood of business.
• It ensures smooth working of a business firm
• It is the basis of Managerial function
 Planning
 Organizing
 Direction and leadership
 Motivation
 Coordination & control.
• Helps in achieving Maximum production at minimum cost.( by
developing public contacts).
• Prompt decision making and its implementation
• Building human relations.
• Job satisfaction and good morale.
 Communication process
• It is a process of passing information and understanding from
one person to another.
• It involves imparting a common idea and covers all types of
behavior resulting there from.
• It is a process which involves a sender of message and a
receiver.
• It is a two way process concerned with sharing and
understanding of Information.
 Communication process
• Steps involved:
A) Develop an Idea
B) Encoding: Into suitable words , charts or sybols for
transmission
C) Transmit
D) Receivers
E) Decoding
F) Provide feedback
Communication Process
Barriers to effective communication
• When a message is send, it intends to communicate
meaning, but the message itself does not have
meaning.
• The meaning exists in your mind and in mind of your
receiver.
• To understand one another , sender and the receiver
must share similar meanings for words, gestures ,tone
of voice and other symbols.
Barriers in effective communication
• Semantic barriers
• Emotional & Psychological barriers
• Physical barriers
• Organizational barriers
• Personal barriers
• Socio-Psychological barriers
• Cultural barriers
• Technological barriers
Semantic barriers
• The obstructions that come in the process of encoding
or decoding the message are known as Semantic
barriers.
• Some of them are:
Different languages
Words: same words have different meanings.
Pictures: should be supported by proper words.
Actions: gestures, Movements, Body language.
Poor vocabulary
Emotional or Psychological barriers
• They arise from attitudes ,motives, sentiments,
emotions and social values. Of participants.
Loss in transmission and retentions
Distrust of communicator
Failure to communicate
Inattention of the receiver
Physical barriers
• Noise: any disturbance that reduces the clarity and
effectiveness of communication is called noise.
• Improper time: A phone call at midnight if the
message is not urgent
• Distance: long distances are less effective.
Organizational barriers
• Barriers related to the functioning of the
organization.
• Organizational policy: rules , regulations and
guidelines of the company
• Status relationship in the organization: superior-
subordinate relationship.
• Organizational structure: more number of
managerial levels.
• Wrong choice of channel: E-mail, telephone etc
 Personal barriers
• Barriers in superiors:
a)Attitude of superiors
b)Underestimation of their subordinates
c)Ignoring the juniors
d)Insistence on following the proper channel.
Barriers regarding subordinates:
a)Unwillingness to communicate
b)Lack of proper incentive
c)Poor listening: egoism; emotions; selective perception.
• Types of media:
Media of communication
Verbal communication
Non-verbal communication
a)Verbal communication
Written
Oral
b) Non-verbal
Sign language: Visual signs, audio signs
Body language
Media of communication
Persuasive communication
• Defined as an effort “ to influence the attitudes,
feelings , or beliefs of others, or to influence , actions
based on those attitudes. Feelings.
• It is an important component of communication.
• To persuade means to induce a person to do , to go
into action.
• It is better to persuade rather than force.
• Defined as a process of communication in which a
communicator succeeds in voluntarily forming,
sustaining or changing the attitudes or behavior of one
recipient or a group of recipients in accordance with
the intention of communicator.
 Steps involved
• Analyzing the situation: to find out why the need of
persuasion has arisen and measuring the advantages and
disadvantages.
• Preparing the receiver: By putting him in a pleasant
frame of mind. Discussing the whole issue with the
minute details.
• Delivering the message: stage by stage process,
sending those messages which will be accepted easily
and delaying the unpleasant ones.
• Prompting action: the receiver of the message will be
easily persuaded to adopt a different course of action.
Communication in crisis situations
• Crisis management can be defined as the technique of
facing crisis situation.
• Crisis situations are those when decisions have to be
taken without loss of time.
• Origin of crisis situation in organization: due to failure
of effective planning mechanism for transmission of
information .
• Crisis situations can come in any part of organization
activity like workshop, motivation, conflict, etc.
• A golden rule to be followed that crisis situation
should be averted/ anticipated with effective
communication channel and media.
 Responding to a crisis
• Special communication plan should be put into use
immediately at the onset of crisis.
• Information process should start-informing
employees, concerned public and obtaining help and
assistance to fight with crisis,
• Media action plan is critical as media and organization
becomes interdependent during and after the crisis.
• Steps to be followed to dispose off any rumors.
• Company’s chief spokesperson should be available to
the media all time to deal with the government,
employees, stakeholders etc.
• Co-ordination both externally and internally is akey
factor during crisis.
 Role of communication during crisis
• Step-one: PR has to take into cognizance that proactive
organizations with effective leadership, team spirit are
more likely to emerge victorious.
Golden rule to be followed initiating corporate
communication plan by stressing the corporate
management to respond immediately to the situation.
Step-two: Company and the communicators should
ensure that the company is in position to anticipate
what the media may or want to know. Organization
must understand the audience and its expectations of
information. Media is very powerful tool for
communication.
• Step-three: provide information to employees
systematically about the ongoing crisis.
• It is essential that their views are also taken into
account.
• E.g.: Procter& gamble communicate regularly with
the media and magazines about issues related to
waste disposal. An advertising campaign has been
supported for this purpose.
 Machiavellianism
• Nicolo Machiavelli ,Italian philosopher gave
suggestions for gaining and maintaining political
power.
• It is known as a set of values /beliefs about human
nature, and a persons ability to use various tactics
irrespective of their moral value in order to achieve his
ambitions.
• Characteristics of people are:
• They have high self-esteem and self-confidence and
behave in self-interest at the expense of others.
• They are considered by others as cool and they would
not hesitate to take advantage of otehrs
• They form alliance for the sole purpose of benefiting
themselves.
• They manipulate others by flattery and exaggerated
praise.
• They have a very unfavorable view of human nature.
• They are on the lookout for situations where their
tactics would work most effectively such as face to
face emotional, unstructured situations.