Definition of conflict

Conflict is defined as the state of discord caused by perceived or actual opposition of needs,
interests and values. A conflict can be internal or external. The concept of conflict can help to
explain many social aspects of life such as social disagreement, fights between individuals,
groups, or organizations and conflict of interests.

Nature of conflict

Conflict may constructively be viewed as resulting from differing belief systems, varied
perspectives on the situation and values resulting from participant’s accumulated life experience
and conditioning, differing interests and objectives. Effectively dealing with conflict requires the
expression and management of participants’ varying interests, belief systems, perspectives and
values. Through the integration of participants’ perspectives, belief systems, interests and values,
conflict and conflict resolution play important roles in individual and social evolution and
development. Conflict arises when one or more participants view the current system as not
working. At least one party is adequately unhappy with the position, that they are willing to own
the conflict and speak with the hope of being able to influence the situation to arrive at an
improved condition. Conflict may be sight as a process we put ourselves through to attain a new
condition and self-definition. Through conflict we have opportunities to be artistically self-
defining. If nothing else, conflict allows us in future to do things differently. Through the
resolution of conflict, we can evolve and redefine ourselves, our community, our relationships
our society and our world.

Dell Company:
Dell is an US multinational computer technology company that develops, sells, repairs, and
supports computers and related products and services
Dell is widely known in Pakistan for it’s excellent service in Computer hardware, Laptops etc.

Conflict in Dell
Not all channel conflict stories have happy endings. AGJ Systems, a managed service provider in
Gulfport, MS, had a long-time relationship with Dell. A former employee got a job working for
the city and when he wanted to place a big hardware order, he contacted his former employer.
Using Dell’s web site, the quote was $250,000, which would’ve garnered a nice commission for
AGJ. Ryan Giles, CFO at AGJ, called his Dell rep, who said he had to register the deal online
even though they were on a state list of approved vendors. They lost the deal because someone at
Dell Direct was working on the same deal, even though the former AGJ employee said he didn’t
contact Dell. Circumventing the partners allows Dell to offer a cheaper price to the customer.
Joshua Lieberman, president of Net Sciences, an IT service provider in Albuquerque, N.M. has
also experienced difficulties with Dell. There have been occasions where his staff has provided a
number of quotes based on a needs analysis, only to have Dell quote different prices that had no
basis in need.

The result is ACJ, Net Sciences and companies with similar experiences no longer push Dell, and
a new verb has been created: Getting Dell’d.

CONFLICT-RESOLUTION TECHNIQUES:
Problem solving:
Face to face meeting and resolving the problems through open talks

Superordinate goals:
Creating shared goals that cannot be attained without co-Operation of each of the conflicting
parties.

Expansion of resources:
Conflict caused by scarcity of resources can be resolved by expanding the same, which can
create win-win solution

Avoidance:
Withdrawal from or suppression of the conflict.

Compromise:
Each party of conflict gives up something of value.

Authoritative command:
Management uses its formal authority to resolve the conflict and then its desires to the parties
involved.

Altering structural variables:

Changing the formal organization structure of conflicting parties through job redesign,
transfers, coordinating positions, etc.