MANAGING INTERPERSONAL

COMMUNICATION
Group 7
PROBLEM STATEMENT
Mr Avadesh, production engineer, has decided to
resign his job due to the conflicts with Mr Gupta and
Ms Raina.

General Manager has not addressed the conflict
despite of being informed in regards of the conflict.
PROBLEMS:
This issue was people focused.
Ms Raina didnt check the record when Mr Avadesh
approached her.
Knowing the issue, Ms Raina overreacted and was
not ready to take the blame on her.
Ms Raina has confessed in front of her Manager
Administration (Mr Gupta). This embarrassed her.
Mr Gupta has unconscious grudge against
production engineers this worsened the situation.



CONTD..
Mr Gupta was supporting Ms Raina.
General Manager despite of being informed about
the situation, overlooked the situation.
The next day, when Mr Avadesh enquired with Ms
Raina, she was rude again.
Mr Gupta has given a forcing response to Avadesh
the next day.


ANALYSIS:
Sources of Conflict:
1) Personal Differences Mr Guptas partial
behaviour towards Avadesh due to the personal
differences. Rainas behaviour towards Avadesh
post issue.
2) Informational deficiencies Ms Raina was not
informed about the procedure to be followed for
leave policies.
3) Role Incompatibility General Managers attitude
towards addressing conflicts.
4) Environmental Stress Lack of recognition in the
organization. Ill treatment by Mr Gupta and Ms
Raina.
CONTD..
Problem with communication :

1. Lack of data or evidence provided by Mr. Avadesh.
2. Objective consequences were not properly
highlighted by Mr Avadesh.
3. Avadesh reactions were directed at individuals.
4. An acceptable alternative was not provided by Mr
Gupta instead he took the forcible approach.


CONFLICT MANAGEMENT APPROACHES
ADOPTED
Forcing Approach: Mr Gupta was authoritative to
Avadeshs concerns.
Avoiding: General manager tried to ignore the
situation. Ms Raina termed all her actions as
consequences of Mr Guptas instructions.
Defensive: Ms Raina tried to defend her actions.
Accommodating: Mr Avadesh had started the
conversation as accommodating by not filing a
written complaint against Mr Gupta and then he
became forcing by terming himself as right and
others wrong.






FRAMEWORK FOR COLLABORATIVE PROBLEM
SOLVING

Establish super ordinate goals-The manager and
Avadheesh should work towards a shared interest,
which is progress of the company.
Separate the people from the problem- The
unavailability of the attendance register at 7AM is the
source of the conflict. Ego issues should not be mixed
with the work.
Focus on interests, not positions- The manager
wants Avadhesh to follow the normal procedure and sign
the attendance register. Avadhesh wants the register
made available when he comes and he wants
employees to be treated impartially.




CONTD..
Invent options for mutual gains Improve the
method of capturing attendance like using
biometric, RFID in place of archaic methods.
Improve the internal communication so that rules
are conveyed properly and can be enforced in an
unbiased manner for everyone.
Use objective criteria for evaluating alternatives
Conflicts must be evaluated on the basis of what
is fair.




THANK YOU