Vous êtes sur la page 1sur 25

Managing Conflicts…

 People belong to different
Point of View
Values, Need
When they interact tension are developed,
Dissension, Confusion, Hostility, Disunity, Harsh treatment,
Lack of cooperation are common features. “IT IS A PART

• A process that begins when one party perceives that

another party has negatively affected ,or or is about to
negatively affect, something that the first party cares
• It involves collision between ideas and disagreement
between/amongst people.
• Conflict tends to obstruct cooperative action , create
suspicion and distrust and decrease productivity.
Views on Conflicts
• Traditional View: All conflicts are harmful and must
be avoided.
• Human Relation View: A conflict is a natural and
inevitable outcome in any group.
• Interactionist View: It is a positive force in a group
and a absolute necessity for its effective
performance.However all conflicts are not
beneficial.On this basis there are two types of
conflicts –
a)Functional Conflict- Supports the goals of the
group and aids in its performance
b)Dysfunctional Conflicts- Hinders the group
Types of Conflicts

Task Conflict – Conflicts over goals and content of

the work.
Relationship Conflict – Conflicts based on inter-
personal relationship.
Process Conflicts – Conflicts over how work gets
Levels of Conflict....(1/3)

Conflict between individual

People have differing styles of communication, ambitions, political or religious

views and different cultural backgrounds. In our diverse society, the possibility
of these differences leading to conflict between individuals is always there, and
we must be alert to preventing and resolving situations where conflict arises.

Conflict between groups of people

Whenever people form groups, they tend to emphasise the things

that make their group "better than" or "different from" other groups.
This happens in the fields of sport, culture, religion and the
workplace and can sometimes change from healthy competition to
destructive conflict.
Levels (3/3)

Conflict within a group of people

Even within one organisation or team, conflict can arise from the individual
differences or ambitions mentioned earlier; or from rivalry between sub-groups
or factions. All leaders and members of the organisation need to be alert to
group dynamics that can spill over into conflict.
-The different stages
 Stage 1- Potential opposition or incompatibility- One of the
following conditions are necessary for a conflict to arise.

a.Communication : Differing word ,connotations, jargon,

insufficient exchange of iformation, and noise in the
communication channel are all barriers to communication and
potential antecedent condition to conflict.

b.Structure : Conflicts are directly related to the

size,dependency, and specifiactions and specilaistion
requirements of a group.Also younger the group members,the
more likely is the conflict to arise.

c.Personal varaiables : It includes personality,emotions and

values.If a person is dogmatic,authoritarian or does not
respects emotions,then the conflicts are more likely to arise.
Stage 2. Cognition and Personalisation

•This is the actualisation stage for opposition and

•The conflict is defined in this stage
•The emotions are sensed(negative or positive) and the
perceptions are formed accordingly.

Stage 3. Intentions

•These refer to the decisions to act in a given way.

•The primary conflict handling intentions are :-
a)Competing – A desire to satisfy one’s interests, regardless of the
impact on the other party to the conflict.
b)Collaboration- A situation in which the parties to a conflict each
desire to satisfy fully the concerns of all parties.
c)Avoiding – The desire to withdraw from or suppress a confict.
d)Accommodating- The willingness of one party in a conflict to
place the opponent’s interests above his or her own.
e)Compromising – A situation in which easch party to a
conflict is willing to give up something.
Stage 4. –Behaviour
It includes the statements , actions, and reactions made by the
conflicting parties. It involves minor disagreements, verbal attacks,
threats and ultimatums.

Signs of conflict between individuals

In the organisation leaders and members should be alert to signs of
conflict between colleagues,. Typical signs may include:
•colleagues not speaking to each other or ignoring each other
•contradicting and bad-mouthing one another
•deliberately undermining or not co-operating with each other,to the
downfall of the team

Signs of conflict between groups of people

Similarly, leaders and members can identify latent conflict between
groups of people in the organisation or the community
•one group being left out of organising an event which should include
•groups using threatening slogans or symbols to show that their group is
right and the others are wrong
Stage 5. – Outcomes
These outcomes can be functional and dysfunctional.

Functional – Conflict that support the goals of the group and improve
the performance are functional or Constructive form of conflict. It is
Creatively managed conflict that shakes people out of their mental ruts
and give them new points of view.

Dysfunctional- A conflict that hinders group

performance due to poor communication, lack of openness & trust
between people,failure to be responsive to the needs & aspirations of the

Collective bargaining

Especially in workplace situations, it is necessary to have agreed

mechanisms in place for groups of people who may be antagonistic (e.g.
management and workers) to collectively discuss and resolve issues. This
process is often called "collective bargaining", because representatives of
each group come together with a mandate to work out a solution
collectively. Experience has shown that this is far better than avoidance or
withdrawal, and puts democratic processes in place to achieve "integrative
problem solving", where people or groups who must find ways of co-
operating in the same organisation, do so within their own agreed rules
and procedures.

The dictionary defines conciliation as "the act of procuring good will or

inducing a friendly feeling". South African labour relations legislation
provides for the process of conciliation in the workplace, whereby groups
who are in conflict and who have failed to reach agreement, can come
together once again to attempt to settle their differences. This is usually
attempted before the more serious step of a strike by workers or a lock-
out by management is taken; and it has been found useful to involve a
facilitator in the conciliation process. Similarly, any other organisation
(e.g. sports club, youth group or community organisation) could try
conciliation as a first step.
 Three methods of resolving situations
that have reached the stage of open
conflict are :-

•Negotiation: This is the process where

mandated representatives of groups in a
conflict situation meet together in order to
resolve their differences and to reach
agreement. It is a deliberate process,
conducted by representatives of groups,
designed to reconcile differences and to reach
agreements by consensus. The outcome is
often dependent on the power relationship
between the groups. Negotiations often involve
compromise - one group may win one of their
demands and give in on another. In workplaces
Unions and management representative usually
sue negotiations to solve conflicts. Political and
community groups also often use this method.
•Arbitration: means the appointment of an independent person to act as
an adjudicator (or judge) in a dispute, to decide on the terms of a settlement.
Both parties in a conflict have to agree about who the arbitrator should be,
and that the decision of the arbitrator will be binding on them all. Arbitration
differs from mediation and negotiation in that it does not promote the
continuation of collective bargaining: the arbitrator listens to and investigates
the demands and counter-demands and takes over the role of decision-
maker. People or organisations can agree on having either a single arbitrator
or a panel of arbitrators whom they respect and whose decision they will
accept as final, in order to resolve the conflict.
•Mediation: when negotiations fail or get stuck,
parties often call in and independent mediator. This
person or group will try to facilitate settlement of the
conflict. The mediator plays an active part in the
process, advises both or all groups, acts as
intermediary and suggests possible solutions. In
contrast to arbitration (see below) mediators act only
in an advisory capacity - they have no decision-making
powers and cannot impose a settlement on the
conflicting parties. Skilled mediators are able to gain
trust and confidence from the conflicting groups or
 In An Organisation
Marketing – Manufacturing
Areas of Potential Goal Conflict
Operative goal is Operative goal is
Goal Conflict customer satisfaction production efficiency
Conflict Area Typical Comment Typical Comment
Breadth of product line: “Our customers “ “The product line is too
demand variety.” broad, all we get are
short, uneconomical runs.”
New product introduction: “New products are our “Unnecessary design changes
lifeblood.” are prohibitively expensive.”

Production scheduling: “We need faster response. “We need realistic customer
Lead times are too long.” commitments that don’t
change like the wind direction

Physical distribution: “Why don’t we ever have “We can’t afford to keep huge
the right merchandise inventories.”
in inventory?”

Quality: “Why can’t we have “Why must we always offer

reasonable quality options that are too
at low cost?” expensive and offer little
customer utility?”
Look around you - in your classroom,
the cafeteria, the schoolyard - no two
people are the same. Unfortunately,
the differences that make us unique
can also cause conflicts between us.
There are many ways we differ from
 gender
 age
 race
 culture
 ethnicity
 religion
 sexual orientation
 body shape and size
 interests
 level of ability
 social class
We all want to fit in and be accepted.
People discriminate against others because they are scared of
their differences .
For example, Some people have an irrational fear of gays and lesbians (this
is called homophobia). This fear may prevent them from associating with
people who are gay or lesbian.
Stereotyping is forming a general idea about a group of people
based on limited information.
•For example, someone may have had one bad experience with a person of
a particular race. They may then use that one experience to justify being
mean to anyone who belongs to that race.
Consequences-You may feel scared, hurt, angry and isolated.
Conflict Resolution

Conflict resolution always includes two components:

Communication — both verbal (i.e. spoken) and non-verbal (i.e. body language)
Listening — really hearing what the other person has to say.

Active listening, which involves really hearing the other person by checking to see if
you have understood them correctly.

There are three different types of problem-solving approaches that you can use when
trying to resolve a conflict:
Negotiation involves meeting face to face to openly discuss both peoples' needs in
order to resolve the dispute
Mediation involves using a third party to act as a go-between in order to resolve the
dispute .
•Try talking to your guidance counsellor, teacher or principal. If that doesn't help,
ask your parents to contact the school board for support.

Consensus decision-making is usually used when a conflict involves a group of

people - it involves working together to come up with a plan that makes everyone
 A Peek - A – Boo into a Personal Experience
of a Conflict
This relates to a personal narration of a conflict which I had
experienced around a year back.It happened during my college time.I
was heading my college group for the inter-college dance
competition.There were 8 participants from our college.The 8 of us
were selected after auditions .Then we all used to gather together for
the practises.
In the initial days of or practises it was observed that there was a
mismatch of consensus over various issues.Every one came with
their own selection of songs and the choreography.There was a
conflict of interest as everyone came up with own ideas. I being the
group leader had to face great difficulties in making the right choices
out of the various availabilities. Some clashes creeped into the group
as everyone had their own backing behind their selection.However,
these issues remained low in intensity and were restricted to the
initial stages of the process and task of the group work.These were
functional conflicts as it didn’t last long and only aided in the best
selection out of the rest. Soon, these issues were resolved by me by
going through all the suggestions,having a healthy discussion and
finally every one gave their free consensus to the decision
made..Thankfully it did not affect the inter-personal relations.We
finally practised our steps,synchronised and co-ordinated with them
and we finally came out with flying colours!!!