15 Conflict Management

CONFLICT MANAGEMENT
What is a Conflict?
• A state of disharmony between incompatible or antithetical persons, ideas, or

interests; a clash.
• Opposition between characters or forces in a work of drama or fiction, especially
opposition that motivates or shapes the action of the plot.
• A psychic struggle between opposing or incompatible impulses, desires, or
tendencies.
Causes of Conflict:
1.Security
2. Inability to control self and others
3. Respect between parties
4. Limited Resources
5. Frustrations
Types of Conflict:
1. Intrasender – conflict originates in the sender who gives conflicting instructions
2. Intersender – arises when a person receives conflicting messages from one or more
sources.
3. Interrole – occurs when a person belongs to more than one group.
4. Person-role – result of a discrepancies between internal and external role.

5. Interperson – between people whose positions require interaction with other persons
who fill various roles in the same organization or other organizations.
6. Intragroup – occurs when a group faces new problem, when new values are imposed
on the group from outside, or when one’s extragroup role conflicts with one’s intragroup
role.
7. Intergroup – common when two groups have different goals and can only achieve their
goals at the other’s expense.
8. Role Ambiguity – condition where an individual do not know what is expected of

them.
9. Role Overload – individuals cannot meet the expectations placed on them.
Approaches to Conflict Resolution
1. ACCOMMODATING - the person neglects personal concerns to satisfy the

concerns of others. It is cooperative but unassertive.
2. COMPROMISING – the individual attempts to find mutually acceptable solutions

that partially satisfy both parties in reflects assertiveness and cooperation
3. COLLABORATING – the individual attempts to work with others toward

solutions that satisfy the work of both parties it is both assertive and cooperative
4. COMPETING – the person pursues personal concerns at another’s expense. It is a

power oriented mode that is assertive but uncooperative. The competition is
aggressive and pursues one’s own goals at another’s expense.
Tips which they approach-

▪ Meet in a quiet and comfortable environment.
▪ Address each other by name, with respect and with sincerity.
▪ Don’t take it personally. Focus on the situation, not the person.
▪ Let the person share his/her thoughts and feelings without interrupting.
▪ Listen and pay attention to words and body language (yours’ also).
▪ Maintain eye contact and be actively involved.
▪ Remain cool, calm and collected. Take a break if necessary.
▪ Ask questions and try to understand the situation and his/her concerns.
▪ Take notes if appropriate.
▪ Practice negotiation and compromise.
▪ Take responsibility to help facilitate a solution.
▪ Hold yourself accountable for your part in the situation.
▪ End with an action plan and a “thank you.”
Skills
▪ Don’t take it personally. A hostile person is usually angry at the situation, not at you. Focus
on the situation.
▪ Let the person vent his/her feelings. The employee may have a need to be heard.
▪ Listen. Listening can often be more important than talking.
▪ Maintain eye contact. This will help you focus on the individual.
▪ Address the person by name. He/she is worthy of your respect.
▪ Take notes if appropriate. The person will feel you are serious about working on the problem.
▪ Ask questions. Fill in the gaps. Reconfirm details to make sure you have the correct
information. This communicates to the employee you take his/her problem seriously and are
trying to find a workable solution.
▪ Take responsibility. Help facilitate finding a solution to the problem.
▪ Do your best to solve the problem right away.
▪ Keep your promises. Not doing so only makes things worse.
Teambuilding- an overview
A team is an energetic group of people who are committed to achieving common
objectives, who work together and enjoy doing so, and who produce high-quality results.
A strategy that can help groups to develop into a real team is “team building”
Objectives of games-
• Teams compete to build a great team building game.

• Each team presents their game to the group giving rational, rules and objectives.
• Games are evaluated against how effective they are as a team builder.
The best game is played by the entire group
Team building game in RB, India-

Cricket – 25 members in a team
Only 11 players played but team leader had to divide work and responsibility among all 25
members.
Learning- in practical field there are few people but in organization each and every person must
get responsibility and contribute in company. This is duty of leader to divide work effectively
among employees.
Work together without controversy
Frog jumping-
Power and Politics-
– Emphasizes self-interest and the use of nonsanctioned means.
Organizational politics is defined as the management of influence to obtain ends not sanctioned
by the organization or to obtain sanctioned ends through nonsanctioned influence means.
– Politics is a necessary function resulting from differences in the self-interests of

individuals.
– Politics is the art of creative compromise among competing interests.
– Politics is the use of power to develop socially acceptable ends and means that
balance individual and collective interests.
In RB-
For impression-
For getting extra benefits-
For promotion-
These types of politics occur in all companies. Employees do buttering for making impression.
Because they want extra benefits and sometimes promotion. Due to this efficient people are not
able to get promotion

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CONFLICT MANAGEMENT

• A state of disharmony between incompatible or antithetical persons, ideas, or

2. Inability to control self and others

3. Respect between parties

1. Intrasender – conflict originates in the sender who gives conflicting instructions

3. Interrole – occurs when a person belongs to more than one group.

4. Person-role – result of a discrepancies between internal and external role.

8. Role Ambiguity – condition where an individual do not know what is expected of

9. Role Overload – individuals cannot meet the expectations placed on them.

Approaches to Conflict Resolution

1. ACCOMMODATING - the person neglects personal concerns to satisfy the

2. COMPROMISING – the individual attempts to find mutually acceptable solutions

3. COLLABORATING – the individual attempts to work with others toward

4. COMPETING – the person pursues personal concerns at another’s expense. It is a

Tips which they approach-

• Teams compete to build a great team building game.

Team building game in RB, India-

– Politics is a necessary function resulting from differences in the self-interests of

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