Session 6 Managing Conflict

Course Name: CB142Year : 2011

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Learning OutcomeStudent will be able to application the

strategic to resolve the conflict in team working

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Source; Suzanne C. De Janasz, Karen O. Dowd, Beth Z. Schneider, (2006), Interpersonal Skill In

Organizations, New York: Mc Graw Hill, pp.200-211

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Definition• Conflict is any situation in which there are incompatible goals, cognitions, or emotions within or between individuals or groups that lead to opposing needs, wishes, ideas, interests, or people.• Conflict is a normal part of life. In every organization, family, relationship, and community, there are conflicts of idea, values, thought, and actions. Conflict is a given.

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Two types of Conflict1) Positive Conflict

• Positive conflict is functional and supports or benefits the organizations of person’s main objective. Conflict is viewed as positive when it result in;

• increased involvement, increased cohesion, increased innovation and creativity, positive personal growth and change, clarification of key issues, values clarification

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2). Negative conflict• Negative conflict is

dysfunctional and hinders the organization’s or the person’s performance or ability to attain goals or objectives. Conflict is viewed as negative when it results in;

• Unresolved anger, personal clashes, low self-esteem or self-confidence, unclear or opposing views on who is or should be responsible for what, problem of efficiency and unfinished business

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Sources of Interpersonal Conflict• Limited Resources• Differences in Goals/Objectives• Miscommunication• Differing Attitude, Values, and

Perceptions• Style Differences

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Conflict Management Strategies

• Avoiding• Accommodating• Compromising• Competing• Collaborating

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Conflict Prevention Techniques1) Team building

• Setting clear objectives• Developing shared goals• Establishing team norms• Understanding the stages through which

team progress• Clarifying expectations• Planning projects and meeting deadlines

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2). Diversity Training• Self-awareness of personal

prejudices and stereotypes• Individual differences and

how they develop• Valuing differences• Maximizing each person’s

strength and capabilities to the advantages of the organizing

• Understanding and reducing discrimination

• Legal guideline for dealing with issues such as sexual harassment

• Cross-training and cross-functional team training

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3). Conflict Management Training. These programs teach participants to:

• Handle conflict constructively• Respect the legitimacy of others’

points of view, feeling, and perceptions• Listen actively• Communicate assertively• Problem-solve collaboratively• Support conflict constructively• Help Others avert unnecessary strife• Use communication skills to influence

the way in which conflict is handled• Anticipate and act accordingly• Be aware of potential problems and

deal with them while they are still minor

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4). Resource allocation5). Communication6). Managing Others’ Expectations7). Focusing on the Others First.