Conflict Pg Prof.kiran

7/29/2019 Conflict Pg Prof.kiran

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PROF. KIRAN TANEJA


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An integral part of life. Has influence on behavior,performance ,& satisfaction.

An expression of hostility , negative attitudes,

aggression ,rivalry & misunderstanding.

Appearance of difference ,difference of interests,of opinions.

The struggle b/w incompatible needs ,wishes,

ideas ,interests or people.

Disagreement b/w two or more individuals or

groups related to view or objectives.


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Different goals. Opposing values.

Difference in Cognition- conflicting

ideas or goals.

Affect- incompatible feelings and

emotions.

Behavior- act in unacceptable ways.


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Who is in charge?

Everyone wants to be in charge of the organization.

Who Decides? Conflict over choices

Substantive Conflictsdisagreement about the

issues related to group goals and outcomes, what is

the goal?

Procedural Conflictswhen strategies, policies and

methods clash, how to achieve the goal? Taking a carride or fly down.


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Who do I like? Why do personal conflictsoccur?

Type A and Type B personalities clash

Homogenous groups Vs Heterogeneous

groupsSimilarity increases interpersonal

attraction while dissimilarity increases disaffection

and conflict


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WHENEVER THERE IS INTERACTION THEREIS CONFLICT .

CONFLICT IN MIND .

CONFLICTING VIEWS . THE APPEARANCE OF DIFFERENCE ,

DIFFERENCE OF OPINIONS , OF INTERESTS .

PERCEPTIONS , VALUES & GOALS .

CONFLICT SHOULD BE RESOLVED AS SOON AS POSSIBLE .


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3 CATEGORIES 1-COMMUNICATIONAL ASPECTS -lack ,too

much ,too little ,filtering ,language .

2-BEHAVIORAL ASPECTS -thoughts ,feelings , emotions , attitudes , perceptions ,values , & personality traits.

3-STRUCTURAL ASPECTS size ,structure ,

participation of subordinates in decisionmaking , role ambiguity & scarcity ofresources capital ,staff ,facilities etc.


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Task Conflict - related to content and goals of work

Relationship-focus on interpersonal relationships

Process Conflicthow the work gets done

Functional Vs Dysfunctional

Functional Conflict that supports the goals of the group

& improves its performance. Constructive forms of

conflict.

Dysfunctional Conflict that hinders group performance.

Destructive forms of conflict.

Task conflict conflict over content & goals of the work.


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Intra-personalwithin the individual Avoidance-avoidance

Approach-approach

Approach-avoidance

Interpersonaltwo or more parties Intergroupgroups, teams, departments

Intragroup

Interorganisationalsame market many

competitors, organization and govt agencies Intraorganisationalunion management conflict


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Conflict brings about change.

Avoids Groupthink-->Better ideas, creativity and

innovation get a boost. Inter-group conflict will lead to better group

cohesion, rivalry between football teams ->

cohesive team--> better performing team.

Serve as a power equalizer.


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Stage 1: Potential opposition/ incompatibility

Communication- misunderstandings, noise, wrong

words, insufficient info., too little or too much info.

Structure- size, degree of specialization, task

assignment, goals, leadership styles, reward systems &

the degree of dependence between the groups.

Personal variables- personality, emotions, values,authoritarian style of leadership, attitude.


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Perceived conflict: aware, emotions play a major role in

shaping perceptions. Negative emotions reduce the

trust. Positive feelings are helpful in taking a broader

view of the situation, better relationships & help in

developing more innovative solutions.

Felt conflict: involved, emotionally involved, anxiety,

tension, frustration, hostility


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Stage 3: Conflict handling intentions

Decisions to act in a given way. Two dimensions to be used: 1.

cooperativeness 2. assertiveness.

5 conflict handling situations-

Competing- when 1 person seeks to satisfy his own interests

regardless of the impact on the other party. When you win and the

opponent looses.

Collaborating-when the parties satisfy the concerns of all parties

there is cooperation & a mutually beneficial outcome. The intention

is to solve a problem by clarifying differences. It ends in a win/ winsituation.


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Compromising- when each party gives up something,

there is sharing & it results in a compromised

outcome. There is no clear winner or loser. Temporary

solution to a complex problem is sought.

Avoiding- A person may recognize the conflict &

would like to withdraw from it or suppress it .

Accommodating- when one party places the

opponents interests above their own interests, theparty is self-sacrificing .


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Stage4: Behavior-

Conflicts become visible, includes the statements, actions and

reactions by the parties. Efforts to destroy the other party,

aggressive physical attacks, threats and ultimatums, assertive

verbal attacks, questioning or challenging others or minor

disagreements or misunderstandings.

Stage 5: Outcomes-

The action reaction interplay results in consequences. Outcomes

may be functional or dysfunctional.

Functional

Dysfunctional


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Support the goals of the group & improve itsperformance

Release of tensionreduce frustration ,fear & distrust

Display analytical thinking - no creativity

Group cohesivenesscloseness ,solidarity & loyaltyamong the members

Promotes competition & increased effortsbetteroutput

Creates challenges & tests abilities & capacities of Individuals &groups


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Creating conflict is tough, everybody avoids disagreement

with boss

Create an environment that supports functional conflict-

free flow of information, better communicators Induce cognitive tensions: dispute what is being said, play

the devil's advocate

Rewards dissenters- HP, BMW has a reward for the Best

failure of the year


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The destructive consequences of conflict on agroups or an organizations performance.

Uncontrolled opposition breeds discontent.

Reduces group effectiveness

Less communication

Reduces group cohesiveness

Differences among the group members

brings group functioning to a halt. Threatens the group survival.


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Conflict cannotsurvive without

your participation


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Conflict resolution techniques: Problem solving- face to face meeting & open

discussion

Super ordinate goals- creating shared goals thatcan be attained with the cooperation of theconflicting parties .

Expansion of resources- when the cause is scarcityof resources- money, opportunities, promotion,

office space, materials etc. Expansion of resourcescreates a win/win situation.

Avoidance- withdrawal from /or suppression of theconflict .


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Smoothing- Playing down differences andemphasizing common interests b/w theconflicting parties.

Compromise- giving up something of value . Authoritative command- management uses

formal authority to resolve the conflict. Altering the human variable- behavioral

change techniques, human relations training

to alter attitudes & behaviors. Altering the structural variable- changing the

structure & interaction patterns.


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No single conflict resolution approach.Preferences and patterns can be used withdifferent groups.

Males tend to use the forcing approach as theirdominant style. Females use less forcing & rely

on a range of tactics. Managers use forcing approaches. Employees prefer avoiding, smoothing or

compromising. American managers competitive approach. Japanese managers cooperative approach. Each party tends to mimic the style of the other,

for e.g. forcing induces forcing.


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Important role in interpersonal relations: theyare like the weather- fair & warm- stormy &cold polluted & healthy.

Communication climate should be positive.Should recognize and acknowledge othersideas & feelings. There should be no pseudolistening.

Even the best message is useless, if it goesunreceived or if it is misunderstood.


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Non assertion avoiding conflict- Ability/ unwillingness to express thoughts and

feelings because of lack of confidence, lack ofawareness or skills. It is most common way ofdealing with conflicts.

Forms of non-assertion-

Avoidance- physical or getting away from thesituation, conversational changing the topic.

Accommodation- giving in or putting the others

needs ahead of their own.Despite the drawbacks, a sensible approach incase of conflict which is minor and short lived.


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Direct aggression:Communicators use direct aggression. Theyconfront the other person & attack theirdignity & position. e.g. You do no knowwhat you are talking about

That was a stupid thing to do

What is the matter with you?

What is it now? I need some peace & quietYelling shut uphurts and damages therelationships.


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Passive aggression:Expresses hostility. They are pseudoaccommodators- pretend to agree with you. E.g. Ill be on time from now on but do not complywith the request for change.

Indirect communication:There is no hostility. It conveys a message in around about manner. Lacks clarity of anaggressive message. It saves face for the otherparty. It is often kinder than the blunt message.

It is the most common way people makerequests. The other party may misunderstand orfail to get the message.


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Assertion:Assertive people handle conflicts byexpressing their needs, thoughts & feelingsclearly & directly. They are able to resolveconflicts to everyones satisfaction. Itmaintains the self respect of both theparties. They feel better about themselves

afterwards.Not everything that is faced , can bechanged, but nothing can be changed untilit is faced


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Why is there so much of HATE in theworld today?Because people do not respect the

others opinion.Even the most supportive climate wont

guarantee complete harmony.


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Men are from mars , women are from venus. Childhood- Males are aggressive, demanding

and competitive. Females are morecooperative and less aggressive.

Boys make demands without offering anexplanation

Girls give reasons for their suggestions

Girls handle conflicts via indirect aggression Men dont worry about feelings & more direct

Women are better listeners


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Every conflict is a struggle to have onesgoals met

WIN-LOSE CONFLICTS Achieves goals at theexpense of the other. Helps in situations

either -or . Power is used physical orauthority. e. g. follow the rules. Stopmisbehaving . One group gets its way & theother group remains unsatisfied.

LOSE-LOSE Problem solving-neither side issatisfied with the outcome. Both strive to bewinners but end up losers.


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The goal is to find a solution that satisfies theneeds of everyone involved . believe in workingtogether to find a solution. Compromise is a typeof win/win outcome. The best solutions are whenall the parties get everything they want.

Choosing the most appropriate method ofconflict resolution:

1. Consider deferring to the other person-- when you discover you are wrong.

- When the issue is more important to the otherperson.

- To let others learn by making their own mistakes


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2. Consider compromising-- When there is not enough timing to seek a

win/ win outcome.

- When the issue is not important.

- When the other person is not willing to seeka win/ win outcome.

3. Consider competing:- When the issue is important & the other

person will take advantage of your noncompetitive approach.


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4. Consider cooperative:- When the issue is too important for a

compromise.

- When a long term relationship b/w you & theother person is important.

- When the other person is willing tocooperate.


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The most desirable approach but hardest to achieve. It is possible to become better at resolving conflicts. It is a highly structured activity. It needs patience & trust of the members.

1. Identify your problems & unmet needs which arecausing conflicts.

Identify your issues carefully so that it helps insolving.

2. Make a right frame of mind to face the conflict- in a

calm & relaxed manner. Upset over problems, hurry to take the decision &

fatigue should not be exercised. Approach for a request to try to solve the conflict.


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3. Describe your problems and needs:- Use the clear terms and convey properly.

4. Check your understanding of the partnersneeds & willingness to solve the issues.5. Find out the partners needs and problems .6. Negotiate a solution. After understanding needs

and goals try to develop potential solutions and

evaluate them.- Identify and define the conflict.- Generate a no. of possible solutions.- Evaluate the alternative solutions.- Decide on the best solution.7. Follow up on the solution.


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Deliberate tactics to create distance in anundesired relationship

Avoidance avoiding the members

Deception- lying or misleading

Degrading- treating with disrespect

Detachment- acting emotionally disinterested

Discounting- disregarding/ minimizing

important Humoring- not taking the other person

seriously.


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Impersonality- treating like a stranger Inattention- not paying attention

Non- immediacy- displaying verbal, non-verbal clues.

Reserve- being quiet & uncommunicative

Restraint- curtailing normal social behavior

Restrict topics- limiting conversation to less

personal topics. Short interaction- ending conversation as

quickly as possible.


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They call me the speaker , but..they really ought to call me the listener.

What good is speech if no one listens

All listeners do not receive the samemessage.

We can communicate an idea around theworld in 70 seconds, but it sometimes takes

years for an idea to get through 1/4th

inch ofthe human skull.


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1-establishing common goals 2-reduction in interdependence 3-trust & communication 4-coordination timely 5-reduction in shared resources 6-exchange of personnel 7-use of superior authority 8-reorganization of groups CONFLICT IS NECESSARY & DESIRABLE TO

CREATE CHANGES & CHALLENGES .


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There is no such thing asan uninteresting subject.There are onlyuninterested people


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The reality of the otherperson is not in what hereveals to you ,But in what he cannot revealto you


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"If you had five frogson a log and three ofthem decided to jump,how many frogs wouldyou have left on thelog?"


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Take up one idea , make that oneidea your life , think & dream of itand live on that idea Let the brain, muscles, nerves,every part of your body be full ofthat idea This is the way to success!!!


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Conflict Pg Prof.kiran

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