CONFLICT MANAGEMENT

Dr.Babita Dosajh

CONFLICT MANAGEMENT

Meaning, types, and stages of conflict

Attitudes towards conflict Sources of conflict Conflict management Negotiation process

Conflict

Conflict is a disagreement between two

or more parties such as individuals,

groups, departments, organizations or

countries, who perceive that they have

Incompatible concerns.

Attitude Towards Conflict

Positive Attitude

Negative Attitude

Balanced Attitude

Stages of Conflict

Latent Conflict- Potential for conflict

Perceived Conflict- Aware of Problem

Felt Conflict- Emotionally Involved

Manifest Conflict Plan and act

Conflict Outcome win- lose

Types of ConflictConflict

Intra

Personal

Group

Inter

Organizational

Interpersonal Conflict

Role related Intra-role Conflict

Conflicting message from different role sender

Inter-role conflict Multiple

Person-role Conflict Has to perform activities against his

value system

Goal related Conflict

Approach –Approach Conflict

Approach-Avoidance Conflict

Avoidance-Avoidance Conflict

Hidden Conflicts in Organizations Covert or hidden conflicts Private grievance against other

Sources of Conflict

Scarcity of resources Specialization Interdependence

Reciprocal Sequential Pooled

Sources of Conflict

Incompatible Goals Status Differences Jurisdictional Ambiguity Incompatible Personalities

Sources of Conflict

Differences in values Communication Distortions Cultural Barriers

Strategies for Managing Conflits (Thomas 1992) Avoidance Forcing or dominating style Accommodating Collaborating Compromising

Forcing Collaborating

Avoiding Accommodating

Compromising

Uncooperative Cooperative

Concern For Others

Assertive

Unassertive

Conc

ern

for S

elf

Conflict resolution by Third Party Third party mediations is a process

in which the disputants meet with a third party and jointly explore the conflict situations.

Stages of Third Party Mediation Opening Information Sharing Exchanging and Negotiating Closing

Negotiations

Negotiations is a process by which two or more parties, each with its own goals and perspectives, coordinate areas of interest through concession and compromise to reach an agreement an take joint decisions about areas of common concern in a situation neither sides has or wants to use complete power.

Critical Elements of Negotiations

1. Approach and Outcome Win-Lose Lose- Win Win – Win Mixed

2. Issues

Interest and positions Needs Bottom lines and alternatives

3. Negotiators

Personality Knowledge and skills Interpersonal skills Style

4. Relationship

High agreement – High trust High agreement – Low trust Low agreement – High trust Low agreement – Low trust

5. The Process

Pre negotiations Negotiations Post negotiations

Negotiation context

Immediate environment Legal Social Political influences

Strategies for Negotiation Distributive bargaining Integrative bargaining

Distributive Bargaining

Operates under a zero- sum game Gain made by one persons is loss of

other Each person defines the ultimate

points where the settlement will be made

Integrative Bargaining

Win – Win Situations Collaborative model of conflict

resolutions Both parties jointly look at the

problem Try to search for alternatives Reach a mutually acceptable

solutions

Principals of Integrative Bargaining Focus on interests and not positions Separate the people from problem Insist on using objective Criteria Invest options for mutual gains