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Human Resource ManagementLecture 29
MGT 350
Last Lecture• Labour Laws In Pakistan• The Constitution of Pakistan • The Payment of Wages• Registration of trade union is to be made under the Industrial Relations
Ordinance• Collective Bargaining Agent and Agreement• Collective Labour Disputes• Equal Employment Practices in Pakistan• “EEO speaks of the equality of every human being (irrespective of gender,
religion, caste, ethnicity, color, age, physical disability etc) while considering a candidate before, during and after employment”
Topic
Managing Conflict
What is conflict
• An open clash between two opposing groups (or individuals)
Why Conflict Arises
Type “A” Personality
Vs.
Type “B Personality
Type ”A” Personality
• Highly Competitive• Strong Personality• Restless when inactive• Seeks Promotion Punctual • Thrives on deadlines• Maybe jobs at once
Type “B” Personality
• Works methodically• Rarely competitive• Enjoys leisure time• Does not anger easily• Does job well but doesn’t need recognition• Easy-going
Aggressive People
• Body language – Stiff and straight – Points, bangs tables to emphasize points– Folds arms across body
• Verbal language– “I want you to…”– “You must…”– “Do what I tell you!”– “You’re stupid!”
Aggressive people are basically insecure….. Try toavoid them.
Submissive people
• Body Language– Avoids eye contact– Stooped posture– Speaks quietly– Fidgets
• Verbal Language– “I’m sorry”– “It’s all my fault”– “Oh dear”
Submissive people have a great senseof inferiority
Assertive People
• Body language – Stands straight– Appears composed– Smiles– Maintains eye contact
• Verbal language – “Let’s”– “How shall we do this?”– “I think… What do you think?”– “I would like…”
Types of Conflict
• Within an individual • Between two individuals• Within a team of individuals• Between two or more teams • within an organization
Causes of conflict
• Conflict of aims- different goals• Conflict of ideas- different interpretations• Conflict of attitudes - different opinions• Conflict of behavior- different behaviors are
unacceptable
Stages of Conflict
• Conflict arises • Positions are stated and hardened • Actions, putting into action their chosen plan • Resolution?
Preventing Conflict
• Assess positive and negative personality traits of people involved
• Determine personality type – Aggressive– Submissive– Assertive
• Assess if people are introvert or extroverts...
Preventing Conflict
• Review past conflicts• Assess communication skills of those
involved• Read body language of participants
Preventing Conflict
• Try to reduce conflict – Realize that communication is colored by
personal experience, beliefs, fear, prejudices– Try to be neutral – Plan the timing and place of the conversation – Realize that outside stress may add to
confrontation– Eliminate/reduce external interruptions
Preventing Conflict
• Manage the language used– Neutral vs. loaded words– Reduce technical language– Allow for cultural differences in language– Words may have different meanings for different
people…ask them to elaborate
Aids to Communication
• Listen Actively • Relax• Observe body language• Develop interest in other’s interests• Ask for clarification• Plan what you are going to say
• Tailor words to person• Determine the best timing • Determine the best place• Why is the conversation necessary
Personalities who cause conflict
• Aggressor• Passive• Absentee• Error prone• Negative attitude• Chatterbox• Do nothing
Personalities who cause conflict
• Unreliable• Time waster• Resentful person
Understanding Conflict Management Styles
What is a conflict management style and why do we need to know this?
• Conflict Management Style: Form of behavior that a person practices in response to conflict with others
• When living and interacting with others on campus, you need to know how to resolve issues in different situations.
Conflict: Where does it come from?
• Goals
• Personality conflicts
• Scarce resources
• Styles
• Values
The Positive Side of Conflict
• Conflict can teach you to make the most of each situation and use it as a learning opportunity or a leadership opportunity.
• You can also use it as an opportunity to transform the situation into something better.
Five Styles of Conflict ManagementYou will experience some form of internal or external conflict while living with roommates at some point in your college career. Understanding how you handle conflict is important in helping you decide how to deal with stress and manage certain situations.
AccommodatingPeople who accommodate are unassertive and
very cooperative.
• Give in during a conflict • Acknowledge they made a mistake/decide it
was no big deal• Put relationships first, ignore issues, and try to
keep peace at any price• Effective when the other person or party has a
better plan or solution
Avoiding
People who avoid conflict are generally unassertive and uncooperative.
• Avoid the conflict entirely or delay their response instead of voicing concerns
• Can create some space in an emotional environment
• Not a good long-term strategy
CollaboratingCollaborators are both assertive and
cooperative. • Assert own views while also listening to other
views and welcoming differences• Seek a “win-win” outcome• Identify underlying concerns of a conflict• Create room for multiple ideas• Requires time and effort from both parties
Competing
People who approach conflict in a competitive way assert themselves and do not cooperate while pursuing their own concerns at another’s expense.
• Takes on a “win-lose” approach where one person
wins and one person loses• Does not rely on cooperation with the other party to
reach outcome• May be appropriate for emergencies when time is
important
Compromising
Compromisers are moderately assertive and moderately cooperative.
• Try to find fast, mutually acceptable solutions to conflicts that partially satisfy both parties
• Results in a “lose-lose” approach• Appropriate temporary solution• Considered an easy way out when you need
more time to collaborate to find a better solution
Which one is best?
There is no BEST way to handle conflict. Each conflict is different and requires a different response.
Summary • An open clash between two opposing groups (or individuals)• Why Conflict Arises• Personality A and B• Aggressive People• Submissive people• Types of Conflict• Within an individual • Between two individuals• Within a team of individuals• Between two or more teams • within an organization• Stages of Conflict • Conflict arises • Positions are stated and hardened • Actions, putting into action their chosen plan • Resolution?• Understanding Conflict Management Styles• • Which one is best?