This document discusses conflict management in organizations. It defines organizational conflict as discord that arises between incompatible goals of individuals or groups. Conflict can be caused by limited resources, communication barriers, personality clashes, and differing values and goals. Conflict can have negative effects like stress and reduced productivity, but also positive effects like new ideas and problem solving. Conflicts are classified into types like dysfunctional, functional, and levels like inter-group and interpersonal. Theories of conflict management include Blake and Mouton's grid, Thomas-Kilmann model, and Rahim's dual concern theory. Collaboration is the best method that creates a win-win outcome, while mediation and arbitration involve third parties to facilitate agreement.

1. Conflict Management
in organization
Dr Amir Nasir, MPH III

2. Overview
• Introduction
• Causes of conflict
• Types of Conflict
• Levels of Conflicts in organizations
• Theories of management

3. Definition
• Organizational Conflict
• The discord that arises when goals, interests
or values of different individuals or groups are
incompatible and those people block or thwart
each other’s efforts to achieve their
objectives.
Jones and George (2013)
Dictionary definition; disagreement, struggle, fight, incompatibility

4. Preconditions & Causes
Preconditions
•Limited Resources
•Attitude
•Ambiguous rules
•Communication
barriers
•Authority overlap
Causes
•Misunderstanding
•Personality clashes
•Fight for resources
•Authority issues
•Work methods
•Values & goals
Key element --- interdependence

5. Effects of conflict in organizations
Negative effects
•Stress /Anxiety
•Demotivation
•Staff quitting
•Non-productivity
Positive effects
•New ideas
•Creativity
•Change
•Problem Solving

6. Types of Conflict
• Dysfunctional conflict
• Blocks goals
 Tension, anxiety, stress
 Reduced trust
 Poor decisions
 No information sharing
Functional conflict
• Moves towards goals
• “Constructive”
• Increases information
• Encourage New ideas
• Innovative thinking
• Performance

7. Levels of Conflict
• Intra-organization conflict: within an organization
• Inter-organization conflict: Between organizations
• Intra-group conflict: within a group
• Inter-group conflict: between groups
• Interpersonal conflict: Between people
• Intrapersonal conflict: within an individual

8. Pondy’s Model of Organizational
Conflict
Stage 1:
Latent Conflict
Stage 2:
Perceived Conflict
Stage 3:
Felt Conflict
Stage 4:
Manifest Conflict
Stage 5:
Conflict Aftermath

9. Managing Conflicts

10. Conflict Table
Win-Win Lose-Win
Win-Lose Lose-Lose
I Win I Lose
You
Win
You
Lose

11. Theories of Conflict Management
• Blake and Mouton’s Conflict Grid
• Thomas Kilmann Model
• Rahim’s meta model (Dual Concern
theory)

12. Blake and Mouton’s Conflict Grid 1964

13. Thomas & Kilmann model 1976

14. Rahim’s meta model 2002
(Dual concern theory)

15. Classic
example of
collaboration

16. Some techniques for conflict
resolution
• Assure privacy
• Empathy
• Listen actively
• Maintain equity
• Focus on issue, not on
personality
• Avoid blame
• Identify problem
• Encourage feedback
• Alternate solutions
• Agree on plan

17. Interpersonal Skills
• Verbal skills
• Non verbal skills
• Listening skills
• Feedback skills

18. Third party negotiations
• Mediation
• Third party acts as facilitator through suggestion,
persuasion.
• Arbitration
• Third party has the power (authority) to impose an
agreement
• Conciliation
• Third party serves as only a communication link between
the disagreeing parties

19. Summary
Collaboration is the best method for conflict
resolution

20. Historical
example of
conflict
management,
collaboration
(win-win
outcome) and
arbitration
• Conflict over installing the stone
between four tribes
• Muhammad PBUH chosen as
arbitrator
• Decided to put the stone in a cloth &
member of each tribe lifts a corner of
a cloth
• Peaceful conflict resolution

21. Thank You