CONFLICT MANAGEMENT

1. CONFLICT MANAGEMENT

2. CONFLICT AND CONFLICT RESOLUTION
• Conflict usually arises from a perception of
incompatibility.
• These may stem from differences in beliefs,
values, goals, priorities, methods and ideas.
Differences in interpretation of reality,
personalities and interests may also lead to
conflict.

3. Types of Conflict
• Intrapersonal – within a person. E.g. personal
and professional priorities
• Interpersonal – among people e.g. best way
to ……., information giving.
• Organizational –e.g. role differentiation,
communication, policies and practice, new
system or change.

4. Causes of Conflict in an Organization
Unclear authority structures
Personal disputes
Conflicts of interest
Competition of resources
Poor coordination of activities
Incompatibility of group and organizational goals
• There are some problems that emerge as a
result of conflict which include communication
problems and poor interpersonal relationships.

5. Modes of Conflict Resolution
• People use different approaches to overcome
conflict. These are:
Avoiding or withdrawing- No effort to
compromise. This creates a lose-lose situation
Accommodating /smoothing- In
accommodating one party sacrifices whereas
smoothing creates a conducive environment
without solving the problem.
 Competing/coercing – pursuing own
needs/goals at expense of others or standing
up for your rights, defending important
principles.

6. Ct
Negotiating/compromising – involves
assertiveness and cooperation on part of
everyone. It involves give and take. Each
person gives up something but both must
agree
Collaborating- Analyzing situation and
discussing about plan. Solving a conflict
without avoiding which is a win-win situation.

7. A model of styles to handle conflict
Competing Collaborating
Compromising
Avoiding Accommodating

8. Managing Conflict
• The manager may resolve conflicts by imposing
solutions or through compromise.
• The former might encourage retaliation and
discourage exchange of ideas but outcomes are
certain.
• Compromises rarely satisfy all parties in conflict.
• Conflicts are best resolved by relating their
particular circumstances to the objectives of the
organization.

9. Strategies to resolve conflict
• Communicating to self and others that conflict is a
necessary process.
• Determining similarities and differences in facts,
goals, methods and values.
• Assessing the degree of conflict – ask questions
about quality of decisions.
• Assessing each situation and matching the best
approach regardless of which is your favourite.
• Assisting others in assessing conflict and seeing
how best they can approach it.

10. The manager may also overcome
organizational conflict through:
• Improving team spirit
• Enhancing effective communication
• Regular job rotation
• Employee counseling services