This chapter discusses conflict in organizations. It defines conflict as a struggle between two or more forces and outlines the typical phases of conflict as anticipation, wait and see, growing, in the open, application, settlement, and reflection. The chapter also categorizes types of conflict, identifies causes of conflict, and describes strategies for coping with conflict at different stages from everyday concerns to overt battles.

1. Conflict and Negotiation
Organizational Behavior
CHAPTER #09
By: Mohammad Qasim AYAZ
Lecturer, Altaqwa institute of Management Sciences
Mohammadqasimayaz@gmail.com

2. This Chapter includes
• Defining Conflict.
• Conflict phases.
• Types of Conflict.
• Negative Effect of conflict.
• Positive Effective of Conflict.
• Key Causes of Conflict.
• Stages of Conflict.
• Coping Strategies.

3. Defining Conflict.
Conflictsare many things.
They are the strugglebetween two or more forces, positions, or
actions.
For example, you have a conflict when:
1. Your expectations come up against the reality of those on your staff.
2. The deadline you set for a project is not met.
3. Your work style differs from some of your staff’s.

4. Conflicts phases
Most conflicts go through seven phases as shown in the Conflict Cycle.
1. Anticipation. The first phase, Anticipation, is the starting point. Humans, like the turtle,
need a protective shield to survive.
2. Wait and See. Once a conflict emerges, it moves to the second phase, Wait and See.
3. Growing. Growing phase. At times, conflicts mushroom very slowly; other times they can
quickly erupt into a full-scale problem, and can no longer be ignored.
4. In the Open. Now the conflict is In the Open phase where there is no denying its existence.
5. Application. Once the conflict is out in the open and named, its Resolution is possible.
6. Settlement. The conflict moves from an Application of Resolution to a Settlement phase. The
resolution occurs when everyone is satisfied.
7. Reflection. The Reflection phase requires that team members reflect on the conflict they have
resolved and analyze what happened so they can learn from the conflict.

5. Types of Conflict.
• Internal Conflict - Internal conflict is a
disturbance that angers within oneself.
Internal conflict reflects the gap between what you
say, you want, and what you do.
• Internal conflict causes:
1. Obstruction in daily life
2. Immobilized (halted) actions
3. Harms to health like headaches and
possibly backaches
4. Burnout
5. Suicidal thoughts
Conflict cannot be managed externally until you
have control of yourself internally.
Interpersonal conflict
Every human being has four basic psychological needs
which, when violated, will automatically spark a
conflict:
1. the need to be valued and treated as an
individual,
2. to be in control,
3. to have strong self-esteem, and
4. to be consistent or steady.
When these needs are violated, human beings react
in one of four ways:
1. retaliate,
2. dominate,
3. isolate, or
4. cooperate.

6. Positive Effective of Conflict.
conflict is not always a bad thing. In fact, properly handled conflict can provide
numerous benefits to both the individuals involved and their organizations.
1. Increased motivation
2. Enhanced problem/solution identification
3. Group cohesiveness (interrelatedness)
4. Reality adjustment
5. Increased knowledge/skill
6. Enhanced creativity
7. Contribution to goal attainment
8. Incentive for growth

7. Negative Effect of conflict.
1. Decreased productivity
2. Erosion (Loss) of trust
3. Privacy and reduced information flow
4. Morale problems.
5. Consumption of mass amounts of time.
6. Decision-making Problems.

8. Eight key causes of conflict
1. Unmet needs and wants.
2. Values.
3. Perceptions.
4. Knowledge.
5. Assumptions.
6. Expectations.
7. Growing up differently.
8. Willingness and ability to deal with conflicts.

9. Three Stages of Conflict
There are three stages of conflict.
1. Everyday Concerns and Disputes.
2. More Significant Challenges.
3. Overt Battles.

10. Coping Strategies
• Stage one: At stage one of conflict you can implement Avoidance
strategy for resolving the conflict. Ignore what happen.
• Managing stage two conflicts requires more training and specific
management skills.
1. Create a safe atmosphere.
2. Be hard on the facts, soft on the people.
3. Do the initial work as a team.
• For managing last stage we need to implement the Intervention
strategies.
• Negotiation.
• Mediation.
• Arbitration