management concept and process

1. PRESENTATION
ON
CONFLICT AND STRESS
MANAGEMENT
SUBMITTED TO SUBMITTED BY
Dr. S.K. SRIVASTAVA SIR, ANKITA SRIVASTASVA
Faculty of Institute of Business Mgm. HRISHIKESH PANDEY
C.S.J.M. University, Kanpur RAVIKANT
SHIVAM SINGH
SONALI MISHRA
1

2. CONTENT
1. CONCEPT OF CONFLICT
2. CONFLICT MANAGEMENT
3. STEP TO ANALYZE CONFLICT
4. CLASSIFICATION
5. INDIVIDUAL LEVEL CONFLICT
6. INTER PESONAL CONFLICT
7. CAUSES OF INTER PERSONAL CONFLICT
8. STRATEGIES OF MANAGING CONFLICT
9. SUMMARY

3. CONCEPT OF CONFLICT
The Webster’s dictionary defines conflict as “ A battle contest of opposing
forces , discord , antagonism existing between primitive desires , instants and
moral , religious or ethical ideas.
Conflict occurs when two or more people or organizations disagree
because their needs , wants , goals or values are different.
Many people think of conflict as negative but conflict can be both
positive and negative.

4. Conflict is negative when it :-
• Takes attention away from their activities.
• Damages the spirit of the team or an individual.
• Divides people or groups focus on their differences.
• Leads to harmful behavior , like fighting or name calling
Conflict is positive when :-
 Clear up important problems or issues
 Brings about solutions to problem.
 Gets everyone involved in solving issues.
 Causes real communication.
 Release emotion , anxiety , and stress in a positive way.
 Helps people learn more about each other and cooperate develops
understanding and skills.

5. CONFLICT MANAGEMENT
Conflict management is what we are doing when we identify and deal with
conflict in a reasonable manner.
There are some proven strategies that you can use to help resolve conflict
within your groups.
Conflict management in U.S.A. describes five popular styles
Collaborating
Why should I collaborate ?
A collaborator’s attitude ?
When should I collaborate ?
When should I choose another method ?

6. Compromising
Why should I compromise ?
A compromiser’s attitude ?
When should I compromise ?
When should I choose another method ?
Accommodation
Why should I accommodate ?
A accommodator’s attitude ?
When should I accommodate ?
When should I choose another method ?
Competing
Why should I compete ?
A competitor’s attitude ?
When should I compete?
When should I choose another method ?

7. Avoiding
Why should I avoid ?
A avoider’s attitude ?
When should I avoid ?
When should I choose another method ?

8. Step to analyze the conflict
1 Analyze the conflict
2. Determine your management strategy
3. Pre-negotiation
4. Negotiation
5. Post- negotiation
6. Reflection

9. 1. Analyze of conflict- Don’t be afraid to ask questions of everyone involved.
take in answers of variety of sources and gain as information as you can.
2. Determine your management strategy- When you understand the basis of
conflict and everyone involved you will need to develop a plan to manage
the conflict.
3. Pre-negotiation - Step must be taken for discussion begins .
1. Someone has to start the conversation. If neither party is willing to do so ,
bring in an outsider who will remain neutral to begin discussions.
2. Everyone must be ready to come to the table , to work together and resolve
issues.
3. The group must be agree on rules for the discussion and be organized.
4. Everyone at the table must agree on what information is put on the table ,
relevant to the conflict , and how the group will get answers to question.

10. Negotiation - Negotiations should be discussions that include :-
1. Reasons , needs , concerns , and motivation for differing positions.
2. Current options.
3. Evolution of all current options.
4. Written agreement that document what everyone understands.
5. Make sure everyone is on the same page and understands the expectations.
Post-negotiation- once negotiation is completed, the group should take the
action they decided upon-
1. Individual get support from outside parties where may have involve in
some way.
2. Communication and working together should continue though out this
process.

11. Classification Of Business Conflict
Individual level conflict
Goal conflict Role conflict
Interpersonal conflict
Vertical conflict Horizontal conflict
Intergroup conflict

12. Individual level conflict
Goal conflict- Goal conflict occurs at individual level when an individual
forces the problem of choosing among two or more goals, which are mutually
competing in some way.
Approach-approach conflict :- this conflict arises when person faces the
problem of selecting among two or more equally attractive goals.
Approach-avoidance conflict :- this conflict arises when person has an
alternative which has both positive and negative aspects.
Avoidance- Avoidance conflict :- this conflict arises when a person has to
choose between two mutually exclusive goals.

13. Role conflict
Role conflict occurs when expectation of a role are materially different or
opposite from the behaviors anticipated by the person in that role.
Reason for role conflict
1. Role ambiguity :- It occurs when an individual is not clear regarding his
job , duties , and responsibilities
2. Organizational position :- it also affect the role ambiguity and
consequently role conflict
3. Personal characteristics :- Role conflict may also arise because of
personal characteristics.

14. Interpersonal conflict
In an organizational setting there may be several form of interpersonal
conflicts and they are divided in two part-
1. Vertical conflict
2. Horizontal conflict
Vertical conflict-It is also known as hierarchical conflict arises b/w superior
and subordinates.
It arises because superior attempts to control the behavior of his
subordinates and subordinates resist such control.
Horizontal conflict- Horizontal conflict at interpersonal level is among the
person at the same hierarchical level in the same function or in different
functions.

15. Cause of interpersonal conflict
1. Nature of person
2. Ego states
3. Value systems
4. Socio-cultural factors
5. Situational variables
6. Interest conflict
7. Role ambiguity

16. Strategies for managing conflict
Denial or avoidance :- With this approach individual attempt to reduce or get
rid of the conflict by denying it existence.
Suppression :- We all get along here “we run a happy ship” don’t rock the boat
and nice people don’t fight are the voices of suppression
Power or dominance :- Power is often used to settle differences. The source of
power may be physical or rested by authority or position.
Third party interventions :- Using this strategy requires a third person that is
unbiased and is not taking side to support either party in conflict.
.

17. Compromise or negotiation :- It is often regarded as virtues in out culture .
Compromise is an agreement b/w parties about what each should give or
get in a particular situation.
Integration or collaboration :- this approach requires all parties in a conflict
situation to recognize the legitimate abilities and expertise of each other
in the process of resolution.

18. Summary
The item conflict was originally defined as “striking at another” to
fight with an enemy or do battle with opposing forces.
there are three level of conflict .
Level one: interpersonal conflict is an experience that take place within the
individual.
Level two : interpersonal conflict is experienced b/w individuals in the same
location. Ex. – co worker , team members , roommates
Level three :- intergroup conflict is defined as conflict between groups in the
same organization or command.

19. STRESS MANAGEMENT
Content
1) Introduction of concept.
2) Definition and classification.
3) Causes of stress
4) Sources of stress.
5) Managing stress at workplace.
6) The nature of stress.
7) The stress process.
8) Distress and estruses.
9) Hardiness and optimism.
10) Summary

20. Introduction
Stress can be explained basically as pressure upon a person’s psychological
system which arise out of complexity of one’s work life. Stress can be manifest
itself both positive and negative way.
Further stress is a situation where a person is not in his normal stage or
he is not satisfied with his life. In other words when demand of a person from
environment are more and his output is less because of his failure , suffers from
anxiety and stress. When a person is not able to cope with environment and can
not maintain proper balance then person is in stress.
Stress has been defined as physical , mental , and emotional. In modern
day life stress is a part and parcel of our life. At the same time it should not
exceed the capacity of an individual to handle it. If it exceed in proportion to
person’s abilities to cope with it. It would cause mental and physical imbalance
in the person. Therefore a major challenge for everyone today is to make stress
work for you as a productive force rather than as a alternate which can cause
imbalance in an individual.

21. Definition
The concept of stress denotes physical and mental revelation to prevailing
within the mental environment of human being. Stress is an neutral phenomena
where distress has negative connotation.
Classification of stress
Low stress
Optimum stress
High stress

22. Causes of stress
1. Organizational stressors :-
 Task demands
 Physical demands
 Role demands
 Interpersonal demands.
2. Life stressors :-
 Life change
 Life trauma
 Burn-out .

23. Organizational stressors
Task demand- Task demand are stressors associated with the specific job a
person performs some occupation are by nature more stressful than other .
Physical demands- The physical demand of a job are its physical requirement
on the worker , these demands are a function of the physical characteristics of
the setting and physical tasks the job involves
Interpersonal demands- a final set of organizational stressors consists of three
interpersonal demands. Group pressure , leadership and interpersonal conflict.
Role demand- A role is set of expected behaviors associated with a particular
position in a group or organization. As such , it has both formal and informal
requirements. People in an organization or work group expert a person in
particular role to act in certain way.

24. Role conflict- role conflict occurs when the massage na cues from others about
the role are clear but contradictory or mutually exclusive . One common form is
inter role conflict – conflict between role .

25. Life stressors
Life change- Any meaningful change in a person’s personal or work situation ,
Homes and other reasons that major changes in a person’s life can lead to stress
and eventually to disease.
Life trauma- Life trauma is similar to life change , but it has a narrower , more
direct and shorter item focus .
A life trauma is any up happening in an individual’s life in alters his or
her attitudes , emotions or behavior.

26. MANAGING STRESS AT WORK PLACE
1. Exercise
2. Time management
3. Support groups
4. Meditation
5. Role management
6. Collateral programs
7. Institutional programs
8. Relaxation
9. Organizational coping strategies

27. Sources of stress
Stress and strain exert serious pressure , both mental and physical , upon the
business executives. The pressure for stress and strain is emerging owing to
various factors and these are:-
1. harassment at work place :- on of the usual allegation leading to mental
stress is arising out of gender variation in work place. There are various job
that are dominated by male folk such as management and the female
occupation such as secretarial work.
2. Uncertainties and changes in future :- the business enterprises under
W.T.O regime have been exposed to a hang in balance situation where no
body can predict accurately as to what is stored in future.
3. Effectiveness vs. efficiency :- effectiveness denotes accomplishment of
goals and objectives while efficiency hints at cost reduction. A work may
be accomplished with hundred percent efficiency but even the objectives or
target could not be achieved , their such efficiency becomes meaningless .

28. 4. Role analysis technique (RAT) :- stress evolution role analysis , role
classification, role identification and role to be performed bye an employee
is a process of stress management.

29. The nature of stress
Many people think of stress as a simple problem. In realty, however stress is
complex and often misunderstood. To learn how job stress truly works , we
must first defined in many ways , and describe the process through when it
develops.
1. First is the nature of adoption .
2. Role of stimulus .
3. Stress can be either physical or psychological .
The stress process
The GAS – general adoption syndrome begins when a person first encounters a
stressor . The first stage is called “ alarm” at this point, the person may feel
some degree of panic and begins to wonder how to cope . The individual may
also have to resolve a “fight or flight” with a question . Can I deal with this, or
should I run away ?

30. Distress and Eustress
Sources of stress need not to be bad always. For Ex:- receiving a bonus and
then deciding what to do with the money can be stressful. So man getting a
promotion, recognition, getting married and similar “good” things. This type of
stress called EUSTRESS. Of course, there is also negative stress, called
DISTRESS.
Hardiness and optimism
Hardiness is person ability to cope with stress. People with hardy personalities
have an internal focus of control are strongly committed to the activities in
their lives and view change an opportunity for advancement and growth .
Optimism is the extent to which person sees life in positive or negative terms.
A popular expression use to convey this idea concerns the glass half filled with
water . Optimism is also related to positive and negative affectivity .
In general optimistic people tend to handle stress better.

31. Effects of stress
 individual effects
Behavioral effects
Psychological effects
Medical effects
Organizational effect
Individual effects- The individual effects of stress, then are the outcomes that
mainly affect the individual. The organization also may suffer , either directly
or indirectly. But it is the individual who pays the real price. Stress may
produce behavioral, psychological and medical effects.
Behavioral effects- The behavioral effect of stress may harm the person under
stress or other one such behavior is smoking . Research has clearly documented
that people who smokes lend to smoke more then they experience stress .
There is also evidence that alcohol and drug abuse are linked to stress . Other
behavioral consequences are violence and appetite difficulties.

32. Psychological effects- The psychological effects of stress related to a person’s
mental health and well being. When people experience too much stress at work,
they may become depressed or find themselves sleeping too much or not
enough. Stress may also lead to forming problems and sexual difficulties.
Organizational effects-
1. Performance:- stress decline the performance of individual. Working
relationships as people becomes irritable and hard to get along with.
2. Withdrawal:- withdrawal behavior also result of stress. Stress can also
produce other, more subtle form of withdrawal.
3. Attitudes:- another direct effect of employees relate to attitudes. As a
result people may be more borne to complain about unimportant things , do
only enough work to get by and so forth.
4. Burn-out:- burn-out is another effect of stress , has clear implications for
both people and organizations. Born-out is a general feeling of exhaustion
that develop when a person simultaneously experiences too much pressure
and has too few sources of satisfaction.

33. Summary
Stress is a person’s adaptive response to a stimulus that places excessive
psychological or physical demands on that person.
The three stages of response to stress are alarm, resistance and exhaustion.
Two important form of stress are eustress and distress.
Stress can be caused by many factors. Major organizational stressors are task
demands, physical demands, role demands, and interpersonal demands.
Life stress include life trauma and life change.
Stress has many effects. Individual effects can include behavioral,
psychological and medical problems. On the organizational level, stress can
effects performance and attitudes or cause withdrawal. Burn-out is another
possibility.
People have numerous dimensions to their work and personal lives, when these
dimensions are interrelated, individuals must decide for themselves which are
more important and how to balance them.