BA-655

Conflict Management
This course helps the students to under stand the nature and different approaches to conflict management in modern business organizations. It enables them to be aware of the impact of conflict on the performance and productivity of human resources in organizations. It equips them with various conflict management styles and skills to cope with conflicting situations at work. 1. NATURE OF CONFLICT 1.1. The nature of conflict 1.2. Basic principles to understand nature of conflict. 1.3. Functional V/S dysfunctional conflict. 1.4. Destructive V/S constructive conflict. 1.5. Conflict management process. 2. APPROACHES TO CONFLICT MANAGEMENT 2.1. The traditional approach 2.2. The human relations approach 2.3. The Inter actionist approach 3. SOURCES OF CONFLICT . 3.1 Antecedents of conflict. 3.2 Organizational source. 3.3 Managerial source. 3.4 Employee source. 4. THE TYPES OF CONFLICT 4.1 4.2 4.3 4.4 4.5 Personality conflict Value conflict Inter group conflict Conflict between organization & environment Cross - cultural conflict.

5. RECOGNIZING BEHAVIOUR FOR CONFLICT MANAGEMENT 5.1 Assertive behaviour 5.2 Aggressive or passive behaviour 5.3 Response to aggressive or passive behaviour 5.4 Advanced assertiveness techniques. Broken record-Fogging- Negative assertionDenial-Negative inquiring.

6 CONFLICT INFORMATION GATHERING TECHNIQUES 6.1 Active listening 6.2 Reframing 6.3 Questioning 6.4 Brain storming 6.5 Self-Disclosing 6.6 Confronting 7. RESOLVING SKILLS 7.1 7.2 7.3 7.4 The negotiation skills The delegation skills The counseling skills The politicking skills

8. CONFLICT RESOLUTION STRATEGIES AND TACTICS

8.1 The resolution strategies: Avoidance- Prevention- Coercion or force- NeutralizationConfrontation- Negotiation- Compromise. 8.2 Conflict resolution tactics: Probing- Listening- Paraphrasing- Providing alternativeProviding feedback- Contracting- Deescalating. 8.3 The Conflict pitfalls: Precipitate action- Excessive delay- Wrong assumptions- Taking sides- Becoming the fixer.

RECOMMENDED BOOKS 1. Kreitner Robert and Kinicki Angelo, Organizational Behavior (5th Edition), Irwin, Mc Graw- hill, USA 2001. 2. Robbins P.Stephen, Organizational behavior (9th Edition), Prentice hall, New Delhi 2001. 3. Robbins P. Stephen, Managing today, Prentice hall, New Jersey USA 1997. 4. Dana Daniel, Conflict Resolution: Mediation tools for everyday worklife, Mc Graw-Hill, USA 2000. 5. Deutsch Morton, Colman PeterT, Hand book of Conflict Resolution: Theory and Practice, John Wiley & Sons Inc, USA 2000. 6. Cloke ken, Goldsmith Joan, Cloke Kenneth, Resolving Conflict at work: A Complete Guide for Everyone on the Job, John Wiley & Sons Inc, USA 2001.