Chapter 5:

Managing Conflict
 What is Conflict?
• Conflict is a form of interaction among
parties who differ in interests, Conflict is any
perceptions, goals, values, or situation in which
approaches to problems. there are
incompatible
• Conflict arises when we begin to feel goals, cognitions,
that the other person is interfering with or emotions within
our ability to attain a certain objective. or between
individuals or
• Conflicts may involve individual or groups that lead
group disagreements, struggles, to opposition or
disputes, quarrels, or even physical antagonistic
fighting and wars. interaction.
• Conflict is a fact of life in organizations.
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 Three perspectives on managing
conflict
• Traditional view
• Human Relations view
• Interactionist view

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 Why is Conflict Management
Important?
• Conflict is a normal part of life.
• Conflict is a given.
• Conflict can either be positive or negative.
• Conflict is constructive when it leads to
better decisions, creativity, and innovative
solutions to long-standing problems.

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 Positive Conflict
Conflict is viewed as positive when it results in:
– Increased involvement
– Increased cohesion
– Increased innovation and creativity
– Positive personal growth and change
– Clarification of key issues
– Values clarification

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 Negative Conflict
• Conflict is viewed as negative when it
results in:
– Unresolved anger
– Personality clashes
– Low self-esteem or self-confidence
– Unclear or opposing views on who is or should
be responsible for what
– Problems of efficiency
– “Unfinished business”
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 Sources of Interpersonal
Conflict
• Limited resources
• Differences in Goals/Objectives
• Miscommunication
• Differing Attitudes, Values, and Perceptions
• Style Differences

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 Conflict Management
Strategies
• Avoiding
• Accommodating
• Compromising
• Competing
• Collaborating

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 Tips for Managing Conflict
• Control your temper and emotional
response
• Understand the issues
• Pick your battles
• Search for a common goal or ground

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 Conflict Prevention Techniques
• Team Building Skills
– Setting clear objectives
– Developing shared goals
– Establishing team norms
– Understanding the stages through which
teams progress
– Clarifying expectations
– Planning projects and meeting deadlines

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 Conflict Prevention Techniques
(continued)
• Diversity training
– Self-awareness of personal prejudices and stereotypes
– Individual differences and how they develop
– Valuing differences
– Maximizing each person’s strengths and capabilities to
the advantage of the organization
– Understanding and reducing discrimination
– Legal guidelines for dealing with issues such as sexual
harassment
– Cross-training and cross-functional team training

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 Conflict Prevention Techniques
(continued)
• Open Communication
– Regular staff meetings
– Internal newsletters
– Employee attitude surveys
– 360-degree feedback

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 Conflict Prevention Techniques
(continued)
• Conflict Management Training
– Handle conflict constructively
– Respect the legitimacy of others’ points of
view, feelings, and perceptions
– Listen actively
– Communicate assertively
– Problem-solve collaboratively

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 Conflict Prevention Techniques
(continued)
• Conflict Management Training
– Support conflict constructively
– Help others avert unnecessary strife
– Use communication skills to influence the way
in which conflict is handled
– Anticipate and act accordingly
– Be aware of potential problems and deal with
them while they are still minor

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 Conflict Prevention Techniques
(continued)
• Resource Allocation
– Seek new ways in which resources can be
obtained and allocated.
– Have an open process by which resources are
allocated.
– Establish rewards at the highest level.
– Involve key players in resource allocation
decision processes.

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 Individual Conflict Prevention
Techniques
• Communication
– Use “I” language – take responsibility for your
communication
– Pay attention to nonverbal cues
– Know when it’s best to express your opinion,
“agree to disagree,” and table the matter

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 Individual Conflict Prevention
Techniques (continued)
• Managing Others’ Expectations
– Set limits to help manage your boss’s
expectations and avoid a future conflict
– Communicate consequences if you’ve tried
reasoning, clarifying the issue, and asserting
the team’s needs but nothing has changed

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 Individual Conflict Prevention
Techniques (continued)
• Focusing on Others First
– Anticipate the other’s disagreement or
objection and explain how your proposal takes
this issue into account
– When you are looking to change or improve
organizational processes, consider first how
others might benefit from the change
– Appeal to the other’s self interest

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