ch14conjshdflictnegotiation 090625120124 phpapp02 copy

ORGANIZATIONAL BEHAVIOR -‘CONFLICTS’

© 2003 Prentice Hall Inc. All rights reserved. 14–2

Points to be covered:

1. Definition of conflict.2. Differentiate between the traditional, human

relations, and interactionist views of conflict.3. Understanding types of conflicts.4. Outline the conflict process.5. Describe the five conflict-handling intentions.

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How do you view a Conflict?

Causes:• Poor communication• Lack of openness• Failure to respond to

employee needs

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Transitions in Conflict Thought (cont’d)

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Functional versus Dysfunctional Conflict

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Types of Conflict

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The Conflict Process

E X H I B I T 14-1

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Stage I: Potential Opposition or Incompatibility

Communication– Semantic difficulties, misunderstandings, and

“noise” Structure

– Size and specialization of jobs– Jurisdictional clarity/ambiguity– Member/goal incompatibility– Leadership styles (close or participative)– Reward systems (win-lose)– Dependence/interdependence of groups

Personal Variables– Differing individual value systems– Personality types

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Stage II: Cognition and Personalization

Positive FeelingsPositive FeelingsNegative EmotionsNegative Emotions

Conflict DefinitionConflict Definition

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Stage III: Intentions

Cooperativeness:• Attempting to satisfy

the other party’s concerns.

Assertiveness:• Attempting to satisfy

one’s own concerns.

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Stage III: Intentions (cont’d)

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Stage III: Intentions (cont’d)

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Dimensions of Conflict-Handling Intentions

E X H I B I T 14-2

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Stage IV: Behavior

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Stage IV: Conflict Resolution Techniques

• Problem solving• Superordinate goals• Expansion of resources• Avoidance• Smoothing• Compromise• Authoritative command• Altering the human variable• Altering the structural variables

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Stage IV: Conflict Stimulation Techniques

• Communication• Bringing in outsiders• Restructuring the organization• Appointing a devil’s advocate

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Conflict-Intensity Continuum

E X H I B I T 14-3

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Stage V: Outcomes

Functional Outcomes from Conflict– Increased group performance– Improved quality of decisions– Stimulation of creativity and innovation– Encouragement of interest and curiosity– Provision of a medium for problem-solving– Creation of an environment for self-evaluation

and change Creating Functional Conflict

– Reward dissent and punish conflict avoiders

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Stage V: Outcomes (cont’d)

Dysfunctional Outcomes from Conflict– Development of discontent– Reduced group effectiveness– Retarded communication– Reduced group cohesiveness– Infighting among group members overcomes

group goals

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E X H I B I T

Conflict and Unit Performance

14-9a

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Conflict and Unit Performance (cont’d) E X H I B I T 14-9b