conflict managment rvs
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Conflict Management
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Agenda
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Conflict happens when…
• When two or more parties, with perceived
incompatible goals, seek to undermine each
other's goal-seeking capability"
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Two or more parties wanting a limited resource
No gross differences in power
Interdependency of the parties - they need each
other
A perceived legitimacy to that resource by the
parties
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Benefits of Conflict
• Promotes Growth
• Promotes Creativity
• Development of Interpersonal skills
• Promotes Mutual Understanding
• Social Change and progress
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Negative Effects
• Stress
• Lower Productivity
• Lower interpersonal cohesion
• Time wasted
• Status & Ego > Reason & Reality
• Cost
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You Win
You Lose
I win
(+2)Positive Sum
I Lose
(0) Zero Sum
(0) Zero Sum
(-2)Negative Sum
(0) Zero Sum
(0) Zero Sum
Four Outcomes of Conflict
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Types of Conflict- Interpersonal
• Interpersonal-Chauvinism Vs Feminism
• Dispositional Clashes – Dominant Vs Mild
• Cultural clashes – Arabs Vs Jews
• Religious – Hindu Vs Muslim
• Age clashes – Young Vs Old
• Value Clashes – Conservative Vs Liberal
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Types of Conflict- Organisational
• Unions Vs Management
• Intra and Inter Company rivalry
• Executive competition - Promotions
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Types of Conflict- Team/Technical
• Sales Vs Production
• Human Resources Vs Finance
• Research and Operations
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Types of Conflict- National
• Wealth clashes
• Civil Wars
• International – Cold war, Terrorism
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Other Causes of Conflict
• (Mis)-Communication
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Ways to Resolve ConflictPart 2
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3 Strategies
• Exercise of Power
• Exercise of Rights
• Exercise of Mutual Rights
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Domination – P3, I-1
Advantages
You do not have to
negotiate if there is no
need
Disadvantage
What goes around, will
come around
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Capitulation – P1, I-1
Advantages
If you don’t need what the
other party needs
Disadvantages
Encourages the other party
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Negotiation – P2, I-2
Advantages
Helps get a Win/Win situation
Disadvantage
Costly in time and effort
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Procrastination – P3, I-1
Advantages
Time could help save face
Disadvantage
Issues could aggravate with
time
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Collaboration – P3, I-3
Advantages
Sure shot Win/Win
Disadvantage
Needs goodwill and integrity
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Formula for Conflict management
• Affirmative statement -You agree with the person• Softening statement -You show that you understand
their position• Flag -You indicate that you have something to say• Give reasons for your position -You help them
understand your position• Negative statement -You say ‘no’• Offer a compromise - if appropriate You offer an
alternative where you can
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• The employee’s request: ‘Can I have next Thursday morning off to have my dental check-up?’
The manager’s response:• Affirmative ‘Yes.’• Softening ‘It is very important to look after your teeth and regular• check-ups are essential.’• Flag ‘But I have to tell you...’• Reason for refusal ‘...that this week as you know is month-end and
we must get all the reporting done by Friday.’• The refusal ‘So I need you on Thursday.’• Compromise ‘See if you can change the appointment to n• ext week.’
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