CONFLICT MANAGEMENT

JASMIN ROSE A. DALES

CONFLICT

Conflict Management

- Is about balancing the diverse interests and abilities of individuals with the goals and objectives of the organization

Conflict Management

Stimulation Resolution

Conflict Stimulation

Work groups are stagnant and comfortable with the status quo

Groups are not motivated to challenge traditional ideas

Change within the organization is needed for it to remain competitive

-Is the creation and constructive use of conflict to motivate desired change-Its purpose is to bring about situations in which differences of opinions are exposed

Conflict Stimulation: Benefits Improved team dynamics and

cohesiveness Improved creativity and learning Identification of underlying issues Increased awareness of the importance

of team goals

Conflict Stimulation: Methods Increasing resource scarcity Bringing in outsider

- Entering members with different background, value, view and managerial skill

Increasing ambiguity - should force the group into a dialogue which should then result in improved communication

Conflict Resolution

Conflict has become disruptive Too much time and effort are spent on

conflict rather than on productive efforts Conflict focuses on internal goals of the

group rather than on organizational goals

Conflict Resolution: Methods

The TKI is designed to measure a person’s

behavior in conflict

situations. In such situations, we can describe an individual’s behavior along

two dimensions:

Thomas-Kilmann Conflict Mode Instrument

Assertiveness

- is the process of expressing feelings, asking for legitimate changes, and giving and receiving honest feedback in ways that don’t violate the rights of others

Assertiveness: 5 Stages

Describe the situation or behavior objectively

Express emotional reactions and feelings

Empathize with the other’s position

Negotiate a change

Indicate consequences

Conflict Resolution: Methods Using structure to manage conflict

The managerial hierarchy Rules and procedures Liaison Roles

- organizations that use the hierarchy to manage conflict place one manager in charge of people, groups or departments in conflict- A manager in a liaison role coordinates activities acting as a common point of contact. The manager facilitates the flow of information between parties.

Conflict Resolution: Methods Using interpersonal techniques

Team building Survey feedback Third-Party peacemaking

- Team building activities are intended to enhance the effectiveness and satisfaction of individuals who work in groups and to promote overall group effectiveness.

- The aim of this approach is usually to change the behavior of supervisors by showing them how their subordinates view them.

- A third party, usually a trained external facilitator, uses a variety of mediation or negotiation techniques to resolve conflicts.

Thank you