Human Resource ManagementLecture 29

MGT 350

Last Lecture• Labour Laws In Pakistan• The Constitution of Pakistan • The Payment of Wages• Registration of trade union is to be made under the Industrial Relations

Ordinance• Collective Bargaining Agent and Agreement• Collective Labour Disputes• Equal Employment Practices in Pakistan• “EEO speaks of the equality of every human being (irrespective of gender,

religion, caste, ethnicity, color, age, physical disability etc) while considering a candidate before, during and after employment”

Topic

Managing Conflict

What is conflict

• An open clash between two opposing groups (or individuals)

Why Conflict Arises

Type “A” Personality

Vs.

Type “B Personality

Type ”A” Personality

• Highly Competitive• Strong Personality• Restless when inactive• Seeks Promotion Punctual • Thrives on deadlines• Maybe jobs at once

Type “B” Personality

• Works methodically• Rarely competitive• Enjoys leisure time• Does not anger easily• Does job well but doesn’t need recognition• Easy-going

Aggressive People

• Body language – Stiff and straight – Points, bangs tables to emphasize points– Folds arms across body

• Verbal language– “I want you to…”– “You must…”– “Do what I tell you!”– “You’re stupid!”

Aggressive people are basically insecure….. Try toavoid them.

Submissive people

• Body Language– Avoids eye contact– Stooped posture– Speaks quietly– Fidgets

• Verbal Language– “I’m sorry”– “It’s all my fault”– “Oh dear”

Submissive people have a great senseof inferiority

Assertive People

• Body language – Stands straight– Appears composed– Smiles– Maintains eye contact

• Verbal language – “Let’s”– “How shall we do this?”– “I think… What do you think?”– “I would like…”

Types of Conflict

• Within an individual • Between two individuals• Within a team of individuals• Between two or more teams • within an organization

Causes of conflict

• Conflict of aims- different goals• Conflict of ideas- different interpretations• Conflict of attitudes - different opinions• Conflict of behavior- different behaviors are

unacceptable

Stages of Conflict

• Conflict arises • Positions are stated and hardened • Actions, putting into action their chosen plan • Resolution?

Preventing Conflict

• Assess positive and negative personality traits of people involved

• Determine personality type – Aggressive– Submissive– Assertive

• Assess if people are introvert or extroverts...

Preventing Conflict

• Review past conflicts• Assess communication skills of those

involved• Read body language of participants

Preventing Conflict

• Try to reduce conflict – Realize that communication is colored by

personal experience, beliefs, fear, prejudices– Try to be neutral – Plan the timing and place of the conversation – Realize that outside stress may add to

confrontation– Eliminate/reduce external interruptions

Preventing Conflict

• Manage the language used– Neutral vs. loaded words– Reduce technical language– Allow for cultural differences in language– Words may have different meanings for different

people…ask them to elaborate

Aids to Communication

• Listen Actively • Relax• Observe body language• Develop interest in other’s interests• Ask for clarification• Plan what you are going to say

• Tailor words to person• Determine the best timing • Determine the best place• Why is the conversation necessary

Personalities who cause conflict

• Aggressor• Passive• Absentee• Error prone• Negative attitude• Chatterbox• Do nothing

Personalities who cause conflict

• Unreliable• Time waster• Resentful person

Understanding Conflict Management Styles

What is a conflict management style and why do we need to know this?

• Conflict Management Style: Form of behavior that a person practices in response to conflict with others

• When living and interacting with others on campus, you need to know how to resolve issues in different situations.

Conflict: Where does it come from?

• Goals

• Personality conflicts

• Scarce resources

• Styles

• Values

The Positive Side of Conflict

• Conflict can teach you to make the most of each situation and use it as a learning opportunity or a leadership opportunity.

• You can also use it as an opportunity to transform the situation into something better.

Five Styles of Conflict ManagementYou will experience some form of internal or external conflict while living with roommates at some point in your college career. Understanding how you handle conflict is important in helping you decide how to deal with stress and manage certain situations.

AccommodatingPeople who accommodate are unassertive and

very cooperative.

• Give in during a conflict • Acknowledge they made a mistake/decide it

was no big deal• Put relationships first, ignore issues, and try to

keep peace at any price• Effective when the other person or party has a

better plan or solution

Avoiding

People who avoid conflict are generally unassertive and uncooperative.

• Avoid the conflict entirely or delay their response instead of voicing concerns

• Can create some space in an emotional environment

• Not a good long-term strategy

CollaboratingCollaborators are both assertive and

cooperative. • Assert own views while also listening to other

views and welcoming differences• Seek a “win-win” outcome• Identify underlying concerns of a conflict• Create room for multiple ideas• Requires time and effort from both parties

Competing

People who approach conflict in a competitive way assert themselves and do not cooperate while pursuing their own concerns at another’s expense.

• Takes on a “win-lose” approach where one person

wins and one person loses• Does not rely on cooperation with the other party to

reach outcome• May be appropriate for emergencies when time is

important

Compromising

Compromisers are moderately assertive and moderately cooperative.

• Try to find fast, mutually acceptable solutions to conflicts that partially satisfy both parties

• Results in a “lose-lose” approach• Appropriate temporary solution• Considered an easy way out when you need

more time to collaborate to find a better solution

Which one is best?

There is no BEST way to handle conflict. Each conflict is different and requires a different response.

Summary • An open clash between two opposing groups (or individuals)• Why Conflict Arises• Personality A and B• Aggressive People• Submissive people• Types of Conflict• Within an individual • Between two individuals• Within a team of individuals• Between two or more teams • within an organization• Stages of Conflict • Conflict arises • Positions are stated and hardened • Actions, putting into action their chosen plan • Resolution?• Understanding Conflict Management Styles• • Which one is best?