GENERAL DEFINITION OF CONFLICT

• Conflict is broadly viewed as a breakdown in the standard mechanism of decision- making.

Or

• Appearance of difference, difference in opinions, and interests.

DEFINITION OF CONFLICT

Conflict is a natural disagreement resulting from individuals or groups that differ in attitudes, beliefs, values or needs. It can also originate from past rivalries and personality differences.

SOURCES OF CONFLICT

• Wants and Needs Differ

• Values Differ

• Knowledge Expectations Differ

• Differences in Race, Gender, Ethnicity, Religion, and Age

• Assumptions/Perceptions

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SOURCES OF CONFLICTS• Personality Clash

• Personal, or Group Interest

• Tension and Stress

• Power and Influence

Type A PersonalityType A Personality Type B PersonalityType B Personality

EFFECTS OF CONFLICTS

TYPES OF MANAGER THAT CAUSES WORK PLACE CONFLICTS

• Poor Communication

• Resources

KEY MANAGERIAL ACTION TO MINIMIZE CONFLICTS

• Job Reviews

• Building of Rapports

• Quality Work Life

• Work Life Balance

• Personal Development

• Employee Connect

STRATEGIES FOR MANAGING CONFLICTS

• Individual Coping Strategies– Exercise– Relaxation– Behavioral Self-Control– Cognitive Therapy– Networking

• Organisational Coping Strategies

• Questions to ask:– How important is the relationship?– How important is the incident?– How will I feel if I do/don’t confront?– What is the likely outcome?

• Negotiation Skills:– Diagnosis – Ability to determine the nature of the

Conflict– Initiation - Influencing someone to change a behavior

that may be causing the problem– Listening - The ability to hear the others point of view

OTHER COPING STRATEGIES

• Acknowledge the situation

• Get all the information

• Take your time-be patient

• Focus on the problem, not the individual

• Keep talking; keep listening

MANAGING CONFLICTS

• Within Self– Understand the Conflict– Discuss…. Discuss…. Discuss– Know Yourself

• Within Others– Know – Manage

BENEFITS OF COPING WITH CONFLICT

• Deals with reality

• Tries to change and/or solve problem

• Confronts the real problem

• Keeps identity and role separate