CONFLICT PROCESS & CONFLICT HANDLING

WHAT IS CONFLICT?

Conflict is a disagreement through which the parties involved perceive a threat to their needs, interests or concerns.

Substantive Conflict

Emotional Conflict

IMPORTANT FACTORS IN CONFLICT

DisagreementDisagreement

Parties involvedParties involved

Perceived ThreatPerceived Threat

Needs, interests, concern Needs, interests, concern

CONFLICT MUST BE PERCEIVED TO EXIST!

Objective Condition

Conflict No Conflict

Perceived

Conflict

Conflict Open Conflict False Conflict

No Conflic

tLatent Conflict No Conflict

PERCEPTUAL FILTERS

Culture, race & ethnicity

Gender&Sexuality

Knowledge (General & Situational)

Impression of the messenger

Previous experiences

DIFFERENT VIEWS OF CONFLICT

Traditional View

Human Relations View

Interactionist View Functional Conflict

Dysfunctional Conflict

DYSFUNCTIONAL CONFLICT

Task Conflict; relates to the content and

goals of the work

Relationship Conflict; focuses on interpersonal

relationship.

Process Conflict ; relates to how the

work gets done.

CONFLICT&UNIT PERFORMANCE

INTERNAL: The conflict a person has with themselves.

PERSONAL: This is between the person and his closest people. .

SOCIAL: Social Conflict is between the doctor and his patient.

FORMS OF CONFLICT

Sources of Conflict• Economic conflict involves competing

motives to attain scarce resources. • Value conflict involves incompatibility

in ways of life, ideologies – the preferences.

• Power conflict occurs when each party wishes to maintain or maximize the amount of influence.

FORMS OF CONFLICT IN THE ORGANİZATION

Individual Conflict Interpersonal Conflict Intergroup Organisational

Conflicts

Threats to Threats to status:status:

Lack of trust:Lack of trust:

• Status or the social rank of a person in a group, is very important to many individuals.

• Every continuing relationship requires some degree of trust—the capacity to depend on each other’s word and actions.

Personality Personality Clashes Clashes

• Not everyone feels, thinks or acts alike.

Sources of Interpersonal Conflict

Sources of Interpersonal Conflict

AmbiguityAmbiguity

Intergroup Intergroup differencesdifferences

Conflict can also arise where there is ambiguity regarding

Within an organisation there are set resources that departments must compete for to initiate

InterdependencInterdependenciesies and shared and shared

resourcesresources

Departments who are in competition for these scarce

resources may come into conflict

more

Sources of Intergroup Conflict

Sources of Intergroup Conflict

Levels of Conflict

LEVEL1LEVEL1::

LEVEL2LEVEL2::

LEVEL3LEVEL3::

LEVEL4LEVEL4::

LEVEL5LEVEL5::

Problem to Solve

Disagreement

Contest

Fight / Flight

Intractable

The Conflict ProcessThe Conflict Process

• Stage 1– Potential Opposition

• Factors are present that can lead to conflict

– Communication– Structure– Personal variables

The Conflict Process

The Conflict Process

• Stage 2– Cognition and Personalization

• Awareness of conditions in stage 1• The conditions cause some sort of

frustration

STAGE III: INTENTIONS

Assertive

  Competing   Collaborating

 

Compromising 

 

  Avoiding   Accommodating

Unassertive

Uncooperative Cooperative

STAGE IV: BEHAVIOR

Verbal,written, even physical attacks

STAGE V: OUTCOMES

The Effects on RelationshipsWithin groups

Increased group cohesiveness

Emphasis on loyalty

Rise in autocratic leadership

Focus on activity

STAGE V: OUTCOMES

Between groups“we-they” attitudes

Distorted perceptions

Decreased communication

CONFLICT MANAGEMENT

Conflict Resolution

Conflict Stimulation

CONFLICT MANAGEMENTResolving Conflict

Develop superordinate goals

Expanding the supply of critical resources

Clarify existing relationships

Modify existing relationshipsDecoupling Mechanisms

Slack resources

Self-contained task

CONFLICT MANAGEMENT

Resolving ConflictPower

Challenger disaster

CONFLICT MANAGEMENT

Conflict StimulationBringing outside individuals into the group

Altering the organization’s structure

Stimulating competiton

Programmed conflictDevil’s advocacy

Prepared by:

Tuğba Demirtaş Levent Doğancı Duygu Özdemir

Thank You ...