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CONFLICT MANAGEMENT

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WHAT IS A CONFLICT?

Opposition arising from disagreements due to inconsistent

objectives, thoughts, or emotions within or among individuals,

teams, departments or organizations.

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TYPES OF CONFLICTS

Goal conflict

Cognitive conflict

Affective conflict

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VIEWS ON CONFLICTS

Negative view Positive view

Balanced view

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CONFLICT MANAGEMENT

STYLES

Avoidance

Smoothing

Forcing

Compromise

collaborative

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CONFLICT MANAGEMENT STYLES

Assertive

Unassertive

Uncooperative Cooperative

Forcing

Avoidance

Collaboration

Smoothing

Persons desire

to satisfy own

concerns

Persons desire to satisfy concerns of others

Compromise

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AVOIDANCE STYLE

I dont have enough time

I dont have enough facts

Perhaps the best way is to proceed

as you think best

Criticism: The conflict is not solved

Example situations where avoidance style is appropriate

Minor issues

Inadequate facts and power

Others can more effectively resolve the conflict

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SMOOTHING STYLE

If it makes others happy, I wont challenge their

views

I dont want to hurt the feelings of others

We should not risk our friendship, so lets not

worry too much about the problem, things will

work out

Criticism: It encourages individuals to cover-up or gloss over

their feelings

Example situations where smoothing style is appropriate

Emotional conflicts

Talented employees

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FORCING STYLE

If you dont like the way things are run get out

If you cant learn to cooperate, I am sure others who

will, can be hired

Criticism: The subordinates interests are ignored. The conflict is

not analysed

Example situations where forcing style is suitable

Inadequate time

Stopping people from taking advantage of him/her

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COMPROMISE STYLE

I let other people win something, if they let me

win somethingI try to find out a position between theirs and

mine

Criticism: people may encourage compromise on stated issues

rather than on real issues

Example situations where compromise style is acceptable

It is not possible to achieve a win-win agreement

When conflicts block important agreements

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COLLABORATIVE STYLE

I try to get all view points & issues out in the

open

Best alternatives must be arrived through

analysing

Criticism: It is not suitable when win-win situation is not

possible

Example situations where this style is appropriate

The parties disagree over the best means to achieve the common

goals

When there is a need for high-quality decisions

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BARRIERS TO ADOPT

COLLABORATIVE STYLE

Inadequate time

When a manager is expected to be

autocratic

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CONCLUSION