managing conflict in an organization
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Managing Conflict in
an organization
Hasan Iqbal
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Wh at is Conflict?
Conflict is a process that begins when oneparty perceives that another party hasnegatively affected, or is about tonegatively affect, something that the first party cares about
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Why Conflict Arises
Type A Personality
Vs.
Type B Personality
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T yp e A Personalit y
Highly CompetitiveStrong PersonalityRestless wheninactiveSeeks PromotionPunctualThrives on deadlinesMaybe jobs at once
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T yp e B Personalit y
W orks methodicallyRarely competitive
Enjoys leisure timeDoes not anger easilyDoes job well but
doesn t needrecognitionEasy-going
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Aggressive Peo p leB ody language
Stiff and straight
Points, bangs tables to emphasizepointsFolds arms across body
Verbal language I want you to You must Do what I tell you!
You re stupid!
Aggressive peopleare basicallyinsecure.. Try toavoid them.
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Su bmissive p eo p le
B ody Language Avoids eye contactStooped postureSpeaks quietlyFidgets
Verbal Language I m sorry It s all my fault
Oh dear
S ubmissive peoplehave a great senseof inferiority
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Assertive Peo p leB ody language
Stands straight
Appears composedSmilesMaintains eye contact
Verbal language Let s How shall we do this? I think W hat do you think? I would like
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T yp es of Conflict
W ithin an individualB etween two individuals
W ithin a team of individualsB etween two or more teams withinan organization
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S tages of Conflict
Conflict arisesPositions are stated and hardened
Actions, putting into action theirchosen planResolution???
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Preventing Conflict
Assess positive and negativepersonality traits of people involvedDetermine personality type
AggressiveSubmissive
Assertive Assess if people are introvert orextroverts...
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Preventing Conflict
Review past conflicts Assess communication skills of thoseinvolvedRead body language of participants
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Preventing Conflict
Try to reduce conflictRealize that communication is coloredby personal experience, beliefs, fear,prejudicesTry to be neutralPlan the timing and place of the
conversationRealize that outside stress may add toconfrontationEliminate/reduce external interruptions
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Preventing Conflict
Manage the language usedNeutral vs. loaded wordsReduce technical language
Allow for cultural differences inlanguageW ords may have different meanings fordifferent people ask them to elaborate
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Aids to Comm u nication
Listen ActivelyRelax
Observe bodylanguageDevelop interest inothers interests
Ask for clarificationPlan what you aregoing to say
Tailor words toperson
Determine the besttimingDetermine the bestplaceW hy is theconversationnecessary
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Personalities w h o ca u se conflict
AggressorPassive
AbsenteeError proneNegative attitudeChatter box
Do nothingUnreliableTime wasterResentful person
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W ACem met h od
W hat s bothering you?
A - W hat do you want to Ask theperson to do?
Check in to see if what you ve askedfor can happen