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Conflict Management
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Definition of Conflict
It is a process that begins when one party perceives that
another party has negatively affected or is about to negatively
affect something that the first party cares about.
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Views on conflict
Traditional view
Human Relations view
Interactionist View
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Types of conflict
Functionalsupport the goals of the group and improves its
performance
Dysfunctionalconflict that hinders group performance
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Levels of Conflict
Conflict can occur at three levels namely:
Individual levelintra individual conflict
Interpersonal levelinterpersonal conflict
Group or organisational level
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Intra individual conflict
Within every individual there are usually
A number of competing needs and roles
A variety of ways that drives and roles can be expressed
Many types of barriers that can occur between the drive and the
goal
Both negative and positive aspects attached to desired goals
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Causes of intra individual conflict
Conflict due to frustration
Goal Conflict
Role Conflictmay be conflict between personality of the
person and the expectations of the role
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Interpersonal Conflicts
Sources of Interpersonal Conflicts
Personal differences
Information deficiency
Environmental stress
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Analysing Interpersonal conflicts
The Johari Window
(Joseph Luft and Harry
Ingham)
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Johari window four regions
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Importance of Johari Window
Points out possible interpersonal styles
Can be used to sort out possible interpersonal conflict
situations
E.g for hidden selfcan increase trust through disclosure but it
must be worth the cost
To decrease blind selflook for feedback from the other persons.
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Conflict Resolution
Competing
A desire to satisfy ones interests, regardless of the impact on
the other party to the conflict.
Collaborating
A situation in which the parties to a conflict each desire tosatisfy fully the concerns of all parties.
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Conflict resolution
Avoiding
The desire to withdraw from or suppress a
conflict.
Accommodating
The willingness of one party in a conflict to place
the opponents interests above his or her own.
CompromisingA situation in which each party to a conflict is
willing to give up something.
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How to deal with interpersonal
conflicts? Model the attitudes and behaviours you want your employees
to emulate
Identify the source of conflict, structural or interpersonal
Focus on tasks, not personalities
Address the conflict in a timely way
Learn from conflict
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Intergroup conflict
Competition for resources
Task interdependence
Jurisdictional ambiguity
Status struggle
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