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Working with Conflict: Skills and Strategies for Action, Zed Books.
Fred Luthans, 1992, Organizational behavior, McGraw-Hill, New Delhi.
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Keith Davis, 1967, Human behavior at work, McGraw-Hill, New Delhi.
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Lipsky, D.B., and Seeber, R.L. (2006) ‘Managing Organizational Conflicts’, in J.G.
Oetzel and S. Ting-Toomey (eds.) The Sage Handbook of Conflict
Communication: Integrating Theory, Research, and Practice. Thousand Oaks,
CA: Sage, pp. 359-390.
Lipsky, D.B., Seeber, R.L., and Fincher, R.D. (2003) Emerging Systems for Managing
Workplace Conflict: Lessons from American Corporations for Managers and
Dispute Resolution Professionals. San Francisco, CA: Jossey-Bass.
M. Afzalur Rahim, 2001, Managing Conflict in Organizations, Greenwood Publishing
Group, USA.
M. Deutsch, P. T. Coleman, & E. Marcus (Eds.), The Handbook of Conflict Resolution:
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Handbook of Conflict Communication: Integrating Theory, Research, and
Practice. Thousand Oaks, CA: Sage, pp. 293-325.
P. Subba Rao, 2008, Management And Organisational Behaviour (text, Cases &
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Peter Murray, David Poole, Grant Jones, 2006 Contemporary Issues in Management
and Organisational Behaviour, Cengage Learning, Australia.
Pruitt, D.G., & Rubin, J.Z. (1986). Social conflict. McGraw-Hill, New York.
Putnam, L.L. (2006) ‘Definitions and Approaches to Conflict and Communication’, in
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Communication: Integrating Theory, Research, and Practice, Thousand Oaks,
CA: Sage, pp. 1-32.
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Communication: Integrating Theory, Research, and Practice, Thousand Oaks,
CA: Sage, pp. 1-32.
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Putnam, L.L., and Boys, S. (2006) ‘Revisiting Metaphors of Organizational
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Rahim, M.A. (1986). Managing conflict in organizations. New York: Praeger.
Rahim, M.A. (1992). Managing conflict in organizations (2nd ed.). Westport, CT:
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Stephen P .Robbins, Timothy A.Judge, Seema Sanghi, 2009, Organizational
Behaviour, Pearson Prentice Hall, New Delhi.
Stephen P. Robbins, 1974, Managing organizational conflict : a nontraditional
approach, Prentice-Hall, New Delhi.
Stephen P. Robbins, 2001, Organizational Behavior, Prentice Hall, New Delhi.
Stephen P. Robbins, Managing Organizational Conflict (Englewood Cliffs, New
Jersey: Prentice-Hall, 1974).
Thomas, K. W. (1976) ‘Conflict and conflict management’, in Dunnette, M. D. (ed.)
Handbook of Industrial and Organizational Psychology, Chicago, IL: Rand
McNally, pp. 889–935.
ARTICLES
Brewer N, Mitchell P, Weber N, 2002. Gender role, organizational status, and conflict
management styles. The International Journal of Conflict Management, 13 (1):
78-94.
De Dreu, C.K.W., van Dierendonck, D., and Dijkstra, M.T.M. (2004) ‘Conflict at Work
and Individual Wellbeing’, International Journal of Conflict Management, Vol.
15(1), pp. 6-26.
Henry O. 2009, Organizational Conflict and its effects on Organizational Performance.
Research Journal of Business Management, 2 (1): 16-24.
Meyer, S. (2004) ‘Organizational Response to Conflict: Future Conflict and Work
Outcomes’, Social Work Research, Vol. 28(3), pp. 183-190.
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Nemeth, C.J., Personnaz, B., Personnaz, M., and Goncalo, J.A. (2004) ‘The Liberating
Role of Conflict in Group Creativity: A Study in Two Countries’, European
Journal of Social Psychology, Vol. 34, pp. 365-374.
Pinkley, R.L. (1990) ‘Dimensions of Conflict Frame: Disputant Interpretations of
Conflict’, Journal of Applied Psychology, Vol.75, pp. 117-126.
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Communication yearbook 6 (pp. 629–652). Newbury Park, CA: Sage.
Rahim, M.A. (1983). A measure of styles of handling interpersonal conflict. Academy
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INTERNET SOURCES
www.eeoc.gov/stats/harass.html.
http://smallbusiness.chron.com/conflict-resolution-approaches-workplace-2838.html
http://www.beyondintractability.org/essay/complex_adaptive_systems/.
http://mediate.com.
http://workforce.com.
http://www.entrepreneur.com
http://www.hindu.com
http://www.newsclick.com
http://www.hindustantimes.com
http://www.adigear.com
http://www.ndtv.com/article/india/maruti.workers-strike
http://www.smetimes.tradeindia.com
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ANNEXURE
Questionnaire
A Study on Management of conflict at Amara Raja Group of companies, Tirupati
Research Guide Research Investigator
Dr.T.Subbarayudu, M.A(I.R&P.M)., PhD.,
M.A (Human Rights&SA)
Professor of HRM, Head,
Department of Human Resource
Management,
AndhraUniversity,
Visakapatnam.
G.Anupama, MHRM.,
Research Scholar,
Department of Human resource
Management,
Andhra University,
Visakapatnam.
The study is undertaken as a part fulfillment of the PhD in Human Resource
Management of Andhra University, Visakapatnam. The study aims at examining “The
Employees (Managers and Supervisors) approach towards conflict management.” We
request you to fill in the questionnaire by following the instructions. This diagnostic
questionnaire is easy to complete and provides valuable insight into how the
organizations’ employees understand and deal with a conflict. The questionnaire
focuses on various variables such as culture, procedures and options, rewards and
consequences, support structures, skills and Knowledge and expectations, awareness
which influence the organization’s conflict management system under study.
The responses will be recorded below on five point scale and responses of
particular importance are the yes/no questions which will be used to generate a graphic
representation of the organizations conflict management health to make the present
research.
Remember your responses alone make the study meaningful. Kindly cooperate
by providing answers that are authentic and appropriate.
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The responses collected will be kept under strict confidentiality and will
only be used for my study (Research) purpose.
Personal details:
Name: _____________________________________________________
Age: ______________________________ Gender: ________________
Designation: ________________________________________________
Educational Qualification: Technical/Non-technical:
Number of Employees in the Department concerned: ________________
Years of service in the present organization: _______________________
1. There is a need to document conflict Management policy in employee
handbook.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
2. In this organization, general area of conflict is interpersonal grievances.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
3. In this organization, Managers and Supervisors are resourceful in handling
conflicts at work place.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
4. In this organization, the training policy includes conflict management as
priority area.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
5. In the present organization the interpersonal relationships among the employees
are good.
a) Strongly agree b) Agree c) Neutral
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d) Disagree e) Strongly disagree
6. In the present organization, the resources are there for conflict management.
a) Highly sufficient b) Moderately Sufficient c) Neutral d) Moderately insufficient e)
Highly insufficient
7. Experience is an important factor in conflict management.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
8. I prefer the conflicts to be handled through the following method
a) Grievance procedure b) Investigation c) Peer Review d) Internal Mediation
9. In this organization, the general areas of conflict are
a) Task oriented b) Turnover c) Inter personal grievances
d) Absenteeism e) Any other reason
10. I prefer the following resource person to handle the conflicts at workplace
a) Immediate supervisor b) Training Manager c) HR Manager d)Mediator
11. I am satisfied with the procedures available to handle the full range of
disputes that occur.
a) Extremely satisfied b) Satisfied c) Neutral d)
Dissatisfied e) Extremely dissatisfied
12. I am satisfied with the processes designed by the management in resolving
conflicts at work.
a) Extremely satisfied b) Satisfied c) Neutral
d) Dissatisfied e) Extremely dissatisfied
13. Conflict is a great opportunity to change.
a) Strongly agree b) Agree c) Neutral d)
Disagree e) Strongly disagree
14. I consider relationships are important for conflict management.
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a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
15. I accept feedback given by my superior is unbiased for my performance.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
16. I always react to a conflict positively.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
17. I have complete awareness desirable conflict management behavior.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
18. I am satisfied with the conflict management values known and shared.
a) Extremely satisfied b) Satisfied c) Neutral
d) Dissatisfied e) Extremely dissatisfied
19. I am provided with training methods and techniques to manage conflicts at
work place.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
20. I agree that I am well thought-out to be the part and parcel by the
management to share the values related to the conflicts in the organization.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
21. I am satisfied with the existing procedures and their consistency.
a) Extremely satisfied b) satisfied c) Neutral d)
dissatisfied e) Extremely dissatisfied
22. I agree that the Conflict management is a core competency in the
organization.
a) Strongly agree b) Agree c) Neutral
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d) Disagree e) Strongly disagree
23. I agree that people of our organization know about the procedures
available.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
24. I agree that all the people know how to use the procedures for conflict
management?
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
25. I feel these techniques of conflict resolution are effective.
Ser. No. Techniques Highly agree agree Neutral disagree Highly disagree
1 Mediation
2 Arbitration
3 Conciliation
4 Negotiation
26. My organization has the resources (time, money, and people) to deal with
conflict?
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
27. My organization has a senior management champion to deal with conflicts?
a) Strongly agree b) Agree c) Neutral d)
Disagree e) Strongly disagree
28. Employees in my organization feel they have someone to talk to in
confidence.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
29. I agree that there is an evaluation program on conflict management in
place.
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a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
30. Disputants can air their grievances fully in their own terms without
consequences.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
31. Disputants can participate in decision-making and shaping dispute
resolution outcomes.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
32. People do get feedback and information they need when they need it.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
33. Organization rewards a collaborative approach to conflict resolution.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
34. Performance reviews consider conflict management and resolution skills.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
35. There are consequences for conflict avoidance.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
36. I provide people with feedback and information when they need it.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
37. I feel inter-personal relationships are important for conflict management.
a) Strongly agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
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ABSTRACT OF CORRECTIONS
Ser.
No.
Changes Suggested
Changes Incorporated
1
Questionnaire attached as annexure has 32
questions and it is mentioned in the study as
37
The questions are incorporated in
the questionnaire. Altogether there
are 37 questions in the
questionnaire.
2
In page number 35, conflict management in
Indian scenario, Julie Gatlin, Allen
Wyoscki’s eight causes of conflict were
highlighted. At the end of the chapter in
references, no reference is added regarding
this issue.
In page number 35, conflict
management in Indian scenario,
Julie Gatlin, Allen Wyoscki’s eight
causes of conflict were highlighted.
The reference mentioned is
incorporated in the references at the
end of chapter-II.
3
In page no. 40 the total number of industrial
disputes disposed through the conciliation
machinery in Andhra Pradesh is mentioned
as four, but 7 years information is given and
there is no analysis done.
In page no.40, the changes are made
by modifying the number of years
from 4 to 7 and an analysis for the
same is added to the table no. I.4
4
In page no. 40 , strikes, lock-outs, and man-
days lost are mentioned as four years but 7
years information is given in the report and
interpretation is not done
In page no.40, the number of years
is changed from 4 to 7 and
interpretation is made to the related
table no.I.5
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5
Sources of the tables are not mentioned
which is mandatory.
Sources are mentioned for each
table and changes are made
accordingly.
6
Many abbreviations’ were used like EEOC,
PERC, NCR, CPP, POSCO, JNNURM, and
L.E.T & F in Chapter no. I and no
elaborations were given in the abbreviations
column
The changes are made accordingly
and the expansion of all the
abbreviations are incorporated in
the abbreviation column and also in
chapter-I
7
In Chapter-I, page no.55, 56 references
nos.78, 83 were repeated and reference
nos.82 and 84 are same.
In Chapter-I, page no.55, 56
references nos.78, 83 were repeated
and reference nos.82 and 84 are
rectified and changed accordingly.
Reference nos. 83 and 84 are
removed.
8
In Chapter-I, page no.55, reference nos. 71
and 73 are same
Repetition of the references is
changed accordingly by removing
the repeated reference no.73
9
In Chapter-I, page nos. 54, 55, reference
nos. 54 and 68 are same
Repetition of the references is
changed accordingly by deleting the
repeated reference no.68
10
In Chapter-I, page no. 53 reference nos.
44,45,and 46 are same.
Repetition of the references is
changed accordingly by removing
the repeated reference nos. 45 and
46.
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11
In Chapter-I, page no.51 reference nos. 23
and 81 are same and reference nos. 52 and
55 are same.
In Chapter-I, page no.51 references
nos.23 and 81 were repeated and
reference nos.52 and 55 are rectified
and changed accordingly. Reference
nos. 81 and 55 are removed.
12
In the questionnaire five point scales has
been used as strongly agree, agree, neutral,
disagree, highly disagree and extremely
satisfied, satisfied, neutral, dissatisfied a,
extremely dissatisfied, but during the
analysis, low-moderate-high, negative-
neutral- positive, fair-good- excellent,
insufficient- moderately sufficient-highly
sufficient, none-few- many were used
which are differing from questionnaire
options.
For the analysis, the researcher has
re- categorized the obtained
quartiles. Up to Ist quartile, it is
mentioned as ‘Low’, From I to II
quartile, the scores are categorized
as ‘Moderate’ and above III
quartile, quoted as High.
All the options mentioned in the
questionnaire are changed basing on
the nature of the variable, but the
score criteria are same.
13
In the Analysis Chapter, question nos. V:18,
V:19, V:20 options analyzed were
grievance procedure- investigation- peer
review- internal mediation, Task oriented-
turnover- interpersonal grievances-
absenteeism- any other reason, Immediate
supervisor – Training Manager- HR
Manager – Mediator, but these options were
not available in the questionnaire.
The related questions for figures V:
18, V: 19, V: 20 are incorporated in
the questionnaire accordingly.
Question numbers 8,9,10 are added
to the questionnaire.
14
In page no.139, the statement written as
there is a significant impact of respondents’
age on the awareness of the conflict
management procedures at Amara Raja
The study is on Amara Raja Group
of Companies and the changes are
made to the statement in page
no.139 consequently.
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Batteries Limited. (Whether the study is on
Amara Raja Group of Companies or Amara
Raja Batteries Limited
15
In Review of Literature references nos.26,
27, 34, 39, 40, 44, 64, 65, 67, 68, 69 to 81
were not clearly written.
In Review of Literature, reference
nos. 34, 39, 40, 64, 65, 70, 75, 79,
80, 81 are removed. Reference
nos.26, 27, 44,67,68,69,
71,72,73,74,76,77,78 are restated
clearly.
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