CONFLICT MANAGEMENT

WHAT IS A CONFLICT?

Opposition arising from disagreements due to inconsistent

objectives, thoughts, or emotions within or among individuals,
teams, departments or organizations.
TYPES OF CONFLICTS

Goal conflict
Cognitive conflict
Affective conflict
VIEWS ON CONFLICTS
Negative view
Positive view
Balanced view
CONFLICT MANAGEMENT
STYLES
Avoidance
Smoothing
Forcing
Compromise
collaborative
 CONFLICT MANAGEMENT STYLES

Assertive Forcing Collaboration

Persons desire
to satisfy own Compromise
concerns

Unassertive Avoidance Smoothing

Uncooperative Cooperative

Persons desire to satisfy concerns of others

 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
 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
 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
 COMPROMISE STYLE

I let other people win something, if they let me

win something
I 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
 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
 BARRIERS TO ADOPT
COLLABORATIVE STYLE
Inadequate time
When a manager is expected to be
autocratic
CONCLUSION