CONFLICT MANAG

EMENT
HELEN PENG
BRIEF CONTENTS MANAGING NEGOTIATION

8. Managing Negotiation
MANAGING CONFLICT
9. Planning for Negotiation
10. Strategies and Tactics of Negotiation
1. Concept and Importance of Confli11. Negotiating Processes
ct
12. The Third Party Intervention-Litigation/Conc
2. Organization as Network of Relatiiliation/Arbitration
ons and Conflicts 13. Role of Power in Negotiation
3. Nature of Conflict 14. Role of Communication
4. Sources of Conflict 15. Role of Influencing Style in Negotiation
5. Processes and Dynamics of Conf16. Cross-Cultural Dimension of Negotiation
lict 17. Glimpses into Aspects of International Negot
6. Classification of Conflict iation
7. Strategy and Management of Co 18. Ethics and Negotiation
nflict 19. Negotiating with Prospective Employer
20 Some Suggested Practices to be Followed in Ne
gotiation
 CONFLICT IS AN INSEPARABLE P
ART OF OUR PERSONAL AND PROF
ESSIONAL LIVES!

T H ER E CAN BE D I F FERE NT WAYS

T O R E SOLVE C O N F L ICT.
T H E M OST E FF E C T I VE W AY SEEKS
M U TU A L AGR EE M E N T THR OUGH DIA
L O GU E AND EN D S I N A WIN-WIN
S I TU A TION.
PREFACE
MANAGING CONFLICT
PART I
 CHAPTER 1
CONCEPT AND
IMPORTANCE OF CONFLICT

HELEN PENG
CONTENTS

1. Introduction
2. Concept of Conflict
INTRODUCTION
B E T T E R E Q U I P Y O U B E T T E R TO M A N A G E C O N F L I C T S I T U AT I O N S M O R E D E E P LY AT
YOUR WORKPLACE

• Conflict is inevitable and universal phenomenon of our individual, team & organization
al life.
• Think back and recall each succeeding conflict in your life over the years has been inc
reasingly complex.
• Conflict has occupied the thinking of man more than any other theme.
• Conflict is not confined at the individual level alone but is manifesting itself more and m
ore in organizations.
• A survey suggests that the modern man spends over 20% of his/her time handing one
form of conflict or the other.
• Conflict is everywhere. At a superficial level, conflict can be categorized into “hot” (stro
ng emotions, loud voices, visible tension) and cold (suppressed emotions, tense silenc
e, invisible stress).
LEADING THROUGH CONFLICT-
E F F E C T I V E L E A D E R S T O D AY M U S T D E V E L O P T H E S K I L L S F O R T U R N I N G T H E S E D I F F E R E N C
ES INTO OPPORTU NITIES.

1) Integral vision 5 ) Conscious conversatio

2) System thinking n
3) Presence 6 ) Dialogue
4) Inquiry 7 ) Bridging
8 ) Innovation
CONCEPT OF CONFLICT
Conflict is a situation in whi
ch two people cannot agree on
the actions that one person ta
kes or that he or she doesn’t
want the other to take!
It can be defined as a disagre
ement between two or more indi
viduals or groups, with each i
ndividual or group trying to g
ain acceptance of its views or
objectives over others.
--David L. Austin
CONCEPT OF CONFLICT

 Conflict is universal The ability to understand and

 Conflict is inevitable correctly diagnose conflict is
 Conflict is normal in our life essential to managing it. Thus
 Conflict can not be totally eliminate , we can say that conflict is
d an absolutely predictable soci
 All conflicts can be managed/resolved al phenomenon and it should be
 Unresolved conflicts do not disappea channeled to useful purpose.
r by themselves
There can be harmony in conflict
WHY MANAGEMENT OF CONFLICT IS NECESSARY?

Following are the different steps of managing a conflict:

1. Understanding and Appreciating Conflict
2. Eliminating and Avoiding Conflict
3. Reducing Negative Effects of Conflict
4. Managing Conflicts for Positive Results- for Individual, Team
and Organization
WHY MANAGEMENT OF CONFLICT IS NECESSARY?

POSITIVE CONFLICT (FUNCTIONAL) NEGATIVE CONFLICT (DYSFUNCTIONAL)

• Analytical thinking • It hinders group performance, Hi

• Group cohesiveness gh employee turnover, tensions,
• Competition Dissatisfaction, climate of dist
ress and confrontation.
• New ideas
• It is estimated that over 65% of
• Creativity
performance problems result from
• Stimulation for change strained relationship between em
• Identification of weakness ployees and not from defects in
• Awareness individual employees’ skill or
• Quality decisions motivation.

• Release of tension
 WHY MANAGEMENT OF CONFLICT IS NECESSARY?
POSITIVE CONSEQUENCE
• Lead to new ideas
• Stimulates creativity
• Motivates change
• Promotes organizational vitality
• Helps individuals and groups establ
ish identities
• Serves as a safety valve to indicat
e problems
NEGATIVE CONSEQUENCES
• Diverts energy from work
• Threatens psychological well-being
• Wastes resources
• Creates a negative climate
• Breaks down group cohesion
• Can increase hostility and aggressi
ve behaviors
Positive Negative
Consequences Consequences
HOW TO DIFFERENTIATE?
Leads to new ideas Diverts energy from 1. Are the parties approaching the conflict
work from a hostile standpoint?
2. Is the outcome likely to be a negative on
Stimulates creativity Threatens psychological e for the organization?
wellbeing
3. Do the potential losses of the parties ex
ceed any potential gains?
Motivates change Wastes resources
4. Is energy being diverted from goal accomp
lishment?
Promotes organizational Creates a negative
vitality climate
5. **If the majority of the answers to above
Helps individuals and Breaks down group are YES, then is dysfunctional.
groups establish cohesion
identities
Serves as a safety valve Can increase hostility
to indicate problem and aggressive.
behaviors.