Conflict resolution

Session objectives
At the end you are expected to;
• Define conflict.
• Understand the various types of conflict
• Describe the causes of conflict
• Understand conflict management approaches
• Explain conflict resolution models
 Conflict Resolution
• Conflict is when two or more values,
perspectives and opinions are contradictory in
nature and haven't been aligned or agreed.
• It is the perceived incompatible differences that
result in interference or opposition.
• Conflict exists in situations where goals,
interests or values of people are incompatible
and they block other’s efforts to achieve their
goals.
• It is natural and inevitably arise
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 VIEWS OF CONFLICT

Traditional view:
• The belief that all conflicts are harmful and must
be avoided
Human relations view:
• The belief that conflict is a natural and inevitable
outcome in any group
Integrationist view:
• The belief that conflict is not only a positive force
in group but that it is absolutely necessary for a
group to perform effectively
Types of conflict

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 Conflict…
1. Interpersonal Conflict: between individuals
based on differing goals or values.
2. Intragroup Conflict: occurs within a group or
team.
3. Intergroup Conflict: occurs between 2 or more
teams or groups.
4. Interorganizational Conflict: occurs across
organizations. Managers in one firm may feel
another is not behaving ethically.
• Managers play a key role in resolution of this
conflict
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Conflict….

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 Sources of Conflict
1. Different goals and time horizons: different
groups have differing goals.
2. Overlapping authority: two or more managers
claim authority for the same activities.
3. Task Interdependencies: one member of a
group fails to finish a task that another depends
on.
This makes the worker that is waiting fall
behind.

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 Sources of Conflict
4. Incompatible Evaluation or reward system:
• workers are evaluated for one thing, but are
told to do something different.
5. Scarce Resources: managers can conflict with
scarce allocation of resources.
6. Status inconsistencies: some groups have
higher status than others.
• Leads to managers feeling others are favored

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 Outcomes of conflict
Functional Outcomes
– Conflict may stimulate innovation, creativity, and
growth
– Organizational decision making may be improved.
– Alternative solutions to a problem may be found.
– Conflict may lead to synergistic solutions to common
problems
– Individual and group performance may be enhanced
– Individuals and groups may be forced to search for
new approaches
– Individuals and groups may be required to articulate
and clarify their positions
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 Outcomes…
Dysfunctional Outcomes
– Conflict may cause job stress, burnout, and
dissatisfaction.
– Communication between individuals and groups
may be reduced.
– A climate of distrust and suspicion can be
developed.
– Relationships may be damaged.
– Job performance may be reduced.
– Resistance to change can increase.
– Organizational commitment and loyalty may be
affected.
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 Conflict Management
Conflict management is
• The use of strategies and tactics to move all
parties toward resolution
• Within organizations, it is the manager who
most often manages conflicts and who is most
responsible for dealing with them

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 Conflict resolution approaches
1. Traditional approaches
• Mediation
– aims to bring about a middle-ground, mutually
acceptable decision or solution.

– people are brought together to talk about their

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 Conflict resolution approaches…
• Arbitration
– the arbitrator listens to all sides of an issue as the
different parties in conflict are encouraged to state
their positions.
– The arbitrator reviews the evidence and then makes
a decision or agrees to a solution.
– Usually, the arbitrator’s decision is binding for all
individuals and groups involved.
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 Conflict resolution approaches…
2. The modern approach
a) Win-Lose method
• Personal goals are satisfied at another expense
through the use of authorities
b) Lose-Lose Method
• Neither party being truly satisfied
• With no clear winner
• Both parties pay the costs

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 Conflict resolution approaches…
c) Win - Win method
• The most constructive resolution but most
difficult to reach.
• Finally settle the most mutually beneficial
solution
• Ideal approach

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 1. Avoiding or Inaction
• Denial of the existence of conflict or
unwillingness to deal with the issues
“No way”
You may be using this style if you:
1. Avoid situations that create tension
2. Avoid controversy
3. Avoid open discussions of issues or concerns
4. Postpone difficult negotiations

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 2. Accommodator
• Low assertiveness but high social interaction
• The goal is to let the other party win
• Giving the other side what they ask or demand
“Your way”
You may be using this style if you:
1. Focus on other parties concerns more than your
own
2. Trying to help the other party even when it
means giving something up
3. Trying to keep the other party happy
4. Trying not to hurt the other parties feelings 19
 3. Competitor
• You would probably do this only if you believe the cause is
important and your position is correct.
• You take a win-lose approach and fight to win your own points as
long as possible.
• Adopted when other strategies of conflict resolution are not
workable
Advantages:
• Asserting your position
• Possibility of a quick victory
• Self-defense
Disadvantages:
• Sets a pattern about use of power
• May increase power differential, harm relationships
• Doesn’t build ownership, may create resistance
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 4. Collaborator/problem solving
• High assertiveness and high social interaction
• The goal is to find a win/win solution
• You confront conflict directly.
• You communicate your feelings as well as facts so that
there is a basis for understanding and working through the
conflict.
“Our way”
You are negotiating with a collaborating style if you:
1. Bring issues into the open.
2. Issues are important to both parties.
3. Looking for creative solutions.
4. Seek to build trust and satisfy both parties.
5. Exchange information and ideas freely
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 Conflict resolution Continuum

▪ I win, you lose (competition—A)

A B C D

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 Tips for Managing Workplace Conflict
❖Build good relationships before conflict occurs
❖Do not let small problems escalate; deal with them
as they arise
❖Respect differences
❖Listen to others’ perspectives on the conflict
situation
❖Acknowledge feelings before focusing on facts
❖Focus on solving problems, not changing people
❖If you can’t resolve the problem, turn to someone
who can help
❖Remember to adapt your style to the situation and
persons involved
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 Agreement!!
.

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