KHUM RAJ PUNJALI KRISHNA SIGDEL ASHISH RAI NASC Conflict Management KHUM RAJ PUNJALI KRISHNA SIGDEL ASHISH RAI NASC

Definition of conflict Negative ??? Harmful ???

Session Coverage Understanding conflict Conflicting Situations Conflict Management: What? Why and, How? Conclusion

Forethought A good manager does not want to eliminate conflict. He tries to keep it from wasting the energies of his people. If you are the boss and your people fight openly when they think that you are wrong- that’s healthy. - Robert Townsend

True or False Conflict left alone will take care of itself. Confronting an issue or a person is always unpleasant. Conflict within an organization is a sign of poor leadership. It takes two people communicating effectively to change the direction of a conflict. Contd…

True or False Conflict can be constructive. How we respond to others and situations is based on the attitude we take. Anger is always negative and destructive. Communication is 50% verbal and 50% nonverbal.

True or False Conflict is resolved once the goal switches from solving concrete problems to proving you are right and another person is wrong. Communication and emotion are two key elements of any conflict. Conflict is best dealt with in the early stages when the fewest number of people are involved. In times of conflict it is important to speak loudly and with authority in order to make a point.

Data says… It is estimated that 30% of a manager’s time is spent dealing with conflict Corporate executives are involved in litigation related activity 20% of their time. Conflicts has adverse effect on organizational productivity. - HBR, September 1994

Four Basic Psychological Needs: To be valued and treated as an individual To be not in control To have strong self-esteem To be consistent We all have these basic needs I want to be valued for who I am and what I have to offer I like to be in control of my circumstances (true for some of us more than others!) I like to feel good about myself and my abilities. I want to be treated fairly and consistently.

TRADITIONAL Views on Conflict seen as dysfunctional outcome resulting from poor communication, lack of openness & trust between people, failure of managers to be responsive to needs & aspirations of employees.

Views on Conflict Contd…. HUMANISTIC Seen as natural & inevitable outcome in any group. “All men have instinct for conflict: at least all healthy men” - Hilaire Belloc

Views on Conflict Contd…. INTERACTIONISTIC a positive force that is necessary for a group effectiveness, self critical & creative.

PROCESS in which Perception of one party being negatively affected… On an issue of importance to the perceiver

CONFLICT PROCESS FIVE STAGES I. POTENTIAL OPPOSITION OR LATENT STAGE II. COGNITION & PERSONALIZATION III. INTENTION IV. BEHAVIOR V. OUTCOMES

STAGE I: POTENTIAL OPPOSITION/INCOMPATABILITY Conditions Ambiguous Communication. Structure in terms of size, degree of specialization, role clarity & centralization of authority, degree of dependence between groups. Personal variables. {This stage indicates presence of conditions that create opportunities for conflict to arise.}

Stage II: PERCEPTION & AWARENESS PERCEIVED CONFLICT awareness by one or more parties of the existence of conditions that create opportunities for conflict to arise. Not personalized. FELT CONFLICT getting emotionally involved in a conflict creating anxiety, frustration or hostility. {This is the stage where conflict issues get defined & parties decide what the conflict is all about. It also brings forth the emotional linkages to the issue.}

Thomas, K.W. & Kilman, R.H. Thomas-Kilman Conflict Mode Instrument

Conflict Handling Intentions Stage III: INTENTIONS Conflict Handling Intentions COMPETING: Desire to satisfy one’s interest regardless of impact of other party to the conflict. COLLABORATING: Desire to satisfy fully concerns of all parties. AVOIDING: Desire to withdraw or suppress a conflict. ACCOMODATING: willingness to place opponent’s interests above own. COMPROMISING: Willingness to give up something.

Collaborating Competing Compromising Avoiding Accommodating Cooperativeness Assertiveness Accommodating Avoiding Competing Collaborating Compromising

Stage IV: BEHAVIOUR Minor Disagreement or misunderstanding Overt questioning or challenging of others Assertive verbal attacks Threats & ultimatums Aggressive physical attacks Overt efforts to destroy the other party

Stage V: OUTCOMES FUNCTIONAL OUTCOMES IMPROVES QUALITY OF DECISIONS, STIMULATES CREATIVITY & INNOVATION, ENCOURAGES INTEREST & CURIOSITY, OPEN COMMUNICATION, TRANSPARENCY, FOSTERS ENVIRONMENT OF SELF EVALUATION & CHANGE.

OUTCOMES Contd…. DYSFUNCTIONAL OUTCOMES DISSOLVE COMMON TIES, DISCONTENT , DESTRUCTION OF GROUP.

CONFLICT MANAGEMENT USE OF RESOLUTION , PREVENTION AND STIMULATION TECHNIQUES TO ACHIEVE THE DESIRED LEVEL OF CONFLICT

Why Conflict Management? “An eye for an eye makes the whole world blind” - Mahatma Gandhi 27

CONFLICT RESOLUTION TECHNIQUES PROBLEM SOLVING EXPANSION OF RESOURCES AVOIDANCE SMOOTHING COMPROMISE AUTHORITATIVE COMMAND ALTERING THE HUMAN VARIABLE ALTERING THE STRUCTURAL VARIABLES Face to face open discussions Create win-win situations Withdraw or suppress Playing down differences Giving up something of value Using formal authorit Training for attitudinal change Changing formal structure& interaction patterns

WHEN TO USE DIFFERENT CONFLICT RESOLUTION APPROACHES APPROACH WHEN COMPETING IMPORTANT ISSUES, SURE OF BEING RIGHT. ACCOMMODATING DISPUTES THAT ARE OF FAR GREATER IMPORTANCE TO THE OTHER GROUP THAN THEY ARE TO YOUR GROUP. PROBLEM SOLVING WHEN BOTH GROUPS ARE WILLING TO INVEST TIME & EFFORT TO REACH A RESOLUTION THAT MAXIMIZES OUTCOME AVOIDING TEMPORARY EXPEDIENT TO BUY MORE TIME COMPROMISING MIDDLE GROUND –BACK UP APPROACH WHEN ALL APPROACHES FAIL TO RESOLVE ISSUE

Conflict Prevention Techniques Super ordinate goals Reducing interdependence Exchange of personnel Liaison group or integrators

CONFLICT STIMULATION TECHNIQUES COMMUNICATION INTRODUCE NEW BLOOD RESTRUCTURING ORGANIZATION APPOINTING DEVIL’S ADVOCATE Using ambiguous or threatening messages With values conflicting with group Realigning work groups, altering rules , interdependence Designating a critic to argue against majority positions

To sum up Conflict is inevitable phenomenon Human and non human factors are responsible for conflict Functional conflict positively contribute to performance Conflict handling intentions and conflict resolution/stimulation techniques need to be used appropriately

Concluding remarks “Peace is not the absence of conflict, but the ability to cope with it” -Gandhi