Mgt 4310 Conflict Tensions at Work

Conflict Develops when a person or group believes that its interests or the achievement of its goals are being frustrated or blocked Develops when a person or group believes that its interests or the achievement of its goals are being frustrated or blocked

Structural Causes of Conflict Group Identification and Competition Group Identification and Competition –Differentiation –Goal incompatibility –Task interdependence –Power differences –Ambiguity –Scarce resources

Interpersonal Causes of Conflict Poor communication Poor communication Attributions Attributions Distrust Distrust Grudges Grudges Personal characteristics Personal characteristics

Role Conflict The roles people are expected to play The roles people are expected to play –The different statuses they assume –The values they hold and the norms they display –The various sources of identity available to people Role conflict occurs when a person is faced with incompatible role expectations Role conflict occurs when a person is faced with incompatible role expectations –when the norms/identity/status that are consistent with one role prevent us from behaving in accordance with the norms/identity/status consistent with another role.

Role Conflict Participation is the amount of time spent in a role Participation is the amount of time spent in a role Commitment and values expectations reflect the importance of the role to the individual, and the degree to which the individual can meet their needs through that role Commitment and values expectations reflect the importance of the role to the individual, and the degree to which the individual can meet their needs through that role Satisfaction in life is related to role congruence, which is the amount of congruence between the level of participation in each life role and the level of commitment to and valuing of that role. Satisfaction in life is related to role congruence, which is the amount of congruence between the level of participation in each life role and the level of commitment to and valuing of that role. If an individual highly values and is highly committed to the family role, but only participates in this role 5% of the time, that individual will be less satisfied with life than an individual with greater congruence. If an individual highly values and is highly committed to the family role, but only participates in this role 5% of the time, that individual will be less satisfied with life than an individual with greater congruence.

Domains of role conflict Work interference with home life Work interference with home life –work–family conflict was significantly related to marital satisfaction but not to work satisfaction  Both relate to life satisfaction – –Both men and women reported that their most rewarding role was the parent role, however they differed in what they considered to be their most stressful life role. Women reported that the parent role was most stressful, whereas men reported that the career role was most stressful.

Domains of role conflict Home and social life interference with work Home and social life interference with work –Personal phone calls, s, surfing the net, non-work discussions etc –Creates the desired level of life balance –To meet time demands from different roles –Rationalized as convenience, culturally accepted, to provide self-rewards

Domains of role conflict Balancing work and family/social life Balancing work and family/social life –View work through the personal lens  Use questionnaires, meetings to assess work practices that are interfering and unnecessary  Question the underlying cultural assumptions (staying late means commitment) –Set up experiments that are oriented toward the dual agenda  Changes in organizational structures, reward systems and norms –Assess and implement

Domains of role conflict Romance at the office Romance at the office –Distractions created by conflict between emotional/social roles and work roles  Tension can create counterproductive behavior  Produce avoidance to minimize tensions or perceptions of impropriety –Confuses issues of power (sexual harassment) and vulnerability  Distancing one’s self from emotions can create burnout  Can reduce synergies created by close working relationships

School/Work Conflicts Imagine that you play two different roles in your life. Imagine that you play two different roles in your life. One role is that of College student, where one of the norms is that you have to attend a class at 3pm on a Friday afternoon. The other role is that of a part-time employee. As a good and faithful employee, when a crisis occurs at work, your employer demands that you come into work 3 hours earlier than usual on a Friday. Instead of starting work at 5pm, they ask you to start work at 2pm. One role is that of College student, where one of the norms is that you have to attend a class at 3pm on a Friday afternoon. The other role is that of a part-time employee. As a good and faithful employee, when a crisis occurs at work, your employer demands that you come into work 3 hours earlier than usual on a Friday. Instead of starting work at 5pm, they ask you to start work at 2pm. In terms of these two roles, this is a no-win situation for you. If you follow the norms associated with one role, you will break the norms associated with the other role. The fact it's not your fault and that whatever you choose to do will mean getting into trouble with either your teacher or your employer is irrelevant here. You will be an innocent victim of role conflict... In terms of these two roles, this is a no-win situation for you. If you follow the norms associated with one role, you will break the norms associated with the other role. The fact it's not your fault and that whatever you choose to do will mean getting into trouble with either your teacher or your employer is irrelevant here. You will be an innocent victim of role conflict...

Work/School Conflict As work time demands increase it depletes resources and reduces feelings of well- being and satisfaction with the student roles As work time demands increase it depletes resources and reduces feelings of well- being and satisfaction with the student roles More time spent on student role does not increase school satisfaction More time spent on student role does not increase school satisfaction Role balance increased satisfaction Role balance increased satisfaction School is perceived to interfere with work rather than work interfering in with school School is perceived to interfere with work rather than work interfering in with school

Two-Dimensional Model of Conflict Behavior Assertive AssertiveUnassertive Uncooperative Cooperative Uncooperative Cooperative Competing Collaborating Avoiding Accommodating Compromising Cooperativeness (attempting to satisfy the other party’s concerns )

Resolving Conflict Negotiations Negotiations –Distributive solutions (win-lose or lose-lose)  Threats and promises  Firmness versus concessions  Persuasion –Integrative solutions (win-win)  Exchange information  Reframe the situation

Resolving Conflict Reducing the structural basis of conflict Reducing the structural basis of conflict –Increase resources –Emphasize superordinate goals –Reduce differentiation and increase communication –Clarify rules and procedures –Reduce interdependence