1. CHAPTER 7 By ADELANI WAHAB MGMT 660 CSUSB
MANAGING CONFLICT
CHAPTER 7 By
ADELANI WAHAB
MGMT 660
CSUSB

2. MANAGING CONFLICT CONT’D
Conflict are a natural part of the team process
Managing conflict can be done through
Outside assistance help in mediation
Arbitration
Developing a solution require
Open communication
Respect for the other side
Creative search for mutually satisfying alternatives

3. MANAGING CONFLICT CONT’D
Abilene Paradox
Part of a desire to avoid controversy
Team members accept what the leader says in order to avoid conflict
Leads to poor decision making
During the initial stage of team coming together there is little conflict because members are still trying to understand everyone’s position.
Forming→ Storming→ Norming→ Performing→ Adjourning

4. SOURCES OF CONFLICT Confusion about people’s positions Personalities
Differences of opinion
Hidden agendas
Poor norms
Competitive reward systems
Poorly managed meetings

5. TYPES OF CONFLICT HEALTHY CONFLICT Focused on task issues
Legitimate difference of opinion about the task
Different expectation about the impact of decisions
Differences in values and perspectives

6. TYPES OF CONFLICT CONT’D
UNHEALTHY CONFLICT
Competitive over power, rewards and resources
Conflict between individual and group goals
Poorly run team meetings
Personal grudge from the past
Faulty communication

7. Example of healthy conflict
Legitimate conflict
Differences in values and objectives of team members.
Differing beliefs about the motives and actions of others.
Different expectations about the results of the decisions can lead to conflicts on what the team should do.

8. Example of unhealthy conflict
Hidden conflict – It may spring from organizational, social and personal sources
Organizational causes of conflict includes
Competition over scarce resources
Ambiguity over responsibilities
Status differences among team members
Competitive reward system
Hidden agenda’s are a part of hidden conflict and can be difficult to identify and resolve.

9. IMPACT OF CONFLICT It may be positive and negative on the team
Positive impact- Helps the team operate better by exploring issues more fully.
Negative impact- Leads to emotional problems that damage communication

10. BENEFITS OF CONFLICT
Teams are organized so as to gain benefits of multiple perspectives, so they learn from one another in the process of resolving conflict/ their differences.
Encourages team to explore new approaches.
Motivate people to understand issues better.
Encourages new ideas.

11. BENEFITS OF CONFLICT
Learn from one another in the process of resolving conflict or their differences.
Encourages team to explore new approaches.
Motivate people to understand issues better
Encourages new ideas.

12. PROBLEMS WITH CONFLICT
Creates strong negative emotions and stress.
Interferes with communication and coordination.
Diverts attention from task and goals.
Can destroy cohesion and damage social relation.
Create winners and losers to become source of conflict in future

13. PROBLEMS WITH CONFLICT CONT’D
Disrupt performance and reduces satisfaction because it creates stress and negative feelings.
NB:
Trust can affect relationship between task conflict and performance.
Teams with high level of trust can tolerate task-related conflict and use the conflict productively.

14. CONFLICT RESOLUTION APPROACHES
Conflict can be resolved using the following 2 dimensions namely:
Distribution- Concerns one’s own outcome
Integration- Concerns the outcomes of others
The 2 dimensions are independent and leads to creation of 5 different approaches to conflict resolution

15. CONFLICT RESOLUTION APPROACHES CONT’D
Avoidance- To ignore the issues or deny there is a problem.
Accommodation- Some team members may give up their position to be agreeable but can cost the team the value of their opinion/idea.
Confrontations- Acting aggressively and trying to win is one way to deal with conflict. Winning becomes more important than making good decision.

16. CONFLICT RESOLUTION APPROACHES CONT’D
4. Compromise- Balancing the goals of each participant and the relationship among the team is for everyone to “give in” a little. 5. Collaboration- When both sides of a conflict have important concerns the team needs to resolve issues for safety of everyone.

17. OUTSIDE HELP
Negotiation- Process in which 2 sides engage in a dispute exchange offers and counteroffers in an effort to find a mutually acceptable agreement. Leads to a win-win perspective and win-lose perspective.
Mediation- The intervener (3rd party) does not have the authority to impose a solution but acts as a facilitator.

18. OUTSIDE HELP CONT’D
Arbitrator- The intervener (3rd party) may impose a solution, act as a judge.

19. MANAGING TEAM CONFLICT
Separate the people from the problem.
Focus on shared interest of all parties.
Dev. many options used to solve the problem.
Evaluate the options using objectives criteria.
Try again

20. THANK YOU !!!