1. Chapter 12 Managing Conflict and Change

2. 2 Learning Objectives 1)Define conflict and explain some of the major types of conflict. 2)Relate some of the most effective ways of managing conflict. 3)Discuss how change occurs. 4)Explain four common responses to change – rejection, resistance, tolerance, and acceptance. 5)Identify three dimensions of change.

3. 3 Learning Objectives (contd.) 6)Describe the five basic steps in the change process. 7)Describe the characteristics of a change leader. 8)Explain how participation and communication can help the manager implement change, and how structural changes can be used as change interventions. 9)Explore ways of using a mentor to enhance your career.

4. 4 Figure 12.1 - Blocked Need Drive and Frustration

5. 5 Approaches to Resolving Conflict 1)Counseling Advice Reassurance Release of emotional tension Reorientation 2)Mutual problem solving 3)Expansion of resources 4)Smoothing 5)Compromise

6. 6 Change  Movement from one set of conditions to another  Some forces cause the change to come about  A consequence results from the change Change is any modification of the status quo.

7. 7 Responses to Change 1)Rejection is the refusal to accommodate a particular condition or change. 2)Resistance Overt resistance is observable. Covert resistance is not readily observable. 3)Tolerance involves putting up with a change. 4)Acceptance

8. 8 Figure 12.4 - Analysis of Response to Change

9. 9 Causes of Resistance to Change  Obsolescence of job skills  Fear of the unknown  Fear of economic loss  Ego defensiveness  The comfort of the status quo  Shortsightedness  Peer pressure  Lack of information  Social displacement

10. 10 Managing Change 1)Understand the three dimensions of change 2)Know the basic steps in the change process 3)Understand the characteristics of change leaders 4)Be aware of the importance of participation and communication

11. 11 The Dimensions of Change  The logical dimension of change is based on scientific reasons.  The psychological dimension of change is based on how the individual will be affected.  The sociological dimension of change is based on how the change will affect the group.

12. 12 Basic Steps in Change 1)Ask, “Is this change truly necessary?” 2)Consider whether the proposed change is the right one. 3)Evaluate the impact of the change. 4)Work to secure acceptance of the change. 5)Follow up.

13. 13 Organizational Development  Organizational development is an effort to improve an enterprise’s effectiveness by dealing with individual, group, and organizational problems.  An OD intervention is a method used in carrying out the OD process.  An OD change agent is a person who carries out or leads an OD intervention.

14. 14 OD Intervention Techniques 1)Role Playing is acting out a realistic situation. 2)Team building is an OD intervention for resolving group problems. 3)Survey feedback is an OD intervention based on the collection of data and the feeding back of this information to the organizational personnel.

15. 15 Key Terms in the Chapter Conflict Frustration Interpersonal conflict Institutionalized conflict Emergent conflict Counseling Mutual problem solving Smoothing Compromise Change Rejection Overt resistance Covert resistance Logical dimension Psychological dimension

16. 16 Key Terms in the Chapter (contd.) Sociological dimension Organizational development OD intervention OD change agent Role-playing Team building Survey feedback Tolerance