2. CONFLICT  The term, conflict refers to a situation of friction or mutually exclusive goals between 2 or more parties, such as employees and employers. It is caused by disdagremments or incompatibilities between these groups.

3. Sources of conflict  Conflicts can arise from any of 5 interrelated causes:  Needs and wants: Conflicts arise when people´s needs and desires are ignored  Perceptions: Different people interpret things differently. What annoys one person does not necessarily annoys others  Values: Conflict can arise when people hold incompatible beliefs or principles

4. Sources of conflict  Power: Conflict can arise when people in a position of power try to make others do something against their will or benefit  Feelings and emotions: Conflict often occurs because people ignore the feelings of others in the organization

5. Conflict resolution  Conflict resolution refers to the course of action taken to resolve conflict and differences in opinion

6. Conciliation and Arbitration  Conciliation: is a process whereby the parties involved in a dispute agree to use the services of an independent mediator. This person then meets with the parties separately in an attempt to resolve their dispute and differences. The conciliator´s role is to encourage the parties to negotiate and compromise in order to reach a solution that is mutually acceptable  Conciliation is often referred to as mediation  The compromise should be written

7. Conciliation and Arbitration  Arbitration: is similar to conciliation in that an external party is used as a form of conflict resolution. However, the process involves the independent arbitrator deciding on an appropiate outcome. The arbitrator will act rather like a judge by listening to and eximining the arguments put forward by both parties before making a final decision and recommendation

8. Conciliation and Arbitration  Employee participation and industrial democracy: Employee participation is an example of industrial democracy. This means that employees are given responsabilities and authority to completre tasks and are involved in the decision making process. An example of employee participation is team working

9. Conciliation and Arbitration  No strike agreements: Trade unions have been negatively affected by their image for being disruptive to the business community. In addition, union membership throughout the world has been declining. In response to these trends., many unions have tried to improve their image by having a no- strike agreement

10. Conciliation and Arbitration  Single-union agreements: This refers to the organization agreeing to participate in the collective bargaining process with a sole labour union that represents the workers