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Conflict Management Dr S.M. Israr Aga Khan University

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Presentation on theme: "Conflict Management Dr S.M. Israr Aga Khan University"— Presentation transcript:

1 Conflict Management Dr S.M. Israr Aga Khan University
Karachi, Pakistan S.M.Israr

2 Learning Objectives 1. To define “conflict” 2
Learning Objectives 1. To define “conflict” 2. To understand the importance of utilizing appropriate personnel management skill to deal with conflicts 3. To review typical conflicts one is involved, and possible methods generally used 4. To become familiar with necessary skills in resolving conflicts S.M.Israr

3 Samina (60), Razia (50) and Fatima (30)
Fatima, the Typist Samina, Razia and Fatima are typists/secretaries in your organization. Samina is from Karachi, Razia from Rawalpindi and Fatima from a rural village in Khairpur. Their average typing speed during last three months has been: Samina (60), Razia (50) and Fatima (30) What do you think of Fatima’s performance? (Write your ranking using the scale from 1-5) S.M.Israr

4 Fatima, the Typist (Cont’d)
Samina and Razia had other jobs before joining your organization. This is fatima’s first job. She joined three months ago What do you think of Fatima’s performance? S.M.Israr

5 Fatima, the Typist (Cont’d)
While Samina and Razia have new imported typewriters, Fatima has an old one which “jumps” frequently. What do you think of Fatima’s performance? S.M.Israr

6 Fatima, the Typist (Cont’d)
Most of Samina’s and Razia’s work is straight typing of reports yet they have a considerable number of errors. Fatima on the other hand is usually given heavy statistical data and her work is practically errorless. What do you think of Fatima’s performance? S.M.Israr

7 What is conflict? A battle, contest or opposing forces existing between primitive desires and moral, religious or ethical ideas ( Webster’s Dictionary) A state of incompatibility of ideas between two or more parties or individuals Conflict management is the practice of identifying and handling conflict in a sensible, fair and efficient manner S.M.Israr

8 Inter-personal and intra-personal Inter-group and intra-group
Types of conflict Inter-personal and intra-personal Inter-group and intra-group Competitive and Disruptive S.M.Israr

9 Antecedent conditions
Conflict Process Antecedent conditions Perceived conflict Felt Conflict Manifest behavior Conflict Resolution Or Suppression Resolution aftermath S.M.Israr

10 Antecedent Conditions
Scarce Resources Conflicting attitude Ambiguous jurisdiction Communication barriers Need for consensus Unresolved prior conflicts Knowledge of self and others S.M.Israr

11 How to create conflict? Not being a role model
Take credit, no recognition Be judgmental Send written messages Subordinate should come to see me Make yourself inaccessible to your team Individual Vs team approach Telling them? Consulting them? Or deciding with them? Come tomorrow Introduce change without consultation or discussion S.M.Israr

12 General causes of conflicts
Poorly defined goals Divergent personal values Lack of cooperation/trust Competition of scarce resources Unclear roles/lack of job description S.M.Israr

13 Effects of conflict in organizations
Stress Absenteeism Staff turnover De-motivation Non-productivity S.M.Israr

14 Now………. Individual Exercise S.M.Israr

15 Conflict Table I win I lose Win-Win Lose-Win Win-Lose Lose-Lose
You win You lose S.M.Israr

16 Methods to deal with conflicts
Competition (win-lose situation) Accommodation (win-win situation) Avoidance (lose-lose situation) Compromise (lose-lose situation) Collaboration (win-win situation) S.M.Israr

17 Steps to resolve conflicts
Assure privacy Empathize than sympathize Listen actively Maintain equity Focus on issue, not on personality Avoid blame Identify key theme Re-state key theme frequently Encourage feedback Identify alternate solutions Give your positive feedback Agree on an action plan S.M.Israr

18 How to prevent conflicts
Frequent meeting of your team Allow your team to express openly Sharing objectives Having a clear and detailed job description Distributing task fairly Never criticize team members publicly Always be fair and just with your team Being a role model S.M.Israr

19 Case Study Now work in a group S.M.Israr

20 Conflict is unavoidable
Conclusion Conflict is unavoidable Complexity of organizational relationship Interaction among workers Dependence of workers on one another S.M.Israr

21 Conclusion (Cont’d) Conflict is a healthy sign not a negative process
It reflects dynamics S.M.Israr

22 Conclusion (Cont’d) Poorly managed conflicts
Unfavorable with counter productive results Problems and negative attitude Well managed conflicts Stimulate competition Identify legitimate differences Powerful source of motivation S.M.Israr

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