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

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

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

3 S.M.Israr 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

4 S.M.Israr 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)

5 S.M.Israr 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?

6 S.M.Israr 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?

7 S.M.Israr 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?

8 S.M.Israr 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

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

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

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

12 S.M.Israr 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

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

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

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

16 S.M.Israr Conflict Table Win-WinLose-Win Win-LoseLose-Lose I winI lose You win You lose

17 S.M.Israr 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)

18 S.M.Israr 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

19 S.M.Israr 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

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

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

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

23 S.M.Israr 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


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