Conflict Management Pratibha DhunganA Nepal Administrative Staff College, 2076

Session Outline Understand Conflict Process of Conflict Assertive and co-operative style Some Effective Tips to handle Conflict

Conflict: Definition A process that begins when one party perceives that another party has negatively affected, or is about to negatively affect, something that the first party cares about. -S.P. Robbins Here we can discuss on three important component: Process, Interdependence and perceived incompatibility in detail with example

As you begin to assert yourself, you will encounter some conflict. Conflict is a “creative opportunity” a chance to reexamine a problem and come up with a novel solution. Conflict can be stressful and difficult to cope with, particularly for those inclined toward introversion or agreeableness. Ideally, everyone would agree with us and just give us what we want without question, but reality dictates that this will not be the case very often.

Conflict: Transitions Thought Traditional View of Conflict(Dysfunctional) The belief that all conflict is harmful and must be avoided Prevalent view in the 1930s-1940s Human Relations(Humanistic) View of Conflict The belief that conflict is a natural and inevitable outcome in any group Focuses on productive conflict resolution The traditional view of conflict believes that conflict is bad and it should be avoided as much as possible. This view was more prevalent in the 1930’s and 40’s than it is today. This view held that conflict was the result of poor communication, lack of openness, or failure to respond to employee needs. All these things are negative and can be fixed so management thought that conflict could be fixed and should be fixed. (c) 2008 Prentice-Hall, All rights reserved.

Conflict: Transitions Thought Modern(Interactionistic) View of Conflict The belief that conflict is not only a positive force in a group but that it is absolutely necessary for a group to perform effectively A “positive force” that is necessary for a group effectiveness, self critical & creative. The views of conflict have shifted over the years and have developed into more acceptance of conflict as a natural and inevitable outcome of group dynamics. This idea focuses on productive conflict resolution and is called the resolution focused view of conflict. The current view on conflict is that it is not only a positive force in a group but it is actually necessary for a group to perform effectively. This is called the interactionist view of conflict and is widely accepted today. (c) 2008 Prentice-Hall, All rights reserved.

Three Certainties Perhaps there are only three certainties in life: Death Taxes Conflict

Conflict: Functional Vs Dysfunctional

High and low assertiveness Individuals’ behavior ranges from high to low assertiveness. Assertiveness lies between the two extremes (Hulbert and Hulbert, 1982: 25), high assertive individuals, stand up for their rights in ways that violate others’ rights. High assertiveness- uncooperative behavior in conflict situations. Organizational settings-assertive individuals are seen as more powerful and they can adopt more advantageous situations.

High levels of assertiveness may bring instrumental rewards and short term achievements Low levels of assertiveness may bring social benefits but it may undermine goal achievement (Ames and Flynn, 2007: 307). De Dreu et.al., (2000: 889) investigated the effect of social motives

The Process View of Conflict

Self Assessment

Calculate the total under each category: Competing: 4,9,12 Collaborating: 1, 5, 7 Avoiding: 6,10,15 Accommodating: 3,11,14 Compromising: 2, 8,13 Result: My dominant style is...( your highest Score)

Stage III: Intentions Conflict Management: Two Broad Dimensions Cooperativeness Attempting to satisfy the other party's concerns Assertiveness Attempting to satisfy the one's own concerns

Conflict Handling Strategies Cooperativeness Assertiveness Accommodating Avoiding Competing Collaborating Compromising

ROLE PLAY Situation 1: You make a mistake at work and your supervisor tells you off in a very abrupt and angry manner Situation 2: You have a lots of works pending on your work list and even working at your weekend you couldn’t finish your work and your boss gives you other responsibilities.

Conflict Management It is the use of resolution and stimulation techniques to achieve the desired level of conflict. Is the practice of being able to identify and handle conflicts sensibly, fairly and efficiently.

Defusing conflict – when dealing with conflict we need to: Detect early signs of aggression Employ self control Focus on a solution Use active listening Signal non-aggression Empathise

Some Effective Tips to Handle Conflict Don't argue with perception Don't judge behaviors Build Bridge Mindset rather than Barrier mindset Source:Shay andMCConnon, 2008

How to build Bridge Mindset? Listen for feelings, needs Acceptance Listening Talk Constructively Example: We seem to have diff approaches to... Help me to understand why you want to... Would it be a good idea to talk about....

Closing Note Focus on the situation, issue or behavior, not the person. Maintain the self-esteem and self-confidence of others. Maintain constructive relationships. Take the initiative to make things better. Lead by example.

Thank You