1. Nepal Administrative Staff College
conflict management
(Discussion Note)
Binod Kumar Bista
Anita Poudel
Nepal Administrative Staff College
NASC April, 2019

2. BKB/NASC/Advance Course on Management and Development/2019

3. DEFINITION OF CONFLICT
Negative ?
Harmful ?
BKB/NASC/Advance Course on Management and Development/2019

4. seen as dysfunctional outcome
Views on Conflict
TRADITIONAL
seen as dysfunctional outcome
BKB/NASC/Advance Course on Management and Development/2019

5. Views on Conflict Contd….
HUMANISTIC
Seen as natural & inevitable outcome in any group.
BKB/NASC/Advance Course on Management and Development/2019

6. Views on Conflict Contd….
INTERACTIONISTIC
a positive force that is necessary for a group effectiveness, self critical & creative.
BKB/NASC/Advance Course on Management and Development/2019

7. PROCESS in which Perception of one party being negatively affected…
On an issue of importance to the perceiver
BKB/NASC/Advance Course on Management and Development/2019

8. Types of conflict 1.Personal or individual conflict
2. Interpersonal conflict
3. Organizational conflict/Inter-group conflict
4. Inter organisational conflict
BKB/NASC/Advance Course on Management and Development/2019

9. CONFLICT PROCESS FIVE STAGES
I. POTENTIAL OPPOSITION OR INCOMPATIBILITY
II. COGNITION & PERSONALIZATION
III. INTENTION
IV. BEHAVIOR
V. OUTCOMES
BKB/NASC/Advance Course on Management and Development/2019

10. STAGE I: POTENTIAL OPPOSITION/INCOMPATIBILITY
Conditions
Ambiguous Communication.
Structure in terms of size, degree of specialization, role clarity & centralization of authority, degree of dependence between groups.
Personal variables.
{This stage indicates presence of conditions that create opportunities for conflict to arise.}
BKB/NASC/Advance Course on Management and Development/2019

11. Stage II: PERCEPTION & AWARENESS
PERCEIVED CONFLICT
awareness by one or more parties of the existence of conditions that create opportunities for conflict to arise. Not personalized.
FELT CONFLICT
getting emotionally involved in a conflict creating anxiety, frustration or hostility.
{This is the stage where conflict issues get defined & parties decide what the conflict is all about. It also brings forth the emotional linkages to the issue.}
BKB/NASC/Advance Course on Management and Development/2019

12. Self-Assessment Tool

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

14. Conflict Handling Intentions
Stage III: INTENTIONS
Conflict Handling Intentions
COMPETING: Desire to satisfy one’s interest regardless of impact of other party to the conflict.
COLLABORATING: Desire to satisfy fully concerns of all parties.
AVOIDING: Desire to withdraw or suppress a conflict.
ACCOMODATING: willingness to place opponent’s interests above own.
COMPROMISING: Willingness to give up something.
BKB/NASC/Advance Course on Management and Development/2019

15. DIMENSIONS OF CONFLICT HANDLING INTENTIONS
ASSERTIVE
COLLABORATING
COMPETING
COMPROMISING
AVOIDING
ACCOMODATING
UNASSERTIVE
COOPERATIVE
UNCOOPERATIVE
BKB/NASC/Advance Course on Management and Development/2019

16. Stage IV: BEHAVIOUR Minor Disagreement or misunderstanding
Overt questioning or challenging of others
Legitimate verbal attacks
Threats & ultimatums
Aggressive physical attacks
BKB/NASC/Advance Course on Management and Development/2019

17. ANTECEDENTS CONDITIONS
STAGE I STAGE II STAGE III STAGE IV STAGE V
PERCEIVED
CONFLICT
CONFLICT
HANDLING
INTENTIONS
COMPETING
COLLABORATING
COMPROMISING
AVOIDING
ACCOMODATING
INCREASED
GROUP
PERFORMANCE
OVERT
CONFLICT
BEHAVIOR
REACTION
ANTECEDENTS CONDITIONS
COMMUNICATION
STRUCTURE
PERSONAL VARIABLES
DECREASED
GROUP
PERFORMANCE
FELT
CONFLICT
POTENTIAL OPPOSITION COGNITION INTENTIONS BEHAVIOR OUTCOMES
OR INCOMPATIBILITY & PERSONALIZATION
BKB/NASC/Advance Course on Management and Development/2019

18. Video
BKB/NASC/Advance Course on Management and Development/2019

19. CONFLICT MANAGEMENT
USE OF RESOLUTION , PREVENTION AND STIMULATION TECHNIQUES TO ACHIEVE THE DESIRED LEVEL OF CONFLICT
BKB/NASC/Advance Course on Management and Development/2019

20. CONFLICT RESOLUTION TECHNIQUES
PROBLEM SOLVING
EXPANSION OF RESOURCES
AVOIDANCE
SMOOTHING
COMPROMISE
AUTHORITATIVE COMMAND
ALTERING THE HUMAN VARIABLE
ALTERING THE STRUCTURAL VARIABLES
Face to face open discussions
Create win-win situations
Withdraw or suppress
Playing down differences
Giving up something of value
Using formal authority
Training for attitudinal change
Changing formal structure& interaction patterns
BKB/NASC/Advance Course on Management and Development/2019

21. WHEN TO USE DIFFERENT CONFLICT RESOLUTION APPROACHES
APPROACH WHEN
DOMINATING IMPORTANT ISSUES, SURE OF BEING RIGHT.
ACCOMODATING DISPUTES THAT ARE OF FAR GREATER IMPORTANCE TO THE OTHER GROUP THAN THEY ARE TO YOUR GROUP.
PROBLEM SOLVING WHEN BOTH GROUPS ARE WILLING TO INVEST TIME & EFFORT TO REACH A RESOLUTION THAT MAXIMIES OUTCOME
AVOIDING TEMPORARY EXPEDIENT TO BUY MORE TIME
COMPROMISING MIDDLE GROUND –BACK UP APPROACH WHEN ALL APPROACHES FAIL TO RESOLVE ISSUE
BKB/NASC/Advance Course on Management and Development/2019

22. Conflict Prevention Techniques
Reducing interdependence
Exchange of personnel
Liaison group or integrators
Appeal to higher authority
Adopting conflict sensitive approach.
BKB/NASC/Advance Course on Management and Development/2019

23. CONFLICT STIMULATION TECHNIQUES
COMMUNICATION
BRINGING IN OUTSIDERS
RESTRUCTURING ORGANIZATION
APPOINTING DEVIL’S ADVOCATE
Using ambiguous or threatening messages
With values conflicting with group
Realigning work groups, altering rules , interdependence
Designating a critic to argue against majority positions
BKB/NASC/Advance Course on Management and Development/2019

24. BKB/NASC/Advance Course on Management and Development/2019

25. Thank you.
BKB/NASC/Advance Course on Management and Development/2019