1. Human Resource Management Lecture 29 MGT 350

2. Last Lecture Labour Laws In Pakistan The Constitution of Pakistan The Payment of Wages Registration of trade union is to be made under the Industrial Relations Ordinance Collective Bargaining Agent and Agreement Collective Labour Disputes Equal Employment Practices in Pakistan “EEO speaks of the equality of every human being (irrespective of gender, religion, caste, ethnicity, color, age, physical disability etc) while considering a candidate before, during and after employment”

3. Topic Managing Conflict

4. What is conflict An open clash between two opposing groups (or individuals)

5. Why Conflict Arises Type “A” Personality Vs. Type “B Personality

6. Type ”A” Personality Highly Competitive Strong Personality Restless when inactive Seeks Promotion Punctual Thrives on deadlines Maybe jobs at once

7. Type “B” Personality Works methodically Rarely competitive Enjoys leisure time Does not anger easily Does job well but doesn’t need recognition Easy-going

8. Aggressive People Body language – Stiff and straight – Points, bangs tables to emphasize points – Folds arms across body Verbal language – “I want you to…” – “You must…” – “Do what I tell you!” – “You’re stupid!” Aggressive people are basically insecure….. Try to avoid them.

9. Submissive people Body Language – Avoids eye contact – Stooped posture – Speaks quietly – Fidgets Verbal Language – “I’m sorry” – “It’s all my fault” – “Oh dear” Submissive people have a great sense of inferiority

10. Assertive People Body language – Stands straight – Appears composed – Smiles – Maintains eye contact Verbal language – “Let’s” – “How shall we do this?” – “I think… What do you think?” – “I would like…”

11. Types of Conflict Within an individual Between two individuals Within a team of individuals Between two or more teams within an organization

12. Causes of conflict Conflict of aims- different goals Conflict of ideas- different interpretations Conflict of attitudes - different opinions Conflict of behavior- different behaviors are unacceptable

13. Stages of Conflict Conflict arises Positions are stated and hardened Actions, putting into action their chosen plan Resolution?

14. Preventing Conflict Assess positive and negative personality traits of people involved Determine personality type – Aggressive – Submissive – Assertive Assess if people are introvert or extroverts...

15. Preventing Conflict Review past conflicts Assess communication skills of those involved Read body language of participants

16. Preventing Conflict Try to reduce conflict – Realize that communication is colored by personal experience, beliefs, fear, prejudices – Try to be neutral – Plan the timing and place of the conversation – Realize that outside stress may add to confrontation – Eliminate/reduce external interruptions

17. Preventing Conflict Manage the language used – Neutral vs. loaded words – Reduce technical language – Allow for cultural differences in language – Words may have different meanings for different people…ask them to elaborate

18. Aids to Communication Listen Actively Relax Observe body language Develop interest in other’s interests Ask for clarification Plan what you are going to say Tailor words to person Determine the best timing Determine the best place Why is the conversation necessary

19. Personalities who cause conflict Aggressor Passive Absentee Error prone Negative attitude Chatterbox Do nothing

20. Personalities who cause conflict Unreliable Time waster Resentful person

21. Understanding Conflict Management Styles

22. What is a conflict management style and why do we need to know this? Conflict Management Style: Form of behavior that a person practices in response to conflict with others When living and interacting with others on campus, you need to know how to resolve issues in different situations.

23. Conflict: Where does it come from? Goals Personality conflicts Scarce resources Styles Values

24. The Positive Side of Conflict Conflict can teach you to make the most of each situation and use it as a learning opportunity or a leadership opportunity. You can also use it as an opportunity to transform the situation into something better.

25. Five Styles of Conflict Management You will experience some form of internal or external conflict while living with roommates at some point in your college career. Understanding how you handle conflict is important in helping you decide how to deal with stress and manage certain situations.

26. Accommodating People who accommodate are unassertive and very cooperative. Give in during a conflict Acknowledge they made a mistake/decide it was no big deal Put relationships first, ignore issues, and try to keep peace at any price Effective when the other person or party has a better plan or solution

27. Avoiding People who avoid conflict are generally unassertive and uncooperative. Avoid the conflict entirely or delay their response instead of voicing concerns Can create some space in an emotional environment Not a good long-term strategy

28. Collaborating Collaborators are both assertive and cooperative. Assert own views while also listening to other views and welcoming differences Seek a “win-win” outcome Identify underlying concerns of a conflict Create room for multiple ideas Requires time and effort from both parties

29. Competing People who approach conflict in a competitive way assert themselves and do not cooperate while pursuing their own concerns at another’s expense. Takes on a “win-lose” approach where one person wins and one person loses Does not rely on cooperation with the other party to reach outcome May be appropriate for emergencies when time is important

30. Compromising Compromisers are moderately assertive and moderately cooperative. Try to find fast, mutually acceptable solutions to conflicts that partially satisfy both parties Results in a “lose-lose” approach Appropriate temporary solution Considered an easy way out when you need more time to collaborate to find a better solution

31. Which one is best? There is no BEST way to handle conflict. Each conflict is different and requires a different response.

32. Summary An open clash between two opposing groups (or individuals) Why Conflict Arises Personality A and B Aggressive People Submissive people Types of Conflict Within an individual Between two individuals Within a team of individuals Between two or more teams within an organization Stages of Conflict Conflict arises Positions are stated and hardened Actions, putting into action their chosen plan Resolution? Understanding Conflict Management Styles Which one is best?