1. Organizational Conflict Jennifer Bush Rebecca Hoggard Heather Nelson Copyright 2003 © J. Bush, R. Hoggard & H. Nelson

2. Definition: Organizational Conflict is: “The discord that arises when the goals, interests, or values of different individuals or groups are incompatible and those individuals or groups block or thwart each other’s attempts to achieve their objectives.”

3. Potential Costs & Benefits: Costs –Wasted time –Reduced decision quality –Loss of skilled employees –Restructuring (altered workflow) –Sabotage/theft/damage –Lowered job motivation –Lost work time –Health Costs

4. Potential Costs & Benefits: Benefits –Productive force –Increased innovation –Provides feedback –Active workplace –Creates competition –More?

5. Conflict Management More tools for managers: –ROCI (ROCI-II) –Emotional Intelligence

6. What not to do: Nonaction Administrative Orbiting Secrecy Law and Order

7. Summary: Organizational conflict creates measurable financial and structural costs to organizations. However, conflict can also be a healthy and functional part an organization. The management of conflict is more important than the elimination of it. Managers have tools at their disposal, such as the ROCI and upcoming EQ test, to aid in the management of conflict. The notion that conflict should be avoided is one of the major contributors to the growth of destructive conflict in the workplace.

8. Q&A How do you feel EQ may be better than IQ? Can you identify costs and benefits of conflict in your personal lives? Should a manager try to stimulate the right kinds of conflict to produce the desired benefits? What should managers NOT do in conflict management?

9. Thank You!