DEPARTMENT OF APPLIED SCIENCES AND BUSINESS STUDIES

D8/8 MANAGEMENT FEBRUARY 2, 2016

CONFLICT MANAGEMENT

Introduction

Conflict exists in any human setup; in communities, family, companies, between nations and so on. It is a concept
that managers will work with throughout their careers. It is healthy to have conflict in any setup but managers
have to know how to handle it.

Definition of Conflict

Conflict is a disagreement between individuals or groups. It is a tension that is experienced when one person
perceives that ones needs or desires are likely to be frustrated.

Functionality of Conflict

According to traditional view, conflict was considered as bad and should be avoided at all costs. However, current
behavioral view is that since people differ in attitudes, values and goals, conflict is a natural outcome in any group
of people and could be helpful.

Conflict has strong influence on organizational performance. If there is too little conflict in an organization,
performance tends to be low. If conflict levels are too high, it can reduce organizational effectiveness. Therefore,
it is the responsibility of managers to find the optimal levels of conflict that will enhance performance without
disrupting it.

Positive aspects of conflict are therefore it:

a) helps in analytical thinking;

b) helps in increased efforts;
c) promotes competition amongst individuals;
d) motivates to accept the challenge and perform better;
e) serves as a foundation for organizational development;
f) can clear the air when expressed and thus reduce tension.

Types of Conflict

a) Conflict within an individual where one cannot decide which action to take first for example.
b) Interpersonal conflict conflict between two or more people;
c) Conflict between an individual and a group;
d) Inter-group conflict conflict with one group of people;
 e) Inter-organizational conflict conflict between organizations.

Causes of Conflict

Conflict may be caused by a number of critical factors:

a) Scarce resources when resources such as money, human resources, information etc. are limited, conflict
arises amongst competitors;
b) Communication problems may create confusion and misunderstanding resulting in conflict;
c) Personality clashes the difference in values, beliefs, attitudes and behavior may initiate conflict. This is
where Individuals do not get along with each other; there is no agreement on anything.
d) Frustration frustration occurs when a motivated drive is blocked before a person reaches a desired goal.
e) Goal conflict where an individual is motivated to:
i. Approach two or more positive or mutually exclusive goals;
ii. Avoid two or more negative but mutually exclusive goals.
Approaches to Conflict Management
The manager may approach conflict in three major ways:
a) Stimulating Conflict

An organization may stimulate conflict by encouraging individual employees to compete with each other.
For instance: sales contest, incentive schemes may be used and the best employees get awards.

Another way to create conflict is to bring in one or more outsiders who will create turbulence and present
a new perspective on organizational practices.

b) Controlling Conflict

One method of controlling conflict is to expand the resource base. Here managers have to apply
appropriate techniques of coordination to reduce the probability of conflict arising.

Competing goals can also cause conflict. Managers, thus, should try to match the personalities and work
habits of employees to avoid conflict between individuals.

c) Conflict Resolution
It is impossible to avoid conflicts. However, it is possible to resolve them. Techniques that can be used to
resolve conflict include:
(i) Avoidance physical or mental withdrawal from the conflict;
(ii) Competing when on takes a competitive stance and adopts I win-you lose approach;
(iii) Accommodating when one is cooperative and unassertive and he gives up the battle in favour
of the other;
(iv) Compromise when there is medium concern both for oneself and others. Then one takes a
compromising stance with attitude of give and take and is willing to share resources.