3 credit hours (2+1)

Lecturer :
Dr. Jamilah Othman
JPPPL FPP
UNIVERSITI PUTRA MALAYSIA
SEMESTER 2 2014/2015

Telephone : 03- 8946 8233

e-mail :
jamilah.othman@gmail.com
Semester
: Semester Kedua
2014/2015

At the end of this course, student will be able

to:

Understand concepts and theories of

coflict. (C4)
Describe, analyze and evaluate situations
of conflict at various contexts.(C6)
Harness their skills in handling conflict.
(A5)

This Course Covers Basic Concepts And

Theories Of Conflict, Sources And
Effects Of Conflict, Types Of Conflict,
Strategies For Conflict Resolution,
Application Of Conflict Resolution In
Human Resource Development, And
Current Issues In Conflict.

 Concept

and Theories of Conflict

Views Of Conflict
Context And Level Of Conflict
Theories Of Conflict Management
Types

Of Conflict

Intrapersonal
Interpersonal
Intergroup
Intragroup
International

Factors Related To Conflict

Control Over Resources
Preferences And Nuisances (Priorities And
Disturbances)
Values
Beliefs
The Nature Of The Relationship Of The
Conflicting Parties

Methods Of Handling Conflict

Competition & Cooperation

Conflict Handling Styles
Third-Party Roles
Negotiation
Mediation

 Outcomes

Of Conflict

Positive Outcome Of Conflict

Negative Outcome Of Conflict
Skills

Required In Handling Conflict

Identifying Conflict Situations

Communication
Stress Management
Anger Management
Problem Solving

Issues In Conflict Management

Human Rights
Violence
Stereotype And Generalizations

Conflict Case Studies

Interpersonal Conflict
Family Conflict
Organizational Conflict
Community Conflict
International/Interstate Conflict

Conflict is a fact of life

Conflict is a universal phenomenon

Conflict is a perception issue

Conflict happens as a result of individuals

perception of a phenomenon

Conflict is a sharp disagreement or opposition of

interest or idea

A conflict exist whenever incompatibality occurs

The

Outcome of Conflict Can be Negative or Positive

Conflict accurs when an individual or group feels

negatively affected by another individual or group

The Views About Conflict

The

Functionalist View
The belief that conflict is
harmful and must be avoided.

The

Human Relationship View

The belief that conflict is a
natural and inevitable
outcome in any group or
relationship.

The Interactionist View

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.

The Structuralist View

The belief that there is always an
underlying structural conflict
between the producers of
economic wealth and those who
benefit most from the economic
system.

 Deutch

(1973)
A conflict exists whenever
incompatible activities occur.

Tjosvold

& Johnson(1989)
Conflict is not to be avoided or
eliminated, but managed.

 Jamilah,

Rahim & Aminah (2006)

Conflict happens as a result of
individuals perception of a
phenomenon, whereby the
phenomenon itself is presented
as an obstacle to the
individuals.

Intrapersonal

- conflict within the individual, the conflict is internal to the

individual or
inside oneself,
- make decisions over choices
- face dilemma when decision is difficult
(eg.) role conflict

Interpersonal
- Conflict between individuals
- Individuals can be within the same team or outside the team

(eg) Conflict between one employee with another employee

of the same
department, conflict between siblings

 Intragroup
- Conflict within a team or group
- Conflict between members of a team or
group
(eg) Conflict between members of family,
organization, football team, etc.

Intergroup
- Conflict between two or more teams or groups
(eg) conflict between families, departments, organizations,
countries, communities culture, religious groups etc.

A theory is a means of explaining how something works

The focus of a theorys explanation directs attentions to that part of
the conflict and
assigns the underlying explanation on the cause of conflict

1.Psychodynamic

and Attribution Theories

- The way people act in conflict is due to the individuals ways of

thinking
a. Psychodynamic Theory
- based on psychological theories by Sigmund Freud
- people experience conflict because of their intrapersonal state
- it explains how individuals respond to conflict situations,
particularly in light
of their aggressive impulses and their
anxieties
- the theory points out that people are not always aware of their
motivations
that drive their behavior
- non-substaintive conflict (to release tension unrelated to the
other person
in the conflict situation)
- misplased or displased conflict (conflict is acted out with the

b. Attribution Theory
- An individual makes conclusions about the other
persons
behavior
- Conclusions about the other individual are based
on attributes
about that individual or on inferences
about the
meanings, causes, or
outcomes of conflict.
- an attribution affects the way individual define
conflicts,
interpret the others behavior, and
choose strategies to
achieve their goals
effectively within conflict situations.
- individual conceptualize conflict and attribute it to
various
causes.
- the perception of conflict arises when an
individual feels
frustration, thinks about the
cause, and acts in response to it

2. Relationship Theories
- focus on how relationships between people involved in a
conflict is enacted
and resolved
a. Social Exchange Theory
- people evaluate their interpersonal relationships in
terms of
their value created by the costs and
rewards associated with the
relationship.
- the cost is the feelings on the assessment on the
amount of
effort put into the relationship
- the rewards is what is received as a result of the
relationship
- the theory assumes that people choose their
behaviors due to
self-interest and a desire to
maximize rewards and minimize
costs.
- conflict arises when one person in the relationship
feels that
the outcomes are too low and
perceive that the other will resist
any attempt
to raise the outcome.

b. Game Theory
self-interest,
chosen to
costs.

- people act in conflict situations from a position of

and that moves and couter moves are
maximize rewards and minimize

- interdependent actions and estimations of moves

and
countermoves within a conflict situation
affect the movement of
a conflict toward resolution.
c. Systems Theory
- it assumes that conflict represents a breakdown in
communication from the normal, harmonious
state of affairs.
- it also assumes that conflict as a normal part of
interaction.
- sees conflict as an important part of a system
- allows change and adaptation to various demands.

3. Structural Theory
- The struggle between social factions (groups of
different beliefs
and values)
- These factions may co-exist peacefully although
basically they may
be hostile to each other

a.

Marxism and Capitalism

- structural conflict that exist due to control of the
production and
distribution of wealth in a society
- sometimes it takes the form of religious struggle but it
strongly
points to political and economic struggle
- each conflicting party tries to get control of the people
to gain
power by trying to get control of the ideology
of the mass
- in capitalist system the conflict is between those who
have the
control production and distribution of wealth
and those who sell
their ability to work in the
capitalist system

b. Radical Feminism
- radical means looking at the root cause
- the two conflicting factions are women and men
- the achievements of women were hidden when men
were usually
the winners in the conflict between men and
women.

woman without her man is nothing

Type of Conflict

Constructive Conflict

Supports Organization Goal

Increases Organization Achievement
Increases Organization Image
E.g : ISO, or Introduction of any innovations

Destructive Conflict

Does Not Support Organizations Goal

Decreases Organizations Achievement
Decreases Organizations Image
E.g : Sexual Harassment

 Intra-personal
Within an individual

Inter-personal
Between two or more
individuals

Intra-group
Within a group

Inter-group
Between two or more
groups

Positive Outcome of Conflict

Binds people together
Preserves a relationship
Helps to define and clarify structure
and expectations
Better Decision
Increases Productivity
Leads to new growths and ideas
Energizes and Increases Peoples
Motivation

Negative Outcome of Conflict

Decreases Satisfaction
Decreases Teamwork
Increases Turnover
Sabotage and Abuse

Conclusion

Views of conflict differ among

individuals.
Conflict can be constructive or
destructive.
Outcomes of conflict can be
positive or negative.

Contents
The

Cause of Conflict
Individuals Conceptualization
Hierarchy of Needs
Variables Affecting The Cause
of Conflict
The Conflict Process
Stages of Conflict Process
Conclusion

 Control Over Resources

Preferences and Nuisances
E.g : music while working,
technology
Values
E.g : value judgment
Beliefs
E.g : Organization mission and vision
The Nature of The Relationship
E.g : siblings

Internal / personal /
factors
developmental factors

Steps in the process of

External

conceptualization

Level of. Development

Content
State of the individual.
Value / need set
Causal attribution
Intentional attribution
Context analysis
Content analysis
Choice assessment

Process of conceptualization
Stimulus
experience
symbolization

Context

Selfactualization
Esteem
Social
Safety
Physiological

Physiological
Hunger, thirst, shelter, sex, and other
bodily needs
Safety
Security and Protection from Physical
and Emotional Harm
Social
Affection, belongingness, acceptance
and friendship

Esteem
Internal esteem factors such as selfrespect, autonomy and achievement
External esteem factors such as status,
recognition and attention

Self-actualization
The drive to become what one is capable of
becoming, includes growth, achieving
ones potential and self-fulfillment

The characteristics of the parties in conflict

Their prior relationship to one another
The nature of the issue giving rise to the
conflict
The social environment within which the
conflict occurs
The interested audiences to the conflict
The strategy and tactics employed by the
parties in the conflict
The consequences of the conflict to each of
the participants and to other interested
parties

Five stages of the conflict process

model:
Stage
Stage
Stage
Stage
Stage

1
2
3
4
5

:
:
:
:
:

Potential for conflict

Recognition of conflict
Conflict handling styles
Conflict behavior
Conflict outcomes

Stage 1

Stage 2

Potential
for
conflict

Recognition
of conflict

Preceding
circumstance :

Perceived
conflict

- communication

variables

Conflict
handling
style

Competing
Collaborating
Compromising

- structure
- personal

Stage 3

Felt
conflict

Avoiding
Accommodating

Stage 4

Stage 5

Conflict behavior

Conflict
outcomes

Overt conflict:-

Increase
group
performance

- partys
behavior
- others
behavior

Decrease
group
performance

Conclusion

Individual perception and view

on issues influence the cause
of conflict.

Individuals needs and

interests are important to be
considered in understanding
issues of conflict.

Contents
Five

Common Conflict Styles

Model SALAM
Third-Party Roles

Model Thomas Kilmann

Avoiding

Accommodation

Competing

Compromising

Collaborating

Tinggi

Bertanding

Bergabung

(compete)

(Collaborate)

Berkompromi
(Compromise)

Pengelakan
(Avoid)

Rendah

Akomodasi
(Accommodate)

Tinggi

 S = starting the conflicting view

A = agreeing that a conflict exist
L = listening for and learning the difference
A = advising one another (menjelaskan isu

konflik)
M = minimizing area of disagreement that could

lead to aggression or withdraw

 Mediator(Mediasi)
Arbitrator

(Penimbang Tara)
Conciliator (Pendamai)
Consultant (Pakar Runding)

 Mediator

(Mediasi):
Pihak ketiga yang neutral
Membantu proses membuat
keputusan oleh pihak yang
berkonflik
Tidak memihak kepada
mana-mana pihak yang
berkonflik

 Arbitrator

(Penimbang Tara)
Pihak ketiga yang berkuasa
untuk membuat keputusan
untuk mereka yang berkonflik
selepas memdengar keduadua pihak

 Conciliator

(Pendamai):
Pihak ketiga yang mewujudkan
jalinan komunikasi kepada
mereka yang berkonflik.
Menggalakkan mereka yang
berkonflik untuk mencapai
persetujuan

 Consultant

(Perunding):
Pihak ketiga yang menjadi
pakar runding untuk
membimbing mereka yang
berkonflik untuk memcapai
persetujuan.