Conflict Management
Conflict occurs in the organisation because people have different values, needs and motivation. It should not be seen as a negative emotion, but rather an opportunity for change and new possibilities. Conflict is not a problem if it is handled in an appropriate manner.
It is important that committee personnel and managers have the skills to effectively deal with conflict. They should be able to identify conflict in the organisation; propose strategies for dealing with it; and ensure that there are positive outcomes when it does occur.
Identifying Conflict
Conflict occurs when two or more people have a difference of opinion, and each person tries to influence the other. It usually has negative connotations, but if handled appropriately, it can be a process of creativity, innovation and a positive experience.
Where conflict occurs
There are three levels on which conflict may occur: the individual, the group, and the organisation.
- Conflict within an individual can result in frustration and tension, and prevent goals from being achieved. Interpersonal conflict may develop between individuals because of their different background, expertise and experiences.
- Conflict may also occur between groups within organisations. It usually occurs because the groups are interdependent, and must cooperate to achieve the common goals of the organisation.
- Organisational conflict can occur between organisations and unions over differences in values, perspectives and goals. The conflict can result in strikes, low productivity and poor industrial relations. Therefore, it is important to resolve the conflict quickly and in a positive manner.
Types of conflict
The four main types of conflict are internal, external, realistic and unrealistic.
- Internal conflict occurs within an individual and may be triggered by events such as examinations, work pressures and responsibilities.
- External conflict occurs between people and is a result of an incident or misunderstanding, which leaves the parties feeling uneasy with each other.
- Realistic conflict can be resolved because the parties are willing to communicate and negotiate. Unrealistic conflict is not resolvable because the parties are not willing to change their minds or find common ground. Communication will not improve the situation, as the parties can become hostile and ignore each other.
How conflict develops
Conflict generally develops in a four-stage process. The four stages can be identified as:
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Potential opposition |
There need to be certain conditions present that will contribute to conflict. These conditions can be divided into three general categories: communication, structure, and personal variables. Communication can be a source of conflict when there are barriers to the understanding of information. Structure refers to the organisational barriers and roles that are established by management. And personal variables are the individual characteristics of people, which may contribute to conflict. |
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Perceived conflict |
| Once the conditions of conflict have occurred the parties involved may or may not see these as threatening. This stage is subjective, and open to the interpretation of the parties involved. The conditions of conflict may not be perceived or they may be ignored, and hence conflict is avoided. | |
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Resulting behaviour |
| The resulting behaviour will depend on the conflict handling style of the parties involved. The conflict handling styles used to resolve conflict are competition, collaboration, avoidance, accommodation, and compromise. | |
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Outcome |
| The outcome of the conflict will depend on the resolution methods used. It may be positive and functional or negative and dysfunctional. |
Strategies for dealing with conflict
Everyone reacts differently to conflict. The way in which an employee within an organisation will react will depend on:
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Conflict resolution strategies
Examples of the strategies, which may be considered when dealing with conflict, are described below.
| Improving work conditions | Working conditions include job security, empowerment, remuneration, supervision, status, and interpersonal relations can be implemented to promote job satisfaction. |
| Communication | Open communication is essential in resolving conflict. It enables both parties to understand one another, and to take joint responsibility in resolving the issue. The communication levels and channels within the organisation should be reviewed regularly to ensure they are appropriate. |
| Educational programs | Education and training programs should be used to improve the listening skills and assertiveness of staff. They can also be used to identify personality types and behavioural patterns |
| Altering work practices | If work practices are contributing to conflict, they may need to be modified. |
| Review staffing levels and resources | The level of staffing, staffing skills, and the resources available to staff should be reviewed regularly. |
| Changing leadership styles | The leadership style should be adapted to the conditions and to organisation personnel. Different people may require differing degrees of supervision, and respond better to a different leadership styles. |
| Addressing enthusiasm levels | Conflict may be a result of dissatisfaction. It may be reduced by motivation, improving energy levels, and creating a positive environment for the people. |
| Assigning tasks appropriately | Jobs given to people should be designed to suit their strengths, interests and talents. This should also encourage cooperation and support. |
| Establish goals | Individuals, teams and the organisation as a whole should all be working towards achievable yet challenging goals. |
| Negotiation | Negotiation strategies could be implemented. |
| Interpersonal skills | Conflict can be resolved with the use of interpersonal skills such as listening to, empathising with, and encouraging staff. The strategy implemented will depend on the conflict situation, and should be used to achieve a positive outcome with long-term gains. |
The role of management
Management have an important role in dealing with conflict.
They should:
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Conflict can occur when people do not adequately communicate their thoughts, feelings and ideas. Hence, appropriate communication can be used to resolve conflict.
For communication to be effective in resolving conflict, you should be aware of the following:
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