Singh and Khatri - Chapter 14
Singh and Khatri - Chapter 14
Singh and Khatri - Chapter 14
Conflict Management
CONTENTS
Definitions
Functional and Dysfunctional Conflict
Process of Conflict
Levels of Conflict
Transactional Analysis
Johari Window
Conflict Resolution
Conflict Management Styles
DEFINITIONS
Conflict is a process that begins when one party perceives that
another party has negatively affected, or is about to negatively
affect, something that the first party cares about.—K. W.
Thomas.
Stage 2
Felt Perceived
(Personality
Conflict Conflict
Categories)
Intentions
- Competing
Stage 3 - Collaboration
(Intentions - Avoidance
) - Accommodating
- Compromising
Overt Conflict
Stage 4
- One part’s action
(Behaviour)
- Other party’s reaction
A A
C C
Crossed Transaction
TRANSACTIONAL ANALYSIS
Complementary Transactions
It is a transaction between individuals when one person’s ego state receives
the appropriate response.
A complimentary transaction can occur between any two ego states.
Ulterior Transactions
It is a type of communication where one has to read between the lines.
It is the complex types of transactions which involves more than two ego
states.
P P
P P
A A
A A
C C
C C
Complementary
Transaction Ulterior Transaction
JOHARI WINDOW
The model is vital for representing interpersonal conflict and is based
primarily on two concepts.
The extent to which a person can self-assess himself/herself.
The extent to which the person is known to others.
The Johari Window can be represented using following four areas:
Open Area: This area correlates to a candidate’s personal profile. In the initial
stages of a relationship, because no two individuals are close to each other,
their personal profiles are not known to each other individual in totality.
Hidden Self: This area shrinks as the person shares more information with
others.
Blind Area: This area contains information unknown to self and known to
others.
Unknown area: This is not the area which contains information not known to
others, nor does self, this area contains information which is deliberately
suppressed.
JOHARI WINDOW
CONFLICT RESOLUTION
To resolve interpersonal conflict certain approaches are used:
Lose–Lose
In this strategy both the entities tend to lose. One of the solutions can
be a compromised made by both the groups.
Win–Lose
In this strategy one entity wins and the other loses. For example, the
worker’s union wins or the management of an organization wins.
Win–Win
Using this strategy both the entities win and the brainstorming of views
and ideas to solve certain problems happen from positive perspective.
CONFLICT MANAGEMENT STYLES
Competition or Application of Force
In this style, one party is the winner and the other is the loser.
This style is used when relationships are not important to a party and the
party is aggressive as well as certain about its decision.
Advantages
Rapid conflict resolution.
Increases self respect when the other party can see through the justification
of applying force.
Disadvantages
Relation with opponent may get strained .
May lead to uncontrolled authority.
May require a lot of energy and is stressful for some.
CONFLICT MANAGEMENT STYLES
Collaboration
In this style both parties are the winner, which promotes good feelings amongst the
parties.
Collaboration involves parties or individuals working in coalition towards a common
goal or objective and get mutually benefited from the outcome.
Advantages
Problem solving gets easy.
Promotes trust and respect.
Shared responsibility of the outcome.
Every individual/groups perspective is taken into account and relationships are
maintained.
Less stressful.
Disadvantages
May require more effort and more time.
Not appropriate when resolution demands instant decision making.
Parties lose trust and faith at later times where relationship matters.
CONFLICT MANAGEMENT STYLES
Compromise
This style is used when chief concern is for attainment of goals and
relationships. Both the parties sacrifice some of their goals to achieve a
long term goal in collaboration.
This is used when an ideal solution cannot be perceived or all the parties
are in equal power proposing their own solution.
Advantages
Realistic and quick issue resolution.
Ad hoc solutions provided while looking for the most optimal one.
Lower degree of stress and tension.
Disadvantages
Lose–lose situation.
Does not contribute to building trust in the long run.
May require close monitoring and control .
CONFLICT MANAGEMENT STYLES
Avoidance
This style can be used when issue is not major or too much of conflict
has an impact on the relationship or when there is very little scope to
fulfil a party’s own needs or when to reach to a solution can incur
delay.
Advantages
Incorporates low level of stress approach.
Better preparedness by gathering information .
Disadvantages
Showing no opposition can affirm to be an agreement.
May have negative effect on the party who was relying on the action.
CONFLICT MANAGEMENT STYLES
Accommodation
This style helps in improving relationships and harmony and time is a
constrained variable for resolving issues.
Smoothing is keeping in priority other people’s concern.
Advantages of smoothing
Smoothing encourages resolution of prioritized issues.
Gives opportunity to speculate issues from various perspectives.
Disadvantages of smoothing
Balance has to be maintained as to when to accommodate and when
not to.
CONFLICT MANAGEMENT STYLES
Competition or Application of Force
In this style, one party is the winner and the other is the loser.
This style is used when relationships are not important to a party and
the party is aggressive as well as certain about its decision.
Advantages
Rapid conflict resolution.
Increases self respect when the other party can see through the
justification of applying force.
Disadvantages
Relation with opponent may get strained.
May lead to uncontrolled authority.
May require a lot of energy and is stressful for some.
Thank You…
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