Session 6

Managing Conflict
Course Name: CB142
Year : 2011


Learning Outcome
Student will be able to application the strategic to
resolve the conflict in team working
Bina Nusantara
Source;
Suzanne C. De Janasz, Karen O. Dowd, Beth Z.
Schneider, (2006), Interpersonal Skill In
Organizations, New York: Mc Graw Hill, pp.200-211
Definition
Conflict is any situation in which there are
incompatible goals, cognitions, or emotions within or
between individuals or groups that lead to opposing
needs, wishes, ideas, interests, or people.
Conflict is a normal part of life. In every organization,
family, relationship, and community, there are
conflicts of idea, values, thought, and actions. Conflict
is a given.


Bina Nusantara
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Two types of Conflict
1) Positive Conflict
Positive conflict is functional
and supports or benefits the
organizations of persons
main objective. Conflict is
viewed as positive when it
result in;
increased involvement,
increased cohesion,
increased innovation and
creativity, positive personal
growth and change,
clarification of key issues,
values clarification

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2). Negative conflict
Negative conflict is dysfunctional
and hinders the organizations or
the persons performance or ability
to attain goals or objectives.
Conflict is viewed as negative
when it results in;
Unresolved anger, personal
clashes, low self-esteem or self-
confidence, unclear or opposing
views on who is or should be
responsible for what, problem of
efficiency and unfinished business

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Sources of Interpersonal Conflict
Limited Resources
Differences in Goals/Objectives
Miscommunication
Differing Attitude, Values, and
Perceptions
Style Differences
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Conflict Management Strategies
Avoiding
Accommodating
Compromising
Competing
Collaborating

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Conflict Prevention Techniques
1) Team building
Setting clear objectives
Developing shared goals
Establishing team norms
Understanding the stages through which team
progress
Clarifying expectations
Planning projects and meeting deadlines
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2). Diversity Training
Self-awareness of personal
prejudices and stereotypes
Individual differences and how
they develop
Valuing differences
Maximizing each persons
strength and capabilities to the
advantages of the organizing
Understanding and reducing
discrimination
Legal guideline for dealing with
issues such as sexual
harassment
Cross-training and cross-
functional team training

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3). Conflict Management Training. These
programs teach participants to:
Handle conflict constructively
Respect the legitimacy of others points
of view, feeling, and perceptions
Listen actively
Communicate assertively
Problem-solve collaboratively
Support conflict constructively
Help Others avert unnecessary strife
Use communication skills to influence
the way in which conflict is handled
Anticipate and act accordingly
Be aware of potential problems and
deal with them while they are still minor


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4). Resource allocation
5). Communication
6). Managing Others Expectations
7). Focusing on the Others First.