Chapter 9 : Conflict Management Processes

Summary from Textbook:

Conflict can be defined as the interaction of interdependent people who perceive opposition of goals, aims and values, and who see the other party as potentially interfering with the realization of these goals. Three characteristics of conflict are thus seen: incompatible goals of each person, interdependence of each person on another, and interaction between people involved.
There are several levels of organizational conflict: interpersonal conflict- between individuals, intergroup conflict- between different groups, and interorganizational conflict- between two or more organizations.

As conflicts develop and are resolved, 5 phases are seen:

• Latent conflict- in which the situation where conditions for conflict arises


• Perceived conflict- when either party believes the other is wrong


• Felt conflict- formulation of strategies and solutions of conflict


• Manifest conflict- resolving conflict


• Conflict aftermath- short and long term consequences

There are several conflict management styles:

• Avoidance- ignoring needs of both parties


• Accommodating- putting others’ needs before yours


• Competition- insisting on your needs


• Compromise- middle ground of both parties’ needs


• Collaborative- finding a solution that satisfies both parties’ needs fully

A second strategy of dealing with conflict is through bargaining or negotiation. It is often a formal activity in which parties can settle intergroup or interorganizational conflicts. Individuals usually represent the parties involved.

There are two types of bargaining that differ in goals, issues, communicative processes and outcomes:

• Distributive bargaining- focusing on maximizing own gains and minimizing losses


• Integrative bargaining- maximizing gains and benefits for both parties

A third strategy for dealing with conflict is the third-party conflict resolution. This happens when it is impossible to resolve the conflict using the first two strategies. These third parties are usually known as mediators or arbitrators. Communication is often very important to develop a solution, and there are various tactics used: directive- mediator initiating recommendations, non-directive- mediators attempt to secure information and clarify misunderstandings, procedural- mediator establishes agenda and protocol, reflexive- mediator regulating tone of interaction.

There are several factors that influence the conflict management:

• Personal factors- factors such as gender, personality, and the way an individual frames a conflict


• Relational factors- relationships between conflict parties and how it influences the interaction through which conflict is managed


• Cultural factors- aspects of organizational, national and ethnic culture that may influence conflict management

Different approaches look at conflict differently, and consider conflict management in different ways:

• Classical- conflict viewed as breakdown of communication, and is managed by third parties


• Human relations- conflict viewed negatively, and parties are encouraged to avoid conflicts or to reach a compromise


• Human resources- conflict viewed as a means for growth and development, and parties are encouraged to collaborate on solutions to satisfy everyone


• Systems- conflict viewed as cycles of activities that escalate or de-escalate.


• Cultural- conflict viewed as coming from difference in metaphors and value systems of individuals and groups


• Critical- conflicts viewed as imbalance of power

This chapter is also important, as it explains how conflicts can be resolved. Conflicts are not only seen in organizations, but also in our everyday life. Negotiation is not only on a relatively small scale between organizations or groups within it, but can be used on a large scale, for example between countries, or even the smallest scale, such as bargaining between a buyer and seller at the marketplace.

Reference:

Miller, K 2009, Organizational Communication: Approaches and Processes, 6^th edition, Belmont, CA, Wadsworth Publishing Company.