1. John Mak
Google image
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2.  What is conflict?
 3 different views of conflict
◦ Traditional
◦ Human relations
◦ Interactionist
 Functional conflicts
 Dysfunctional conflicts
 Types of conflict
◦ Task
◦ Relationship
◦ Process
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3.  6 behaviours at managing conflict
◦ Assess the nature of the conflict
◦ Decide if this is a conflict that needs to be handled
◦ Evaluate the persons involved in the conflict
◦ Know your options for handling the conflict
◦ Deal with the emotional aspects of conflict
◦ Select the best option
 Practice
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4.  Conflict refers to perceived incompatible
differences in some form of interference or
opposition
 Conflict is a natural by-product of people’s
interactions in organizations and cannot be –
nor should it be - eliminated
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5.  Traditional view
◦ All conflict is bad and must be avoided
 Human relations view
◦ Conflict is a natural and inevitable outcome in any
group
 Interactionist view
◦ Some conflict is necessary for a group to perform
effectively
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6.  Conflicts that support a group’s goals and
improve the performance

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7.  Conflicts that prevent a group from achieving
its goals
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8.  Task conflict
◦ Conflict over content and goals of the work
 Relationship conflict
◦ Conflict based on interpersonal relationships
 Process conflict
◦ Conflict over how work gets done
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9.  1. Assess the nature of the conflict
 2. Decide if this is a conflict that needs to be
handled
 3. Evaluate the persons involved in the
conflict
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10.  4. Know your options for handling the conflict
◦ Avoidance
◦ Accommodation
◦ Forcing
◦ Compromise
◦ Collaboration
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11.  Google image
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12.  5. Deal with the emotional aspects of conflict
 6. Select the best option
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13.  The following suggestions are activities you
can do to practise and reinforce the
behaviours associated with managing
conflict:
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14.  Think of a recent conflict you have had with a
friend, colleague, or family member.
◦ What was the source of the conflict?
◦ How did you handle the conflict?
◦ Was the conflict resolved consistently with your
goals?
◦ Was the conflict resolved consistently with the other
person’s goals?
◦ What other ways of handling the conflict might have
been more effective?
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15.  Interview three managers at different
organisations.
 Ask them about their experiences in
managing conflict.
 What behaviours have they found that have
been successful in managing conflict?
 What have they found does not work?
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16.  What is conflict?
 3 different views of conflict
◦ Traditional
◦ Human relations
◦ Interactionist
 Functional conflicts
 Dysfunctional conflicts
 Types of conflict
◦ Task
◦ Relationship
◦ Process
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17.  6 behaviours at managing conflict
◦ Assess the nature of the conflict
◦ Decide if this is a conflict that needs to be handled
◦ Evaluate the persons involved in the conflict
◦ Know your options for handling the conflict
◦ Deal with the emotional aspects of conflict
◦ Select the best option
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18.  Source: Based on S.P. Robbins and P.L. Hunsaker,
Training in InterPersonal Skills, 3rd edn (Upper
Saddle River, NJ: Prentice Hall, 2003), pp. 223-6; PL
Hunsaker, Training in Management Skills; S.
Caudron, ‘On the contrary: Productive conflict has
value’, Workforce, February 1999, pp. 25-7; and C.
Luporter, ‘Improving managers’ interpersonal
skills’, Luporter Report, 14 January 1999.
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