5. Conflict Management

5. Conflict Management. Differences of opinion occur in any group. They may be
expressed in different ways:
 By argument: this is the constructive exchange of ideas with the positive
intention of reaching an agreement
 By competition: this may be constructive or destructive
i. Constructive competition enhances motivation and results
ii. Destructive competition occurs when results are achieved at the
expense of another („zero-sum‟ competition)
 By conflict. Symptoms: poor communication, interpersonal differences,
inflexible attitudes toward change and low morale and frustration.
Conflicts may be caused by disputes about the boundaries of authority or differences in
the objectives of different groups or individuals.
The tactics of conflict:
 Withholding information
 Distorting information
 Imposition of rules or restrictions by one group on another in order to bolster up
its own importance
 Favoritism
 „Witch-hunting‟
Effective conflict management may be achieved through effective communication by:
 encouraging fuller employee participation in decision-making
 providing (preferably informal) negotiation and arbitration for settling disputes
 using persuasion to establish cooperation, trust and good will between individuals.