Understanding and Managing Conflict
Understanding Conflict
Conflict is a clash between differing positions within a person, between people, or between groups, states, and other communities. It’s a sign of growth, an opportunity for improvement, self-discovery, forgiveness, acceptance, and emotional and spiritual maturity.
Anatomy of a Conflict
- Differing opinions on problem-solving lead to detachment.
- Detachment leads to disagreements.
- Disagreements result in conflict.
Causes of Conflict
- Internal conflict (emotional)
- Unmet needs or desires (ambition)
- Perceptions
- Limited information
- Unrealistic expectations (too high or too low)
- Differences in personality, race, gender, and styles
Reasons for Conflict Escalation
- Poor communication
- Power struggles
- Dissatisfaction with supervisory styles
- Ineffective leadership
- Lack of transparency
- Changes in leadership
Types of Conflict
Conflict can be a positive or negative force. The goal isn’t to eliminate all conflict, but to manage those that hinder organizational objectives. Conflicts can be categorized as functional or dysfunctional.
Functional Conflict
Functional conflict is a positive confrontation that benefits the organization. For example, two hospital departments might disagree on the most efficient system for providing care to low-income families in rural areas. This type of conflict can lead to improved solutions.
Dysfunctional Conflict
Dysfunctional conflict harms the organization and prevents it from achieving its goals. Management should strive to eliminate this type of conflict, which can negatively impact individuals, groups, and the entire organization.
Four Main Types of Dysfunctional Conflict
- Conflicts of Multiple Roles: A manager might face pressure to side with colleagues or employees in a dispute, creating a conflict of loyalty.
- Scarce Resources: Limited time, money, and human resources can lead to conflict when demand exceeds supply.
- Intergroup Conflict: For example, in football, players operate within the rules of the game, while fans may not, leading to potential clashes.
- Differing Values and Priorities: Conflicts involving values are difficult to resolve because values are fundamental to individual beliefs.
- Differing Perceptions of a Problem: Even when there’s general agreement about a problem, differing perceptions of its causes, impact, and solutions can create conflict.
Conflict Indicators
- Body language
- Disagreements
- Clashes with values
- Power struggles
- Disrespect
- Lack of clear goals
Managing Interpersonal Conflict
- Avoiding
- Accommodating
- Competing
- Compromising
- Collaborating
Responses to Conflict
Withdrawal
Isolating oneself from the other party to maintain objectivity and manage emotions, especially those that reduce sensitivity towards the person(s) involved.
Persuasion
Attempting to change the other party’s position by providing supporting evidence, discrediting their information, highlighting potential costs and disadvantages of their position, and emphasizing the benefits of one’s own position.
Pressure
Using tactics like threats, punishment, inflexibility, manipulation, emotional appeals, and playing sick. Long-term pressure can lead to aggression, resentment, sabotage, and absenteeism.
Conciliation
Ignoring differences to avoid hostility, particularly in personal interactions. However, this can be an evasive tactic. It involves avoiding accusations, threats, or negative comments. Conciliation loses effectiveness if used constantly to avoid confrontation, and conflicts can worsen if ignored for too long.