Managing Conflict.pdf - IT GE Elec 3 – Leadership and...

IT GE Elec 3 – Leadership and Management in the Profession
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Chapter 13: Managing Conflict
Introduction
Conflict is inevitable in groups and organizations, and it presents both a challenge and a true opportunity for
every leader. In the well-known book Getting to Yes, Fisher and Ury (1981) contend that handling conflict is a
daily occurrence for all of us. People differ, and because they do, they need to negotiate with others about their
differences (pp. xi – xii). Getting to Yes asserts that mutual agreement is possible in any conflict situation — if
people are willing to negotiate in authentic ways.
The important question we address in this chapter is not “How can we avoid conflict and eliminate change?”
but rather “How can we manage conflict and produce positive change?” When leaders handle conflict
effectively, problem solving increases, interpersonal relationships become stronger, and stress surrounding the
conflict decreases.
Communication plays a central role in handling conflict. Conflict is an interactive process between two or more
parties that requires effective human interaction. By communicating effectively, leaders and followers can
successfully resolve conflicts to bring positive results.
Learning Outcome
By the end of this module, students will be able to:
• Explain the importance of managing conflict at the content level and the relational level
• Differentiate and discuss approaches to managing and resolving conflicts
Learning Content
Conflict Explained
Conflict has been studied from multiple perspectives, including intrapersonal, interpersonal, and societal.
Intrapersonal conflict refers to the discord that occurs within an individual. It is a topic often studied by
psychologists and personality theorists who are interested in the dynamics of personality and factors that
predispose people to inner conflicts.
Interpersonal conflict refers to the disputes that arise between individuals. This is the type of conflict we focus
on when we discuss conflict in organizations.
Societal conflict refers to clashes between societies and nations. Studies in this field focus on the causes of
international conflicts, war, and peace. The continuing crisis between the Israelis and the Palestinians is a good
example of social conflict.
According to Wilmot and Hocker (2011, p. 11), Conflict is a felt struggle between two or more interdependent
individuals over perceived incompatible differences in beliefs, values, and goals, or over differences in desires
for esteem, control, and connectedness. This definition emphasizes several unique aspects of conflict (Wilmot
& Hocker, 2011).
First, conflict is a struggle ; it is the result of opposing forces coming together.
For example, there is conflict when a leader and a senior-level employee oppose each other on whether or not
all employees must work on weekends. Similarly, conflict occurs when a school principal and a parent disagree
on the type of sex education program that should be adopted in a school system. In short, conflict involves a
clash between opposing parties.