Qassim University College of Engineering Civil Engineering Department

Title: Conflict Management

by: Mazen salah Al-Harbi PIN No: 426035400 Submitted to: Prof. Tomas Ucol Ganir Jr

Date of submitted: 19/5/2010

Group No: 3

Table content:
*Introduction *What is conflict? *The differences between "competition" and "conflict" *Types of conflict *Conflict Process *Antecedent Conditions *How to create conflict? *General causes of conflicts *Effects of conflict in organizations *Conflict Table *Methods to deal with conflicts *Steps to resolve conflicts *How to prevent conflicts *Conflict Resolution *Key Points to Remember *Conclusion *References

6-5 Conflict Management

Introduction:
For any organization to be effective and efficient in achieving its goals, the people in the organization need to have a shared vision of what they are striving to achieve, as well as clear objectives for each team / department and individual. You also need ways of recognizing and resolving conflict amongst people, so that conflict does not become so serious that co-operation is impossible. All members of any organization need to have ways of keeping conflict to a minimum and of solving problems caused by conflict, before conflict becomes a major obstacle to your work

What is conflict?

Conflict management is the process of planning

to avoid conflict where possible and organizing to resolve conflict where it does happen, as rapidly and smoothly as possible

The differences between "competition" and "conflict"

"Competition" usually brings out the best in people, as they strive to be top in their field, scientific inventions or outstanding effort in solving a community problem. When competition becomes unfriendly or bitter, though, conflict can begin - and this can bring out the worst in people

Types of conflict
*Inter-personal and intra-personal *Inter-group and intra-group *Competitive and Disruptive

Conflict Process
Antecedent Conflict Process conditions Perceived conflict

Felt Conflict
Manifest behavior
Conflict Resolution Or Suppression

Resolution aftermath

Antecedent Conditions
* Scarcity of resources *different attitudes, values or perceptions.

*poor communication.
*poor or inadequate organizational structure. *lack of teamwork. *lack of clarity in roles and responsibilities.

How to create conflict?

-Not being a role model -Be judgmental -Send written messages -Subordinate should come to see me -Make yourself inaccessible to your team -Telling them? Consulting them? Or deciding with them?

-Come tomorrow
-Introduce change without consultation or discussion

General causes of conflicts

-Poorly defined goals

-Divergent personal values

-Lack of cooperation/trust -Competition of scarce resources -Unclear roles/lack of job description

Effects of conflict in organizations

-Stress -Absenteeism -Staff turnover -De-motivation

-Non-productivity

Conflict Table I win You win Win-Win I lose Lose-Win

You lose

Win-Lose

Lose-Lose

Methods to deal with conflicts

-Competition (win-lose situation)
-Accommodation (win-win situation)

-Avoidance (lose-lose situation)

-Compromise (lose-lose situation)

-Collaboration (win-win situation(

Steps to resolve conflicts

-Listen actively -Maintain equity -Focus on issue, not on personality -Avoid blame -Identify key theme

-Identify alternate solutions

-Give your positive feedback -Agree on an action plan

How to prevent conflicts

-Frequent meeting of your team
-Allow your team to express openly

-Sharing objectives
-Distributing task fairly -Never criticize team members publicly -Always be fair and just with your team -Being a role model

Conflict Resolution
To Resolve a Conflict What to say or do? Why?

1. Calm yourself 2. Restore order 3. Hear their stories

Take a deep breath, say "relax" Take a "Time Out" "Help me understand your concern." Eye contact, don't interrupt

Clears thinking, models control Stops the fight, contains the damage Gathers information, defuses tension Honors the need to be heard

4. Listen carefully

5. Generate solutions
6. Agree on a solution 7. Test for satisfaction

"How could we resolve this?"

"Would this work for you?" "Are you sure this will work for you?"

Moves from accusations to solutions

Moves to resolution, brings closure Assures clear communication

Key Points to Remember

Be a model of calm and control

Don't give in to emotional outbursts

Don't assume people are being difficult intentionally

Find a quiet place to resolve conflicts....privately

Set some ground rules for the discussion:

- No raising of voices

- Confront the issues, not the people

- Maintain or enhance self-esteem

Conclusion
Stress and conflict are facts of our daily lives. We encounter both at work and at home. Conflict exists when individuals or groups disagree or have differing values or goals . How we manage conflict depends on our comfort level. "Often people feel more comfortable addressing the conflict that arises in their personal lives rather than the professional conflicts that arise from the job setting". Conflict arises from power; leading to issues that need to be resolved quickly through effective conflict management.

what are general steps for solving conflict?

References

*Chapter 6-Project Execution Process by Prof. Tomas Ucol Ganiron Jr * http://www.etu.org.za/toolbox/docs/building/conflict.html#how3 * http://www.cheathouse.com/essay/conflict-management-4 * http://www.teambuildinginc.com/tps/031c6.htm