Chapter three : Conflict management
What is conflict?
Conflict: the negative differences of opinion or the varied emotions people experience, often due to a dispute over a particular
issue.
Conflict is not always bad – it can lead to a positive outcome. Eg. a colleague offers a Jewish co-worker a ham sandwich.
If the Jewish colleague explains why he won’t eat it, they understand and respect each other’s culture more.
KEY TERMS :
1. Functional conflict: conflict handled in a healthy, respectful way with a positive outcome.
2. Dysfunctional conflict: conflict that leads to a decline in productivity.
3. Win-win: both parties gain from how the conflict is resolved.
4. Third party intervention: an outside party (eg. the CCMA) helps resolve the conflict.
A) Functional vs dysfunctional conflict
1) Functional conflict: parties respect each other’s opinions → innovation, creativity and higher productivity
a. Needs respect, listening to the other’s point of view, acknowledging there may be merit in it, and compromise →
win-win
b. A manager may play devil’s advocate to create conflict so the group bonds (eg. a grade 8 induction programme)
c. Possible outcomes:
i. Creates awareness of a problem, which can then be solved
ii. A wider range of ideas, more participation, no more “group think” → creativity
iii. Inaccurate perceptions are discussed and misconceptions cleared
iv. Individuals’ views are clarified and cooperation follows
2) Dysfunctional conflict: leads to a decline in productivity
a. Caused by misperceptions, ambitions and egos, unwillingness to compromise, misunderstandings and lack of
communication
b. The manager must step in. If no compromise is reached, he may force employees to set aside their differences
c. Possible outcomes:
i. A climate of mistrust → poor teamwork and cooperation
What is conflict?
Conflict: the negative differences of opinion or the varied emotions people experience, often due to a dispute over a particular
issue.
Conflict is not always bad – it can lead to a positive outcome. Eg. a colleague offers a Jewish co-worker a ham sandwich.
If the Jewish colleague explains why he won’t eat it, they understand and respect each other’s culture more.
KEY TERMS :
1. Functional conflict: conflict handled in a healthy, respectful way with a positive outcome.
2. Dysfunctional conflict: conflict that leads to a decline in productivity.
3. Win-win: both parties gain from how the conflict is resolved.
4. Third party intervention: an outside party (eg. the CCMA) helps resolve the conflict.
A) Functional vs dysfunctional conflict
1) Functional conflict: parties respect each other’s opinions → innovation, creativity and higher productivity
a. Needs respect, listening to the other’s point of view, acknowledging there may be merit in it, and compromise →
win-win
b. A manager may play devil’s advocate to create conflict so the group bonds (eg. a grade 8 induction programme)
c. Possible outcomes:
i. Creates awareness of a problem, which can then be solved
ii. A wider range of ideas, more participation, no more “group think” → creativity
iii. Inaccurate perceptions are discussed and misconceptions cleared
iv. Individuals’ views are clarified and cooperation follows
2) Dysfunctional conflict: leads to a decline in productivity
a. Caused by misperceptions, ambitions and egos, unwillingness to compromise, misunderstandings and lack of
communication
b. The manager must step in. If no compromise is reached, he may force employees to set aside their differences
c. Possible outcomes:
i. A climate of mistrust → poor teamwork and cooperation
