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Unit 8: Communication and Conflict



                 Positive Attitude                                                                     Notes

                 Conflicts in organizations can be positive forces. The creation and resolution of conflict can
                 lead to constructive problem solving. The need to resolve conflict can lead people to search
                 for ways of changing how they do things. The conflict-resolution process can stimulate
                 innovation and positive change, as well as make change acceptable. This view was clearly
                 demonstrated in a study of managers. When asked about the positive effects of conflict, their
                 response was that positive effects of conflict consisted of three main strategies: beneficial
                 effects on productivity, relationship outcomes, and constructive organizational change. The
                 responses to the first strategy included statements such as “Our work productivity went up”
                 and “We produce quality products on time.” Responding to the second strategy, managers
                 said, “Sensitivity to others increased” and “Better communication models were developed.”
                 About the third strategy, managers’ responses were: “We adopted more effective controls”
                 and “Better job descriptions and expectations were drawn up.”


                               A positive attitude towards conflict encourages people to solve their
                               differences, to participate in developing an ethical and fair organization,
                               and to directly handle injustice.

                 Negative Attitude
                 Conflict can also have serious negative effects, diverting attention from the goal and depleting
                 resources, especially time and money. Conflict can negatively affect the psychological well being
                 of employees and cause stress. Severe conflicting thoughts, ideas, and beliefs can lead to
                 resentment, tension, and anxiety. These feelings appear to result from the threat that conflicts
                 pose to interpersonal goals and beliefs. Over an extended period, conflicts can make it difficult
                 to create and maintain supportive and trusting relationships. When cooperation is required,
                 severe conflict and competition hurts performance. Pressure for results tends to emphasize
                 immediate and measurable goals, such as reducing sales cost, at the expense of long-term and
                 more important goals, such as product quality. Deep and lasting conflicts that are not addressed
                 can even trigger violence among employees or between employees and others.
                 Balanced Attitude

                 Conflict can be desirable sometimes and destructive at other times. Although some conflicts
                 can be avoided and reduced, others have to be resolved and properly managed. The balanced
                 attitude is sensitive to the consequences of conflict, ranging from negative outcomes, such
                 as loss of skilled employees, sabotage, low quality of work, stress and violence, to positive
                 outcomes, such as creative alternatives, increased motivation and commitment, high quality
                 of work, and personal satisfaction. The balanced attitude recognizes that conflict occurs in
                 an organization whenever interests collide. Sometimes, employees think differently, want
                 to act differently, and seek to pursue separate goals. When these differences divide
                 interdependent individuals, they must be constructively managed.


                               Conflict management involve implementing strategies to limit the
                               negative aspects of conflict and to increase the positive aspects of conflict
                               at a level equal to or higher than where the conflict is taking place.

                 8.8 Stages of Conflict


                 Although a conflict does not exist until one party perceives that another party may negatively
                 affect something that the first party cares about, the development of antecedent conditions
                 or sources of conflict mark the beginning of the process.



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