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Unit 8: Communication and Conflict

interrole conflict. This happens because different people with whom the role holder interacts Notes
have different expectations from him.
Person–role Conflict: This takes place when a person in a role has to perform activities that
are not part of his value system. For example, a highly ethical individual experiences this
conflict when he has to offer bribes to get an order from a client. A person trying to sell
a product of very low quality to a customer without disclosing quality aspects may experience
person–role conflict. A devout employee who is expected to work on a religious holiday
experiences person–role conflict. Another form of intrapersonal conflict can arise because of
mutually exclusive goals that a person sets for himself. There are three types of such goal
conflicts:

8.10.3 Goal-related Conflicts
Approach–approach Conflict: This conflict arises when the incumbent is faced with two
attractive goals and one has to be chosen over the other. A student who receives admission
calls from two very reputed institutes for his post graduation and a person having to choose
between two equally attractive jobs both experience approach–approach conflict.
Approach–avoidance Conflict: This conflict arises when a person has to choose between two
goals, both important, one attractive and the other unattractive and therefore, avoidable. A
student scheduled to appear for final exams in school the next day might experience this
conflict if an important cricket match is scheduled to be relayed on the television before the
examination.
Avoidance–avoidance Conflict: This conflict is faced by an incumbent who has to make a
choice between two equally unattractive, but important goals. A candidate who has to make
a choice between two jobs, one low paying and the other requiring relocation, experiences
avoidance–avoidance conflict.
Intrapersonal conflicts are advantageous as they help us choose the right path and add on
to our personal growth as well. They may be equated with what are referred to as defining
moments that put across to us the challenges of choosing between what is right and what
is wrong. Intrapersonal conflicts can be managed effectively by creating appropriate job-
person fit in the organization because if there is a good fit between the values of an
individual and the organization, the person is more satisfied and attached to the organization.

8.10.4 Interpersonal Conflict
Interpersonal conflict occurs when two persons’ attitudes, behaviour, and actions are in
opposition. Personality clashes lead to interpersonal conflicts in organizations. Interpersonal
conflicts also result when there is a lack of clarity in terms of understanding one’s role in
a given situation with respect to another person. When a person in the role set receives a
message that is either unclear or incompatible, it causes role conflict. It can happen because
of several reasons:
• A single person may send incompatible or different messages to the role incumbent.
• Two persons may send incompatible or totally opposite messages to the role incumbent.
• The person occupying the role may not be in a position to completely satisfy the
demands of the role because of pressures from another role demand.
• When the role sender sends messages that are incompatible with the incumbent’s set
of values.

Interpersonal conflict may also occur because of lack of clarity experienced by the role
incumbent with respect to his roles. The lack of clarity about a role or role ambiguity, leads
to aggressive actions and hostile communication, withdrawal from the role, or an attempt
to clarify the ambiguity. Research findings suggest that high level of role conflict and
ambiguity may lead to higher absenteeism and turnover.

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