Page 13 - DMGT519_Conflict Management and Negotiation Skills

Unit 1: Conflict

In resolving conflict using this approach, you follow these rules: Notes
 Make sure that good relationships are the first priority: As far as possible, make sure that
you treat the other calmly and that you try to build mutual respect. Do your best to be
courteous to one-another and remain constructive under pressure.
 Keep people and problems separate: Recognize that in many cases the other person is not
just “being difficult” – real and valid differences can lie behind conflictive positions. By
separating the problem from the person, real issues can be debated without damaging
working relationships.
 Pay attention to the interests that are being presented: By listening carefully you’ll most-
likely understand why the person is adopting his or her position.

 Listen first; talk second: To solve a problem effectively you have to understand where the
other person is coming from before defending your own position.

 Set out the “Facts”: Agree and establish the objective, observable elements that will have
an impact on the decision.
 Explore options together: Be open to the idea that a third position may exist, and that you
can get to this idea jointly.
By following these rules, you can often keep contentious discussions positive and constructive.
This helps to prevent the antagonism and dislike which so-often causes conflict to spin out of
control.

Task Conduct a debate on following statements and interpret them “Conflict cannot be
suppressed or deferred indefinitely”

Self Assessment

State whether the following statements are True or False:

6. Functional Conflict supports the goals of group and improves its performance whereas
dysfunctional conflict hinders group performance.
7. Self-organisation is considered to be one of the hallmarks of a Vertical system.

8. Lorenz‘s renowned ¯butterfly effect Complex systems are open systems, exchanging energy
and information with their environment
9. Functional theory is an approach to social life that stresses functional parts working
together for a specific end.
10. The main reason for intergroup conflict is interdependence among them

1.3 Constructive and Destructive Conflict

Conflict cannot be suppressed or deferred indefinitely. Unsolved conflicts are potent source of
trouble.
Poorly handled conflict saps everyone’s energy, interferes with interpersonal relationships, and
prevents groups from reaching their goals. Handled correctly, however, conflict can yield positive
outcomes, as M. Kennedy (1998) says “When managed correctly, conflict produces the following
results: new ideas for changing organizational processes, solving of continuous problems, a

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