Conflict management

I. Preventing conflict: The foremost action to be taken is to prevent the conflict. According to Schein, measures to prevent the conflict are:

a) Goal structure: Goals should be clearly defined and the role and contribution of each unit must be clearly identified. All units and the individuals in these units must be aware of the importance of their role and such importance must be fully recognized.

b) Reward System: The compensation system should be such that it does not create individual competition or conflict within the unit. It should be appropriate and proportionate to the group effort and reflect the degree of interdependence among units where necessary.

c) Trust and communication: The greater the trust among the members of unit, the more honest and open the communication among them would be. Individuals and units should be encouraged to communicate openly with each other so that they can all understand each other, understand each other’s problems and help each other when necessary.

d) Co-ordination: Properly coordinated activity reduce conflict. Wherever there are problems in co-ordination, a special liaison office should be established to assist such coordination.

II. Ignoring the conflict: In certain situations, it may be advisable to take a passive role and avoid it all together.

III. Smoothing: Smoothing simply means covering up the conflict by appealing for the need for unity rather than addressing the issue of conflict itself. Since the problem is never addressed, the emotions may build up further and suddenly explode. Thus, smoothing provides only a temporary solution and conflict may resurface again in the course of time.

IV. Compromising: A compromise in the conflict is reached by balancing the demands of the conflicting parties and bargaining in a give and take position to reach a solution. Each party gives up something and also gains something. Compromising is a useful technique, particularly when two parties have relatively equal power.

V Forcing: This is technique of domination where the dominator has the power and authority to enforce his own views over the opposing conflicting party. This always ends up in one party being a loser and the other party being a clear winner. This approach causes resentment and hostility and can backfire.

VI. Problem solving: This technique involves “confronting the conflict” in order to seek the best solution to the problem. In this approach, it is realized that there will be differences of opinions which must be resolved through discussions and respect for differing viewpoints. However, it is not so effective in resolving non-communicative types of conflicts such as those that are based on differing value systems.