In previous Units you have studied about the importance of customer relationship management and customer satisfaction. In spite of your best efforts, you may encounter situations of conflict in the course of your work.How will you resolve them? In fact, exposure to conflicting situations and seeking their resolution is an on-going process in life; one conflict follows another. Recall the time when as a small child, you had to choose between a tricycle and a cricket set or, say, a set of dolls and a new frock for a birthday present. That could probably be your first exposure to a conflicting situation.As an adolescent, the conflicting career options − computer scientist, civil servant, professional manager − may have presented themselves for you to choose from. Moreover, your choice may not have matched that of your parents, who wanted you to be a lawyer, a doctor or a Chartered Accountant.Thus you faced a conflict not only at an intrapersonal level, in terms of the various choices confronting you, but also at an interpersonal level – your choice versus your parent’s choice of a career for you.
As a working professional, you may be facing such situations every day with your colleagues, customers or your superiors. Conflict may not be confined at the individual level; it may manifest itself more and more in the organisation. Employees have become more vociferous in their demands for a better deal.Various departments in an organisation face a situation full of conflicts due to reasons such as diversity of goals, scarcity of resources or task inter- dependence. Of course, these are simplistic examples of a conflict. However,each succeeding conflict over the years has been increasingly complicated.
In this unit, we discuss various aspects of conflict management. Conflict is a theme that has occupied the thinking of humans more than anything else,probably with the exception of God and love. Conflict has always been widespread across cultures/religions/sects and our society has managed conflicts and contradictions. Human beings have created conflict with environment and nature. In this unit, we shall confine ourselves to managing contradictions in business and profession. You would appreciate that a lot of interest has been generated in conflict management and resolution in recent times.
Management today is faced with the awesome responsibility of ensuring optimum levels of growth and productivity in an environment that is full of conflicting situations. A recent survey suggests that the modern manager spends over 20% of his time handling one form of conflict or the other. Top and middle level managers need to appreciate the importance of conflict management skills. We hope that the knowledge you gain in this Unit will equip you better to manage conflicting situations more deftly at your workplace. The scope of conflict resolution can be far and wide. We shall focus on interpersonal, group, inter-group, and organisational conflicts in this unit. To set the tone of the unit we would like to quote Kelly, a renowned management expert: “Perfect organisational health is not freedom from conflict. On the contrary, if properly handled, conflicts can lead to be more effective and appreciate adjustments.”
As a working professional, you may be facing such situations every day with your colleagues, customers or your superiors. Conflict may not be confined at the individual level; it may manifest itself more and more in the organisation. Employees have become more vociferous in their demands for a better deal.Various departments in an organisation face a situation full of conflicts due to reasons such as diversity of goals, scarcity of resources or task inter- dependence. Of course, these are simplistic examples of a conflict. However,each succeeding conflict over the years has been increasingly complicated.
In this unit, we discuss various aspects of conflict management. Conflict is a theme that has occupied the thinking of humans more than anything else,probably with the exception of God and love. Conflict has always been widespread across cultures/religions/sects and our society has managed conflicts and contradictions. Human beings have created conflict with environment and nature. In this unit, we shall confine ourselves to managing contradictions in business and profession. You would appreciate that a lot of interest has been generated in conflict management and resolution in recent times.
Management today is faced with the awesome responsibility of ensuring optimum levels of growth and productivity in an environment that is full of conflicting situations. A recent survey suggests that the modern manager spends over 20% of his time handling one form of conflict or the other. Top and middle level managers need to appreciate the importance of conflict management skills. We hope that the knowledge you gain in this Unit will equip you better to manage conflicting situations more deftly at your workplace. The scope of conflict resolution can be far and wide. We shall focus on interpersonal, group, inter-group, and organisational conflicts in this unit. To set the tone of the unit we would like to quote Kelly, a renowned management expert: “Perfect organisational health is not freedom from conflict. On the contrary, if properly handled, conflicts can lead to be more effective and appreciate adjustments.”
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