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Chapter 12

Chapter 12. Managing Conflict and Change. Learning Objectives. Define conflict and explain some of the major types of conflict. Relate some of the most effective ways of managing conflict. Discuss how change occurs.

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Chapter 12

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  1. Chapter 12 Managing Conflict and Change

  2. Learning Objectives • Define conflict and explain some of the major types of conflict. • Relate some of the most effective ways of managing conflict. • Discuss how change occurs. • Explain four common responses to change – rejection, resistance, tolerance, and acceptance. • Identify three dimensions of change.

  3. Learning Objectives (contd.) • Describe the five basic steps in the change process. • Describe the characteristics of a change leader. • Explain how participation and communication can help the manager implement change, and how structural changes can be used as change interventions. • Discuss how organizational development interventions can be effectively employed in dealing with change.

  4. Figure 12.1Blocked Need Drive and Frustration Need Drive Desired Goal Barrier Frustration

  5. Approaches to Resolving Conflict • Mutual problem solving • Expansion of resources • Smoothing • Compromise

  6. Change Change is any modification of the status quo

  7. Responses to Change • Rejection is the refusal to accommodate a particular condition or change • Resistance • Overt resistance is observable • Covert resistance is not readily observable • Tolerance involves putting up with a change • Acceptance

  8. Figure 12.4Analysis of Response to Change Rejection Psychological Factors Resistance Explanation of Proposed Change Proposed Change Attitude Tolerance Personal Factors Social Factors Acceptance

  9. Causes of Resistance to Change • Obsolescence of job skills • Fear of the unknown • Fear of economic loss • Ego defensiveness • The comfort of the status quo • Shortsightedness • Peer pressure • Lack of information • Social displacement

  10. Managing Change • Understand the three dimensions of change • Know the basic steps in the change process • Understand the characteristics of change leaders • Be aware of the importance of participation and communication

  11. The Dimensions of Change • The logical dimension of change is based on scientific reasons • The psychological dimension of change is based on how the individual will be affected • The sociological dimension of change is based on how the change will affect the group

  12. Organizational Development • Organizational development is an effort to improve an enterprise’s effectiveness by dealing with individual, group, and organizational problems • An OD intervention is a method used in carrying out the OD process • An OD change agent is a person who carries out or leads an OD intervention

  13. OD Intervention Techniques • Team building is an OD intervention for resolving group problems • Survey feedback is an OD intervention based on the collection of data and the feeding back of this information to the organizational personnel

  14. Conflict Frustration Interpersonal conflict Institutionalized conflict Emergent conflict Counseling Mutual problem solving Smoothing Compromise Change Rejection Overt resistance Covert resistance Logical dimension Psychological dimension Key Terms in the Chapter

  15. Sociological dimension Organizational development OD intervention OD change agent Role-playing Team building Survey feedback Key Terms in the Chapter (contd.)

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