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CONFLICT RESOLUTION DCE3712

CONFLICT RESOLUTION DCE3712. 3 credit hours (2+1). Lecturer : Dr. Jamilah Othman. JPPPL – FPP UNIVERSITI PUTRA MALAYSIA SEMESTER 2 2014/2015. Telephone : 03- 8946 8233 e-mail : jamilah.othman@gmail.com Semester : Semester Kedua 2014/2015. OBJECTIVE.

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CONFLICT RESOLUTION DCE3712

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  1. CONFLICT RESOLUTIONDCE3712 3 credit hours (2+1) Lecturer : Dr. Jamilah Othman JPPPL – FPP UNIVERSITI PUTRA MALAYSIASEMESTER 2 2014/2015

  2. Telephone : 03- 8946 8233 e-mail : jamilah.othman@gmail.com Semester : Semester Kedua 2014/2015

  3. OBJECTIVE At the end of this course, student will be able to: • Understand concepts and theories of coflict. (C4) • Describe, analyze and evaluate situations of conflict at various contexts.(C6) • Harness their skills in handling conflict. (A5)

  4. SYNOPSIS • This Course Covers Basic Concepts And Theories Of Conflict, Sources And Effects Of Conflict, Types Of Conflict, Strategies For Conflict Resolution, Application Of Conflict Resolution In Human Resource Development, And Current Issues In Conflict.

  5. Contents • Concept and Theories of Conflict • Views Of Conflict • Context And Level Of Conflict • Theories Of Conflict Management • Types Of Conflict • Intrapersonal • Interpersonal • Intergroup • Intragroup • International

  6. Factors Related To Conflict • Control Over Resources • Preferences And Nuisances (Priorities And Disturbances) • Values • Beliefs • The Nature Of The Relationship Of The Conflicting Parties • Methods Of Handling Conflict • Competition & Cooperation • Conflict Handling Styles • Third-Party Roles • Negotiation • Mediation

  7. Outcomes Of Conflict • Positive Outcome Of Conflict • Negative Outcome Of Conflict • Skills Required In Handling Conflict • Identifying Conflict Situations • Communication • Stress Management • Anger Management • Problem Solving

  8. Issues In Conflict Management • Human Rights • Violence • Stereotype And Generalizations • Conflict Case Studies • Interpersonal Conflict • Family Conflict • Organizational Conflict • Community Conflict • International/Interstate Conflict

  9. Views of Conflict • Conflict is a fact of life • Conflict is a universal phenomenon • Conflict is a perception issue • Conflict happens as a result of individual’s perception of a phenomenon • Conflict is a sharp disagreement or opposition of interest or idea • A conflict exist whenever incompatibality occurs • The Outcome of Conflict Can be Negative or Positive • Conflict accurs when an individual or group feels negatively affected by another individual or group

  10. The Views About Conflict • The Functionalist View The belief that conflict is harmful and must be avoided. • The Human Relationship View The belief that conflict is a natural and inevitable outcome in any group or relationship.

  11. The Interactionist View The belief that conflict is not only a positive force in a group, but that it is absolutely necessary for a group to perform effectively. • The Structuralist View The belief that there is always an underlying structural conflict between the producers of economic wealth and those who benefit most from the economic system.

  12. Deutch (1973) A conflict exists whenever incompatible activities occur. • Tjosvold & Johnson(1989) Conflict is not to be avoided or eliminated, but managed.

  13. Jamilah, Rahim & Aminah (2006) Conflict happens as a result of individual’s perception of a phenomenon, whereby the phenomenon itself is presented as an obstacle to the individuals.

  14. Content and Level of Conflict • Intrapersonal - conflict within the individual, the conflict is internal to the individual or inside oneself, - make decisions over choices - face dilemma when decision is difficult (eg.) role conflict • Interpersonal - Conflict between individuals - Individuals can be within the same team or outside the team (eg) Conflict between one employee with another employee of the same department, conflict between siblings

  15.  Intragroup - Conflict within a team or group - Conflict between members of a team or group (eg) Conflict between members of family, organization, football team, etc.  Intergroup - Conflict between two or more teams or groups (eg) conflict between families, departments, organizations, countries, communities culture, religious groups etc.

  16. Theories of Conflict Resolution • A theory is a means of explaining how something works • The focus of a theory’s explanation directs attentions to that part of the conflict and assigns the underlying explanation on the cause of conflict • Psychodynamic and Attribution Theories - The way people act in conflict is due to the individuals ways of thinking a. Psychodynamic Theory - based on psychological theories by Sigmund Freud - people experience conflict because of their intrapersonal state - it explains how individuals respond to conflict situations, particularly in light of their aggressive impulses and their anxieties - the theory points out that people are not always aware of their motivations that drive their behavior - non-substaintive conflict (to release tension unrelated to the other person in the conflict situation) - misplased or displased conflict (conflict is acted out with the wrong person over the wrong issue)

  17. b. Attribution Theory - An individual makes conclusions about the other person’s behavior - Conclusions about the other individual are based on attributes about that individual or on inferences about the meanings, causes, or outcomes of conflict. - an attribution affects the way individual define conflicts, interpret the other’s behavior, and choose strategies to achieve their goals effectively within conflict situations. - individual conceptualize conflict and attribute it to various causes. - the perception of conflict arises when an individual feels frustration, thinks about the cause, and acts in response to it

  18. 2. Relationship Theories - focus on how relationships between people involved in a conflict is enacted and resolved a. Social Exchange Theory - people evaluate their interpersonal relationships in terms of their value created by the costs and rewards associated with the relationship. - the cost is the feelings on the assessment on the amount of effort put into the relationship - the rewards is what is received as a result of the relationship - the theory assumes that people choose their behaviors due to self-interest and a desire to maximize rewards and minimize costs. - conflict arises when one person in the relationship feels that the outcomes are too low and perceive that the other will resist any attempt to raise the outcome.

  19. b. Game Theory - people act in conflict situations from a position of self-interest, and that moves and couter moves are chosen to maximize rewards and minimize costs. - interdependent actions and estimations of moves and countermoves within a conflict situation affect the movement of a conflict toward resolution. c. Systems Theory - it assumes that conflict represents a breakdown in communication from the normal, harmonious state of affairs. - it also assumes that conflict as a normal part of interaction. - sees conflict as an important part of a system - allows change and adaptation to various demands.

  20. 3. Structural Theory - The struggle between social factions (groups of different beliefs and values) - These factions may co-exist peacefully although basically they may be hostile to each other

  21. Marxism and Capitalism - structural conflict that exist due to control of the production and distribution of wealth in a society - sometimes it takes the form of religious struggle but it strongly points to political and economic struggle - each conflicting party tries to get control of the people to gain power by trying to get control of the ideology of the mass - in capitalist system the conflict is between those who have the control production and distribution of wealth and those who sell their ability to work in the capitalist system

  22. b. Radical Feminism - ‘radical’ means looking at the root cause - the two conflicting factions are women and men - the achievements of women were hidden when men were usually the winners in the conflict between men and women.

  23. woman without her man is nothing

  24. Type of Conflict • Constructive Conflict • Supports Organization Goal • Increases Organization Achievement • Increases Organization Image • E.g : ISO, or Introduction of any innovations • Destructive Conflict • Does Not Support Organization’s Goal • Decreases Organization’s Achievement • Decreases Organization’s Image • E.g : Sexual Harassment

  25. Levels of Conflict • Intra-personal • Within an individual • Inter-personal • Between two or more individuals • Intra-group • Within a group • Inter-group • Between two or more groups

  26. Importance of Conflict Management Positive Outcome of Conflict • Binds people together • Preserves a relationship • Helps to define and clarify structure and expectations • Better Decision • Increases Productivity • Leads to new growths and ideas • Energizes and Increases Peoples’ Motivation

  27. Negative Outcome of Conflict • Decreases Satisfaction • Decreases Teamwork • Increases Turnover • Sabotage and Abuse

  28. Conclusion • Views of conflict differ among individuals. • Conflict can be constructive or destructive. • Outcomes of conflict can be positive or negative.

  29. Factors Related to Conflict

  30. Contents • The Cause of Conflict • Individual’s Conceptualization • Hierarchy of Needs • Variables Affecting The Cause of Conflict • The Conflict Process • Stages of Conflict Process • Conclusion

  31. The Cause of Conflict • Control Over Resources • Preferences and Nuisances • E.g : music while working, technology • Values • E.g : value judgment • Beliefs • E.g : Organization mission and vision • The Nature of The Relationship • E.g : siblings

  32. Individual Conceptualization Internal / personal / Steps in the process of External factors developmental factors conceptualization Level of. Development Process of conceptualization Content State of the individual. Stimulus experience Value / need setsymbolization Context Causal attribution Intentional attribution Context analysis Content analysis Choice assessment

  33. Maslow’s Hierarchy of Needs Self- actualization Esteem Social Safety Physiological

  34. Maslow’s Hierarchy of Needs • Physiological • Hunger, thirst, shelter, sex, and other bodily needs • Safety • Security and Protection from Physical and Emotional Harm • Social • Affection, belongingness, acceptance and friendship

  35. Maslow’s Hierarchy of Needs • Esteem • Internal esteem factors such as self-respect, autonomy and achievement • External esteem factors such as status, recognition and attention • Self-actualization • The drive to become what one is capable of becoming, includes growth, achievingone’s potential and self-fulfillment

  36. Variables Affecting The Cause of Conflict • The characteristics of the parties in conflict • Their prior relationship to one another • The nature of the issue giving rise to the conflict • The social environment within which the conflict occurs • The interested audiences to the conflict • The strategy and tactics employed by the parties in the conflict • The consequences of the conflict to each of the participants and to other interested parties

  37. The Conflict Process Five stages of the conflict process model: Stage 1 : Potential for conflict Stage 2 : Recognition of conflict Stage 3 : Conflict handling styles Stage 4 : Conflict behavior Stage 5 : Conflict outcomes

  38. Stages of Conflict Process Stage 4 Stage 5 Stage 1 Stage 2 Stage 3 Potential for conflict Recognition of conflict Conflict handling style Conflict behavior Conflict outcomes Preceding circumstance :     - communication    - structure - personal variables Perceived conflict Competing Collaborating    Compromising  Avoiding  Accommodating Overt conflict:- - party’s behavior - other’s behavior Increase group performance Felt conflict Decrease group performance

  39. Conclusion • Individual perception and view on issues influence the cause of conflict. • Individual’s needs and interests are important to be considered in understanding issues of conflict.

  40. Methods Of Handling Conflict

  41. Contents • Five Common Conflict Styles • Model SALAM • Third-Party Roles

  42. Five Common Conflict Styles • Model Thomas Kilmann • Avoiding • Accommodation • Competing • Compromising • Collaborating

  43. Tinggi Bertanding (compete) Bergabung (Collaborate) Berkompromi (Compromise) Asertif Akomodasi (Accommodate) Pengelakan (Avoid) Tinggi Kooperatif Rendah Styles Of Conflict(Model Thomas Kilmann)

  44. Model SALAM (Dr. IqbalYunus) • S = starting the conflicting view • A = agreeing that a conflict exist • L = listening for and learning the difference • A = advising one another (menjelaskan isu konflik) • M = minimizing area of disagreement that could lead to aggression or withdraw

  45. PenggunaanPihakKetigaDalamPengurusanKonflik • Mediator(Mediasi) • Arbitrator (Penimbang Tara) • Conciliator (Pendamai) • Consultant (Pakar Runding)

  46. Mediator (Mediasi): • Pihakketiga yang neutral • Membantuprosesmembuatkeputusanolehpihak yang berkonflik • Tidakmemihakkepadamana-manapihak yang berkonflik

  47. Arbitrator (Penimbang Tara) • Pihakketiga yang berkuasauntukmembuatkeputusanuntukmereka yang berkonflikselepasmemdengarkedua-duapihak

  48. Conciliator (Pendamai): • Pihakketiga yang mewujudkanjalinankomunikasikepadamereka yang berkonflik. • Menggalakkanmereka yang berkonflikuntukmencapaipersetujuan

  49. Consultant (Perunding): • Pihakketiga yang menjadipakarrundinguntukmembimbingmereka yang berkonflikuntukmemcapaipersetujuan.

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