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
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)

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.

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

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

 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

Issues In Conflict Management

Human Rights
Violence
Stereotype And Generalizations

Conflict Case Studies

Interpersonal Conflict
Family Conflict
Organizational Conflict
Community Conflict
International/Interstate Conflict

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 individuals
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

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.

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.

 Deutch

(1973)
A conflict exists whenever
incompatible activities occur.

Tjosvold

& Johnson(1989)
Conflict is not to be avoided or
eliminated, but managed.

 Jamilah,

Rahim & Aminah (2006)

Conflict happens as a result of
individuals perception of a
phenomenon, whereby the
phenomenon itself is presented
as an obstacle to the
individuals.

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

 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.

Theories of Conflict
Resolution
A theory is a means of explaining how something works
The focus of a theorys explanation directs attentions to that part of
the conflict and
assigns the underlying explanation on the cause of conflict
1.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)

b. Attribution Theory
- An individual makes conclusions about the other
persons
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 others 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

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.

b. Game Theory
- people act in conflict situations from a position of selfinterest,
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.

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

a. 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

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.

woman without her man is nothing

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 Organizations Goal

Decreases Organizations Achievement
Decreases Organizations Image
E.g : Sexual Harassment

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

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

Negative Outcome of Conflict

Decreases Satisfaction
Decreases Teamwork
Increases Turnover
Sabotage and Abuse

Conclusion

Views of conflict differ among

individuals.
Conflict can be constructive or
destructive.
Outcomes of conflict can be
positive or negative.

Factors Related to
Conflict

Contents
The

Cause of Conflict
Individuals Conceptualization
Hierarchy of Needs
Variables Affecting The Cause
of Conflict
The Conflict Process
Stages of Conflict Process
Conclusion

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

Individual Conceptualization
Internal / personal /
External factors
developmental factors

Steps in the process of

conceptualization

Level of. Development

Process of conceptualization
Content
State of the individual.

Stimulus
experience
symbolization

Value / need set

Context
Causal attribution

Intentional attribution
Context analysis
Content analysis
Choice assessment

Maslows Hierarchy of Needs

Selfactualization
Esteem
Social
Safety
Physiological

Maslows 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

Maslows Hierarchy of Needs

Esteem
Internal esteem factors such as selfrespect, 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, achieving
ones potential and self-fulfillment

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

The Conflict Process

Five stages of the conflict process
model:
Stage
Stage
Stage
Stage
Stage

1:
2:
3:
4:
5:

Potential for conflict

Recognition of conflict
Conflict handling styles
Conflict behavior
Conflict outcomes

Stages of Conflict Process

Stage 1

Stage 2

Potential
for
conflict

Recognition
of conflict

Preceding
circumstance :

Perceived
conflict

- communication

variables

Conflict
handling
style

Competing
Collaborating
Compromising

- structure
- personal

Stage 3

Avoiding
Felt
conflict

Accommodating

Stage 4

Stage 5

Conflict behavior

Conflict
outcomes

Overt conflict:-

Increase
group
performance

- partys
behavior
- others
behavior

Decrease
group
performance

Conclusion

Individual perception and view

on issues influence the cause
of conflict.

Individuals needs and

interests are important to be
considered in understanding
issues of conflict.

Methods Of Handling
Conflict

Contents
Five

Common Conflict Styles

Model SALAM
Third-Party Roles

Five Common Conflict Styles

Model Thomas Kilmann

Avoiding

Accommodation

Competing

Compromising

Collaborating

Styles Of Conflict
(Model Thomas Kilmann)
Tinggi

Bertanding

Bergabung

(compete)

(Collaborate)

Asertif

Berkompromi
(Compromise)

Pengelakan

Akomodasi

(Avoid)

Rendah

(Accommodate)

Kooperatif

Tinggi

Model SALAM (Dr. Iqbal Yunus)

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

Penggunaan Pihak Ketiga Dalam

Pengurusan Konflik
Mediator(Mediasi)
Arbitrator

(Penimbang Tara)
Conciliator (Pendamai)
Consultant (Pakar Runding)

 Mediator

(Mediasi):
Pihak ketiga yang neutral
Membantu proses membuat
keputusan oleh pihak yang
berkonflik
Tidak memihak kepada
mana-mana pihak yang
berkonflik

 Arbitrator

(Penimbang Tara)
Pihak ketiga yang berkuasa
untuk membuat keputusan
untuk mereka yang berkonflik
selepas memdengar keduadua pihak

 Conciliator

(Pendamai):
Pihak ketiga yang mewujudkan
jalinan komunikasi kepada
mereka yang berkonflik.
Menggalakkan mereka yang
berkonflik untuk mencapai
persetujuan

 Consultant

(Perunding):
Pihak ketiga yang menjadi
pakar runding untuk
membimbing mereka yang
berkonflik untuk memcapai
persetujuan.

THANK YOU