Prepared by Dimple Choudhury Forwarded to Varsha Patwari, CLPPD

Date: 24.03.2023

CONFLICT MANAGEMENT

1. What is Conflict Management?

Ans: When one or more members of one group's opinions or behaviours are opposed by or
deemed unacceptable by one or more members of another group, there is likely to be friction,
disagreement, or discord between the individuals or within the group. Conflict is the result of
different entities' conflicting beliefs and behaviours, which leads to a hostile situation. Conflict
is one of the most predictable results of teamwork. Most managers devote a large portion of
their working hours on resolving disputes or the consequences of issues with people.
Mismanagement of conflicts causes a variety of improper energy distributions to the workforce,
communication problems that must be remedied in the wrong directions, and finally missed
opportunities.

2. Explain the term ‘conflict’ with examples.

Ans: Conflict is defined in a variety of ways, and as a result, attitudes towards it and
perceptions of its function are similarly diverse. Conflict in schools can take many different
forms, such as when instructors appear unwilling to follow instructions from principals, when
they reject additional work or rules, or when they have trouble getting along with them. The
same authoritative style is used by principals; for instance, they demand that teachers work
continuously during school activities. Conflict between instructors and the school principal
consequently commonly arises at any moment in the school. Due to their regular interactions,
conflict arises between different persons in institutions. The expression of hatred, antagonism,
and understanding among the staff members is conflict.

3. What are the four major types of Conflict?

Ans: Conflict is classified majorly into the following four types:
• Interpersonal conflict refers to a conflict between two individuals. This occurs typically due
to how people are different from one another.
• Intrapersonal conflict occurs within an individual. The experience takes place in the
person’s mind. Hence, it is a type of conflict that is psychological involving the individual’s
thoughts, values, principles and emotions.
• Intra-group conflict is a type of conflict that happens among individuals within a team. The
incompatibilities and misunderstandings among these individuals lead to an intra-group
conflict
• Inter-group conflict takes place when a misunderstanding arises among different teams
within an organization.
Prepared by Dimple Choudhury Forwarded to Varsha Patwari, CLPPD
Date: 24.03.2023

4. What are other categories of conflict a person can encounter (apart from
interpersonal, intrapersonal, intra-group, inter-group)?
Ans: Other categories of conflict a person can encounter are: Relationship, Task and Process.
Relationship conflict results from interpersonal incompatibilities; task conflict is caused by
differences in ideas and opinions regarding a specific task; and process conflict is caused by
differences in how the group approaches the task, uses its methods, and works as a group.
Process conflict occurs when there is disagreement on how the group is going about completing
the task, its techniques, and the group process. Although relationship conflict and process
conflict are detrimental, task conflict has been proven to be advantageous since it promotes
diversity of thought. However, care should be made to ensure that task conflict does not turn
into relationship or process conflict.

5. What are the techniques to manage conflict? or what are conflict management
techniques?
Ans: Many approaches to handling the conflict management process have been put forth by
experts in the field. SCAN approach is one conflict management model that can be used. The
model outlines four distinct conflict-resolution philosophies or approaches. Each letter contains
a separate model technique.
• ‘S’ Smooth over the problem;
• ‘C’ stands for Collaborate to resolve;
• ‘A’ stands for Agrue or Compete;
• ‘N’ stands for Negotiate or Compromise.

6. Explain the ‘S’ technique of SCAN model.

Ans: ‘S’ technique helps in the situation when there is harmony on the surface but there is still
conflict underlying. Where maintaining a relationship is more crucial than resolving the dispute
right away, this technique may be effective. But, it is ineffective when it seems like the issue
needs to be resolved right away. It takes persistence and the capacity to disregard unimportant
details while using this strategy. Here, the individual needs to see that winning is not as vital
as the bigger objective.

7. Explain the ‘C’ technique of SCAN model.

Ans: Most conflict can be resolved effectively by working together. Collaboration is a win-
win strategy where the conflicted parties understand each other and work together to resolve
the conflict. This requires both the parties to work together in difficulties; communicate
effectively and find mutually agreeable ways to resolve the conflict.

8. Explain the ‘A’ technique of SCAN model.

Prepared by Dimple Choudhury Forwarded to Varsha Patwari, CLPPD
Date: 24.03.2023

Ans: In this method, an effort is made to put your argument into practice for the benefit of a
broad community. This is a classic example of a quarrel being resolved by one person's strength
and authority. When you need to make quick decisions or respond to a situation or problem,
this strategy is helpful.
9. Explain the ‘N’ technique of SCAN model.
Ans: This approach involves neither pushing for what you want nor letting the other person
have their way completely. Thus, this tactic does not result in a win-win scenario. Better
connections will most certainly emerge as a result, though. You haggle and come to an
agreement as a wise course of action. If both parties' objectives are crucial, this technique talks
about compromise.

10. Explain the effects of Conflict.

Ans: Conflicts can have positive impact/effect as well as negative effect. The effect of the
conflict depends upon the characteristic of the conflicts.
Positive effects of conflict result in effective decision making particularly in task-oriented
conflicts and enhance the group performance because of useful criticism. And employees who
promote positive conflicts help to increase the exchange of ideas among individuals and
groups, which helps to improve the overall performance of individuals and groups.
On the other hand, in negative effect, an individual is more likely to encounter psychological
situations that impair work performance, such as a decline in work interest, job dissatisfaction,
work stress, and frustration. Conflict also causes physiological damage to a person to conflict
and is usually ignored. Conflict raises a person's heart rate, which raises the adrenaline level in
the blood and causes high blood pressure due to hydrochloric acid secretion in the stomach,
and the individual becomes prone to asthma, peptic ulcers, headaches, hypertension, and
serious chronic problems.
Hence, it can be said that conflict can have both positive as well as negative effect.