Management of Organizational Conflicts
There are a number of different ways of managing organizational conflict, which are
highlighted in this section. Conflict management refers to resolving disagreements
effectively.
Ways to Manage Conflict
Change the Structure
When structure is a cause of dysfunctional conflict, structural change can be the solution to
resolving the conflict. Consider this situation. Vanessa, the lead engineer in charge of new
product development, has submitted her components list to Tom, the procurement officer, for
purchasing. Tom, as usual, has rejected two of the key components, refusing the expenditure
on the purchase. Vanessa is furious, saying, ―Every time I give you a request to buy a new
part, you fight me on it. Why can’t you ever trust my judgment and honor my request?‖
Tom counters, ―You’re always choosing the newest, leading-edge parts—they’re hard to find
and expensive to purchase. I’m supposed to keep costs down, and your requests always break
my budget.‖
―But when you don’t order the parts we need for a new product, you delay the whole
project,‖ Vanessa says.
Sharon, the business unit’s vice president, hits upon a structural solution by stating, ―From
now on, both of you will be evaluated on the total cost and the overall performance of the
product. You need to work together to keep component costs low while minimizing quality
issues later on.‖ If the conflict is at an intergroup level, such as between two departments, a
structural solution could be to have those two departments report to the same executive, who
could align their previously incompatible goals.
Change the Composition of the Team
If the conflict is between team members, the easiest solution may be to change the
composition of the team, separating the personalities that were at odds. In instances in which
conflict is attributed to the widely different styles, values, and preferences of a small number
of members, replacing some of these members may resolve the problem. If that’s not possible
because everyone’s skills are needed on the team and substitutes aren’t available, consider a
physical layout solution. Research has shown that when known antagonists are seated directly
across from each other, the amount of conflict increases. However, when they are seated side
by side, the conflict tends to decrease (Gordon et al., 1990).
Create a Common Opposing Force
Group conflict within an organization can be mitigated by focusing attention on a common
enemy such as the competition. For example, two software groups may be vying against each
