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Lexon Corporation
(Interpersonal
Conflict)
By
Salman Ali Shah, Sharif Ullah Jan
Rameez Javed, Fahim Ali Khan
Muhammad Irfan, Ahsan Riaz
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Road Map
Overview of the case study by Salman
Answers to the questions by Sharif
Chapter 2 Interpersonal Conflict:
- Introduction to chapter by Rameez
- Behavior Patterns, etc. by Irfan
- Conflict Resolving strategies
by Faheem and Ahsan
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Introduction
Lexon Corporation (Manufacturing company,southern California)
Earl Berzin (Vice President & General Manager)
JeffLupo (Manager, Computer Operations & DataCommunication)
Lena Martin (System Programmer/Analyst, IRD) Employees (Stake Holders)
Lupo, supervisor ofLena Martin
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MCIs Mail System
The companys internal HP3000
computer system was linked to MCIs
public network electronic mail systemby a software program called Gateway
3000.
The e-mail system permitted the some
700 Lexon employees at the California
location to communicate with fellow
employees at other locations and with
outside individuals.
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Interpersonal Conflict
Lena Martins Point:
Martins special responsibility
Martins complaint about her supervisor
Lupo wantedLena Martinfired:
In the meeting with Berzin, Lupo didntsee a problem
He called Martin as a troublemaker
Lupos complaint about Martin
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Berzins
Reaction???
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Assignment Questions
By Sharif Ullah Jan
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Assignment Questions?
What are the concerns of the stakeholders in this
situation?
Employees are internal customers
Their expectations form :
company and Lupo.
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Whats your appraisal ofLupos behavior? OfMartins behavior? Has either done anything wrong
or unlawful?
Assignment Questions?
Maritns behavior (Wrong one)
Lupos behavior (Illegal)
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What would you advise Berzin to do?
Assignment Questions?
Call a meeting
Mutually discuss
Define operational limits
Segregate both of them
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Now a days business provide..
But!!
Recommendations to Lexon Corporation:
- Review current policy
- Or develop a one- Implement, Notify, Educate, & Enforce
- Decide the extents, and its use should be
- Specify the consequences (disciplinary
actions/dismissal, etc.)
Assignment Questions?
What type ofE-mail policy would you recommend toLexon?
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As a business leader, what position would youtake on the privacy of workers?
Assignment Questions?
Performance is directly related with their
motivation & job satisfactions
But, the integrity of organization is alsoimportant
So, I will refer to their privacy law
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ManagingInterpersonal
conflict!
By Rameez Javed
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History is largely therecord of conflict
Kenneth Boulding
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Introduction
Conflicts can be seen quite often in
organizational environments.
The ability to productively manage suchconflict is critical to managers success.
The crucial part is that how we can
manage the interpersonal conflict.
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Interpersonal Conflict
It involves a relationship in which a
sequence of conditions and events tend
towards aggressive behavior and disorder.
Conflicts can be seen in terms of its
background, perception of parties
involved, their feelings and behaviors, and
outcomes of their behavior.
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Inherent Nature
Conflict in itself is neither good nor bad.
It can be disruptive but it can also play a
productive role for organization at times. Problem occurs when the conflict is
artificially suppressed or it escalates
beyond the control of adversaries.
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Best way of managing
conflict In fact there is no best way of managing a
conflict either as an involved party or athird party.
There can be number of tactics thatinvolve external conditions, differentperceptions, internal feelings, behavior &
outcomes. The relationship of parties & their history is
also of important consideration.
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The Third Party
Conflict seen as an involved party is
emotionally very different from conflict
seen as an objective third party.
The third party adds different perspective
to the perceptions, feelings and behaviors
of involved adversaries.
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Conflict grabs attention
A manager may become concerned with
conflict when it leads to lower productivity,
satisfaction and growth.
The behavior manifestation of the partiesinvolved.
Differing feelings and perceptions.
Underlying conditions that initiatethe conflict.
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Outcome
Considerations Conflicts can result in both negative and
positive consequences.
Considering both of them will give us avaluable insight into the outcomes of the
conflict.
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NegativeOutcomes
Penalizes the organization & has
emotional impact on the people involved.
Creates a sense of personal inadequacy,fear of failure, frustration & anger.
Can ruin the career of an individual.
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Cont
Can lead to pattern of worsening
relationship.
Results in direct loss of productivity.
Disrupts the patterns of work & consume
inordinate time for those who are involved
& those who are indirectly concerned.
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Behavior Patterns,etc.
By Muhammad Irfan
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Behavior Patterns
Interpersonal conflict tends to develop
patterns.
The two parties first engage in openconflict.
Then they separate and gather forces
before coming together and going at each
other.
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Cont
There are some triggering events which
result in distorted perceptions & feelings.
They are
Poor listening
One-up-man ship
Power plays for resources.
Perceived putdowns and over controlling
comments.
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Issues In Conflict
There are two different distinctive kind of
issues.
Substantive
Issues
Emotional Issues
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Substantive Issues
It involves disagreement over
Policies
Procedures Decisions
Use of resources
Roles and responsibilities
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Emotional Issues
It involves the highly personal perceptions
and feelings that people can have about
each other and about the substantive
issues in common.
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AdvantageOfThird
Party Outside perceptions and feeling act as a
reality check for both parties.
Can work out a procedure for theagreement & resolution of the conflict.
Can maintain a power balance between
the adversaries.
U d l i
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Underlying
Background and
ConditionsThe underlying factors or causes of a
conflict are divided into two categories.
Situational-External Characteristics
Personal-Internal Characteristics
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Situational-External
CharacteristicsThis category includes external conditions
like
The pressure of time & deadlines.
Competition for budgetary funds.
Organizational influence
Scarce resources
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Cont
Performance pressure from bosses and
peers & other departments.
Promotional opportunities.
Organizational rules and procedures that
affect interaction.
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Personal-Internal
Factors A person's goals, styles and abilities.
Internal feelings of anger, frustration &
anxiety. Bad chemistry between two people.
Capacity for coping with stress.
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ConflictManagement
Strategies
By Fahim
Ali Khan
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Managing the Conflict
A manager can use three general
approaches for managing the conflict.
Bargaining
Controlling
Confrontation
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Bargaining
Most prevalent under conditions ofrequired interdependence & a rough
balance of power.
Appears to be a more reasonable
approach for managers to manage
conflict.
Win-lose warfare or withdrawal into a
stalemate condition.
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Advantages
Goal of compromise is a step beyond the
goal of conflict.
Presents an acceptable solution thatappears to be rational for outside
consumption.
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Disadvantages
Involves games such as bluffing, behind
the scene negotioations, an attemps to
marshall outside power sources, tendency
to overstate ones initial demands & heavy
use of legalistic procedures.
Place a higher premium on acceptable
compromises than on sound solutions.
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Cont
Manager can lose sight of organizational
well being & get consumed in limited goals
of getting an acceptable solution.
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ManagingInterpersonal
conflict!
ByA
hsanR
iaz
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Controlling
When one party or other has relativelyhigh power.
Where interdependence requirements are
more flexible. Temporary approach used until the crisis
is over.
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Four Controlling
B
ehaviors Preventing interactions or reducing its
frequency
Structuring the forms & patterns ofinteraction
Reducing or changing the external
situational factors
Personal Counselling
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Preventing interactions
or reducing its frequency
Used when emotions are high.
Controls conflicts by reducing the
possibility of triggering events. Interaction is reduced by
Modifying operating procedures
Substituting peers for one or other parties.
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Advantages
Useful when there is no other way to work
out differences.
When hostility has reached a level whereconfrontation would be impossible or
inordinately drawn out.
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Disadvantages
Separating the two parties may create
serious long term problems.
Hostilities merely go underground & maybecome more rather than getting less
intense.
Eventual confrontation become more
serious.
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Structuring the forms of
interaction Conflict can be controlled by adoptingclear guidelines of behaviors.
Procedures can be as specific & narrow asthe parties wish.
Imposed procedures might specify or
imply new channels of communication.
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Cont
Ground rules are often arrived at
By negotiation
By Mutual agreement By help of a third party
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Advantages
Permits the continued exchange of vital
information.
Prevents the exchange of hostile &judgmental emotions.
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Disadvantages
Suppression of strong emotions can lead
to violent & destructive flare-ups in future.
Involved parties may find that their ownperspective need the objectivity of
outsiders to reduce distortion.
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Reducing or changing
external pressures
Changes the condition which is feeding
the conflict.
W
hen situational factors are responsiblefor problem, dealing them directly can
eliminate the problem.
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Cont
Situational factors that could be changed
include
E
xtending deadlines Adding new project personnal
Modifying organizational policies
Making temporary expectations
Increasing budget allocations
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Cont
Setting up periodical informational
meetings
Protecting principals from harassment by
peers & even organizational superiors
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Personal Counseling
Does not address the conflict itself rather
focuses on how parties are reacting to it.
Provides counseling , reassurance &
emotional support to the involved
adversaries.
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Advantages
Creates new ways to deal with the
conflicts.
Reduces the inherent stress in the conflict.
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Confrontation
Manager make choices in confronting the
conflict.
Confrontation can be in a constructive way
or in a destructive way.
Process can be aided by a third party.
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Advantages
A constructive confrontation
Conveys the possibility of a win-win
situation.
Seeks an exchange of information both
substantive & emotional.
Provides new definition of the problem &
new motive for a common solution.
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Disadvantage
Without ground rules for expression of
feelings, confrontation can become
destructive.
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