Business & Entrepreneurship Journal, vol.1, no.1, 2012, 141-155
ISSN: 2241-3022 (print version), 2241-312X (online)
Scienpress Ltd, 2012
The Difference of Conflict Management Styles and
Conflict Resolution in Workplace
Lim Jin Huan1
and Rashad Yazdanifard2
Abstract
This paper is a review of conflict management styles and conflict resolution from
the managers and supervisors’ point of view. Conflict is an inevitable fact for any
organization. Leaders should understand and apply various conflict management
techniques and conflict resolution styles in order to form strong relationships with
subordinates. Conflict is a situation when two or more parties are in disagreement.
Unresolved conflict can negatively impact the success of an organization. So,
leaders must learn how to address and manage conflict depending on the situation
and the party involved. While the internet has increased organizational
performance, it has also added new types of conflict. Workplace conflicts may
result in absenteeism and affect employee loyalty.
JEL classification numbers: M1
Keywords: Conflict management, Conflict resolution, Internet conflict
1 Lim Jin Huan Center of Southern New Hampshire University Program, Department of
HELP College of Arts and Technology, Jalan Chan Sow Lin, 55100, Kuala Lumpur,
Malaysia. e-mail: [email protected] 2 Rashad Yazdanifard
Center of Southern New Hampshire University Program, Department of HELP College
of Arts and Technology, Jalan Chan Sow Lin, 55100, Kuala Lumpur, Malaysia.
e-mail: [email protected]
Article Info: Received : August 2, 2012. Revised : September 1, 2012
Published online : November 1, 2012
.
142 J. H. Lim and R. Yazdanifard
1 Introduction
A conflict usually occurs when two or more people communicate. When people
think of conflict in simple terms, they think that happens when serious issues and
anger is invoked in communication process. Conflict is misinterpreting one’s
words or value. Inappropriate, poor communicated information and selecting the
wrong channel to transmit the information arise in the parties. There are numerous
conflict management styles such as passive aggressive style, forcing style,
avoiding style, accommodating style, compromising style, and collaborating style.
There are two different types of conflict; one of it is task conflict and focuses on
the ways to resolve problems. The other type of conflict is called relationship
conflict and focuses on blaming other parties rather than resolve the conflict.
Relationship conflict is negative in most of the people’s perceptions. Conflict in
an organization affects the commitment and absenteeism of employees. Nowadays,
employees have strong beliefs. According to Pygmalion’s Theory, the supervisors’
attitude and expectations of employees and how they treat them largely determine
the employees’ performance. When a conflict arises between supervisor and
subordinates, and the employees think that the supervisors has low expectation of
them, the employees will be committed and may use absenteeism to escape
(avoiding style) from the conflict.
Managers, supervisors, employers and leaders should use different type of conflict
management styles when facing different kind of subordinates, employees and
team members. If a manager (employer or leader) only uses one type of conflict
management style in handling all conflict in the workplace, it may not work as
they expect it to. In conflict response, a supervisor is not only affecting the
relationship between the supervisor-subordinate, it also affects the trust and
loyalty of subordinate that perceived a supervisor as a representative of the
organization. Despite that, there are several factors that can trigger a conflict.
By understanding the types of conflict, supervisors can use appropriate conflict
resolution styles. If a conflict is left unresolved, it may cause serious consequences.
In today’s globalization era, the internet is a widely used communication tool.
Although internet communication has increased the efficiency and productivity of
organizations, it has also created new types of conflicts. Conflict through internet
has become more frequent.
2 Types of Conflict
According to Flanagan and Ruden (2008), research over the past fifteen years has
determined that there are two essential types of conflict in organizations: task
conflict and relationship conflict. Task conflict concentrates on how to resolve
problems caused by differences in viewpoints, ideas and opinions. Researchers
have discovered that conflict will result in creativity and improved decision-
making. It is another way to acknowledge conflict in a positive term.
The Difference of Conflict Management Styles 143
The second type of conflict is known as relationship conflict. Examples of
relationship conflict are disagreements about values, personal or family norms, or
about personal taste. People refer to relationship conflict in negative terms. There
is a reason why people always use negative words to describe conflict. This is
because they are often involved in relationship conflict. Researchers have showed
that relationship conflict lowers the productivity and motivation amongst team
members. Insufficient communication amongst team members can lead to less
choices and poor decisions. In additions, team members may simply agree to a
decision without thinking of the impacts and quality of implementation.
3 Sources of Conflict
Conflict can be a big issue in the workplace. It may occur between manager and
subordinate, teacher and student, doctor and nurse.
Especially in the medical field, according to Breen, Abernethy, Abbot and Tulsky
(2001), differences of opinion are predictably common in difficult, high-pressure
work environment; such as intensive care unit, emergency department and
operation room. Inaccurate, incorrect, and poorly communicated information is
common among the conflict parties. Breakdown leads to misunderstanding of staff
and conflict among team members. Poor communication can readily lead to
compromised patient safety (Awad, Fagan, Bellows et al., Am, 2005; as cited in
Katz, 2007) and has been recognized as a root cause of 35% of anesthesia-related,
sentinel events. This regularly occurs when only one member of the team has the
authority to access the bits of information, such as a preoperative laboratory test or
consultation. Even if all of them have same opportunity to access the same
information, different individuals may have different perceptions of the meaning,
based on their specialized understanding and role expectations.
Conflicts arising from role expectations are especially prevalent in intensive care
units of hospitals. Most of the health care centers have their own hierarchical
decision-making procedure.
There are negative personality traits that can trigger conflict. Personality traits
commonly found among surgeons and anaesthesiologists, such as perfectionism,
compulsiveness, and reliance on scientific evidence can make it more difficult for
these physicians to admit others’ skills and to resign control (Vaillant, Sobowale
and McArthur, 1972; Kressel, Kennedy and Lev, 2002; Thomas, Sexton and
Helmreich, 2003). Also, a number of conflicts may occur in a preoperative phase,
when the surgeons disagree with each other’s opinions.
4 Consequences of Unresolved Conflict
According to Journal of Anesthesia, the consequences of unresolved conflict can
be divided into two categories: indirect and direct. Indirect consequences are
144 J. H. Lim and R. Yazdanifard
negative publicity and media coverage, decreased morale, increased disability and
employee’s payment claims, increased turnover, and diversion of limited and
valuable resources to dispute resolution, consist of legal remedies (Gerardi, 2004;
Chassin and Becher, 2002). The direct consequence of unresolved conflict is a
barrier to communication between the members. Appropriate communication
among team members is well acknowledged in some of the safety-critical
industries (Davies, 2005).
5 Internet Conflict
Communication is not only face-to-face discussions. By a click of a mouse, people
can get connected. Internet has become a main tool to keep in touch with friends,
family, relatives, customers, clients, managers and subordinates.
When the emails replace face-to-face delegations, there are bound to be conflicts.
This can be attributed to some of the limitations of using email including the
absence of non-verbal communication. One of the most common mistakes is due
to misinterpreting the message from sender. There is no non-verbal cues show to
the receivers, it may cause misunderstandings. Education level difference among
the sender and receiver may cause wrong interpretations. Furthermore, some
information is very difficult to explain in text. Data may be lost during the sending
period. For example, if managers send a challenging task to subordinates, the
subordinates may interpret the task in their own way. When subordinates hand in
the completed task to manager, the data may be lost if the subordinate does not
save a copy. So, a conflict among managers and subordinates arise. Who should
bare the responsibilities to answer for it? The only answer is subordinates have to
redo the task because the manager has a higher position in the chain of command.
People have to use email consciously to prevent misunderstandings and conflicts
by using Internet.
6 Conflict Affects Commitment and Absenteeism
Research has shown that commitment is a critical ancestor of employee behaviour
in common (Allen and Meyer, 1990; Meyer and Allen, 1991) and in absenteeism
(Blau, 1986; Gellatly, 1995; Hanish and Hulin, 1991; Hammer, Landau, Stern,
1981; Mathieu and Zajac, 1990; Mowday, Porter, Steers, 1982; Sagie, 1998;
Somers, 1995).
Affective commitment is defined as the employee's positive emotional attachment
to the organization. Lined up with the social exchange principle (Shore, Tetrick,
Lynch and Barksdale, 2006), employees that have strong affective commitment
come into contact with an internal strength and encouragement focus, leading to
achieve maximum desire level of success under the terms of the contract (Luchak
The Difference of Conflict Management Styles 145
and Gellatly, 2007). If affective commitment is low, employees may cease their
employment, although absenteeism might be an option to resign work while it
provides workers with a mechanism to express their disagreement to serious
circumstances in the organization (Gaziel, 2004). Absenteeism and others
resignation behaviours such as lateness and personnel turnover will reflect
‘indirect’ attitudes like increased job dissatisfaction and low organizational
commitment (Sagie, 1998).
Research has shown the relationship between supervisory conflict and
absenteeism. Specifically, an integrative conflict strategy can be seen as a form of
leadership (Lorenzi, 2004) by which leaders focus to the desires of a group instead
of focus on their own limitation and personal interests. Supervisors that implement
an integrative conflict strategy give space to their employees’ anxieties and make
an effort to satisfy them. In fact, this strategy pays off in terms of a more
committed and more present workforce. This integrative conflict strategy may be
seen as a transformational leadership, given that its importance is associated with
the leader’s sense of social responsibility and collective interests rather than with
self-interest (House and Aditya, 1997).
Accumulating evidence suggests that transformational leadership is positively
related with individual work attitudes such as employee commitment (Avolio, Zhu,
Koh and Bhatia, 2004). If leaders can identify the subordinates’ needs,
transformational leaders are capable to motivate their subordinates to get more
involvement in their jobs, follow-on in higher levels of organizational
commitment (Walumbwa and Lawler, 2003). Also, it decreases the levels of
absence in workforce.
7 Ways of People Deal with Conflict
According to Robinson (2010), Pruitt and Rubin (1986), there are several ways
that people commonly use to resolve conflict.
1. Passive-aggressive style – People with passive-aggressive behaviour can be
passive one minute and aggressive the next second. They do and say things
indirectly, act powerless to form hostility and then complain to others or act
out in subversive ways, for example forget to bring important data to a meeting
when it is promised (Katz and Kahn, 1996).
2. Avoidance style – People who always stay away from conflict. For example,
they pretend that everything is okay to the point that if they are openly asked,
‘‘Do you have any worry that you want to convey?’’ they usually say, ‘‘No’’.
People who favour the avoidance style tend to ignore conflict (Rahim,
Antonioni and Psenicka, 2001). Avoidance style is prevalent in East Asian
culture, Chinese cultures main concern in maintaining relationship. They
usually use this style to maintain a harmony situation (Huang, 1999).
146 J. H. Lim and R. Yazdanifard
3. Compromising style – This involves a give-and-take situation in which both
parties will give up something after negotiation in order to reach an agreement
(Yuan, 2007). It will create I-win and I-lose section to create compromise.
These people change their own opinion either because they found sufficient
reasons to do so or simply to avoid continued confrontation (Lussier, 2010;
Reich, Wagner-Westbrook, Kressel, 2007; Friedman, Tidd, Currall and Tsai,
2000).
4. Collaborating style – People who resolve the conflict with the best solution
agreeable to all parties. It is commonly named as problem-solving style. They
attend to the issue openly, frankly and neutrally by communicating with the
other party (Flanagan and Runde, 2008). Previous study showed that, there is
significant positive relationship in using collaborating style and people’s
satisfying their task, their supervision and their job in general (Alexander,
1995).
5. Forcing style – People who use aggressive behaviour to solve the conflict.
They force other people in order to achieve their goals. They use authorities,
threats, and intimidate styles to force the parties agree with it (Lussier, 2010;
Rahim and Bonoma, 1979).
6. Accommodating style – People who use interventions of other parties to
resolve the conflict. These people are not assertive but cooperative (Yuan,
2007).
8 Different Styles of Conflict - Advantages and Disadvantages
According to Lussier (2010), each conflict style has advantages and disadvantages.
The benefits and weaknesses of each conflict style are given as follows.
Avoidance style – The advantage of this style is that can maintain the
relationship between managers and subordinates. The weakness of this style
does not resolve conflict. Montoya-Weiss, Massey and Song (2001), found that
using this style will hurt relationship of a team. People usually let the conflict
be lessened while time goes on. In fact, avoiding the problem does not make it
go away, but make it worse.
Compromising style - Benefit of this style is conflict can resolve in short time
while the relationship is still maintained. Weakness of this style is
compromising styles usually starts to another results (Suboptimum decisions).
If people overuse this style, it may cause the people being greedy and ask for
several times to get achieve their desires.
Collaborating style – The advantage of using this style is make all parties
happy with the final decision (Montoya-Weiss et al., 2001). On the other hand,
due to letting all parties to be satisfying the final decision, it may use longer
time and put in more effort than other styles.
The Difference of Conflict Management Styles 147
Forcing style – The benefit of this style is enhanced organizational decisions
will be choose if the forcer is correct rather than choosing a less effective
decisions. The weakness of this style is aggressions and anger occurs toward
its users. Research suggested that forcing is a negative conflict management
style that would decrease team performance (Cohen & Bailey, 1997).
Accommodating style – Relationship is maintained by the users. The more
effective ideas may not be used due to accommodating style. Misuse of this
style may leads to lose of relationship that they try to maintain.
9 Process of Conflict Resolution
Based on Robinson (2010), an effective team leader learns how to resolve the
conflict by using the following eight stages to navigate with challenging
interaction in senior team.
1. Develop ground rules;
2. Select a facilitator;
3. Uncover the details of the problem and its history;
4. Check the facts and clarify perceptions;
5. Focus on individual and shared needs;
6. Develop multiple options for solving the issue;
7. Develop doable next steps; and
8. Make mutual-beneficial agreements.
Step 1: Develop ground rules for constructive commitment
The first critical step is to develop a set of ground rules for how people will
engage each other in an organization, and of course, follow and enforce those
ground rules. It is a simple fact of the human condition that people need some
guidelines to help govern their behaviour. Simply hoping that everyone will rise to
the occasion and behave rationally is naïve. The leaders must consistently model
and enforce the ground rules (Schwarz, 2002; Robinson, 2010).
Step 2: Select a facilitator
Supervision is needed when a team environment become not efficient or
aggressive. In most of the argumentative situations, the parties involved are
emotionally caught up to unbiased and objectively deal with the conflict resolution
process by themselves. In some circumstances, another party such as a colleague
can be enlisted to help assist the process, while others will involve the executive in
charge. Help from outside the organization will be needed rarely, but if you can
develop the internal capability to “mediate” conflicts, most issues can be resolve
effectively (Robinson, 2010). Research has suggested that when managers adopt a
conflict management style that focus on satisfying needs of parties involve in
148 J. H. Lim and R. Yazdanifard
conflict situation, supervisors and subordinates tend to build a relationship based
on trust and respect (Fisher and Ury, 1981; Pruitt and Rubin, 1986).
Step 3: Uncover the details and history related to the issue
According to Robinson (2010), everyone’s position must be taken notice. The
parties involved must offer all the related details such as the situation including
any information about earlier challenge to solve the problem. All people
arguments must be heard and get all parties to involved in resolution. It is very
important that all voices are heard, no matter how doubtful is. Frequently,
extremely assertive and articulate people push their agenda while the less assertive
or articulate people feel uncomfortable. Therefore, the more pushy/articulate
person may win the argument while the other party is offended and then may just
exhibit a resistance to the outcome in a passive-aggressive way.
Step 4: Check for the facts and clarify perceptions
Rather than approaching the issues as what the lawyers might trying to do and
prove the other arguments are wrong, try to verify the reality of an issue, so that
all parties involved will understand the problem and its serious consequences. The
facilitator is a key role during this step as he or she must help the participants to
separate the “evidence” from perceptions and maintain a calm attitude toward
probing the evidence and resolving the conflict (O’ Driscoll and Beehr, 2000;
Robinson, 2010).
Step 5: Importance of individual and shared needs
It is necessary that the parties involved understand each other’s real needs such as
need for achievement and need for independence (Johnson and Stinson, 1975).
Managers need to know the acceptable suggestion by all parties. If suggestion is
dissatisfying, resistance to resolution occurs. Managers will reach a mutually
acceptable solution by understanding and attempting to maintain each party’s
needs.
Step 6: Develop vary options for solving the issue
In finding solutions to a controversial problem, think about three to five options. If
one option goes wrong, you will still have other options as back up (Darling and
Walker, 2001). When people are under stress and at the same time conflict is
involved, then they try to hold off all preconceived ideas. Brainstorming is one of
the effective methods to generate several options on reducing conflict. Multiple
options make the resolution process smoother when two parties are in extreme
contentious level.
The Difference of Conflict Management Styles 149
Step 7: Develop achievable next steps
Think of achievable next steps as stepping-stones along the pathway of resolving
conflict. They make the final decision become reasonable, reachable small
solutions or actions chief to a comprehensive solution. People involved will see a
hopeful vision, which reinforces the positive actions managers are using as
manager completed each achievable step. Achievable small steps build trust, force
and enhance the relationships for working together (Robinson, 2010).
Step 8: Make mutually beneficial agreements
After developing multiple options and before taking any achievable steps, parties
have to plan and come into an agreement. Team members have to recognise and
choose to emphasize their common goals. Therefore, team member will think
about the conflict resolution. Mutual affirmation and success will increase the
level of confidence among team members, and they are confident to handle
difficulties (Deutsch, 1973, 1980; Robinson, 2010). Some of the characteristics
have to be removed towards compromise. In fact, not every wish or needs are all
satisfied during this phase. Therefore, the ground rule “Develop and use a
decision-making rule that generates the level of commitment needed” is very
important.
Managers who follow these steps will facilitate and raise their team’s performance.
Developing an environment where resolve a conflict effectively is the model and
difficulty notwithstanding the professional of leader. Effort is worth when results
in positive outcomes. Through contentious issues, employees feel more confident
at working, they will benefit from working more and be more productive for the
reason that they spend less emotional energy toward activities that are not helpful,
for example, avoidance, backstabbing, and/or releasing pent up anger in outburst,
etc. Positive emotional energy will spread through the workplace and people will
be more delightful and willing to contribute for the organizations.
10 Discussion
This paper discusses the various types of conflict management, conflict resolution,
and its effects in workplace. Studies have shown an interesting scene when
supervisors handle conflicts in a controlling way, the affective commitment of
subordinates remains unchanged and they are rarely in absent. Whereas, emotional
attachment to the organization can be improved by the supervisor’s integrative
conflict strategy. If the supervisors solve conflicts in a controlling way, the
affective commitments of subordinate remain unchanged and they are not likely to
be absent. In fact, emotional attachment to the organization can be improved by
the supervisor’s integrative conflict strategy. Conflict is decisive process variables,
which frequently serve as a mediator between previous circumstances of team
150 J. H. Lim and R. Yazdanifard
behaviour and team outcomes (Barki and Harwick, 2001; Montoya-Weiss, Massey
and Song, 2001; Pearson, Ensley and Amason, 2002).
11 Conclusion
In conclusion there are several types of conflict that have been named by different
authors, from their perspective. Consequence of unresolved conflict may affect job
satisfaction and employee loyalty in any given organization. Superior should
mediate a conflict by using the right method. Internet conflict is a new type of
conflict that is cause by common use of internet by people and organizations due
to the ease in access. Conflict may affect employees’ commitment through the
organization and increase the rate of absenteeism in workplace. In addition, there
are several ways to deal with conflict, such as passive aggression, compromise,
collaborating, accommodating and etc. Different styles of conflict management
have its benefits and weaknesses, users have to identify the most appropriate
conflict styles based on the different situation they are in. By following the
conflict resolution procedure, conflicts will be solved easily.
Conflicts serve as a learning curve for all organizations. Without conflict, an
organization will not improve. Superior and subordinates should learn to resolve
the conflicts that occur instead of just avoiding that conflict. Employees should
learn and practice the various methods of conflict resolution. Superior and
subordinates should start solving conflicts as it is the only way to ensure that
conflicts are handled better in the future.
ACKNOWLEDGEMENTS: First of all, I would like to express my deepest
gratitude to the people who helped me and supported me during the period of my
project work. I am grateful to my lecturer for his ongoing support, advice and
encouragement.
I wish to thank my parents for their undivided support and interest who inspired
me. Without their encouragement, I would be unable to complete my project. At
last, I want to thank my friends who appreciated me and motivated me for my
work.
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