Transcript Chapter 12

Chapter 12
Managing Conflict and
Change
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Learning Objectives
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Define conflict and explain some of the major types of
conflict.
Relate some of the most effective ways of managing
conflict.
Discuss how change occurs.
Explain four common responses to change –
rejection, resistance, tolerance, and acceptance.
Identify three dimensions of change.
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Learning Objectives (contd.)
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Describe the five basic steps in the change process.
Describe the characteristics of a change leader.
Explain how participation and communication can
help the manager implement change, and how
structural changes can be used as change
interventions.
Discuss how organizational development
interventions can be effectively employed in dealing
with change.
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Figure 12.1
Blocked Need Drive and Frustration
Need Drive
Desired Goal
Barrier
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Approaches to Resolving Conflict
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Mutual problem solving
Expansion of resources
Smoothing
Compromise
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Change
Change is any modification
of the status quo
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Responses to Change
1. Rejection is the refusal to accommodate a
particular condition or change
2. Resistance
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Overt resistance is observable
Covert resistance is not readily observable
3. Tolerance involves putting up with a
change
4. Acceptance
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Figure 12.4
Analysis of Response to Change
Rejection
Psychological
Factors
Resistance
Proposed
Change
Explanation of
Proposed Change
Attitude
Tolerance
Personal
Factors
Social
Factors
Acceptance
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Causes of Resistance to Change
 Obsolescence of job skills
 Fear of the unknown
 Fear of economic loss
 Ego defensiveness
 The comfort of the status quo
 Shortsightedness
 Peer pressure
 Lack of information
 Social displacement
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Managing Change
1. Understand the three dimensions
of change
2. Know the basic steps in the
change process
3. Understand the characteristics of
change leaders
4. Be aware of the importance of
participation and communication
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The Dimensions of Change
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The logical dimension of change is based
on scientific reasons
 The psychological dimension of change is
based on how the individual will be affected
 The sociological dimension of change is
based on how the change will affect the group
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Organizational Development
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Organizational development is an effort to
improve an enterprise’s effectiveness by
dealing with individual, group, and
organizational problems
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An OD intervention is a method used in carrying out
the OD process
An OD change agent is a person who carries out or
leads an OD intervention
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OD Intervention Techniques
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Team building is an OD intervention for
resolving group problems
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Survey feedback is an OD intervention
based on the collection of data and the
feeding back of this information to the
organizational personnel
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Key Terms in the Chapter
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Conflict
Frustration
Interpersonal conflict
Institutionalized conflict
Emergent conflict
Counseling
Mutual problem solving
Smoothing
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Compromise
Change
Rejection
Overt resistance
Covert resistance
Logical dimension
Psychological
dimension
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Key Terms in the Chapter (contd.)
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Sociological dimension
 Organizational
development
 OD intervention
 OD change agent
 Role-playing
 Team building
 Survey feedback
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