objectives to be attained in reaching a solution; second, the group
develops alternative solutions and debates their merits; third,
agreement is reached on the preferred course of action and how
it should be implemented.
HANDLING CONFLICT BETWEEN
INDIVIDUALSHandling interpersonal conflict can be even more difficult than
resolving conflicts between groups. Whether the conflict is
openly hostile or subtly covert, strong personal feelings may be
involved. Yet, as James Ware and Louis Barnes (1991) say:
The ability to productively manage such conflict is critical to
managerial success. Interpersonal differences often become sharpest
when the organizational stakes seem to be high, but almost all organ-
izations include their share of small issues blown into major
conflicts. The manager’s problem is to build on human differences of
opinion while not letting them jeopardize overall performance, satis-
faction and growth.Ware and Barnes go on to say that interpersonal conflict, like
intergroup conflict, is an organizational reality which is neither
good nor bad. It can be destructive, but it can also play a produc-
tive role. ‘Problems usually arise when potential conflict is artifi-
cially suppressed, or when it escalates beyond the control of the
adversaries or third-party intermediaries.’
The reaction to interpersonal conflict may be the withdrawal
of either party, leaving the other one to hold the field. This is the
classic win/lose situation. The problem has been resolved by
force, but this may not be the best solution if it represents one
person’s point of view which has ignored counter-arguments,
and has, in fact, steamrollered over them. The winner may be
triumphant but the loser will be aggrieved and either demoti-
vated or resolved to fight again another day. There will have
been a lull in, but not an end to, the conflict.
Another approach is to smooth over differences and pretend
that the conflict does not exist, although no attempt has been
made to tackle the root causes. Again, this is an unsatisfactory
approach. The issue is likely to re-emerge and the battle will
recommence.
152 How to be an Even Better Manager