Sales Management

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CONFLICT MANAGEMENT
“It is any tension which is experienced when one person perceives that one’s needs or desire are likely to be thwarted or frustrated.” Eollett simply defines Conflict as, “the appearance of difference of opinions, of interest”. Features:–

1. Conflict occurs when individuals are not able to choose among the available alternatives courses of actions. 2. Conflict between two individuals implies that they have conflicting perceptions, values and goals. 3. Conflict is a dynamic process as it indicates a series of events. Each conflict is made up of a series of interlocking conflict episodes. 4. Conflict must be perceived by the parties to it. If no one is aware of a conflict, then it is generally agreed that no conflict exists.

LEVELS OF CONFLICT
1. INTRA-PERSONAL CONFLICT: Some conflicts that affect behavior in organizations involve the individual alone. It can be of three of types:
(a) Approach-approach conflict: It occurs when a person must choose between two positive and equally attractive alternatives. An example has to choose between a valued promotion in the organization or a desirable new job with another firm. (b) Avoidance-avoidance conflict: It occurs when a person must choose between two negative and equally unattractive alternatives. An example is being asked either to accept a job transfer to another town in an undesirable location or to have one’s employment with an organization terminated. (c) Approach-avoidance conflict: It occurs when a person must describe to do something that has both positive and negative consequences. An example is being offered a higher paying job whose responsibilities entail unwanted demand on one’s personal time. 2. INTER-PERSONAL CONFLICT: It occurs between two or more individuals who are in opposition to one another. It may be substantive or emotional or both. 3. INTER-GROUP CONFLICT: It occurs among members of different teams or groups. 4....
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