Chapter 11: Conflict Management
Alternative Dispute Resolution Helps the RCMP Address Internal Conflicts* (p313)
•Royal Canadian Mounted Police (RCMP) was one of the first org in North America to adopt alternative
dispute resolution (ADR) and to see the “link between their approaches to conflict management, cultural
transformation and service delivery.”
•ADR system improve morale and relationships also saves significant dollar savings
•RCMP has a permanent Office of the ADR Advisor.
•Guide “Let’s talk” ADR is defined as the “informal methods used to resolve disputes, such as simple
negotiations and mediation
•Objective offer a fair, friendly, flexible and fast way for people to jointly work out a resolution to a dispute
that leaves everyone happier with the outcome.
•ADR system tries to resolve conflicts at lowest possible level, create incentives to communicate, and include
an explicit right for either party to withdraw
The Nature of Conflict in Org (p314)
•Conflict: the perception, in an interdependent relationship, of incompatible wishes, goals, attitudes,
emotions or behaviours.
oContemporary definitions of conflict assume its associated with emotions (many are uncomfortable
oWestern conflict at work are often viewed negative than positive
•Interpersonal Conflict: dynamic process that occurs between two interdependent parties as they
experience negative emotional reactions to perceived disagreements and interference with the attainment of
Conflict and Emotion
•Behavioural component of emotion: includes the verbal/nonverbal messages we express when we
oNonverbal facial expressions, voice, gestures
oOften a mismatch between verbal and nonverbal messages
Incongruence (chpt6) can be a conflict trigger.
•Physiological component of emotion: “bodily experience of emotion; the way emotion makes us feel thus
what makes emotional experience so compelling.”
•Cognitive component of emotion: involves the way we experience an emotion, which depends, in part,
upon the way our mind appraises or interprets it.
oE.g. same joke upset him while makes her laugh.