Understanding and Managing Conflicts

Abstract

Among interpersonal communication skills, managing a conflict is one of the most challenging skills
because the conflict often involves emotional elements in the application. Conflicts are everywhere
that drain thoughts, emotions and energy. If a conflict is not handled properly, new problems will
usually arise and the effects could be worse than expected. If one is a leader, the ability to manage
conflict is very important. According to a research conducted by The American Management
Association, 20 percent of a leader's time is used to manage conflict. Meanwhile, research results
from the Queensland Government show that more time, namely 30% of manager's time, is used to
resolve conflicts in the office. A conflict is due to the differences that arise both in the views and
interests of people in formal or social interactions. The differences which have become conflicts result
in incompatibility and disagreement. Since the incompatibility and disagreement use up abundant
energy, traditional views mention that (1) conflict should be avoided because it will use not only
energy but create cost as well. However, the people with the human relations view consider that (2)
conflict is something natural and it normally occurs in any organisation. Moreover, the interactionist
group views that (3) conflict is a necessary and positive force that is imminent for an organisation to
perform more effectively.

Keywords: Conflict; Interpersonal Communication; Human Relations; Values; Leadership