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SLP Introduction to CRM and Sources of Conflict

NMC501 SLP 1 submit to CE

Module 1 – SLP
Introduction to CRM and Sources of Conflict
SLP Assignment Expectations
The intent of the SLP is for you to apply the theoretical and general aspects covered in each module, to real-life and practical cases.
Conflict is an integral part of our lives, and we encounter it in every aspect of our personal and professional activities.
Surely, you have observed (or even participated in) some form of conflict at your workplace, be it a simple but heated interpersonal matter, or a full-scale organizational dispute.
The SLP will always have three short parts you will need to address in EACH module, as described below.
Focus should be put on sections II + III.
As each module deals with a different topic, you can choose on describing and analyzing the same conflict in all modules, or widening your scope and describing different incidents.
Part I: Background and Settings (in about ½ a page):
The Organization: Without revealing proprietary information, describe the organization of your choice. (It should be one that you are familiar with, so preferably it would be easier if it were your own).
The Conflict: Describe the workplace conflict issue you have chosen to write about.
What is the underlying problem or difference?
Who are the parties or sides in this conflict?
Choose a Side: Choose one of the parties or sides in the conflict and let me know of your choice.
Part II: How Was It Managed? (in about 1 full page):
Describe “your chosen” side’s decisions and/or behaviors and/or actions to the following:
What were the underlying sources of the conflict: Personal or substantive? Explain which criteria you used to defined it as personal or substantive.
What negative effect did this conflict have on the goal attainment of your organization? How were personal/working relationships affected?
Part III: What Would You Have Done? (in about 1 full page):
Assuming you are the principal representative for your “chosen side”:
What would you have done in this case to solve the issue?
What decisions would you have taken?

Module 1 – Background
Introduction to CRM and Sources of Conflict
Please review the following materials in this order and access via ProQuest where no link is provided:
Shachar, M. (2011). Conflict Resolution Management (CRM). Text Book. Chapter 1 and 2.
Power Point Presentation: Foundations of Conflict Resolution: Module 1
Leung, A. S. M. (2008). Interpersonal conflict and resolution strategies; An examination of Hong Kong employees. Team Performance Management. Bradford: 2008. Vol. 14, Iss. 3/4; p. 165
Guttman, H.M. (2009). Conflict Management as a Core Competency for HR Professionals. People and Strategy. New York: 2009. Vol. 32, Iss. 1; p. 32.

Module 1 – Home
Introduction to CRM and Sources of Conflict
Modular Learning Outcomes
Upon successful completion of this module, the student will be able to satisfy the following outcomes:
Classify the various types of conflict, and explain how do we identify between them: Substantive Conflict, Personalized Conflict and Content vs. Relationship
Identify and discuss the underlying sources and manifestations of conflict, as they pertain to: Interpersonal relations; Inter- and Intra-organizations.
Module Overview
As we are about to embark on this journey, and due to the wide scope of issues and topics, our main concern is that we do not lose sight of our destination, or of the “big picture.”
Therefore, this module will serve as a “site map” or as a general review of the subjects and topics.
The course in general and this module in particular, follow the same sectional framework. But in each module we will delve and enhance these issues.
In this module, we will also focus on the types and sources of conflict.
At first we will learn about the two types of conflicts, we may encounter in the workplace and almost in any other setting: (a) substantive conflict – dealing with disagreements about issues. (b) Personalized or personality conflict – whereas the two parties simply do not like each other, and have let emotions reign.
Then we will embark on a worldwide trip, and gain insight as to the sources of conflict as they manifest themselves in the different levels:
Interpersonal Conflicts – as people have different Needs, Wants and Beliefs. There is bound to be agreement and disagreement between them. Interaction creates friction, and friction creates conflict. We live in a competitive society, and always in pursuit of limited resources. We inevitably will meet with “unfair” competitors, or those who cannot accept failure. Human nature is not void of those who wish to control and exert power over others, and those who hold beliefs of supremacy.
Within and between organizations – Conflict will refer to situations that occur when two or more people working within the same organization perceive differences in beliefs, values, or goals which impact their ability to work together and/or affect the work environment. We will see that conflict is an inherent factor in every organization’s design. Therefore, from the managerial point of view, an inability to resolve disputes effectively or prevent serious conflicts can be counterproductive, cause disruption in the workplace or lead to litigation. Finally, we will see that the positive concept of attaining a competitive advantage in the market, can create inter-organizational conflicts, as this competition is on the same limited supply & distribution lines, suppliers and customers.
National Level Conflicts – result from three major situations:
A local issue or conflict, that has escalated in its scope, or has succeeded in convincing a large number of people to support it. We will study the 1981 Air Traffic Controllers’ (PATCO) Strike.
A wide spread disagreement of the people to some decision (generally an economic or trade issue), laid down by government or any other authority. We will travel south to Argentina, where Economic Strife has erupted between The People and the Government.
Social issues and diversity – Societies are not homogenous entities. They comprise of different Ethnic and racial groups, social division by class, or any differing minority within a non-accepting majority. We will go north to Canada, where Quebec’s quest to be a “Distinct Society”, threatened the Canadian national cohesiveness and unity.
International Conflicts – In the international arena, we will find the same underlying reasons for conflict, but on a larger scale and magnitude, and the usage of military power as a continuation of verbal politics. Furthermore, the issues are multifaceted, and complex. To name but a few: religion, ethnic groups, nationalities, minorities and majorities. Unfortunately, the divided Sub-continent of Asia, has seen half a century of a continuing conflict between India and Pakistan, and the splitting up of the former Republic of Yugoslavia, has caused deadly ethnic reactions.
Module 1 – Outcomes
Introduction to CRM and Sources of Conflict
Identify and discuss the underlying sources of conflict, on the different levels: Interpersonal, Organizational, National and International.
Classify and compare the different types of conflict.
Classify the various types of conflict, and explain how do we identify between them: Substantive Conflict, Personalized Conflict and Content vs. Relationship
Identify and discuss the underlying sources and manifestations of conflict, as they pertain to: Interpersonal relations; Inter- and Intra-organizations.

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