Conflict in Organizations and Organizing

Abstract

Organizational communication scholars define conflict as interaction among interdependent people who perceive opposition in their goals, aims, and /or values, and who see the other(s) as potentially interfering with the realization of these goals, aims, or values. Given that organizations consist of interaction among interdependent people, conflict is inherent to organizational communication. Organizational conflict scholarship includes a rich and diverse body of literature that spans theoretical and disciplinary perspectives as well as methodological approaches and disparate goals, ranging from describing to understanding and predicting conflict behavior, impacts, and outcomes. Scholars conceptualize conflict as both a challenge to the status quo and an opportunity for innovation, creativity, and improved understanding and communication. Research on conflict in organizations has often focused on conflict styles to examine common approaches to resolving or managing conflict. Styles are often defined as predispositions, with the recognition that people also choose a conflict style based on characteristics of a specific conflict situation. The five styles are described as competing, collaborating, cooperating, accommodating, and avoiding. While there are hundreds of studies examining these styles, virtually all of them conclude that collaborating and cooperating styles are considered most appropriate and effective, while competing and avoiding styles are perceived as inappropriate and least effective, especially in the long term. Nonetheless, each style may be appropriate under specific circumstances. Other important dimensions of organizational conflict include how it is managed by leaders and members (supervisors and subordinates), intercultural conflict, and conflict within and across groups. Research has found a relationship between how organizational leaders manage conflict, their openness to the related phenomenon of employee dissent, and employee satisfaction with the organization, leadership, and their perceptions of organizational justice. An important consideration in all conflict contexts is attention to face concerns. In conflict with superiors, in intercultural conflict, and in conflict in work groups, communication that attempts to protect, rather than threaten, each party’s image is most likely to be collaborative, meet all parties’ interests, and maintain relationships. Because it can be especially difficult to manage conflict when there are power differences, it is helpful when organizations create a conflict management system (CMS) to assist organizational members. A CMS often includes a third party who can help organizational members better understand their conflict and assess their options, such as an ombudsperson or an employee relations advisor. CMSs may also provide an array of less costly alternatives to the formal grievance process or litigation, such as mediation and conflict coaching. An important arena in conflict scholarship focuses on conflict education, which examines curricula and programs for all levels, from K-12 to higher education, with the goals of creating communities grounded in shared responsibility and social justice. Research on the development of conflict education and training at all levels is necessary to help foster the innovative and transformational potential of conflict and its management.