Answer to Question #226209 in Management for Peter Masih

Question

SpiceJet, a famous no frill airline in India is losing its market share to its peers. The
major reasons contributing to the same is that there is a lot of conflict in the organization
due to which correct and timely decisions are not being taken. The company has hired you
as a consultant to understand and solve this issue
a. Explain the different types of Conflicts that can arise in an organization? (5 Marks)
b. Explain what strategies can be used by SpiceJet to resolve these conflicts? (5 Marks)

Answer 1

(A) 

• Vertical Conflict: These conflicts arise between superior and sub-ordinates in the organization’s hierarchy of authority. It may also between manager and deputy general manager. These conflicts may arise over things like task goals, deadlines and performance reports etc.
•   Horizontal Conflict: These conflicts take place between persons or groups operating at the same level in the hierarchy. It mat related to such things as goal compatibility, resources scarcity or due to interpersonal factors and reasons.
•  Line and Staff Conflict: These conflicts take place between line and staff representatives when they disagree over different issues in their working relationships. These conflicts may lead delay in decision making.

(B)

• Embrace conflict. When conflict arises, don’t avoid it or pretend nothing has happened. As time goes on, tension will build -- and the conflict only will get worse. Deal with these uncomfortable issues as soon as possible, before problems and bad feelings become embedded in everyday work.
• Talk together. Set up a time and place so you can talk for an extended span without outside interruptions. When you do meet, each person should have adequate time to say what he or she believes the other party needs to hear. Don't let any individual monopolize the conversation or control the topic. Each person should talk about the disagreements and how he or she feels about the situation.
• Listen carefully. It's essential to give your complete attention to the person who is talking. Do not interrupt the other person. Make sure you're getting the message he or she intends to send. Rephrase and repeat back what you've heard to confirm understanding. Ask clarifying questions if needed. You can request that the other person repeat a central idea or reword his or her frustrations in a way that makes sense to you. 
• Find agreement. Your conversation primarily will focus on the disagreements, but resolution is possible only when you find points of agreement. You should emerge from the experience with some positives instead of all negatives. Shed light on commonalities. Share examples or instances in which you agree with the other person or can see another point of view.