Identify and discuss the underlying sources of conflict, on the different levels: Interpersonal, Organizational, National and International.

NMC501 CASE ! submit to CE

Module 1 – Case
Introduction to CRM and Sources of Conflict
Part I: Assignment Overview
When and where to begin?
We have stated time and again, that conflict is inevitable, and that it derails us off the tracks of our normal personal and business lives, causing great emotional strife and financial costs.
If this is true, than it may be imperative that we should ALL be knowledgeable of the sources of conflict, and of the conflict management approaches, methods and techniques.
Part I: Case Assignment
Please read (access via ProQuest) – 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.
After carefully reading through the Module background material, and this article, please answer (in about 2-3 pages), the following questions:
1 What are the sources and types of conflict that are most salient in the work place?
2 Can the Chinese setting be generalized to our workplace environments?
3 What possible management resolution remedies would you recommend for the work place?
Part 1: Assignment Expectations
1 Please focus on the generalizability of the sources of conflict to other environments.
2 In addressing question #3 above – present an in-depth example for a possible resolution method.
Part II: Assignment Overview
The Organization and Conflict
Organizations have developed structured models to facilitate decision-making, for nearly all aspects and functions, pertaining to theirPa business world. It was only a matter of time, before organizations would continue this trend and develop a structured model for dealing with conflict.
The basis of a good model, is that it takes into consideration the major factors and players affecting the subject of the model.
The following article (below), presents an overview of the sources and conflict resolution strategies, within an organization.
Part II: Case Assignment
Please read – 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.
Abstract (Summary): Conflict can be devastating in business as well. It can destroy morale, polarize co-workers and divert precious energy from meeting business goals. A University of North Carolina survey of 1,400 workers found that more than half had lost time at work due to conflicts with colleagues. And 22% said conflict had reduced their productivity. Whether workplace conflict works for or against an organization, shores it up or undermines its foundation, depends on how that conflict is managed. While conflict within organizations is becoming increasingly prevalent and more and more of a disadvantage, some organizations and their teams have learned to effectively manage conflict. For HR to make a real contribution to team success, HR professionals need to possess the skills needed in a high-performance environment. Apart from transferring conflict management skills—influencing, active listening, assertion and depersonalizing issues—they need to role-model them in their own interactions throughout the organization.
After carefully reading through the Module background material, and this article, please answer (in about 2-3 pages), the following questions:
How does the Author characterize the sources of conflict within an organization?
Is conflict resolution only within the jurisdiction of the HR people? Explain.
Is it important or necessary in an organization, to understand these sources of conflict, as we have an autocratic structure that can impose a resolution?
Part II: Assignment Expectations
Identify each source clearly and explain how it affects the organization.
In response to Question 3, I would like to see you implement critical thing in your assessment.

Module 1 – Outcomes
Introduction to CRM and Sources of Conflict
Module
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.
Case
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; National and International Levels.
Describe the benefits of implementing a CRM program in an organization.
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:
Case
Classify the various types of conflict and explain how we distinguish among 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; National and International Levels.
Describe the benefits of implementing a CRM program in an organization.
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.

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