Izboljšanje managementa konfliktov v organizaciji

magistrsko delo

Alen List (Author), Vojko Potočan (Mentor)

Abstract

V želji organizacije po doseganju ciljev, mora ta delovati kot celota. To pomeni, da morajo biti vsi zaposleni sposobni medsebojnega sodelovanja. Večje kot pa je število interakcij, večji je potencial za nastanek konflikta. Vzrok za nastanek konflikta je pogosto posameznik, kateri v želji po doseganju svojega cilja ravna na način, da drugemu udeležencu dogodka onemogoča ali otežuje doseganje njegovih ciljev. Tako poznamo intrapersonalni, interpersonalni, skupinski in politični konflikt. Konflikt lahko poteka horizontalno (med posamezniki in skupinami na isti ravni) ali vertikalno (med posamezniki in skupinami na različnih ravneh. Konflikti se zato redno pojavljajo v organizacijah, zato je za organizacije ključnega pomena, da jih ustrezno vodijo ter sproti rešujejo. Med najpogostejšimi vzroki za nastanek konfliktov literatura navaja nasprotujoče si cilje, neskladja v osebnostnih značilnostih posameznikov, slabo komunikacije ter neustrezen način managementa in vodenja v organizaciji. Ker ima konflikt sam po sebi tako negativne kot pozitivne lastnosti, lahko organizacija uporabi pristop obvladovanja konfliktov s katerimi bodo izboljšali tako medsebojne odnose kot tudi komunikacijo v prihodnosti, hkrati pa se bodo koristi kazale tudi v večji učinkovitosti in uspešnosti poslovanja. V kolikor želi organizacija obvladovati konflikt na sodoben in inovativen način, se mora usposobiti in imeti dovolj znanja in veščin. Slednje lahko pridobi z najemom/zaposlitvijo mediatorja ali usposabljanjem kadra s področja komunikacijskih veščin, empatije in ustvarjalnega razmišljanja ter ustvarjalnega reševanja problemov. Novejša managementska literatura posebej izpostavlja pomen mediacije za reševanje konfliktov. Organizacija lahko uporabi mediacijo kot način obvladovanja konfliktov s pomočjo tretje nepristranske strani in to hitro, uspešno, učinkovito, koristno (kreativne ideje tekom obvladovanja konflikta) in poceni. Mediacija je primerna za večino različnih vrste konfliktov in situacij tako v organizaciji kot izven nje. S pridobljeno teorijo smo se usmerjali k velikim organizacijam, saj v njih zaradi velikega števila medsebojnih interakcij med zaposlenimi obstaja velik potencial za nastanek in razvoj konflikta. Prav tako imajo velike organizacije praviloma na voljo več sredstev in s tem večjo fleksibilnost kadar gre za izbiro načina ali metode za obvladovanje konfliktov. Na podlagi omenjenih razlogov smo za praktičen primer obravnave vzeli eno izmed največjih in najuspešnejših podjetij na svetu – Amazon. V nalogi smo analizirali management konfliktov na primeru podjetja Amazon, kot enega izmed največjih, najinovativnejših in najuspešnejših podjetij na svetu, ki je oblikoval zelo specifičen način soočanja in reševanja konfliktov. Delovanje podjetja je namreč manj usmerjeno v reševanje nastalih konfliktov, ampak načrtno proži konflikte kot obliko motiviranja zaposlenih za večjo kreativnost. V raziskovalnem delu smo na temelju obravnave izkušen iz Amazona oblikovali nov pristop za obvladovanje konfliktov, ki združuje prejšnja spoznanja managementa konfliktov ter obravnave konfliktov kot poslovnih priložnosti za podjetje. Pristop je usmerjen v izboljšanje medsebojnih odnosov ter boljših poslovnih rezultatov.

Keywords

organizacija;management;vodenje;konflikti;zaposleni;

Data

Language:	Slovenian
Year of publishing:	2021
Typology:	2.09 - Master's Thesis
Organization:	UM EPF - Faculty of Economics and Business
Publisher:	A. List
UDC:	005.334.2
COBISS:	81449987
Views:	407
Downloads:	151
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	Improving management of conflict in organization
Secondary abstract:	In order to achieve its goals, an organization must operate as a whole. This means that all employees must be capable of mutual collaboration. The higher the number of interactions, the bigger the potential for the creation of conflict. Conflict is often caused by an individual, who pursues their goals in a way that prevents or makes it difficult for other participants to achieve theirs. We know intrapersonal, interpersonal, group, and political conflict. Conflict can appear and run horizontally (between individuals and groups on the same level) or vertically (between individuals and groups on different levels). Therefore, conflict is a constant companion of organization. It is essential for organizations to manage conflict properly and resolve it on an on-going basis. According to our literature review, the main causes of conflict include different goals, incompatibility in terms of the personal characteristics of individuals, poor communication and unfitting style of management and leadership in an organization. As conflict has both positive and negative qualities, organizations can opt for a conflict management approach that could potentially improve personal relationship and communication in the future. At the same time, the benefits will also show in business efficiency and performance. If an organization wants to manage conflict in a modern and innovative way, it must go through extensive training and acquire enough knowledge and skills. It can achieve the latter by hiring a mediator or enrol its employees in various training courses on communication, empathy, creative thinking and creative problem solving. Latest literature on management emphasizes the importance of mediation in resolving conflict. Organizations can use mediation as a way of managing conflict with the help of an impartial third party. This approach is fast, successful, efficient, beneficial (creative ideas arise during conflict management) and inexpensive. Mediation is useful in most types of conflict and situations, both externally and internally within an organization. Base on our theoretical findings, we focused predominantly on large enterprises where a high number of employees acounts for a high number of interactions between empoyees, ultimately leading to a greater potential for the creation of conflict. What is more, large enterprises usually have more financial resources. Hence, they are more flexible when it comes to choosing the right method for managing conflict. Based on the above, our empiricakl part takes a closer look at Amazon, one of the largest and most successful companies globally. In this thesis, we analysed conflict management on the case of Amazon, which is one of the largest, most innovative and most successful companies in the world. We found out that Amazon created a highly specific system of dealing with and resolving conflict. As an organization, they are less focused on resolving conflict than they are on intentionally creating it to better motivate employees and instill creativity. Based on our analysis of the current situation at Amazon, our research paper presents a new conflict management approach which brings together all previous findings on conflict management in general and conflict management as a business opportunity for enterprises. The approach is also focused on promoting strong working relationships and improving business results.
Secondary keywords:	Conflict;management;conflict management;organization;employee;leadership;
Type (COBISS):	Master's thesis/paper
Thesis comment:	Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages:	II, 69 str.
ID:	13199735