[ CITATION TSN21 \l 1033 ] 1.1.2.Definition of managing conflict Classic view: conflict is a negative and negative manifestation within the organization Behavioral science perspective: c
Trang 1HO CHI MINH CITY UNIVERSITY OF FOREIGN
LANGUAGES -INFORMATION TECHNOLOGY FACULTY OF BUSINESS ADMINISTRATION
-*** -SCIENTIFIC RESEARCH
REPORT
TOPIC:
CONFLICT MANAGERMENT IS AN INCREDABLE
PART OF EVERY BUSINESS
Trang 3resolve conflicts between departments or individuals in a company This helps managers to get better to understand employees about people who manage other departments, whether they are superior orsubordinate Therefor, the authors decided to make a scientific study
on the above issue and the important aspects surrounding it The problem is divided into three basic levels: individual to individual, individual to group, and group to group After the authors evaluated and classified this problem, they came up with a number of
solutions that were considered the most optimal for each type of conflict this study is used both primary and secondary method, it is including : specific information from Vinamilk's company and sometheir articles in website
Trang 4TABLE OF CONTENTS
ABTRACT 3
CHAPTER I : INTRODUCTION 5
1.1.Rationale 5
1.1.1.Definition of organizational behaviour 5
1.1.2.Definition of managing conflict 6
1.2.Problem 6
1.3.Objects 6
1.4.Scope 7
CHAPTER II : LITERATURE REVIEW 7
2.1.Previous study 7
2.1.1.The nature of the conflict 7
2.1.2.Causes of conflict 7
2.1.3.Individual Conflict 8
2.1.4.Group Conflict 8
2.1.5.Conflict between individuals and groups 8
2.1.6.Conflict between groups 9
2.2.Managing conflict of Vinamilk’s company 9
2.2.1.Conflicts of milk distribution channels in Vinamilk’s company .9
2.2.2.Conflict at shareholder meeting of Vinamilk’s company 10
CHAPTER III : METHODOLOGY 12
3.1.Dodge 12
3.2.Intervention by force 13
3.3.Diffusion 13
3.4.Persuasion 14
3.5.Administrative measures 14
3.6.Patience to solve 15
CHAPTER IV : DISCUSSION 15
4.1.Practice in enterprises 15
4.2.Behavior of individuals in conflict 16
4.2.1 Psychological process 16
4.2.2.Factors affecting the behavior of individuals in conflict 17
4.2.3.Some principles for modifying conflicting behavior 18
Trang 5CHAPTER V : RECOMMENDATION 18
5.1.Employee 18
5.2.Business 19
CHAPTER VI : CONCLUSION 20
CHAPTER VII : REFERENCES 20
CHAPTER I : INTRODUCTION
1.1.Rationale
1.1.1.Definition of organizational behaviour
Organizational behavior is understood as the behavior of people or
employees of an organization This behavior is governed and
determined by the conscience, ability and attitude of the employee
It is a management science that systematically studies the behavior
and attitudes of people in an organization and the interaction
between human behavior and that organization Organizational
behavior is the scientific explanation for behavioral phenomena
instead of emotional thinking For example, when a person is absent
from work, suppose he stops working without knowing the real
reason the results of the employee's work such as productivity, level
of work and evolution of human resources Organizational behavior
includes the well-being and attitudes of individuals, the interaction
between behavior and attitudes of individuals with the
organization.To fully understand organizational behavior, we need
to take a closer look at these three factors Organizational behavior
relates to the behavior and attitudes of employees at work and must
occur within the organization itself
[ CITATION TSN21 \l 1033 ]
1.1.2.Definition of managing conflict
Classic view: conflict is a negative and negative manifestation
within the organization Behavioral science perspective: conflict is a
natural occurrence, sometimes it also helps stimulate creativity, so it
can create many benefits for an organization If handled properly
.way Conflict is a process in which one party realizes that their
interests are being fought or harmed by another party Conflict can
lead to negative or positive outcomes, depending on the nature and
intensity of the conflict The concept of conflict is not always
understood in a negative sense positive conflicts greatly increase
productivity [ CITATION TSN21 \l 1033 ]
Trang 6We will focus our analysis on one aspect of conflict, which is
precisely the conflict that occurs in the business activities of a company or a collective or group Due to the nature of teamwork, everyone works on the basis of each other's joint efforts However, these companies do not always do well, and this is what companies must always adapt, face and innovate to coexist and thrive On the other hand, each member of the group and the organization has differences in working style, thinking and opinions at work This diversity is also one of the causes of conflict and stress for
individuals and organizations Therefore, conflict is an integral part
of a company and an individual The fact that managers can resolve individual conflicts in a collective creates a unified image The skill
is also known as conflict management [ CITATION TSN21 \l
it is to resolve the conflict a team grows better and more
sustainably, creates a special bond between the members of the organization and creates a unified human body - the most important thing for a business to survive in a difficult market like Vietnam
1.4.Scope
Because conflict in an organization, collective, or business is
inevitable Therefore, this essay on conflict management will help managers know what conflict is, better understand its causes.Cause
of conflict, different types of conflicts may exist in one's own business Know how to limit large and small conflicts in the
business, have personal judgments and assessments in combination with the above conflict resolution methods, to come up with the right strategies to solve the problem , helping employees to focus
on their work to help the business complete the set strategic goals
CHAPTER II : LITERATURE REVIEW
2.1.Previous study
2.1.1.The nature of the conflict
Conflict is different ways of thinking about ideas, ways of working, views and interests of each individual in the organization But not
Trang 7because of that, there can be conflict, real conflict occurs when and only when it crosses the limit of a certain individual or organization
2.1.2.Causes of conflict
The causes of conflicts in the organization are disagreements about opinions, abuse of power with subordinates, disagreements on communication
Task Interdependencies: In essence, individuals and organizations are always influenced by each other in tasks, the greater the conflict,the different ideas and goals because avoiding conflict is closely related to interdependence so it is unlikely to happen But only a small disagreement in interdependence can cause major conflict.Status Inconsistencies: Inconsistency in an organization's policies and fairness For example, a manager can work alone during
working hours, but for junior employees, it is not possible and will
be penalized if working separately
About communication problems: When a manager assigns work to
an employee but the employee does not understand or does it
wrong, the manager's attitude will feel angry, frustrated, and there will be conflicts
Individual Differences: Each individual has different working capacity, some people do well, others do not For individuals with good work capacity, there may be authoritarianism and dependence because they do well and don't look at anyone Because of these things, there will be real conflicts
2.1.3.Individual Conflict
Ethical: When you found the wallet, do you think you should pay it
or keep it for yourself?
Mission: Should I admit my mistakes? Is it worth it? When an individual has made a mistake and doesn't know whether to admit it
or not and when he admits the mistake, the fault is too serious or not, so a conflict may arise
Big change: You have a life-changing decision that you should or shouldn't follow For example: The job you do does not show your ability and you will change to another more important job such as agreeing to a promotion As a result, personal conflicts may arise
Trang 82.1.4.Group Conflict
When there is disagreement about opinions, needs, ideas in the group Conflict between members will affect the quality of work and this conflict is very common
Task-based conflicts: When working in groups, members will be assigned different tasks, but just one member does not complete it will affect the whole team and cannot meet the deadline
Leadership conflicts: Every leader has a different way of managing and doing their job There are people who care, observe and help others at the same time, while others are not As a manager, you should determine your own way of working, how to implement the group's decisions
Conflict of personality: Each individual has different personalities that do not always fit into the group When working, each person's personality is not sociable and affects the level of work completion
It is important to try to understand and integrate with others
2.1.5.Conflict between individuals and groups
Conflict between groups is formed based on disagreement,
competition, between management with each other Because of wanting to get a higher position, despite doing the wrong things, it creates conflicts Organizational structure is also involved in leading
to conflict For example: When a person does a good job, he will receive credit for the manager, creating discomfort for others
Viewpoint has transformed conflict as a motive in group activities and for individual members The point to be noted by the
organization is to consider any conflict as bad, very negative, or no longer relevant When conflict is seen as negative for the group and organization, this negative phenomenon must be avoided Conflict occurs as a result of improper communication, or leads to a
breakdown of trust between conflicting groups Organizations and groups must accept conflict as a natural presence in the group, and conflict can sometimes produce positive results
2.1.6.Conflict between groups
In an enterprise with many groups, many different organizations, theinterests of the groups are not consistent with each other leading to inconsistency Each department always tries to do its job well, competing with each other for the top to envy, to envy Teams have separate tasks for each type of work, resulting in different work
Trang 9completions with distinct goals Intergroup conflict can occur when one team deliberately isolates the other, only concerned with the target location of the work.
2.2.Managing conflict of Vinamilk’s company
2.2.1.Conflicts of milk distribution channels in Vinamilk’s companyWhat is a distribution channel? There are many different
interpretations of distribution channels depending on the aspect and different perspectives that we give different definitions of
distribution channels Here we look at two angles, the first is the angle of the distribution channel The specific manufacturer here is Vinamilk dairy company, the main distribution channel is a businessprocess with external intermediary organizations to bring products and services of their business to customers From the perspective of the buyer, the distribution channel is an intermediary organization independent of the manufacturer, where goods and services cost more than the manufacturer
Distribution channels play an important role in most production activities of enterprises It determines where the goods are sold, at what price, etc., which shows that the distribution channel has a great influence on the profit of a business and Vinamilk is no
exception Since 1976, Vinamlik has grown stronger and stronger and become the leading dairy supplier in Vietnam Has a wide distribution network both at home and abroad, with a wide variety
of products such as yogurt, juice, fresh milk, etc and has been voted
as Vietnamese high quality product for 14 consecutive years
continued from 1995-2008 Currently, the company has two main distribution channels, the first distribution channel is the traditional distribution channel (220 independent distributors and more than 140,000 retail points), this traditional distribution channel provides more than 4/5 products company products In addition, Vinamilk also built many display facilities for its products in big cities such asHanoi, Da Nang, Ho Chi Minh City and Can Tho to support the advertising and distribution of products to consumers The second distribution channel is the distribution channel, which is currently the metro supermarket system, with more than 5,000 agents and 140,000 thousand retail stores, large and small, selling Vinamilk's products as well as in distribution channels such as schools,
hospitals, supermarkets
Problem
Trang 10With such a large number of distribution channels, conflicts
between channels are inevitable In addition to competitive conflictsthat positively affect business performance, negative conflicts cause many obstacles to the distribution of goods from the place of
production to the hands of consumers
Specifically, some distribution channels try to make their own regulations on advertising and prices of products but do not go through the company but do it according to their own wishes, while other channels also agree to display different types of products milk
of other brands such as TH true milk, Duck lady, etc Vinamilk also offers a very quick solution to resolve and better manage conflicts from distribution channels
When there is a big conflict, you should choose to negotiate and conciliate
The most important thing is to specialize in the roles of each
employee, to have empathy and cooperation with high expertise in resolving conflicts.[ CITATION Phạ18 \l 1033 ]
2.2.2.Conflict at shareholder meeting of Vinamilk’s company
Problem
After the 2015 General Meeting of Shareholders of Vinamilk, it showed the fierce conflicts of the management of State capital as well as the fairness of the interests of shareholders, including the Government
Conflict developments, at the 2015 general meeting of shareholders,SCIC had a proposal to elect an independent member to the Board
of Directors, the head of the Supervisory Board must work full-time
at the company, amend the articles of association The company charter with the content "the automatic loss of the status of a
member of the Board of Directors, the Supervisory Board in the event that such member is no longer appointed as the representative
of the institutional shareholder" was vetoed by the shareholders Ms.Mai Kieu Lien is the Chairman of the Board of Directors and the General Director of Vinamilk Ms Lien is currently a part of the capital managed by SCIC, but now they no longer support her SCIC wants Ms Lien to retire and will be replaced by someone else
Trang 11and will notify later And of course Ms Lien will lose her position
on the board of directors But this proposal has been vetoed
If this conflict is not resolved satisfactorily, the whole Vinamilk company will face great challenges in capital management, but SCIC is even more serious, in particular, the state budget will suffer
a serious deficit And also to avoid the intervention of the authorities
if the agreement fails, and at the same time avoid the crisis of level personnel
high-Solution
Vinamilk’s shareholders wants SCIC, instead of competing for shareholder rights, should only focus on supporting businesses because dairy is not a necessary field with state management
Enterprises will expand and develop and state capital will not be in deficit (Dân Trí, 2015)
CHAPTER III : METHODOLOGY
When people have conflicts, they all cause many consequences, the future results of Party A completely depend on the current results Thus, decisive control of the parties also includes conflicts, ranging from joint control in interpersonal conflicts to agent control in internal conflicts In inner conflict, decision makers are faced with asituation that depends on the outcome and full control of the agent and can decide how to resolve the conflict between their current andfuture interests from peers In an internal conflict, the parties have full control over the actor to exceed their own future interests and serve only their current interests, or vice versa In contrast, in
interpersonal conflict, the parties are faced with a situation where outcomes are interdependent and controlled - meaning that the outcomes of both parties are interdependent on decisions and
actions of their partner Because of the differences between these conflicts, the parties may be more bound to resolve conflicts of