Conflict in Organizations
by Sophia
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WHAT'S COVERED
In this lesson, you will learn about the basics of conflict. Specifically, this lesson will cover:
1. Recognizing Conflict
2. Types of Conflict
3. Levels of Conflict
4. The Positive and Negative Sides of Conflict
1. Recognizing Conflict
There are many ways conflict manifests itself in the workplace. It may be trivial, like colleagues squabbling over
who has the "good" stapler, or may be consequential, like top-level executives striving to be the next CEO. For
our purposes, we will recognize conflict as any situation in which individuals or groups react to other entities
that have frustrated, or are about to frustrate, their plans, goals, beliefs, or activities. In other words, conflict
involves situations in which the expectations or actual goal-directed behaviors of one person or group are
blocked—or about to be blocked or are perceived as being blocked—by another person or group.
EXAMPLE Alesha is a book editor who feels the publisher’s sales and marketing teams never put
sufficient energy behind the books she acquires. This frustrates her hopes for those books and creates
conflict. When Alesha is passed over for a promotion, which is given to another editor whose books have
been heavily promoted (and thus sold better), the conflict increases, as her long-term goals are frustrated. In
time, the organization announces some editors will be laid off, and she’s sure her name will be on the layoff
list. Conflict peaks here because she feels she was never given the chance to succeed. She and a small
group of editors who think they’ve been treated unfairly wonder what to do next.
Many such examples can be identified; in each, a situation emerges in which someone or some group cannot
do what it wants to do (for whatever reason) and responds by experiencing an inner frustration. The presence
or prospect of conflict makes many people feel uncomfortable, but we must accept that conflict always exists at
any organization and that not all conflict can be resolved. However, conflict isn’t necessarily bad and can even
strengthen an organization and relationships.
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Mediating conflict is one of the most important roles for a manager. In a survey, both top- and mid-level
managers reported that approximately 20% of their time was spent dealing with some form of conflict. In
another study, researchers found that managerial skill in handling conflict is a major predictor of managerial
success and effectiveness.
EXAMPLE Events at General Concrete, Inc., a company in Rhode Island, show the magnitude of the
problems that unmanaged conflict can cause in an organization. Operations at this concrete plant came to a
halt for more than 3 weeks because the plant’s one truck driver and sole member of the Teamsters Union
began picketing after he was laid off by the company. The company intended to use other drivers from their
other plants. In response to the picketing, not a single employee of General Concrete crossed the picket
line, thereby closing the plant and costing the company a considerable amount in lost production and profit.
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TRY IT
Could this problem have been handled better? And how would you have handled it?
+
Presumably there were opportunities to better appease the one worker, which were perhaps ignored
because he was seen as having little power in the organization, which proved false. A good faith effort
to mediate the conflict early on would have saved the company’s money and reputation.
Throughout this Challenge, we’ll consider aspects of organizational conflict, how to use conflict constructively,
and how to mitigate it or manage it when it is unhealthy or counterproductive. We’ll look at models on the
conflict management process and strategies for conflict resolution, and further analyze which will be effective or
ineffective in different situations.
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TERM TO KNOW
Conflict
Any situation in which individuals or groups react to other entities that have frustrated, or are about to
frustrate, their plans, goals, beliefs, or activities.
2. Types of Conflict
If we are to try to understand the roots of conflict, we need to know what type of conflict is present. There are
four broad types of conflict we can identify. Recall that our definition of conflict requires one party’s plans to be
frustrated by the actions of another party. Consider that as you read these descriptions and examples.
Type of Conflict
Goal Conflict
Description
Example
Goal conflict can occur when one
Most of the people who work for an online
person or group desires a different
clothing store are excited by the idea of a deep
outcome than others do. This is
discount for new customers. The discounts are so
steep the company won’t make a profit, but they
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simply a clash over whose goals are will expand their marketing list for future email
going to be pursued.
and text campaigns that can lead to higher profits
in the future. However, not everyone is convinced
that taking a short-term loss will lead to long-term
benefits.
Cognitive Conflict
Affective Conflict
Cognitive conflict can result when
An organization has recognized its need to be
one person or group holds ideas or
more diverse, equitable, and inclusive and,
opinions that are inconsistent with
among other changes, plans a day-long workshop
those of others. In the workplace, it
on the topic. Some consider the training a waste
might be differences over social or
of time and think the DEI initiative itself is just a
political issues.
“woke fad.”
This type of conflict emerges when
Ibrahim is more restrained and serious than many
one person’s or group’s feelings or
of his colleagues. As his colleagues gear up for a
attitudes are incompatible with
big event with lots of pep and enthusiasm, his
those of others. Affective conflict is
own demeanor is a stark contrast, and people
seen in situations where two
start to wonder if he even likes working at the
individuals simply don’t get along
organization or cares about the event. They feel
with each other or when one person that the entire team should be on board and
Behavioral Conflict
doesn’t “fit” with their work group.
visibly enthusiastic.
Behavioral conflict exists when one
Lewis works at an organization with a dress code
person or group does something
and a generally conservative workforce. He
(i.e., behaves in a certain way) that
dresses appropriately, but his long hair, visible
is unacceptable to others.
tattoos, and piercings still make him stand out and
make others grumble that he’s “unprofessional.”
They feel that Lewis’s presence undermines the
confidence they want others to have in the
company.
3. Levels of Conflict
In addition to different types of conflict, there exist several different levels of conflict. Level refers to the number
of individuals involved in the conflict. That is, is the conflict within just one person, between two people,
between two or more groups, or between two or more organizations? Both the causes of a conflict and the
most effective means to resolve it can be affected by level. Four such levels can be identified.
Level of Conflict
Description
Examples
Intrapersonal
Intrapersonal conflict is conflict within one
Atid has to hire an intern and is excited to
Conflict
person. We often hear about someone who
get many really qualified applicants. The
has an approach-avoidance conflict; that is,
tough part is choosing which one gets the
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they are both attracted to and repelled by
job and disappointing the others.
the same person or thing or torn between
two appealing (or two unappealing)
Atid also travels a lot with colleagues and
alternatives.
knows some of them pad their expense
reports to cover things like drinks at the
hotel bar or upgrades to their rooms that
should not be paid for by the organization.
Reporting them would make him
unpopular, so he’s said nothing, but it
makes him feel like he’s an accomplice.
In both cases, Atid knows whatever he
decides, he will wonder if he made the
right decision.
Interpersonal
Conflict can also take the form of an
Dan and Laura are neighbors in a
Conflict
interpersonal conflict, where two individuals
community with a homeowner's
disagree on some matter.
association (HOA) and have repeated (and
heated) discussions about HOA policies
while at work. Other colleagues don’t take
sides but know that there are some hard
feelings between the two and that these
arguments are a distraction.
Intergroup Conflict Conflict can be found between groups.
When an organization moves into a new
Intergroup conflict usually involves
office building, every group favors the
disagreements between two opposing
suites on the side of the building that face
forces over goals or the sharing of
the woods instead of those that face the
resources. Intergroup conflict is typically the
highway. The organization leadership
most complicated form of conflict because
ultimately bases a decision for sales and
of the number of individuals involved.
marketing on the fact that they receive
Coalitions form within and between groups,
more visitors and want to make a good
and an “us-against-them” mentality
impression. This stokes the resentment of
develops. Here, too, is an opportunity for
other groups in the company who feel that
groupthink to develop and thrive.
the sales and marketing departments are
always favored over their own.
Interorganizational Interorganizational conflict refers to disputes A classic example is two similar businesses
Conflict
between two companies in the same
that operate on opposite sides of the same
industry, between two organizations in
intersection, selling the same goods, such
different industries or economic sectors, and as two gas stations. When one gas station
even between two or more countries. In
lowers their prices, the other gas station
each case, both parties inevitably feel the
feels they have to go even lower to avoid
losing all customers to their competitor.
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pursuit of their goals is being frustrated by
This can escalate to the point where
the other party.
neither is making a profit.
4. The Positive and Negative Sides of Conflict
People sometimes think all conflict is bad and should be eliminated. On the contrary, there are some
circumstances in which a moderate amount of conflict can be helpful. For instance, conflict can lead to the
search for new ideas and new mechanisms as solutions to organizational problems. Conflict can stimulate
innovation and change. It can also facilitate employee motivation in cases where employees feel a need to
excel and, as a result, push themselves in order to meet performance objectives. Conflict can at times help
individuals and group members grow and develop self-identities. As noted by Lewis Coser in the 1956 book,
The Origins of Social Conflict:
Conflict, which aims at a resolution of tension between antagonists, is likely to have stabilizing and
integrative functions for the relationship. By permitting immediate and direct expression of rival claims,
such social systems are able to readjust their structures by eliminating their sources of dissatisfaction. The
multiple conflicts which they experience may serve to eliminate the causes for dissociation and to
reestablish unity. These systems avail themselves, through the toleration and institutionalization of conflict,
of an important stabilizing mechanism.
In short, an organization that allows conflict, in the sense that people can air their work-related grievances,
allows the organization to address the source of the conflict. The changes this brings not only reduces the
conflict itself, but it may also lead to more efficient or effective practices and improve overall cohesion within the
organization.
EXAMPLE Recall Alesha, the book editor from the first example. She was not comfortable expressing
her frustrations, and the conflict grew into outright resentment, as she was also passed over for promotion
and then stressed about her job. If the conflict were recognized and allowed, it could be better mitigated,
such as giving a better explanation of why some books are favored over others, and paths for growth
identified for Alesha to feel confident in a future promotion and to have more job security. This would not
only ameliorate her frustration, but it might also make her more committed to the organization. Note that in
this example, she is never simply “given what she wants,” but the conflict is managed successfully.
Conflict can, on the other hand, have negative consequences for both individuals and organizations when
people divert energies away from performance and goal attainment and direct them toward resolving the
conflict. Continued conflict can take a heavy toll in terms of psychological well-being. As we will see in the next
chapter, conflict has a major influence on stress and the psychophysical consequences of stress. Finally,
continued conflict can also affect the social climate of the group and inhibit group cohesiveness.
Thus, conflict can be either functional or dysfunctional in work situations depending upon the nature of the
conflict, its intensity, and its duration. Indeed, both too much and too little conflict can lead to a variety of
negative outcomes, as discussed above. In such circumstances, a moderate amount of conflict may be the best
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course of action. The issue for management, therefore, is not how to eliminate conflict but rather how to
manage and resolve it when it occurs.

SUMMARY
In this lesson, we described conflict in an organization as essentially about frustration. Whether it is a
trivial goal like “getting another cup of coffee” or a major goal like “moving the company into the 21st
century,” the reason for conflict is usually that a person or party wants something and realizes that it is
blocked by others. Conflict is always present, cannot always be resolved, and is not always bad.
However, being able to manage conflict is important for any manager. We began looking at conflict by
describing various types of conflict, such as goal conflict (wanting different things), cognitive conflict
(believing different things), affective conflict (feeling different things), and behavioral conflict (having
different standards for appropriate behavior). In addition to the types of conflict, we looked at the levels
of conflict, or the number of people involved in the conflict. An intrapersonal conflict refers to a
personal conflict that occurs within a person. An interpersonal conflict is one where two people
disagree. Intergroup conflict occurs when a group of people disagree. Interorganizational conflict
occurs between two groups within an industry. Finally, you learned the positives and negatives of
conflict. Conflict can be harmful or helpful to an organization; the difference is usually not the presence
or absence of conflict but how it is handled.
Source: THIS TUTORIAL HAS BEEN ADAPTED FROM OPENSTAX "ORGANIZATIONAL BEHAVIOR". ACCESS
FOR FREE AT OPENSTAX.ORG/BOOKS/ORGANIZATIONAL-BEHAVIOR/PAGES/1-INTRODUCTION. LICENSE:
CREATIVE COMMONS ATTRIBUTION 4.0 INTERNATIONAL. Accessed by August 2023.
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TERMS TO KNOW
Conflict
Any situation in which individuals or groups react to other entities that have frustrated, or are about to
frustrate, their plans, goals, beliefs, or activities.
© 2026 SOPHIA Learning, LLC. SOPHIA is a registered trademark of SOPHIA Learning, LLC.
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