Acquisition in Multinational Coperation Essay

Purpose – This conceptual paper aims to draw upon recent complexity and organizational psychology literature to examine conï ¬â€šict episodes, exploring the limitations of the predominant research paradigm that treats conï ¬â€šict episodes as occurring in sequence, as discrete isolated incidents. Design/methodology/approach – The paper addresses a long-standing issue in conï ¬â€šict management research, which is that the predominant typology of conï ¬â€šict is confusing. The complexity perspective challenges the fundamental paradigm, which has dominated research in the conï ¬â€šict ï ¬ eld, in which conï ¬â€šict episodes occur in sequence and in isolation, with managers using one predominant form of conï ¬â€šict resolution behavior. Findings – The ï ¬ ndings are two-fold: ï ¬ rst, the behavioral strategies adopted in the management of these conï ¬â€šicts will be highly complex and will be determined by a number of inï ¬â€šuencing factors; and second, this moves theory beyond the two dimensional duel concern perspective, in that the adaptable manager dealing with these multiple, simultaneous conï ¬â€šicts will also need to consider the possible implications of their chosen strategy along with the changing micro environment in which they operate. Originality/value – This paper adds value to the ï ¬ eld of conï ¬â€šict theory by moving beyond two dimensions and exploring a sequential contingency perspective for conï ¬â€šict management within the organization. It argues that multiple conï ¬â€šict episodes can occur simultaneously, requiring managers to use differing behaviors for successful conï ¬â€šict management. Keywords Conï ¬â€šict management, Conï ¬â€šict resolution, Organizational conï ¬â€šict, Individual behaviour, Interpersonal relations Paper type Conceptual paper International Journal of Conï ¬â€šict Management Vol. 21 No. 2, 2010 pp. 186-201 q Emerald Group Publishing Limited 1044-4068 DOI 10.1108/10444061011037404 Introduction It is now over 40 years since Louis Pondy (1967) wrote his seminal article on conï ¬â€šict within the organization and its management and almost 20 years since his reï ¬â€šections on his earlier work were published (Pondy, 1989)[1]. In 1967 Pondy established what was for two decades the generally accepted paradigm of conï ¬â€šict: that conï ¬â€šict episodes occur as temporary disruptions to the otherwise cooperative relationships which make up the organization (Pondy, 1967). In his subsequent reï ¬â€šections on his earlier work and that of others, Pondy proposed that conï ¬â€šict is an inherent feature of organizational life, rather than an occasional breakdown of cooperation (Pondy, 1989). This radically challenged the previous paradigm. Indeed, Pondy (1989) even suggested that research into the phenomenon of cooperation within the organization could be beneï ¬ cial in providing further insight into conï ¬â€šict within the organization, implying that it was cooperation, not conï ¬â€šict, which was the anomalous state requiring investigation. Yet, for almost two decades, Pondy’s conceptualization of conï ¬â€šict as a natural state for the organization has remained largely unexplored despite the emergence of a complexity perspective which explores multiple elements of the conï ¬â€šict situation or cooperative state. One possible reason why Pondy’s challenge has not been answered is that some confusion has arisen over the terms and typologies used for the classiï ¬ cation of conï ¬â€šict episodes. Consequently, debates about conï ¬â€šict structure or composition have tended to dominate the research agenda. The potential for confusion arising from these various conï ¬â€šict classiï ¬ cations will be discussed in this paper. Where conï ¬â€šict management behaviors have been studied, researchers have tended to focus on a two-dimensional approach or â€Å"dual concern theory† model (Thomas, 1976) which suggests that individuals adopt conï ¬â€šict management behaviors based on their perceived self interests and those of others; i.e. concern for self (competitive behaviors) versus concern for other (accommodating behaviors). Although this approach to the research of conï ¬â€šict and its management ï ¬ ts well with Pondy’s (1967) original paradigm, it is challenged by the complexity perspective that has emerged in psychology research. The complexity perspective of intraorganizational conï ¬â€šict maintains that interpersonal relationships are more complex than hitherto thought, and that the unfolding conï ¬â€šict is inï ¬â€šuenced by a wide variety of conditions. Moreover the complexity perspective encourages the consideration of simultaneous complexity (more than one event occurring simultaneously) and of how the mode of conï ¬â€šict management affects the outcomes (Munduate et al., 1999). This fresh perspective has enabled researchers to examine the point at which behavioral style is changed and the effect on the conï ¬â€šict episode (Olekalns et al., 1996) and to look at how different behaviors are combined (Janssen et al., 1999). With the recent developments in the complexity perspective of conï ¬â€šict management research (Van de Vliert et al., 1997; Munduate et al., 1999), the time has come to further explore the possible consequences of the complexity perspective: whether it is in fact the case that conï ¬â€šict is an inherent condition within the organization (Pondy, 1989); whether conï ¬â€šict episodes do not occur in isolation but occur frequently and simultaneously (Euwema et al., 2003); and whether complex sequences of adaptive behaviors are required to continually manage the constantly changing intraorganizational, conï ¬â€šict environment. Before we can do this, and to provide a common ground for discourse, we ï ¬ rst need to examine some of the theories around conï ¬â€šict typology that have arisen in the psychology and management literature and which may be the cause of some confusion. Conï ¬â€šict terms and typologies â€Å"Conï ¬â€šict† is a broad construct that has been studied extensively across several disciplines covering a wide range of social interactions. Previous conï ¬â€šict research has identiï ¬ ed four main levels of conï ¬â€šict in the context of human behavior and relationships as summarized by Lewecki et al. (2003): (1) Intergroup conï ¬â€šicts between groups of individuals which can range in size and complexity due to the many relationships involved, including international conï ¬â€šict between nations. (2) Intragroup or intraorganizational conï ¬â€šicts arising within smaller groups which comprise the organization. A re-evaluation of conï ¬â€šict theory 187 IJCMA 21,2 188 (3) Interpersonal conï ¬â€šict; that is, conï ¬â€šict at an individual level, conï ¬â€šict between individuals, or conï ¬â€šict between an individual and a group. (4) Intrapersonal conï ¬â€šict on a personal level, where the conï ¬â€šict occurs in one’s own mind. Although these four levels of conï ¬â€šict all appear across both the psychology and management literature, it is the third level (interpersonal conï ¬â€šicts within the organization or the reactions an individual or group has to the perception that two parties have aspirations that cannot be achieved simultaneously) that has become the central ï ¬ eld of research within the organization (Putnem and Poole, 1987). In 1992, Thomas proposed a simpliï ¬ ed deï ¬ nition of interpersonal conï ¬â€šict as the process which begins when an individual or group feels negatively affected by another individual or group. The conï ¬â€šict consists of a perception of barriers to achieving one’s goals (Thomas, 1992). More recently, interpersonal conï ¬â€šict has been deï ¬ ned as an individual’s perceptions of incompatibilities, differences in views or interpersonal incompatibility (Jehn, 1997). Conï ¬â€šict at this level has mostly been seen as adversarial and as having a negative effect upon relationships (Ford et al., 1975). These deï ¬ nitions presuppose that an opposition or incompatibility is perceived by both parties, that some interaction is taking place, and that both parties are able to inï ¬â€šuence or get involved – that is. that there is some degree of interdependence (Medina et al., 2004). Interpersonal conï ¬â€šict could arise within organizations where, for example, customer-facing departments such as Sales make promises to customers that other departments then have to deliver. In this domain of intraorganizational, interpersonal conï ¬â€šict, both Pondy’s (1966, 1967) work and recent developments adopting the complexity perspective are of particular interest This broad area of intraorganizational, interpersonal conï ¬â€šict has been further subdivided into two types: relationship conï ¬â€šict and task conï ¬â€šict. Relationship conï ¬â€šict arises between the actors through their subjective emotional positions, whereas task conï ¬â€šict relates primarily to the more objective tasks or issues involved (Reid et al., 2004). A series of studies conï ¬ rmed this duality between relationship and task. Wall and Nolan (1986) identiï ¬ ed â€Å"people oriented† versus â€Å"task oriented† conï ¬â€šict. In the early to mid-1990s Priem and Price (1991), Pinkley and Northcraft (1994), Jehn (1995) and Sessa (1996) all identiï ¬ ed â€Å"relationship† and â€Å"task† as discrete aspects of conï ¬â€šict. The picture became rather more complicated in the late 1990s. In 1995 Amason et al. redeï ¬ ned conï ¬â€šict types as â€Å"affective† and â€Å"cognitive† and in 1999 Van de Vliert further redeï ¬ ned these types as â€Å"task† and â€Å"person† conï ¬â€šict. In working toward a more comprehensive model of intraorganizational, interpersonal conï ¬â€šict, Jameson (1999) suggested three dimensions for conï ¬â€šict: (1) content; (2) relational; and (3) situational. The content dimension encompasses the previously discussed conï ¬â€šict types (affective, cognitive, relationship etc) while the relational dimension considers the subjective, perceived variables within the relationships of the actors involved: . trust; . status; . . . . A re-evaluation of conï ¬â€šict theory seriousness; degree of interdependence; record of success; and the number of actors involved. The situational dimension examines the variables which may be most relevant in selecting an appropriate conï ¬â€šict management strategy. These include time pressure, the potential impact of the conï ¬â€šict episode, the degree of escalation and the range of options available in the management of the conï ¬â€šict episode (Jameson, 1999). Meanwhile, Sheppard (1992) criticized the multiplicity of terms that were being used to describe types of interpersonal conï ¬â€šict, and the needless confusion that this caused. The result of the many approaches described above is that there is no general model for the typology of interpersonal conï ¬â€šict within the organization. In the absence of such a model, other researchers have taken different approaches, using the antecedents of the conï ¬â€šict episode to describe conï ¬â€šict types. Examples of this proliferation include role conï ¬â€šict (Walker et al., 1975), gender conï ¬â€šict (Cheng, 1995) and goal conï ¬â€šict (Tellefsen and Eyuboglu, 2002). This proliferation of terms or typologies has unsurprisingly led to confusion, most noticeably with the term â€Å"interpersonal conï ¬â€šict† being used to describe purely relationship or emotional conï ¬â€šict (Bradford et al., 2004) or conï ¬â€šict being deï ¬ ned in terms of emotion only, adding to the wide range of terms already used (Bodtker and Jameson, 2001). Thus, at a time when international, interorganizational, intraorganizational, interpersonal and intrapersonal conï ¬â€šicts are being extensively studied with conï ¬â€šict deï ¬ ned and operationalized in a variety of ways, no widely accepted and consistent model has emerged to shape conï ¬â€šict research (Reid et al., 2004). Table I summarizes the many different conï ¬â€šict typologies that have been proposed. Table I illustrates that relationship and task conï ¬â€šict are almost universally accepted as distinct types of interpersonal conï ¬â€šict by psychology and management researchers. Date Author(s) Conï ¬â€šict typology 1986 1991 1994 1995 1995 1996 1996 1997 1999 1999 2000 2000 2002 2003 2003 2004 2004 2005 Wall and Nolan Priem and Price Pinkley and Northcraft Jehn Amason et al. Sessa Amason Amason and Sapienza Jameson Janssen et al. Friedman et al. Jehn and Chatman Tellefsen and Eyuboglu Bradford et al. De Dreu and Weingart Reid et al. Tidd et al. Guerra et al. People oriented, task oriented Relationship, task Relationship, task Relationship, task Cognitive, affective Task, person oriented Affective, cognitive Affective, cognitive Content, relational, situational Task, person oriented Relationship, task Task, relationship, process Goal conï ¬â€šicts Interpersonal, task Relationship, task Relationship, task Relationship, task Relationship, task 189 Table I. A summary of the typologies of conï ¬â€šict IJCMA 21,2 190 In addition, many researchers have identiï ¬ ed a third type of conï ¬â€šict which relates to the environment in which managers operate, described as situational conï ¬â€šict ( Jameson, 1999) or process conï ¬â€šict ( Jehn and Chatman, 2000). We believe that a consistent conï ¬â€šict typology is called for, to aid future research into the complex nature of intraorganizational conï ¬â€šict. In this paper, we propose that future researchers should recognize three types of interpersonal conï ¬â€šict. However, since the terms â€Å"relationship† and â€Å"task† are vulnerable to misinterpretation we advocate using the terms affective and cognitive (following Amason, 1996 and Amason and Sapienza, 1997), in conjunction with process (Jehn and Chatman, 2000), to describe the three types of interpersonal conï ¬â€šict. These terms, which reï ¬â€šect the more speciï ¬ c terminology used in the psychology literature, are deï ¬ ned in Table II. As Table II shows, the t ypology we propose is as follows. Affective Conï ¬â€šict is a term describing conï ¬â€šicts concerned with what people think and feel about their relationships including such dimensions as trust, status and degree of interdependence (Amason and Sapienza, 1997). Cognitive Conï ¬â€šict describes conï ¬â€šicts concerned with what people know and understand about their task, roles and functions. Process Conï ¬â€šict relates to conï ¬â€šicts arising from the situational context, the organization structure, strategy or culture (Amason and Sapienza, 1997; Jehn and Chatman, 2000). Using this typology for conï ¬â€šict between individuals or groups of individuals within the organization avoids confusion over the use of the terms â€Å"interpersonal†, â€Å"person† or â€Å"relationship† often used when referring to affective conï ¬â€šict, while task conï ¬â€šict is clearly distinguished from process conï ¬â€šict, addressing all the issues previously outlined. These terms will therefore be used throughout the remainder of t his paper. Having argued that taxonomic confusion has hindered conï ¬â€šict research through the misuse of existing taxonomies (Bradford et al., 2004) or where language has resulted in the use of different terms to describe the same conï ¬â€šict type (see Table I), we now move on to consider the implications or consequences of intraorganizational conï ¬â€šict and whether it is always negative or can have positive consequences (De Dreu, 1997). Consequences of conï ¬â€šict: functional or dysfunctional? Some researchers exploring attitudes towards conï ¬â€šict have considered the consequences of conï ¬â€šict for individual and team performance (Jehn, 1995) and have found that interpersonal conï ¬â€šict can have either functional (positive) or dysfunctional (negative) outcomes for team and individual performance (e.g. Amason, 1996). Moreover, the consequences of conï ¬â€šict can be perceived and felt in different ways by different actors experiencing the conï ¬â€šict episode (Jehn and Chatman, 2000). Thus, conï ¬â€šict is situationally and perceptually relative. Conï ¬â€šict type Affective Table II. A proposed taxonomy of conï ¬â€šict Deï ¬ nition Conï ¬â€šicts concerned with what people think and feel about their relationships with other individuals or groups Cognitive Conï ¬â€šicts concerned with what people know and understand about their task Process Conï ¬â€šicts arising from the situational context, the organization structure, strategy or culture The traditional view of conï ¬â€šict takes the view that conï ¬â€šict exists in opposition to co-operation and that conï ¬â€šict is wholly dysfunctional, putting the focus on resolution rather than management (e.g. Pondy, 1966). This perspective can be traced forward to more recent work. Where conï ¬â€šict is deï ¬ ned as the process which begins when one person or group feels negatively affected by another (Thomas, 1992), there is an implication of obstruction to either party achieving their goals, which is readily interpreted negatively. This can result in conï ¬â€šict avoidance or suppression of conï ¬â€šict management behavior, leading to perceived negative consequences on team or individual performance (De Dreu, 1997). Negatively-perceived conï ¬â€šict episodes can increase tension and antagonism between individuals and lead to a lack of focus on the required task (Saavedra et al., 1993; Wall and Nolan, 1986) while avoidance and suppression can also have long term nega tive consequences such as stiï ¬â€šing creativity, promoting groupthink and causing an escalation in any existing conï ¬â€šict (De Dreu, 1997). Not surprisingly, where interdependence is negative (where one party wins at the expense of the other although they have some dependency in their relationship) any conï ¬â€šict will be viewed negatively (Janssen et al., 1999). The perception of conï ¬â€šict will also be negative where the conï ¬â€šict is personal, resulting in personality clashes, increased stress and frustration. This type of relationship conï ¬â€šict can impede the decision-making process as individuals focus on the personal aspects rather than the task related issues (Jehn, 1995). In contrast to the somewhat negative perception of intraorganizational conï ¬â€šict outlined above, more recent conï ¬â€šict management theory has begun to suggest that certain types of conï ¬â€šict can have a positive effect upon relationships and that the best route to this outcome is through acceptance of, and effective management of, inevitable conï ¬â€šict, rather than through conï ¬â€šict avoidance or suppression (De Dreu, 1997). When individuals are in conï ¬â€šict they have to address major issues, be more creative, and see different aspects of a problem. These challenges can mitigate groupthink and stimulate creativity (De Dreu, 1997). Naturally, where there is high positive interdependence (an agreeable outcome for both parties), the conï ¬â€šict episode will be viewed much more positively (Janssen et al., 1999). Moreover, Jehn (1995) has suggested that task- and issue-based cognitive con ï ¬â€šict can have a positive effect on team performance. Groups who experience cognitive conï ¬â€šict have a greater understanding of the assignments at hand and are able to make better decisions in dealing with issues as they arise (Simons and Peterson, 2000). For example, research has shown that, when individuals are exposed to a â€Å"devil’s advocate†, they are able to make better judgments than those not so exposed (Schwenk, 1990). Schulz-Hardt et al. (2002) suggested that groups make better decisions where they started in disagreement rather than agreement. In these examples, conï ¬â€šict has a functional (useful and positive) outcome. We have argued that the notion of functional conï ¬â€šict has shifted the ï ¬ eld of conï ¬â€šict research away from conï ¬â€šict resolution and towards consideration of the management behaviors which can be adopted in dealing with conï ¬â€šict in order to gain the best possible outcome (De Dreu, 1997; Euwema et al., 2003 ). Next, we examine research into conï ¬â€šict management behaviors and explore some of the managerial tools that have been developed to help managers to deal with intraorganizational, interpersonal conï ¬â€šict. Conï ¬â€šict management behaviors Conï ¬â€šict management can be deï ¬ ned as the actions in which a person typically engages, in response to perceived interpersonal conï ¬â€šict, in order to achieve a desired goal A re-evaluation of conï ¬â€šict theory 191 IJCMA 21,2 192 (Thomas, 1976). Demonstrably, conï ¬â€šict management pays off: previous research has indicated that it is the way in which conï ¬â€šict episodes are addressed which determines the outcome (Amason, 1996). However, there is disagreement between researchers as to the degree to which managers can and do adopt different conï ¬â€šict management behaviors. Previous research has considered three different approaches: the â€Å"one best way† perspective (Sternberg and Soriano, 1984); the contingency or situational perspective (Thomas, 1992; Munduate et al., 1999; Nicotera, 1993); and the complexity or conglomerated perspective (Van de Vliert et al., 1999; Euwema et al., 2003). Arguably the simplest perspective on conï ¬â€šict management behavior is the â€Å"one best way† perspective (Sternberg and Soriano, 1984), which agues that one conï ¬â€šict management style or behavior (collaboration) is more effective than any other. However, it argues that individuals have a parti cular preferred behavioral predisposition to the way in which they handle conï ¬â€šict. Thus, from the â€Å"one best way† perspective, the conï ¬â€šict-avoiding manager may have a behavioral predisposition to avoidance strategies, whereas the accommodating manager may prefer accommodating solutions. In this paradigm, the most constructive solution is considered to be collaboration, since collaboration is always positively interdependent – it has a joint best outcome, generally described as â€Å"win/win† (Van de Vliert et al., 1997). The â€Å"one best way† approach suggests that a more aggressive, competitive, negatively interdependent approach (in fact, any conï ¬â€šict management approach other than collaborative) can result in suboptimal outcomes (Janssen et al., 1999). However, the â€Å"one best way† perspective raises more questions than it answers. It does not explain how managers are able to collaborate if they have a different behavioral predisposition, nor does it provide evidence that collaboration always produces the best outcome (Thomas, 1992). A more general problem with the â€Å"one best way† approach is that it may not be very useful: if managers truly have little or no control over their approach to conï ¬â€šict management, the practical applications are limited. The â€Å"one best way† perspective does not consider the passage of time, that behaviors could be changed or modiï ¬ ed during any interaction, nor the effect any previous encounters may have on the current experience (Van de Vliert et al., 1997). Moving beyond the â€Å"one best way† perspective, in which only collaborative behaviors are considered to provide the most desirable outcome, the contingency perspective maintains that the optimal conï ¬â€šict management behavior depends on the speciï ¬ c conï ¬â€šict situation, and that what is appropriate in one situation may not be appropriate in another (Thomas, 1992). In this paradigm, the best approach is dependent upon the particular set of circumstances. The implications, which are very different to the â€Å"one best way† perspective, are that individuals can and should select the conï ¬â€šict management behavior that is most likely to produce the desired outcome. Thus, conï ¬â€šict management behaviors are regarded as a matter of preference (rather than innate, as in the â€Å"one best way† view), and the outcome is dependent on the selection of the most appropriate mode of conï ¬â€šict management behavior. Until recently, conï ¬â€šict research has been heavily inï ¬â€šuenced by the â€Å"one best way† and contingency perspectives, focusing on the effectiveness of a single mode of conï ¬â€šict management behavior (primarily collaboration) during a single conï ¬â€šict episode (Sternberg and Soriano, 1984). Thus the â€Å"one best way† and contingency perspectives do not necessarily o ffer a real-world view in which managers both can and do change their behaviors: adapting to the situation; perhaps trying different approaches to break a deadlock or to improve their bargaining position; taking into account changing circumstances in the microenvironment; and the subsequent inï ¬â€šuence upon the actions of individuals involved in any conï ¬â€šict episode (Olekalns et al., 1996). A fresh approach is provided by the complexity perspective, which characterizes conï ¬â€šicts as being dynamic and multi-dimensional. In such circumstances, the best behavioral style in dealing with any one conï ¬â€šict episode may vary during, or between, conï ¬â€šict episodes (Medina et al., 2004; Nicotera, 1993). For conï ¬â€šict in a complex world, neither the â€Å"one best way† nor the contingency perspective would necessarily produce optimal results. If conï ¬â€šict does not occur discretely and individually (Pondy, 1992a), existing approaches may not describe the world as managers actually experience it. Arguably, these approaches have artiï ¬ cially limited conï ¬â€šict research to a ï ¬â€šat, two-dimensional model. To address the shortcomings of traditional research and to incorporate the complexity perspective into conï ¬â€šict management theory, we need to move beyond two dimensions (Van de Vliert et al., 1997). Beyond two dimensions of conï ¬â€šict management theory Recent work by Van de Vliert et al. (1997) and Medina et al. (2004) has expanded current theory through consideration of the complexity perspective. The complexity perspective argues that any reaction to a conï ¬â€šict episode consists of multiple behavioral components rather than one single conï ¬â€šict management behavior. In the complexity perspective, using a mixture of accommodating, avoiding, competing, compromising and collaborating behaviors throughout the conï ¬â€šict episode is considered to be the rule rather than the exception (Van de Vliert et al., 1997). To date, studies taking a complexity approach to conï ¬â€šict management have adopted one of three different complexity perspectives. The ï ¬ rst examines simultaneous complexity and how different combinations of behaviors affect the outcome of the conï ¬â€šict (Munduate et al., 1999). The second complexity approach focuses on the point of behavioral change and the outcome, examining either the behavioral phases through which the participants of a conï ¬â€šict episode pass, or apply temporal complexity to look at the point at which behavioral style changes and the effect on the conï ¬â€šict episode (Olekalns et al., 1996). The third approach is the sequential complexity or conglomerated perspective, which is concerned with the different modes of conï ¬â€šict management behavior, how they are combined, and at what point they change during the interaction. The application of the complexity perspective to conï ¬â€šict management research has revealed that managers use more than the ï ¬ ve behaviors suggested by the â€Å"one best way† perspective to manage conï ¬â€šict. In their study of conglomerated conï ¬â€šict management behavior, Euwema et al. (2003) argued that the traditional approach under-represents the individual’s assertive modes of behavior and have as a result added â€Å"confronting† and â€Å"process controlling†, making seven possible behaviors: (1) competing; (2) collaborating; (3) avoiding; (4) compromising; (5) accommodating; A re-evaluation of conï ¬â€šict theory 193 IJCMA 21,2 194 (6) confronting; and (7) process controlling. Weingart et al. (1990) identiï ¬ ed two types of sequential pattern: Reciprocity, responding to the other party with the same behavior; and Complementarity, responding with an opposing behavior. Applying a complexity perspective, the effectiveness of complementarity or reciprocity behaviors will be contingent upon the situation, the micro-environment, the number of conï ¬â€šict episodes, and the types of conï ¬â€šict present. The sequential pattern may in itself be complex, being dependent both upon the current situation and on varying behaviors throughout the interaction. A further, often unrecognized implication of complexity in conï ¬â€šict is that each conï ¬â€šict episode could be unique, being composed of different proportions of each of the affective, cognitive and process conï ¬â€šict types (Jehn and Chatman, 2000). The implication for conï ¬â€šict management strategy and the choice of the most appropriate behavior is immense. Therefore, a new perspective is needed, in which conï ¬â€šict and the response to conï ¬â€šict is viewed as dynamic and changing over time, with each conï ¬â€šict episode having a unique composition requiring a speciï ¬ c but ï ¬â€šexible approach in order to obtain the best possible outcome. We propose that this might result in a manager changing behavior during a conï ¬â€šict episode, or indeed a manager adopting different behaviors for a number of conï ¬â€šict episodes occurring simultaneously. In the next section, we take all these complex factors into account and propose a single, dynamic and comprehensive model of conï ¬â€šict management behavior. Multiple, simultaneous conï ¬â€šict episodes We have shown that the ï ¬ eld of conï ¬â€šict has become entangled in multiple terms and that research into conï ¬â€šict management is struggling to reconcile two-dimensional models with the more complex situation encountered in the real world. A model is needed which considers the complexity of conï ¬â€šict episodes and separates conï ¬â€šict antecedents from conï ¬â€šict types, recognizing that conï ¬â€šict can relate to emotions and situations which have common antecedents. We propose that the way forward is to expand the conglomerated perspective into a sequential contingency perspective, in which the sequence of conï ¬â€šict management behaviors adopted is dependent upon a number of inï ¬â€šuencing factors in the micro-environment, the number of conï ¬â€šict episodes being dealt with, their composition, and changes in the behaviors of the actors involved. A sequential contingency perspective The sequential contingency perspective for intraorganizational, interpersonal conï ¬â€šict proposes the adoption of an alternative paradigm which is that conï ¬â€šict is ever-present and ever-changing in terms of its nature or composition; and that it is the way in which these continuous conï ¬â€šicts is managed which determines the outcome of any conï ¬â€šict episode and the nature of any subsequent conï ¬â€šicts. Figure 1 provides a visualization of Pondy’s (1992b) postmodern paradigm of conï ¬â€šict and provides a foundation for the investigation of complex, multiple, simultaneous, intraorganizational conï ¬â€šicts. This conceptual visualization of conï ¬â€šict within the organization provides a three-dimensional representation of conï ¬â€šict from the paradigm that conï ¬â€šict is an inherent feature of organizational life. It shows how, at any one given point in time, A re-evaluation of conï ¬â€šict theory 195 Figure 1. A conceptual visualization of multiple, simultaneous conï ¬â€šict there can be a number of conï ¬â€šict episodes experienced (y axis), each with different intensities (z axis) and duration (x axis). In addition, we have argued that each conï ¬â€šict episode will have a unique composition, being made up of different proportions of cognitive, affective and process elements. The implications for conï ¬â€šict management theory are twofold: ï ¬ rst, the behavioral strategies adopted in the management of these conï ¬â€šicts will be highly complex and will be determined by a number of inï ¬â€šuencing factors; and second, this moves theory beyond the two dimensional duel concern perspective, in that the adaptable manager dealing with these multiple, simultaneous conï ¬â€šicts will also need to consider the possible implications of their chosen strategy along with the changing micro environment in which they operate. Using this three-dimensional conceptual visualization of conï ¬â€šict within the organization we propose a sequential contingency model for managing interpersonal conï ¬â€šict within the organization (Figure 2). The basic elements of the framework in Figure 2 consider all the dimensions of conï ¬â€šict and its management as previously discussed: . the conï ¬â€šict episode characteristics, the type and composition of any conï ¬â€šict episode encountered (Amason, 1996; Jehn, 1995; Jehn, 1997; Pinkley and Northcraft, 1994); . the characteristics of the relationship(s) (Jehn, 1995); . the characteristics of the individuals involved; . the conï ¬â€šict management behaviors; and . the outcome of previous conï ¬â€šict episodes (Van de Vliert et al., 1997). IJCMA 21,2 196 Figure 2. A sequential contingency model for managing intra-organizational, interpersonal conï ¬â€šict The basic postulate of the model is that conï ¬â€šict is a constant and inherent condition of the organization (that is, that conï ¬â€šict episodes do not occur as isolated, anomalous incidents). Additionally, the effectiveness of the conï ¬â€šict management behaviors in terms of its functionality or dysfunctionality is contingent upon, and moderated by, the nature of the conï ¬â€šict, the characteristics of the individuals and relationships involved, and experience of previous conï ¬â€šict. Thus, this model provides a framework for dealing with multiple, simultaneous conï ¬â€šict episodes moving beyond the tradition two-dimensional approach. Future research To date there has been little empirical research into the degree to which individuals are able to adapt their behavior during an interaction, or on the value of the complexity perspective in dealing with complex intraorganizational conï ¬â€šict. The future research agenda needs to explore conï ¬â€šict through Pondy’s (1992b) alternative paradigm and expand on these theoretical ï ¬ ndings by investigating intraorganizational, interpersonal conï ¬â€šict in a number of ways. We therefore set out a research agenda framed in terms of four research propositions. First, taking the sequential contingency perspective and adopting Pondy’s (1989) alternative paradigm for conï ¬â€šict within the organization, research is needed to establish the occurrence of conï ¬â€šict. Pondy (1992b) argues that, rather than a sequence of discrete isolated incidents, conï ¬â€šict is an inherent condition of social interaction within the organization and that conï ¬â€šict episodes occur simultaneously not sequentially. This would imply that: P1a. Conï ¬â€šict is a constant condition of interorganizational, interpersonal relationships. A re-evaluation of conï ¬â€šict theory P1b. Multiple conï ¬â€šict episodes occur simultaneously. P1c. Conï ¬â€šict episodes are complex, having differing compositions of affective, cognitive and process elements which change over time. The complexity perspective recognizes that different conï ¬â€šict situations call for different management behaviors (Van de Vliert et al., 1997). This implies that managers can call upon a much wider range of approaches to conï ¬â€šict management than previously thought. Moreover there is a further implication, which is that managers are able to adapt their behavior during conï ¬â€šict episodes. Thus: P2a. Managers use different behaviors to manage multiple conï ¬â€šicts at any one time. P2b. Managers change their behavior over time during the same conï ¬â€šict episode. A substantial branch of recent conï ¬â€šict management research has focused on the outcomes of conï ¬â€šict and has suggested that not all conï ¬â€šict is negative (De Dreu, 1997; Simons and Peterson, 2000; Schultz-Hardt et al., 2002; Schwenk, 1990). Given this, we need a greater understanding of the effect that the behavior adopted has on the conï ¬â€šict experienced, whether it mitigated or agitated the situation, and the consequences for any subsequent conï ¬â€šict (Amason, 1996). Thus: P3a. The behaviors that managers use affect the outcome of the conï ¬â€šict. P3b. The behaviors that managers use affect subsequent conï ¬â€šicts. Finally, re-visiting Pondy’s (1989) alternative paradigm and incorporating the additional perspectives that come from consideration of conï ¬â€šict outcomes and the application of the complexity perspective, we argue that more research is needed into the relationship between the behaviors that managers adopt and whether these behaviors represent the conscious adaptation of an optimal approach to conï ¬â€šict management. Thus: P4. Conï ¬â€šict management involves adapting a set of behaviors through which a degree of co-operation is maintained, as opposed to the use of behavior(s) which resolve(s) discrete isolated incidents of conï ¬â€šict. Our purpose in setting out a new model and research agenda for conï ¬â€šict management research, together with a set of detailed research propositions, is to move the ï ¬ eld beyond the consideration of conï ¬â€šict episodes as discrete, isolated incidents and to encourage the investigation of different behaviors in different circumstances and their effectiveness. Future research needs to consider the complexity of conï ¬â€šict and adopt a research paradigm which considers the behavioral strategies within long term complex interpersonal relationships. Conclusion This paper has offered four contributions to the ï ¬ eld of conï ¬â€šict and conï ¬â€šict management. The ï ¬ rst is the clariï ¬ cation of conï ¬â€šict typologies set out in Table II. The 197 IJCMA 21,2 198 second contribution is the notion that business managers handle multiple and simultaneous conï ¬â€šict episodes that require different approaches to resolving them, so that the existing models proposed for conï ¬â€šict management are unlikely to chime with their actual experience. The third contribution is to map this in the form of a new theoretical model for conï ¬â€šict management (Figure 2). The fourth contribution is to use this theoretical model to set out a set of research propositions to shape research that will shed light on the real conï ¬â€šicts that managers have to face. Just 40 years on, and intraorganizational conï ¬â€šict theory itself appears to be in conï ¬â€šict. In order to resolve the apparent differences in research approach and perspective researchers need to establish some common ground upon which new theory can be empirically tested, allowing conï ¬â€šict management theory to move beyond two dimensions and to explore complexity whilst adding clarity. N ote 1. First presented at the Academy of Management Meeting, August 14, 1986. References Amason, A. and Sapienza, H. (1997), â€Å"The effects of top management team size and interaction norms on cognitive and affective conï ¬â€šict†, Journal of Management, Vol. 23 No. 4, pp. 495-516. Amason, A.C. (1996), â€Å"Distinguishing the effects of functional and dysfunctional conï ¬â€šict on strategic decision making: resolving a paradox for top management teams†, Academy of Management Journal, Vol. 39 No. 1, pp. 123-48. Bodtker, A.M. and Jameson, J.K. (2001), â€Å"Emotion in conï ¬â€šict formation and its transformation: application to organizational conï ¬â€šict management†, International Journal of Conï ¬â€šict Management, Vol. 12 No. 3, pp. 259-75. Bradford, K.D., Stringfellow, A. and Weitz, B.A. (2004), â€Å"Managing conï ¬â€šict to improve the effectiveness of retail networks†, Journal of Retailing, Vol. 80 No. 3, pp. 181-95. Cheng, C. (1995), â€Å"Multi-level gender conï ¬â€šict analysis and organizational change†, Journal of Organizational Change Management, Vol. 8 No. 6, pp. 26-39. De Dreu, C.K.W. (1997), â€Å"Productive conï ¬â€šict: the importance of conï ¬â€šict management and conï ¬â€šict issue†, in De Dreu, C.K.M. and Van de Vliert, E. (Eds), Using Conï ¬â€šict in Organizations, Sage Publications, Thousand Oaks, CA, pp. 9-22. Euwema, M.C., Van de Vliert, E. and Bakker, A.B. (2003), â€Å"Substantive and relational effectiveness of organizational conï ¬â€šict behavior†, International Journal of Conï ¬â€šict Management, Vol. 14 No. 2, pp. 119-39. Ford, N.M., Walker, O.C. Jr and Churchill, G.A. (1975), â€Å"Expectation speciï ¬ c measures of the intersender conï ¬â€šict and role ambiguity experienced by salesmen†, Journal of Business Research, Vol. 3 No. 2, pp. 95-112. Jameson, J.K. (1999), â€Å"Toward a comprehensive model for the assessment and management of intraorganizational conï ¬â€šict: developing the framework†, International Journal of Conï ¬â€šict Management, Vol. 10 No. 3, pp. 268-94. Janssen, O., Van de Vliert, E. and Veenstra, C. (1999), â€Å"How task and person conï ¬â€šict shape the role of positive interdependence in management teams†, Journal of Management, Vol. 25 No. 2, pp. 117-42. Jehn, K.A. (1995), â€Å"A multi-method examination of the beneï ¬ ts and detriments of intragroup conï ¬â€šict†, Administrative Science Quarterly, Vol. 40 No. 2, pp. 256-82. Jehn, K.A. (1997), â€Å"A qualitative analysis of conï ¬â€šict types and dimensions in organizational groups†, Administrative Science Quarterly, Vol. 42 No. 3, pp. 530-57. Jehn, K.A. and Chatman, J.A. (2000), â€Å"The inï ¬â€šuence of proportional and perceptual conï ¬â€šict composition on team performance†, International Journal of Conï ¬â€šict Management, Vol. 11 No. 1, pp. 56-73. Lewicki, R., Saunders, D., Barry, B. and Minton, J. (2003), Essentials of Negotiation, 3rd ed., McGraw Hill, Singapore. Medina, J.M., Dorado, M.A., de Cisneros, I.F.J., Arevalo, A. and Munduate, L. (2004), â€Å"Behavioral sequences in the effectiveness of conï ¬â€šict management†, Psychology in Spain, Vol. 8 No. 1, pp. 38-47. Munduate, L., Ganaza, J., Peiro, J.M. and Euwema, M. (1999), â€Å"Patterns of styles in conï ¬â€šict management and effectiveness†, International Journal of Conï ¬â€šict Management, Vol. 10 No. 1, pp. 5-24. Nicotera, A.M. (1993), â€Å"Beyond two dimensions: a grounded theory model of conï ¬â€šict-handling behavior†, Management Communication Quarterly, Vol. 6 No. 3, pp. 282-306. Olekalns, M., Smith, P.L. and Walsh, T. (1996), â€Å"The process of negotiating: strategy and timing as predictors of outcomes†, Organizational Behavior and Human Decision Processes, Vol. 68 No. 1, pp. 68-77. Pinkley, R.L. and Northcraft, G.B. (1994), â€Å"Conï ¬â€šict frames of reference: implications for dispute processes and outcomes†, Academy of Management Journal, Vol. 37 No. 1, pp. 193-205. Pondy, L.R. (1966), â€Å"A systems theory of organizational conï ¬â€šict†, Academy of Management Journal, Vol. 9 No. 3, pp. 246-56. Pondy, L.R. (1967), â€Å"Organizational conï ¬â€šict: concepts and models†, Administrative Science Quarterly, Vol. 12 No. 2, pp. 296-320. Pondy, L.R. (1989), â€Å"Reï ¬â€šections on organizational conï ¬â€šict†, Journal of Organizational Change Management, Vol. 2 No. 2, pp. 94-8. Pondy, L.R. (1992a), â€Å"Historical perspectives and contemporary updates†, Journal of Organizational Behavior, Vol. 13 No. 3, pp. 253-5. Pondy, L.R. (1992b), â€Å"Reï ¬â€šections on organizational conï ¬â€šict†, Journal of Organizational Behavior, Vol. 13 No. 3, pp. 257-61. Priem, R.L. and Price, K.H. (1991), â€Å"Process and outcome expectations for the dialectical inquiry, devil’s advocacy, and consensus techniques of strategic decision making†, Group & Organization Studies, Vol. 16 No. 2, pp. 206-25. Putnem, L. and Poole, M.S. (1987), â€Å"Conï ¬â€šict and negotiation†, in Jablin, F.M., Putnam, L.L., Roberts, K.H. and Porter, L.W. (Eds), Handbook of Organizational Communication, Sage, Newbury Park, CA, pp. 549-99. Reid, D.A., Pullins, E.B., Plank, R.E. and Buehrer, R.E. (2004), â€Å"Measuring buyers’ perceptions of conï ¬â€šict in business-to-business sales interactions†, The Journal of Business & Industrial Marketing, Vol. 19 No. 4, pp. 236-49. Saavedra, R., Earley, P.C. and Van Dyne, L. (1993), â€Å"Complex interdependence in task-performing groups†, Journal of Applied Psychology, Vol. 78 No. 1, pp. 61-73. Sessa, V. (1996), â€Å"Using perspective taking to manage conï ¬â€šict and affect in teams†, The Journal of Applied Behavioral Science, Vol. 32 No. 1, pp. 101-15. A re-evaluation of conï ¬â€šict theory 199 IJCMA 21,2 200 Schwenk, C.R. (1990), â€Å"Effects of devil’s advocacy and dialectical inquiry on decision making: a meta-analysis†, Organizational Behavior and Human Decision Processes, Vol. 47 No. 1, pp. 161-77. Sheppard, B.H. (1992), â€Å"Conï ¬â€šict research as Schizophrenia: the many faces of organizational conï ¬â€šict†, Journal of Organizational Behavior, Vol. 13 No. 3, pp. 325-34. Schulz-Hardt, S., Jochims, M. and Frey, D. (2002), â€Å"Productive conï ¬â€šict in group decision making: genuine and contrived dissent as strategies to counteract biased information seeking†, Organizational Behavior and Human Decision Processes, Vol. 88 No. 2, pp. 563-86. Simons, T.L. and Peterson, R.S. (2000), â€Å"Task conï ¬â€šict and relationship conï ¬â€šict in top management teams: the pivotal role of intragroup trust†, Journal of Applied Psychology, Vol. 85 No. 1, pp. 102-11. Sternberg, R.J. and Soriano, L.J. (1984), â€Å"Styles of conï ¬â€šict resolution†, Journal of Personality and Social Psychology, Vol. 47 No. 1, pp. 115-21. Tellefsen, T. and Eyuboglu, N. (2002), â€Å"The impact of a salesperson’s in-house conï ¬â€šicts and inï ¬â€šuence attempts on buyer commitment†, Journal of Personal Selling & Sales Management, Vol. 22 No. 3, pp. 157-72. Thomas, K.W. (1992), â€Å"Conï ¬â€šict and conï ¬â€šict management: reï ¬â€šections and update†, Journal of Organizational Behavior, Vol. 13 No. 3, pp. 265-74. Thomas, K.W. (1976), â€Å"Conï ¬â€šict and conï ¬â€šict management†, in Dunnette, M.D. (Ed.), Handbook of Industrial and Organizational Psychology, Rand McNally, Chicago, IL, pp. 889-935. Van de Vliert, E., Nauta, A., Euwema, M.C. and Janssen, O. (1997), â€Å"The effectiveness of mixing problem solving and forcing†, Using Conï ¬â€šict in Organizations, Sage Publications, Thousand Oaks, CA, pp. 38-52. Van de Vliert, E., Nauta, A., Giebels, E. and Janssen, O. (1999), â€Å"Constructive conï ¬â€šict at work†, Journal of Organizational Behavior, Vol. 20 No. 4, pp. 475-91. Walker, O.C., Churchill, G.A. Jr and Ford, N.M. (1975), â€Å"Organizational determinants of the industrial salesman’s role conï ¬â€šict and ambiguity†, Journal of Marketing, Vol. 39 No. 1, pp. 32-9. Wall, V.D. Jr and Nolan, L.L. (1986), â€Å"Perceptions of inequity, satisfaction, and conï ¬â€šict in task-oriented groups†, Human Relations, Vol. 39 No. 11, pp. 1033-52. Weingart, L.R., Thompson, L.L., Bazerman, H.H. and Caroll, J.S. (1990), â€Å"Tactical behavior and negotiation outcomes†, International Journal of Conï ¬â€šict Management, Vol. 1 No. 1, pp. 7-31. Further reading Amason, A.C., Hochwarter, W.A., Thompson, K.R. and Harrison, A.W. (1995), â€Å"Conï ¬â€šict: an important dimension in successful management teams†, Organizational Dynamics, Vol. 24 No. 2, pp. 20-35. Blake, R.R. and Mouton, J.S. (1964), The Managerial Grid, Gulf Publishing Co., Houston, TX. De Dreu, C. and Weingart, L.R. (2003), â€Å"Task versus relationship conï ¬â€šict, team performance, and team member satisfaction: a meta-analysis†, Journal of Applied Psychology, Vol. 88 No. 4, pp. 741-9. Deutsch, M. (1973), The Resolution of Conï ¬â€šict, Yale University Press, New Haven, CT. Friedman, R., Tidd, S., Currall, S. and Tsai, J. (2000), â€Å"What goes around comes around: the impact of personal conï ¬â€šict style on work conï ¬â€šict and stress†, International Journal of Conï ¬â€šict Management, Vol. 11 No. 1, pp. 32-55. Guerra, M.J., Martinez, I., Munduate, L. and Medina, F.J. (2005), â€Å"A contingency perspective on the study of the consequences of conï ¬â€šict types: the role of organizational culture†, European Journal of Work and Organizational Psychology, Vol. 14 No. 2, pp. 157-76. Lewicki, R.J. and Sheppard, B.H. (1985), â€Å"Choosing how to intervene: factors affecting the use of process and outcome control in third party dispute resolution†, Journal of Occupational Behavior, Vol. 6 No. 1, pp. 49-64. Tidd, S.T., McIntyre, H. and Friedman, R.A. (2004), â€Å"The importance of role ambiguity and trust in conï ¬â€šict perception: unpacking the task conï ¬â€šict to relationship conï ¬â€šict linkage†, International Journal of Conï ¬â€šict Management, Vol. 15 No. 4, pp. 364-84. About the authors  ´ James Speakman is Assistant Professor of International Negotiation at IESEG Business School, a member of Catholic University of Lille, where his attentions are focused on sales and negotiation. After working for 16 years in key account management sales he completed his PhD research at Cranï ¬ eld School of Management, where, using the Critical Incident Technique with an Interpretive Framework for coding to investigate intraorganizational, interpersonal conï ¬â€šict and the behavioral sequences adopted in the management of these complex interpersonal, intraorganizational conï ¬â€šict episodes. Other research interests include personal selling, past, present and future, where he conducted the US research for a multinational study on the future of personal selling and negotiation in context where his research interests include multi-cultural negotiation. James Speakman is the corresponding author and can be contacted at: I.Speakman@IESEG.FR Lynette Ryals specializes in key account management and marketing portfolio management, particularly in the area of customer proï ¬ tability. She is a Registered Representative of the London Stock Exchange and a Fellow of the Society of Investment Professionals. She is the Director of Cranï ¬ eld’s Key Account Management Best Practice Research Club, Director of the Demand Chain Management community and a member of Cranï ¬ eld School of Management’s Governing Executive. To purchase reprints of this article please e-mail: reprints@emeraldinsight.com Or visit our web site for further details: www.emeraldinsight.com/reprints A re-evaluation of conï ¬â€šict theory 201

Eyewitness Auschwitz

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Leadership - Essay Example I think I need to encourage my team to participate more in decision making and implementing ideas. I should also encourage them to be creative while coaching them on new procedures. I can achieve these goals by taking initiative, doing more critical thinking and learning the art of effective listening (Montana & Charnov, 2008). Taking initiative will involve going beyond my position and picking on skills I can develop further. Working closely with people and sharing ideas is a good start. By critically thinking out situations, I can foresee problems before they actually occur. Apart from problems, potential opportunities can also be noticed and taken advantage of for the whole team’s benefit (Zweifel, 2008). Finally, listening will enable me to point out each team member’s strong point and be able to give feedback, while am also adviced on how best to incorporate my ideas into common projects. Listening creates an open communication platform that facilitates effective flow of information. I believe becoming a good team leader is more than my personal effort. It will take the whole team to drive me there (Zaccaro,

In the Iliad, analyze the critical similarities or differences between Essay

In the Iliad, analyze the critical similarities or differences between the Trojans and the Achaians - Essay Example A central theme throughout The Iliad is the recognition by both the Trojans and the Achaians that the gods of Olympus would determine the final outcome of the conflict. This shared belief is shown throughout the story in many different ways. One manifestation of this shared belief in the intercession of deity in the lives of men in The Iliad is through the casting of lots. In essence, this is the same as drawing a name out of a hat to see who wins something. But for the Trojans and the Achaians, it is a means of knowing the will of the gods. When the Achaians needed to know who should fight against Hektor, the lot fell upon Aias. This relieved the Trojans because this was the very person they had been praying would receive the chance to fight Hektor. This shared belief in the intervention of gods in the conflict is also shown in the direct speech between the two warring armies. At the beginning of Hektor’s challenging speech to the Achaians, he expresses his belief that both s ides have found ill favor with Zeus. That is why neither side can prevail. The prayer of the Achaians is also telling in this regard. They prayed that their champion, Aias might prevail over Hektor, but only if Zeus loves Aias more than Hektor. They prayed that if Zeus loved them equally, then they wanted each to return from individual battle with equal honor and safety. This, in fact, is what happened in this particular instance. Another shared cultural feature of the Trojans and the Achaians is the emphasis on honorable actions and bravery. Bravery, bravado and physical prowess are marks of honor and distinction for both societies. In his speech to the Achaians, Nestor upbraids his countrymen for not being willing to challenge Hektor. He states clearly that he would do it himself if he were not so old. He then recounts fights that he won that brought him honor. He makes it clear that none of the assembled Achaians were worthy of such honor because they

The Nature of Communication Transmitting and Receiving Messages Assignment

The Nature of Communication Transmitting and Receiving Messages - Assignment Example My mother had specifically asked me to put the keys in the picnic basket and I had delegated the task to Sera. So we left the house for the picnic, all excited and it turned out later that none of us remembered to keep the keys, so we were all locked outside the house. This was discovered on our return from the picnic when we had to get in the house and my mother asked me for the keys and I asked Sera and found out that no one had kept the keys. What followed were some extremely caustic words from my mother, the thrashing seemed to be a never-ending one. I apologized and tried speaking but my mother was only asking questions and not willing to hear the answers, â€Å"You and your baseless arguments,† she said. I knew what I had done was a big mistake since we were all tired and we needed to get into the house. Moreover we had guests with us and this predicament would have reflected terribly on us, since we did not even have spare keys to the house. There was only one bunch of keys and that was locked inside the house. Getting a locksmith would have meant an utter waste of a lot of money.

Based System for Sales, Marketing and Customer Information Essay Example for Free

Based System for Sales, Marketing and Customer Information Essay We propose a new cloud based system that will compile all of the past sales and marketing information and current customer contacts and needs. This system will allow employees from all areas and locations access to marketing tools and sales data. The components needed to use the new cloud system are Clients which is computer hardware and software that relies on the cloud for application and other Cloud services. The other services could not run without the help of Cloud computing. The second is Services; this is a software system that is designed to support machine-to-machine communication through a network. Next is Application; this helps the Cloud in the software architecture, this often eliminates the need to install and run the application on the costumers own computer. Platform facilitates deployment of applications without the cost of complexity of buying and managing the underlying hardware and software layers. Storage is the delivery of data storage as a service. Then there is infrastructure; this is the delivery of computer infrastructure as a service. All of these components are very important to the new system of cloud we are creating to better Riordan. The data requirements can be simply updated with a downloadable software update that will come with the program to make it simpler to install. The only things that will be needed while using this software are access to the internet and an external hard drive. The hard drive will ensure that it will not take up too much memory from the internal hard drive as it has a large amount of memory. Using the software is simple and easy to learn. It can be a little hard if one does not have proper knowledge of the internet. In order to be able to download this program the proper way without any add-ons of viruses, one would have to have the knowledge of the internet and to be able to download programs. The last thing that will help when using out software, is knowing how to use an external hard drive and how to hook it into the computer. The new cloud system uses more memory then our last version making an external hard drive a little more needed. These requirements will make using the software as simple and will help any company track sales and other financial information. Riordan would be able to manage data, text, and document management as a communication simplicity tool. As in any company, data is an informational asset that brings in earnings, investing in data management. Simply spoken, it helps to raise customer relationship management (CRM), while cutting expenses. This type of database will enable increased speeds for locating the products the customers want. It will reduce, considerably, the unauthorized purchases, and improve the efficiency in the operation, helping to also reduce errors in customer purchases. Part of the restructuring, would involve a need for Riordan implement consolidating software applications for all of the branches. The security of this software and concerns are the same as any software. As long as the company sticks to the policy there should not be any problems. We have made sure that this program is safe and secure. The data will be protected as long as the computers and users are safe with Virus protectors that are installed. So far we have not seen any flaws within the program as long as it is used properly. Any ethical concerns should be addressed to our company so we can make sure they are fixed and made sure that the data is safe and secure. This system can be used with mobile devices such as smart phones and any smart tablet. We have made this possible to help companies who travel a lot and cannot always be around a computer. We added this in to help make tracking a simpler step for all companies who use our system. Because the system as a whole carries far too much data for smart phones and tablets, we have created an app that can be downloaded with a smaller call for storage. This will help to not take up too much storage on smaller devices.

A Birthday Gone Bad Essay Example for Free

A Birthday Gone Bad Essay While I was standing inside the kitchen of my home, preparing the food for my daughter’s twelfth birthday party, I heard the terrible screams of my daughter crying out for help. Without any hesitation at all, I dropped everything in my hands and ran to the back yard where all the guests of the party were at. I found my daughter sitting on the concrete floor next to our hot tub, holding her foot and sobbing in horrible pain. As soon as I sat next to her, she ripped a three prong gardening rake out of the arch in the middle of her left foot. I thought for a moment that I was going to be sick to my stomach. The gardening rake was dirty and rusted, and punctured a deep hole right in the bottom of my daughters left foot. I picked her up and rushed her into the bathroom where I began to clean the wound to the best of my abilities. She started to tell me how she managed to get a rake stuck in the middle of her foot when my husband walked in to the bathroom. He stopped her in the middle of her sentence to examined lesion and agreed with me that she needed to be taken to the hospital incase major damage was done into the inside of her foot. So I rushed her to the nearest emergency room. See more: Ethnic groups and racism essay On our way to the emergency room she was finally able to tell me what had happened to her. My daughter informed me that she was simply jumping outside of the hot tub in the attempt to jump into the pool. However, she failed to notice the gardening rake just lying about on the floor and landed right on it. When we got to the emergency room the doctor quickly informed me that my daughter was going to need tetanus shot to eliminate the risk of major infection. This information completely freaked my daughter out and made her want to leave the hospital that very minute because she was deathly afraid of needles. After some time of convincing, she agreed to hold still for the shot to be administered. After the shot was given the doctor ordered a MRI and an x-ray of my daughters’ foot to see if there was any damage done. When the results came in the doctor informed me that when she ripped the rake out of her foot, she managed to rip multiple ligaments and tendons inside of her foot. The only way to completely heal her foot was to put her in a leg cast that went all the way up to her knee and leave in on for four weeks. By the time the doctor had finished putting the cast on, she was already complaining about having to use crutches and how everyone at school was going to make fun of her. When we got home my daughter had just had it with the day. It was suppose to be a great day and it so quickly turned into an ugly day. Nobody wants to spend their birthday in the hospital. Unfortunately for my daughter, she is one of the unlucky ones who has unexpected things happen to them in the blink of an eye.

Strategies for Performance Improvement

Strategies for Performance Improvement In a simple way performance means doing something successfully mainly by using the available resources. Performance can be elusive concept. It deals with the outcomes, results, and accomplishments achieved by a person, group or Organisation. (William J. Rothwel, Carolyn K.Hohne Stephen B. King: 2007). In many cases people do define performance based on financial aspects of the business. Focusing only on financial matters does not tell us what should we do and how to do in order to be successful. Performance is the definition and progressive achievement of tangible, specific, measurable, worthwhile and personally meaningful goals. (Darryl D. Enos 2007). We get a clear point in this definition that organisation should have well defined, specific and measurable goals. This serves as the first requisite in assessing the organisations performance. Having vague and general goals without proper measurement, pose a problem in evaluating corporate performance and proposing techniques for imp roving the performance. Michael Milgate 2004 said that, by monitoring performance for each measure and taking appropriate remedial action, improve revenues, business growth, reduced expenses and compliance with sector regulations have resulted. 2.1 PERFORMANCE IMPROVEMENT There is a clear relationship between performance improvement and change management (discussed in Section 2.5 of this chapter). Many studies concluded that most organisations either fail or achieve very limited success in their efforts to improve performance. Success or failure in performance improvement efforts begins with the reasons why organisational decision makers decide to get involved in the first place. Darryl D.Enos 2007). Personally, I feel that there should be a motivation factor to stir up the process of improving performance. In addition to this Darryl Enos 2007 added that commitment and involvement of leadership is the most critical element for the performance efforts to be successful. Rephrasing Enos unless a leader is motivated by authentic interest and be committed in the process then efforts of performance improvement have little chance to work. Every organisation has problems. A good start is to admit the problem and find what is to be accomplished to solve the problem. Sometimes performance improvement starts with a targeted program for dealing with a problem that is limiting achievement of a worthwhile goal.'(Darryl Enos 2007). As a suggestion, before approaching any technique to boost performance or implementing the efforts, management should identify areas which need improvements. The problem of poor performance or constant/stagnant performance may be caused by the top management itself.( Refer Enrons Scandal 2001).Thus, the areas for performance improvement must be clearly identified and evaluated to avoid investing efforts in areas which are not critical to performance improvement. In trying to adopt efforts and strategies to achieve corporate performance, Organisations face challenges and end up failing. In one of their research Kaplan and Norton found that 9 out of 10 companies fail to implement their strategies. (Bob Paladino 2007). Paladino explains four barriers that contribute to Organisations failure to achieve expected results from their efforts and strategies put in process. There barriers are: Vision barrier (where research shows that only 5 % of companys employees fully understand their companys strategy); Management barrier (where 85 % of executive teams spend far less time discussing strategies and strategic issues than traditional operating results); Resource barrier (where most companies do not link their budgets to strategy): and the fourth barrier being People barrier (where research shows that only 25 % of managers have incentives linked to strategy). 2.2 PERFORMANCE MANAGEMENT SYSTEM (PMS1) Performance management system (PMS1) is not an end by itself, but its improvement enables an Organisation to perform better. Improving its efficiency ensures the data generated will tell where the Organisation is, how it is performing and where it is going. Effective management depends on the effective measurement of performance and results (Gobal. K. Kanji, 2002). Mohan Nair (2004) argued that Corporations sometimes measure too much of something and too little of others. Contributing to this it is even possible that Organisations unknowingly does not measure some of the business aspects. Moreover many organisations fail to link what they measure with corporate strategy. Nair added that many of these measurements are un-integrated and serve the wrong goals. Many corporations lack an overarching model for monitoring, measuring and managing the business. Balanced Scorecard offers a broad and overarching skin to the structural architecture of the business. (Nair 2004) Gobal K. Kanji (2002) explains the role of PMS1 and how an organisation may achieve business excellence by identifying areas to improve and how it can use its limited resources to reflect the improvement of the system. The design and implementation of a new PMS1 may in one way or another bring questions and tensions to employees. Kanji (2002) stated that, It is important to build a measurement system where measures are used as a management and motivational tool. I personally back this idea as will help in gaining management and employees support during designing and implementing the new system. In this regard, the PMS1 should be clear to employees explaining how each will contribute to the overall strategy. The efficient PMS1 also serves as the communication and rewarding tool. Furthermore, Kanji (2002) explains the past and present performance measurements and their implication on todays business era. Traditionally, performance measurement focuses on financial measures .. that do not match entirely with competencies skills companies require to face todays business environment. In insisting that financial measures of performance are under criticism in todays world, Paul Niven (2003) said that they lack predictive power, reinforce functional silos, may sacrifices long term thinking and are not relevant to many levels of the Organisation.. Kanji then supports the significant contribution by Kaplan Norton (1992) to overcome the shortcomings of traditional PMS1 that employs only financial measures. 2.3 THE BALANCED SCORECARD (BSC) Robert S. Kaplan and David P. Norton (2005) invented BSC in 1992 due to the fact that traditional accounting measures like Return on Investment and Earning per Share give misleading picture while in todays business environment continuous improvement and innovation is very important. The authors realised that many managers do not depend on single set of measures in isolation of the other. This implied the need of balanced presentation of both financial and non financial measure. Kaplan Norton complemented financial measures by operational measures calling it Balanced Scorecard (BSC). Kaplan and Norton define BSC as, a set of measures that gives top management a fast but comprehensive view of the business. The BSC includes financial measures that tell the results of actions already taken. And it complements the financial measures on customer satisfaction, internal processes, and Organisation innovation and improvement. These (including financial measures) are the four perspectives of BSC as mentioned by the authors. They suggested that for each of the perspective, managers should translate their visions and missions to strategic goals and objectives and these goals should be translated into specific measures. The word Balance in the Balanced Scorecard represents the balance between financial and non financial performance indicators; internal and external elements stakeholders of the Organisation; and lag lead indicators (Paul Niven 2003). Michael Milgate (2004) defines scorecard as a balanced management system in which shared vision and strategy are reference points for the management process; achieving this balance enables synergy and a practical fit with other frameworks. BSC serves as a powerful tool as it focuses on achieving breakthrough performance considering all measures without isolating non financial performance measures (Kanji 2002).Since its creation in 1992 by Drs. Norton Kaplan of Harvard Business School the Balanced Scorecard has been implemented by different business units in the Public as well as in the Private sectors-worldwide.( Michael E. Nagel- Vice President, BSC Collaborative) Henri .JF (2006) applied the BSC framework in his survey on how top management in a manufacturing company could use PMS to improve the strategic management and Organisational performance. Given its depth as a strategic management system, the BSC principle will continue to be widely adopted and further refined in user Organisation as experiences in its implementation emerge ( Michael A.Milgate 2004). This shows how widely BSC is used to improve the PMS if the Organisation chooses to adopt and implement it. Henri .JF (2006) poses a question that top managers should ask themselves; à ¢Ã¢â€š ¬Ã‹Å"How can we improve our system? .However, the author suggested that the improvement of the PMS is a continuous process that involves changing measures to reflect the new ideas and insights brought to the Organisation through creativity and other development activities. BSC can be successfully implemented in any organisation where the management is committed and devote time to formulate strategy and ready to accept changes. BSC has been implemented many organisations including services business , military units, schools, government institutions and also for profit organisations ( Wikipedia). An important point to note here is that an organisation should design its own BSC as management is knowledgeable of its responsibilities organisations operations rather than adapting another Organisations BSC. David P. Tarantino (2003) complements the work of Kaplan and Norton. He defined BSC, as a performance management tool that is used to provide an integrate perspective of an organisation.He also pointed out the four perspectives of the BSc as, external (how customers views the Organisation; Internal (Look at where the organisation must succeed and improve); Growth learning (examine how organisation grows and learns) and Financial (study financial performance of the organisation).These perspectives depend and influence one another. Tarantino (2003) said, To concentrate on only one, such as financial performance fails to recognise the contribution and balance of the other three perspectives. Of interest from the author is the explanation on how to develop the BSC. The first step he suggested is for the organisation to decide which goals are to be measured that should be included in the four perspectives. Then the organisation should figure out the measures for each of the four BSC pers pectives and determine the weight of each for ultimate evaluation of overall performance. Harvard Management-Update (2000), No need to wait for a companywide initiative-the key principles of this strategic-management system can be put to work in your unit right away.The author of the article tries to convince management to apply BSC reporting system. He is of the views that even if companies take years and spend millions to implement the scorecard across their operations the effects can be dramatic when the system takes root. He said that managers today dont have to wait for a scorecard- inspired corporate transformation before learning- and implementing some of the methods centred ideas. He explained the four lessons from BSC that can be applied right away in virtually any business unit or department. Watch a variety of metrics Connect your metrics to strategy Develop a strategic budget Get everyone involved in tracking metrics The author still insists that BSC is a method that helps managers to develop a well -rounded strategy and then get everyone in the company involved in implementing it. Mohan Nair 2004, arguing in favour of BSC, the changes in the character of business assets has exaggerated the challenges faced by business. In the past company assets would be reflected in the balance Sheet but now 85% of the assets are intangibles.Having the same arguments as previous authors about the inefficiencies of the financial measures, Nair also added that those financial measures are applied only to tangibles, when the intangibles are what fuels the future. According to an online source, www.balancescorecard.org/BSCresources the benefits of BSC are: improve organisation alignment, improve communication, more emphasis on strategy and organisational results, linked strategy and operations, and integrated strategic planning and management. 2.3.1 BSC development Kaplan and Norton explained four steps which many organisations have used to develop their balanced scorecard. The process includes: Define the measurement architecture To a beginner, it is recommended to start with a business unit applying the metrics as designed in the BSC rather than to the corporate level. Specify strategic objectives This step includes deriving strategic objectives for each of the four perspective from corporate goals. Choose strategic measures The third step is to choose related measures for the strategic goals to evaluate the performance so as to achieve the strategic objectives. Develop the implementation plan After selecting measures for each of the perspective, remains implementation process.Target values are assigned to the measures. A link is then established from various metrics from the top to bottom of the BSC. The established scorecard is then incorporated in the organisations management system.. The online source www.balancescorecard.org/BSCresources also recommended nine steps to success develop and deploy BSC framework- In a sequential order these are; Organisation assessment, strategy development, strategic objectives, strategic mapping, performance measures and targets, strategic initiatives, automation, cascading the BSC throughout the organisation and last evaluation. Overall the BSC involves the following steps: Clarify the vision Communicate to middle manager and develop business unit scorecards Eliminate Non-strategic investments and launch corporate change programs Review business unit scorecard Refine the vision Communicate the BSC to the entire company and establish individual performance objectives Update long-range plan and budget Conduct monthly and quarterly reviews Conduct annual strategy review Link everyones performance to the BSC 2.3.2 BSC criticisms The use of the balanced scorecard system may not result to what managers expect. Some professionals spoke some problems that make the BSC under criticisms. It has been noted by professionals that the BSC concept does not guide how the approach can be deployed within an organisation. It is just been viewed as an approach that attracts managers to install and implement without a real sense on how it works, and what should be expected. (Stephen Smith 2006).From his article à ¢Ã¢â€š ¬Ã‹Å"problem with a balanced scorecard, Smith pointed out some of the key issues that can cause BSC initiatives to fail. These are: Poorly defined metrics These should be relevant ,clear and easily understood Lack of efficient data collection and reporting Smith is concerned with the investments made in collecting metrics data, whether consuming too much time and energy. He then suggests the importance of prioritising key performance indicators to get most relevant information. Lack of formal review structure This is necessary to accommodate any change in metric value. Reviewing is a cross functional activity. No press improvement methodology Many organisation lack basic and standard toolkits and approaches for tracking problems. It therefore consumes a lot of time an efforts to address a problem that is caused by the performance gap. Too much internal focus Smith ranks this as one of the major criticism of BSC. He suggests that Organisation should always start with an external focus through analysing organisations markets, shareholders, competitors, employees and other stakeholders. However Smith assured that all is well with the introduction and the concept of balanced scorecard. This means that the BSC approach is a useful tool and can bring desired results if management knows how to structure it and take the above points in considerations to avoid its initiatives from failing. It has also been learnt that BSC is being criticised by academic society on its practical nature, applicability and functionality. (Wikipedia).They also noted that some of the criticisms focus on technical flaws in the method and design of the original BSC proposed by Kaplan Norton. Supporting the main problem as seen by Smith 2006 other academicians have focused on the lack of citation support. Another criticism is that the BSC does not provide a bottom line score or a unified view with clear recommendations; it is simply a list of metrics. (Wikipedia). Regardless of these criticisms the studies done so far indicated that BSC is a useful tool in strategic performance management in an Organisation. An online source www.netmba.com added to the BSC pitfalls that during implementation managers should avoid the use of generic measures, which are being adopted by successful firms. Management should not take BSC as a guarantee of success in companys operations. It should think clearly the companys strategy and implement the scorecard for improving performance in operational level that derives improved financial performance. Kaplan and Norton said, Even an excellent set of BSC measures does not guarantee a winning strategy. The BSC can only translate a company strategy into specific measurable objectives. They also advised that by combining the four perspectives, the BSC helps managers understand implicitly many interrelationships. The four perspectives relate to each other and the effect on either of the perspective will impact the other. A well designed BSC should describe your strategy through objectives and measures you have chosen. These measures should link together in a chain of cause and effect relationships (Paul Niven 2003). Thus, it is suggested that all have equal importance and neither should be taken in isolation of others. 2.4 COMPARISON BSC AND OTHER PERFORMANCE IMPROVEMENT TECHNIQUES When we talk of performance improvement in an organisation apart from BSC, Six sigma and Total Quality Management (TQM) come under discussion. Both tools when applied properly work to achieve what management really expects. These tools are contrasted with BSC in the subsequent sections. 2.4.1 Balanced Scorecard (BSC) Vs Six Sigma It has been learnt that BSC and Six Sigma work independently from each other. BSC translates corporate strategy into actions that help to achieve the strategy. Six Sigma aims to solve the problem of poor performance by closely looking at the root cause of performance problem. In this case Six Sigma tries to minimise the errors and reduce other causes of defects in business processes. However, these frameworks are complementary and if used together they offer huge potential value. (Michael E. Nagel). BSC and Six Sigma when used together can deliver great and unexpected business performance (Alastair Horn 2006) . Nagel justifies his idea by clarifying that BSC and Six Sigma are complementary because the former provides the strategic context for targeted improvement initiatives and the latter is a business improvement approach that solve a myriad of performance issues. To make the difference more clearly, Nagel stated that, unlike Six Sigma, BSC is not a solution for closing specific st rategic performance shortfalls. He then concluded that BSC describes the strategy for creating value and aligns resources to ensure the strategy is successfully executed. Six Sigma executes the strategy by using data and process improvement tools. It has been learnt that both BSC and Six Sigma strive for good performance through fixing up the performance gaps. In a clear manner a corporation may choose to implement any of the frameworks but the use of both the approaches would result to high performance according to the way each of them works. Rephrasing Horn, Six Sigma focuses on the best processes that organisation may adopt to improve its performance of products and processes on a continuous basis. while BSC focuses on performance management that translates strategy into executions. In explaining how both BSC and Six Sigma can work together, Henry Killackey (2008) speaks his idea that it is a very common practice to label organisation performance matrix in the BSC with red ( poor performance), yellow ( mixed results),and green ( excellent). If the organisation implements Six Sigma approach then the red ratings alert Six Sigma practitioners the areas which need immediate attention so that they can figure out ways of reversing the poor situation. In simple words, we may say that BSC serves as a communication tool for Six Sigma professionals. It has been learnt that BSC prompts weak and bad performing areas for Six Sigma professionals to act upon. As previously explained, the ultimate aim of both BSC and Six Sigma is to improve the performance of the organisation. In this regard the organisation can simultaneously implement both the approaches. They both rely on accurate data from customers and external stakeholders. Moreover the output indicators in Six Sigma may be used as measures in the BSC framework where by both the BSC and Six Sigma professionals will concentrate on the same goals. (Henry Killackey 2008) However Paul Grizzell (2004) in his article admitted that many authors see Six Sigma as the most effective performance management control system ever. But he cautioned readers that it is important to first consider the assumptions that were used to generate the opinions. Grizzell put forward his opinion that all performance management tools (in his case, Six Sigma, lean, BSC, Baldrige) when used as an integrated approach to maximise performance will lead to breakthrough and not just incremental improvement. 2.4.2 Balanced Scorecard (BSC) Vs. Total Quality Management (TQM) It is argued that the best approach for an organisation between BSC and TQM depends on the organisation itself. When developing a business strategy an organisation must consider multiple factors including leadership, customers ,business processes, financial goals and the structure, culture and the size of the corporation.( Schwartz Jay 2005). Jay continues that TQM and BSC share a common theme of improving communication in an organisation. He also added another shared goal of the BSC and TQM as the reduction of costs and improvement of services of an organisation. Moreover both TQM and BSC need management support to ensure that all employees support the new initiatives. However BSC and TQM differ in other aspects. The difference between TQM and BSC is in the number of people involved in the process; TQM requires full participation, compared with limited involvement for the BSC'(Schwartz Jay 2005).With my little knowledge on the BSC, I think it also requires full participation. This is very important to prevent any possible resistance. Another difference named it major difference by Schwartz is that BSC places more emphasis on finance i.e. using traditional financial objects; TQM while not diminishing the importance of financial solvency, it focuses more on the systems of the organisation, the concept of empowering people and employees involvement. I also raise my concern to Schwartzs views on where the focus is in BSC .i.e. finance!!.Looking at the four perspectives of the BSC ( financial, customer, internal process and learning growth) it is clear that BSC involves both financial and non financial aspects. BSC was established to compliment the fin ancial measures, so it does not put much emphasis on financial matters only but includes also non financial measures. The BNET business dictionary defines BSC as a system that measures and manages an organisations progress towards strategic objectives. Introduced by Kaplan Norton (1992) ,the BSC incorporates not only financial indicators but also other perspectives . To conclude this Schwartz (2005) suggests that before managers decide whether TQM or BSC which fits the organisation they must ask themselves the following questions: What is the organisation structure?, What is the corporate structure? What is the size of the organisation?. He then recommends that for a large and bureaucratic organisation BSC fits best and TQM fits best with small service related organisation. However Schwartz didnt make it clear how to define a large organisation either in terms of capital, employees ,etc. I would rather say that whether using BSC or TQM the most important aspect to consider is whether the organisation is real committed and has a leader to initiate the change including involving all the employees. I would personally recommends the use of BSC as its structure is clear and helps the organisation to put the strategy into measurable goals. 2.5 MANAGEMENT CHANGE Management change involves the process of reducing the chances for resistance done by top management personnel and executives. In many organisations the tendency of management to resist changes, especially in adopting a new system keeps on growing day by day. Thus for the organisation to manage the changes there should be a systematic process, planned properly and which involves the shareholders and other key stakeholders. In this respect a change may be defined as any addition to an existing or modification to an old system or any deletion of an aspect of an old system. Some of the reasons for making changes could be solving problems, growth motives/purposes, improving performance, accommodating technology change, etc. In any organisation for a change to be successful, management should commit itself to make the change operational within a reasonable time. In many organisations this has not been the case as it has been relative difficult to implement changes especially adding a new thing to an existing system. It may be said that the systematic approach to implement changes reduces the negative impact of changes and the possible failure. The researcher will evaluate the performance of the Local Authorities Pensions Fund ( LAPF) using the metrics as structured in the proposed Balances Scorecard (Table 1) which is relevant to the Funds operations. Some metrics may be in use while others may not. In this case LAPF may wish to fully adopt the performance metrics as shown in the proposed BSC. Thus all issues relating to change management should be considered before trying to implement BSC approach to measure and improve the overall performance. This is the essence of analysing how change process may be done, possible challenges and change failure together with suggesting how to maximise chances for successful change process. Improving the performance is a continuous process, that necessitates new measures and approaches to be adopted. This also justifies why changes cannot be avoided by an organisation if it wants to occupy large market share, beat competition and improve the overall performance.( Henry J.F, 2006). Change management means to plan, initiate, realise, control and finally stabilise change process on both corporate and personnel level. In some situation change brings problems for instance disturbing system , staff programs and other development programs that are in progress. ( Oliver Recklies 2001).The author shows much concerns on those management and staff who have negative thoughts and perception on what is change and why change.. Management always fears to be questionable for failure while employees have fears of losing their jobs. Majority of employees tend to put forward resistance to change without considering that change facilitates improvements (Oliver Recklies 2001). The effects of change may be unclear to employees and thus fear something bad may happen that affects their tasks, responsibilities and worse enough even their lives. Management should consider possible aspects that may have negative impact on the change initiative so as to achieve the desired results. The su ccess of change projects depends on the Organisations ability to make all their employees participate in the change process in one way or the other. ( Oliver Recklies 2001). Lawler (1986), viewed from Rob Paton James Mc Calman (2008),said that overall change is not impossible but it is often difficult. The difficult is that most organisations view the concept of change as a highly programmed process which takes as its starting point the problem that needs to be rectified, breaks it down to constituent parts, analyses possible alternatives, select the preferred solution and applies this relentlessly- problem recognition, diagnosis and resolution Recklies (2001) made a significant contribution on how to minimise the negative effects of change to arrive at successful change process. He therefore divided the change process into seven stages it is relative better for management to understand in which stage they should expect what kind of problems. The stages are : shock and surprise, denial and refusal, rational understanding, emotional acceptance, exercising and learning, realisation and last being integration.( diagrammatically presented in figure 2.1) Shock surprise- This involves confrontation with unexpected situations Denial refusal-No need for change, i.e. Change is not necessary Rational understanding- people realised the need for change but unwilling to change own pattern of behaviour Emotional acceptance This is the most important stage characterised by slow pace. Management should succeed in creating willingness for change for the organisation to exploit its real potentials that lie in different aspects. Exercising learning This is the learning stage that will be influenced by peoples willingness. It is a trial for a new system and process. The stage is characterised by failure and success. This leads to the increased perceiveness of people own competence. Realisation This stage highly depends on stage 5 above, as people get more information through learning and allows mind to receive new challenges and experiences, The stage is characterised by flexibility and thus perceived competency increased. Integration At this stage people have acquired new skills and patterns of thinking The introduced change becomes familiar and a routing process. Figure 2.1 .Change process ( adapted from Oliver Recklies 2001) The seven stages simplify the implementation of the new process or change. Those who are responsible to accommodate the changes into the business should understand these stages so as to apply them systematically. John P. Kotter (1996) in his book Leading change explained clearly the most common mistakes done by organisations when adopting change and also he came up with their solutions. As Recklies 2001 (above) Kotter 1996 also explained eight stages for change process. Lets now examine the change mistakes done by management ( by Kotter ) and later we will explain the change stages and contrast them with Recklies change stages. Allowing too much complacency This is one of the biggest mistake as ranked by Kotter. The over confidence attitude of an executive wishing to process change may cause change failure. Having been successful in the past drives the executive to proceed with change plan without establishing and understanding the urgency of