Interpersonal

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Interpersonal Conflict and its Management in
Information Systems Development
Presented By Dalia Suzan Passant Karim Sheri
ne Reham Fairouz Susan Fouad Noha Yasser
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Conflict
Is a phenomenon that is related to a wide range
of organizational processes and outcomes
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Symptoms of conflict

• Hostility
• Jealousy
• Poor communication
• Increase of technical rules
• Frustration and low moral

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Relationship Between Conflict and Information
Systems
Conflict is real part of IS in corporate life and
major to effective computerization
WHY????

• Business Mangers
• IS developers are not responsive to their needs
• Dont understand business needs

• IS Managers
• Users are Hostile

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What Is Interpersonal Conflict and How It Is
Assessed
Interpersonal Conflict- A phenomenon that occurs
between interdependent parties as they experience
negative emotional reactions to perceived
disagreements and interference with the
attainment of their goals.
General Themes and Properties
Interdependence
Negative Emotion
Interference
Disagreement
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The Assessment-

• It can be classified into 2 groups
• Style of conflict management.
• Level of interpersonal conflict.

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• Conflict Management Styles
• Problem Solving
• Asserting
• Avoiding
• Compromising
• Accommodating

Interpersonal Conflict
Satisfactory Conflict Resolution

• ISD Outcomes
• Process Satisfaction
• System Quality
• System Attitude
• Adherence to Budget
• Adherence to Schedule
• Adherence to Specification
• Overall Success

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Methods

• A total of 141 IS directors in some of the major
  Canadian companies were contacted and
  interviewed, as well as other 343 of the IS staff
  members and 450 users.
• Points of interest to the researchers
• Interpersonal Conflict
• Interpersonal Conflict Criterion
• Conflict Management Style
• Satisfactory Conflict Resolution
• ISD outcomes

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Results

• The correlation between interdependence and the
  other 3 dimensions were non-significant.
• The correlation between interference,
  disagreement, and negative emotions were high
  and significant.
• The correlation between interpersonal conflict
  and interference, disagreement, and negative
  emotions are significant and high.

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Results Contd

• The correlation between interpersonal conflict
  and interdependence are non-significant.
• Interpersonal conflict negatively affected ISD
  conflict. This negative impact remains even after
  controlling the conflict.
• Conflict management have some positive effects on
  ISD outcomes, but did not reduce the negative
  impact of conflict.

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Results Contd

• The positive outcomes come from the use of
  appropriate conflict management style, while
  negative outcomes result from inappropriate
  styles
• Interpersonal conflict has no direct relationship
  to ISD outcomes once the effect of conflict
  management styles is accounted for. I.e. The
  negative outcomes by far outnumber the positive
  ones.

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Recommendation

• Practitioners directed more effort to the
  assessment of the causes and the prevention of
  interpersonal conflict.

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