Aviation
Anna Laz anna.laz@eac.ac.ae eaus004@eau.ac.ae
2015
ND Aviation Operations
Unit 19 Conflict Management for Aviation
Objectives:
- To Learn definition of a conflict
- To understand what is conflict management
- To understand how conflict situations arise in the aviation
- To explore the types of conflicts
2015
ND Aviation Operations
Unit 19 Conflict Management for Aviation
CONFLICT – (no single definition) Conflict may be defined as
- a struggle or contest between people with opposing needs, ideas, beliefs, values, or goals.
- Behaviour intended to obstruct the achievement of some other persons goals
- A state of disharmony between incompatible persons, ideas or interests; a clash
MANAGEMENT –
Process of dealing with, controlling things or/and people
Planning, organizing, coordinating, controlling, staffing, directing ….
2015
ND Aviation Operations
Unit 19 Conflict Management for Aviation
CONFLICT MANAGEMENT ???????
CONFLICT - a struggle or contest between people with opposing needs, ideas, beliefs, values, or goals.
- Behaviour intended to obstruct the achievement of some other persons goals
- A state of disharmony between incompatible persons, ideas or interests; a clash
MANAGEMENT –
Process of dealing with, controlling things or/and people
Planning, organizing, coordinating, controlling, staffing, directing ….
2015
ND Aviation Operations
Unit 19: Conflict Management for Aviation
• Internal (staff) & external (stakeholders)
• Internal ( within single individual) & interpersonal (between two or more individuals) conflict
• “Air rage” & on the ground
Conflict in aviation:
- Between passengers
- Between staff
- Staff ↔passenger
- Organization ↔ staff
- Organization ↔ passenger
- Personal or group
2015
ND Aviation Operations
Unit 19: Conflict Management for Aviation
Types of conflict:
- Physical attacks
- Verbal abuse
- Minor incident
- Major incident
- Airborne
- Ground
2015
ND Aviation Operations
Unit 19: Conflict Management for Aviation
Types of conflict:
- Disagreement
- Physical attacks
- Verbal abuse
- Minor incident
- Major incident
- Airborne
- Ground
2015
ND Aviation Operations
Unit 19 Conflict Management for Aviation
Feelings associated with word conflict:
Discomfort
Frustration
Pain
Anger
Sadness
2015
ND Aviation Operations
Unit 19 Conflict Management for Aviation
Is conflict always bad?
- If the result of a conflict is positive, conflict is considered to be good and is called functional conflict - If the result of a conflict is negative, conflict is considered to be bad and is called dysfunctional conflict
2015
ND Aviation Operations
Unit 19 Conflict Management for Aviation
CONFLICT MANAGEMENT – is the process of limiting the negative aspects of conflict while increasing the positive aspects of conflict.
- Is a process of planning, organizing, controlling ….
Disharmony (individuals, group, objectives)
2015
ND Aviation Operations
Unit 19 Conflict Management for Aviation
CONFLICT
Has an impact
Is difficult to measure, so difficult to manage
2015
ND Aviation Operations
Unit 19 Conflict Management for Aviation
Activity 1
Possible conflict in aviation
CONFLICT
2015
BETWEEN
POSSIBLE CAUSE
ND Aviation Operations
ANY
QUESTIONS????
2015
ND Aviation Operations
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