UNIT-4

CONSUMER PROTECTION ACT, 1986

Introduction
Consumer Protection Act was enacted in the year 1986 to provide a better protection of
the interests of consumers and encourage the consumer movements through consumer
councils and other authorities for the settlement of consumer ' s disputes and for matters
connected therewith. The Act gives full freedom to consumers in getting legal protection and
free from fear complexities and technicalities involved with the various legal procedure in the
regular course of action like complaints and so on. Moreover, there is no court fees or stamp
duty to be affixed, no matter whatever may be the amount involved in the complaints. So the
Act facilitates the consumers to get a better, inexpensive and speedy remedy. The Act shall be
applicable to all goods and services unless otherwise, expressly provided by the Central
Government by notification. The law shall see to the benefit of the general public, that is the
consumers. The act applies in addition to the sale of all goods and services, in the private
sector and the public sector as well as Government agencies. It provides for the establishment
of Central Consumer Protection Council by the Central Government and likewise State
Consumer Protection Council by the respective State Government.
MEANING OF CONSUMER
Consumer is an individual who buys products or services for personal use and not
manufacture or resale. A consumer is someone who can make the decision whether or not
purchase an item at the store and someone who can be influenced by marketing and
advertisements.
DEFINITION OF CONSUMER:
According Consumer Protection Act, 1986, " Consumer means any person who buys
any goods for a consideration which has been paid or promised or partly paid and partly
promised, or under any system of deferred payment and includes any user of such goods other
than the person who buys such goods for consideration paid or promised or partly paid or
partly promised, or under any system of deferred payment when such use is made with the
approval of such person but does not include a person who obtains such goods for resale or for!
any commercial purpose ".
According to Oxford Dictionary, " Consumer is a person who purchases goods and
services for personal use ".
According to the Sec 2 (1) (d), " Any person, who buys any goods against consideration is a
consumer. "
CONSUMER DISPUTE:
Section 2 (1) (e), It refers to a dispute where the person against to whom a complaint has
been made, denies or disputes the allegations contained in the complaint. Thus, it is clear that
if a person against to whom complaint is made agrees to the compliant, there is on ' Consumer
dispute
Meaning of Complaint:
It means any allegation in writing made by a complainant that is unfair trade practice or
restrictive trade practice adopted by any trader.
Meaning of Deficiency:
Deficiency means any fault, imperfection, shortcoming or inadequacy in the quantity/ nature
and Mannes of Performance which is required to be maintained by or under any law for the time
being in force & has been undertake to be performed by a person in pursuance of a contract or
otherwise in relation to any service
Meaning of Service:
Service means services of any description which is made available to potential users. It
includes the provisions of facilities in connection with banking, financing, insurance, transport,
processing, supply of electrical rather energy, boarding or lodging or both, house construction,
entertainment, amusement or other purveying news or other formation
OBJECTIVES AND SCOPE OF THE ACT:
There are six consumer rights recognised by the Act in the form of its objects, and are as follows:
(a) The right to be protected against marketing of goods and services which are hazardous to
life and property. So, consumers should always sport an attitude of beware as, " Don ' t sell
me goods hazardous to my life and property ".
(b) Secondly, the right to be informed about the quality, quantity, potency, (marked or branded)
purity, standards and price of goods and services to protect against unfair trade practices.
(c) Then, the right to be assured ', whenever possible, access to an authority of goods and
services at competitive prices.
(d) “The right to be heard ' and to be assures that the consumer ' s interest will receive due
consideration from appropriate forums.
(e) The right to seek redressal against unfair trade practices or restrictive trade practice or
unscrupulous exploitation and finally;
(f) the right to consumer education.
The Central and State Consumer Protection Councils are to protect and promote the
above objects.
Actuated with above purpose a speedy, inexpensive and simple quasi – judicial machinery of
redressal agencies to settle consumer disputes have been set up at the District, State and national level.
RIGHT OF CONSUMERS:
The consumer ' s rights have been expanded to the following:
(a) Right to basic needs: Food, shelter, clothing, health care and education.
(b) Right to safety: Right to be protected against products, production processes and services
which are hazardous to health and life.
(e) Right to information: Right to get access to all the facts necessary to make an informed and
conscious choice. This right includes the right to protection against dishonest, deceitful and
misleading advertisements.
(d) Right to Choose/ Choose: Right to have access to a variety of product and services at competitive
prices and in case of an existing monopoly the right to have assurance of satisfactory quality and
service at a reasonable price which is a right against exploitation.
(e) Right to be heard: This is the right to be heard by any person, organisation, business and
government, the voice of the consumers. This right has been represented during the formulation
and execution of economic policy.
(f) Right to redress: It is for right to a fair settlement of just claims, and this includes right to receive
compensation for misrepresentation.
(g) Right to consumer education: In this right to acquire knowledge and skill to become an
enlightened consumer.
(h) Right to a healthy environment: Right to have protection under mis - representation over which
he as an individual has no control, but nevertheless falls as a victim.

CONSUMER FORUM REDRESSAL AGENCIES:

1. Dispute forum: setup by the state government in each district by notification
2. A state commission: setup by the state government
3. A national commission: set up by central government by notification
(I) CONSUMER DISTRICT REDRESSAL FORUM: (THE DISTRICT FORUM SEC 10 - 15)
1. Constitution: It is set up by the state government one at each district
2. Composition: It shall have a president and 2 members one whom must be a woman
 3. Appointment: They are appointed a state government on the recommendation of a selection
committee of 3 persons.
I. Chairman is the president of the state commission
II. 2 members - One member is the secretary in the law department of the state & Another is the
secretary of consumer affairs.
4. Qualification: The president of a district forum must be qualified district judge. Another 2
members must have the ability & integrity and have enough knowledge and experience in
economics, commerce, accountancy, law, industry and public affairs.
5. Period of office: Every member of the district forum shall hold office for a period of 5 years and
there shall be note appointment.
6. Terms of services: The salary and terms and conditions of the members may be prescribed by the
state government
7. Jurisdiction: Sec (11) its jurisdiction is based on the amount of compensation. This forum will have
jurisdiction when the amount of compensation claimed is up to Rs 20 lac.
The complaint must be given to that district forum in the district in which opposite party
(the person answering the complaint) has the business or the branch office or works for gain
8. Who shall give complaint Sec (12): A complaint may be filed with a district forum by:
a. The consumer to whom such goods are sold, or services Rendered
b. Any recognized consumer association i.e. registered under companies act 1956.
c. The central and state government
9. Powers: The order given by the district forum shat e the final shall have the power of a civil court
under the code of Civil procedure 1908. The proceedings of the district court forum are equal to
judicial proceedings under sec 193 and 228 of IPC.
10. Appeal (sec 15): Any person aggrieved by the order of district forum can go for an appeal, against
such order in the state commission with 30 days from the date of the order

(II) CONSUMER DISPUTE REDRESSAL COMMISSIÓN (THE STATE COMMISSION SEC 16 -

19)
1. Constitution: It is set up by the state government by notification
2. Composition (sec 16): It shall have a president and Members, one of whom must be a woman.
3. Appointment: The president is appointed in consultation with the chief justice of the high court
They a appointed by the state government on the recommendation of a selection committee of 3
persons (composition of the selection committee is the same as referred under district forum)
4. Qualification: The president of a state commission must be a judge of a high court, and he is
appointed by the state government. The qualification of the 2 members is same as district forum)
5. Period of office: Every member of the district forum shall hold office for a period of 5 years and
there shall be no he appointment
6. Terms of services: The salary and terms and conditions of the members may be prescribed by the
state government.
7. Jurisdiction: the jurisdiction of the state commission is limited to the extent of compensation
value of above Rs 5 lakh and up to Rs 1 crore and appeals against the orders of any district forum
and the state.
8. Powers: has powers of a civil court. It can call for the records and issue an appropriate order in
any consumer dispute pending before it and also the dispute decided by any district forum within
the state. It can issue an order to the opposite directly to do one or more thing referred under sec
14 party
9. Appeal (sec 19): Any person aggrieved by the order of state commission within 30 days from the
date of the order in the national commission.

(III) NATIONAL CONSUMER DISPUTE REDRESSAL COMMISSION (NATIONAL

COMMISSION SEC 20 -23)
1. Constitution: It is set up by the Central government by notification.
2. Composition (set 20): I shall have a president and 4 members, one of whom must be a woman.
3. Appointment: The president is appointed in consultation with the chief justice of India and other
members are appointed by the recommendation of selection committee. This selection
committee has
a). One chairman - is a judge of the supreme court (nominated by the chief Justice of India)
b). One member is the secretary in the department of law in the government of India.
c). Another member the secretary of the department of consumer affairs in the GOI
4. Qualification: The president of the national commission is the judge of the Supreme Court and he
is appointed by the central government and the other 4 members must have the ability and
integrity & have chough knowledge and experience in economics, commerce, accountancy, law,
industry and public affairs.
5. Period of office: Every member of the district forum shall hold office for a period of 5 years and
there shall be no re appointment.
6. Terms of services: The salary and terms and conditions of the service of the members of National
 commission is prescribed by the Central government
7 Place of office: The office of this commission must be in the state of Delhi.
8. Jurisdiction: Sec (21) the jurisdiction is limited to the extent of compensation value of above Rs 1
crore and appeals against the orders of any state commission.
9. Treatment of complaint: Same as district forum
10. Powers (in form of procedure sec 22): It has powers of a civil court. It can call for the records
and issue an appropriate order in any consumer dispute pending before it and also the dispute
decided by any district forum within the country. It can issue an order to the opposite party
directly to do one or more thing referred under sec 14.
11. Appeal (sec 19): Any person aggrieved by the order. et national, may appeal against such order
in the Supreme Court within 30days from the date of the order.
 UNIT-5
THE ENVIRONMENT PROTECTION ACT 1986

Introduction:
This Act relates to general measures to protect the environment, such as restriction on
industrial and other processes or activities in specified areas. It also deals with prevention
and
control over the manufacture, use release and movement of hazardous substances.
According to Chapter 1, Section 1 provides for short title extent and commencement. It
extends to the whole India. It came into force on 19 Nov 1986, The Central Government by
notification in the official Gazette appoint and different dates may be appointed for different
provisions of this Act and for different areas. The Act is an important legislation designed to
provide a framework to the Central Government and co - ordination of the activities of
various
Central and State authorities established under same of the Act like Water Act and Air Act.

DEFINITIONS
In General Environment is "a sum total of all living and non-living components surrounding
organisms. "
Whereas the definition under this Act is
Sec (A) Environment ' - " Environment includes water, air and land and the inter-relationship
which exists among and between water, air and land, and human beings other living
creatures, plants, micro - organisms and property. "

pollution is understood as an undesirable change in the physical, chemical and

logical characteristics of the natural environment brought about by man ' s activities.
The Environmental Act defines under Sec. 2 (c) as, “Environmental Pollution ".
means the presence in the environment of any environmental pollutant. "
Section 2 (b) defines " Environmental Pollutant " as, any solid, liquid or gaseous
substance present in such concentration as may be or tend to be injurious to environment.
Sec. 2 (d) provides, the definition for " Handling " which is in relation to any substance,
means the manufacture, processing treatment, package, storage, transportation, use,
collection, destruction, conversion, offering for sale, transfer or the like of such substance ";
Sec. 2 (e) " Hazardous Substance " means any substance or preparation by which the
reason of its chemical or physico - chemical properties or handling, is liable to cause harm to
human beings, other living creatures, plants, micro - organism, property or the environment.
Sec. 2 (f) " Occupier ", in relation to any factory or promises, means a person who has
control over the affairs of the factory or the premises and includes, in relation to any
substance, the person in possession of the substance;
See. 2 (g) " Prescribed” means ' prescribed by sales made under this Act '.

Powers of central government:

The central government have the power under the act to take necessary steps or measures to
protect and improve the quality of the environment and prevent and control environmental
pollution.
1. Measures to protect and improve environment:
The central government has the power in all or any of the following
 To co - ordinate the actions by the state government
 To prescribe standards for the quality of environment
 To prescribe different standards for emission
 To restrict areas in which any industries shall not be carried out
 To lay down procedure and safeguards for handling of hazardous substances.
 Examine of such manufacturing processes, materials and Substantives
 To conduct investigation and research on the environmental pollution problems.
 To inspect the factories, plants, machinery equipment’s, materials
 To establish or recognize environmental laboratories and institutions.
 To collect and distribute information on environmental pollution.

2. Appointment of officers and their powers functions:

The central government may also appoint officers and give powers and functions under this
act. Such officers shall work under the direction of the central government and the other
authorities set up under the act

3. Power to give direction:

Under the act the central government may give directions in writing to the officers and
authorities on
 Closing or regulation of any industry operations or process.
 Stopping or regulating of the supply of electricity and water.
4. Rules to regulate pollution:
The central government may make rules (through notification in the official gazette on all or
any of the matters mentioned) sec3 such rules are:
1. Fixing the standard of quality of air, water and soil.
2. Fixing maximum limit for notice and environmental pollution.
3. Farming procedure for the handling of hazardous substances.
4. Prohibiting and restricting the location of industries in different areas.
5. Preventing accidents that any cause environmental pollution.

PREVENTION, CONTROL AND ABATEMENT OF ENVIRONMENTAL POLLUTION

Chapter III of See 7 to 17 grants the various provisions to prevent, control and abate the
environmental pollution. The following are the details of the same:
Emission or discharge of environmental pollutants:
Section 7 provides that no person carrying on any industry, operation or process shall
discharge or emit or permit to be discharged or emitted any environmental pollutant in
excess
of such standards as may be prescribed.
Handling hazardous substance: Sec. 8 of the Act discuss about the persons handing
hazardous should be substances to safeguard the same.
The section 8 explain as, " No person shall handle or cause to be handled any hazardous
substance except in accordance with such procedure and after complying with such
safeguard
as may be prescribed.

Furnishing of information to authorities and agencies in certain cases:

Under sec. 9 subdivision (1) it provides as:
 Where the discharge of any environmental pollutant in excess of the prescribed standards
occurs or is apprehended to occur due to any accident or other unforeseen act or event
the person responsible for such discharge and the person in charge of the place at which
such discharge occurs or is apprehended to occur shall be bound to prevent or mitigate
the environmental pollution caused as a result of such discharge and shall also forthwith
(a) Intimate the fact of such occurrence or apprehension of such occurrence, and
(b) Be bound, if called upon to render all assistance, to such authorities or agencies as
may be prescribed.
 On receipt of information with respect to the fact or apprehension of any occurrence of
the
nature referred to in sub - section (1), whether through intimation under that sub - section
or otherwise, the authorities or agencies referred to in sub - section (1) shall, as early as
practicable, cause such remedial measures to be taken as are necessary to prevent or
mitigate the environmental pollution.
 The expenses, if any, incurred by any authority or agency with respect to the remedial
measures referred to in sub - section (2), together with interest (at such reasonable rate as
the Government may, by order fix) from the date when a demand for the expenses 15
made until it is paid, may be recovered by such authority or agency from the person
concerned as arrears of land revenue or of public demand.
 Unit 6 - Foreign exchange management act 1999

From FERA to FEMA:

The foreign exchange management act 1999 (FEMA) is an act of the Parliament of India "to
consolidate and change the law relating to foreign exchange with the objective of facilitating
external trade and payments and for promoting the orderly development and maintenance of
foreign exchange market in India".

As a part of the ongoing process as economic liberalisation relating to foreign investment and
foreign trade review of the foreign exchange regulation act, 1973 was made in the year 1993,
and several amendment were enacted. Subsequently it was felt that FERA 1973 must be
replaced.

On the recommendations of the task force reported in 1994 and keeping in view the
significance development on August 4th 1994. The FEMS bill was introduced by Finance
Minister in Lok Sabha the bill having passed by both the houses of Parliament. It came into
force on 1st of June 2000 as FEMA.

Objectives of FEMA:

The main objective of FEMA is to consolidate and amend the law relating to foreign
exchange with a view to facilitate external trade.

1. To facilitate external trade and payment

2. To promote of an orderly maintenance of foreign exchange market in India

3. To restrict current account transactions

4. To allow for foreign exchange

5. To utilise foreign exchange resources of the country effectively

6. To remove imbalance of payment

7. To make strong and developed foreign exchange market

Meaning of Authorised person:

Authorised person means an authorised dealer, money changer off-shore banking unit
or any other person for the time being authorised dealer in foreign exchange or foreign
securities.
Meaning of Currency:

Currency includes all currency notes, postal notes, postal order, money orders,
cheque, drafts, travellers' cheque, letter of credit, bills of exchange and promissory notes,
credit cards or such other similar instruments as may be notified by the Reserve Bank.

Meaning of foreign exchange:

Foreign exchange is the exchange of one currency for another or the conversion of
one currency into another currency. Foreign exchange also refers to the global market where
currencies are traded virtually around the clock.

Meaning of Foreign security:

Foreign security means any security in the form of shares, stocks and bonds,
debentures or any other instrument expressed in foreign currency and include securities
expressed in foreign currency, but where redemption or any form of return such as interest or
dividend is payable in Indian currency.

Provisions of FEMA Act, 1999:

The major provisions of FEMA Act, 1999 related to following matters-

1. Dealing in foreign exchange, etc

2. Holding of foreign exchange, etc

3. Current account transactions

4. Capital account transactions

5. Export of goods and services

6. Realisation and repatriation of foreign exchange

7. Exemption from realisation and repatriation in certain cases

8. Provisions relating to authorised persons that is authorised by RBI to deal with foreign
exchange or in foreign securities

9. Power of RBI to inspect authorised person

10. Contravention and penalties

11. Adjudication and appeal

12. Directorate of enforcement

13.Miscellaneous provisions

Capital Account Transactions:

Meaning of capital account transactions:

Capital account transaction means transactions which alter the assets or liabilities,
including contingent liabilities outside India, of person's resident in India or assets or
liabilities in India, of person's resident outside India and includes transactions.

Capital account transactions are:

1. Investment in foreign securities

2. Foreign currency loans raised in India and abroad

3. Transfer of immovable properties outside India

4. Loan and overdraft to a person resident outside India

5. Taking out insurance policy form and insurance company outside India

6. Remittance outside India of capital assets of a person resident in India

7. Sale and purchase of foreign exchange derivatives in India and abroad

8. Export, import and holding of currency/ currency notes

9. Guarantees issued by a person resident in India in favour of a person resident outside India

10 .Loans and overdraft (borrowings) by a person resident in India from a person resident
outside India

11. Maintenance of foreign currency account in India and outside India by a person resident
in India.

Current Account Transactions:

Meaning of current account transactions:

Current account transactions are the transactions other than the capital account
transactions. Current account transaction means all transactions which do not alter assets or
liability outside India of resident or assets or liabilities in India of non resident treated as
current account transactions.

Current account transactions are:

1. Payments due in connection with foreign trade

2. Payments due as interest on loans

3. Remittances for living expenses of parents, children and spouse

4. Expenses in connection with foreign travel, education and medical care of parents.
 UNIT 6

LEADERSHIP

Leadership Meaning

Leadership is a process by which an executive can direct, guide and influence the behavior and work
of others towards accomplishment of specific goals in a given situation. Leadership is the ability of a
manager to induce the subordinates to work with confidence and zeal.

Leadership is the potential to influence behaviour of others. It is also defined as the capacity to
influence a group towards the realization of a goal. Leaders are required to develop future visions,
and to motivate the organizational members to want to achieve the visions.

According to Keith Davis, “Leadership is the ability to persuade others to seek defined objectives
enthusiastically. It is the human factor which binds a group together and motivates it towards goals.”

Characteristics of Leadership

1. It is a inter-personal process in which a manager is into influencing and guiding workers

towards attainment of goals
2. It denotes a few qualities to be present in a person which includes intelligence, maturity and
personality.
3. It is a group process. It involves two or more people interacting with each other.
4. A leader is involved in shaping and moulding the behaviour of the group towards
accomplishment of organizational goals.
5. Leadership is situation bound. There is no best style of leadership. It all depends upon
tackling with the situations.

TYPES OF LEADERSHIP/ STYLES:

The different types of leadership styles are.

1. Autocratic or task Management Leadership

2. Participative or democratic leadership

3. Laissez faire or Free - rein Leadership

4. Paternalistic Leadership

1. Autocratic or Task Management Leadership

The autocratic Leader gives order which he insists shall be obeyed. He determines polices

for the group without consulting them and does not give detailed information about future plans,
but simply tells the group what steps they must take. In other words, an autocratic leader is one

who centralizes the authority in himself and does not delegate authority to his subordinates. He is
dictatorial by nature, and has no regard for the subordinates. He drives himself and his

subordinates with one thought uppermost in his mind - action must produce results. An autocratic

close the entire planning and cells upon his subordinates to execute what he has planned. An

Autocratic leader operates on the following assumptions:

(a) An average human being has inherent dislikes of work and will avoid it if he can.
(b) His assumption is that if his subordinate was intelligent enough, he would not be in that
subordinate position.
(c) He assumes that unintelligent subordinates are immature, unreliable and irresponsible persons.
Therefore, they should be constantly watched in the course of their work.
(d)As he has no regard for his subordinates, he gets the work done by his subordinates through
negative motivation i. e. through threats of penalty and punishment.
Thus under this style all decision - making power is centralized in the leader. The autocratic
leader stresses his prerogative to decide and order and subordinates obligation to do what they
told to carry out. He does not give subordinates the freedom to influence his behaviour.
Types of Autocratic Leadership
a) Strict autocratic leaders: A strict autocratic relies on negative influence and gives orders
which the subordinates must accept. He may also use his power to disperse rewards to his
group.
b) Benevolent Autocrat: The benevolent is effected in getting high productivity in many
situations and he can develop effective human relationship. His motivational style is usually
positive.
c) Manipulative Autocrat: A manipulative autocratic leader is one who makes the subordinates
feel that they are participating in decision making process even though he has already taken the
decision.
2. Participative or Democratic Leadership

A democratic leader is one who consults and invites his subordinates to participate in the
decision making process. He gives orders only after consulting the group, sees to it that polices
are worked out in group decisions and with the acceptance of group. The manager largely avoids
the use of power to get a job done. He behaves that a desired organisational behaviour can be
obtained if employees ' needs and wants are satisfied. Therefore, he not only issues orders but
interprets them and sees to it that the employees have the necessary skill and tool to carry out
their assignments. He assigns a fair work lead to his personal and recognizes the job that is well
done; there is a team approach to the attainment of organisational goals. He recognizes human
value for greater concern for his subordinates. A participative leader operates on the following
assumptions:
(a) Subordinates are capable of doing work and assuming the responsibility if they are given
opportunities and incentives.
(b) Subordinates are supervised, guided and aided rather then threatened and commanded to
work.
(c) Mistakes are not viewed seriously. The assumption is that disciplinary action breeds discontent
and frustration among employees and creates an unhealthy work environment
3. Laissez Faire or Free - rein Leadership
A free - rein leader does not lead, but leaves the group entirely to itself. The leader avoids using
power and interest the decision on making authority to his subordinates. He does not direct his
subordinates and there is complete freedom for me subordinates. Group of members work
themselves and provide their own motivation.

4. Paternalistic Leadership
Under this type of leadership, the leader assumes that his function is fatherly. His attitude is
that of treating the relationship between the leader and his groups that of family with the leader
as the head of the family. The leader works to help to work to help, guide, protect and keep his
followers happily working together as members of a family. He provides them with good
working condition, fringe benefits and employee services. It is said that employees under such
leadership well work harder out of gratitude.

Leadership style

Leadership style is the manner and approach of providing direction, implementing plans, and
motivating people. As seen by the employees, it includes the total pattern of explicit and implicit
actions performed by their leader (Newstrom, Davis, 1993).

The first major study of leadership styles was performed in 1939 by Kurt Lewin who led a group of
researchers to identify different styles of leadership (Lewin, Lippit, White, 1939). This early study has
remained quite influential as it established the three major leadership styles: (U.S. Army, 1973):

authoritarian or autocratic - the leader tells his or her employees what to do and how to do it,

without getting their advice

participative or democratic - the leader includes one or more employees in the decision making

process, but the leader normally maintains the final decision making authority

delegative or laissez-fair (free-rein) - the leader allows the employees to make the decisions,

however, the leader is still responsible for the decisions that are made

CONFLICT IN ORGANIZATIONS
Organizational Conflict or otherwise known as workplace conflict, is described as the state
of disagreement or misunderstanding, resulting from the actual or perceived dissent of needs,
beliefs, resources and relationship between the members of the organization. At the workplace,
whenever, two or more persons interact, conflict occurs when opinions with respect to any task
or decision are in contradiction.
1. Handle the conflict positively.
2. Formation of official grievance procedure for all members.
3. Concentrate on the causes rather than their effect, to assess conflicts.
4. Parties to conflicts should be given an equal voice, irrespective of their position, term or
political influence.
5. Active participation of all the parties to conflict can also help to counter it.
MEANING OF CONFLICT
Conflict may be defined as a struggle or contest between people with opposing needs, ideas,
beliefs, values or goals. Conflict on teams is inevitable; however, the results of conflict are not
predetermined. Conflict might escalate and lead to non-productive results or conflict can be
beneficially resolved and lead to quality final products.
Therefore, learning to manage conflict is integral to a high - performance team. Although very
few people go looking for conflict, more often than not , conflict results because of
miscommunication between people with regards to their needs, ideas, beliefs, goals or values.
Conflict management is the principle that all conflicts cannot necessarily be resolved but learning
how to manage conflicts can decrease the odds of non-productive escalation. Conflict
management involves acquiring skills related to conflict resolution, self - awareness about conflict
modes, conflict communication skills and establishing a structure for management of conflict in
your environment.
CHARACTERISTICS OF CONFLICT
1. Interpersonal conflict requires at least two people. (Conflict within one ' s self, or intrapersonal
conflict, generally is studied by psychologists. Communication students and scholars are
interested in communication between people.)
Conflict inherently involves some sense of struggle or incompatibility or perceived difference
among values, goals or desires.
3. Action, whether overt or covert, is key to interpersonal conflict. Until action or expression
occurs, conflict is latent, lurking below the surface.
4. Power or attempts to influence inevitably occur within conflicts. If the parties really don ' t care
about the outcome, the discussion probably doesn’t rise to the level where we call it a conflict.
When people argue without caring about what happens next or without a sense of involvement
and struggle, it probably is just a disagreement.

Important levels of conflicts in Organisation:

1. Individual Level Conflict.
2. Interpersonal Conflict.
3. Group Level Conflict, and
4. Organisation Level Conflict.

1. Individual Level Conflict:

Management should keep in mind that all individuals have conflict within themselves.
Conflict arises within an individual whenever his drives and motives are blocked or he is
confronted with competing roles and goals and he is unable to take decisions.
2. Interpersonal Conflict:
Interpersonal conflict involves conflict between two or more individuals I and is
probably the most common and most recognized conflict. All conflicts are basically
interpersonal conflicts because most of the conflicts involve conflict between a person in
one organisation or a group and another person in other organisation or a group.
3. Group Level Conflict:
A group consists of two or more persons who are in interaction with each other, have a
well - defined structure of role and status relations and have a system values and norms
of behaviour for the smooth working of the group. Groups not only affect the behaviour
of their members, rather they have impact on other groups and the organisation as a
whole. In this process of interaction, two types of conflict arises (A) Intra group and (B)
Inter group.
4. Organizational Level Conflict:
All the conflicts discussed in the preceding discussion relate to conflicts within the
organizational settings. Inter organizational level conflict occur between organisations
which are in some way or the other dependent upon each other. Conflicts at individual
level, group level or inter group level are all inherent in the organisation level conflict.
The organisation level conflict can be between the buyer and seller organisation,
between union and organisations employing the members, between government
agencies that regulate certain organisations and the organisations that are affected by
them.

EMPLOYEE STRESS
Employee Stress is negatively correlated to their work performance. In short, more the level
of stress, lower is the performance. It was conventionally perceived that reasonable levels of
stress would boost the employees and improve their work performance. But this perception no
longer holds true. Today it is believed that even a little bit of stress will inhibit employees ' work
performance
CAUSES OF EMPLOYEE STRESS
1. Excessively high workloads, with unrealistic deadlines making people feel rushed, under
pressure and overwhelmed.
2. Insufficient workloads, making people feel that their skills are being underused.
3. A lack of control over work activities.
4. A lack of interpersonal support or poor working relationships leading to a sense of isolation,
5. People being asked to do a job for which they have insufficient experience or training.
6. Difficulty settling into a new promotion, both in terms of meeting the new role ' s requirements
and adapting to possible changes in relationships with colleagues.
7. Concerns about job security, lack of career opportunities, or level of pay.
8. Bullying or harassment
9. A blame culture within the business where people are afraid to get things wrong or to admit to
making mistakes.
10. weak or the effective management which leaves employees feeling they don ' t have a sense of
direction. Or over - management, which can leave employees feeling undervalued and affect
their self - esteem.
11. Multiple reporting lines for employees, with each manager asking for their work to be
prioritised.
12. Failure to keep employees informed about significant changes to the business, causing them
uncertainty about their future.
STRESS MANAGEMENT
The people lack in capabilities and resources to tackle stressful situations. The stress in
people is due to the feeling of threaten by the situations. Stress management plays a vital role in
the success of an individual. The person must learn various skills to manage stress. These help
them to remain calm and effective in high pressure situations. The stress management helps us to
avoid the problems of long term and short-term stress. Stress leads to severe health problems.
The individual should develop stress management techniques to reduce stress and achieve their
personal and professional goals. Stress is any physical, chemical or emotional factor that causes
bodily or mental unrest. Elimination of stress is unrealistic; but people can adopt various
strategies to manage stress.
Meaning of Stress Management
Stress is a dynamic condition in which an individual is confronted with an opportunity,
constraint or demand related to what he or she desires and for which the outcome is perceived
to be both uncertain and important.
Definitions of Stress Management
Hans Selye was one of the founding fathers of stress research. According to him stress is
not necessarily something bad; it all depends on how you take it. The stress of exhilarating.
creative successful work is beneficial, while that of failure, humiliation or infection is
detrimental. He believed that the biochemical effects of stress would be experienced
irrespective of whether the situation was positive or negative
According to Richard S Lazarus, stress is a condition or feeling experienced when a person
perceives that demands exceed the personal and social resources the individual is able to
mobilize.