UNIVERSITATEA DIN PITETI

FACULTATEA DE TIINE ECONOMICE, JURIDICE I

ADMINISTRATIVE
SPECIALIZAREA : MANAGEMENTUL STRATEGIC AL RESURSELOR
UMANE
LUCRARE DE DIZERTAIE

Coordonator tiinific:
PROF.UNIV.DR. ADRIANA MANOLESCU
Abso!"nt :
A"#andr$ %. Mi&a"a
2007
'
UNIVERSITATEA DIN PITETI
FACULTATEA DE TIINE ECONOMICE, JURIDICE I
ADMINISTRATIVE
SPECIALIZAREA : MANAGEMENTUL STRATEGIC AL RESURSELOR
UMANE
LUCRARE DE DIZERTAIE
EFICIEN(A COMUNIC)RII* P+R,-IE PRINCIPAL)
.N MANA,EMEN/UL CONFLIC/ELOR
Coordonator tiinific:
PROF.UNIV.DR. ADRIANA MANOLESCU
Abso!"nt :
A"#andr$ %. Mi&a"a
2007
0
CUPRINS
CAPITOLUL I NOIUNI INTRODUCTIVE
1.1. Co!"#$%&'% o&(%"#)%*#o"%+,
P"ntr$ a 1$t"a fi caract"ri2at3 dr"1t organizat, co4$nicar"a or5ani2aiona3 tr"b$i" s3
1r"2int" $r43toar"" caract"ristici:s3 fi" ori"ntat3 s1r" finalitate 6sco17* adic3 s3 r"f"ct" $n 1an d"
ansa4b$ i obi"cti!"" 1" car" i " as$43 or5ani2aia
; s3 fi" multidirecional, adic3 s3 s" r"ai2"2" d" s$s 8n 9os* 1" ori2onta3* 1" !"rtica3 "tc.
; s3 fi" instrumental, adic3 s3 s" s1ri9in" 1" o !ari"tat" d" s$1ort$ri 8n f$nci" d" obi"cti!
; s3 fi" adaptat* adic3 s3 foos"asc3 sist"4"" d" infor4ar" s1"cific" fi"c3r$i s"ctor d"
acti!itat" i s3 concord" c$ c$t$ra or5ani2aiona3 1ro4o!at3
; s3 fi" flexibil, 1"ntr$ a int"5ra co4$nicar"a infor4a3 i 1"ntr$ a cr"a str$ct$ri" car" o
fa!ori2"a23
Dr"1t $r4ar"* co4$nicar"a or5ani2aiona3 n$ "st" $n 1roc"s s1ontan i nat$ra. Ea tr"b$i"
1roi"ctat3 8n aa f" 8nc:t s3 1"r4it3:
coordonarea: 1roc"s c" ar" 8n !"d"r" atin5"r"a $n$i obi"cti! 1r"stabiit* n"c"sar 1"ntr$
r"ai2ar"a sco1$$i fina a or5ani2ai"i
;
armonizarea : acti!itat" c" ar" dr"1t sco1 d"finir"a $n$i obi"cti! co4$n
D$13 c$4 s" 1oat" obs"r!a* tr3s3t$ri" 1ro1rii comunicrii organizate 4"r5 8n 1ara" c$
c"" a" organizaiei comunicante. Ac"st $cr$ "st" foart" fir"sc 1"ntr$ c3 1roc"s$ d" co4$nicar"
tr"b$i" s3 fi" 1roi"ctat 8n aa f" 8nc:t s3 contrib$i" a 8nd"1inir"a obi"cti!"or or5ani2ai"i.
Co4$nicar"a tr"b$i" s3 fi" 5"stionat3 8n confor4itat" c$ $n 1an strat"5ic d" ansa4b$ a acti!it3ii
s1"cific" or5ani2ai"i. Dac3 ac"st 1an n$ "#ist3* co4$nicar"a s" d"sf3oar3 a"atori$< 8n ca2$ 8n
car" a1ar "f"ct" 1o2iti!" 8n $r4a d"sf3$r3rii $n$i astf" d" 1roc"s* at$nci s$nt c$ tot$ i c$ tot$
8nt:413toar". ,r""aa c"a 4ai fr"c!"nt3 car" s" fac" 8n ac"st cont"#t "st" aa n$4it$ mit
tehnicist. S" consid"r3 c3 s$1ort$ri" co4$nicaiona"* 4ai a"s dac3 "st" !orba d" t"&noo5ii
infor4aiona" d" $ti43 or3* s$nt s$fici"nt" 1"ntr$ a asi5$ra $n 1roc"s d" co4$nicar" 1"r4an"nt*
f$"nt i "fici"nt. Ac"st $cr$ n$ s" 8nt:413 8ns3* d"c:t foart" rar. Dac3 t"&noo5ii"
co4$nicaiona" n$ s$nt 1$s" 8n r"ai" c$ $n 1an strat"5ic d" ansa4b$* foosir"a or "st"
ir""!ant3 1"ntr$ atin5"r"a sco1$rior as$4at" d" or5ani2ai". Mai 4$t d"c:t at:t* 1r"2"na or n$
5arant"a23 "#1oatar"a 8n foos$ or5ani2ai"i. N$ 8n $ti4$ r:nd* tr"b$i" s3 s" in3 s"a4a d"
cont"#t$ socia i d" c$t$ra 1ro1ri" fi"c3r"i or5ani2aii.
.n 4od "!id"nt* co="#ist"na comunicrii organizate i a organizaiei comunicante
r"1r"2int3 $n ca2 id"a d" "fici"n3. P"ntr$ ca " s3 d"!in3 r"aitat" tr"b$i" acionat 8n do$3 dir"cii
1rinci1a": fa!ori2ar"a f$#$rior d" co4$nicar" a toat" ni!"$ri" i a4"iorar"a f$ncion3rii
or5ani2ai"i.
.n ac"st cont"#t* s" i41$n" distincia dintr" informare i comunicare, t"r4"ni ad"s"a
conf$ndai. Astf"* informarea in" "#c$si! d" transf"r$ d" conin$t 6"4isi" i r"c"1tar"7* 8n ti41
c" comunicarea s" r"f"r3 a sc&i4b$ri" d" str$ct$ri co5niti!" c" !i2"a23 sc&i4bar"a
co41orta4"nt$$i c"$iat. Ad"s"a* co4$nicar"a "st" cobor:t3 d" obic"i a ni!" d" si413
infor4ar"* r"2$tat$ fiind abs"na $n$i f""dbac> ad"c!at din 1art"a r"c"1torior. .n i1sa
f""dbac>$$i* d"ci2ii" s" ia$ "#c$si! a ni!"$ 4ana5"ria* f3r3 cons$tar"a c"or i41icai dir"ct
8n r"ai2ar"a sco1$rior or5ani2ai"i.
Atf" s1$s* t"r4"n$ d" informare s" r"f"r3 a sit$aii" 8n car" ro$ acti! 8i r"!in" "#c$si!
r"c"1tor$$i* 8n ti41 c" comunicarea !i2"a23 $n sist"4 d" r"aii int"racti!". Informarea const3
d"ci* 8n r"aionar"a oa4"nior c$ fa1t""* iar comunicarea 8n r"aionar"a int"r1"rsona3.
Informarea f$ncion"a23 8ntr=$n sin5$r s"ns* d" a "4i3tor c3tr" r"c"1tor. Di41otri!3* comunicare
s" r"ai2"a23 8n 4ai 4$t" dir"cii* fi"car" "4i3tor d"!"nind a r:nd$ $i r"c"1tor i in!"rs* 8n
cadr$ ac""iai s"c!"n" d" co4$nicar".
.n ac"st cont"#t* or5ani2aia tr"b$i" s3 8i r"5"2" at:t f$#$ri" infor4aii"* c:t i 1" c""
co4$nicaiona". .n 1ri4$ ca2* "a "4it" 4"sa9" 8n int"rior sa$ 8n "#t"rior i r"c"1t"a23 i
anai2"a23 4"sa9" 1ro!"nind din "#t"rior i din int"rior. .n a doi"a ca2* or5ani2aia "st" 1" d" o
?
1art" !"ctor$ sc&i4b$rior int"racti!" c$ 4"di$ "#t"rn 64ai a"s c$ ci"nii7* iar 1" d" at3 1art"
c"a car" r"5"a23 sc&i4b$ d" infor4aii 8ntr" saariai* at:t a ni!" for4a c:t i infor4a. /r"b$i"
4"nionat c3 ac"sta "st" $n at 1$nct s"nsibi a or5ani2aiior afat" 8n 1in 1roc"s d" tran2ii". Dac3
i41ortana r"ai"i c$ "#t"rior$ a fost 4ai 4$t sa$ 4ai 1$in conti"nti2at3* 1"ntr$ c3 8n fond d" "a
d"1ind" s$1ra!i"$ir"a or5ani2ai"i* "53t$ra c$ int"rior$ "st" constant n"5i9at3. M"sa9"" car"
1ro!in din int"rior 64ai a"s dac3 a9$n5 a factorii d" d"ci2i" 1rin int"r4"di$ cana"or infor4a"7
s$nt a1roa1" 8ntotd"a$na i5norat".
Abord3ri" casic" a" co4$nic3rii s" 8nscri$ 8n 5"n"ra 8n do$3 cat"5orii: t"orii" car"
1as"a23 co4$nicar"a 8n r"ai" c$ t"&noo5ii" foosit" dr"1t s$1ort 6S&annon* @"a!"r7 i c"" car"
o trat"a23 din 1"rs1"cti!3 1si&osocioo5ic3 6%coaa d" a Pao Ato7.
P"ntr$ o 5"stionar" "fici"nt3 a co4$nic3rii or5ani2aiona"* tr"b$i" s3 a!"4 8n !"d"r"
a4b"" as1"ct" 1"ntr$ c3:
; 8n 1an$ ino!aiior t"&noo5ic" car" af"ct"a23 co4$nicar"a* or5ani2aia s" sit$"a23
a int"rs"cia no$t3ior a13r$t" 8n infor4atic3* 8n t""co4$nicaii "tc.
; 8n 1an$ r"aiior int"r1"rsona" or5ani2aia s" confr$nt3 2i d" 2i c$ 1rob"4"" d"
co4$nicar" c" a1ar 8ntr" di!"rs"" cat"5orii d" 1"rsona car" $cr"a23 8n int"rior$ s3$: 8ntr" saariai
i 1"rsoan"" afat" 8n f$ncii d" cond$c"r"* 8ntr" dir"ctori i sindicat"* 8ntr" an5a9ai "tc.
; 8n 1an$ 1oiticior i strat"5iior 4ana5"ria" or5ani2aia tr"b$i" s3 8i for4$"2"
at:t obi"cti!"" d" r"c"1tar"* c:t i 1" c"" car" 1ri!"sc "4isia d" 4"sa9" 1"ntr$ a atin5" 4a#i4$4
d" "fici"n3 8n do4"ni$ r"s1"cti!
Ac"ast3 a tr"ia di4"nsi$n" "st" 8n 5"n"ra* c" 4ai ad"s"a i5norat3. Dac3 8n ca2$ ado1t3rii
ino!aiior t"&noo5ic" car" constit$i" s$1ort$ co4$nic3rii* 4a9oritat"a 8ntr"1rind"rior 8n tran2ii"
s" confr$nt3 8n 1ri4$ r:nd c$ i1sa d" fond$ri n"c"sar" ac&i2iion3rii $nor astf" d" t"&noo5ii*
for4$ar"a $n"i strat"5ii co4$nicaiona" "st" o id"" r"ati! no$3 i 8n Occid"nt. .nc"1:nd c$ anii
ABC* 8n Occid"nt a 8nc"1$t s3 s" r"si4t3 din c" 8n c" 4ai 4$t n"c"sitat"a co4$nic3rii "#t"rn" 1"ntr$
a s" 1ro4o!a 8n "#t"rior o an$4it3 i4a5in" 61o2iti!37 a or5ani2ai"i. C$ toat" ac"st"a* i 8n s1ai$
E$ro1"i V"stic" co4$nicar"a int"rn3 "st" o 1r"oc$1ar" d"st$ d" r"c"nt3. C:nd ac"st ti1 d"
co4$nicar" "#ist3* " ar" tr"i caract"ristici d" ba23* car" s$nt d" obic"i at"rnati!":
; s" s1ri9in3 1" s$1ort$ri infor4ati!"* cana"" d" co4$nicar" fiind r"!ist""* 2iar""*
r"$ni$ni"* co41$t"r""* a!i2i"r""
; afi"a23 o di4"nsi$n" strat"5ic3* afir4:nd n"c"sitat"a d" a co4$nica "fici"nt* d"i 8n
c"" 4ai 4$t" ca2$ri n$ "#ist3 nici $n 1an strat"5ic d" co4$nicar"
; consid"r3 infor4aii" 1ro!"nind din "#t"rior dr"1t $na r"s$rs"" strat"5ic" a"
or5ani2ai"i
D
.n or5ani2aii" afat" 8n tran2ii"* d" c"" 4ai 4$t" ori i1s"sc toat" c"" tr"i di4"nsi$ni a"
co4$nic3rii int"rn"* "n$4"rat" 4ai s$s. Co4$nicar"a co41$t"ri2at3 "st" 8nc3 $n $cr$ consid"rat
sc$41* ca atar" n$4ai an$4it" s"ctoar" d" acti!itat" s$nt dotat" c$ astf" d" t"&noo5ii. Sin5$r""
for4" d" co4$nicar" int"rn" s$nt r"$ni$ni" i a!i2i"r""* car" 4"dia23 "#c$si! co4$nicar"a
for4a3* s$b for4a indicaiior i ra1oart"or d" acti!itat".
.n 1$s* s" conf$nd3 foart" d"s noi$ni" d" sistem de informare i plan de comunicare. C"
4ai ad"s"a* or5ani2aia constr$i"t" sist"4" d" infor4ar"* cr"2:nd c3 astf" asi5$r3 o b$n3
co4$nicar" int"rn3* c:nd d" fa1t n$ fac" atc"!a d"c:t s3 r"5"4"nt"2" ro$ri" d" "4i3tor*
r"s1"cti! r"c"1tor. Ac"st" sist"4" d" infor4ar" a r:nd$ or s$f"r3 d" an$4it" 1atoo5ii* ca$2at" d"
o 1roi"ctar" d"f"ct$oas3. E" 1ot fi 5r$1at" 8n tr"i cat"5orii* fiind d" fa1t 1rob"4"" "5at" d":
; !o$4$ infor4ai"i
; caitat"a infor4ai"i
; 1ro1a5ar"a infor4ai"i
Volumul informaiei. Sist"4"" d" infor4ar" 1roc"s"a23 d" obic"i o cantitat" $ria3 d"
infor4ai"* c""a c" ar" ca "f"ct i41osibiitat"a "#1oat3rii t$t$ror dat"or 1" car" " "4it" E
r"c"1t"a23 or5ani2aia. S" 1rod$c d" as"4"n"a* boca9" d" infor4ai" sa$ int"r4it"n" 8n f$#$ri"
co4$nicaiona".
La f" d" 1osibi "st" s3 s" 1rod$c3 i ca2$ in!"rs: sist"4"" 1roc"s"a23 o cantitat"
ins$fici"nt3 d" infor4aii sa$ 1ri!i"5ia23 an$4ii actori din s1ai$ or5ani2aiona. Ca2$ ti1ic "st"
c" a dir"ctor$$i car" ia d"ci2ii d" $n$ sin5$r* 1ornind d" a infor4aii 1aria".
Calitatea foarte sczut a informaiei. D" foart" 4$t" ori dat"" s$nt i41r"cis" sa$
ir""!ant" 1"ntr$ obi"cti!"" sa$ at"1t3ri" or5ani2ai"i. Infor4aii" s$nt foart" 5r"$ acc"sibi"*
ac"st $cr$ n"dator:nd$=s" n"a13rat 1r"carit3ii t"&noo5ic"* ci i1s"i d" dina4is4 a ro$rior d"
"4i3torEr"c"1tor. O at3 1rob"43 foart" fr"c!"nt3 "st" i1sa d" ad"c!ar" 8ntr" 4o4"nt$ 8n car"
"st" n"!oi" d" an$4it" dat" i 4o4"nt$ 8n car" ac"st"a s$nt "f"cti! f$rni2at"E1ri4it". D" obic"i*
infor4aii" a9$n5 1r"a t:r2i$ a b"n"ficiar* c""a c" ar" $n i41act n"5ati! as$1ra "fici"n"i
or5ani2ai"i.
Propagarea defectuoas a informaiei. Vit"2a d" dif$2ar" a infor4aiior "st" 8n 5"n"ra 1r"a
"nt3. E#ist3 i ca2$ri 8n car" "st" 1r"a ra1id3 i at$nci an$4it" dat" car" 1ot a!"a o i41ortan3
consid"rabi3 s$nt ir"4"diabi 1i"rd$t". N$ s" r"ai2"a23 1ro1a5ar"a infor4aiior 1" ori2onta3* ci
n$4ai 1" !"rtica3. .n ac"ast3 sit$ai"* 1"rsoan"" i41icat" dir"ct 8n 8nd"1inir"a sco1$rior
or5ani2ai"i s$nt 1ri!at" d" acc"s$ a infor4ai"* c""a c" "!id"nt* af"ct"a23 f$ncionar"a "fici"nt3 a
8ntr"1rind"rii. O at3 1rob"43 "st" d"codar"a incor"ct3 d" c3tr" an$4it" 1"rsoan"* car" cond$c" a
5r""i d" int"r1r"tar".
Ac"st $ti4 1$nct "st" "s"nia 1"ntr$ d"sf3$rar"a nor4a3 at:t a acti!it3ii or5ani2ai"i* c:t
F
i a 1roc"s$$i d" co4$nicar". Co4$nicar"a d" oric" ti1* n$ n$4ai c"a or5ani2aiona3* "st" 8n
5"n"ra af"ctat3 d" dific$t3i" c$ car" s" confr$nt3 r"c"1tor$ 8n 8n""5"r"a 4"sa9$$i trans4is d"
"4i3tor. Ac"st" dific$t3i n$ in n"a13rat d" t"r4inoo5ia $tii2at3* ci d" r"sort$ri" 1si&oo5ic" a"
indi!id$$i car" inf$"n"a23 d"cisi! r"aii" int"rnaiona". .n co41"nsai"* f"no4"n$ d" f""d=
bac> transfor43 infor4ar"a 8n co4$nicar". Prob"4a car" s" 1$n" a$to4at "st" dac3 ac"st 1roc"s
r"2id3 8n si41a !"rificar" a cor"ctit$dinii r"c"1t3rii sa$ di41otri!3* dac3 ar" ca "f"ct inf$"nar"a
r"ci1roc3* c$ 1osibiitat"a d" a d"t"r4ina "4i3tor$ s3=i 4odific" 1$nct$ d" !"d"r" iniia.
Ac"ast3 distinci" "st" foart" i41ortant3 1"ntr$ acti!itat"a 4ana5"ria3. .ntr=ad"!3r* for4""
4od"rn" d" 4ana5"4"nt 6 8n s1"cia 4ana5"4"nt$ d" ti1 1artici1ati!7 1$n acc"nt 1" 1ro4o!ar"a
co4$nic3rii n"st:n9"nit" 8ntr" dir"ctori i s$bordonai. Astf" d" 1oitici d" r"s$rs" $4an" 1ri!"sc
f""d=bac>=$ i co4$nicar"a 8n 5"n"ra dr"1t $n 1roc"s d" int"r=inf$"nar". .n ca2 contrar* "#ist3
1"rico$ d" a cr"a n$4ai a1ar"na co4$nic3rii* c:nd d" fa1t "st" !orba d" o acti!itat" d" cond$c"r"
do4inatoar" sa$ c&iar d" 4ani1$ar".
/oat" ac"st" !icii co4$nicaiona" af"ct"a23 o5ica d" ansa4b$ a sist"4$$i. Id""a d"
comunicare organizat 1r"s$1$n" "!itar"a $nor astf" d" sit$aii 1rintr=o anai23 1r"aabi3 a
n"c"sit3ior i obi"cti!"or or5ani2ai"i* car" !or fi r"f"ctat" 8ntr=$n 1an strat"5ic d" ansa4b$.
B
1.2 Co"-+#$.'+' / 0'-#"#*##
Confict$ "st" d"finit 8n Dicionar$ "#1icati# a i4bii ro4:n" ca Gn"8n""5"r"* ciocnir"
d" int"r"s"* d"2acord< anta5onis4* c"art3* dif"r"nd* disc$i" !io"nt3H.
Confict$ 5"n"r"a23 o s"ri" d" st3ri af"cti!" a" indi!i2ior* c$4 ar fi n"init"a* ostiitat"a*
r"2ist"na* a5r"si$n"a d"sc&is3 1r"c$4 i dif"rit" ti1$ri d" int"raci$ni anta5onic"* d" o1o2iii 1:n3
a dif"r"nd". C$ o conotai" sti4$ati!3* confict$ a1ar" i ca o co41on"nt3 a co41"tii"i.
Confict$ r"1r"2int3 $r43rir"a $nor sco1$ri inco41atibi" d" c3tr" 5r$1$ri dif"rit". Star"a
confict$a3 1oat" a13r"a 8ns3 i 8ntr" 1"rsoan" car" $r43r"sc ac""ai obi"cti!"* dar 8ntr" car" a1ar
di!"r5"n" d" o1inii 1ri!ind 4odait3i" d" r"ai2ar" a ac"stora. A1ariia $n$i confict in" d"
1"rc"1"r"a i conti"nti2ar"a d" c3tr" a$torii i41icai a $n"i st3ri c" 1oat" fi d"finit3 dr"1t
confict$a3.
Confict"" 1ot fi astf" r"a" 6"#ist3 i s$nt 1"rc"1$t" ca atar"7* at"nt" 6"#ist3* dar n$ s$nt
1"rc"1$t"7 i fas" 6n$ "#ist3* dar s$nt 1"rc"1$t" ca 1r"2"nt" sa$ nici n$ "#ist3 nici n$ s$nt
1"rc"1$t" I i1sa confict$$i7.
Confict"" 1ot fi 1o2iti!" 61rod$cti!"7 sa$ n"5ati!" 6d"str$cti!"7. .n ca2$ 8n car"
confict"or n$ i s" acord3 at"nia ad"c!at3* ac"st"a risc3 s3 d"t"r4in" sit$aii d" cri23*
indif"r"nt d" 1asar"a ac"stora 8n ra1ort c$ fir4a sa$ instit$ia car" "st" i41icat3.
Astf"* 8n f$nci" d" ocai2ar"* confict"" 1ot fi int"rn" sa$ "#t"rn"* iar cri2"" int"rn"
af"ct"a23 at:t acti!it3i" fir4"i c:t i 1" c"" a" c"orat" 5r$1$ri c$ car" ac"asta ar" stabiit"
an$4it" r"aii. Cri2"" "#t"rn" a$ $n i41act 4ai s$bstania* af"ct:nd $n n$43r 4$t 4ai 4ar"
d" 5r$1$ri i co4$nit3i* sit$:nd$=s" fi" a ni!" d" trans4"di$* fi" d" 4"di$* 5r$1 sa$
co4$nitat"* "f"ct"" fiind d" as"4"n"a 4$t 4ai 4ari.
Conflictul r"1r"2int3 int"rf"r"na int"niior $n$i a5"nt sa$ a $n$i 5r$1 8n "fort$ri" d"
atin5"r" a $nor obi"cti!" d" c3tr" $n at indi!id sa$ 5r$1. S" 1r"s$1$n" c3 c"" do$3 13ri
i41icat" a$ obi"cti!" inco41atibi"* astf" 8nc:t atin5"r"a obi"cti!$$i d" c3tr" $na dintr" 13ri
d"t"r4in3 i41osibiitat"a atin5"rii d" c"aat3 1art" i41icat3. Confict$ 1oat" d"!"ni astf" o
strat"5i" 1"ntr$ atin5"r"a obi"cti!"or s$1"rioar" 1rin int"rf"r"na c$ 1ro5r"s$ 8nr"5istrat d"
c""at" 13ri
'
.
Confict$ n$ 1oat" fi id"ntificat 6sa$ n$ "st" si4iar7 c$ conc$r"na. .n ti41 c"
conc$r"na 1r"s$1$n" d" as"4"n"a obi"cti!" inco41atibi" 8ntr" 13ri* ac"asta n$ i41ic3
int"rf"r"na 6c" 1$in 8n sit$aii" 8n car" conc$r"na "st" fair-pla!. Astf"* s" 1oat" a1r"cia c3
"#ist3 o sit$ai" conc$r"niaa at$nci c:nd do$3 sa$ 4ai 4$t" 13ri 8nc"arc3 s3 c:ti5"* 1rin
1 Sc&4idt* S.M.* Joc&an* /.A.* Confict: /oKard Conc"1t$a CaritL* Ad4inistrati!"
Sci"nc" M$art"rL 'B 6'NB07* 11. ;DN=;BC. Id"4
d"1$n"r"a $n$i "fort indi!id$a* 1rin atin5"r"a obi"cti!"or 1ro1rii* f3r3 s3 int"r!in3 1"ntr$
bocar"a sa$ inf$"nar"a 1ro5r"s$$i c""iat" sa$ c"orat" 13ri. Ef"ct$ aci$nior 8ntr"1rins"
d"1ind" n$4ai d" co41orta4"nt$ fi"c3r"i 13ri 8n atin5"r"a obi"cti!"or i n$ din
int"rf"r"na c$ co41orta4"nt"" c"orat" 13ri.
0
.n 4od c"rt* a ni!" d" fir43 sa$ or5ani2ai"*
conc$r"na n$ s" 4anif"st3 a f" d" d"s sa$ d"sc&is 1r"c$4 confict"". Or5ani2ar"a $nor
conc$rs$ri d" !:n23ri a ni!" d" fir43 d"t"r4in3 f3r3 8ndoia3 o sit$ai" conc$r"nia3* iar
ac"asta s" 1oat" transfor4a c$ $$rin3 8ntr$na confict$a3 8n $r4a aci$nior d" int"rf"r"n3
a" $n$ia dintr" 1artici1ani as$1ra c"orai< dorina "#a5"rat3 d" c:ti5 d"t"r4in3 ac"asta
sc&i4bar" d" star".
D"finiia confict$$i "n$nat3 4ai s$s s$sin" 8n fa1t c3 13ri" int"rf"r"a23 8n 4od
intenionat $n"" c$ c""at" 8n atin5"r"a obi"cti!"or. Ac"asta n$ i41ic3 8ns3 a$to4at fa1t$ ca
13ri" s3 fi" d" r"a cr"din3 sa$ s3 fi" conti"nt" d" 5rad$ sa$ 4ani"ra 8n car" aci$ni" or
af"ct"a23 c""at" 13ri. Astf" d" sit$aii 1rod$c r"2$tat" c" 1ot fi caract"ri2at" ca fiind
suboptimale, t"r4"n c$ $n s"ns 4ai "#tins d"c:t $n si41$ O4ai 1$in d"c:t o1ti4O.
"uboptimizarea se refer la atingerea subobiecti#elor de ctre grupuri sau departamente prin
excluderea sau ignorarea obiecti#elor generale ale organizaiei sau firmei. Confict"" n$
cond$c 8ntotd"a$na a obin"r"a $nor r"2$tat" s$bo1ti4a". P" sc$rt* c""a c" "st" b"n"fic 1"ntr$
fi"car" s$bsist"4 n$ r"1r"2int3 8n 4od a$to4at $n o1ti4 1"ntr$ 8ntr"5$ sist"4. .n sist"4""
c"" 4ai co41"#"* aci$ni" d"1ind d" coo1"rar"a dintr" s$bsist"4"* iar acti!itat"a 5"n"ra3 ia
a41oar" 1rin sin"r5ia contrib$iior indi!id$a". N$4ai 1rintr=o int"raci$n" 1o2iti!3 8ntr"
13ri* r"2$tat"" 5"n"ra" 1ot fi o1ti4". Una dintr" 1rob"4"" co4$n" t$t$ror oc$rior d"
4$nc3 i car" 5"n"r"a23 8n 4od fr"c!"nt s"nti4"nt" d" "4oi"* fr$strar" sa$ f$ri" "st"
r"1r"2"ntat3 d" confict. P"ntr$ $nii dintr" c"i i41icai 8n confict"* 2i$a d" $cr$ "st" doar 1$in
4ai n"1ac$t3. P"ntr$ aii* fr"c!"na i int"nsitat"a confict"or car" 8i af"ct"a23 8ns"a4n3 c"!a
4ai 4$t d"c:t On"13c$tO. Iar 1"ntr$ o $ti43 cat"5ori"* confict"" 8i d"t"r4in3 c&iar s3
13r3s"asc3 or5ani2aia din car" fac 1art". O dat3 c" a$ atins ac"st ni!"* confict"" d" 4$nc3
d"t"r4in3 c"!a 4ai 4$t d"c:t Osi41" 1rob"4"O.
In"!itabiitat"a confict"or
Confict"" a1ar 8n 4od nat$ra 8n 4o4"nt$ 8n car" oa4"nii 8nc"1 s3 int"racion"2". D"
"#"41$* do$3 1"rsoan" car" $cr"a23 841r"$n3 1ot s3 n$ fi" d" acord as$1ra 4od$$i 8n car"
fi"car" 8i 8nd"1in"t" sarcini" sa$ as$1ra f"$$i 8n car" $na dintr" ac"st"a o trat"a23 1"
c"aat3. Ac"st $cr$ "st" nor4a* conin:nd 8n ac"ai ti41 i $n as1"ct 1o2iti!. C:nd do$3
1"rsoan" n$ s$nt d" acord $na c$ c"aat3* 8ns"a4n3 c3 a4:nd$rora " 1as3 i n$ " s$nt
indif"r"nt" 1rob"4"" r"s1"cti!" 8ntr=o as"4"n"a 43s$r3 8nc:t s3 ado1t" o 1o2ii" conc$r"nia3
i s3 s" $1t" 1"ntr$ ac"asta.
2 Id"4
At:t "c&i1"" sa$ or5ani2aii"* c:t i indi!i2ii a$ n"!oi" d" int"raci$ni confict$a"
1"ntr$ a 1$t"a 1ro5r"sa. Id"i" no!atoar" 1ot $a nat"r" 8n $r4a confict"or = noi" 4od$ri d"
5:ndir" i 4odait3i d" a r"2o!a 1rob"4" 1ot fi foositoar" t$t$ror. At:ta !r"4" c:t oa4"nii
$cr"a23 841r"$n3 8n "c&i1" sa$ or5ani2aii i " 1as3 d" 4$nca or i d" 4od$ 8n car" s$nt
tratai* !or a13r"a d"2acord$ri confict$a". Iar conc$2ia "st" c3 ac"st" d"2acord$ri n$ 1ot fi
"i4inat"* iar dac3 ac"st $cr$ ar fi 1osibi* at$nci s=ar 1i"rd" i o s$rs3 i41ortant3 d" 84b$n3t3ir"
a acti!it3ii.
CAPITOLUL II / CONFLICTELE / PRIVIRE DE ANSAM1LU
2.1. T#2!&# 0' $o"-+#$.'
Atit$dini" c$t$ra" as$1ra confict"or s$nt 8ntr=o contin$3 sc&i4bar". Din 1$nct d"
!"d"r" tradiiona* 1ri!i4 confict$ ca a!:nd n$4ai o for3 distr$cti!3* ca 1" c"!a car"
tr"b$i" "!itat sa$ r"d$s. .n 5"n"ra* !aori" socia" s" ba2"a23 8nc3 1" ar4oni"* cons"ns i
coo1"rar"* 8n ci$da !ast"or i n$4"roas"or s$bc$t$ri i ras" car" ac3t$i"sc o 1o1$ai" an$4"
sa$ 1o1$aia 8n ansa4b$ "i.
Psi&oo5$ Abra&a4 MasoK a s$r1rins 8n soci"tat"a a4"rican3 Ot"a4a d" confict"*
d" n"8n""5"ri* ostiitat"* anta5onis4 i ani4o2it3i.O
;
.ntr=o 4ar" 4as$r3* dar a o scar3 4ai r"d$s3* ac"st" t"4"ri s" r"f"ct3 8n atit$dini"
4ana5"4"nt$$i i co4$nic3rii 8n ca2$ sit$aiior confict$a" a ni!" d" soci"tat"* or5ani2ai"
dar i a ni!" d" indi!id. Din 1"rs1"cti!a casic3* t"oria birocratic3 trat"a23 confict$ 1rin 1ris4a
r"5$ior i i"rar&iior car" d"t"r4in3 i 5$!"rn"a23 co41orta4"nt""* 8ntr=$n 4od as"43n3tor
c"$i 8n car" r"5$i" i arbitrii 8n ca2$ $n$i an$4it "!"ni4"nt s1orti! in s$b contro $n 1ot"nia
confict. $irocraia d"1ind" d" acc"1tar"a r"5$ior i a "5iti4it3ii $n"i a$torit3ii
4ana5"ria". Abordar"a ba2at3 1" r"aii" $4an" 1r"s$1$n" d" as"4"n"a c3 8n int"rior$
or5ani2aiior confict$ ar" o inf$"n3 n"5ati!3 i d" ac""a tr"b$i" "i4inat. C$ toat" ac"st"a*
8n ca2$ r"aiior $4an"* ba2a o r"1r"2int3 d"2!otar"a 8n""5"rii r"ci1roc" i a 8ncr"d"rii 8ntr"
13ri" confict$a". Atit$dini" osti" s" 4odific3 1rintr=o s"ri" d" "#1"ri"n" d" instr$ir"*
1r"5atir"* consii"r" i int"r!"nii n"$tr". Acc"nt$ s" 1$n" 1" co4$nicar" i 8ncr"d"r"* 8n
s1"rana c3 13ri" !or 8n""5" fa1t$ c3 a coabora "st" 4ai 1rod$cti! d"c:t d" a aciona 8n
contradictori$. R"aii" $4an" of"r3 o 1"rs1"cti!3 o1ti4ist3 as$1ra oa4"nior* ac"tia a9$t:nd$=
s" $nii 1" c"iai i* 1rin coaborar"* $r4:nd a fi 4ai r"c"1ti!i a 8nd"4n$ri" d" a $cra
841r"$n3 1"ntr$ bin"" $ni!"rsa.
?
A4b"" abord3ri 1r"2int3 8ns3 o s"ri" d" i4it". Est" difici a s" stabii r"5$i !aabi"
1"ntr$ toat" sit$aii"* i 8n s1"cia 8n sit$aii" d" inc"rtit$din". .n 1$s* a$toritat"a n$ "st"
8ntotd"a$na acc"1tat3 ca "5iti43. .n 5"n"ra* t"oria casic3 !i2"a23 4ai d"5rab3 1r"!"nir"a
confict$$i d"c:t co4bat"r"a ac"st$ia. R"aii" $4an" "$"a23 d" as"4"n"a 8n 8ntr"23rir"a
obin"rii $n$i 1osibi b"n"fici$ d" 1" $r4a confict"or.
2.1.1.Conflictele pozitive 61rod$cti!"7 d"t"r4in3 sc&i4bar"a sit$aiior "#ist"nt"*
r"1r"2"nt:nd fora car" 1$n" 8n 4icar" cr"ati!itat"a i ino!aia. Ac"st"a 1r"!in sta5nar"a*
sti4$"a23 int"r"s$ i c$rio2itat"a* s$r1rind 1rob"4" i s$sin id"ntificar"a so$iior 1"ntr$
3 MasoK* A.* E$1sLc&ian Mana5"4"nt* -o4"Kood* III: Ric&ard D. IrKin* 'NFD* 1. 'PD.
4 Ni5&t"n5a" D.* Confict and Confict R"so$tion* 8n Or5ani2ationa Q"&a!ior: R"s"arc& and Iss$"s* "d. ,. Stra$ss*
R. E. Mi"s* C.C. SnoK* and A.S. /ann"nba$4* Q"4ont*Caif* @adsKort&* 'NBF* 1. '?;.
ac"st"a i r"1r"2int3 ba2a 1"ntr$ "!o$ia indi!i2ior i a soci"t3ii. OConfict$ 1o2iti! 1oat"
t"sta id"i"* 1oat" sti4$a 5"n"rar"a d" at"rnati!" r"f"ritoar" a o d"ci2i" i 841i"dica $ar"a
1ri1it3 d" d"ci2ii* 1oat" ridica ni!"$ d" 8n""5"r" a 1rob"4"or* 1oat" cr"t" i41icar"a
4"4brior 5r$1$$i* 1oat" sti4$a int"r"s$ i int"raci$n"a* 5:ndir"a cr"ati!3 i d"ci caitat"a
d"ci2iior i ad"rar"a a i41"4"ntar"a or.O
D
Confict"" 1o2iti!" s$nt ac""a car" 1"r4it or5ani2aiior sa$ indi!i2ior s3 s" d"2!ot"*
s3 r"2o!" 1rob"4"" 8ntr=o 4ani"r3 4ai "fici"nt3 i s3 contrabaans"2" in"ria 1" car" o
d"2!ot3 4a9oritat"a or5ani2aiior. Confict"" 1o2iti!" 8i a9$t3 1" indi!i2i s3 8n""a53 c3 c""a c"
8naint" "ra consid"rat d" a sin" 8n""s* sa$ 1roc"d$ri" sa$ t"&nici" d" $cr$ c$ car" "ra$
obin$ii 1ot fi 8n!"c&it"* sti4$:nd astf" cr"ati!itat"a i $tii2ar"a ac"st"ia 1"ntr$ r"2o!ar"a
1rob"4"or.
Dar 1"ntr$ ca or5ani2aii" s3 1oat3 b"n"ficia d" 1" $r4a $n$i confict* s$nt n"c"sar"
c:t"!a condiii. .n 1ri4$ r:nd* 4"4brii $n"i or5ani2aii tr"b$i" s3 fi" ca1abii s3 fac3 distincia
8ntr" as1"ct"" 1"rsona"* "4oiona" i c"" 5"n"ra" a" confict$$i. C:nd oa4"nii 8nc"1 s3 s"
cra41on"2" d" 1o2iia 1" car" o oc$13* at$nci a$ t"ndina d" a !"d"a 8n c"iai indi!i2i din
int"rior$ sa$ "#t"rior$ or5ani2ai"i 1ot"niai ina4ici sa$ ad!"rsari* confict$ d"!"nind din c"
8n c" 4ai 1"rsonai2at. P"rsonai2ar"a s" 1oat" obs"r!a at$nci c:nd oa4"nii $it3 ca s$nt toi d"
ac""ai 1art" a baricad"i i s" !3d ca nit" ad!"rsari foart" 1"rsonai. .n a doi"a r:nd* 4"4brii
or5ani2ai"i tr"b$i" s3 aib3 ca1acitat"a n"c"sar3 d" a int"raciona 8n sit$aii confict$a"* astf"
8nc:t s3 "!it" "scaadar"a confict$$i. Ac"tia tr"b$i" s3 8n""a53 c$4 s3 O$1t" cor"ctO i s3 s"
conc"ntr"2" as$1ra 1rob"4"or.
2.1.2. Conflictele negative 6distr$cti!"7 r"d$c coo1"rar"a i 4$nca 8n "c&i13* 1rod$c
!io"n3 i ostiitat"* distr$5 "#ist"nt$ f3r3 s3 8 8noc$iasc3 i cond$c 4ai d"5rab3 a 4oart" i
distr$5"r" d"c:t a 1ro5r"s.
F
C&"ia $n$i 4ana5"4"nt d" s$cc"s o r"1r"2int3 obin"r"a $nor
r"2$tat" 1o2iti!" at$nci c:nd confict$ 1oat" fi distr$cti!. .n 4od "!id"nt* ac"asta i41$n"
fa1t$ ca c"i car" d"in an$4it" f$ncii=c&"i" 8n soci"tat" sa$ 4ana5"rii* s3 ado1t" noi !aori
c$4 ar fi abordar"a confict$$i ca 1" o s$rs3 d" 1ot"nia 1o2iti! i s3 r"n$n" a tratar"a
confict"or doar din 1ris4a distr$cti!3 a ac"stora.
B
E#ist3 do$3 ti1$ri d" confict car" n$ s$nt 1rod$cti!". Pri4$ "st" r"1r"2"ntat d"
Oconfict$ 5rat$itO = car" a1ar" ca r"2$tat a i4ba9$$i foosit 8n disc$ii" c$ c"iai. D"
"#"41$* dac3 8n cadr$ $n"i "din" $n 1artici1ant 8i s1$n" at$ia c3 "st" $n Ost$1idO 6sa$
foos"t" oric" at c$!:nt car" =ar 1$t"a of"nsa7 at$nci s=ar cr"a c$ si5$ran3 $n confict car"
n$ "st" 1rod$cti!. A doi"a ti1 d" confict "st" ac"a 8n car"* indif"r"nt d" 1rob"43* 4od$ d"
5 Cand"a* R.* i Cand"a* D.* Co4$nicar"a 4ana5"riaa a1icata* Ed. E#1"rt* Q$c$r"sti* 'NNP* 1. 'FC.
6 D"$tsc&* M.* Prod$cti!" and D"str$cti!" Confict* Ro$rna of Socia Iss$"s 0D 6'NFN7* 11. B=?0.
7 Scott* @.,.* Or5ani2ation /&"orL: A R"ass"ss4"nt* Acad"4L of Mana5"4"nt Ro$rna 'B 6'NB?7* 11. 0?0=0D?.
abordar" i fac" d" n"r"2o!at* iar co41orta4"nt$ fi"c3r"i 1"rsoan" i41icat" d"4onstr"a23 o
dorin3 i"it3 din co4$n d" Oa 1$n" 5a2 1" focO.
Confict"" n"5ati!" r"1r"2int3 r"!"rs$ 4"dai"i. C""a c" 8nc"1" ca $n si41$ d"2acord
s" 1oat" transfor4a c$ $$rin3 8ntr=o sit$ai" car" s3 5"n"r"2" s"nti4"nt" n"5ati!"* iar indi!i2ii
tind s3 s" a1"r" $nii d" c"iai 8n oc s3 $cr"2" 841r"$n3 1"ntr$ 8n3t$rar"a 1rob"4"i.
Ad"s"a* 8n ca2$ confict"or dintr" doi indi!i2i* s" foos"t" sinta54a Oconfict d"
1"rsonaitat"O i car" s" r"f"r3 a sit$aii car" s=a$ r"1"tat d"=a $n5$ ti41$$i i car" n$ a$ fost
r"2o!at". .n 1$s* i4ba9$ $tii2at 8n ca2$ confict"or n"5ati!" "st" tota dif"rit d" c" foosit 8n
ca2$ confict"or 1o2iti!".
Ef"ct"" confict"or n"5ati!" 1ot fi 1rof$nd". .n 1ri4$ r:nd* s" cr""a23 s"nti4"nt"
n"5ati!" 1$t"rnic" 8n r:nd$ c"or i41icai. Ac"tia 8i 1i"rd ti41$ i "n"r5ia 8nc"rc:nd s3
53s"asc3 4odait3i d" a=i 8n!in5" 1" c"iai* c3$t:nd s1ri9in 8n at" 13ri. .n a doi"a r:nd*
ac"st" confict" a$ o aci$n" n"5ati!3 as$1ra "c&i1"i sa$ or5ani2ai"i 8ntr$c:t* n""#ist:nd o
1rob"43 c"ntra3 ad"!3rat3 car" s3 fi" r"2o!at3* 1ot d"t"r4ina atra5"r"a i ator indi!i2i din
or5ani2ai" sa$ "c&i13 car" n$ "ra$ i41icai ant"rior* cons$4:nd astf" in$ti ti41$* r"s$rs""
i "n"r5ia. .n sit$aia 8n car" ai 4"4bri ai or5ani2ai"i s$nt n"!oii s3 1artici1" c&iar n$4ai i ca
obs"r!atori a as"4"n"a confict"* !a r"2$ta $n s"nti4"nt d" disconfort* i1s3 d" 8ncr"d"r" i
si5$ran3 8n c"iai.
Confict"" n"5ati!" 1ot fi r"c$nosc$t" i d$13 $r43toar"" caract"ristici:
S Confict$ 8ntr" 13ri s" d"sf3oar3 1" o 1"rioad3 consid"rabi3 i
i41ic3 $n n$43r 4ar" d" 1rob"4"* d"!iind d" a c"a iniia3<
S Indi!i2ii a$ r"n$nat a a r"2o!a confict$ i a$ 8nc"1$t s3
contabii2"2" O!ictorii"O i O8nfr:n5"ri"O<
S Indi!i2ii s" conc"ntr"a23 foart" 4$t* dac3 n$ c&iar 8n "#c$si!itat"* 1"
as1"ct" 1"rsona"* c$4 ar fi co41orta4"nt$* 4od$ d" 5:ndir"*
d"f"ct"" fi2ic" a" c"orai<
S Oa4"nii s$nt O"tic&"taiO<
S P3ri" i41icat" ca$t3 s$sin"r"a din 1art"a $n"i a$torit3i s$1"rioar"
1"ntr$ Oa r"2o!aO 1rob"4a* 1rin foosir"a 1$t"rii 6d" "#. s" c"r"
dir"ctor$$i ca cin"!a s3 fi" conc"diat sa$ sancionat "tc7.
Confict"" s" transfor43 din 1o2iti!" 8n n"5ati!" 1rin di!"rs" c3i. .n afara 4od$rior 8n
car" int"racion"a23 indi!i2ii* "#ist3 o ad"!arat3 Ocons1irai"O a or5ani2ai"i d" a cr"a confict"
n"5ati!". Dac3 n" $it34 a or5ani2aii" car" 8nc$ra9"a23 confict"" n"5ati!"* !o4 obs"r!a c3
ac"st"a a$ c:t"!a $cr$ri 8n co4$n: dir"ctorii sa$ c"i 8ns3rcinai c$ cond$c"r"a s$nt 1art"
int"5rant3 a confict$$i. Ma9oritat"a strat"5iior $tii2at" d" c3tr" 4ana5"ri* an5a9ai sa$
or5ani2aii a$ a ba23 r"1ri4ar"a confict$$i sa$ d"1asar"a ac"st$ia d" a $n as1"ct s1"cific a
$n$ 1"rsona.
S$nt 1r"2"ntat" 8n c"" c" $r4"a23 tr"i 4odait3i d" abordar" a ac"stor confict" n"5ati!":
SLi1sa d" aci$n"
C"a 4ai co4$n3 aci$n" r"1r"si!3 "st" nonaci$n"a. Un"ori* a n$ fac" ni4ic "st" $n
$cr$ int"i5"nt* c$ condiia ca sit$aia s3 fi" bin" anai2at3. D" c"" 4ai 4$t" ori* oa4"nii On$
fac ni4icO 8n sit$aii d" confict din !arii 4oti!" c$4 ar fi t"a4a* aitat"a sa$ n"13c"r"a
s"nti4"nt$$i d" f$ri". Din n"f"ricir"* nonaci$n"a d"t"r4in3 c" 4ai ad"s"a "scaadar"a
confict$$i i stabi"t" 1o2iia or5ani2ai"i... Onoi n$ a!"4 confict"O.
S ODiscr"iaO
O at3 4odaitat" d" "!itar" a confict"or n"5ati!" 6sa$ d" r"1ri4ar"7 o r"1r"2int3
Odiscr"iaO. Ac"asta "st" co4$n3 at:t 4ana5"rior c:t i an5a9aior. S" 1"ac3 8n 5"n"ra d" a
1r"4i2a c3 dac3 indi!i2ii n$ ti$ c" s" 8nt:413* at$nci n$ "#ist3 4oti!" d" a1arii" i 4anif"star"
a confict"or. Ac"ast3 1r"4i23 "st" abs$rd3 8ntr$c:t 1rintr=o astf" d" abordar" n$ s" fac"
atc"!a d"c:t s3 s" 8nt:r2i" a1ariia confict$$i i d"canar"a confr$nt3rii. .n 4o4"nt$ 8n car"
confict$ i"s" a s$1rafa3* co41orta4"nt$ i cons"cin"" !or fi c$ 4$t 4ai n"5ati!" d"c:t
dac3 $cr$ri" ar fi fost "#1$s" d"sc&is 8nc3 d" a 8nc"1$t.
S L"5" i ordin"
Ac"asta r"1r"2int3 4odaitat"a $ti43 d" abordar" a confict"or n"5ati!". .n 4od
nor4a* ac"asta "st" abordar"a caract"ristic3 4ana5"rior car" 8n 4od 5r"it consid"r3 c3 1ot
co4anda oa4"nior s3 n$ intr" 8n confict. Prin $tii2ar"a r"5"4"nt3rior* 1roc"d$rior*
nor4"or i 1$t"rii car" r"2$t3 din a$toritat"a 1" car" o d"in* c"i car" $tii2"a23 ac"ast3
4"tod3 i41$n indi!i2ior r"1ri4ar"a oric3r"i for4" d" 4anif"star" a confict"or. Qin"8n""s*
ac"asta n$ d"t"r4in3 dis1ariia d"finiti!3 a confict$$i* ci doar o 4ascar" a ac"st$ia* c""a c"
!a cond$c" a cr"t"r"a "f"ct"or n"5ati!" $t"rioar" 1" car" ac"sta " !a a!"a.
.n afara "f"ct"or 1" car" " 1ot a!"a* confict"" 4ai 1ot fi casificat" 8n f$nci" d"
dir"cia d" d"sf3$rar" a ac"stora. /r"b$i" r"a4intit c3 ac"st" ti1$ri s$nt a1icabi" at:t 8n
int"rior$ c:t i 8n "#t"rior$ or5ani2aiior* instit$iior* fir4"or* c:t i a ni!"
int"rinstit$iona* a ni!" d" trans4"di$* 4"di$ sa$ co4$nitat".
Astf"* confict"" 1ot fi !"rtica" sa$ at"ra".
2.1.3. Conflictele verticale s" 4anif"st3 8ntr" dif"rit" ni!"$ri i"rar&ic" 8n int"rior$
fir4"or sa$ or5ani2aiior sa$ 8ntr" dif"rit" ni!"$ri s$bordonat" a" stat$$i 6s1r" "#"41$
8ntr" $n 4inist"r i instit$ii" s$bordonat" ac"st$ia sa$ 8ntr" o instit$i" d" stat a" c3r"i d"ci2ii
af"ct"a23 4"di$ d" afac"ri 8n 5"n"ra7< confict"" at"ra" s" 4anif"st3 8ntr" d"1arta4"nt" sa$
str$ct$ri car" s" sit$"a23 a ac"ai ni!" i"rar&ic sa$ instit$iona. Ur43toar"" fi5$ri 1r"2int3
ac"ast3 distinci" at:t a ni!" 4icro 6d" fir437 c:t i a ni!" 4acro 6instit$ii c$ 1$t"r" d"
d"ci2i" a ni!" d" ora* r"5i$n"* ar3 "tc7.
Fi5$ra ;.0 = Confict" at"ra" i !"rtica" a ni!" 4acro
Conflictul #ertical. %n Fi5. ;.'* a5"nii d" !:n23ri s$nt 8n confict c$ dir"ctor$ d"
!:n23ri. Fr$str3ri" or 1ot fi "5at" d" sarcini" car" "=a$ fost 8ncr"dinat"* condiii" d"
4$nc3* 1ro5ra4 d" $cr$ sa$ c&iar d" 4$nc3 8n sin". S=a$ scris foart" 4$t" d"s1r" confict""
r"2$tant" 8n $r4a controa"or "f"ct$at" d" s$1"riori as$1ra ib"rt3ii i discr"i"i necesare
s$bordonaior. Confict$ dintr" n"c"sit3i" indi!id$a" d" a$tono4i" i n"c"sit3i" fir4"or
d" controar" a an5a9aior oc$13 $n oc i41ortant 8n r"aii" $4an" i 8n t"orii"
co41orta4"nt$$i or5ani2aiona 4od"rn. Confict"" !"rtica" a1ar 8n cadr$ or5ani2aiior 8n
car" 4"4brii 8nc"arc3 s3 stabi"asc3 $n "c&iibr$ 8ntr" c"rin"" 1ost$$i 1" car" 8 oc$13 i
n"!oi" 1"rsona" d" "!o$i" i "#1ansi$n". Un astf" d" confict ar" a ba23 ierarhia
organizaional ca 1rinci1a3 s$rs3 d" fr$strar".
/"oria 4ana5"4"nt$$i i a co4$nic3rii 1ro1$n" c:t"!a 4odait3i d" r"2o!ar" a
confict"or !"rtica"* 1rintr" car": stiluri de conducere participati# i di#ersificarea
atribuiilor personale. Ac"st" 4odait3i a$ dr"1t sco1 cr"ar"a s"nti4"nt$$i indi!id$a c3
obi"cti!"" 1"rsona" 1ot fi atins" 1rin 4$nc3. O ata t"&nic3* managementul prin obiecti#e, ar"
a ba23 1rinci1i$ id"ntific3rii 2on"or d" con5r$"n3 dintr" obi"cti!"" indi!id$a" i c""
or5ani2aiona". Acc"1tar"a discr"i"i 8n ca2$ s$bordonaior 1oat" cond$c" a 8n3t$rar"a
fr$str3rii i 1oat" asi5$ra c&iar o so$i" 1"ntr$ 1rob"4"" ca$2at" d" inc"rtit$din"a i
n"si5$rana oc$$i d" 4$nc3. C$ toat" ac"st"a* 1rin asi5$rar"a a$tono4i"i a ni!"$ri"
inf"rioar" a" $n"i fir4"* cond$c"r"a 1oat" 1i"rd" contro$ as$1ra ac"stora* a9$n5:nd$=s"
astf" a a1ariia $n"i at" 1rob"4": 4"nin"r"a contro$$i.
.n Fi5. ;.0 s" 1r"2int3 $n ca2 5"n"ra* i1ot"tic* d" confict 8n ca2$ str$ct$rior 1$bic".
Ac"st confict s" 1oat" transfor4a c$ o 4ai 4ar" $$rin3 8ntr=o sit$ai" d" cri23 a ni!" d"
4"di$ sa$ d" co4$nitat"* 8ntr$c:t d"ci2ii" car" 1ot d"cana confict"" !i2"a23 $n n$43r 4$t
4ai 4ar" d" int"r"s" indi!id$a" r"$nit" s$b $4br"a $nor int"r"s" co4$n" a" 5r$1$$i din
car" fac 1art".
2.1.4. Conflictul lateral. Ac"st 5"n d" confict "st" ca$2at 8n 5"n"ra d" dific$tat"a d"
coordonar" a s$b$nit3ior 8ntr=o or5ani2ai" co41"#3. .n fi5. ;.'* confict$ s" d"sf3oar3
8ntr" dir"ctor$ d" !:n23ri i c" d" s"r!ic". At$nci c:nd acti!it3i" c"or d" a s"r!ic" d"1ind
d" acti!it3i" d"1arta4"nt$$i d" !:n23ri 1ot a13r"a frici$ni 8n $r4a dif"rit"or obi"cti!" i
1riorit3i a" fi"c3r$i d"1arta4"nt 8n 1art". Ac"sta "st" $n $cr$ nat$ra dac3 in"4 cont d"
fa1t$ c3 fi"car" d"1arta4"nt d"sf3oar3 acti!it3i dif"rit". .n 5"n"ra* oa4"nii s" ra1ort"a23 8n
1ri4$ r:nd a 1ro1ri$ d"1arta4"nt i n$4ai d$13 ac""a 8i 8ndr"a1t3 at"nia as$1ra "fort$rior
d"1$s" d" c""at" d"1arta4"nt". Pr""dint"" sa$ dir"ctor$ 5"n"ra tr"b$i" tot$i s3
coordon"2" 8ntr=$n an$4it f" "fort$ri" a4b"or d"1arta4"nt" 1"ntr$ atin5"r"a obi"cti!"or
5"n"ra".
S" 4ai 1oat" !orbi i d"s1r" confict"" obic"* car" r"1r"2int3 o co4binai" o5ic3 8ntr"
1ri4"" do$3 ti1$ri. Ac"st"a s" 4anif"st3 a ni!"$ri i"rar&ic" dif"rit" 8ntr" cat"5orii dif"rit" d"
d"1arta4"nt"* 5r$1$ri sa$ or5ani2aii.
Indif"r"nt d" dir"cia d" d"sf3$rar" a confict"or* 5"stionar"a ac"stora 8ntr=o 4ani"r3
constr$cti!3 constit$i" o f$nci" i41ortant3 a co4$nic3rii.
2.2. P&o$'3!+ $o"-+#$.!%+. S!&3' 0' $o"-+#$.
2.2.1. Procesul conflictual
Va fi 1r"2"ntat 8n c"" c" $r4"a23 $n 4od" d" confict car" s" a#"a23 1" ca$2"" i
s$rs"" str$ct$ra" a" ac"st$ia. .n""5"r"a ac"stor ca$2" "st" "s"nia3 8n a"5"r"a 4"tod"or
sa$ strat"5iior ad"c!at" 1"ntr$ co4bat"r"a sa$ 8nc$ra9ar"a confict"or.
.n 1ractic3* 1r"dictibiitat"a 8n a1ariia i 4anif"star"a $nor confict" "st" r"d$s3. .n c"
4ai f"ricit ca2* t"oria 1oat" id"ntifica factorii car" contrib$i" a cr"ar"a $n$i 1ot"nia 1"ntr$
a1ariia i 4anif"star"a confict"or. C$ toat" ac"st"a* d" a ca2 a ca2* c&iar doar $n"" c$!int"
sa$ fra2" $tii2at" d" c3tr" 13ri 1ot int"rf"ra 8n atin5"r"a obi"cti!"or d" c3tr" c"aat3 1art"*
constit$ind astf" $n factor d"cisi! 1"ntr$ d"canar"a $n$i confict. %tiin"" socia"* car" s$nt
ori"ntat" c3tr" 8n""5"r"a 5"n"ra3 i abstract3 s$nt d"st$ d" i4itat" 8n st$di"r"a ac"stor
as1"ct". C$ toat" ac"st"a* 4ana5"rii sa$ c"i car" a$ ca sarcin3 "i4inar"a confict"or tr"b$i"
s3 fi" ca1abii 1"ntr$ o astf" d" acti!itat". Una dintr" sarcini" or d" ba23 "st" ac""a d" a
c$noat" condiii" i caract"ristici" sit$aiona" car" fa!ori2"a23 a1ariia $nor confict"
n"5ati!".
.n 5"n"ra* confict"" ar tr"b$i 8n""s" ca 1roc"s" c$ "ta1" id"ntificabi" i car" s"
4anif"st3 8ntr=o 4ani"r3 dina4ic3. .n Fi5. ;.; "st" 1r"2"ntat $n 4od" d" confict
P
.
Fi5$ra ;.; =
Proc"s$ confict$a
Pot"nia$
1"ntr$ confict
r"1r"2int3 r"2$tat$
$nor confict"
ant"rioar" i "st"
for4at dintr=$n s"t
d" ca$2" or5ani2aiona". M"4brii $n"i or5ani2aii sa$ ai $n$i 4"di$ d"!in conti"ni d" $n
1ot"nia confict 1rin do$3 4od$ri: Fr$strar"a r"1r"2int3 $n r3s1$ns "4oiona 8n sit$aii" 8n
car" indi!i2ii n$ r"$"sc s3 8i atin53 obi"cti!"" stabiit"< ac"st" n"r"$it" 5"n"r"a23
s"nti4"nt" d" an#i"tat" i cr""a23 t"nsi$ni a ni!" d" indi!i2i. Conc"1t$ai2ar"a r"1r"2int3 o
anai23 o5ic3 a sit$ai"i* 8n car" fi"car" 1art" d"t"r4in3 cin" sa$ c" "st" r"s1onsabi 1"ntr$
n"r"$it"" 1"rsona". P"ntr$ a d"!"ni "!id"nt* adic3 1"ntr$ a fi d"canat "f"cti!* "st" n"!oi"
8 Ac"st 4od" "st" ins1irat din Lo$is R. PondL* Or5ani2ationa Confict: Conc"1ts and Mod"s* Ad4inistrati!"
Sci"nc" M$art"rL '0 6'NFB7* 11. 0NF=;0C i Ric&ard E. @aton i Ro&n M. D$tton* /&" Mana5"4"nt of
Int"rd"1art4"nta Confict: A Mod" and R"!i"K* Ad4inistrati!" Sci"nc" M$art"rL '? 6'NFN7* 11. B;=P0.
d" $n "!"ni4"nt car" s3 1r"ci1it" confict$. R"f$2$ d" coo1"rar"* atac$ !"rba* sabota9$*
b:rfa* 2!on$ri"* co41ot$ 1"ntr$ cr"ar"a d" coaiii i 5r""i" d"ib"rat" constit$i" "#"41"
"!id"nt" car" contrib$i" a d"canar"a confict"or. Ef"ct$ $n$i "1isod confict$a st3 a ba2a
$n$i no$ confict sa$ c&iar a d"canar"a $n"i sit$aii d" cri23* d$13 c$4 s" 1r"2int3 i 8n Fi5.
;.; 1rin b$ca f""dbac>=$$i.
N
Proc"s$ confict$a ar" at:t co41on"nt" !i2ibi"* obs"r!abi" c:t i co41on"nt"
in!i2ibi". .n ti41 c" 1"rsona$ obin$it "st" conti"nt 4ai 4$t d" act"" d" int"rf"r"n3 car"
1ot fi $or obs"r!at"* 4ana5"4"nt$ confict"or n"c"sit3 o an$4it3 abiitat" d" s$r1rind"r" a
ant"c"d"nt"or in!i2ibi" a" $n$i confict d"canat. Ac"st $cr$ "st" d"st$ d" difici 1"ntr$
1"rsoan"" car" 1"tr"c ins$fici"nt ti41 1"ntr$ 8n""5"r"a fr$str3rior an5a9aior. Instr$4"nt$
c" 4ai i41ortant 1"ntr$ dia5nosticar" 8 r"1r"2int3 5rad$ d" conti"nti2ar" a s$rs"or d"
confict 1ot"nia.
.ntr=o 4ani"r3 as"43n3toar" 1"rc"1 i C:nd"a Rodica i C:nd"a Dan d"sf3$rar"a
1roc"s$$i confict$a. .n o1inia ac"stora* 1roc"s$ confict$a s" d"sf3oar3 8n cinci "ta1" car"
s" 8ntr"13tr$nd:
S A1ariia s$rs"i 5"n"ratoar" i 8ntr"23rir"a confict$$i 1ot"nia<
S P"rc"1"r"a confict$$i<
S E#t"riori2ar"a $nor s"4n" s1"cific" st3rii confict$a"<
S Manif"star"a confict$$i<
S A1ariia cons"cin"or confict$$i i a aci$nior 8ntr"1rins".
'C
Ac"st" fa2" s$nt caract"ristic" t$t$ror 1roc"s"or confict$a"* indif"r"nt d" ocai2ar"a
ac"stora fa3 d" fir43. S3 n" i4a5in34 ca2$ fost$$i Fond Naiona d" In!"stiii. Confict$ a
"!o$at "#tr"4 d" ra1id* 8n doar do$3 s31t34:ni FNI 8nc"t:nd$=i acti!itat"a. Din 1$nct d"
!"d"r" o5ic* cr"t"ri" an$nat" "ra$ ab"rant" dar foart" t"ntant" 1"ntr$ c"i a1ro#i4ati!
;CC.CCC d" Oin!"stitoriO. Asoci"r"a si5"i CEC c$ c"a a FNI* s1ot$ri" 1$bicitar" 8n car"
9 P"ntr$ i$strar"a 4od$$i 8n car" f$ncion"a23 4od"$ s" !a foosi $n "#"41$ dintr=o fir43 1rod$c3toar" d"
t""!i2oar". Ins1"ctorii d" caitat" a$ 8nc"1$t s3 53s"asc3 8n 4od r"1"tat $n 4od$ asa4bat n"cor"s1$n23tor 1"
$n"" 13ci din int"rior$ t""!i2oar"or. P3ci" "ra$ tri4is" 8na1oi* a d"1arta4"nt$ d" asa4bar" 1"ntr$
4odificar"* iar ti41$ s$1i4"ntar 1"ntr$ ac"st" o1"rai$ni "ra i41$tat d"1arta4"nt$$i d" asa4bar". Doi factori
a$ d"t"r4inat a1ariia 1ot"nia$$i 1"ntr$ confict 8n ac"asta sit$ai": interdependena dintr"
d"1arta4"nt$ d" asa4bar" i c" d" contro a cait3ii i diferenele de obiecti#e a" c"or do$3 d"1arta4"nt".
Pri4$ d"1arta4"nt $r43r"t" cantitat"a* 8n ti41 c" c" d"=a doi"a $r43r"t" caitat"a. &rustrarea a fost si4it3 d"
c3tr" $n r"s1onsabi d" a asa4bar" 8n 4o4"nt$ 8n car" a !32$t r"t$r$ri" 8nsoit" d" fi" d" cor"ctar". D$13 c" a
obs"r!at 1rob"4a* ac"sta a 8nc"1$t s3 s" 8ntr"b" d" c" ins1"ctor$ d" caitat" n$ a cor"ctat " 8ns$i 5r""aa
obs"r!at3. Prin conceptualizarea 1rob"4"i* r"s1onsabi$ a transf"rat astf" !ina as$1ra $n"i 1"rsoan" din at
d"1arta4"nt d"c:t ac"a din car" f3c"a 1art". D$13 c" a r"1arat 8ntr"a5a d$13=a4ia23 d"f"ct"" s"si2at"* $n 4ic
incid"nt a d"canat conflictul efecti#. Un t:n3r ins1"ctor din d"1arta4"nt$ d" contro a cait3ii a !"nit 8n
d"1arta4"nt$ d" asa4bar" s3 sc&i4b" c:t"!a c$!int" c$ 1ri"t"na s3 car" $cra acoo. R"s1onsabi$ =a dat afar3
1" ins1"ctor* 4oti!:nd d"ci2ia s3 1rin fa1t$ c3 distr35"a at"nia c"or d" asa4bar" 6d"i !i2it"" sa" d$ra$ d" circa
as" s31t34:ni7. .n ac""ai s31t34:n3* 4$t" at" 13ci a$ fost r"t$rnat" 1"ntr$ at" di!"rs" 1rob"4" 4inor" i car"
"ra$ 8n 4od tradiiona r"2o!at" d" c3tr" ins1"ctori sa$ "ra$ tr"c$t" c$ !"d"r"a c&iar d" c3tr" d"1arta4"nt$ d"
caitat". D$13 ac"st confict* r"aii" dintr" c"" do$3 d"1arta4"nt" a$ contin$at s3 fi" t"nsionat".
10 C:nd"a* R.* C:nd"a* D.* Co4$nicar"a 4ana5"ria3 a1icat3* Ed. E#1"rt* Q$c$r"ti* 'NNP* 11. 'FF='FN.
oa4"nii "ra$ 8nd"4nai s3 Odoar43 initiiO* 8ntr$c:t FNI !"5&"a 1"ntr$ "i* $tii2ar"a $nor
1"rsonait3i din $4"a artistic3 8n s1ot$ri car" 1ro4it"a$ c:ti5$ri "#traordinar" a$ d"t"r4inat
tot$i c:ti5ar"a 8ncr"d"rii ac"st$i n$43r 4ar" d" d"1on"ni. C$ toat" ac"st"a* 8ntr=o b$n3 6sa$
r"a 1"ntr$ c"i car" a$ i=a$ 1i"rd$t banii7 2i s=a an$nat a t""!i2or c3 8ntr=$n oar"car" ora* o
s$c$rsa3 a FNI n$ a 1$t$t onora c"r"ri" d" r3sc$413rar" a $nit3ior d" fond. A do$a 2i d"9a
a toat" s$c$rsa"" din Q$c$r"ti i din ar3 s=a$ for4at co2i int"r4inabi": oa4"nii dor"a$ s3
8i r"c$1"r"2" Oin!"stiii"O. Confict$ f$s"s" d"canat. S=a 8nc"rcat tot$i o stin5"r" a
ac"st$ia 1rin a1ariia a t""!i2or a Ioan"i Maria Vas car" 8nc"rca s3 inist"asc3 1o1$aia:
OFond$ "ra si5$r i toat" $nit3i" 1$t"a$ fi r3sc$413rat": ic&iditat"a "ra 1"rf"ct3O. D$13 do$3
2i"* ti41 8n car" oa4"nii a$ 8nc"1$t s3 s" ca4"2"* confict$ a r"8nc"1$t c$ o int"sitat" i 4ai
4ar". Ioana Maria Vas a f$5it din ar3. Est" in$ti d" r"a4intit "!o$ia $t"rioar3 a
"!"ni4"nt"or* 2!on$ri" car" a$ circ$at 8n toat3 ac"ast3 1"rioad3 i car" a$ a!$t $n "f"ct
"#tr"4 as$1ra 1o1$ai"i* fiind trans4is" c&iar 1rin int"r4"di$ t" " !i2i$nior car" c$ c:t"!a
2i" 8naint" trans4it"a$ s1ot$ri 1$bicitar" c$ FNI....nc3 o dat3 ro4:nii a$ dor4it initii i a$
a!$t 1art" d" o tr"2ir" !io"nt3 dintr=$n !is at:t d" Ofr$4osO.
Foart" 4$t" dintr" 8ntr"1rind"ri" i fir4"" d" stat* din ca$2a int"r"s"or indi!id$a"
a" c"or car" " cond$c"a$ 6int"r"s" d" 84bo53ir" ra1id3 i consist"nt37 i car" n$
cor"s1$nd"a$ c$ int"r"s"" 5"n"ra" a" fir4"or 6for4at" i din int"r"s"" indi!id$a" a"
an5a9aior7 a$ a9$ns 8n star" d" fai4"nt. Confict"" a$ fost n$4"roas" iar for4"" d"
4anif"star" a ac"stora a$ fost n$ d" 1$in" ori "#tr"4": boc3ri d" dr$4$ri* oa4"nii car"
a4"nina$ ca 8i da$ foc* sin$ci5ai 1" 4acara"* 5r"!a foa4"i* c3diri d"!astat" "tc. Ar 1$t"a
"#ista tot$i o "#1icai" 1"ntr$ ac"st ir d" confict": 8nc"rcar"a d" constr$ir" a $n$i ca1itais4
c$ r"s$rs" $4an" 8n!"c&it" sa$ n"ada1tat" noior condiii i c&iar 8n abs"na r"s$rs"or "!id"nt
n"c"sar" 1"ntr$ noi" caract"ristici a" "cono4i"i ro4:n"ti. Sc&i4b3ri" at:t d" n"c"sar" 8n
ac"ti ani a$ 8nt:r2iat s3 fi" r"ai2at"* c$nosc$t3 fiind r"tic"na 1o1$ai"i d" a acc"1ta noi
condiii i noi r"aii socia". .n ac"st ca2 f$nciona t"a4a d" no$* t"a4a fa3 d" sit$aii" d"
inc"rtit$din". Din 13cat" 1$t"4 afir4a c3 dicton$ OLa !r"4$ri noi* oa4"ni noiO a fost
transfor4at c$ s$cc"s 8n OLa !r"4$ri noi* tot noiO. Un at 4oti! =a constit$it i1sa d"
"#1"ri"n3 8n 5"stionar"a confict"or i cri2"or toc4ai a c"or car" s" 1r"s$1$n"a c3 tr"b$i" s3
ti" s3 trat"2" astf" d" 1rob"4". N"4$$4iri" saariaior a$ a!$t 8n n"n$43rat" r:nd$ri
ac""ai r"2o!ar": $tii2ar"a fond$rior d" in!"stiii i d" a4orti2ar"* 1"ntr$ cr"t"r"a saariior*
contractar"a $nor cr"dit" bancar" c$ dob:n2i ridicat" 1"ntr$ 1ata saariior "tc.
2.2.2. Surse de conflict
D"i n$ a fost "#1icit 4"nionat* 8n r:nd$ri" d" 4ai s$s a$ fost tot$i 1r"2"ntat" $n""
s$rs" d" confict. .n f$nci" d" ni!"$ a car" a1ar* ac"st"a 1ot fi casificat" 8n do$3 ti1$ri:
S S$rs" 5"n"ra"<
S S$rs" s1"cific"<
S$rs" 5"n"ra". Una dintr" s$rs"" 5"n"ra" d" confict o r"1r"2int3 birocraia* fi"
nor4a3* fi" "#c"si!3* 4anif"stat3 1rin "#ist"na $n$i n$43r 1r"a 4ar" d" r"5$i i 1roc"d$ri
at:t a ni!" d" fir43 dar i a ni!"$ soci"t3ii 8n 5"n"ra. Din 1$nct d" !"d"r" t"or"tic*
birocraia r"1r"2int3 ac"a str$ct$r3 din cadr$ $n"i or5ani2aii car" 8nd"1in"t" 6a7 f$ncia d"
coordonar" a acti!it3ior i 6b7 c"a d" contro a c"or car" "f"ct$"a23 ac"st" acti!it3i.
''
Din
1$nct d" !"d"r" a "cono4i"i 1oitic"* birocraia r"1r"2int3 o Oi"rar&i" ad4inistrati!3 finanat3
1rin s$b!"nii 8ntr=o 43s$r3 4ai 4ar" d"c:t 1rin !:n2ar"a 1rod$s"or sa" 1" 1ia3O
'0
. Ac"st"
fond$ri s$bstania" n"c"sar" s$sin"rii $n$i astf" d" a1arat s" obin at:t 1rin contrib$ii
!o$ntar" c:t i 1rin ta#" obi5atorii.
D$13 c$4 afir4a Q""t&a4* Obirocraii" r"$"sc s3 co4bin" do$3 as1"ct" n"5ati!"
a1ar"nt contradictorii: indo"na cronic3 i cr"t"r"a n$43r$$i d" 1ost$ri 6...7 Dac3 sco1$
birocrai"i "st" c" d" a s"r!i dir"ct 1$bic$* n$ !a "#ista nici o 1r"si$n" "#"rcitat3 d" 1ia3
1"ntr$ a asi5$ra satisfac"r"a cons$4atorior< ci"nii birocraiior s$nt d"1"nd"ni d" ac"st"a* "i
n$=i 1ot $a c"" d" tr"b$in3 din at3 1art". .n abs"na $nor astf" d" sanci$ni sa$ sti4$"nt"
"#t"rn"* birocraii" tind s3 8i d"s"r!"asc3 4ai d"5rab3 1" c"i car" $cr"a23 8n cadr$ or 4ai
d"5rab3 d"c:t 1" ci"nii 8n a c3ror b"n"fici$ s" 1r"s$1$n" c3 "" "#ist3.O
';
R"5$i" i
1roc"d$ri" a4intit" 4ai s$s cr""a23 tot$i $n c"rc !icios. Li1sa or d"t"r4in3 o i1s3 d"
or5ani2ar"* iar "#ist"na or 8ntr=$n n$43r r"ati! ridicat cond$c" a o 4"canici2ar" "#a5"rat3 a
acti!it3ior: Ac"ast3 4"canici2ar"* din 1$nct d" !"d"r" a co4$nic3rii* d"t"r4in3 $n 1roc"s
forat i t"&nicist* 1art"a 1"rsona3* in!"nti!itat"a fiind 4ini4i2at"* d"t"r4in:nd astf" a1ariia
fr$str3rii 8n r:nd$ 1o1$ai"i i a an5a9aior.
Din cat"5oria s$rs"or 5"n"ra" fac 1art" i b:rf"" i 2!on$ri". Ac"st"a tr"b$i" $at" 8n
cac$ at:ta !r"4" c:t d"fini4 or5ani2aii" sa$ soci"tat"a 8n 5"n"ra ca fiind o co4binai" d"
r"aii for4a" i non=for4a".
A1ic:nd 4od""" d" co4$nicar" 1r"2"ntat" 8n Ca1ito$ '* 1$t"4 s$sin" c3 8n
r"aitat"* cana"" d" trans4it"r" a b:rf"or i 2!on$rior s$nt r"1r"2"ntat" 1rin f"no4"n$
c$nosc$t s$b n$4"" d" Oradio=anO. Ac"sta constit$i" o 8ntr"a53 r""a d" co4$nicar"* c$ $n
5rad 8nat d" i41r"ci2i" i car" f$ncion"a23 1"ntr$ s$1i4"ntar"a infor4aiior trans4is" 1rin
int"r4"di$ cana"or for4a" d" co4$nicar". Afir4aia $i McM$ai* confor4 c3r"ia O"#ist"na
f"no4"n$$i radio=an r"f"ct3 inad"c!ar"a cana"or for4a" a n"!oi" d" co4$nicar" a"
4"4brior $n"i or5ani2aiiO
'?
"st" 8ntr=o oar"car" 43s$r3 i41r"cis3. N$ i1sa cana"or for4a"
11 Q""t&a4* D.* Qirocraia* Ed. D$StL"* Q$c$r"ti* 'NNP* 11.N='C.
12 Id"4* 1. D0
13 Ibid"4*11. D0=D;.
14 McM$ai* D.* Co4$nicar"a* Instit$t$ E$ro1"an* Iai* 'NNN* 11. ''B=''P.
ad"c!at" d"t"r4in3 a1ariia cana"or infor4a"* ci dorina fir"asc3 a oa4"nior d" a=i constr$i
1ro1rii" c3i d" co4$nicar" a1ro1iat" d" f"$ or d" a fi i car" " conf"r3 o $$rin3 i $n
confort ridicat 8n sc&i4b$ d" infor4aii 64ai 4$t sa$ 4ai 1$in r"a"7 c$ c"iai 1artici1ani
a 1roc"s$ d" co4$nicar". .n r"aitat"* in"fici"na cana"or for4a" d" co4$nicar" d"t"r4in3
a1ariia si $tii2ar"a ac"stor cana" non=for4a".
.n inii 4ari* b:rf"" i 2!on$ri" r"1r"2int3 factori d" instabiitat" a ni!" d" or5ani2ai"
sa$ a ni!" d" 5r$1* co4$nitat"* 4"di$ sa$ trans4"di$.
Prob"4a car" s" 1$n" 8n ca2$ b:rf"or "st" ac""a a id"ntific3rii or i a distin5"rii or
fa3 d" at" for4" d" disc$ii. Und" s" sit$"a23 i4ita dintr" disc$ii d"s1r" 1"rsoan" i sit$aii
1" d" o 1art"* i b:rf" 8n ad"!3rat$ s"ns a c$!:nt$$i* 1" d" at3 1art"T R"for4$at3*
8ntr"bar"a ar 1$t"a s$na: OUnd" s" t"r4in3 $n"" i $nd" 8nc"1 c""at"TO. .n ac"ast3 sit$ai"*
oric" si413 disc$i" 1oat" fi int"r1r"tat3 sa$ !32$t3 ca b:rfa. .n oric" ca2* b:rfa ar" o 1$t"r"
d"str$cti!3 1rin fa1t$ c3 841i"dic3 d"2!otar"a $nor r"aii int"r$4an" 8n 4od fir"sc i 1rin
ac""a c3 d$c" a cr"ar"a d" id"i 1r"conc"1$t" sa$ a sc&i4bar"a $nor 13r"ri strict s$bi"cti!"
as$1ra $nor 1"rsoan" sa$ sit$aii.
Din 1$nct$ d" !"d"r" a co4$nic3rii* 2!on$ri" r"1r"2int3 infor4aii s1ontan" car" a$ o
trai"ctori" !"rtica3. At:t fir4"" c:t i co4$nit3i"* 8ntr$c:t 1ot fi consid"rat" "ntit3i socia"*
8i constr$i"sc 1ro1rii" r""" d" co4$nicar" for4a" dar i infor4a". .n 4o4"nt$ 8n car"
r"""" for4a" n$ 8i 8nd"1in"sc ro$ d" infor4ar" s$fici"nt3* cana"" infor4a" s" "#tind i
1ro1a53 2!on$ri car" s" s$bstit$i" infor4aiior obi"cti!". O.ntr=o 4ani"r3 d" a !"d"a $cr$ri"
s" 1roi"ct"a23 o 4ani"r3 d" a fiO* s$sin" R"an D"aL. %i n$ 1oat" fi d"c:t ad"!3rat c3
1ro1a5ar"a $n"i fas" id"i r"1r"2int3 o 4odaitat" ca oricar" ata d" "#1ri4ar"* o t"ntati!3 d"
"#1icar"* ba c&iar d" cr"ar" a $n$i "!"ni4"nt.
Ar fi o i41r$d"n3 1"ntr$ oric" 1"rsoan3 car" ar" o an$4it3 a$toritat" sa$ 1$t"r" d"
d"ci2i" i a" c3r"i d"ci2ii d"1ind i d" $n"" r"ait3i s$bi"cti!" constr$it" d" c"i car"
!"&ic$"a23 2!on$ri* s3 n$ a1"c" $r"c&"a a ac"st" 4odait3i infor4a" d" co4$nicar". Prin
anai2ar"a ac"stora sa$* 4ai indicat* 1rin 8ncr"dinar"a or s1r" anai2ar" d" c3tr" cin"!a din
"#t"rior$ or5ani2ai"i* 1"rsoana d"cid"nt3 !a d"sco1"ri 8n ac"st" Obr$ia9" "#t"rioar"O
infor4aii r""!ant" 1"ntr$ d"sco1"rir"a i 8n""5"r"a ci4at$$i co4$nit3ii sa$ or5ani2ai"i
r"s1"cti!". Astf" !or fi c$nosc$t" r"acii" 4"4brior or5ani2ai"i a d"ci2ii" $at" sa$ a
infor4aii" car" s$nt trans4is" c3tr" ac"tia 62!on$ri" a$ i o !aoar" consid"rabi3 d"
f""dbac>7* 1"rc"1:nd astf" as1iraii"* fr$str3ri" sa$ n"4$$4iri" 4"4brior. Atf" s1$s* 8n
oc s3 s" o1r"asc3 a as1"ct$ 9"nant a 2!on$rior* ar tr"b$i s3 "#ist" $n an$4it int"r"s 8n
"#tra5"r"a s"ns$rior din car" s=ar 1$t"a afa infor4aii int"r"sant".
La ni!" 4icro* d" fir43* 2!on$ri" s$nt inconti"nt"* n"$r43rind$=s" n"a13rat atin5"r"a
$n$i an$4it obi"cti!. .n sc&i4b* 1rin int"r4"di$ b:rf"or s" $r43r"t" si "!"nt$a r"$"t"
discr"ditar"a $nor 1"rsoan"* cr"r"a $nor i4a5ini d"for4at" as$1ra $nor sit$aii sa$ 1"rsoan"
sa$ 1"tr"c"r"a ti41$$i ib"r* a o i5ar3 sa$ caf"$3* 8n co$ str32ii sa$ ori$nd" "2ist3
1osibiitat"a d" a Oco4"nta $ti4"" no$t3iO.
U!on$ri" 1ot fi i conti"nt" i 1ot circ$a i 1rin int"r4"di$ $nor cana" oficia"*
instit$ionai2at"* fiind ansat" int"nionat 1"ntr$ 4ani1$ar"a 1o1$ai"i. E#ist3 n$4"roas"
ca2$ri 8n car" 2!on$ri !"&ic$at" 8n 1r"sa a$dio!i2$a3 sa$ scris3 a$ d"t"r4inat confict" a
ni!" d" 5r$1 sa$ co4$nit3i. /ot a ni!" d" 4ass=4"dia 4ai s$nt !"&ic$at" i tiri
n"controat" c$ !aoar" d" 2!on$ri inconti"nt". Ef"ct"" n$ 1ot fi d"c:t n"5ati!" i 8n ac"st"
sit$aii.
U!on$ri" s" caract"ri2"a23 1rin s1ontan"itat"* 1ro41tit$din"* i41ro!i2ai" i i1s3 d"
in"aritat". S&ib$tani d"fin"a 2!on$ri" dr"1t Oo for43 r"c$r"nt3 d" co4$nicar"* 1rin car"
1"rsoan" s$r1rins" 8ntr=o sit$ai" a4bi5$3 8nc"arc3 s3=i d"a o int"r1r"tar" car" s3 aib3 s"ns*
"#1oat:nd$=i r"s$rs"" int""ct$a"O.
'D
.n o1inia ac"st$ia* c&"ia 2!on$$i o r"1r"2int3 sit$aia
i n$ s"4nificaia 4"sa9$$i car" " trans4is. Ac"ast3 afir4ai" "st" s$sin$t3 1rin fa1t$ c3
sit$aii" d" cri23 cr""a23 an#i"tat" i inc"rtit$din"* fiind ad"s"a aco41aniat" d" o distr$5"r"
t"41orar3 a cana"or d" co4$nicar". E#"41"or $tii2at" d" S&ib$tani = c$tr"4$r$ d" a San
Francisco* "#1o2ia d" a -aifa# 8n 'N'B* ansar"a bo4b"i ato4ic" a -iros&i4a =i s" 1ot
ad3$5a i at"" 4$t 4ai r"c"nt": "!"ni4"nt"" din E$ro1a d" Est i C&ina din 'NPN* atac$ din
'' s"1t"4bri" 0CC' din SUA* "!"ni4"nt"" din R$sia din octo4bri" 0CC0 "tc. C$ toat" c3
ac"st" "!"ni4"nt" n$ a$ fost 8nsoit" d" o distr$5"r" "f"cti!3 a cana"or d" co4$nicar"* a$
cr"at ac"a star" car" fa!ori2"a23 nat"r"a i r3s1:ndir"a 2!on$rior.
Una dintr" c3i" d" so$ionar" a t"nsi$nior o r"1r"2int3 dis1onibiitat"a trans4it"rii
$nor tiri ri5$roas" car" s3 n$ as" oc d" int"r1r"t3ri s$bi"cti!" i d" constr$cii id"atic" c$
!aoar" d" 2!on$ri.
S$rs" s1"cific". Princi1aa s$rsa s1"cific3 d" confict o r"1r"2int3 str$ct$ra or5ani2ai"i*
co4$nit3ii sa$ 4"di$$i s$1$s anai2"i. Str$ct$ra 1oat" fi d"finit3 ca fiind $n sist"4 d" r"aii
car" "#ist3 8ntr" dif"rit" ""4"nt" a" $n"i or5ani2aii i car" "#1ri43 ra1ort$ri d" s$bordonar"*
coordonar"* co4$nicar" i contro. La ni!" d" fir43* str$ct$ra "st" r"1r"2"ntat3 1rin
int"r4"di$ or5ani5ra4"or* ac"st"a fiind 8nsoit" d" d"scri"ri" 1ost$rior "#ist"nt". La ni!"
d" trans4"di$* str$ct$ra 1oat" fi r"1r"2"ntat3 1rintr=o or5ani5ra43 instit$iona3* "#1ri4:nd
r"aii" d" dif"rit" ti1$ri car" s" stabi"sc 8ntr" or5ani2aii"* instit$ii" i co4$nit3i"
co41on"nt".
P"c:nd d" a 1r"4i2a c3 s$bi"cti!itat"a 1artici1anior a 1roc"s$ co4$nicaiona "st" o
15 S&ib$tani* A.* I41ro!is"d N"Ks* Qobbs=M"rri* 'NFF* 1. 'B
caract"ristic3 nor4a3 i car" s" 4anif"st3 8n 4a9oritat"a ca2$rior* iar fi"car" 1artici1ant
constit$i" $n r""$ car" distorsion"a23 4"sa9"" trans4is"* 1$t"4 tra5" conc$2ia c3 o
or5ani2ai"* c$ c:t "st" 4ai 4ar"* c$ at:t "st" 4ai s$1$s3 a1arii"i i 4anif"st3rii $nor confict"
d" nat$r3 di!"rs3* r"2$t:nd 8n $r4a int"raci$nii dintr" indi!i2i. /ot$i* ac"st n"a9$ns 1oat" fi
d"13it 1rintr=o "d$car" cor"s1$n23toar" a 4"4brior* ac"tia 8n!3:nd s3 r"s1"ct" r"5$i" i
1roc"d$ri" stabiit" 8n cadr$ or5ani2ai"i i car" s=a$ do!"dit a a!"a o inf$"n3 1o2iti!3
as$1ra acti!it3ii d" ansa4b$ a ac"st"ia.
.n c"" c" $r4"a23 n" !o4 o1ri as$1ra s$rs"or confict$a" car" r"2id3 8n $r4a
ado1t3rii $n"i an$4it" str$ct$ri d" f$ncionar" a fir4"or sa$ or5ani2aiior 8n 5"n"ra.
D$13 c$4 s" 1r"2int3 8n Fi5. ;.;* "#ist3 tr"i s$rs" str$ct$ra" car" 1ot d"t"r4ina a1ariia
i 4anif"star"a confict"or n"5ati!":
S Dif"r"ni"r"a<
S Int"rd"1"nd"na<
S Aocar"a r"s$rs"or.
C"i tr"i factori n$ s$nt s$sc"1tibii a ca$2a $n confict notabi 8n sit$aia 4anif"st3rii or
ind"1"nd"nt". .n sc&i4b* 8n 4o4"nt$ 8n car" aci$ni" c"or tr"i factori s" s$1ra1$n* at$nci
c:nd ac"ti factori o1"r"a23 conco4it"nt* confict$ "st" in"!itabi. C$ toat" ac"st"a* c"" tr"i
s$rs" str$ct$ra" 1ot cr"a $n 1ot"nia 1"ntr$ d"canar"a confict"or 1o2iti!" 8n sit$aia 8n
car" s$nt 5"stionai 8ntr=o 4ani"r3 cor"s1$n23toar".
Dif"r"ni"r"a. Dif"r"n"" dintr" di!"rs"" co41on"nt" a" $n"i or5ani2aii a1ar 8n 4od
nat$ra at$nci c:nd sarcini" 5"n"ra" s$nt s$1$s" s1"ciai23rii. Ac"ast3 di!i2i$n" a 4$ncii
1"r4it" oa4"nior s3 $cr"2" 1" d" o 1art" 8n cadr$ 5"n"ra a or5ani2ai"i* contrib$ind a
atin5"r"a obi"cti!"or ac"st"ia* iar 1" d" at3 1art" s3 a1ic" c$notin"" s1"ciai2at" 1"ntr$
atin5"r"a $nor obi"cti!" int"r4"diar" s1"cific". Dr"1t r"2$tat* 4"4brii $n"i or5ani2aii
d"sf3oar3 acti!it3i consid"rabi dif"rit" 8n an$4it" s$bstr$ct$ri fa3 d" c"iai 4"4bri ai
or5ani2ai"i car" s$nt ocai2ai 8n at" s$bstr$ct$ri. Ac"tia $tii2"a23 4"tod" d" $cr$ dif"rit"*
int"racion"a23 c$ 1"rsoan" dif"rit"* s" b$c$r3 d" o 1r"53tir" i "d$car" dif"rit"* 5:nd"sc i
acion"a23 8n 4ani"r" dif"rit". /oat" ac"st" dif"r"n" s$nt dorit"* a1ro1riat"* n"c"sar" i
int"nionat co4binat" 1"ntr$ $n 8nr"5istrar"a $n$i 1ot"nia s$cc"s. C$ toat" ac"st"a*
dif"r"ni"r"a cr""a23 d"st$" dific$t3i 8ntr" s$bstr$ct$ri" $n"i or5ani2aii. Dif"r"ni"ri"
s$bstr$ct$ra" 8ns"a4n3 8n 4a9oritat"a ca2$rior 4ai 1$in3 to"ran3 i si41ati" 1"ntr$
1rob"4"" c$ car" s" confr$nt3 c""at" s$bstr$ct$ri.
Dif"r"ni"r"a transfor43 co4$nicar"a 8ntr=o 1rob"43* 1rin cr"ar"a i d"2!otar"a $n"i
id"ntit3i s$bstr$ct$ra" i 1rin cr"ar"a $n$i 9ar5on car" n$ 1oat" fi 8n""s d" 4"4brii
c"orat" s$bstr$ct$ri.
'F
Dif"r"ni"ri" constit$i" $n 1ot"nia 1"ntr$ confict 8n s1"cia datorit3
fa1t$$i c3 s1"ciaitii s$nt 5r$1ai 8n s$bstr$ct$ri distinct" 8n cadr$ or5ani2aiior* iar
s"1arar"a fi2ic3* distanar"a ac"stor s$bstr$ct$ri contrib$i" a ad:ncir"a dif"r"ni"rii.
Di4"nsi$ni" dif"r"ni"rii. .n it"rat$ra d" s1"ciaitat" a$ fost foosit" n$4"roas"
caract"ristici 1"ntr$ d"scri"r"a dif"r"ni"rior int"rd"1arta4"nta". .ntr=$n st$di$ "aborat d"
Pa$ LaKr"nc" i RaL Lorsc& d" a -ar!ard Uni!"rsitL
'B
* a$ fost id"ntificat" 1atr$ 4od$ri 8n
car" s$bstr$ct$ri" dif"r3 $n"" d" c""at":
6a7 ori"ntar"a obi"cti!"or 6d" "#: !o$4$ !:n23rior* cost$ri d" 1rod$ci"*
ino!ai" "tc7<
6b7 ori"ntar"a t"41ora3 6t"r4"n sc$rt* 4"di$ sa$ $n57<
6c7 ori"ntar"a int"r1r"sona3 6r"aii strict" d" 4$nc3 sa$ int"r1"rsona"7<
6d7 for4ai2ar"a str$ct$rii 64"canicist3 sa$ or5anic37.
S1r" "#"41$* $n d"1arta4"nt d" 4ar>"tin5 1oat" a!"a ca obi"cti! cr"t"r"a !o$4$$i
!:n23rior* 1" t"r4"n $n5* i acion"a23 ca o str$ct$r3 or5anic3 car" 1$n" acc"nt$ 1" r"aii
int"r1"rsona" str:ns". .n sc&i4b* 1"ntr$ d"1arta4"nt$ d" 1rod$ci" a ac""iai or5ani2aii:
obi"cti!$ 1rinci1a 8 r"1r"2int3 "fici"na cost$rior 1" t"r4"n sc$rt* 4"nin"r"a $n"i str$ct$ri
4"canicist" i d"2!otar"a $nor r"aii strict" d" 4$nc3. Ac"st" dif"r"n" s$nt 1r"2"ntat" 8n
tab"$ d" 4ai 9os. Caract"r$ i ci4at$ fi"c3r$i d"1arta4"nt 1ot fi cor"ct" 1"ntr$
d"sf3$rar"a 1ro1riior acti!it3i* dar dif"r"n"" dintr" c"" do$3 d"1arta4"nt" cr""a23 $n
1ot"nia consid"rabi 1"ntr$ confict.
1%)% 0#-'&'"*#'&## M%&4'.#"( P&o0!$*#'
Ori"ntar"a obi"cti!"or Vo$4$ !:n23rior Efic"na cost$rior
Ori"ntar"a t"41ora3 /"r4"n $n5 /"r4"n sc$rt
Ori"ntar"a int"r1"rsona3 R"aii int"r1"rsona" str:ns" R"aii strict" d" 4$nc3
Str$ct$ra Or5anic3 M"canicist3
.n o1inia c"or doi* dif"r"ni"r"a inc$d" at:t as1"ct"" "5at" d" str$ct$r3 i or5ani2ar"
c:t i 1" c"" r"f"ritoar" a caract"ristici" indi!id$a" a" 1"rsoan"or i41icat". .ntr=ad"!3r*
8ntr" c"" do$3 as1"ct" "#ist3 o "53t$r3 foart" str:ns3* 8ntr$c:t Os" 1r"s$1$n" c3 ori"nt3ri"
1si&oo5ic" a" 4"4brior $n$i d"1arta4"nt s$nt inf$"nat" d" sarcini" i str$ct$ri" "#ist"nt"
8n r"s1"cti!"" d"1arta4"nt"O.
'P
Conco4it"nt c$ !aiditat"a conc"1t$$i d" confict d"
1"rsonaitat" s" 1oat" afir4a c3 1"rsonait3i" tind s3 cor"s1$nda d"1arta4"nt"or din car"
ac"st"a fac 1art". Anai2"" car" !i2"a23 confict"" doar din 1ris4a 1"rsonait3ii 13rior s$nt
inco41"t" at:t !r"4" c:t n$ ia$ 8n cac$ i dif"r"ni"ri" d"1arta4"nta".
Ori5ini" dif"r"ni"rior. Una dintr" ori5ini o constit$i" n$43r$ dif"rit"or d"1arta4"nt"
16 Est" $or d" i4a5inat o sit$ai" 8n car" $n anaist "cono4ic a1ar" a t""!i2or i "#1ic3 di!"rs"or cat"5orii d"
t""s1"ctatori O"f"ct"" 4onitori23rii i41"4"nt3rii strat"5iior i41$s" d" FMI 8n confor4itat" c$ 1r"!"d"ri"
acord$$i stand=bLO.
17 LaKr"nc"* P.R.* and Lorsc&* R.@.* Or5ani2ation and En!iron4"nt Mana5in5 Diff"r"ntiation and
Int"5ration* -ar!ard Uni!"rsitL* Qoston* 'NFB* 11. N='C.
18 Jat2* D.* and Ja&n* R.L.* /&" Socia PsLc&oo5L of Or5ani2ations* 0
nd
Ed.* Ro&n @i"L V Sons* N"K Wor>* 'NBP* 1. 0?P.
8n cadr$ $n"i or5ani2aii* n$43r car" "st" 1aria af"ctat d" di4"nsi$n"a or5ani2ai"i i d"
di!"rsitat"a contact"or "#t"rn" stabiit" d" c3tr" ac"st"a. Astf" "#ist3 o str:ns3 r"ai" 8ntr"
contact"" "#t"rn" car" s" stabi"sc i obi"cti!"" fi"c3r$i d"1arta4"nt 8n 1art". Ac"ast3 r"ai"
cond$c" a a1ariia $nor dif"r"ni"ri car" d"t"r4in3 confict" casic" 8n afac"ri. .n Fi5. ;.? s$nt
1r"2"ntat" do$3 astf" d" d"1arta4"nt"* a1ro!i2ionar" i 4ar>"tin5 car" O8ncon9oar3O
d"1arta4"nt$ d" 1rod$ci". Fi"car" dintr" d"1arta4"nt" ar" at:t sarcini dif"rit" c:t i contact"
"#t"rn" dif"rit". Inf$"n"" "#t"rn" as$1ra acti!it3ior fi"c3r$i d"1arta4"nt s$nt "sn" d"
id"ntificat. Cons"cin"" ac"st"i str$ct$ri r"1r"2int3 $n 1ot"nia consid"rabi 1"ntr$
d"canar"a $nor confict" 8ntr" a1ro!i2ionar" i 1rod$ci" 1" d" o 1art" i 8ntr" 1rod$ci" i
4ar>"tin5 1" d" at3 1art".
Fi5$ra ;.? = Contact" "#t"rn" i inf$"n" a" 4"diior "#t"rioar" as$1ra d"1arta4"nt"or
.n conc$2i"* d"1arta4"nt"" s$nt astf" conc"1$t" 8nc:t s3 1oat3 d"sf3$ra dif"rit""
acti!it3i n"c"sar" or5ani2aiior i s3 1oat3 fac" fa3 5rad$$i d" inc"rtit$din" asociat fi"c3r"ia
dintr" acti!it3i. Cons"cin"" ac"stor aci$ni s" concr"ti2"a23 8n dif"r"ni"ri 8ntr" d"1arta4"nt"
i 8ntr=$n 1ot"nia 4ai ridicat 1"ntr$ a1ariia i 4anif"star"a $nor confict". C$ toat" ac"st"a*
5rad$ ridicat d" dif"r"ni"r" "st" ins$fici"nt 1"ntr$ d"canar"a $n$i confict consid"rabi. .n
4o4"nt$ 8n car" dif"r"ni"r"a "st" co4binat3 8ntr=o 43s$r3 8ns"4nat3 c$ int"rd"1"nd"na*
1ot"nia$ 1"ntr$ confict cr"t" s"4nificati!.
Int"rd"1"nd"na. Dac3 oa4"nii n$ ar tr"b$i s3 $cr"2" 841r"$n3* confict"" ar 1$t"a fi
"!itat" n$4ai 1rin acc"1tar"a dif"r"n"or i ado1tar"a $n"i atit$dini d" co41ro4is. C$ toat"
ac"st"a* "st" difici d" cr"at i 4"nin$t as"4"n"a atit$dini at$nci c:nd d"1arta4"nt"" s$nt
int"rd"1"nd"nt". Int"rd"1"nd"na acti!it3ior r"1r"2int3 o s$rs3 i41ortant3 d" confict
d"oar"c" cr""a23 o1ort$nit3i 1"ntr$ 4anif"star"a $nor int"rf"r"n" i boc3rii $nor obi"cti!"*
car" atf" n$ ar "#ista.
.n 5"n"ra* c$ c:t int"rd"1"nd"na "st" 4ai acc"nt$at3 8ntr" 5r$1$ri* c$ at:t "#ist3 $n
1ot"nia 4ai ridicat 1"ntr$ a1ariia $nor confict". P$t"4 id"ntifica 1atr$ ti1$ri d"
int"rd"1"nd"n3 car" !aria23 d" a $n ni!" r"ati! r"d$s a $n$ int"ns a ac"st"ia. Ac"st"a
s$nt:
6a7 int"rd"1"nd"na conc"ntrat3<
6b7 int"rd"1"nd"na s"c!"nia3<
6c7 int"rd"1"nd"na r"ci1roc3<
6d7 int"rd"1"nd"na d" "c&i13.
'N
N"c"sitat"a d" coordonar" "st" !ariabi3 8n f$nci" d" ti1$ d" int"rd"1"nd"n3 "#ist"nt*
"a fiind c"a 4ai r"d$s3 8n ca2$ a7 i "!o$:nd 8ntr=o 4ani"r3 cr"sc3toar" c3tr" d7* $nd" atin5"
ni!"$ c" 4ai ridicat.
0C
Confict"" a1ar at$nci c:nd 4"canis4"" d" coordonar" d"!in
t"nsionat" i "$"a23 8n atin5"r"a 5rad$$i d" coo1"rar" n"c"sar or5ani2ai"i. .n Fi5. ;.D s$nt
1r"2"ntat" dif"rit"" ti1$ri d" int"rd"1"nd"n3 1r"c$4 i 4odait3i" d" coordonar" asociat"
fi"c3r$ia dintr" ac"st"a.
19 /&o41son* R.D.* Or5ani2ations in Actions* Mc,raK=-i* 'NFB* 11. D'=FD i Van d" V"n* -.* D"b"cX A.*L.* and
Jo"ni5* Rr.* R.* D"t"r4inants of Coordination Mod"s @it&in Or5ani2ations* A4"rican So5ioocia R"!i"K* ?'
6'NBF7* 11. ;00=;;P.
20 C&"n5.* R.*L.C.* Int"rd"1"nd"nc" and Coordination 8n Or5ani2ations: A Ro"=SLst"4 AnaLsis* 8n Acad"4L of
Mana5"4"nt Ro$rna* 0F 6'NP;7* 11. 'DF='F0.
Fi5$ra ;.D = /i1$ri d" int"rd"1"nd"n3 i 4odait3i d" coordonar"
Int"rd"1"nd"na conc"ntrat3. Pri4$ ti1 d" int"rd"1"nd"n3 i41ic3 $n contact dir"ct
4ini4 8ntr" d"1arta4"nt". Ac"asta "st" sit$aia 8n car" Ofi"car" 1art" contrib$i" 8ntr=o 4ani"r3
Odiscr"t3O a acti!itat"a 8ntr"5$$i* iar ac"sta s$sin" a r:nd$=i fi"car" 1art".O
0'
D" "#"41$*
d"i s$c$rsa"" oca" a" $n"i b3nci 8ns"4nat" d"1ind $n"" d" at"" 8n d"sf3$rar"a "fici"nt3
a acti!it3ior i contrib$i" a r"ai2ar"a 1rofit$$i tota* ac"st"a s$nt r"ati! ind"1"nd"nt" 8n
c""a c" 1ri!"t" f$#$ d" 4$nc3 dintr" "". Princi1aa 1rob"43 car" a1ar" 8n ca2$
int"rd"1"nd"n"i conc"ntrat" o r"1r"2int3 standardi2ar"a s"r!iciior of"rit" d" c3tr" s$c$rsa"*
s$b5r$1$ri sa$ d"1arta4"nt" i cr"ar"a i 4"nin"r"a $n"i id"ntit3i $nitar" a fir4"i 8n
ansa4b$. Ac"asta 1"r4it" 1$bicit3ii d"sf3$rat" s3 r"$n"asc3 i s3 r3s1$nd3 8n ac"ai 4od
at"1t3rior ci"nior 8n c""a c" 1ri!"t" 1rod$s"" i s"r!icii" of"rit". Un b$n "#"41$ 1"ntr$
ac"st ca2 8 r"1r"2int3 Or"sta$rant""O McDonadYs i Q$r5"r Jin5 car" soicit3 t$t$ror $nit3ior
din toat" 3ri" 8n car" s$nt 1r"2"nt"* s3 acion"2" 8n ac""ai 4ani"r3 i s3 of"r" ac""ai caitat"
a 1rod$s"or.
.n str$ct$ri" 8n car" "#ist3 int"rd"1"nd"n3 conc"ntrat3* coordonar"a s" r"ai2"a23 c"
4ai ad"s"a 1rin foosir"a t"&nicior birocratic". Standardi2ar"a 1rin r"5$i* s$1ra!"5&"r"a
dir"ct3 1"ntr$ asi5$rar"a confor4it3ii i 1ro5ra4" d" instr$ir" i for4ar"* toat" ac"st"a a$ ca
obi"cti! 4"nin"r"a $nit3ii 8n r"1r"2"ntar"* 4anif"star" i caitat" 8n s$c$rsa". Acord$ri" d"
frani2ar" 8n ind$stria &ot"i"r3 i c"a a r"sta$rant"or s$nt $tii2at" 1" scar3 ar53 i 8ntr=o
4ani"r3 d"taiat3* stabiind$=s" 1rin ac"st"a n$4"roas" r"5$i* r"5$a4"nt" i 1roc"d$ri 1"ntr$
d"sf3$rar"a o1"rai$nior. .n 1ara" c$ ac"st"a s" acord3 o at"ni" r"d$s3 r"aiior dintr"
r"sta$rant"" sa$ &ot"$ri" car" fac 1art" din an 8ntr$c:t int"rd"1"nd"na ac"stora n$ "st"
dir"ct3.
Int"rd"1"nd"na s"c!"nia3. C" d"=a doi"a ti1 d" int"rd"1"nd"n3 cor"s1$nd" $n"i
inii ti1ic" d" asa4bar" sa$ $n$i f$# d" acti!it3i c$ s"ns $nic. .n ac"st ca2 "#ist3 o
d"1"nd"n3 dir"ct3 8ntr" $nit3i sa$ s$b$nit3i* 1$t:nd id"ntifica c$ $$rin3 dir"cia
d"1"nd"n"i dintr" ac"st"a. Ac"st 5rad ridicat d" int"rd"1"nd"n3 constit$i" $n factor fr"c!"nt
d" d"canar" a confict"or. D"1arta4"nt"" d" asa4bar"* s1r" "#"41$* ad"s"a n$ 8i 1ot
d"sf3$ra acti!itat"a datorit3 co41on"nt"or d"f"ct" 1rod$s" sa$ ac&i2iionat" d" c3tr" c""at"
d"1arta4"nt". Astf"* "st" i41osibi 1"ntr$ an5a9aii din d"1arta4"nt$ d" asa4bar" s3
$tii2"2" co41on"nt"" car" a$ fost r"ai2at" 8ntr=o 4ani"r3 d"f"ct$oas3 fi" d" c3tr" co"5ii din
a4ont" sa$ d" fir4"" f$rni2oar". R"s1onsabiit3i" 1"ntr$ 1rod$c"r"a "rorior s$nt ad"s"a
5r"$ d" $r43rit* acti!it3i" din d"1arta4"nt$ d" asa4bar" fiind o1rit" 8n $n"" ca2$ri sa$ 8n
at" ca2$ri* 1i"s"" d"f"ct" fiind $tii2at" 8n ci$da standard"or d" caitat" 1r"!32$t". Ac"asta
a5ra!"a23 confict$ dintr" co41arti4"nt"* inc$2:nd 8n ac"ast3 sit$ai" 1" c"i din a!a car"*
f3r3 s3 ti"* !:nd 1rod$s"" d"f"ct"* "i fiind astf" 1ri4ii car" 1ri4"sc 1:n5"ri din 1art"a
ci"nior.
Modaitat"a d" coordonar" c"a 4ai ad"c!at3 1"ntr$ int"rd"1"nd"na s"c!"nia3 o
r"1r"2int3 1anificar"a i stabiir"a d" 1an$ri 1"ntr$ $nit3i" int"rd"1"nd"nt". Astf" s$nt
$tii2at" obi"cti!" i t"r4"n"* 841r"$n3 c$ r"5$i* r"5"4"nt3ri i standard"* 8ntr$c:t
1ro5ra4"" sa$ 1an$ri" ar 1$t"a asi5$r o an$4it3 f"#ibiitat" 1"ntr$ ada1tar" 8n condiii d"
instabiitat". C$ toat" ac"st"a* int"rd"1"nd"na s"c!"nia3 n"c"sit3 d" as"4"n"a $n 5rad ridicat
d" standardi2ar"* 8ntr$c:t fi"car" o1"rator 8n an$ d" s$b$nit3i 6sa$ s"c!"n"7 tr"b$i" s3 fi"
ca1abi s3 1r"!i2ion"2" r"2$tat"" s$b$nit3ior 1r"c"d"nt". Pro5ra4"" d"!in c$ at:t 4ai
i41ortant" c$ c:t inc"rtit$din"a acti!it3ior "st" 4ai ridicat3 iar standardi2ar"a 4ai difici d"
atins. Coordonar"a ac"stor f$ncii a" int"rd"1"nd"n"i s"c!"nia" n"c"sit3 $n "fort 4ana5"ria
s$bstania i o s"nsibiitat" 4ai acc"nt$at3 a confict"" 1ot"nia" dintr" d"1arta4"nt".
.n r"aitat"* int"rd"1"nd"n3 s"c!"niaa stricta* c$ s"ns $nic "st" d"st$ d" rar3. C&iar i
8n ca2$ iniior ti1ic" d" asa4bar" "#ist3 $n 1ot"nia 1"ntr$ $n f$# c$ d$b$ s"ns a
acti!it3ior. Dac3 d"1arta4"nt"" din a4ont" i!r"a23 c"or din a!a 1i"s" sa$ s$bansa4b"
d"f"ct"* ac"st"a din $r43 " 1ot r"f$2a i tri4it" 8na1oi* d$13 c$4 s=a 8nt:41at 8n "#"41$ d"
4ai s$s. E#ist3 ""4"nt" caract"ristic" 1"ntr$ r"aii" c$ d$b$=s"ns 8n 4a9oritat"a
or5ani2aiior 1r"s$1$s" a fi s"c!"nia int"rd"1"nd"nt". Ac"ast3 d"1"nd"na d$a3 "st"
d"n$4it3 int"rd"1"nd"n3 r"ci1roc3.
Int"rd"1"nd"na r"ci1roc3. D$13 c$4 8i indic3 i n$4""* int"rd"1"nd"na r"ci1roc3 s"
r"f"r3 a sit$aii" 8n car" s$b$nit3i" or5ani2ai"i s$nt f$rni2oar" $n"" atora d" in1$t$ri
1"ntr$ d"sf3$rar"a acti!it3ior caract"ristic". D" "#"41$* o "c&i13 d" 1roc"sar" d" dat"
1ri4"t" O4at"ri" 1ri43O din 1art"a $n$ia sa$ 4ai 4$tor d"1arta4"nt"* $r4:nd s3 "
f$rni2"2" ac"stora dat"" 1roc"sat". S$b$nitat"a acc"1t3 in1$t$ri din 1art"a* i f$rni2"a23 noi
in1$t$ri ac""iai sa$ ac"orai $nit3i or5ani2aiona"* "#ist:nd astf" o r"ai" d$b3. .n 4od
si4iar "#ist3 o r"ai" r"ci1roc3 8ntr" b$c3t3ri" i saon 8n ca2$ r"sta$rant"or. C&"n"rii
1r"2int3 co4"n2i" b$c3tar$$i< b$c3tar$ 8nd"1in"t" co4anda i o trans4it" ci"nt$$i 1rin
int"r4"di$ c&"n"r$$i. Fi"car" d"1arta4"nt 8i 8nd"1in"t" sarcini" 8n 4od ind"1"nd"nt fa3
d" c""at" d"1arta4"nt"* dar acti!it3i" or s$nt int"rd"1"nd"nt".
P"ntr$ coordonar"a $nit3ior r"ci1roc int"rd"1"nd"nt"* 8n afara standardi23rii i
1anific3rii 4ai "st" n"c"sar3 i o a9$star" r"ci1roc3 s$1i4"ntar3. A9$star"a r"ci1roc3 i41ic3
o co4$nicar" dir"ct3 i o 1artici1ar" co4$n3 8n cadr$ 1roc"s$$i d"ci2iona
int"rd"1arta4"nta. C$ c:t obi5aii" d"!in 4ai n"car"* c$ at:t int"raci$ni"
int"rd"1arta4"nta" d"!in 4ai n"c"sar" 1"ntr$ coordonar"a int"rd"1"nd"n"or. Standardi2ar"a
i 1anificar"a n$ s$nt s$fici"nt" 1"ntr$ atin5"r"a 5rad$$i d" coordonar" n"c"sar 8nd"1inirii
obi5aiior sa$ sarcinior. Ad"s"a "st" n"!oi" d" 1"rsona s1"ciai2at d" "53t$r3* ac"sta
i41ic:nd$=s" dir"ct 8n n"5oci"ri* confict i 8n c""at" 1roc"s" d" a9$star".
Int"rd"1"nd"na d" "c&i13. Ac"st ti1 d" int"rd"1"nd"n3 "st" si4iar c"$i 1r"2"ntat
ant"rior 1rin ac""a c3 do$3 sa$ 4ai 4$t" s$b$nit3i fac sc&i4b d" sarcini* n""#ist:nd 8ns3 o
s$cc"si$n" t"41ora3 8ntr" sc&i4b$ri. M$nca "st" d"sf3$rat3 8n co4$n d" c3tr" 4"4brii
dif"rit"or d"1arta4"nt"* "a n"fiind transf"rat3 d" a $n d"1arta4"nt a at$.
00
Int"raci$n"a
1"rsona3* fa3 8n fa3* d"!in" n"c"sar3 1"ntr$ 8nd"1inir"a sarcinior* conco4it"nt c$ $n ni!"
ridicat d" 8ncr"d"r" r"ci1roc3 i i41icar" 8n atin5"r"a obi"cti!"or 5"n"ra". Int"rd"1"nd"na
d" "c&i13 d"!in" n"c"sar3 at$nci c:nd 4ai 4$i 1artici1ani a d"sf3$rar"a $n"i acti!it3i s"
confr$nt3 c$ inc"rtit$dini car" d"t"r4in3 bocar"a di!i2i$nii raiona" a acti!it3ii 5"n"ra".
Ec&i1a tr"b$i" s3 8i d"sco1"r" sin5$r3 di!i2i$n"a 4$ncii i s3 stabi"asc3 1ro1rii" standard".
Sinta54a O4$nca 8n "c&i13O "st" c"a 4ai ad"c!at3 1"ntr$ d"scri"r"a 4odait3ii d"
coordonar" a ac"st$i ti1 d" int"rd"1"nd"n3. Contact$ dir"ct dintr" 4"4brii "c&i1"i 8ntr=o
sit$ai" d" 5r$1 r"1r"2int3 c"a 4ai b$n3 ca" d" r"ai2ar" a coordon3rii. Ac"asta inc$d" n$
n$4ai 8nt:niri 1ro5ra4at" 8n 4od r"5$at dar i 8nt:niri n"1ro5ra4at"* "din" ad=&oc i
d"2bat"ri infor4a". Standardi2ar"a i 1ro5ra4ar"a 1ot fi $ti" d" as"4"n"a* dar c$ si5$ran3
n$ s$nt s$fici"nt" 1"ntr$ coordonar"a int"raci$nii int"ns" n"c"sar3 8n ca2$ "c&i1"or.
Int"rd"1"nd"na dintr" d"1arta4"nt$ d" 4ar>"tin5 i c" d" 1rod$ci" r"1r"2int3 o s$rs3
nor4a3 d" confict 8n 4$t" or5ani2aii. Dif"r"ni"r"a dintr" ac"st" f$ncii* d$13 c$4 s=a
4"nionat 4ai s$s* contrib$i" a a5ra!ar"a confict"or.
Aocar"a r"s$rs"or. D" fi"car" dat3 c:nd d"1arta4"nt"" sa$ s$bstr$ct$ri" $n"i
or5ani2aii tr"b$i" s3 841art3 8ntr" "" r"s$rs" d"ficitar"* "#ist3 $n 1ot"nia 1"ntr$ a1ariia
confict"or. R"s$rs"" d" 5"n$ banior* ti41$$i* s1ati$$i* $4an" i "c&i1a4"nt"" 1rod$c
confict" 8n c""a c" 1ri!"t" cin"* c:nd i c:t d" 4$t s3 " $tii2"2". S1r" "#"41$* r"1arti2ar"a
fond$rior b$5"tar" 8ntr" 4inist"r" r"1r"2int3 $n 1roc"s c$ $n caract"r "4ina4"nt" 1oitic. .n
ac"ast3 sit$ai" confict"" s$nt d"t"r4inat" d" crit"rii" d" aocar" $tii2at" d" c3tr" d"cid"ni.
.n ind$stri"* d"1arta4"nt"" tr"b$i" ad"s"a s3 i41arta s1ati$ i "c&i1a4"nt"" d" car" dis1$n.
O no$a ari1a a $n"i cadiri d" biro$ri sa$ c&iar o no$a cadir" a $n"i fir4" sa$ instit$tii
sti4$"a2a $n confict 8n c""a 1ri!"st" 1rioritati" d" $tii2ar" a ac"stora. .n 4od si4iar*
cac$atoar"" $tii2at" 8n co4$n* fotoco1iatoar""* a1arat$ra d" biro$ constit$i" $n 1ot"nia
consid"rabi 1"ntr$ d"canar"a $nor confict". Ac"ast3 n"c"sitat" d" 8413rir" a r"s$rs"or
1oat" sti4$a consid"rabi confict$ c&iar i at$nci c:nd int"rd"1"nd"na "st" conc"ntrat3.
Aocar"a i $tii2ar"a 8n co4$n a r"s$rs"or contrib$i" 8n 4od dir"ct a c" 4ai "!id"nt
"#"41$ d" confict !"rtica 8n int"rior$ or5ani2aiior: r"aii" d" 5"stionar" a for"i d"
4$nc3. Din dif"r"na dintr" !"nit$ri" obin$t" i cost$ri" 4at"ria" i d" ca1ita tr"b$i"
"f"ct$at" do$3 aoc3ri: r"c$1"rar"a in!"stiiior f3c$t" d" c3tr" 1ro1ri"tari i saarii"
an5a9aior. D" obic"i* ac"ast3 r"s$rs3 "st" i4itat3 ca di4"nsi$n" i fac" obi"ct$ $nor
n"5oci"ri i41ortant". Printr=$n 1roc"s for4a d" tratati!"* confict$ 1oat" fi $or 5"stionat
8ntr=o 4ani"r3 constr$cti!3. %i 8n ac"st ca2 1ot a13r"a confict"* 4ai a"s at$nci c:nd
at"1t3ri" i n"c"sit3i" fi"c3r"i 13ri s$nt 4ari i r"s$rs"" d"ficitar".
CAPITOLUL III MANAGEMENTUL CONFLICTELOR
Dif"r"ni"r"a acc"nt$at3* int"rd"1"nd"na i aocar"a i $tii2ar"a 8n co4$n a r"s$rs"or
cr""a23 o an$4it3 1r"si$n" a ni!" d" or5ani2ai". O abordar" 5oba3 a confict"or !i2"a23 8n
1ri4$ r:nd ca$2"" str$ct$ra" a" ac"stora* i 8n a doi"a r:nd caract"ristici" $nic" a"
1"rsoan"or i41icat" 8n confict. C$ toat" ac"st"a* 4ana5"4"nt$ confict"or n"c"sit3
acordar"a $n"i at"nii d"os"bit" n$ n$4ai ca$2"or str$ct$ra" a" confict$$i* ci i c3ior i
4odait3ior 1rin car" oa4"nii 1ot coabora 1"ntr$ sti4$ar"a sa$ d"13ir"a confict"or. .n
c"" c" $r4"a23* 4ana5"4"nt$ confict"or !a $a 8n cac$ at:t strat"5ii" str$ct$ra" c:t i
tactici" d" co4$nicar" int"r1"rsona3.
D$13 c$4 s=a 4"nionat a 8nc"1$t$ 1r"2"nt$$i s$bca1ito* n$ toat" confict"" s$nt
n"5ati!". Sinta54a d" 'management al conflictelor' s$5"r"a23 o atit$din" 4ai d"sc&is3 c3tr"
confict* c""a c" i41ic3* 8n an$4it" 4o4"nt"* n"c"sitat"a 1ro!oc3rii i sti4$3rii $nor
confict". Astf" !or fi 1r"2"ntat" do$3 strat"5ii or5ani2aiona" d" 5"stionar" a confict"or:
"!itar"a i sti4$ar"a. Utii2ar"a ac"stor strat"5ii d"t"r4in3 ni!"$ 1ot"nia$$i 1"ntr$
d"canar"a confict$$i 8ntr=o or5ani2ai". .n ac"ai ti41 !or fi s$5"rat" i do$3 tactici
co4$nicaiona" d" 5"stionar" a confict"or car" r"2$t3 8n $r4a a"5"rii $n"ia sa$ a at"ia
dintr" strat"5ii. Una dintr" tactici o r"1r"2int3 r"2o!ar"a confict$$i 8ntr=o 4ani"r3
constr$cti!3* 1rin colaborare. .n sit$aia 8n car" 1rin coaborar" n$ s" obin r"2$tat"* s" !a
a1"a a c"a d"=a do$a tactic3* negocierea prin tratati#e. R"aia dintr" ac"st" strat"5ii i tactici
"st" 1r"2"ntat3 8n Fi5. ;.F. Ac"ast3 sc&"43 d" 5"stionar" a confict"or inc$d" at:t abord3ri"
a ni!" 4acro 6a ni!" d" str$ct$ra7 c:t i 4icro 6a ni!" d" indi!id7. C"" do$3 strat"5ii
r"1r"2int3 abord3ri" 4acro a" confict$$i. Din 1$nct d" !"d"r" a ori"nt3rii* tactici"
r"1r"2int3 abordar"a 4icro. .n 1ractic3* at:t strat"5ii" c:t i tactici" tr"b$i" $at" 8n cac$ 8n
4ana5"4"nt$ confict"or.
Fi5$ra ;.F = R"aii" dintr" strat"5ii" i tactici" d" 5"stionar" a confict"or
5.1. S.&%.'(## o&(%"#)%*#o"%+' 2'".&! %"%(''".!+ $o"-+#$.'+o&
Pot"nia$ 1"ntr$ d"canar"a confict"or 1oat" fi controat 1rin str$ct$ra ado1tat3 8n
cadr$ fir4"i. Factorii car" contrib$i" a d"canar"a confict"or 6dif"r"ni"r"* int"rd"1"nd"n3
i $tii2ar"a co4$n3 a r"s$rs"or7 1ot fi 4odificai astf" 8nc:t 1ot"nia$ 1"ntr$ confict s3 fi"
di4in$at. Sti4$ar"a confict"or i41ic3 4odific3ri 8n s"ns in!"rs dir"ci"i 1rin car"
confict"" 1ot fi di4in$at"* cr"sc:nd astf" 1ot"nia$ 1"ntr$ confict.
3.1.1. Evitarea conflictelor. Confo4 ar5$4"nt$$i ant"rior $tii2at* "#ist3 tr"i 4odait3i
d" "!itar" a confict"or. Pri4a 4odaitat" s" r"f"r3 a reducerea diferenierii prin
transformarea departamentelor astfel (nc)t s fie asemntoare (ntre ele. D" "#"41$* 8n
cadr$ s"si$nior obin$it" d" instr$ir" sa$ 1r"53tir" 1"ntr$ in5in"ri* c"rc"t3tori* a5"ni d"
!:n2ar"* ar 1$t"a fi s$biniat3 i41ortana a!anta9$$i 5"n"ra 1rin introd$c"r"a d" noi 1rod$s"*
8n oc s3 s" 1$n3 acc"nt$ 1" obi"cti!"" fi"c3r$i d"1arta4"nt 8n 1art". .nc"rcar"a d" $nificar"
a s$bobi"cti!"or 1oat" r"d$c" s$bo1ti4i2ar"a car" a1ar" ad"s"a 8n ca2$ d"2!ot3rii d" noi
1rod$s".
O at3 abordar" o 1oat" r"1r"2"nta instr$ir"a 8ncr$ciat3* 8n car" fi"car" 1"rsoan3 ar
1$t"a s3 $cr"2" 8n at" do4"nii d"c:t 8n c"" 8n car" "ra$ obin$ii* d"2!ot:nd$=i astf" $n s"t
4ai ar5 d" a1tit$dini 8n oc s3 s" s1"ciai2"2" 8ntr=$n sin5$r do4"ni$. Dac3 $n r"1r"2"ntant
din d"1arta4"nt$ d" !:n23ri i=a 1"tr"c$t $n ti41 oar"car" 1"ntr$ a 8n!3a c:t"!a o1"rai$ni
obin$it" 8n 5"sti$n"a d"1o2it"or* iar r"s1onsabiii c$ 5"sti$n"a a$ 8n!3at c:t" c"!a din
do4"ni$ !:n23rior* at$nci ac"tia i=ar 1$t"a 1r"2"nta 1$nct"" d" !"d"r" 8n "53t$r3 c$
acti!it3i" 1" car" " d"sf3oar3 8n oc s3 8i d"2!ot" int"r"s" "#tr"4" s"1arat". R"d$c"r"a
dif"r"n"or int"rd"1arta4"nta" 1oat" cond$c" c$ d"st$3 $$rin3 a "!itar"a confict"or 8n
sit$aii" 8n car" n$ "st" n"c"sar3 o s1"ciai2ar" int"ns3 a 1"rsona$$i i41icat.
C$ toat" ac"st"a* d" obic"i* 4ana5"rii n$ 1r"a $r43r"sc ca c"i d" a !:n23ri s3 8i 1iard3
ti41$ 8n!3:nd sist"4" d" in!"ntari"r"* c3$t:nd 4ai d"5rab3 atin5"r"a $n"i (nalte specializri
a 1"rsona$$i* 1"ntr$ c3 n$4ai 8n ac"st 4od ac"sta !a d"!"ni 4ai co41"titi! 8n do4"ni$< a
f" d" bin" s" 1oat" consid"ra c3 5"n"raitii 1ot d"sf3$ra 4ai 4$t" acti!it3i 8ntr=o 4ani"r3
satisf3c3toar"* dar s1"ciaitii n$ d"sf3oar3 d"c:t o sin5$r3 acti!itat" dar inco41arabi 4ai
bin" d"c:t 1ri4ii. Conc$2ia o5ic3 "st" c3 $n$ dintr" d"2a!anta9"" "!it3rii confict"or 1rin
ac"ast3 ca" 8 r"1r"2int3 r"d$c"r"a 5rad$$i d" s1"ciai2ar". O astf" d" strat"5i" 1oat" fi
consid"rat3 inad"c!at3 8n sit$aii" 8n car" s1"ciai2ar"a 8nat3 r"1r"2int3 o n"c"sitat"
co41"titi!3.
* a doua abordare (n e#itarea conflictelor este aceea a reducerii gradului de
interdependen dintre grupuri. .n 4a9oritat"a ca2$rior* or5ani2aii" 8nc"arc3 s3 "!it"
int"rd"1"nd"n"" d" "c&i13 i r"ci1roc" 1rin or5ani2ar"a f$#$$i d" acti!it3i 8n for4a
conc"ntrat3 sa$ s"c!"nia3. Ac"ast3 afir4ai" n$ "st" 8nt:413toar" sa$ 5rat$it3* c&iar dac3 8n
r"aitat" 4a9oritat"a fir4"or s$sin c3 acti!it3i" s" d"sf3oar3 1rin 4$nc3 8n "c&i13. Pri4""
do$3 int"rd"1"nd"n" a4intit" i41ic3 $n 5rad 4ai ridicat d" co4$nicar" int"rn3 i "#t"rn3* 8n
dif"rit" dir"cii* iar c$ c:t ac"st 5rad "st" 4ai ridicat* c$ at:t 1ot a13r"a 4ai 4$t" n"8n""5"ri
car"* a r:nd$ or* 1ot d"t"r4ina confict".
Una dintr" 4odait3i" d" r"d$c"r" a int"rd"1"nd"n"i "st" d" a asi5$ra o autarhie
relati# a s$b$nit3ior sa$ d"1arta4"nt"or. Contact$ dir"ct dintr" 13ri" afat" 8n confict
1oat" fi "!itat 1rin cr"ar"a $nor Os$bstr$ct$ri=ta41onO sa$ 1rin 4odificar"a 1o2ii"i c"or do$3
d"1arta4"nt". Una dintr" f$ncii" d" ba23 a" 4ana5"rior din "aon$ 4"di$ din 4a9oritat"a
or5ani2aiior "st" ac"a d" a $r43ri i so$iona oric" confict dintr" ni!"$ri" inf"rioar" i
c"" s$1"rioar". .n sit$aia confict"or at"ra"* 1ot fi cr"at" 1ost$ri d" "5at$r3* si4iar" ca
f$nci" c$ s$bstr$ct$ri"=ta41on. Pot fi $tii2at" i Ota41oan"" fi2ic"O* c$4 ar 1"r"ii. Id""a
d" ba23 "st" ca int"rd"1"nd"na s3 fi" r"d$s3* r"d$c:nd$=s" astf" 1ot"nia$ 1"ntr$ confict.
E#ist3 8ns3 i 4$t" sit$aii 8n car" r"d$c"r"a int"rd"1"nd"n"i "st" tota n"1ractic3. .n
conc"1"r"a i d"2!otar"a noior 1rod$s" s1r" "#"41$* "st" !irt$a i41osibi s3 s" i41$n3 o
an$4it3 ordin" s"c!"nia3 a acti!it3ior sa$ "!"ni4"nt"or. Id"i" i 1rod$s"" s" d"2!ot3 i
s" 4at"riai2"a23 8n aboratoar"* s$nt 8nc"rcat" 8n $nit3i 1iot d$13 car" r"!in 8n aboratoar"
1"ntr$ 1ot"nia" noi a9$st3ri.
.ntr$c:t $tii2ar"a 8n co4$n a r"s$rs"or contrib$i" a d"t"r4inar"a $n$i 1ot"nia 1"ntr$
a1ariia i 4anif"star"a confict"or* ac"st"a 1ot fi tot$i "!itat" 8n sit$aia 8n car" cantitatea de
resurse alocat tuturor subunitilor este modificat (n sensul cre+terii acesteia. D" "#"41$*
dac3 fi"car" d"1arta4"nt 1os"d3 1ro1rii" cac$atoar"* fotoco1iatoar"* i41ri4ant" "tc.* at$nci
1osibi"" confict" 1ro!ocat" d" ac"st" r"s$rs" !or dis13r"a. R"s$rs"" $4an" 1ot fi d"
as"4"n"a "#tins". .n ca2$ ac"stora* sit$aia "st" tot$i 4ai co41icat3 8ntr$c:t dimensionarea
stocului uman "st" o 1rob"43 c$ 4$t 4ai d"icat3 d"c:t ca at$nci c:nd n" &otar:4 c:t"
i41ri4ant" s3 c$413r34. N$43r$ 4i9oac"or fi#" i a obi"ct"or d" in!"ntar 1oat" fi
4a9orat* ca1acitat"a d" 1rod$ci" 1oat" fi "#tins3* i s" 1oat" a1"a a cr"t"ri d" 1"rsona
1"ntr$ r"d$c"r"a 1r"si$nior d"t"r4inat" d" "#ist"na t"r4"n"or i4it3 i a 1ot"nia$$i 1"ntr$
confict.
L.R. Qo$r5"ois III $tii2a ad"s"a t"r4"n$ d" relaxare
,-
1"ntr$ a d"scri" ac"ast3 abordar"
a "!it3rii confict$$i. R"a#ar"a i41ic3 fa1t$ ca r"s$rs"" 8n ca$23 s3 n$ fi" 8n totaitat"
$tii2at"* 1r"2"na or asi5$r:nd o 4ai 4ar" f"#ibiitat" i r"d$c:nd confict$ 1ot"nia as$1ra
dr"1t$$i d" $tii2ar" a ac"stora. R"a#ar"a "st" costisitoar" i 1oat" fi int"r1r"tat3 ca $n
indicator d" in"fici"n3. C$ toat" ac"st"a* datorit3 fa1t$$i c3 r"a#ar"a contrib$i" a r"d$c"r"a
1ot"nia"or 1"ntr$ d"canar"a confict"or* ac"asta 1oat" fi $tii2at3 ca o f$nci" i41ortant3
8n int"rior$ or5ani2aiior.
00
3.1.2. Stimularea conflictelor. La o 1ri43 !"d"r"* noi$n"a d" sti4$ar" a confict"or
1oat" 13r"a contrar3 4ani"r"i casic" d" 8n""5"r" i tratar" a 4ana5"4"nt$$i* co4$nic3rii*
or5ani23rii i "fici"n"i. C$ toat" ac"st"a* 8n 4o4"nt$ 8n car" $34 8n cac$ "f"ct""
1rod$cti!" a" confict"or i n$ n$4ai r"2$tat"" n"5ati!"* sti4$ar"a confict"or 1ar" a
c313ta $n an$4it s"ns.
21 Qo$r5"ois* L.* R.* III* On t&" M"as$r"4"nt of Or5ani2ationa Sac>* Acad"4L of Mana5"4"nt R"!i"K F 6'NP'7*
11. 0N=;N.
22 Un$ dintr" t"or"tici"ni* RaL ,abrait&* consid"ra ac"st ti1 d" r"s$rs" ca fiind $na dintr" at"rnati!"" d" ba2a 1"ntr$
or5ani2atii" co41"#" = V"2i OOr5ani2ation D"si5nO* Addison=@"s"L P$bis&in5* R"adin5* Mass.* 'NBB.
.n 4od nor4a* o 1ri43 aci$n" car" s" i41$n" "st" r"1r"2"ntat3 d" "!a$ar"a cor"ct3 a
1"rfor4an"or 5"n"ra" a" or5ani2ai"i. Acti!it3i" caract"ri2at" 1rintr=$n 5rad ridicat d"
r$tin3 i 4"dii" stabi" s" 1ot 8nt:ni 8n foart" 4$t" do4"nii* iar 4"nin"r"a st3rior "#ist"nt"
"st" 1rofitabi3. Confict$ ar tr"b$i introd$s n$4ai at$nci c:nd "st" 8ntr=ad"!3r n"c"sitat: acoo
$nd" i at$nci c:nd i1sa d" ino!ar" i sc&i4bar" d"t"r4in3 1rob"4" 8n d"sf3$rar"a
acti!it3ior or5ani2aiior.
M"tod"" d" cr"ar" sa$ sti4$ar" s$nt 8n 4od fir"sc o1$s" c"or 1rin car" s" "!it3
confict"". Cr"t"r"a dif"r"ni"rii i int"rd"1"nd"n"i dintr" d"1arta4"nt" cr""a23 1r"si$ni
as$1ra f$#$rior d" acti!it3i* 1r"si$ni car" 1ot acti!a 1rob"4" at"nt"* ad$c:nd$=" a
s$1rafa3* $nd" 1ot fi r"2o!at". R"d$c"ri" d" b$5"t 1ot fora aocar"a i $tii2ar"a 8n co4$n a
r"s$rs"or. D" as"4"n"a* 1ot fi 4ani1$ai i an$4ii factori d"cisi!i: introd$c"r"a $nor
1"rsoan" c$nosc$t" a n$ a!"a $n oc fi# 8n or5ani2ai" 8ntr=$n 4"di$ stabi* trans4it"r"a
d"ib"rat3 d" infor4aii a4bi5$" i fas" sa$ ocoir"a cana"or nor4a" d" co4$nicar". Iar
at$nci c:nd $n confict "st" n"a13rat n"c"sar* tr"b$i" $tii2at" oric" 4"tod3 sa$ t"&nic3 car"
1oat" 1r"ci1ita sit$aia i d"cana $n confict.
5.2. T%$.#$# $o!"#$%*#o"%+' 2'".&! %"%(''".!+ $o"-+#$.'+o&
O dat3 4anif"stat* $n confict tr"b$i" 5"stionat fi" 1rin coaborar"* fi" 1rin n"5oci"r".
3.2.1. Rezolvarea conflictelor prin colaborare. R"2o!ar"a confict"or i41ic3
transfor4ar"a $n$i 1ot"nia confict n"5ati! 8ntr=$n$ 1o2iti!. .n oc s3 "!it" confict$*
or5ani2aia !a b"n"ficia d" "f"ct"" ac"st$ia 1rin 8nc$ra9ar"a coo1"r3rii i 8n""5"rii r"ci1roc".
Pri4$ instr$4"nt car" 1oat" fi foosit 1"ntr$ ac"ast3 strat"5i" 8 r"1r"2int3 confruntarea.
Confr$ntar"a 1"r4it" acc"1tar"a dif"r"n"or "5iti4" dintr" s$b$nit3i i 1"rc"1"
confict$ ca 1" $n 1roc"s nat$ra 8n 4a9oritat"a or5ani2aiior. So$ia r"2o!3rii n$ o
r"1r"2int3 s$1ri4ar"a confict"or si4it" sa$ 1"rc"1$t"* ci r"c$noat"r"a d"sc&is3 a
dif"r"n"or. Mana5"rii s$nt sa$ ar tr"b$i s3 fi" conti"ni c3 dif"r"n"" nor4a" dintr"
acti!it3i" d"sf3$rat" 8n cadr$ or5ani2ai"i* int"rd"1"nd"n"" i $tii2ar"a 8n co4$n a
r"s$rs"or 1ot d"t"r4ina d"canar"a confict"or* "i tr"b$ind astf" s3 $tii2"2" ac"ast3
8n""5"r" 1"ntr$ Oarbitrar"aO 13rior confict$a". Confr$ntar"a 8ntr=o 4ani"r3 obi"cti!3 i
ordonat3 a dif"r"n"or "5at" d" acti!it3i" d"sf3$rat" cond$c" ad"s"a a obin"r"a $nor
acord$ri 8ntr" 13ri.
Efici"na confr$nt3rii a fost d"4onstrat3 d" Pa$ LaKr"nc" i RaL Lorsc& 8ntr=$n st$di$
d"sf3$rat 8n 0C d" fir4"
0;
. C"" 4ai 1"rfor4ant" tr"i fir4" $tii2a$ confr$ntar"a d"sc&is1 ca
1" o 4odaitat" d" r"2o!ar" a confict"or. .n 1$s* 8n ca2$ ac"stor fir4" s=a 8nt:nit i c"a 4ai
23 LaKr"nc"* P.* R.* and Lorsc&* R.* @.* Or5ani2ation and En!iron4"nt: Mana5in5 Diff"r"ntiation and Int"5ration*
-ar!ard Uni!"rsitL* Qoston* 'NFB* 1. '?N.
4ar" dif"r"ni"r" dintr" d"1arta4"nt" =adic3 s=a 8nr"5istrat c" 4ai ridicat 1ot"nia 1"ntr$
a1ariia confict"or. C"i doi a$tori a$ a9$ns a conc$2ia c3 c"" 4ai "fici"nt" or5ani2aii s$nt
toc4ai ac""a 8n car" s" atin5" c" 4ai ridicat ni!" a dif"r"ni"rii i int"5r3rii* iar confict""
s$nt so$ionat" 1rin confr$ntar" d"sc&is3.
Coaborar"a i confr$ntar"a d"sc&is3 n"c"sit3 $n ni!" ridicat d" 8ncr"d"r" 8ntr" 13ri.
Ac"ast3 8ncr"d"r" 1oat" fi atins3 c" 4ai ad"s"a 1rintr=$n co41orta4"nt d"sc&is a an5a9aior*
"!itar"a a1"3rii a b:rf" sa$ 2!on$ri* sa$ 1rin "din" d" 1r"53tir" 4od"rat" d" cons$tani
n"$tri. /oat" ac"st"a a$ a ba23 id""a ca an5a9aii !or $cra 4ai bin" at$nci c:nd "#ist3 o
8ncr"d"r" i 8n""5"r" r"ci1roc3 8ntr" "i. D"2!otar"a or5ani2ai"i ca "c&i13 i41ic3
"#a4inar"a r"aiior d" 4$nc3* a s"nti4"nt"or i a as1"ct"or infor4a" din or5ani2ai" 1"ntr$
so$ionar"a 1rob"4"or or5ani2aiona" 8ntr=o 4ani"r3 4ai "fici"nt3. Ca b"n"fici$ coat"ra
1oat" fi r"in$t fa1t$ c3 4"4brii 1ot a9$n5" s3 s" c$noasc3 4ai bin" din 1$nct d" !"d"r"
1"rsona.
P"ntr$ r"ai2ar"a coabor3rii a$ fost $tii2at" foart" 4$t" dintr" t"&nici" s1"cia" d"
ac3t$ir" a "c&i1"or. At" abord3ri a$ a ba23 t"star"a 1si&oo5ic3 8n r:nd$ ana5a9aior*
"#a4inar"a sti$rior d" 4ana5"4"nt 1racticat" i s"si$ni d" 1r"53tir" a 4"4brior
or5ani2ai"i. C$ c:t 5r$1$ri" d"2!ot3 o an$4it3 8ncr"d"r" 1ro1ri"* 4"4brii ac"stora 8i 1ot
8413rt3i s"nti4"nt"" $nii atora* fi" n"5ati!"* fi" 1o2iti!". Prin coaborar" s" $r43r"t" astf"
cr"ar"a $n$i ci4at 8n car" critici" i a1r"ci"ri" s3 fi" 4anif"stat" 8ntr=o 4ani"r3 constr$cti!3*
i f3r3 s3 fi" $tii2at" doar 1"ntr$ a ataca s"nti4"nt"" ator 1"rsoan".
.n ac"ast3 sit$ai"* coaborar"a d"!in" o tactic3 d"2irabi3 at$nci c:nd "!itar"a
confict"or 1oat" fi consid"rat3 inad"c!at3 sa$ c:nd confict$ a fost sti4$at 8n 4od d"ib"rat.
3.2.2. Negocierea prin tratative. At$nci c:nd 13ri" confict$a" n$ s$nt ca1abi" s3 8i
trans4it3 i s3 $tii2"2" infor4aii" d" car" dis1$n sa$ n$ a$ 8ncr"d"r" 8n c"iai 4"4bri* s"
1oat" a1"a a n"5oci"ri 1"ntr$ so$ionar"a confict$$i. .n 4od contrar coabor3rii* n"5oci"r"a
i tratati!"" i41ic3 o atit$din" 4$t 4ai r"2"r!at3 8n c""a 1ri!"t" 4anif"star"a 8ncr"d"rii i
!"&ic$ar"a infor4aiior d"in$t" d" c3tr" 4"4brii 5r$1$rior sa$ or5ani2aiior. N"5oci"r"a
"st" as"43n3toar" coabor3rii 1rin ac""a c3 a4b"" 13ri ca$t3 id"ntificar"a $n"i so$ii 8ntr=o
4ani"r3 sist"4atic3. E#ist3 tot$i $n"" dif"r"n" fa3 d" coaborar": 13ri" s" consid"r3
ad!"rsar"* coabor:nd n$4ai at$nci c:nd 1ro1rii" int"r"s" s$nt atins" a $n ni!" o1ti4 8n
condiii" dat" d" n"5oci"r".
Ra1& Ji4ann i J"nn"t& /&o4as a$ d"2!otat $n 4od" car" 1oat" fi $tii2at 1"ntr$
"#1icar"a n"5oci"rii* coabor3rii i co41orta4"nt"or 8n sit$aii" d" "!itar" a confict"or
0?
.
Confr$nt:nd$=s" c$ $n confict 1ot"nia* o 1"rsoan3 1oat" a1"a a (ncrederea de sine +i s
24 Ji4ann* R.* -.* and /&o4as* J.* @.* Int"r1"rsona Confict=-andin5 Q"&a!ior as R"f"ctions of R$n5ian
P"rsonaitL Di4"nsions* PsLc&oo5ica R"1orts ;B* 6'NBD7* 11. NB'=NPC.
8nc"rc" atin5"r"a obi"cti!"or 1"rsona". Si4$tan* ac""ai 1"rsoan3 1oat" $tii2a cooperarea,
1"r4i:nd astf" atin5"r"a obi"cti!"or c"orat" 1"rsoan". Ac"st"a s$nt doar ca2$ri id"a"*
Ji4ann i /&o4as s$stin:nd c3 8n r"aitat" n$ 1oat" fi a"s strict $n$ dintr" c"" do$3
co41orta4"nt"* 8n sit$ai" d" confict indi!i2ii $tii2:nd conco4it"nt* 8ntr=o 43s$r3 dif"rit3*
c"" do$3 ti1$ri. Fi5. ;.B r"f"ct3 c"" do$3 di4"nsi$ni a" co41orta4"nt"or fa3 d" confict i
4od$ 8n car" din co4binaii" dif"rit" a" ac"stora r"2$t3 strat"5ii dif"rit" 1"ntr$ r"2o!ar"a
confict"or.
Fi5$ra ;.B = Di4"nsi$ni" co41orta4"nt$$i fa3 d" so$ionar"a confict"or
Dac3 $n indi!id consid"r3 c3 atin5"r"a 1ro1riior obi"cti!" n$ 1"r4it" ca c"iai
indi!i2i s3 8i atin53 a r:nd$ or 1ro1rii" int"r"s"* at$nci confict$ 1oat" fi 1"rc"1$t ca 1" o
s$43 c$ r"2$tat n$* r"2$tat"" r"a" fiind distrib$it" 8ntr" c:ti53tori i 1"rdani. Ac"ast3
sit$ai" "st" r"f"ctat3 8n fi5. ;.B 1rin dimensiunea distributi#. Ac"asta 8ns"a4n3 c3 fi"car"
1as c3tr" coo1"rar" r"1r"2int3 o r"n$nar" 1aria3 a 8ncr"d"r"a d" sin" i acc"1tar"a $n"i
concii"ri a int"r"s"or. .n ca2$ 8n car" o 1"rsoan3 ar" 8ncr"d"r" n$4ai 8n sin"* at$nci
coo1"rar"a "st" 1ractic i41osibi3. .n r"aitat" s" 8nc"arc3 atin5"r"a $n$i compromis $nd"!a a
int"rs"cia dintr" ac"st" do$3 "#tr"4". N"5oci"ri" r"1r"2int3 c" 4ai b$n "#"41$ 1"ntr$ ac"st
ti1 d" so$ionar" a confict"or.
C$ toat" ac"st"a* daca 1"c34 d" a i1ot"2a c3 13ri" 8i 1ot atin5" obi"cti!"" 1"rsona"
8n 4od si4$tan c$ acc"1tar"a i r"ai2ar"a $n"i coo1"r3ri c$ c"aat3 sa$ c""at" 13ri* at$nci
"#ist3 car $n 1ot"nia 1"ntr$ coaborar". .n sit$aia 8n car" n$ "#ist3 8ncr"d"r" sa$ coo1"rar"
din 1art"a 13rior* at$nci ac"st"a "!it3 confict$* i5nor:nd$=. Dar c$ c:t fi"car" 1art" d"!in"
4ai 8ncr"23toar" i coo1"rant3* c$ at:t so$ii" s" d"1as"a23 1" dir"cia int"5rant3 c3tr"
coaborar".
0D
25 Rodica i Dan C:nd"a 1ro1$n"a$ D 4odait3i d" abordar" a confict$$i* 1"c:nd d" a sc&"4a $i Qa>" i Mo$ton
6Fift& Ac&i"!"4"nt* R. A11. Q"&a!iora Sci"nc" F* 'NBC7: forar"< confr$ntar"< r"tra5"r"< a1anar"< co41ro4is.
Ac"st"a s$nt as"43n3toar" di4"nsi$nior co41orta4"nta" 1r"2"ntat" 8n Fi5. ;.B. .n sc&i4b* fa3 d" 1r"2"nta
abordar" a strat"5iior i tacticior d" 5"stionar" a confict"or* c"i doi a$tori ado1t3 1$nct$ d" !"d"r" a $i A.C.
Mana5"4"nt$ confict"or n"c"sit3 8n 1ri4$ r:nd stabiir"a si a"5"r"a di4"nsi$nii
confict$a" dorit" 8n int"rior$ or5ani2ai"i. E!itar"a sa$ sti4$ar"a confict"or 1oat" fi
r"ai2at3 1rin $tii2ar"a c"or tr"i ca$2" str$ct$ra" 8n f$nci" d" obi"cti!$ $r43rit. Ut"rior s"
1oat" fac" o a"5"r" 8ntr" coaborar" sa$ n"5oci"r"* d"1in2:nd d" 43s$ra 8n car" 13ri" a$
8ncr"d"r" $n"" 8n c""at" i s" d"cid s3 $tii2"2" 8n co4$n infor4aii" d"in$t".
P"ntr$ "#"41ificar" s" 1ot foosi n"n$43rat"" ca2$ri "#tr"4" 1rin car" dr$4$ri" "ra$
bocat"* d" fi"car" dat3 soicit:nd$=s" n"5oci"ri 8ntr" sindicat" i 1atronat". Era car o sit$ai"
d" confict car" tr"b$ia so$ionat3. Confict$ a a!$t car ca s$rs3 str$ct$ra fir4"or i a
soci"t3ii 8n 5"n"ra* iar "!itar"a confict$$i s=a f3c$t d$13 $r"c&" 6s=a$ c&"t$it banii 8n
4ani"r" s$s1"ct" 1"ntr$ c:t"!a $ni d" saarii* iar r"2$tat"" a$ fost d"2astr$oas"7. S=a$
ad:ncit 4ai r3$ 8n confict. .n 1$s* co4"n2i" d" stat a$ r"1r"2"ntat o strat"5i" 1"ntr$ 4o4"nt
dar car" n$ a f3c$t d"c:t s3 a4orti2"2" confict$ 1"ntr$ 4o4"nt i s3 d"t"r4in" o r"i2b$cnir"
$t"rioar3 a ac"st$ia. D" c"" 4ai 4$t" ori* 1ri4a tactic3 $tii2at3 a fost coaborar"a car"* in
4a9oritat"a ca2$rior* n$ a a!$t nici $n r"2$tat. Prin $r4ar"* s=a r"c$rs a n"5oci"ri* iar
r"2$tat"" s$nt 8nc3 !i2ibi". Ca2$ri" d" 1ri!ati23ri 4ai 4$t sa$ 4ai 1$in fra$d$oas" a$
ab$ndat 8n $ti4ii '0 ani* d"t"r4in:nd int"r4inabi" confict" dintr" sindicat" sa$ saariai i
cond$c"r". Astf"* o at3 ori5in" a ac"stor confict" a r"1r"2"ntat=o* d$13 c$4 s" 1oat" d"d$c"
din d"finiia of"rit3 a 8nc"1$t$ ca1ito$$i* int"rf"r"na int"niona3 a $nor indi!i2i sa$
5r$1$ri 8n int"r"s"" c"orai indi!i2i sa$ 5r$1$ri.
Fi"L 6din Confict R"so$tion: /&" Et&ic of t&" ,ood Loos"r* 8n R"adin5s in Int"r1"rsona and Or5ani2ationa
Co44$nication* -obroo> Pr"ss* 'NBB7* r"in:nd tr"i strat"5ii: c)+tigtor-nec)+tigtor, nec)+tigtor-nec)+tigtor,
c)+tigtor-c)+tigtor. Consid"r34 c3 tr"b$i" tot$i f3c$t3 o distinci" car3 8ntr" ti1$ri d" abordar" a n"5oci"rior
6c$4 "st" ca2$ 1ro1$n"rior c"or doi a$tori7 i strat"5ii 8n ad"!3rat$ s"ns a c$!:nt$$i.
CAPITOLUL IV COMUNICAREA 6N SITUAII DE
SC7IM1ARE
8.1. No*#!"# #".&o0!$.#9'
Sc&i4bar"a i inc"rtit$din"a 1ot fi anai2at" din 1$nct d" !"d"r" int"rn i "#t"rn* 8n
f$nci" d" ocai2ar"a fa3 d" or5ani2ai". .n 1$s 1ot fi s$r1rins" i "f"ct"" fi"c3r"ia dintr"
ac"st"a as$1ra 4"diior o1$s". .n 1r"2"nt$ s$bca1ito n$ !a fi tratat3 i 1rob"4a ino!ai"i*
d"i 8n it"rat$ra d" s1"ciaitat" ac"asta "st" abordat3 841r"$n3 c$ sc&i4bar"a. D" fa1t s"
s$sin" c3 sc&i4bar"a i ino!aia s$nt do$3 conc"1t" str:ns "5at" 8ntr" ""* "#ist:nd o r"ai"
s1"cia3 8ntr" ac"st"a: orice ino#aie este considerat schimbare, dar nu orice schimbare poate
fi o ino#aie. P"ntr$ a 1$t"a fi consid"rat3 ino!ai"* o sc&i4bar" tr"b$i" s3 fi" o no$tat" 1"ntr$
43car o sin5$r3 or5ani2ai". Iar c:nd o or5ani2ai" ado1t3 o no$tat"* s" foos"t" t"r4"n$ d"
ino!ai" 1"ntr$ a s" d"scri" ac"ast3 sc&i4bar".
0F
%n sens restr)ns, schimbarea se refer la orice transformare (n structura, procesele,
input-urile sau output-urile unei organizaii, iar (n sens larg reprezint transformarea de orice
natur, #oluntar sau in#oluntar, a condiiilor existente la un moment dat (ntr-un anumit
mediu.
D$13 c$4 s=a 4"nionat 4ai s$s* sc&i4bar"a 1oat" fi int"rn3 sa$ "#t"rn3. Din 1ri4a
cat"5ori" fac 1art" sc&i4b3ri" strat"5i"i i a str$ct$rii or5ani2ai"i* a c$t$rii int"rn"* a
saariior sa$ c"" d" fact$r3 t"&noo5ic3. .n cadr$ c"or "#t"rn" 1ot fi inc$s" sc&i4b3ri"
int"r!"nit" a in1$t=$ri* sc&i4b3ri" 8n 1roc"s"" d" d"sf3$rar" a afac"rior* sc&i4b3ri"
socia"* 1oitic"* "cono4ic" a ni!" d" co4$nitat"* 4"di$ sa$ trans4"di$.
Sc&i4bar"a 1r"s$1$n" ada1tar"a sa$ antici1ar"a "!o$i"i 4"di$$i int"rn sa$ a c"$i
"#t"rn $n"i or5ani2aii. Ac"asta r"1r"2int3 d" fa1t !i2i$n"a sa$ 8ncinaia 1" car" o a$
4ana5"rii fa3 d" sc&i4bar". D$13 c$4 s$sin"a P"t"r Dr$c>"r* 4ana5"rii tr"b$i" s3 acion"2"
i n$ s3 r"acion"2"* 1"c:nd d" a id""a c3 "st" 4ai i"ftin3 1r"!"nir"a d"c:t co4bat"r"a $nor
"!"ni4"nt" 1ot"nia n"5ati!".
26 Q"c>"r* S.*@.* and @&is"r /.*L.* /&" Inno!ati!" Or5ani2ation: A S""cti!" R"!i"K of C$rr"nt /&"orL and
R"s"arc&* Ro$rna of Q$sin"ss ?C 6'NFB7* 1. ?F;.
Sc&i4bar"a i41ic3 i n"c"sit3 d" c"" 4ai 4$t" ori 4odificar"a $nor atit$dini*
4"ntait3i* cr"ar"a $nor noi co41orta4"nt" 1" ba2a atit$dinior "#ist"nt" sa$ a c"or no$
cr"at". E#ist3 $n"" id"i confor4 c3rora co41orta4"nt$ r"1r"2int3 1art"a !i2ibi3 a
atit$dinior* 1rin co41orta4"nt indi!i2ii 4anif"st:nd$=i atit$dini". .n fa1t* s" consid"r3 c3 a
ba2a co41orta4"nt$$i sta$ tr"i !ariabi": obin$ina sa$ "#1"ri"na* instinct$ i int"i5"na*
iar ac"st"a 1ot fi foart" $or !"rificat" i a ni!" d" atit$din".
.n 4od si4iar confict"or* sc&i4b3ri" 1ot fi 1o2iti!" sa$ n"5ati!"* !o$ntar"
61ro!ocat"7 sa$ in!o$ntar". /$t$ror ca2$rior a4intit" " "st" co4$n3 o star": incertitudinea.
Ac"asta* 8n f$nci" d" 4od$ 8n car" sc&i4bar"a a fost conc"1$t3 i i41"4"ntat3* d"t"r4in3 8n
43s$ri dif"rit" a1ariia $n"i r"2ist"n" 8n r:nd$ 1artici1anior a ac"st 1roc"s* 1$t:nd$=s"
a9$n5" c&iar a sit$aii confict$a" sa$ d" cri23. Mai d"1art"* 8n $r4a so$ion3rii confict"or*
1oat" a13r"a car n"c"sitat"a r"ai23rii $nor noi sc&i4b3ri car"* a r:nd$ or* s3 d"t"r4in"
r"$ar"a 1roc"s$$i a4intit. C$ toat" ac"st"a* indif"r"nt d" "#ist"na sa$ in"#ist"na "ta1"i
confict$a"* sc&i4bar"a "st" $n 1roc"s contin$$* 1"r4an"nt* conti"nt sa$ inconti"nt. .ntr"
$ti4"" do$3 "ta1" a" 1roc"s$$i 1r"2"ntat 8n Fi5. ;.P "#ist3 o an$4it3 r"ai": schimbarea nu
implic (ntotdeauna apariia unor conflicte, dar conflictele necesit (ntotdeauna iniierea +i
implementarea unei schimbri.
Fi5$ra ;.P = S1iraa confict$a3
S$nt n"c"sar" tot$i c:t"!a "#1icaii 8n c""a c" 1ri!"t" s1iraa 1r"2"ntat3 8n Fi5. ;.P.
.ntr"5$ 1roc"s ar" a ba23 c:t"!a i1ot"2" d" $cr$ caract"ristic" fi"c3r"i "ta1". Co4$nicar"a
"st" 8ns3 co4$n3 t$t$ror "ta1"or. S1r" "#"41$* at$nci c:nd s" int"nion"a23 o sc&i4bar" d"
oric" f" 8n cadr$ $n"i or5ani2aii* iar i41"4"ntar"a ac"st"ia n$ "st" 8nsoit3 d" $n diao5
contin$$ 8ntr" c"i i41icai sa$ 1artici1anii n$ s$nt infor4ai 8n 4ani"ra 8n car" ac"tia s"
at"a1t3 s3 fi"* a1ar" ca ir"f$tabi3 cr"ar"a $nor sit$aii d" inc"rtit$din". Ac"ast3 star" d"
inc"rtit$din" s" caract"ri2"a23 1rin i1sa d" infor4aii cr"dibi"* 1"rtin"nt" i t"41ora
n"c"sar" indi!i2ior 1"ntr$ ca ac"tia s3 8i 1oat3 "#1ica n"c"sitat"a sc&i4b3rii iEsa$
d"r$ar"a 1roc"s$$i. D" aici i 1:n3 a a1ariia 2!on$rior* b:rf"or* int"nsific3rii acti!it3ii
radio=an n$ 4ai "st" d"c:t $n 1as. Int"r"s"" indi!id$a" 4ai 4$t ca oric:nd d"!in 1rioritar"*
oa4"nii s" int"rf"r"a23 1"ntr$ afar"a infor4aiior i 1"ntr$ sa!ar"a 1o2iiior 6n$ n"a13rat
i"rar&ic"7 1" car" " oc$13. Astf"* 5rad$ d" inc"rtit$din" asociat sc&i4b3rii d"t"r4in3 o
an$4it3 r"2ist"n3 din 1art"a indi!i2ior 1"ntr$ acc"1tar"a ac"st"ia din $r43. O1o2iia 5"n"rat3
d" c"i car" s" si4t a4"ninai d" sc&i4bar" ar" a ba23 s"nti4"nt$ d" t"a43 c3 8n $r4a ac"st$i
1roc"s* n"!oi" or f$nda4"nta" 6car" cor"s1$nd n"c"sit3ior 1r"2"ntat" 8n 1ira4ida $i
MasoK7 s3 n$ 4ai 1oat3 fi satisf3c$t". .n ac"st" condiii "st" foart" 1osibi3 a1ariia
confict$$i car" int"r!in" 8n d"sf3$rar"a 1roc"s$$i sc&i4b3rii. O dat3 c$ so$ionar"a
confict$$i i i41"4"ntar"a sc&i4b3rii* or5ani2aia s" !a 8nscri" 1" o at3 trai"ctori"* $r4:nd
a r"$a 1roc"s$ d" sc&i4bar" d$13 $n an$4it int"r!a d" ti41. .n ac"st" condiii* s" 1oat"
s$sin" c3 schimbarea reprezint at)t un mi.loc, c)t +i un scop (n cadrul oricrei forme de
existen.
8.2. N%.!&% 3$:#;,&##
Conc"1t$ d" sc&i4bar"* s" arat3 8n ZMana5"4"nt cons$tin5. Man$a$ cons$tant$$i
8n 4ana5"4"ntH indic3 "#ist"na $n"i dif"r"n" 1"rc"1tibi"* 8ntr" do$3 sit$aii c" s" s$cc"d 8n
ti41* a o 1"rsoan3* o "c&i13* 8ntr=o or5ani2ai" sa$ 8ntr=o r"ai". C$4 s" 1rod$c" ac"ast3
dif"r"n3* car" s$nt ca$2"" "i* i c" s"4nificai" ar" "a 1"ntr$ $n 4ana5"rT P"ntr$ a r3s1$nd"
a ac"st" 8ntr"b3ri i a at"" as"43n3toar"* !or fi anai2at" 4ai 8nt:i di!"rs"" ni!"$ri i
di4"nsi$ni a" sc&i4b3rii i r"aii" dintr" "".
4.2.1. Scimbarea de mediu
Sc&i4bar"a n$ "st" c"!a no$< "a a fost i "st" o tr3s3t$r3 a 8ns"i "#ist"n"i i istori"i
o4"nirii. %ti4 c$ toii c3 f3r3 sc&i4bar" n$ "#ist3 !ia3 i c3 "fort$ri" oa4"nior d" a obin"
condiii 4ai b$n" d" trai i41ic3 ada1tar"a a sc&i4bar". E#ist3 $n f"no4"n no$: 1rof$n2i4"a*
co41"#itat"a i rit4$ f3r3 1r"c"d"nt a sc&i4b3rior t"&noo5ic"* socia" i d" at3 nat$r3 car"
a$ oc 8n 1r"2"nt. Or5ani2aii" din 2i$a d" a2i f$ncion"a23 8ntr=$n 4"di$ car" s" sc&i4b3
1"r4an"nt* ca1acitat"a d" ada1tar" a sc&i4b3ri" d" 4"di$ a d"!"nit o condii" f$nda4"nta3
1"ntr$ s$cc"s$ or5ani2ai"i i 8ntr=$n n$43r tot 4ai 4ar" d" ca2$ri* o condii" 1"ntr$ si41a
s$1ra!i"$ir".
An!"r5$ra sc&i4b3rior din 4"di$ dif"r3 d" a ar3 a ar3 i d" a r"5i$n" a r"5i$n"* dar
"#ist3 i sc&i4b3ri c$ $n caract"r 5oba car" af"ct"a23 soci"t3i" din 8ntr"a5a $4"* 1r"c$4
cri2a r"s$rs"or "n"r5"tic"* 1o$ar"a 4"di$$i "tc.
Est" tot 4ai 5r"$ s3 s" d"a r3s1$ns a ac"ast3 1rob"43* n$ n$4ai 8n 3ri" car" s"
d"2!ot3 d"os"bit d" r"1"d"* ca Ra1onia sa$ S.U.A.* dar i 8n at" 3ri. M$i cond$c3tori r34:n
tota d"2ori"ntai c:nd 8i da$ s"a4a c3 or5ani2aii" or 1ot fi af"ctat" d" for" I "cono4ic"*
socia" sa$ 1oitic" I 1" car" 1:n3 ac$4 nici n$ "=ar fi b35at 8n s"a43 a $ar"a $n"i d"ci2ii.
4.2.2. Scimbarea organiza!ional"
Or5ani2aii" n$ s" sc&i4b3 d" dra5$ sc&i4b3rii* ci 1"ntr$ c3 fac 1art" dintr=$n 1roc"s
d" d"2!otar" 4ai a41$ i tr"b$i" s3 r"acion"2" a noi" sc&i4b3ri din 4"di$* a r"stricii"*
c"rin"" i oca2ii" car" a1ar 8n ac"st do4"ni$. E" s$nt 1"r4an"nt forat" s3 s" ada1t"2" a
4"di$ 8n car" "#ist3 i f$ncion"a23. Dar 4ai 4$t d"c:t at:t* 8ntr"1rind"ri" c:t i at"
or5ani2aii 5"n"r"a23 i "" sc&i4b3ri 8n 4"di$ "#t"rior* d" "#"41$ 1rin r"ai2ar"a i
co4"rciai2ar"a d" 1rod$s" i t"&noo5ii noi car" d"!in do4inant" i s$nt a1oi ar5 $tii2at".
Astf" s" 4odific3 4"di$ t"&noo5ic naiona i int"rnaiona.
Sc&i4bar"a 1oat" 1ri!i oric" as1"ct sa$ factor a $n"i or5ani2aii. Prin $r4ar"* 1ot fi
a!$t" 8n !"d"r":
a.sc&i4b3ri 8n 8ns3i ba2a d" constit$ir" a or5ani2ai"i 6nat$ra i ni!"$ acti!it3ii*
stat$t$ 9$ridic* for4a d" 1ro1ri"tat"* s$rs"" d" finanar" o1"raiona" 1" 1an int"rnaiona i
i41act$ or* di!"rsificar"a* f$2ionar"a* soci"t3i" 4i#t"7<
b. sc&i4b3ri a" sarcinior i acti!it3ior 65a4a d" 1rod$s" i s"r!icii of"rit"*
1i""" 1" car" s" $cr"a23* b"n"ficiarii i f$rni2orii7<
c. sc&i4b3ri a" t"&noo5i"i $tii2at" 6"c&i1a4"nt"* 4at"ria" i "n"r5i" $tii2at"*
1roc"s" t"&noo5ic"* t"&noo5ia d" biro$7<
d. sc&i4b3ri 8n str$ct$ri" i 1roc"s"" d" cond$c"r" 6or5ani2ar"a int"rn3* f$#$
$cr3rior* 1roc"d$ri" d" $ar" a d"ci2iior i d" contro* sist"4" infor4aiona"7<
". sc&i4b3ri 8n c$t$ra or5ani2aiona3 6!aori* tradiii* r"aii n"oficia"* inf$"n"
i 1roc"s"* sti d" cond$c"r"7<
f. sc&i4b3ri 8n c""a c" 1ri!"t" 1"rsona$ 6cond$c"r"a i 1"rsona$ an5a9at*
co41"t"na* atit$dini"* 4oti!aii"* co41orta4"nt$ i "fici"na 8n 4$nc37<
5. sc&i4b3ri a" 1"rfor4an"i or5ani2aiona" 6financiar"* "cono4ic"* socia"*
ar3t:nd c$4 an$4" or5ani2aia s" "a53 d" 4"di$* 8i 8nd"1in"t" 4isi$n"a i abord"a23
1osibiit3i noi7<
&. sc&i4b3ri a" i4a5inii 1" car" i=a cr"at=o or5ani2aia 8n cadr$ or5ani2aiior d"
ac""ai nat$r3 i 8n soci"tat".
4.2.3. Scimbarea uman"
Di4"nsi$n"a $4an3 a sc&i4b3rii or5ani2aiona" "st" f$nda4"nta3* d"oar"c" oa4"nii
din or5ani2ai" I 1"rsona$ d" cond$c"r" i c" t"&nic i ai $cr3tori I s$nt c"i a c3ror
co41orta4"nt d"t"r4in3 8n fina c" sc&i4b3ri or5ani2aiona" s" 1ot fac" i c" 1rofit$ri r"a"
!or r"2$ta din "". S" 8nt:413 aa d"oar"c" or5ani2aii" s$nt 8naint" d" oric" nit" sist"4"
$4an". Oa4"nii tr"b$i" s3 8n""a53* s3 !r"a i s3 1oat3 s3 i41"4"nt"2" sc&i4b3ri car" a
1ri4a !"d"r" 1ot a13r"a ca fiind 1$r t"&noo5ic" sa$ str$ct$ra"* dar car" 8i !or af"cta* d" fa1t*
8ntr=$n f" sa$ at$.
.n 1roc"s$ d" ada1tar" a sc&i4bar"a or5ani2aiona3 oa4"nii tr"b$i" s3 s" sc&i4b" i
"i: tr"b$i" s3 ac$4$"2" noi c$notin"* s3 absoarb3 4ai 4$t" infor4aii* s3 abord"2" sarcini
noi* s3=i 84b$n3t3"asc3 5rad$ d" co41"t"n3 i foart" ad"s"a s3=i sc&i4b" obic"i$ri" d"
4$nc3* !aori" i atit$dini" fa3 d" 4od$ d" $cr$ din or5ani2aii. Sc&i4bar"a !aorior i
atit$dinior "st" "s"nia3. Probabi c3 n$ 1oat" "#ista nici o sc&i4bar" r"a3 f3r3 o sc&i4bar"
d" atit$din".
Est" i41ortant s3 r"c$noat"4 c3 8n cadr$ $n"i or5ani2aii ac"ast3 c"rin3 s" r"f"r3 a
toat3 $4"a* 8nc"1:nd c$ id"r$ ac"st"ia. C"i car" !or ca s$bordonaii i co"5ii or s3 s"
sc&i4b" tr"b$i" s3 fi" 5ata s3=i anai2"2" i s3=i sc&i4b" 1ro1ri$ or co41orta4"nt*
4"tod"" d" $cr$ i atit$dini" 1ro1rii. Ac"asta "st" r"5$a d" a$r a sc&i4b3rii or5ani2aiona".
S1"ciaitii 8n tiina cond$c"rii s$nt d" acord c3 $n conc"1t $ti r"f"ritor a sc&i4bar"
8n ca2$ oa4"nior "st" c" "aborat d" J$rt L"Kin. Est" !orba d" $n 4od" s"c!"nia* a"
c3r$i "ta1" s$nt d"n$4it": Zd"25&"ar"H* Zsc&i4bar"H i Zr"8n5&"ar"H.
D"25&"ar"a 1ost$"a23 o sit$ai" n"inititoar" 8ntr=o oar"car" 43s$r3* d"oar"c" s"
1r"s$1$n" c3 " n"!oi" d" $n an$4it 5rad d" insatisfaci" i t"a43. Condiii" car" int"nsific3
1roc"s$ d" d"25&"ar" inc$d"* d" obic"i* $n 5rad d" t"nsi$n" 4ai 4ar" d"c:t c" nor4a* car"
cond$c" a o n"c"sitat" !i2ibi3 d" sc&i4bar" 6d" "#"41$* abs"na s$rs"or d" infor4ar"*
dis1ariia contact"or "#ist"nt" i a r$tin"i i o di4in$ar" a 13r"rii b$n" 1" car" oa4"nii o a$
d"s1r" "i 8nii7.
Sc&i4bar"a* sa$ a!ans$ c3tr" sc&i4bar"* "st" "ta1a c"ntra3 a 4od"$$i* 8n cadr$
c3r"ia at:t cond$c"r"a c:t i 1"rsona$ 8nc"1 s3 1ractic" noi" r"aii* 4"tod" i
co41orta4"nt". S$b1roc"s"" sc&i4b3rii c$1rind:
= id"ntificar"a* 8n cadr$ c3r"ia 1"rsoan"" i41icat" t"st"a23 sc&i4b3ri" 1ro1$s"
8n !irt$t"a 4oti!"or "#t"rioar" c" "=a$ fost 1r"2"ntat" 6 d" c3tr" cond$c"r" sa$ d" $n
cons$tant7<
= int"riori2ar"a* 8n cadr$ c3r"ia oa4"nii trad$c obi"cti!"" 5"n"ra" i 1rinci1ii"
sc&i4b3rii 8n obi"cti!" i r"5$i 1"rsona" concr"t". Ac"st 1roc"s 1oat" fi difici* n"c"sit:nd d"
r"5$3 $n "fort consid"rabi din 1art"a c"$i car" s" sc&i4b3 i 4$t3 r3bdar"* cr"ati!itat" i
i4a5inai" din 1art"a cons$tant$$i car" a9$t3 1roc"s$ d" sc&i4bar"* 1"ntr$ a transfor4a
4oti!" "#t"rioar" 65"n"ra"7 8n 4oti!" int"rioar" 6s1"cific" i 1"rsona"7 1"ntr$ acc"1tar"a
sc&i4b3rii 1ro1$s".
R"8n5&"ar"a s" 1rod$c" c:nd 1"rsoana car" s=a sc&i4bat constat3 ac"st $cr$ 1rin
1ro1ria "#1"ri"n3. S$b1roc"s"" i41icat" n"c"sit3 $n 4"di$ 1ro1ic" i coo1"rant 6d"
"#"41$* a1robar"a no$$i co41orta4"nt d" c3tr" cadr"" d" cond$c"r"7 i s$nt d" r"5$3
8nsoit" d" fa1t$ c3 1"rsoana r"s1"cti!3 8nc"1" s3 aib3 o 13r"r" 4ai b$n3 d"s1r" sin" ca
r"2$tat a $n$i s"nti4"nt d" 841inir"* ca $r4ar" a 8nd"1inirii sarcinii. .n stadii" iniia" a"
"ta1"i d" r"8n5&"ar" s" r"co4and3 s3 s" r"ai2"2" o consoidar" 1"r4an"nt3 a
co41orta4"nt$$i c"r$t 61rin r"co41"ns"* a$d" "tc.7 1"ntr$ a s" acc"1ta 1roc"s$ d" 8n!3ar".
Ut"rior* s" r"co4and3 consoidar"a a an$4it" int"r!a" 1"ntr$ a 1r"!"ni dis1ariia noior
4od"" d" co41orta4"nt c" a$ fost 8ns$it". .n fina* no$ co41orta4"nt i noi" atit$dini s$nt
fi" consoidat" i int"riori2at"* fi" r"s1ins" i abandonat".
E#ist3 1atr$ ni!"$ri d" sc&i4bar":
a. sc&i4b3ri d" c$notin"
b. sc&i4b3ri d" atit$din"<
c. sc&i4b3ri d" co41orta4"nt indi!id$a<
d. sc&i4b3ri d" co41orta4"nt or5ani2aiona sa$ d" 5r$1.
.naint:nd d" a ni!"$ ' a ni!"$ ? s" tr"c" 1rin 5rad" tot 4ai 4ari d" di fic$tat" 8n
"f"ct$ar"a sc&i4b3rii* ti41$ n"c"sar sc&i4b3rii fiind totodat3* tot 4ai 8nd"$n5at.
Est" "s"nia s3 r"in"4 c3 sc&i4b3ri" din 4"di$ af"ct"a23 sc&i4bar"a 1"rsoan"or
dintr=o or5ani2ai". Ac"asta d"oar"c" 4"di$ n$ "st" c"!a c" Z8nc"1" dincoo d" 1oarta
or5ani2ai"i* ci c"!a c" s" infitr"a23 8n 8ntr"a5a or5ani2ai"H. Oa4"nii Z8 ad$c c$ "iH c:nd !in
a $cr$. Sc&i4b3ri" car" s" 1"tr"c 8n 4"di$ 8n car" f$ncion"a23 o or5ani2ai" 1ot faciita sa$
841i"dica sc&i4bar"a 8n r:nd$ oa4"nior car" $cr"a23 8ntr=o or5ani2ai". O 1rob"43
fr"c!"nt3 "st" ac""a a $nor 1"rsoan" car" s$nt "#1$s" si4$tan a at:t d" 4$t3 sc&i4bar" i a
at:ta str"s* at:t a $cr$* c:t i 8n !iaa or fa4iia3 i socia3* 8nc:t n$=i 1ot fac" fa3 i
cac&"a23. P" d" at3 1art"* an$4it" sc&i4b3ri din 4"di$* ca d" 1id3 13tr$nd"r"a 4ai ra1id3 a
noior t"&noo5ii d" co4$nicar" i infor4ar" 8n toat" do4"nii" !i"ii $4an"* faciit"a23 4$t
sc&i4b3ri" c" tr"b$i" 1anificat" i i41"4"ntat" d" c3tr" cond$c"r"a or5ani2aiior.
4.2.4. Rezisten!a la scimbare
Istoria o4"nirii arat3 c3* 8n fond* oa4"nii s$nt d"os"bit d" ada1tabii* 1ot fac" fa3
sc&i4b3rii i* 8n 5"n"ra* o acc"1t3 ca 1" $n fa1t nat$ra d" !ia3. At$nci* d" c" sc&i4bar"a 8n
r:nd$ oa4"nior d"!in" at:t d" difici3 8n cont"#t$ sc&i4b3rii or5ani2aiona"T D" c" "st"
Zsc&i4bar"aH $n c$!:nt at:t d" 8nfrico3tor 1"ntr$ 4$i oa4"niT
Oa4"nii o1$n r"2ist"n3 i 8nc"arc3 s3 "!it" sc&i4b3ri" d" 1" $r4a c3rora o d$c 4ai
1rost d"c:t 8n 1r"2"nt 8n 1ri!ina conin$t$$i 4$ncii* condiiior d" $cr$* 8nc3rc3rii c$ sarcini*
!"nit$$i* 1$t"rii d" car" dis1$n. Ac"st $cr$ "st" $or d" 8n""s. %i tot$i s" o1$n" r"2ist"n3*
c&iar i at$nci c:nd sc&i4b3ri" 1ro1$s" a$ $n caract"r n"$tr$* sa$ c&iar fa!orabi 1"rsoan"or
!i2at". E#ist3 4ai 4$t" 4oti!"* 1si&oo5ic" i d" at3 nat$r3* 1"ntr$ ac"ast3 atit$din"* dar c""
d" 4ai 9os 1ar s3 fi" c" 4ai i41ortant".
Li1sa con!in5"rii c3 sc&i4bar"a "st" n"c"sar3. Dac3 oa4"nii n$ s$nt infor4ai 8n 4od
ad"c!at i dac3 n$ i s" "#1ic3 sco1$ sc&i4b3rii* !or consid"ra sit$aia act$a3 ca fiind
satisf3c3toar"* iar oric" "fort d" a o sc&i4ba dr"1t in$ti i d"ran9ant.
Sc&i4bar"a i41$s3 "st" r"si4it3 ca n"13c$t3. .n 5"n"ra* oa4"nior n$ " 1ac" s3 fi"
tratai ca nit" obi"ct" 1asi!". N$ " 1ac sc&i4b3ri" car" " s$nt i41$s" i 8n "53t$r3 c$ car"
n$=i 1ot "#1ri4a nici o 13r"r".
S$r1ri2"" n$ s$nt a5r"at". Oa4"nior n$ " 1ac" s3 n$ fi" infor4ai 8n "53t$r3 c$ !r"o
sc&i4bar" c" s" 1r"53t"t"< &ot3r:ri" cond$c"rii car" ad$c c$ "" sc&i4b3ri i41ortant" s$nt
d"2a5r"abi" dac3 !in 1rin s$r1rind"r".
/"a4a d" n"c$nosc$t. .n 4od f$nda4"nta* oa4"nior n$ " 1ac" s3 tr3iasc3 8n
n"si5$ran3 i 1ot s3 1r"f"r" o sit$ai" 1r"2"nt3 i41"rf"ct3 8n oc$ $n$i !iitor n"c$nosc$t i
n"si5$r.
Oa4"nii o!3i" s3 abord"2" c&"sti$ni n"1o1$ar". Lid"rii 8nc"arc3 ad"s"a s3 "!it"
r"aitat"a n"13c$t3 i aci$ni" n"1o1$ar"* c&iar dac3 8i da$ s"a4a c3 n$ !or 1$t"a s3 " "!it"
!"nic.
/"a4a d" inca1acitat" i ""c. M$i oa4"ni s$nt 8n5ri9orai d" ca1acitat"a or d" a s"
ada1ta a sc&i4bar" i d" a=i 13stra i 84b$n3t3i caitat"a acti!it3ii 8ntr=o sit$ai" d" 4$nc3.
Unii s" 1ot si4i a4"ninai* 1$n:nd a 8ndoia3 1ro1ria or ca1acitat" d" a fac" $n "fort s1"cia
1"ntr$ a 8n!3a 4"tod" noi.
Practici"* obic"i$ri" i r"ait3i" s$nt t$b$rat". Ca $r4ar" a sc&i4b3rii
or5ani2aiona"* 1ractici i obic"i$ri d" $cr$ bin" stabiit" i d"1in st31:nit" 1ot d"!"ni
8n!"c&it"* iar r"aii fa4iiar" 1ot fi 4odificat" sa$ tota distr$s". Ac"asta 1oat" cond$c" a
st3ri d" fr$star" i d" insatisfaci" consid"rabi".
Li1sa d" r"s1"ct i 8ncr"d"r" 8n 1"rsoana car" 1ro4o!"a23 sc&i4bar"a. Oa4"nii s$nt
b3n$itori c:nd "st" !orba d" o sc&i4bar" 1ro1$s3 d" $n id"r 8n car" n$ a$ 8ncr"d"r" i 1" car"
n$ 8 r"s1"ct3 sa$ d" oric" 1"rsoan3 din afar3 a c3r"i co41"t"n3 i a" c3r"i 4oti!" d"
sc&i4bar" n$ s$nt c$nosc$t" i 8n""s".
8.5. M'.o0' 0' %;o&0%&' % 3$:#;,&## <" o&(%"#)%*##
4.3.1. Scimbarea neplanificat".
.n oric" or5ani2ai" s" 1rod$c sc&i4b3ri Znat$ra"H* "!o$ti!". Un "#"41$ ti1ic "st"
84b3tr:nir"a "c&i1a4"nt"or i a oa4"nior* car" ar" at:t as1"ct" n"5ati!"* 1rob"4atic" 6d"
"#"41$ n"c"sitat"a d" a r"1ara* 4od"rni2a i 8noc$i "c&i1a4"nt$ sa$ n"c"sitat"a d" a 8noc$i
ac"i cond$c3tori car" i=a$ 1i"rd$t dina4is4$ i "an$7* c:t i as1"ct"" 1o2iti!" 6co41"t"na
t"&nic3 i d" cond$c"r" ac$4$at3 8n ani d" "#1"ri"n3 1ractic37. Ac"st" sc&i4b3ri a$ oc
ind"1"nd"nt d" !oina cond$c"rii. D"i n$ 1ot fi c$ ad"!3rat 1anificat"* ac"st"a 1ot i tr"b$i"
a!$t" 8n !"d"r" c:nd s" 1anific3 !iitor$ 8ntr"1rind"rii. Est" 1osibi s3 s" 1anific" 43s$ri d"
1r"!"nir" i "i4inar" a cons"cin"or n"5ati!" a" sc&i4b3rii "!o$ti!".
O 4ar" 1art" a sc&i4b3rii n"1anificat" n$ "st" d" nat$r3 "!o$ti!3. Ac"asta d"oar"c"
or5ani2aii" 1$r i si41$ tr"b$i" s3 r"acion"2" a sit$aii noi. S1r" 1id3* o 8ntr"1rind"r"
1rod$c3toar" 1oat" fi siit3* din ca$2a conc$r"n"i* s3=i r"d$c3 drastic 1r"$ri" sa$ o 5r"!3
1oat" fora o or5ani2ai" s3 43r"asc3 saarii" "tc. O astf" d" sc&i4bar" "st" ada1ti!3 sa$
r"acti!3. Or5ani2aia n$ a 1anificat=o i* ad"s"a* n$ a !32$t n"c"sitat"a "i d"c:t c:nd a fost
1r"a t:r2i$. .ns3 or5ani2aia o1"r"a23 sc&i4bar"a 1"ntr$ a r3s1$nd" $nor "!"ni4"nt" sa$
t"ndin" car" o a4"nin3 sa$ car"* di41otri!3* 8i of"r3 1osibiit3i noi* n"at"1tat".
4.3.2. Scimbarea planificat"
Dac3 o or5ani2ai" 8i i4it"a23 8ntr"5$ "fort d" sc&i4bar" a "f"ct$ar"a $nor sc&i4b3ri
n"1anificat"* ac"sta "st" $n s"4n d" 4ana5"4"nt inad"c!at 6in"fici"nt7. Acoo $nd" s"
8nt:413 aa c"!a s" d"4onstr"a23 i1sa oric3r"i dorin" sa$ inca1acitat"a d" a 1ri!i 8n !iitor i
d" a 1r"53ti or5ani2aia 1"ntr$ a r"aciona a or5ani2aii" !iitoar"* a 4o4"nt$ i 8n 4od$
1otri!it. Panificar"a n$ "i4in3 co41"t sc&i4b3ri" n"1anificat"* 8ns3 a9$t3 or5ani2aia s3 s"
1r"53t"asc3 8n 4od ad"c!at 1"ntr$ $n"" sc&i4b3ri c" 1ot fi antici1at" i r"d$c" n$43r$ d"
sit$aii 8n car" tr"b$i" f3c$t" sc&i4b3ri 8n 5rab3* 8ntr=o at4osf"r3 d" 1anic3. Mai 4$t d"c:t
at:t* 1anificar"a sc&i4b3rii 1"r4it" or5ani2ai"i s3 Zcr""2"H !iitor$ 6d" "#"41$* 1rin
1ro5r"s$ t"&noo5ic sa$ 1rin ansar"a d" 1rod$s" i s"r!icii noi7* s3=i 1ro1$n3 i s3 atin53
obi"cti!" d" d"2!otar" 8ndr32n"".
C:t"!a 8ntr"b3ri c" 1ot fi 1$s" c:nd s" 1anific3 sc&i4bar"a s$nt:
= C" sc&i4b3ri a$ oc 8n 4"di$T Car" !or fi i41icaii" or 1"ntr$ or5ani2aia noastr3T
= C" sc&i4b3ri tr"b$i" s3 fac"4 noi 1"ntr$ a n" atin5" obi"cti!"" d" d"2!otar"* a n"
84b$n3t3i acti!itat"a* a n" 43ri Zs"54"nt$ d" 1ia3H "tc.T
= C" sc&i4b3ri n"dorit" s" !or 1rod$c" 8n or5ani2aia noastr3 dac3 n$ $34 din ti41
43s$ri 1"ntr$ a " 841i"dicaT
= C" f" d" sc&i4bar" i 8n c" 5rad s$nt"4 ca1abii s3 o introd$c"4T
= C" f" d" sc&i4bar" !or 1$t"a oa4"nii s3 acc"1t" i s3 s$sin3 i 8n c" 5radT
= S3 i41"4"nt34 sc&i4bar"a 8n "ta1"T
= Car" !or fi r"aii" dintr" di!"rs"" sc&i4b3ri 1" car" int"nion34 s3 a fac"4T C$4 "
!o4 coordona T
= Car" tr"b$i" s3 fi" ori2ont$ nostr$ d" ti41 i 1ro5ra4$ d" i41"4"ntar" a
sc&i4b3riiT
Uti4a 8ntr"bar" "st" cr$cia3. At:t or5ani2aii"* c:t i oa4"nii 1ot absorbi doar $n
!o$4 i4itat d" sc&i4bar" 1" o an$4it3 1"rioad3 d" ti41* iar ac"ast3 ca1acitat" d" absorbi"
n$ "st" ac""ai 8n dif"rit""* 3ri sa$ a dif"rii oa4"ni. Prin $r4ar"* 1ro5ra4ar"a at"nt3 a
rit4$$i sc&i4b3rii "st" $na din t"&nici" 1rinci1a" n"c"sar" 1"ntr$ cond$c"r"a sc&i4b3rii*
1r"c$4 i o di4"nsi$n" critic3 a 1anific3rii sa".
4.3.3. Scimbarea impus"
O 4ar" 1art" a sc&i4b3rii 8n cadr$ or5ani2ai"i "st" i41$s3 d" c3tr" cond$c"r".
Fr"c!"nt ac"asta 5"n"r"a23 n"4$$4ir" i r"s"nti4"nt"* 4ai a"s dac3 oa4"nii af"ctai d"
astf" d" sc&i4b3ri cr"d c3 ar fi tr"b$it s3 fi" cons$tai sa$ c" 1$in infor4ai 8n 1r"aabi.
Dac3 sc&i4bar"a "st" iniiat3 d" 1" o 1o2ii" d" for3 "a 1oat" s3 dis1ar3 odat3 c$ dis1ariia
s$rs"i d" 1$t"r" sa$ abs"na $nor sanci$ni ad"c!at".
N$ s" 1oat" afir4a 8ns3 c3 oric" sc&i4bar" i41$s3 "st" d" a sin" n"1otri!it3. E#ist3
sit$aii d" $r5"n3 8n car" disc$tar"a sc&i4b3rii "st" i41osibi3* iar 8nt:r2i"r"a 8n $ar"a $n"i
&ot3r:ri ar fi "5a3 c$ sin$cid"r"a. E#ist3 43s$ri i r"5"4"nt3ri ad4inistrati!" car" af"ct"a23
4$i oa4"ni* dar car" s$nt d" i41ortan3 4inor3 i n$ 9$stific3 disc$ii i cons$t3ri
8nd"$n5at". .n 5"n"ra* atit$din"a fa3 d" sc&i4bar"a i41$s3 "st" 4$t inf$"nat3 at:t d"
c$t$r3* d" "d$cai"* d" "#ist"na sa$ in"#ist"na $nor at"rnati!" d" sc&i4bar"* c:t i d" ai
factori.
.naint" d" a d"cid" s3 i41$n3 o sc&i4bar"* id"r$ or5ani2ai"i tr"b$i" s3 s" 1r"53t"asc3
t"4"inic. I41$n"r"a sc&i4b3rii "st" o1ort$n3 n$4ai dac3 id"r$ "st" f"r4 con!ins c3 n$
"#ist3 nici o at3 at"rnati!3* dac3 d" "#"41$* n$ i=a 1$t$t asi5$ra s1ri9in$ 5r$1$$i* dar
Zti"H c3 sc&i4bar"a "st" in"!itabi3. Lid"r$ tr"b$i" 8ns3 s3 fac3 totd"a$na "fort$ d" a "#1ica
d" c" a &ot3r:t s3 i41$n3 o sc&i4bar".
4.3.4. Scimbarea participativ"
Oa4"nii a1arin:nd $nor c$t$ri naiona" i or5ani2aiona" dif"rit" n$ a$ ac""ai
atit$din" fa3 d" sc&i4b3ri" car" " s$nt 1r"2"ntat" dr"1t $n fa1t 841init i car" " s$nt
i41$s" f3r3 nici o disc$i" sa$ cons$tar" 1r"aabi3. /ot$i* t"ndina c3tr" $tii2ar"a sc&i4b3rii
1artici1ati!" "st" tot 4ai 1ron$nat3 8n $4"a d" a2i. Oa4"nii !or s3 ti" c" sc&i4b3ri s"
1r"53t"sc i s3 fi" 8n star" s3 inf$"n"2" ac"" sc&i4b3ri car" 8i 1ri!"sc. P" d" at3 1art"*
cond$c3torii di!"rs"or or5ani2aii s$nt tot 4ai conti"ni d" ac"ast3 c"rin3 f$nda4"nta3 i
r"acion"a23 1rin ado1tar"a $n"i abord3ri 1artici1ati!" a sc&i4b3rii.
Un 1roc"s d" sc&i4bar" 1artici1ati!3 "st" 4ai "nt* c"r" 4ai 4$t ti41 i "st" 4ai
costisitor d"c:t sc&i4bar"a i41$s3* dar "st" consid"rat ca fiind 4ai d$rabi. .n 1$s*
sc&i4bar"a 1artici1ati!3 a9$t3 cond$c"r"a s3 b"n"fici"2" d" "#1"ri"na i cr"ati!itat"a
oa4"nior* c""a c" "st" 5r"$ d" f3c$t dac3 sc&i4bar"a "st" i41$s3.
E#ist3 di!"rs" ni!"$ri i for4" d" 1artici1ar" a 1roc"s$ d" sc&i4bar"* d"1in2:nd d"
nat$ra i co41"#itat"a sc&i4b3rii* d" 4at$ritat"a* co"r"na i 4oti!aia 5r$1$$i i d" r"aia
dintr" cond$c"r" i 1"rsona$ or5ani2ai"i.
La 1ri4$ ni!"* cond$c3tor$ sa$ cons$tant$ infor4"a23 1"rsona$ !i2at d"s1r"
n"c"sitat"a sc&i4b3rii i d"s1r" 43s$ri" s1"cific" c" s" 1r"53t"sc.
La ni!"$ a doi"a* 1" 1arc$rs$ 1roc"s$$i d" sc&i4bar" a$ oc cons$t3ri c$ 1ri!ir" a
sc&i4bar"a r"s1"cti!3* d" "#"41$ 1"ntr$ id"ntificar"a n"!oii d" sc&i4bar" i 1"ntr$ a !"rifica
dac3 oa4"nii ar r"aciona n"5ati! a 43s$ri" 1ro1$s". S" soicit3 s$5"stii i critici* iar
cond$c"r"a 1oat" s3=i r"consid"r" 1an$ d" sc&i4bar" 1" ba2a ac"stora.
La ni!"$ a tr"i"a* cond$c"r"a $r43r"t" i41icar"a acti!3 a 1"rsona$$i 8n
1anificar"a i i41"4"ntar"a sc&i4b3rii* in!it:nd oa4"nii s3 1artici1" a d"finir"a a c""a c"
tr"b$i" sc&i4bat i a 4odait3ii d" o1"rar" a sc&i4b3rii* 1r"c$4 i a trad$c"r"a 8n fa1t a
sc&i4b3rior. Ac"st $cr$ s" r"ai2"a23* 8n 4od nor4a* 1rin int"r4"di$ $nor 5r$1" d" $cr$*
co"cti!" 1" 1rob"4"* co4it"t" s1"cia"* "din" c$ 1"rsona$ "tc.
4.3.#. Scimbarea negociat"
.n 4$t" sit$aii* sc&i4bar"a n"c"sit3 n"5oci"ri. Ac"st"a a$ oc at$nci c:nd do$3 sa$ 4ai
4$t" 1"rsoan" sa$ 5r$1$ri disc$t3 43s$ri" c" $r4"a23 a fi introd$s"* b"n"ficii" obin$t" i
cost$ri" i41icat" din 1$nct$ d" !"d"r" a t$t$ror c"or int"r"sai. R"2$tat$ 1oat" fi $n
co41ro4is at$nci c:nd nici $na din 13ri n$= consid"r3 dr"1t so$ia id"a3. /ot$i* cr"t"
1robabiitat"a ca toi c"i i41icai s3 acord" s1ri9in i* d" aici* 1robabiitat"a d" a i41"4"nta
acord$ a car" s=a a9$ns.
Cond$c3torii tr"b$i" s3 fi" d"os"bit d" r"c"1ti!i fa3 d" id""a $n$i diao5 c$
r"1r"2"ntanii 1"rsona$$i or5ani2ai"i* diao5 car" "st" d" dorit n$ n$4ai 8n ca2$ri"
1r"!32$t" 8n 4od "#1r"s d" "5" sa$ acord$ri oficia"* ci i 1"ntr$ 1r"53tir"a ator sc&i4b3ri
car" 1ot af"cta int"r"s"" oa4"nior din or5ani2ai".
8.8. Co"0!$'&'% 3$:#;,&##
4.4.1. Principii ale conducerii scimb"rii
Est"* d"si5$r* i41osibi s3 of"ri $n 4od" si41$ d" r"ai2ar" a sc&i4b3rii
or5ani2aiona" 8n toat" sit$aii"* d"i s" 1ot 4"niona c:t"!a r"5$i $ti".
.n 1ri4$ r:nd* "st" n"!oi" s3 s" ar4oni2"2" 43s$ri" i 1roc"s"" d" sc&i4bar" c$
acti!it3i" i 1roc"s"" d" cond$c"r" nor4a" a" or5ani2ai"i. S=ar 1$t"a s3 "#ist" conc$r"n3
1"ntr$ obin"r"a $nor r"s$rs" 4ai 5r"$ dis1onibi"< $nii oa4"ni 1ot fi soicitai at:t 1"ntr$
1anificar"a sa$ 1r"53tir"a $n"i sc&i4b3ri* c:t i 1"ntr$ r"2o!ar"a $nor 1rob"4" c$r"nt".
Prob"4a "st" d"os"bit d" act$a3 i d" d"icat3 8n or5ani2aii" car" tr"c 1rin sc&i4b3ri
4a9or"* d" "#"41$ 8n ca2$ 1rod$ci"i d" s"ri" 4ar"* $nd" tr"c"r"a a $n no$ 1rod$s sa$ a o
no$3 t"&noo5i" n"c"sit3 o r"str$ct$rar" 4a9or3 d" 1rod$ci"* i a s"ciior* i 8ntr"bar"a "st"
c$4 s3 s" r"ai2"2" ac"st $cr$ f3r3 1i"rd"ri s$bstania" d" 1rod$ci" i 1rod$cti!itat".
.n a doi"a r:nd cond$c"r"a tr"b$i" s3 d"t"r4in" 43s$ri" d" sc&i4bar" concr"t" 1"ntr$
car" "st" n"!oi" d" 8ndr$4ar"a sa i s3 d"cid3 as$1ra 5rad$$i i for4"i 8n car" s" !a i41ica
dir"ct 8n as"4"n"a 43s$ri. Crit"ri$ 1rinci1a "st" 5rad$ d" dific$tat" a 43s$rior i
i41ortana or 1"ntr$ !iitor$ or5ani2ai"i. .n or5ani2aii" 4ai 4ari cond$c"r"a s$1"rioar3 n$
s" 1oat" i41ica dir"ct 8n toat" sc&i4b3ri"* dar "#ist3 $n"" sc&i4b3ri 1" car" tr"b$i" s3 "
cond$c3 dir"ct sa$ tr"b$i" s3 53s"asc3 o 4ani"r3 ad"c!at3* "#1icit3 sa$ si4boic3* d" a acorda
s1ri9in. Ac"st" 4"sa9" d" consoidar" car" !in d" a cond$c3tor constit$i" $n sti4$=c&"i" 8ntr=
$n "fort d" sc&i4bar".
.n a tr"i"a r:nd* di!"rs"" 1roc"s" d" sc&i4bar" din or5ani2ai" tr"b$i" s3 fi"
ar4oni2at" 8ntr" "". Dac3 ac"st $cr$ 1oat" fi $or 8ntr=o or5ani2ai" 4ic3 i si413* " 1oat" fi
difici 8ntr=$na 4ar" i co41"#3. Ad"s"a di!"rs" s"r!icii $cr"a23 a 1rob"4" si4iar" 6d"
"#"41$ introd$c"r"a d" noi t"&noo5ii d" 1r"$crar" a infor4ai"i7. E" 1ot !"ni c$ 1ro1$n"ri
car" n$ s" 8ncadr"a23 8n 1oitica 5"n"ra3 a cond$c"rii i 8n 1roc"d$ri" standard sa$ car"
n"c"sit3 r"s$rs" "#c"si! d" 4ari. Sa$* 1"ntr$ a contin$a "#"41$* $n s"r!ici$ "abor"a23
1ro1$n"ri d" sc&i4bar" 4ai b$n"* i41$n:nd$=s" ca c""at" s"r!icii s3 fi" con!ins" c3 tr"b$i"
s3 r"n$n" a sist"4$ or act$a sa$ a noi" 1ro1$n"ri i s3 acc"1t" 1ro1$n"ri" 4ai b$n" a"
atc$i!a. Ac"st"a s$nt sit$aii 8n car" cond$c"r"a s$1"rioar3 tr"b$i" s3 int"r!in3 c$ tact.
.n a 1atr$"a r:nd* a cond$c" sc&i4bar"a 8ns"a4n3 a a!"a d"=a fac" c$ di!"rs"" "i
as1"ct" I t"&noo5ic"* str$ct$ra"* 1roc"d$ra"* $4an"* 1si&oo5ic"* 1oitic"* financiar" "tc.
Ac"asta "st"* 1oat"* r3s1$nd"r"a f$nda4"nta3 i c"a 4ai difici3 a cond$c"rii "5at3 d"
sc&i4bar"a or5ani2aiona3* d"oar"c" 1roc"s$ d" sc&i4bar" i41ic3 s1"ciaiti car" ad"s"a
8nc"arc3 s3=i i41$n3 !"d"ri" or i4itat" 8n 1ri!ina $nor 1rob"4" co41"#" i
4$tidisci1inar".
.n a cinci"a r:nd* a cond$c" sc&i4bar"a 1r"s$1$n" a $a &ot3r:ri c$ 1ri!ir" a
$tii2ar"a di!"rs"or 4"tod" i t"&nici d" abordar" car" s3 1"r4it3 $n b$n 8nc"1$t* $cr$
sist"4atic* 8nfr:n5"r"a r"2ist"n"i* asi5$rar"a coabor3rii din 1art"a oa4"nior i
i41"4"ntar"a r"a3 a sc&i4b3rii.
4.4.2. Rolul inovatorilor $i agen!ilor de scimbare
E#1"ri"na arat3 c3 $n "fort d" sc&i4bar" n"c"sit3 $n 8nc"1$t b$n. A $a o &ot3r:r"
cor"ct3 8n "53t$r3 c$ c" an$4" tr"b$i" sc&i4bat i a 8413ri r3s1$nd"ri" n$ "st" s$fici"nt.
/r"b$i" s3 "#ist" oa4"ni car" s3 aib3 4ini critic" i ino!atoar"* c3rora s3 " 1ac3 s3
"#1"ri4"nt"2"* s3 8ntr"!ad3 !iitor$* s3 aib3 con!in5"r"a c3 sc&i4bar"a "st" 1osibi3 i s3
inf$"n"2" 1" aii n$ !orbind d"s1r" sc&i4bar"* ci d"4onstr:nd c" an$4" s" 1oat" r"ai2a.
Ac"ti Zino!atoriH* Zoa4"ni ai a!an5ard"iH* Z4iitaniH sa$ Z8ntr"1rin23tori int"rniH* c$4 s$nt
d"n$4ii $n"ori* 1ot $cra sa$ n$ 8n 1ost$ri d" cond$c"r".
Or5ani2aii" int"r"sat" 8n sc&i4bar" tr"b$i" s3 8nc$ra9"2" ino!aia* "#1"ri4"nt"" i
s1irit$ 8ntr"1rin23tor. P"ntr$ cond$c"r" ac"asta n$ 8ns"a4n3 doar a to"ra abat"ri d" a r$tin3
i tradii" i a acc"1ta c3 ac"st $cr$ n$ "st" 1osibi f3r3 $n oar"car" risc* ci i a an5a9a 8n 4od
d"ib"rat 1"rsoan" ino!atoar"* d:nd$=" ansa s3 $cr"2"* obs"r!:nd$=" 8n ti41$ acti!it3ii i
foosind$=i ca "#"41" 1"ntr$ a ar3ta c" 1oat" s3 r"ai2"2" or5ani2aia.
P"rsoan"" sa$ "c&i1"" ino!atoar" i c$ s1irit 8ntr"1rin23tor 9oac3 $n ro 1ro"4in"nt 8n
strat"5ii" d" s$cc"s a" sc&i4b3rii or5ani2aiona". Ac"tia s$nt 1"ntr$ or5ani2ai" 1rinci1aii
a5"ni ai sc&i4b3rii. Ad"s"a sc&i4bar"a 8nc"1" c&iar 8n $nit3i" or. Unii din "i !or d"!"ni
cond$c3torii $nor $nit3i noi* r"s1onsabii 1"ntr$ 1rod$s" sa$ s"r!icii* coordonatori ai
1roi"ct"or d" sc&i4bar" sa$ instr$ctori i cons$tani int"rni car" !or a9$ta at" $nit3i s3
"f"ct$"2" sc&i4b3ri" n"c"sar".
.n 1r"2"nt$ s$bca1ito s" !a trata 1rob"4a sc&i4b3rior 1anificat"* !o$ntar"* a ni!"
d" or5ani2ai"* sc&i4b3ri" int"nionat" a!:nd dr"1t sco1 84b$n3t3ir"a 1"rfor4an"or
or5ani2aiona".
8.=. Co2o"'".'+' 3!2!3' 3$:#;,&##
/gentul schimbrii "st" ac"a 1"rsoan3 r"s1onsabi3 c$ faciitar"a d"sf3$r3rii ac"st$i
1roc"s 8n cadr$ or5ani2aiior. Ac"sta 1oat" fi din int"rior 64ana5"r* s1"ciaist "tc7 sa$ din
"#t"rior 6cons$tani "#t"rni7* 1rinci1a$ or obi"cti! fiind ac"a d" a introd$c" oric"
transfor4ar" n"c"sar3 cr"t"rii "fici"n"i or5ani2ai"i. E#ist3 tr"i co41on"nt" 1ot"nia" car"
s$nt !i2at" 8n 1roc"s$ sc&i4b3rii !o$ntar": t"&noo5ic3* str$ct$ra3 i $4an3. Modific3ri"
ac"stora r"1r"2int3 4odait3i !iabi" d" 1"rf"cionar" sa$ 84b$n3t3ir" a 1"rfor4an"or
or5ani2aiona". C"" tr"i co41on"nt" int"racion"a23 8ntr=$n 5rad ridicat* sc&i4b3ri"
t"&noo5ic" 1$t:nd d"t"r4ina s1r" "#"41$ sc&i4b3ri at:t str$ct$ra" c:t i $4an"
0B
. D" ac""a*
$n b$n a5"nt a sc&i4b3rii tr"b$i" s3 ti" s3 id"ntific" calitile sistemice ale organizaiei, s3
fi" 1r"53tit 1"ntr$ a1ariia $nor astf" d" "f"ct" 8n d"sf3$rar"a acti!it3ior* dar i d" a $tii2a
co4$nicar"a ca 1" $n instr$4"nt n"c"sar "#1ic3rii* 8n""5"rii i $r43ririi n"c"sar" 8n ca2$
sc&i4b3rii.
Fi5$ra ;.N = Co41on"nt"" s$1$s" sc&i4b3rii i int"raci$ni" dintr" ac"st"a
27 C:nd"a R. i C:nd"a M. s$sin c3 O8n 5"n"ra* an5a9aii 4anif"st3 r"2ist"n3 n$ at:t sc&i4b3rior d" ordin t"&nic
6t"&noo5i"* 4"tod" "tc.7* c:t 4ai d"5rab3 c"or d" ordin socia i d" r"aii int"r$4an" car" 8nso"sc sc&i4bar"a d"
ordin t"&nic.O = O1. cit.* 1. ';D.
.n Fi5. ;.N
0P
s$nt 1r"2"ntat" c"" tr"i co41on"nt" i int"raci$ni" dintr" ac"st"a.
D"i s" obs"r!3 fa1t$ c3 toat" co41on"nt"" s$nt af"ctat" d" 4odificar"a $n$ia dintr"
ac"st"a* n$ tr"b$i" "#c$s3 a"5"r"a $n"i int" iniia". P"ntr$ 4a9oritat"a oa4"nior* a"5"r"a
"st" inf$"nat3 d" sist"4$ 1"rsona d" !aori i d" 5rad$ d" confort 1" car" 8 asi5$r3 fi"car"
dintr" co41on"nt"" 1ot"nia s""ctat". D" "#"41$* 4$i 4ana5"ri 1r"f"r3 abord3ri"
raiona"* consid"r:nd sc&i4b3ri" t"&nic" i str$ct$ra" ca fiind c"" 4ai acc"1tabi". E#ist3
d"si5$r i ca2$ri 8n car" s" consid"r3 c3 c"a 4ai "fici"nt3 4odaitat" d" r"ai2ar" a sc&i4b3rii o
r"1r"2int3 dr$4$ dr"1t c3tr" indi!id* OocO $nd" !aori" i s"nti4"nt"" 1ot fi disc$tat" 8n c"
4ai d"sc&is 4od c$ 1$tin3. Mana5"rii car" 1r"f"r3 ac"ast3 ca" s" ba2"a23 1" r"aii" $4an"
a$t"ntic" i consid"r3 str$ct$ra ca fiind doar coat"ra3 obi"cti!"or or. Ac"st" 1r"dis1o2iii
contradictorii 8i d"t"r4in3 1" a5"ni s3 introd$c3 sc&i4bar"a 8n dif"rit" 4od$ri i $tii2:nd
an$4it" instr$4"nt".
Cons$tanii 1os"d3 i "i a r:nd$ or !aori car" " inf$"n"a23 a"5"r"a st rat"5i"i.
0N
.n
4o4"nt$ 8n car" $n cons$tant a fost an5a9at 1"ntr$ dia5nosticar"a $n"i 1rob"4" i
r"co4and3 o an$4it3 s"ri" d" aci$ni* ac"st"a !or fi inf$"nat" 8ntr=o 4ar" 43s$r3 d" sist"4$
d" !aori a cons$tant$$i. Nici $n a5"nt* cons$tant sa$ 4ana5"r n$ 1oat" "i4ina inf$"na
!aorior 1"rsona" as$1ra acti!it3ii 1" car" ac"tia o d"sf3oar3. C$ toat" ac"st"a* o strat"5i"
1oat" a!"a r"2$tat" s$1"rioar" n$4ai dac3 "st" s""ctat3 8n f$nci" d" 5rad$ d" cor"s1ond"n3
c$ n"c"sit3i" sit$ai"i i n$ doar 8n f$nci" d" sist"4$ d" !aori a a5"nt$$i r"s1"cti!.
Prof$n2i4"a co41on"nt"or. O 4odaitat" d" a"5"r" a co41on"nt"i car" !a fi sc&i4bat3
"st" ac""a d" a "sti4a i41act$ 1si&oo5ic i "4oiona 1" car" sc&i4bar"a 8 !a d"t"r4ina.
At$nci c:nd 1"rsonaitat"a dir"ctor$$i r"1r"2int3 ca$2a 1rob"4"i* ar 1$t"a fi n"c"sar"
sc&i4b3ri 1"rsona" foart" 1rof$nd". P"ntr$ a s" 1"r4it" 84b$n3t3ir"a sit$ai"i or5ani2ai"i ar
tr"b$i ca 4od$ d" int"r1r"tar" a $cr$rior i s"nti4"nt"" s3 fi" sc&i4bat" a ni!" d" indi!id.
Dac3 1rob"4"" or5ani2aiona" a$ a ba23 inca1acitat"a cond$c"rii d" a=i r"c$noat" i
8n3t$ra 1$nct"" sab" sa$ d"f"ct"" 1" car" " ar"* c$ si5$ran3 "st" n"!oi" d" sc&i4b3ri 4ai
4$t d"c:t s$1"rficia".
Sc&i4b3ri" str$ct$ra" i t"&noo5ic"* car" n$ d"t"r4in3 o i41icar" "4oiona3
1rof$nd3* s$nt c$ 4$t 4ai si5$r" din 1$nct d" !"d"r" 1si&oo5ic* i 4ai $or d" 9$stificat d"
c3tr" a5"ni i d" acc"1tat d" c3tr" ci"ni. Ac"st"a !or fi co41on"nt"" !i2at" 8n sit$aii" 8n
car" n$ "st" n"c"sar3 o sc&i4bar" 1rof$nd3. So>oi> i S"frid5" i=a$ i4a5inat or5ani2aia ca
$n aisb"r5* a$torii 1as:nd c"" tr"i co41on"nt" s$1$s" sc&i4b3rii a dif"rit" ni!"$ri d"
28 Ada1tat3 d$13 -arod R. L"a!itt* A11i"d Or5ani2ationa C&an5" in Ind$strL: Str$ct$ra* /"c&noo5ica and
-$4anistic A11roac&"s* 8n -andboo> of Or5ani2ations* "d. R.,.Marc&* Rand McNaL* C&ica5o* 'NFD* 1. ''?D.
29 /ic&L* N.* M.* -ornst"in* -.*A.* Stand @&"n Wo$r N$4b"r is Ca"d: An E41irica Att"41t to CassifL /L1"s of
Socia C&an5" A5"nts* -$4an R"ations* 0N 6'NBF7* 11. N?D=NFB.
1rof$n2i4".
;C
So$ii" t"&nic" s" sit$"a23 8n 1art"a s$1"rioar3 !i2ibi3* $or d" 8n""s i
acc"1tat d" 4a9oritat"a indi!i2ior. .n 1art"a o1$s3 s" 1as"a23 abord3ri" 1"rsona"* $4an"* c$
4$t 4ai 5r"$ d" tratat i 4ai riscant" din 1$nct d" !"d"r" 1si&oo5ic. La 4i9oc s" af3
4odific3ri" str$ct$ra"* raiona"* obi"cti!"* car" 1ot fac" obi"ct$ doc$4"nt3rii i car" s$nt 8n
5"n"ra $or acc"1tabi". C$ toat" ac"st"a* datorit3 i41icaiior ad"s"a i41r"!i2ibi"*
sc&i4b3ri" str$ct$ra" 1ot fi c$ 4$t 4ai 1rof$nd" 8n an$4it" ca2$ri.
Crit"rii d" s""ci" a co41on"nt"i car" !a fi sc&i4bat3. D$13 c$4 s$sin $nii a$tori* 8n
a"5"r"a co41on"nt"i s$nt i41ortant" do$3 crit"rii.
;'
.n 1ri4$ r:nd* sc&i4bar"a tr"b$i" s3
aib3 $n 5rad d" 1rof$n2i4" car" s3 asi5$r" 1osibiitat"a "!id"ni"rii $n"i dif"r"n" 8n
acti!itat"a or5ani2ai"i. S1r" "#"41$* s$nt in$ti" sc&i4b3ri" d" ordin 1si&oo5ic a ni!" d"
indi!id 8n sit$aia 8n car" "st" n"c"sar3 doar o r"for4$ar" a sarcinior indi!id$a" sa$ a
sist"4$$i d" contro a acti!it3ior. Id""a "st" ca oa4"nii s3 n$ fi" s$1$i sc&i4b3rii dac3
ac"st $cr$ n$ "st" n"c"sar or5ani2ai"i< ac"st $cr$ n$ i41ic3 8nc"tar"a sa$ "!itar"a
sc&i4b3rii indi!i2ior 8n afara or5ani2ai"i* c""a c"* c$ si5$ran3* !a a!"a an$4it" i41icaii
as$1ra acti!it3ii 8n int"rior$ or5ani2ai"i.
C" d"=a doi"a crit"ri$ "st" ac"a c3 sc&i4bar"a n$ tr"b$i" forat3* "a r"ai2:nd$=s"
n$4ai 8n 43s$ra 8n car" or5ani2aia o 1oat" acc"1ta. Dac3 o sc&i4bar" 1rof$nd3 s" do!"d"t" a
fi inacc"1tabi3 din ca$23 c3 4"4brii or5ani2ai"i n$ s$nt 1r"53tii 1"ntr$ ac"asta* at$nci toat"
"fort$ri" d" 8naintar" !or fi 23d3rnicit" d" r"2ist"na 4anif"stat3 8n faa sc&i4b3rii. .n ac"ast3
sit$ai"* a5"nt$ Otr"b$i" s3 s" r"tra53 1:n3 a ni!"$ a car" 4"4brii or5ani2ai"i s$nt 4ai
1r"5atii i dis1$i s3 s" i41ic" 8n 1roc"s$ d" sc&i4bar".O
;0
.n afara n"c"sit3ior obi"cti!"
i41$s" d" sit$aia "#ist"nt3* a"5"r"a fina3 a co41on"nt"i s$1$s" sc&i4b3rii* !a fac" i
obi"ct$ acc"1t3rii d" c3tr" ci"nt.
Strat"5ia "5ai23rii 1$t"rii 6sa$ asc"nd"nt37. Oricar" ar fi co41on"nta a"as3 i indif"r"nt
d" 4od$ 8n car" or5ani2aia r"2o!3 1rob"4a stabiirii 1rof$n2i4ii int"r!"ni"i* r34:n"
d"sc&is3 c&"sti$n"a dir"ci"i d" int"r!"ni": d" 9os 8n s$s sa$ d" s$s 8n 9osT O 1ri43 abordar"*
ib"ra3* "st" ac""a car" s$sin" o distrib$i" "5a3 a 1$t"rii i a 1artici13rii a "#"rcitar"a
ac"st"ia. Foart" 4$t" st$dii car" a$ d"4onstrat b"n"ficii" co=1artici13rii a sc&i4bar"* a$
atras at"nia as$1ra fa1t$$i c3 4ana5"rii a$ fost sf3t$ii s3=i 841art3 o 1art" din 1$t"r" c$
s$bordonaii. O strat"5i" d" "5ai2ar" a 1$t"rii $tii2at3 1"ntr$ 1anificar"a $n"i sc&i4b3ri
cond$c" a atin5"r"a $r43toar"or cinci obi"cti!":
6a7 o 4ai b$n3 8n""5"r" a sc&i4b3rii din 1art"a 1artici1anior a 1roc"s$ d"
30 So>oi>* S.* L.* S"frid5"* R.* R.* A Co41r"&"nsi!" Vi"K of Or5ani2ation D"!"o14"nt* MSU Q$sin"ss /o1ics* 0;
6'NBD7* 11. ?F=F'. -arrison* R.* C&oosin5 t&" D"1t& of Or5ani2ationaInt"r!"ntion* Q"&a!iora Sci"nc"* F 6'NBC7*
11. 'P'=0C0.
31 -arrison* R.* C&oosin5 t&" D"1t& of Or5ani2ationa Int"r!"ntion* Ro$rna of A11i"d
32 -arrison* R.* O1. cit.* 1. 'NN.
sc&i4bar"<
6b7 i41icar"a 8ntr=o 43s$r3 4ai 4ar" 8n 1roc"s$ d" sc&i4bar"<
6c7 caitat"a s$1"rioar3 a sc&i4b3rior 1ro1$s"<
6d7 a4"iorar"a acti!it3ior d"1$s" d" s$bordonai<
6"7 atin5"r"a id"a$rior d"4ocratic" "#ist"nt" a ni!"$ $n$i oc d" 4$nca.
D"=a $n5$ ti41$$i a$ fost of"rit" n$4"roas" 4oti!" 1"ntr$ "#1icar"a a1ar"nt$$i
s$cc"s 8nr"5istrat 1rin $tii2ar"a strat"5iior 1artici1ati!" d" sc&i4bar". E5ai2ar"a 1$t"rii
d"t"r4in3 cr"t"r"a a$tono4i"i a ni!"$ri" inf"rioar"* satisf3c:nd astf" n"!oia d" a$tono4i"
i 8nd"13rt:nd 1r"si$n"a a ni!"$ fi"c3r$i oc d" 4$nc3. Co=1artici1ar"a 1"r4it" d" as"4"n"a
o 4ai b$n3 co4$nicar" i o infor4ar" as$1ra 1rob"4"or. D" 4$t" ori an5a9aii d" a
ni!"$ri" i"rar&ic" inf"rioar" d"in c"" 4ai r""!ant" infor4aii 1"ntr$ 1anificar"a
sc&i4b3rii* 4ai a"s at$nci c:nd condiii" d" 4$nc3 s$nt caract"ri2at" 1rin inc"rtit$din".
Ac"sta "st" $n$ dintr" 4oti!"" 1"ntr$ car" sc&i4b3ri" d" ordin t"&nic sa$ t"&noo5ic 8nc"1
d" a ba2a 1ira4id"i i"rar&ic" i s" d"1as"a23 c3tr" !:rf$ ac"st"ia. S1"ciaitii d" a ni!"$
c" 4ai d" 9os d"in infor4aii" t"&nic" n"c"sar" 1"ntr$ inii"r"a i i41"4"ntar"a sc&i4b3rii.
M$i dintr" s$sin3torii id"ii d" co=1artici1ar" s$binia23 fa1t$ c3 egalizarea 1$t"rii d3
r"2$tat" c$ 4$t s$1"rioar" d""53rii sa$ c"ntrai23rii tota" a atrib$iior i r"s1onsabiit3ior.
Sc&i4bar"a 1rin "5ai2ar"a 1$t"rii r"1r"2int3 $n 1roc"s 1rin car" 1$t"r"a "st" r"distrib$it3
1rintr=o s"ri" d" "ta1" d" 5"n$ stimul0rspuns.
11
Pr"si$n"a iniia3 "#"rcitat3 d" ni!"$ sa$
ni!"$ri" inf"rioar" as$1ra ni!"$rior s$1"rioar" " d"t"r4in3 1" ac"st"a din $r43 s3
d"can"2" an$4it" aci$ni. .n 4od nor4a* oric" cons$tant int"rn sa$ "#t"rn or5ani2ai"i* 8i
1oat" 9$stifica 1r"2"na 8n ac"ast3 fa23 i ac"st cons$tant ar tr"b$i s3 soicit" 4ana5"4"nt$$i
s$1"rior s3 "#a4in"2" 4odait3i" ant"rioar" d" aci$n" i s3 " !ad3 ca 1" nit" 1osibi" ca$2"
a" 1rob"4"or 1r"2"nt". Cons$tant$ !a coabora i c$ 1artici1anii d" a ni!"$ri" inf"rioar"
i c$ c"i d" a ni!"$ri" s$1"rioar" 1"ntr$ id"ntificar"a 1rob"4"or 1artic$ar"* !a 1ro1$n"
so$ii* !a $r43ri i41"4"ntar"a ac"stora i 8n fina !a "!a$a r"2$tat"" obin$t".
E"c$ $tii23rii sa$ n"$tii2ar"a "5ai23rii 1$t"rii d"t"r4in3 a1ariia a 1atr$ cons"cin"
n"5ati!" 1"ntr$ or5ani2ai":
6a7 .n 1ri4$ r:nd* dac3 c"i car" d"in 1$t"r"a n$ acc"1t3 inf$"n" din 1art"a
ni!"$rior inf"rioar"* at$nci ac"tia n$ 1ot d"sco1"ri !aori" sa$ n"!oi" c"orai sa$
condiii" int"rn" car" n"c"sit3 a fi sc&i4bat". Ac"ast3 cons"cin3 a1ar" ca $r4ar" a $n"i
co4$nic3ri !"rtica" d"ficitar"<
6b7 .n a doi"a r:nd* n$ !or 1$t"a b"n"ficia d" a!anta9"" of"rit" d" f""dbac>=$
r"f"ritor a 4od$ 8n car" co41orta4"nt$ i 1oitici" 1ro1rii inf$"n"a23 i s$nt 1"rc"1$t" d"
33 ,r"in"r* L.*E.* Patt"rns of Or5ani2ationa C&an5"* -ar!ard Q$sin"ss R"!i"K* ?D 6'NFB7* 11. ''N=';C.
c3tr" ni!"$ri" inf"rioar"<
6c7 Infor4aii" d"in$t" d" c3tr" ni!"$ri" inf"rioar" n$ !or fi inc$s" 8n 1roc"s$
d"ci2iona i nici n$ !or af"cta caitat"a sc&i4b3rior 1ro1$s"<
6d7 .n $ti4$ r:nd* 4"nin"r"a dif"r"n"or d" 1$t"r" 841i"dic3 fi" s$r1rind"r"a
"f"cti!3 a c""a c" s" 8nt:413* fi" 4anif"star"a $n$i co41orta4"nt 1$in sa$ d"oc ada1ti! a
sit$aii" "#ist"nt".
;?
D" ac""a s" a1r"cia23 c3 o strat"5i" d" "5ai2ar" a 1$t"rii 1"r4it" "!itar"a ac"stor
inco!"ni"nt". Conc"ntrar"a 1$t"rii "st" ind"2irabi3* at:t datorit3 r"striciior d" di!"rs3 fact$r3
i41$s" ni!"$rior inf"rioar"* c:t i datorit3 inca1acit3ii obin"rii $n$i f""dbac> r"a as$1ra
1ro5ra4"or i 1oiticior 1racticat". C$ toat" ac"st"a n$ tr"b$i" n"5i9at" nici b"n"ficii" car"
s" 1ot obin" 8n r"ai2ar"a sc&i4b3rii* 8n condiii" "#ist"n"i $n"i 1$t"ri c"ntrai2at".
Strat"5ia d"sc"nd"nt3. .n ti41 c" procesul sc&i4b3rii d"sc"nd"nt" n$ 1"r4it"
1artici1ar"a ni!"$rior inf"rioar" a d"r$ar"a ac"st$ia* n"5i9:nd astf" obi"cti!$ $4an a
a$to=d"t"r4in3rii* "f"ct"" ac"st$i ti1 d" sc&i4bar" 1ot fi 1o2iti!". Sc&i4b3ri" d"sc"nd"nt"
n"c"sit3 o "#"rcitar" $niat"ra3 a 1$t"rii* dar 4oti!"" ac"st"i aci$ni 1ot r"f"cta obi"cti!""
5"n"ra" a" or5ani2ai"i sa$ soci"t3ii. .n ti41 c" "!a$ar"a obi"cti!"or colecti#e "st"
8ntotd"a$na 1rob"4atic3* cond$c"r"a $n"i str$ct$ri* 5r$1* co4$nitat" sa$ a soci"t3ii 8n
5"n"ra ar" o1ort$nitat"a d" a $tii2a 1$t"r"a 1"ntr$ a atin5" c""a c" "i 1"rc"1 ca fiind
obi"cti!" 1rioritar".
Sc&i4b3ri" ad4inistrati!" n"c"sit3 8n 4a9oritat"a ca2$rior o strat"5i" d"sc"nd"nt3.
R"or5ani23ri"* noi" ti1$ri d" contro i sc&i4b3ri" d" 1oitic3 6int"rn3 sa$ "#t"rn37 n"c"sit3
d" obic"i $n s1ri9in din 1art"a $n$i 4ana5"4"nt puternic. Sc&i4b3ri" ad4inistrati!" s$nt 4ai
difici d" i41"4"ntat 8n ca2$ "5ai23rii 1$t"rii.
Do$3 ar fi as1"ct"" int"r"sant" 8n ca2$ ac"st"i strat"5ii:
6a7 niciodat3 n$ "st" s$fici"nt3 doar o sc&i4bar" for4a3. Sc&i4bar"a d"sc"nd"nt3
n"c"sit3 $n 1an bin" "aborat 1"ntr$ 4odificar"a id"oo5i"i i a fiosofi"i d" cond$c"r"
a or5ani2ai"i* i n$ n$4ai a str$ct$rii ac"st"ia. .n fina* tr"b$i" 4odificat" !aori" i
cr"din""* i n$ doar c:t"!a inii sa$ Oc3s$"O din or5ani5ra43<
6b7 sc&i4bar"a i41ic3 at:t constr$cia d" noi ti1ar" co41orta4"nta" i distr$5"r"a sa$
8n3t$rar"a c"or !"c&i. O1o2iia fa3 d" sc&i4bar" tr"b$i" r"d$s3 1"ntr$ a s" 1$t"a 1"r4it"
a1ariia $nor noi for4" d" f$ncionar" a or5ani2ai"i. C$ toat" ac"st"a* 8n 1ractic3 n$ "st"
8ntotd"a$na 1osibi3 distr$5"r"a i 4ai a1oi constr$cia. /ran2iia "st" 4ai d"5rab3 5rad$a3*
iar for"" distr$cti!" s" 4anif"sta si4$tan c$ c"" constr$cti!". .n 1$s 4ai tr"b$i" in$t cont
d" $n $cr$: distr$5"r"a n$ !a fi niciodat3 co41"t3* dar !a tr"b$i s3 fi" d"st$ d" 1$t"rnic3
34 Q""r* M.* Drisco* R.*@.* Strat"5i"s for C&an5"* 8n I41ro!in5 Lif" at @or>* "ds. R.R. -ac>4an and R.L.S$tt"*
,oodL"ar* Santa Monica* Caifornia* 'NBB* 1. ;FN.
1"ntr$ a s3bi for"" coaiiior o1o2ant" i 1"ntr$ a 1"r4it" d"2!otar"a $nor noi
for" do4inant".
Est" foart" difici ca 8n afara ac"stor do$3 id"i s3 4ai fi" 1r"2"ntat" i tactici i t"&nici
s1"cific" cor"s1ond"nt" ac"st"i strat"5ii. A"5"r"a int"or car" !or fi distr$s" sa$ 4odificat" i
a tacticior s1"cific" d"1ind d" caract"ristici" $nic" a" sist"4$$i r"s1"cti!. Proc"s$
sc&i4b3rii n$ "st" $n$ 'pur analitic', "#ist:nd o 4$i4" d" r"stricii d" car" tr"b$i" in$t
cont i car" tr"b$i" a1icat" 8n ac"st 1roc"s co41"#. /r"b$i" $r43rit" 8n ac"ai ti41 i
co41orta4"nt"" i aci$ni" fost"or coaiii. c:nd fotii id"ri r34:n 8n cadr$ or5ani2ai"i
6c$4 s" 8nt:413 ad"s"a 8n ca2$ str$ct$rior 5$!"rna4"nta"7* ac"tia r"1r"2int3 centrele de
atracie 8n9$r$ c3rora s" 5r$1"a23 sa$ r"5r$1"a23 no$a 4inoritat". ODin 1$nct$ d" !"d"r" a
or5ani2ai"i* c"a 4ai b$n3 so$i" o r"1r"2int3 "i4inar"a tota3 a o1o2ii"i* dar din 4o4"nt c"
ac"st $cr$ "st" i41osibi* s" r"c$r5" a o 8nc"rcar" d" sc&i4bar" a co41orta4"nt$$i
o1o2anior. Ac"ast3 4"tod3 r"d$c"* dar n$ "i4in3* a4"ninar"a 1" car" ac"tia o 1r"2int3
1"ntr$ or5ani2ai".O
;D
Crit"rii d" a"5"r" a strat"5i"i. .ntr$c:t n$43r$ d"ci2iior car" tr"b$i" $at" 8n cadr$
$n"i or5ani2aii "st" consid"rabi* a"5"r"a strat"5i"i sc&i4b3rii n"c"sit3 $tii2ar"a $nor crit"rii
d" ba23. .n c"" c" $r4"a23 !or fi 1r"2"ntat" 1" sc$rt cinci crit"rii: ti41$ dis1onibi 1"ntr$
"f"ct$ar"a sc&i4b3rii* r"c$noat"r"a d"fici"n"or* ocai2ar"a c$notin"or n"c"sar" "f"ct$3rii
sc&i4b3rii* at"1t3ri" 4"4brior i 1$t"r"a d"in$t3 d" a5"nt$ sc&i4b3rii.
;F
Ac"st" crit"rii
s$nt sint"ti2at" 8n tab"$ d" 4ai 9os.
C&#.'&#! T#2!+ 0' 3.&%.'(#'
F%9o&%;#+, 0'3$'"0'"., F%9o&%;#+, 2'".&!
'(%+#)%&'% 2!.'&##
/i41$ dis1onibi 1"ntr$
"f"ct$ar"a sc&i4b3rii
Sc&i4bar"a tr"b$i" "f"ct$at3
i4"diat
N$ s$nt d"finit" i4it" t"41ora"
R"c$noat"r"a d"fici"n"or Cri2a "st" r"c$nosc$t3 d" toi
4"4brii
Prob"43 n"r"c$nosc$t3 8n 5"n"ra
Locai2ar"a c$notin"or
n"c"sar" sc&i4b3rii
C$notin" ocai2at" 8n 1art"a
s$1"rioar3 a or5ani2ai"i
C$notin" dis1"rsat" a toat"
ni!"$ri"
At"1t3ri" 4"4brior M"4brii at"a1t3 o sc&i4bar"
a$toritar3
M"4brii at"a1t3 o 1artici1ar" a
sc&i4bar"
P$t"r"a d"in$t3 d" a5"nt$
sc&i4b3rii
Mar" R"d$s3
2impul. Utii2ar"a 1ri4$$i crit"ri$ "st" "!id"nt3. Dac3 n$ "#ist3 s$fici"nt ti41* s"
1r"f"r3 o strat"5i" d"sc"nd"nt3 8ntr$c:t ac"asta n"c"sit3 aocar"a $n$i ti41 4ai r"d$s 1"ntr$
"f"ct$ar". Strat"5ii" 1artici1ati!" i41ic3 $tii2ar"a $n"i 1"rioad" 4ai $n5i 1"ntr$ 5"n"rar"a
id"ior* r"ai2ar"a sc&i4b$$i d" 1$nct" d" !"d"r" i obin"r"a $n$i f""dbac> as$1ra ti1$rior
35 Qi55art* N.*@.* /&" Cr"ati!"=D"str$cti!" Proc"ss of Or5ani2ationa C&an5": /&" Cas" of t&" Post Offic"*
Ad4inistrati!" Sci"nc" M$art"rL* 00 6'NBB7* 1. ?''.
36 ,ibson* C.* F.* Mana5in5 Or5ani2ationa Q"&a!ior* Ric&ard D. IrKin* -o4"Kood* III* 'NPC* 11. 'B?='PC.
d" aci$n" 1ro1$s". .n ac"ai ti41* 8n ca2$ 8n car" s" dis1$n" d" $n ti41 s$fici"nt* s" 1oat"
a1ica i o strat"5i" asc"nd"nt3* d"1in2:nd tot$i d" c""at" 1atr$ crit"rii.
3ecunoa+terea deficienelor. N"c"sitat"a sc&i4b3rior 1ro!in" din r"c$noat"r"a
"#ist"n"i $nor d"fici"n" 8n int"rior$ or5ani2ai"i. Dac3 d"fici"n"" sa$ 1rob"4"" s$nt
r"c$nosc$t" d" 4a9oritat"a 4"4brior i "#ist3 conco4it"nt o1inia c3 tr"b$i" d"4arat" aci$ni
cor"cti!" a ni!" d" or5ani2ai"* at$nci s" i41$n" $tii2ar"a $n"i strat"5ii d"sc"nd"nt". Ac"sta
"st" ca2$ 8n car" oa4"nii s$nt c"i 4ai d"sc&ii a sc&i4bar"* acc"1t:nd f3r3 4ari r"in"ri
"#"rcitar"a 1$t"rii d" c3tr" $n sin5$r indi!id sa$ 5r$1 6istoria 1oitic3 r"1r"2int3 $n b$n
"#"41$ 1"ntr$ ac"asta afir4ai"7. .n ca2$ 8n car" 1rob"4"" n$ s$nt 8n 5"n"ra c$nosc$t"* s"
1oat" a1"a a o strat"5i" asc"nd"nt3. Ac"asta cr""a23 4"4brior o1ort$nitat"a d" a 8n!3a
4od$ 8n car" s3 trat"2" 1rob"4"" a13r$t" i s3 for4$"2" aci$ni cor"cti!".
4ocalizarea cuno+tinelor. Sc&i4b3ri" d" oric" f" i41ic3 "#ist"na $nor c$notin"
s1"ciai2at"* car" ad"s"a s" sit$"a23 8n afara or5ani2ai"i. Dac3 ac"st" infor4aii s$nt
8ndr"1tat" c3tr" ni!"$ri" s$1"rioar"* at$nci s" i41$n" a1icar"a $n"i strat"5ii d"sc"nd"nt". .n
sc&i4b* dac3 ni!"$ri" inf"rioar" a$ acc"s a ac"st" c$notin"* c$4 s" 8nt:413 8n ca2$
t"&noo5i"i s1r" "#"41$* at$nci s" 1oat" a1ica o strat"5i" 1artici1ati!3* 1$n:nd$=s" 8n co4$n
infor4aii" d"in$t". Un "#"41$ 1"ntr$ ac"ast3 sit$ai" 8 constit$i" 4odific3ri" $n$i 1rod$s
8n f$nci" d" 4odific3ri" 1r"f"rin"or cons$4atorior* 1ro1$s" d" c"i car" c$nosc ac"st"
1r"f"rin"* i an$4" an5a9aii d" a 4ar>"tin5 sa$ !:n23ri.
/+teptrile membrilor. Ac"st crit"ri$ d"1ind" d" "#1"ri"n"" i aci$ni" ant"rioar"*
1r"c$4 i d" inf$"n"" c$t$ra". Un"" or5ani2aii a$ o str$ct$r3 i o c$t$r3 int"rn3 car"
s$sin obi"cti!" Od"4ocratic"O* iar $tii2ar"a $nor strat"5ii d"sc"nd"nt" 8n int"rior$ ac"stora
"st" a1roa1" i41osibi3. .n sc&i4b* "c&i1"" d" fotba 68n s1ort 8n 5"n"ra7 sa$ ar4ata s$nt
or5ani2aii 8n car" 4"4brii nu se a+teapt s3 1artici1" 1r"a 4$t 8n 1roc"s$ d" sc&i4bar".
Un"" c$t$ri* c$4 ar fi India* ,"r4ania* Ra1onia "tc* 1rin r"s1"ct$ 1" car" 8 a$ fa3 d"
a$toritat"* d"t"r4in3 at"1t3ri 1"ntr$ strat"5ii d"sc"nd"nt"* 8n ti41 c" 8n S$"dia sa$ SUA
"#ist3 at"1t3ri 1"ntr$ sc&i4b3ri asc"nd"nt" sa$ 1artici1ati!".
Puterea deinut de agent. Est" in$ti3 o atit$din" a$tocratic3 at$nci c:nd baana 1$t"rii
fa!ori2"a23 "#ist"na $n"i 1artici13ri a 4"4brior or5ani2ai"i. Un indicator a 1$t"rii d"in$t"
d" cond$c"r" 8 r"1r"2int3 1osibiitat"a conc"di"rii 4"4brior o1o2ani. Sindicat"" sa$
$ni!"rsit3i" r"1r"2int3 $n b$n "#"41$ d" bari"r" instit$iona" 8n ca"a "i4in3rii c"or car"
o1$n r"2ist"n3 a sc&i4bar". Abiitat"a d" a 1$n" a 1$nct $n sist"4 d" "i4inar" Onat$raO
s1or"t" ans"" d" s$cc"s 8n ca2$ a1ic3rii $n"i strat"5ii d"sc"nd"nt" 6acordar"a d" saarii
co41"nsatorii 1"ntr$ 13r3sir"a or5ani2ai"i7.
Ac"st" crit"rii n" of"r3 4oti!" d" $tii2ar" at:t a strat"5iior d" "5ai2ar" c:t i a c"or
d"sc"nd"nt"* 8n f$nci" d" circ$4stan". Mana5"rii car" n$ r"c$r5 d"c:t a $na dintr" ac"st"
strat"5ii 8i i4it"a23 ans"" d" s$cc"s 8n d"canar"a i i41"4"ntar"a sc&i4b3rii. Ac"ast3
afir4ai" "st" "c&i!a"nt3 c$ 1rinci1i$ confor4 c3r$ia 4ana5"rii tr"b$i" s3 fi" d"sc&ii c3tr"
sc&i4bar"* 8ns"4n:nd ca ac"tia s3 acc"1t" o sc&i4bar" indi!id$a3 dar c&iar i sc&i4bar"a
strat"5i"i $tii2at".
Di4"nsi$n"a sc&i4b3rii. Un $ti4 as1"ct a sc&i4b3rii car" !a fi abordat 8n ac"st ca1ito
8 r"1r"2int3 di4"nsi$n"a ac"st"ia sa$ atf" s1$s id"ntificar"a r3s1$ns$$i a 8ntr"bar"a: OC:t
d" 4$t" $cr$ri 1ot fi 8nc"rcat" a s" sc&i4ba 8n ac"ai ti41TO. E#ist3 n$4"roas" di!"r5"n" 8n
c""a c" 1ri!"t" fa1t$ dac3 sc&i4bar"a ar tr"b$i s3 s" r"ai2"2" 5radat* O8n do2" 4iciO sa$ ar
tr"b$i "f"ct$at3 tota* dintr=o dat3. Ar5$4"nt"" $tii2at" 8n fi"car" dintr" ca2$ri s$nt !aabi"*
dar 1ractica d"4onstr"a23 c3 nici $n$ dintr" ac"st"a n$ 1ot conta 8n a"5"r"a tacticii c"
$r4"a23 a fi a1icat3. Astf"* c" 4ai indicat $cr$ 8n sit$aia d" fa3 "st" d" a "!a$a a4b""
ca2$ri* $r4:nd a a1ica tactica 1otri!it3 8n f$nci" d" sit$aia concr"t3.
"chimbarea sec#enial, progresi#. M$i t"or"tici"ni s$sin o abordar" tr"1tat3 a
1roc"s$$i sc&i4b3rii. Part"a sec#enial s" r"f"r3 a ac" 1roc"s d"4arat 8n dif"rit" 13ri a"
or5ani2ai"i* f3r3 a " i41ica i 1" c""at". Part"a progresi# i41ic3 o sc&i4bar" 5rad$a3 i
d" di4"nsi$ni r"d$s". Ac"ast3 abordar" s$5"r"a23 fa1t$ c3 sc&i4bar"a "st" $n 1roc"s contin$$
d" r"c$noat"r" a "#ist"n"i 1rob"4"or* cor"ct3rii ac"stora i trans4it"rii d" f""dbac>=$ri
d"=a $n5$ "#ist"n"i $n"i or5ani2aii. .n 4o4"nt$ a1arii"i $nor 1rob"4" oca"* ac"st"a
s$nt r"2o!at" 1rin r"ai2ar"a $nor 4odific3ri 4inor" 8n str$ct$ra sa$ 8n 1roc"s"" r"s1"cti!".
.n ac"ai ti41* ac"ast3 abordar" 1"r4it" "!itar"a n"c"sit3ii d"can3rii $nor Or"!o$ii
radica"O i a $nor a9$st3ri financiar" 1" 43s$r3. D$13 c$4 afir4a $n 5r$1 d" s$sin3tori ai
ac"st$i ti1 d" sc&i4bar"* Ocost$ri" d" for4a ostiit3ior* d"4oti!3rii* "n"r5iior risi1it" i a
risc$rior n"fondat" 1ot fi r"d$s" 1rin "ib"rar"a tr"1tat3 a 1r"si$nior i 1rintr=o r"ori"ntar"
5rad$a3 = 1rin $tii2ar"a "!o$i"i 8n oc$ r"!o$i"i.O
;B
Astf" d" sc&i4b3ri "!o$ti!" 8n cadr$
$n"i or5ani2aii 1ot fi $tii2at" 1"ntr$ r"2o!ar"a $nor 1rob"4" s1"cific"* f3r3 s3 fi" n"c"sar3 o
sc&i4bar" a ni!"$ 8ntr"5ii or5ani2aii. Sc&i4b3ri" s"c!"nia" 1ot fi d" as"4"n"a c$ 4$t
4ai $or 5"stionat" 8n ca2$ 8n car" 4"4brii o1$n r"2ist"n3.
Ro$ 4ana5"r$$i 8n r"ai2ar"a sc&i4b3rii s"c!"nia"* 1ro5r"si!" "st" d" a int"r!"ni
8ntr=o 4ani"r3 r"d$s3* $r4:nd ca 1roc"s$ or5ani2aiona nat$ra s3 a41ific" ac"st" aci$ni
4inor". Ac"asta n"c"sit3 $n 1roc"s 1rof$nd d" 8n""5"r" a 4od$$i 8n car" s" 1rod$c"
sc&i4bar"a i a fa1t$$i c3 1$t"r"a $n$i indi!id d" a d"t"r4ina sc&i4b3ri "#traordinar" "st"
i4itat3. D$13 c$4 afir4a Ra4"s Marc&* ODac3 $n id"r s" 8ndr"a1t3 c3tr" d"stinaii ci$dat"*
"st" foart" 1osibi ca or5ani2aia s3 d"t$rn"2" "fort$ri" d"1$s" d" ac"sta. Nici s$cc"s$ i nici
37 -"db"r5* Q.*L.*/.* NLstro4* P.* Starb$c>* @.* Ca41in5 on S""saKs: Pr"scri1tion for a S"f=D"si5nin5 Or5ani2ation
* Ad4inistrati!" Sci"nc" M$art"rL* 0' 6'NBF7* 1. F'.
sc&i4bar"a n$ n"c"sit3 aci$ni dra4atic". Obin$ina* acti!it3i" d" r$tin3 car" d"t"r4in3 sa$
1rod$c 4a9oritat"a sc&i4b3rior or5ani2aiona" n"c"sit3 oa4"ni obin$ii car" s3 fac3 $cr$ri
obin$it" 8ntr=o 4ani"r3 co41"t"nt3.O
;P
Dac3 sc&i4bar"a 1ro5r"si!3 n$ "st" 5"stionat3 8n 4od
co41"t"nt sa$ dac3 obi"cti!"" id"r$$i s$nt 1r"a a4biioas"* r"2$tat$ !a intra 8n confict c$
1roc"s"" or5ani2aiona" nat$ra" i s=ar 1$t"a s3 n$ cor"s1$nd3 at"1t3rior.
/actica sc&i4b3rii s"c!"nia"* 5"stionat3 8ntr=o 4ani"r3 raiona3 d" c3tr" id"r sa$
a5"nt* 1rin r"s1"ctar"a for"or nat$ra" "#ist"nt"* s" 8nscri" 1" ac""ai trai"ctori" c$
1"rs1"cti!"" 4"4brior or5ani2ai"i. At$nci c:nd 4"4brii $n"i 1o1$aii "!o$"a23 d"=a
$n5$ ti41$$i 1"ntr$ a fac" fa3 sc&i4b3rior d" 4"di$* sc&i4bar"a "st" i41"rc"1tibi3 i ar"
oc tr"1tat* a ni!" d" indi!id. M$taii" "#traordinar" 1rod$s" d" accid"nt" 5"n"tic" a$ 1$in"
ans" s3 asi5$r" s$1ra!i"$ir"a. Astf"* at:t or5ani2aii" c:t i indi!i2ii 1ot s$1ra!i"$i c" 4ai
bin" 1rin ada1tar"a tr"1tat3 a for"" "#"rcitat" d" 4"di$. R"s1"ctar"a ac"st$i 1roc"s nat$ra
r"1r"2int3 ""4"nt$=c&"i" a 4ana5"4"nt$$i ac"st$i ti1 d" sc&i4bar".
"chimbarea total. Ar5$4"nt$ $tii23rii ti1$$i ant"rior d" sc&i4bar" "st" 1r"2"ntat 8n
Fi5. ;.'C* a3t$ri d" c" s1"cific sc&i4b3rii tota".
Fi5$ra ;.'C = Sc&i4bar"a tota3 i sc&i4bar"a s"c!"nia3
Sc&i4bar"a tota3 ar" do$3 di4"nsi$ni. Pri4a* r"1r"2"ntat3 d" sc&i4bar"a concertat,
1rin car" s" r"ai2"a23 $n n$43r ridicat d" 4odific3ri i transfor43ri a" 4ai 4$tor
co41on"nt" or5ani2aiona"* s" consid"r3 a fi 4ai "fici"nt3 d"c:t sc&i4bar"a s"c!"nia3. C"a
d"=a do$a* sc&i4bar"a de amploare, 1r"s1$n" ca transfor43ri" s3 s" d"sf3oar" 8n ac"ai
ti41* consid"r:nd$=s" c3 ac"st ti1 "st" 4ai "fici"nt d"c:t c" 1ro5r"si!.
;N
38 Marc&* R.*,.* Footnot"s to Or5ani2ationa C&an5"* Ad4inistrati!" Sci"nc" M$art"rL* 0F
39 Mi"r* D.* E!o$tion and R"!o$tion: A M$ant$4 Vi"K of Str$ct$ra C&an5" in Or5ani2ations* Ro$rna of
Mana5"4"nt St$di"s* 'N 6'NP07* 11. ';'='D'.
S" a1r"cia23 c3 sc&i4bar"a conc"rtat3 "st" 4ai "fici"nt3 d"c:t c"a s"c!"nia3 8ntr$c:t
n$ 1"r4it" a1ariia $nor inco41atibiit3i 8ntr" co41on"nt"" str$ct$ra" a" or5ani2ai"i. S"
s$sin" c3 1rin $tii2ar"a ac"st"i tactici* toat" sc&i4b3ri" !or fi r"ai2at" 8ntr=o 4ani"r3
conc"rtat3* "!it:nd$=s" astf" 4anif"star"a $nor di!"r5"n" sa$ discr"1an" 8ntr" 4"4brii
or5ani2ai"i sa$ obi"cti!"" indi!id$a" sa$ 5"n"ra".
Abordar"a tota3 s$sin" c3 sc&i4bar"a d" a41oar" "st" 4ai "fici"nt3 d"c:t c"a
1ro5r"si!3. .n ti41 c" sc&i4b3ri" conc"rtat" 1ot 1rod$c" 8ntr"r$1"ri a" acti!it3ior i i41ic3
"fort$ri financiar" consid"rabi"* ac"st"a n$ tr"b$i" s3 s" 4anif"st" d"s dac3 s$nt d" a41oar".
M$t" sc&i4b3ri d" di4"nsi$ni r"d$s" 1ot fi Ostocat"O 1"ntr$ o 1"rioad3 d" ti41* 1"ntr$ ca
a1oi s3 fi" "f"ct$at" si4$tan. Prin d"13ir"a ra1id3 a 1"rioad"i d" tran2ii"* o or5ani2ai" 1oat"
atin5" foart" r"1"d" $n no$ Ostadi$ d" "c&iibr$O* c&iar 8n condiii" 8n car" cost$ri" af"r"nt" ar
fi foart" 4ari. Prin contrast* sc&i4bar"a 1ro5r"si!3 s" r"ai2"a23 c$ o !it"23 at:t d" r"d$s3
8nc:t s" 1oat" afir43 ca n$ 8i 1"r4it" niciodat3 or5ani2ati"i s3 atin53 o star" d" stabiitat".
Sc&i4bar"a tota3 s$sin" 8noc$ir"a ac"stor n$4"roas" f$ct$aii contin$" c$ $n n$43r d"
sat$ri 4ai r"d$s* dar 4ai consid"rabi ca a41oar" i c$ $n i41act 1si&oo5ic 4ai ridicat.
A1icar"a ac"st"i strat"5ii "st" s$sin$t3 i d" c3tr" $nii a$tori car" a$ 8ntr"1rins $n""
st$dii 1ractic". .ntr=$n astf" d" st$di$ d"sf3$rat 8n '?F d" fir4" a4"rican"* canadi"n" i
a$strai"n"* Mi"r i Fri"s"n a$ a9$ns a conc$2ia c3 strat"5ia sc&i4b3rii tota" a fost a1icat3
d" 4a9oritat"a fir4"or car" 8nr"5istras"r3 r"2$tat" 1o2iti!"* iar sc&i4b3ri" 1ro5r"si!"*
s"c!"nia" n$ a!"a$ d"c:t o r""!an3 t"or"tic3 1"ntr$ ac"st" fir4".
?C
D"i st$di$ n$ "#1ic3
4od$ 8n car" sc&i4bar"a a fost "f"cti! i41"4"ntat3* dat"" statistic" 1" car" " 1r"2int3
s$sin $tii2ar"a sc&i4b3rii tota". C$ toat" ac"st"a* c"i doi a$tori a$ d"4onstrat fa1t$ c3
unele fir4" a$ r"$it 1rin $tii2ar"a strat"5i"i 1ro5r"si!"* s"c!"nia"* c""a c" i=a d"t"r4inat s3
s$sin3 c3 1ot "#ista i at" crit"rii car" 1ot af"cta a"5"r"a $n"i strat"5ii s$1"rioar" d"
sc&i4bar".
.n conc$2i"* oric" sc&i4bar" din int"rior$ or5ani2aiior tr"b$i" at"nt $r43rit3 dac3 s"
int"nion"a23 o 84b$n3t3ir" a acti!it3ior. Ac"asta 1r"s$1$n" consid"rar"a c$ at"ni" a
co41on"nt"or car" s$nt !i2at" a s$f"ri sc&i4b3ri* a"5"r"a strat"5iior* asc"nd"nt3 sa$
d"sc"nd"nt3* i d"t"r4inar"a 5rad$$i d" sc&i4bar".
Incertitudinea
.n 1r"2"nt* 4ai 4$t ca niciodat3* acti!it3i" $4an" 8n 5"n"ra* i c"" din 4"di$ d"
afac"ri 8n 1artic$ar* s" sit$"a23 s$b inf$"na $nor f"no4"n" t$rb$"nt" f3r3 1r"c"d"nt. Dar tot
ac$4 "st" 4o4"nt$ ca inc"rtit$din"a i sc&i4bar"a s3 fi" 1"rc"1$t" ca 1" o1ort$nit3i i n$ ca
1" nit" a4"nin3ri. Or5ani2aii" s" s1"ciai2"a23* f$2ion"a23* c$413r3 at" or5ani2aii* s"
40 Mi"r* D.* Fri"s"n* P.*-.* Str$ct$ra C&an5" and P"rfor4anc": M$ant$4 !"rs$s Pi"c"4"a=Incr"4"nta
A11roac&"s* Acad"4L of Mana5"4"nt Ro$rna* 0D 6'NP07* 11. PFB=PN0.
di4in$"a23* s" "#tind i r"str$ct$r"a23 8ntr=$n rit4 a4"itor. Ni4ic n$ 4ai "st" si5$r< c""a c"
ast32i "st" c"rt* 4:in" "st" inc"rt* fir4a conc$r"nt3 d" ast32i 1oat" d"!"ni 1art"n"r 4:in"* o
8ntr"a53 1ia3 1oat" dis13r"a 8n sc$rt ti41* iar 8n sc$rt ti41 s3 a1ar3 noi ra4$ri d" afac"ri...
Dar 1"ntr$ ca or5ani2aii" s3 1oat3 s$1ra!i"$i i s3 1ros1"r"* ac"st"a tr"b$i" s3 aib3
ca1acitat"a d" ada1tar" n"c"sar3 a noi" condiii d" 4"di$ i s3 r3s1$nd3 8n c" 4ai sc$rt ti41
a noi" 1ro!oc3ri 1" car" 4"di$ " 1r"2int3. .n afara 1roc"s$$i d" sc&i4bar" car" s"
caract"ri2"a23 1rin contin$itat"* 4ai "st" n"c"sar3 i "#ist"na $n$i id"r conti"nt d"
i41ortana co4$nic3rii i car" ar" ca1acitat"a d" a=i a9$ta s$bordonaii 8n a transfor4a $n
&aos a1ar"nt 8ntr=o sit$ai" car3. S$cc"s$ d"1ind" d" no$ sti d" co4$nicar" $tii2at at:t c$
an5a9aii c:t i c$ c"iai actori ai sc"n"i afac"rior. An5a9aii n$ 4ai r"1r"2int3 doar o si413
Otr$13O c3r"ia i s" co4and3 c" s3 fac3* ci"nii 8i 1ot sc&i4ba foart" r"1"d" 5$st$ri" i
1r"f"rin""* iar f$rni2orii s" ada1t"a23 i "i a r:nd$ or a noi" condiii d" 4"di$.
Co4$nicar"a* $tii2at3 8ntr=o 4ani"r3 strat"5ic3* r"1r"2int3 iant$ or5ani2aiona car" asi5$r3
dir"cionar"a i conc"ntrar"a "n"r5iior oa4"nior 1"ntr$ atin5"r"a obi"cti!"or 5"n"ra". Dar
at:t co41on"na iant$$i c:t i a1icar"a i $tii2ar"a ac"st$ia tr"b$i" s3 fi" cor"ct"...
.n 1r"2"nt* $na dintr" c"" 4ai 4ari 1rob"4" "st" ac""a d" a fac" fa3 a!aan"i 2inic"
d" infor4aii Ocar" s" 2bat s3 atra53 at"nia oa4"niorO. Ca1acitat"a sa$ 1$t"r"a d" a disc"rn"
cond$c" a fitrar"a ac"stora i $tii2ar"a n$4ai a ac"or infor4aii car" 1r"2int3 $n int"r"s
1"ntr$ indi!id. Oa4"nii tr"b$i" s3 r"!i2$iasc3 4od$ 8n car" $tii2"a23 t"&noo5ia 1"ntr$ a
co4$nica* asi5$r:nd$=s" astf" c3 4"di$ sa$ cana$ $tii2at n$ d"t"rior"a23 4"sa9$ sa$ 8i
at"r"a23 i41ortana int"nionat3. An5a9aii tr"b$i" a9$tai s3 id"ntific" noi c3i d" a stabii
r"aii i a $tii2a 8n co4$n c$notin"" d"in$t" d" fi"car" 8n 1art"* ad"s"a a distan" foart"
4ari i c$ oa4"ni 1" car" n$ i=a$ 8nt:nit niciodat3 i c$ car" !or $cra n$4ai o sc$rt3 1"rioad3
d" ti41.
Iniiati!"" d" sc&i4bar" or5ani2aiona3 s$nt 8n 4od fr"c!"nt n"13c$t" i "$"a23 8n
$tii2ar"a 1ot"nia$$i 1" car" 8 d"in. Iar c" 4ai ad"s"a* di!"rs"" st$dii 8ntr"1rins" 8n
do4"ni$ a$ d"4onstrat fa1t$ c3 factor$ $4an "st" c" car" 1oat" d"t"r4ina r"$ita sa$ ""c$
$nor astf" d" noi iniiati!". Or5ani2aii" s" cra41on"a23 at:t d" 4$t 8n c""a c" 1ri!"t"
4"canis4"" 1" car" " $tii2"a23 1"ntr$ atin5"r"a obi"cti!"or* 8nc:t o4it 8n 4a9oritat"a
ca2$rior n"c"sitat"a i41ic3rii 1ro1riior an5a9ai 8n i41"4"ntar"a strat"5iior stabiit".
Mana5"rii 8i 1"tr"c ti41$ 8n s"din" int"r4inabi" 1"ntr$ r"d"finir"a obi"cti!"or* $:nd 8n
cac$ noi i noi o1i$ni i "!a$:nd so$ii. D$13 ac""a* conc$2ii" s$nt an$nat" Otr$1"orO =
i s" at"a1t3 ca toat3 $4"a s3 4"ar53 doci3 8n dir"cia indicat3. .n r"aitat"* 8n sit$aii d"
inc"rtit$din"* or5ani2aii" a$ n"!oi" d" 4ai 4$t d"c:t si41$ acord sa$ ad"2i$n" din 1art"a
an5a9aior. Est" n"c"sar3 an5a9ar"a r"s$rs"or fi2ic" i int""ct$a"* a "n"r5i"i ac"stora din
$r43 i conc"ntrar"a "fort$rior 1" car" " d"1$n 8n dir"cia indicat3 i car" s" 1r"s$1$n" a fi
c"a cor"cta. Un"" or5ani2aii i fir4" "#ist"nt" 8n 1r"2"nt 8n Ro4:nia a$ 8n""s c3 $tii2ar"a
co4$nic3rii int"rn" i "#t"rn" " 1oat" asi5$ra s$cc"s$. Utii2at3 "fici"nt* co4$nicar"a
r"1r"2int3 o r"s$rs3 consid"rabi3 car" 1oat" s"r!i a cond$c"r"a 1ro5ra4"or i strat"5iior d"
sc&i4bar"* 9$c:nd $n ro "s"nia 8n "#1icar"a i 8n""5"r"a ac"stora d" c3tr" c"i i41icai.
Pri4$ 1as car" tr"b$i" f3c$t 8n ac"ast3 dir"ci" 8 r"1r"2int3 r"c$noat"r"a n"c"sit3ii
d"2bat"rii id"ior d" c3tr" 4"4brii or5ani2ai"i. D"=a $n5$ 1roc"s"or d" sc&i4bar"* oa4"nii
s$nt 8n5ri9orai 4ai 4$t d" inc"rtit$din"a asociat3 sc&i4b3rii d"c:t d" !"ti" 1roast". Indi!i2ii
ca$t3 "#1icaii* infor4aii d"s1r" o1i$ni* sc"narii 1osibi" i i41icaii" ac"stora. .n 4od
nor4a* !or s3 ti" c$4 !or fi af"ctai 1"rsona d" sc&i4bar" i car" " !or fi noi" 1o2iii 8n
cadr$ or5ani2ai"i confor4 noior sc"narii.
Din 13cat"* or5ani2aii" car" to"r"a23 sit$aii" conf$2"* ad"s"a 8i in ca1$ 1"cat i
r"stricion"a23 circ$aia infor4aiior. Ac"st $cr$ 1oat" fi "#1icat 1rin fa1t$ c3 id"rii sa$
4ana5"rii n$ s$nt nici "i si5$ri d" c""a c" s" 8nt:413* d" 1o2iia 1" car" tr"b$i" s3 o ado1t"
sa$ n$ sti$ dac3 ar tr"b$i s3 co4$nic" infor4aii 1" car" "i " consid"r3 confid"nia". Dar
c&iar dac3 oa4"nior n$ i s" 1ot da cifr" sa$ dat" abso$t"* tr"b$i" 43car a9$tai s3 8nt""a53
cont"#t$* s3 r"ai2"2" !it"2a c$ car" $cr$ri" s" transfor43 i s3 i s" "#1ic" dir"cia 8n car"
s" indr"a1t3 or5ani2aia.
Dac3 oa4"nii 8n""5 i4a5in"a d" ansa4b$ a or5ani2ai"i at$nci !or fi conti"ni d"
a"5"r"a 1" car" $r4"a23 s3 o fac3 = s3 r34:n3 i s3 ia 1art" a sc&i4bar" sa$ s3 13r3s"asc3
or5ani2aia. Astf"* dac3 indi!i2ii 8n""5 ro$ 1r"cis 1" car" $r4"a23 s3 8 9oac"* at$nci 1$t"4
1r"s$1$n" c3 !or fi 4ai ca1abii s3 ia di!"rs" d"ci2ii i 4ai dis1$i s3 8i 841art3 c$notin""
i infor4aii" c$ co"5ii or.
Dac3 infor4aii" s$nt r"in$t" a di!"rs" ni!"$ri* at$nci s1"c$aii"* b:rf"" i
2!on$ri" !or fi ab$nd"nt" iar 8ncr"d"r"a 8n cond$c"r" !a fi 8n sc$rt ti41 "rodat3. .n 4od
si4iar* dac3 an5a9aii n$ d"in d"c:t o 1art" din i4a5in"a d" ansa4b$* at$nci 8i !or 1i"rd"
ti41$ i "fort$ conc"ntr:nd$=i "n"r5ia 8n c3$tar"a ""4"nt"or car" " i1s"sc* "#ist:nd
1$in" ans" ca r"2$tat$ a car" !or a9$n5" s3 cor"s1$nd3 c$ i4a5in"a r"a3.
Ac"st" i1ot"2" 1ot fi !"rificat" 1rin "#"41$ $n"i fir4" ai c3r$i 4ana5"ri "ra$ fr$strai
d" fa1t$ c3 4$ncitorii n$ "ra$ ca1abii s3 a1r"ci"2" ad"!3rata conc$r"n3 car" "#ista 1" 1ia3.
Ma9oritat"a 4"4brior cond$c"rii cr"d"a$ c3 satisfac"r"a n"!oior ci"nior "ra r"d$s3. C$
toat" ac"st"a* $n n$43r r"ati! ridicat d" r"s1onsabii sit$ai a $n ni!" 4"di$ 8n fir43 a!"a$ o
1"rc"1i" tota dif"rit3* consid"r:nd c3 5rad$ d" satisfac"r" a n"!oior ci"nior "ra d"st$ d"
ridicat. Ac"ti r"s1onsabii i=a$ asi5$rat 1" an5a9ai c3 tot$ 4"r5" bin"* 8n ac"ai ti41
841otri!ind$=s" "fort$rior cond$c"rii d" a=i Otr"2iO 1" an5a9ai.
Sit$aii" d" inc"rtit$din" i caract"ristici" ac"stora n$ 1ot fi 8n5&"s$it" sa$ tratat" 8ntr=
o 4ani"r3 $nic3. Inc"rtit$din"a a1ar" i s" 4anif"st3 8n di!"rs" for4" i 4odait3i*
r"1r"2"nt:nd 1ro!oc3ri d" nat$r3 di!"rs3 1"ntr$ or5ani2ai". C$ toat" ac"st"a s" 1ot id"ntifica
1atr$ ti1$ri d" inc"rtit$din" 1" car" " 1$t"4 co41ara c$ $n"" condiii 4"t"oroo5ic":
S C"aa. La inii"r"a $n"i r"str$ct$r3ri* an$nar"a $n"i f$2ion3ri sa$ intrar"a 1" o no$3
1ia3* or5ani2aii" s" 1ot afa 8ntr=o sit$ai" d" inc"rtit$din". Ad"s"a s" 8nr"5istr"a23 o i1s3
d" caritat" as$1ra sit$ai"i or5ani2ai"i* c" s" !a 8nt:41a i cin" i c$4 !a af"cta or5ani2aia.
Pro!ocar"a 1"ntr$ or5ani2ai" o r"1r"2int3 4od$ 8n car" !a fi 4"nin$t s"ns$ contin$it3ii i
trans4it"r"a c3tr" an5a9ai a $n$i itin"rari$ 1ri!ind d"sf3$rar"a 1roc"s$$i d" sc&i4bar".
S /$rb$"na. Ac"ast3 sit$ai" a1ar" at$nci c:nd oc$ 1" car" 8 oc$13 o or5ani2ai" 8n
cadr$ $n"i 1i"" "st" s$1$s an$4itor 1r"si$ni. Confor4 ac"st$i sc"nari$* n$ "st" foart" si5$r
dac3 fir4a !a r"2ista i* 8n ca2$ 8n car" !a r"2ista* for4a 1" car" o !a a!"a d$13
4anif"star"a 1r"si$nior. Ad"s"a s" 8nr"5istr"a23 sc&i4b3ri d"s" i ra1id" 8n cond$c"r"a
fir4"or* $r4at" d" $n !a d" noi iniiati!"* iar an5a9aii s" r"53s"sc 8n sit$aia d" a tr3i i
r"2ista d" 1" o 2i 1" ata. .n ac"ast3 sit$ai"* 1rin co4$nicar"* tr"b$i" s3 s" i41ri4" n"!oia
acion3rii d" $r5"n3 8n r:nd$ an5a9aior conco4it"nt c$ infor4ar"a fr"c!"nt3* c&iar 2inic3* a
ac"stora* 8n c""a c" 1ri!"t" star"a or5ani2ai"i.
S F$rt$na. Sit$aia fir4"i "st" d"st$ d" initit3* dar "#ist3 s"4na" d" aar43 1ri!ind
8nt:41inar"a $nor dific$t3i. U!on$ri" i s1"c$aii" s$nt d"s"* dar n$ "#ist3 si5$rana c3 s"
!a 8nt:41a c"!a 8n r"aitat" sa$* dac3 s" !a 8nt:41a* 4od$ 8n car" !or fi af"ctai an5a9aii. .n
ac"ast3 sit$ai"* oa4"nii a$ n"!oi" s3 fi" infor4ai d"s1r" sit$aia d" ansa4b$ a or5ani2ai"i i
s3 fi" 1$i a c$r"nt c$ "!o$ii" ac"st"ia.
S M"t"orit$. .n ac"st ca2* or5ani2aia* a c3r"i trai"ctori" "ra foart" si5$r3* s$f"r3 $n
oc car" 8i t$b$r3 f$ncionar"a obin$it3 6Art&$r And"rs"n* ["ro#* A4"rican Airin"s*
Qarin5s7. Est" inc"rt 4od$ 8n car"* i c&iar dac3* or5ani2aia !a s$1ra!i"$i. So$ia 8n ac"ast3
sit$ai" "st" ca fir4a s3 r3s1$nd3 ra1id* s3 trans4it3 c""a c" s" 8nt:413* s3 contro"2"
f$#$ri" d" infor4aii i s3 asi5$r" o an$4it3 init" 8n r:nd$ an5a9aior* ci"nior*
f$rni2orior "tc.
Id"ntificar"a stadi$$i sc&i4b3rii 8n car" s" sit$"a23 o an$4it3 or5ani2ai" i $tii2ar"a
$nor strat"5ii d" co4$nicar" car" s3 8i a9$t" 1" a5"nii int"rni i "#t"rni s3 8n""a53 ac"st"
1roc"s" 1ot r"1r"2"nta so$ia 1"ntr$ 8n3t$rar"a inc"rtit$dinii.
Dif"rit"" ti1$ri d" sc&i4bar" i41ic3 $tii2ar"a $nor strat"5ii d" co4$nicar" dif"rit".
Inii"r"a $n$i 1ro5ra4 d" sc&i4bar" a c$t$rii or5ani2aiona" i41ic3 c" 1$in o sc$rt3
1r"53tir" ant"rioar3 a an5a9aior. .n 1$s* tr"b$i" in$t cont d" fa1t$ c3 indi!i2ii !or 1artici1a
a 1roc"s$ d" sc&i4bar" 8ntr=$n rit4 dif"rit i !or fi inf$"nai 8n 5rad" dif"rit" d" c3tr"
ac"sta.
C$ toat" ac"st"a* "#ist3 $n"" 1rinci1ii d" co4$nicar" c" 1ot fi $tii2at" 8n dif"rit"
sit$aii d" inc"rtit$din"* 8n f$nci" d" ti1$ ac"stora* d" dis1onibiitat"a din 1art"a or5ani2ai"i
i d" 1osibiitat"a a1ic3rii or.
6a7 Crearea unui ritm alert de aciune. .n sit$aia 8n car"* din 8nt:41ar"* an5a9aii
Odor4O* at$nci ac"tia tr"b$i" Otr"2iiO i r""d$cai. Est" n"c"sar ca ac"tia s3 fi" d$i 8n !:rf$
1ira4id"i i s3 i s" arat" a4"nin3ri" contin$" d" 1" 1ia3O. C$ at" c$!int"* an5a9aii tr"b$i"
s3 1oat3 8n""5" i s3 1arc$r53 ac"ai 1roc"s d" 8n!3ar" 1ractic3 1" car" =a$ 1arc$rs
4ana5"rii. Rit4$ a"rt d" aci$n" 1oat" r"2$ta i dintr=o 8n""5"r" co4$n3 a a4"nin3rior
"#ist"nt" 8n cadr$ 4"di$$i d" afac"ri.
6b7 Comunicarea imaginii de ansamblu. An5a9aii tr"b$i" s3 8n""a53 4"di$ d"
afac"ri 8n cadr$ c3r$ia s" 4anif"st3 or5ani2aia. Un"" fir4" a$ r"c$nosc$t i41ortana ac"st$i
$cr$ i a$ d"4arat 1ro5ra4" d" "d$car" 8n afac"ri* d" "#1icar" a 4"canis4"or 1i""i* d"
infor4ar" as$1ra 4odific3rii 5$st$rior i 1r"f"rin"or cons$4atorior i 4odific3rior
conc$r"nia". Astf" instr$ii* an5a9aii !or 1$t"a $a 4ai $or $n"" d"ci2ii i !or 8n""5" 4ai
$or i41icaii" 1" car" an$4it" sit$aii " 1ot a!"a as$1ra or i as$1ra 1ost$rior 1" car" "
d"in.
6c7 Participarea la dezbateri. Ni4ic n$ "st" 4ai i41ortant d"c:t 1artici1ar"a
a d"2!otar"a id"ior 8n 4o4"nt$ 8n car" oa4"nii s$nt n"si5$ri i 1$n a 8ndoia3 co41"t"na
i cr"dibiitat"a id"rior. Sc&i4bar"a n$ !a fi cor"ct 8n""as3 sa$ i41"4"ntat3* dac3 oa4"nii
n$ 8n""5 n"c"sitat"a ac"st"ia. Dac3 an5a9aii tr"b$i" s3 acc"1t" sc&i4bar"a i s3 coo1"r"2"*
at$nci ac"tia tr"b$i" s3 1artici1" a d"2bat"ri" car" 1ri!"sc ac"st 1roc"s. /rans4it"r"a
dir"ct3 a conc$2iior 4ana5"rior n$ " 1"r4it" s3 asi4i"2" 4od$ d" 5:ndir" a ac"stora sa$
s3 8n""a53 cont"#t$ 8n car" s=a a9$ns a ac"st" conc$2ii. C" 4ai ad"s"a* i41icar"a
a1ar" 8n $r4a "#ist"n"i s"nti4"nt$$i d" 1ro1ri"tat"* iar 1ro1ri"tat"a r"2$t3 din 1artici1ar".
Oa4"nii si4t n"!oia d" a fi i41icai 8n disc$tar"a 4od$$i 8n car" s" !a "f"ct$a sc&i4bar"a 8n
do4"ni$ or d" co41"t"n3 iar c$ c:t s$nt 4ai i41icai* c$ at:t !or fi 4ai int"r"sai. .n
sit$aii d" inc"rtit$din"* id"rii s$nt ad"s"a circ$4s1"ci 8n a ad4it" sa$ a r"c$noat" c3 n$ s$nt
si5$ri d" c""a c" s" 8nt:413. .413rt3ir"a id"ior 1rin d"2bat"ri co4$n" asi5$r3 o disi1ar" a
inc"rtit$dinii* f3r3 s3 "#ist" s"nti4"nt$ ad4it"rii sa$ r"c$noat"rii n"si5$ran"i. O 4odaitat"
d" r"2o!ar" a ac"st"i 1rob"4" o r"1r"2int3 in!itar"a a disc$ii a t$t$ror c"or int"r"sai*
oca2i" c$ car" !a fi 1r"2"ntat3 sit$aia d" ansa4b$ a fir4"i i an5a9aii 1ot 1$n" 8ntr"b3ri f3r3
s3 s" t"a43 1"ntr$ r"c$noat"r"a i1s"i d" c$notin".
6d7 %ncura.area exprimrii. .n sit$aii d" inc"rtit$din"* cr"dibiitat"a r"2$t3 8n
$r4a a1r"ci"rii d"sc&is" a id"ior 4anif"stat" d" c3tr" an5a9ai. Ac"ast3 a1r"ci"r" acc""r"a23
rit4$ d" d"r$ar" a sc&i4b3rii* !a d"t"r4ina cr"t"r"a cr"dibiit3ii i 8i !a 8nc$ra9a 1" an5a9ai
s3 s1$n3 c""a c" 5:nd"sc f3r3 s3 " fi" t"a43 d" "!"nt$a" cons"cin" n"5ati!".
6"7 5aximizarea sentimentului de continuitate +i stabilitate. Dac3 sc&i4bar"a
i inc"rtit$din"a asociat3 ac"st"ia s$nt 1"rc"1$t" d" an5a9ai ca fiind 1r"a Or"!o$ionar"O*
at$nci ac"st"a 1ot fi int"r1r"tat" ca 1r"a "#tr"4" i br$t"* "#ist:nd 1osibiitat"a ca id""a d"
sc&i4bar" s3 fi" din start r"s1ins3. An5a9aii o int"r1r"t"a23 ca 1" o !ioar" a !aorior
tradiiona" 1ro1rii* !or o1$n" r"2ist"n3 i s" !or str:n5" 8n 9$r$ ti1ar"or "#ist"nt". C""a c"
dor"sc oa4"nii 8n 5"n"ra "st" 4"nin"r"a contin$it3ii at$nci i acoo $nd" "st"
1osibi* s3 d"13"asc3 sc&i4bar"a f3r3 a fi 1r"a 4$t af"ctai i s3 s" r"stabi"asc3 "c&iibr$
c:t s" 1oat" d" r"1"d". Pr"2"ntar"a sc&i4b3rii ca "!o$ti!3 !a atra5" d$13 sin" cr"t"r"a
s"nti4"nt$$i d" init" i 8ncr"d"r" a an5a9aior* cr":nd$=" i4a5in"a $n"i contin$it3 i c$
tr"c$t$.
6f7 Comunicarea continua. .n sit$aia 8n car" "#ist3 inc"rtit$dini as$1ra r"2$tat"or
aci$nior 8ntr"1rins"* a1ar" t"ntaia d" a n$ s1$n" ni4ic 1:n3 8n 4o4"nt$ 8n car" c"!a d"!in"
si5$r. .n 1ractic3 ar tr"b$i "!itat" astf" d" tactici. E"c$ co4$nic3rii s" ba2"a23 1" i1ot"2a
65r"it37 c3 ac"asta s" af3 s$b contro$ 4ana5"4"nt$$i or5ani2ai"i i 1oat" fi d"canat3 sa$
o1rit3 8ntoc4ai ca $n 8ntr"r$13tor. Co4$nicar"a "st" contin$3* iar sin5$ra o1i$n" 1" car" o a$
id"rii $n"i fir4" "st" ac""a d" a c$noat" 4od$ 8n car" 1ot fi inf$"nat" 1"rc"1ii" i id"i"
an5a9aior. U!on$ri" s$nt ca b$r$i"ni": ni4"ni n$ " c$ti!3 dar a1ar i s" d"2!ot3 c$ o
!it"23 $i4itoar"* $41:nd 5o$ri" i atrofiind infor4aii" ad"!3rat". D" ac""a s" consid"r3 c3
so$ia 8n ac"st ca2 "st" ac""a d" a 8ntr"in" i cond$c" co4$nicar"a 8n oc s3 s" r"c$r53 a
at"1tar" i a 53sir"a d" r3s1$ns$ri a 2!on$ri" car" circ$3. C&iar i 8n c"" 4ai inc"rt"
sit$aii "#ist3 8ntotd"a$na c"!a c" 1oat" fi co4$nicat.
657 Comunicarea scenariilor probabile +i a implicaiilor acestora. D"i !iitor$ n$ 1oat"
fi c$nosc$t* s" 1oat" !orbi d"s1r" sa$ 1r"s$1$n" tot$i c" s" !a 1$t"a 8nt:41a. Oa4"nii !or
fac" s1"c$aii oric$4* astf" c3 ar fi c$ 4$t 4ai indicat s3 i s" d"a c"!a s"rios a car" s3 s"
5:nd"asc3. Ar 1$t"a fi d" as"4"n"a d" foos ca 4ana5"rii s3 indic" "#act 4o4"nt"" 8n car"
consid"r3 c3 !or 1$t"a trans4it" an5a9aior infor4aii 1r"cis". Mo4"nt"" stabiit" tr"b$i" s3
fi" 8ns3 r"aist"* adic3 s3 1oata fi r"s1"ctat". .n ca2 contrar* cr"dibiitat"a c"or car" " an$n3
!a a!"a 4$t d" s$f"rit. Co4$nicar"a $n$i 1ro5ra4 1r"2int3 do$3 a!anta9": 6i7 1"r4it"
4ana5"rior s3 s"1ar" 8ntr"b3ri" s1"cific" i41"4"ntarii d" c"" strat"5ic" 5"n"ra" i s3
acord" astf" r3s1$ns$ri s"1arat" a ac"st"a* i 6ii7 1"r4it" an5a9aior s3 s"si2"2" c:nd 1ot
adr"sa $n"" 8ntr"b3ri s1"cific" i c:nd !or 1$t"a 1ri4i r3s1$ns$ a ac"st"a. %"din"" sc$rt"
r"1r"2int3 o 4odaitat" 1rin car" s" 1ot 1r"2"nta i d"2bat" sc"narii" 1osibi" i 1rin car" s"
1"r4it" an5a9aior s3 1$n3 8ntr"b3ri* s3 fi" infor4ai i s3 disc$t" d"s1r" 1ot"nia"" i41icaii
a" sc"nariior. .n sit$aii d" inc"rtit$din"* $cr$ri" 1ot fi co41icat" d" nat$ra confid"nia3 a
infor4aiior d"in$t" d" $n"" 1"rsoan". .n ac"st ca2* 4ana5"r$ sa$ c" car" trans4it"
an$4it" infor4aii tr"b$i" s3 8i d"4onstr"2" ca1acitat"a d" "!itar" a an$4itor 8ntr"b3ri 1r"a
dir"ct" i s3 acord" n$4ai r3s1$ns$ri" car" n$ af"ct"a23 nici o 1art".
6&7 Comunicarea direct. Un"" st$dii a$ d"4onstrat fa1t$ c3 oa4"nii 1r"f"r3 c" 4ai
ad"s"a s3 1ri4"asc3 infor4aii d" a 4ana5"r$ sa$ r"s1onsabi$ i4"diat s$1"rior* 1rintr=o
disc$i" 1"rsona3* fa3 8n fa3. Ac"st $cr$ 1oat" fi "#1icat 1rin fa1t$ c3 indi!i2ii dor"sc
obin"r"a infor4aiior d" a s$rs" d" 8ncr"d"r"* 8ntr=o 4ani"r3 car" s3 " 1"r4it3 adr"sar"a d"
8ntr"b3ri i !"rificar"a !"ridicit3ii r3s1$ns$rior 1ri4it". .n 1$s* ac"ti 4ana5"ri i4"diat
s$1"riori s$nt 1"rc"1$i Oa fi 8n ac""ai barc3O c$ an5a9aii car" dor"sc obin"r"a d" infor4aii.
Ac"tia r"1r"2int3 Or"""O 8ntr" "i i 4ana5"4"nt$ s$1"rior a fir4"i* a!:nd 8n 1$s ca1acitat"a
d" a=i a9$ta 8n "#1icar"a infor4aiior trans4is". Co4$nicar"a dir"ct3 1"r4it" d" as"4"n"a
1r"2"ntar"a $nor n$an" i41osibi d" trans4is 1rin at" c3i. /ot 1" ac"ast3 ca" s" 1ot 8n""5"
4ai bin" car" s$nt 8n5ri9or3ri" an5a9aior* s" 1ot cor"cta n"8n""5"ri"* i s" 1oat" obin" $n
f""dbac> din 1art"a 1artici1anior.
6i7 6xplicarea implicaiilor pentru fiecare indi#id. C"a 4ai d"s adr"sat3 8ntr"bar" 8n
ca2$ an$n3rii $n"i sc&i4b3ri "st" OC$4 43 !a af"cta 1" 4in" ac"ast3 sc&i4bar"TO. Din
ac"ast3 ca$23* co4$nicar"a ar tr"b$i foosit3 1"ntr$ "#1icar"a ro$$i 1" car" an5a9aii 8 !or
a!"a 8n !iitor i c""a c" !or tr"b$i s3 fac3 1"ntr$ a r"$i 8n sc"nari$ 1ro1$s a fi i41"4"ntat.
Dar 1"ntr$ ca oa4"nior s3 " 1"s" i s3 s" 1artici1" a sc&i4bar"* ac"tia tr"b$i" s3 1"rc"a13 i
s3 8n""a53 "53t$ra dintr" obi"cti!"" 1"rsona" i c"" 5"n"ra" a" or5ani2ai"i.
697 6xtinderea aptitudinilor managerilor. .ntr=o abordar" tradiiona3* casic3* 4ana5"rii
tr"b$i" s3 ti" s3 1r"2int" infor4aii* s3 r"1r"2int" or5ani2aia 1" car" o cond$c* s3 fac3 fa3
1ro!oc3rior i s3 8i i41$n3 ar5$4"nt"" 8n faa conc$r"n"i. Co4$nicar"a "f"ct$3rii $nor
sc&i4b3ri n"c"sit3 tot$i $n"" a1tit$dini s1"cia". Mana5"rii tr"b$i" s3 ti" s3 asc$t"* s3
disc$t" i s3 8n""a53 n"!oi" oa4"nior 1" car" 8i cond$c". Mana5"rii tr"b$i" s3 fi" ca1abii
s3 foos"asc3 $n i4ba9 obin$it c"or c$ car" disc$t3* f3c:nd$=s" astf" 8n""i d" c3tr"
ac"tia. .n conc$2i"* or5ani2aii" tr"b$i" s3 "!a$"2" ni!"$ ca1acit3tii d" co4$nicar"
"#ist"nt" in r:nd$ 4ana5"rior i s3 aco1"r" "!"nt$a"" i1s$ri constatat" 1rin c$rs$ri
ad"c!at".
6>7 /locarea unui timp suficient pentru comunicare. D$13 c$4 s" 4niona 8n Ca1ito$
'* co4$nicar"a "st" $n 1roc"s i n$ $n "!"ni4"nt. Ar fi n"r"aist3 1r"s$1$n"r"a c3 s" !a
a9$n5" a o conc$2i" co4$n3 d" a 1ri4a 8nt:nir". Co4$nicar"a r"ai23rii $n"iE$nor sc&i4b3ri
1r"s$1$n" asc$tar"a oa4"nior* 1"r4it"r"a ac"stora s3 !"rific" 1$nct$ d" !"d"r" a
4ana5"rior* s3 1roc"s"2" infor4aii" 1" car" "=a$ obin$t i a1oi s3 s" r"ia disc$ii". .n 1$s*
daca in"4 cont d" fa1t$ c3 sc&i4bar"a "st" $n 1roc"s contin$$* iar co4$nicar"a tr"b$i" s3
8nso"asc3 1roc"s$ sc&i4b3rii* n" a1ar" car c3 aocar"a $n$i ti41 8ns"4nat 1"ntr$
co4$nicar" n$ "st" doar o si41a d"!i23.
67 3esponsabilii trebuie s poat transmite ce#a, altfel #or in#enta. Mana5"rii din
"aon$ 4"di$ s" af3 8n c"ntr$ at"ni"i 8n sit$aii d" inc"rtit$din" int"rn3. S$bordonaii 8i !or
8ntr"ba c" ti$ d"s1r" c""a c" s" 8nt:413* iar 4ana5"rii s" 1ot 53si 8n ac""ai sit$ai" ca i
s$bordonaii* n"tiind 4ai 4$t" $cr$ri d"c:t ac"tia* dar 1r"s$1$n:nd$=s" c3 ac"tia ti$ 4ai
4$t" d"c:t c"iai. E#ist3 do$3 1osibiit3i: fi" 4ana5"rii !or s3 cr""2" i41r"sia c3 ti$ 4ai
4$t" d"c:t s$bordonaii or* fi" r"c$nosc d"sc&is c3 n$ c$nosc d"taii i fac s1"c$aii
841r"$n3 c$ c"iai. Oricar" ar fi sit$aia* ac"tia !or co4$nica 8ntr=o 4ani"r3 &aotica* cr":nd
tot f"$ d" 2!on$ri. So$ia 8n ac"st ca2 o r"1r"2int3 trans4it"r"a c3tr" ac"tia a $nor
infor4aii car" s3 1oat3 fi r"trans4is" c3tr" s$bordonaii dir"ci* astf" 8nc:t s3 s" $41" 5o$
infor4aiona.
647 Pregtirea pentru o e#entuala criz. .n sit$aia "f"ct$3rii $n"i sc&i4b3ri
co41"#" i d" di4"nsi$ni consid"rabi"* ar fi n"c"sar3 1r"53tir"a $n$i 1an s1"cia 1"ntr$ a
fac" fa3 $n"i 1ot"nia" cri2" d"t"r4inat" d" sc&i4bar". Din 4o4"nt c" fi"car" cri23 "st"
dif"rit3* "st" n"c"sar3 "aborarar"a $n$i s"t d" 1roc"d$ri car" s3 asi5$r" $n r3s1$ns 1ro41t 8n
4o4"nt$ d"can3rii cri2"i. Co4$nicar"a car3 i ra1id3 "st" "s"nia3 8n astf" d" sit$aii. O
at3 so$i" o r"1r"2int3 "aborar"a $n$i 1roc"s d" 4onitori2ar" i 5"stionar" a 1ot"nia"or
cri2" 1r"c$4 i "aborar"a $n$i s"t d" sc"narii d" cri2" 1ot"nia".
R"ai2ar"a $n"i co4$nic3ri co"r"nt" r"1r"2int3 o sarcin3 difici3 1"ntr$ 4a9oritat"a
or5ani2aiior 8n s1"cia 8n sit$aii d" inc"rtit$din". .n ac"st ca2 "#ist3 o conc$r"n3 1$t"rnic3
1"ntr$ inf$"nar"a an5a9aior* 8n s"ns$ c:ti53rii at"ni"i ac"stora.
E#ist3 do$3 1rob"4" car" tr"b$i" r"2o!at" 8n ca2$ d" fa3: 6a7 stabiir"a $n"i
4odait3i d" or5ani2ar" i distrib$ir" a infor4aiior i 6b7 s$sin"r"a an5a9aior 1"ntr$
8n""5"r"a infor4aiior i con!in5"r"a ac"stora d" a r"ciona 8n $r4a 1ri4irii ac"stora. P"ntr$
r"2o!ar"a c"or do$3 1rob"4" s" i41$n" r"ai2ar"a $n"i 1anific3ri a co4$nic3rii* 1anificar"
c" i41ic3 1arc$r5"r"a a as" 1ai:
6i7 Implicarea managementului de la ni#elurile superioare. Un"" st$dii a$ ar3tat ca FNC
dintr=$n "antion d" 'CCC d" fir4" n$ a$ a!$t niciodat3 o 1oitic3 d" co4$nicar". Ac""ai
st$dii a$ indicat d" as"4"n"a c3 8n or5ani2aii" 8n car" "#ist3 o strat"5i" d" co4$nicar"* n$4ai
o tr"i4" din cond$c"ri" ac"stora a$ fost i41icat" 8n for4$ar"a i a1robar"a ac"st"ia.
Co4$nicar"a n$ 1oat" fi "fici"nt3 dac3 n$ "#ist3 i o i41icar" a 4ana5"rior 8n ac"st 1roc"s.
Ac"asta 1r"s$1$n" ca c"i r"s1onsabii c$ acti!it3i" d" co4$nicar" s3 1artici1" a disc$ii"
r"f"ritoar" a sc&i4bar"* s3 contrib$i" a r"ai2ar"a 4"sa9"or* ada1t:nd$=" 1"ntr$ a 1$t"a fi
8n""s" d" toti an5a9aii. E"c$ co4$nic3rii 8nc"1" at$nci c:nd 4"sa9"" trans4is" n$ s$nt
cr"dibi"* c:nd s$nt conc"1$t" 8ntr=o 4ani"r3 co41icat3* c:nd r"1r"2int3 n$4ai 1$nct$ d"
!"d"r" a cond$c"rii sa$ s" do!"d"sc contrar" c$ r"aitat"a. .n sit$aii d" inc"rtit$din"* "#ist3 o
4ai 4ar" 1robabiitat" ca an5a9aii s3 8n""a53 5r"it infor4aii" 1ri4it". Din ac"ast3 ca$23
a1ar" n"c"sitat"a ca 4ana5"rii s3 Ot"st"2"O 4"sa9"" 8naint" d" a " trans4it"* asi5$r:nd$=s" c3
a$ "i4inat toat" ""4"nt"" car" ar d"t"r4ina n"8n""5"ri sa$ int"r"1r"t3ri 5r"it"*
asi5$r:nd$=s" 8n ac"ai ti41 i o $nitat" s"4nificati!3 a 4"sa9"or trans4is". .n ac"st 4od s"
"!it3 cr"ar"a conf$2i"i 8n r:nd$ an5a9aior sa$ a c"or int"r"sai* car" co41ar3 dif"rit""
4"sa9" 1ri4it"* 6ii7 Planificarea. Panificar"a co4$nic3rii 1r"s$1$n" 1artici1ar"a
4ana5"4"nt$$i din "aon$ s$1"rior i o conc"ntrar" as$1ra obi"cti!"or afac"rii.
Or5ani2aii" ar tr"b$i s3 "abor"2" $n ca"ndar an$a a oca2iior i "!"ni4"nt"or d"
co4$nicar" int"rn3 i "#t"rn3* car" s3 fi" 8n str:ns3 "53t$r3 c$ 1an$ d" afac"ri i r"!32$t"
1"riodic.
6iii7 6#aluarea situaiei existente +i a publicului-int. Or5ani2aii" tr"b$i" s3 id"ntific"
1"rsoan"" sa$ 5r$1$ri" car" s$nt inf$"nat" d" sc&i4bar"* s3 co"ct"2" infor4aii d"s1r"
1"rc"1ii" "#ist"nt" a" c"or car" !or fi af"ctai i s3 d"cid3 "#act as$1ra infor4aiior car" "
!or fi trans4is". .n oric" sc"nari$ 1ri!ind r"ai2ar"a $n"i sc&i4b3ri* O1$bic$=int3O !a fi
dif"rit* iar n"!oi" ac"st$ia d" a co4$nica !or fi dif"rit". .n""5"r"a car3 a 1$bic$$i i a
n"c"sit3ior ac"st$ia !a d"t"r4ina r"ai2ar"a $n"i co4$nic3ri ad"c!at" a$di"n"i r"s1"cti!". O
at3 1rob"43 d" car" tr"b$i" in$t cont "st" ac""a c3 4"4brii O1$bic$$i=int3O !or 1arc$r5"
1roc"s$ sc&i4b3rii 8n rit4$ri dif"rit"* iar atit$dini" i co41orta4"nt"" ac"stora !or fi i ""
dif"rit" 8n an$4it" 4o4"nt" a" 1roc"s$$i 4ai s$s 4"nionat.
6i!7 Coordonarea. Dac3 r"s1onsabiii 1"ntr$ co4$nicar" n$ 8i coordon"a23 "fort$ri"*
!or af"cta 8n 4od c"rt ti41$ i at"nia c"or !i2ai* 1$t:nd cr"a astf" Oconf$2ii
co4$nicaiona"O. .n ac"st ca2* toat" d"1arta4"nt"" ar tr"b$i s3 coabor"2" 8n "aborar"a
1an$rior i 1riorit3ior.
6!7 Controlul superior al comunicrii. Dac3 s" dor"t" "!itar"a 1rob"4"or d" s$1ra=
infor4ar"* or5ani2aii" tr"b$i" s3 ado1t" o abordar" 4ai co41"#3 d" 5"stionar" a
co4$nic3rii. Asf"* ac"st"a tr"b$i" s3 8noc$iasc3 4"toda casic3 Od" $2in3O* 1rin car" cantit3i
i41r"sionant" d" 4"sa9" s$nt trans4is" d" s$s 8n 9os* c$ 4"toda contro$$i si4iar c"$i a
trafic$$i a"rian* 1rin car" infor4aii" s$nt 1anificat" i casat" 8n f$nci" d" 1rioritat".
6!i7 6#aluarea +i urmrirea comunicrii. Un$ dintr" as1"ct"" "s"nia" a" co4$nic3rii
8n sit$aii d" inc"rtit$din" 8 r"1r"2int3 f""dbac>=$* 8ntr$c:t "st" foart" 1osibi ca oa4"nii s3
8n""a53 infor4aii" 8ntr=o 4ani"r3 d"for4at3. Or5ani2aii" tr"b$i" s3 s" asi5$r" 8n 4od
fr"c!"nt c3 4"sa9"" cor"ct" a$ atins inta sa$ int"" int"nionat" 1rin cr"ar"a $nor b$c" d"
f""dbac> 6!ia 4ana5"ri int"r4"diari* r"s1onsabii dir"ci* intran"t* "=4ai "tc7* 1rin cr"ar"a
$nor 5r$1$ri d" disc$i" i 1rin r"ai2ar"a $nor anc&"t" 8n r:nd$ a5"nior sa$ 5r$1$rior !i2at"
i disc$tar"a r"2$tat"or ac"stor anc&"t". ,r$1$ri" d" disc$i" n$ tr"b$i" cr"at" doar 1"ntr$ a
s" !"rifica dac3 4"sa9"" a$ fost r"c"1ionat"* ci 1"ntr$ a t"sta 4od$ 8n car" ac"st" 4"sa9" a$
fost d"codat" d" c3tr" r"c"1tori. Ac"st $cr$ "st" i41ortant 8ntr$c:t s"4na"a23 at:t oc$ri"
$nd" a1ar n"8n""5"ri sa$ d"for43ri a" 4"sa9"or c:t i oc$ri" $nd" 4"sa9"" s$nt
int"r1r"tat" ca fiind i1sit" d" cr"dibiitat". Astf". 4"sa9"" s" 1ot ada1ta $t"rior 8n f$nci" d"
r"acii" id"ntificat".
QIQLIO,RAFIE
'. Q"c>"r* S.*@.* and @&is"r /.*L.* 2he Inno#ati#e *rganization: / "electi#e 3e#ie7
ofCurrent 2heor and 3esearch, Ro$rna of Q$sin"ss* nr. ?C* 'NFB
0. Q""r* M.* Drisco* R.*@.* "trategies for Change, (n Impro#ing 4ife at 8or9, "ds.
R.R. -ac>4an and R.L.S$tt"* ,oodL"ar* Santa Monica* Caifornia* 'NBB
;. Q""t&a4* D.* $irocraia, Ed. D$StL"* Q$c$r"ti* 'NNP
?. Qi55art* N.*@.* 2he Creati#e-:estructi#e Process of *rganizational Change: 2he
Case ofthe Post *ffice, Ad4inistrati!" Sci"nc" M$art"rL* nr. 00* 'NBB
D. Qo$r5"ois* L.* R.* III* *n the 5easurement of *rganizational "lac9, Acad"4L of
Mana5"4"nt R"!i"K* nr. F* 'NP'
F. Cand"a* R.* i Cand"a* D.* Comunicarea managerial aplicat, Ed. E#1"rt*
Q$c$r"ti* 'NNP
B. C&"n5* R.* L.C.* Interdependence and Coordination (n *rganizations: / 3ole-
"stem /nalsis, 8n Acad"4L of Mana5"4"nt Ro$rna* nr. 0F* 'NP;
P. D"$tsc&* M.* Producti#e and :estructi#e Conflict, Ro$rna of Socia Iss$"s* nr. 0D*
'NFN
N. ,abrait&* R.* *rganization :esign, /ddison-8esle Publishing, R"adin5* Mass.*
'NBB
'C. ,ibson* C.* F.* 5anaging *rganizational $eha#ior, Ric&ard D. IrKin*
-o4"Kood* III* 'NPC
''. ,r"in"r* L.*E.* Patterns of *rganizational Change, -ar!ard Q$sin"ss R"!i"K* nr.
?D* 'NFB
'0. -arod R. L"a!itt* /pplied *rganizational Change (n Industr: "tructural,
2echnological and ;umanistic /pproaches, 8n -andboo> of Or5ani2ations* "d. R.,.Marc&* r:nd
McNaL* C&ica5o* 'NFD
';. -arrison* R.* Choosing the :epth of *rganizational Inter#ention, Ro$rna of
A11i"d Q"&a!iora Sci"nc"* nr. F* 'NBC
'?. -"db"r5* Q.*L.*/.* NLstro4* P.* Starb$c>* @.* Camping on "eesa7s:
Prescription for a "elf-:esigning *rganization, Ad4inistrati!" Sci"nc" M$art"rL* nr. 0'*
'NBF
'D. Jat2* D.* and Ja&n* R.L.* 2he "ocial Pscholog of *rganizations, 0
nd
Ed.* Ro&n
@i"L V Sons* N"K Wor>* 'NBP
'F. Ji4ann* R.* -.* and /&o4as* J.* @.* Interpersonal Conflict-;andling
$eha#ior as 3eflections of <ungian Personalit :imensions, PsLc&oo5ica R"1orts* nr. ;B*
'NBD
'B. LaKr"nc"* P.R.* and Lorsc&* R.@.* *rganization and 6n#ironment 5anaging
:ifferentiation and Integration, -ar!ard Uni!"rsitL* Qoston* 'NFB
'P. Lo$is R. PondL* *rganizational Conflict: Concepts and 5odels,
Ad4inistrati!" Sc"inc" M$art"rL* nr. '0* 'NFB
'N. Marc&* R.*,.* &ootnotes to *rganizational Change, Ad4inistrati!" Sci"nc"
M$art"rL* nr. 0F* 'NP'
0C. MasoK* A.* 6upschian5anagement, -o4"Kood* III: Ric&ard D. IrKin* 'NFD
0'. McM$ai* D.* Comunicarea, Instit$t$ E$ro1"an* Iai* 'NNN
00. Mi"r* D.* 6#olution and 3e#olution: / =uantum Vie7 of "tructural Change (n
*rganizations, Ro$rna of Mana5"4"nt St$di"s* nr. 'N* 'NP0
0;. Mi"r* D.* Fri"s"n* P.*-.* "tructural Change and Performance: =uantum #ersus
Piecemeal-Incremental /pproaches, Acad"4L of Mana5"4"nt Ro$rna* nr. 0D* 'NP0
0?. Ni5&t"n5a" D.* Conflict and Conflict 3esolution, (n *rganizational $eha#ior:
3esearch and Issues, "d. ,. Stra$ss* R. E. Mi"s* C.C. SnoK* and A.S. /ann"nba$4*
Q"4ont* Caif* @adsKort&* 'NBF
0D. Ric&ard E. @aton i Ro&n M. D$tton* 2he 5anagement of Inter departmental
Conflict: / 5odel and3e#ie7, Ad4inistrati!" Sci"nc" M$art"rL* nr. '?* 'NFN
0F. Sc&4idt* S.M.* Joc&an* /.A.* Conflict: 2o7ard Conceptual Clarit,
Ad4inistrati!" Sci"nc" M$art"rL* nr. 'B* 'NB0
0B. Scott* @.,.* *rganization 2heor: / 3eassessment, Acad"4L of Mana5"4"nt
Ro$rna* nr. 'B* 'NB?
0P. S&ib$tani* A* Impro#ised>e7s, Qobbs=M"rri* 'NFF
0N. So>oi>* S.* L.* S"frid5"* R.* R.* / Comprehensi#e Vie7 of *rganization
:e#elopment, MSU Q$sin"ss /o1ics* nr. 0;* 'NBD
;C. /&o41son* R.D.* *rganizations (n/ctions, Mc,raK=-i* 'NFB
;'. /ic&L* N.* M.* -ornst"in* -.*A.* "tand 8hen ?our >umber is Called: /n 6mpirical
/ttempt to Classif 2pes of "ocial Change /gents, -$4an R"ations* nr. 0N* 'NBF
;0. Van d" V"n* -.* D"b"cX A.* L.* and Jo"ni5* Rr.* R.* :eterminants of
Coordination 5odes 8ithin *rganizations, A4"rican So5ioocia R"!i"K* nr. ?'* 'NBF.