Ob final friday

Managing Organizational Conflicts - An Islamic
Perspective
Khizra Samad, Mahhek Tahir , Asma Shaheen
Computer Science Department, National University of Computer and Emerging Sciences
www.nu.edu.pk
ksammad@gmail.com, mahhek.khan@gmail.com, asma.shaheen@msn.com
Abstract — The purpose of this paper is to understand
organizational conflict and examine Islamic perspectives on
conflict management, resolution and conflict prevention within
project managed environments. Existing research does not
reveal any study that examines empirically the Islamic
viewpoint on conflict management in contemporary
organisational contexts but does indicate that conflict in Islam
is considered to be inevitable and a part of human nature, and,
if managed properly, is positive and constructive. This paper
aims to address this gap, by presenting an empirical analysis of
Islamic perspective of conflict management. This paper
presents an approach to manage and resolve conflict and
describes how it is being implemented in the light of Islamic
perspective. The paper is mainly based on library research
where material and data is extracted from published articles,
Islamic books, Seminar papers, proceedings and relevant
websites .The methodology used for giving reference of Islamic
verses was keyword based search in relevant website , tool and
also data extracted from different authentic Islamic and non
Islamic books written on this subject, research papers and the
lectures of Islamic scholar that are relevant to the subject. The
main reference on Islamic perspective of the research is the
Holy Quran followed by the Sunnah of Prophet Muhammad
(PBUH) as well as the classical and contemporary works of the
Muslims scholars. The paper concludes that existence of
Islamic models for conflict management is visible and has
potential for application by project managers without
limitation. The paper concludes that existence of Islamic
course of action for conflict management is visible and has
potential for application by project managers without
limitation.
Keywords — Islam, Organizational conflict, Conflict
management, Conflict resolution, Conflict prevention
I. LITERATURE REVIEW
Conflict is everywhere in our life. It occurs between
individuals or groups. How do we handle conflicts in our
personal and social relationships? Negatively or Positively.
The outcome of conflict is important considering its
negative and positive impacts. In the past No long-term
studies were found on the topic of conflict management in
Islam, although some documentation on Conflict
management in organization based on Islamic patterns is
starting to appear. Further research using Islamic values as
part of an organizational process would be beneficial. There
are numerous books written on conflict management as
whole, most of the books written focus on political and
ethnical conflicts rather than religious conflicts. Only few
address the religious conflict but on surface level, and they
do not provide solution or resolution from Quran and
Sunnah.
Matthew Hassan Kukah and Toyin Falola (1996) in their
book entitled Religious, Militancy and Self Assertion; try to
portray Islamic politics and militancy in Nigerian context.
They cover the main area in Nigeria and talked about some
conflict between Muslim and Christian under the umbrella
of Islam.However, the book does not depicts the current
religious violent or conflict as it was written in 1992[1].
Conflict Resolution- Building and Bridges is a book co-
authored by Neil H. Katz and John W. Layer (1993). The
authors deal with the nature of conflict and demonstrate
some sources and consequences of conflict, as well as
emotion in conflict. However, they particularize their book
on the resolution of conflict in the school.
Ethnic Conflict and International Relation is another book
written by Stephen Ryan (1995)[1]. The book talks about
the approaches to ethnic conflict as well as international
dimension of ethnic conflict. The author’s way of approach
the resolution in part two of the book is fantastic; he
elaborates dynamics of ethnic conflicts and cements its
resolution under three distinctions which are interrelated
However, the author only deals with ethnic conflict and not
religious conflict.
Thomas and Kilmann (1974) also developed a model for
handling conflict that utilizes five styles: competing,
collaborating, avoiding, accommodating and compromising.
Some researchers have suggested that successful conflict
management involves using specific styles to resolve
conflict situations; for example, that the integrative or

problem-solving style is most appropriate for managing all
conflict (Blake & Mouton, 1964; Likert & Likert, 1976)[2].
Early research was often tainted by stereotypical
assumptions about women in both the research design and
in the interpretation of the data. For example, results from
psychological studies, especially those prior to the 1980’s,
suggested that men and women tend to endorse conflict
management strategies that complement gender role
expectations. The research aim has two purposes: to clarify
the concepts of values, collaboration and conflict and their
relationship with one another within organizations; and to
provide data that supported or disconfirm values alignment
as a proactive approach to conflict management.
Most of these way-outs are non-religious perspectives.
Majority of the books reviewed are based on civil or social
conflicts, little focus on religious which this paper is
focusing and aim to bring solution from Islamic point of
view. Nevertheless, the efforts of those books will not be
overlooked; they can serve as reverences in one way or the
other.
II. BACKGROUND
Conflict is not a new phenomenon, it exists since the early
of human race, QÉbil and HÉbil, both sons of Adam, the
first man on the earth experienced the conflict. It exists
since then until now, between individuals and groups.
Conflict is derived from the Latin word “confliger”.It is
defined as “a situation in which people, groups or countries
are involved in a serious disagreement or argument in which
there are opposing ideas, opinions, feelings or wishes; a
situation which it is difficult to choose.”[3]It also refers to
“as a condition in which one group engages conscious
opposition to another group. [4]Conflict resolution or what
could be called conflictology is defined as “the process of
attempting to resolve a dispute or a conflict. It could also be
called conflict management, dispute resolution or dispute
management. [5]
Conflict studies is a social science field that identifies and
analyses violent and nonviolent behaviours as well as the
structural mechanisms attending conflicts (including social
conflicts) with a view towards understanding those
processes which lead to a more desirable human
condition[5,6].The triggers of this conflict are complex and
interwoven. Factors include environmental degradation
(resulting in conflict over access to resources), previous
famines, political neglect resulting in a lack of development
(poor health services, poor infrastructure, breakdown in
education, poor economic development, etc), and outside
interference (British colonialism, Libya, Islamic
expansionism, conflict in the South etc) [6].
In a world where boundaries between cultures, religions and
civilizations have collapsed, there is a profound need for
cross-cultural and multi-religious studies of conflict
management. Islamic approaches conflict resolution are
important not only for the development and refinement of
existing theories derived in the Western cultural context, but
also for the promotion of cross-cultural dialogue and
understanding. Muslim approaches to conflict resolution
draw on religious values, traditional rituals of reconciliation
and historical practices of communal and inter-communal
coexistence.
Studies of Islamic approaches to conflict resolution provide
new angles of insight into universal human dilemmas, as
well as important supplementation to studies to recognize
contemporary Islamic activism not as backward-looking
rejection of the modern world, but as deeply felt expression
of cultural identity and a critique of domestic as well as
international political orders
III. INTRODUCTION
Conflict is perpetual in every dimension of life. It can occur
anywhere when two or more people interact. These conflicts
can range from the very personal level to the greater field of
international arena that leads to historical wars amongst
nations. When talking about organizations, the conflicts is
quite a natural phenomenon as an organization is a complex
combination of individuals with diversified abilities,
backgrounds, cultures, knowledge, temperaments and
sometimes languages too and all these individuals interact
with each other to achieve a common goal or objective that
makes an organization stand out and prosper. But these
differences increase the probability of conflicts in
organizations. And organizational objects are very hard to
achieve without unity and peace amongst the employees and
one of the most important determinants of productivity,
performance and efficiency, and finally job satisfaction is
also the conflict as an independent variable of
organizational behaviour. Employees with greater job
satisfaction tend to have high level of performance along
with greater level of commitment to the organization. [7]
This is a common thinking that “everyone strives for the
peace”, which can be established only on the absence of
conflict. So, with the presence of different kinds of conflicts
in our life, the process to avoid or resolve these has been a
major concern for the social thinkers all around the world.
In this context, Muslim scholars also give their suggestions
on this topic to find out methods of conflict resolution and
management, in the light of Islamic perspective of thinking,
highlighted by our teaching of The Holy Quran and Sunnah
of our beloved prophet Hazrat Muhammad (Peach Be Upon
Him).
IV. UNDERSTANDING ORGANIZATIONAL CONFLICT
In each organization conflicts exists in circumstances where
organization goals and interests or values are incompatible
and they creates hurdles to achieve their goals. Some
conflicts are in favour of organization also add value to
improve organization performance and to help organization
to achieve organization goals but some conflict impacts
organization negatively and due to those conflicts
organization performance suffers radically.

A. Types of Conflicts
There are two basic types of conflicts [8]:
1. Functional conflict
2. Dysfunctional conflict
Functional conflict – These are the productive conflicts
which support organization goal and assist organization to
improve team and overall organization performance because
people focus on solving issues and dispute with mutual
cooperation and understating. These conflicts help in
reducing stagnant aggression between teams and find out a
middle constructive agreed point of between different
conflicting points of views of different people of
organization. Innovations, new bright & creative ideas that
can lessen aggression and negative conflicts in overall
organization are highly encouraged in this domain.
Dysfunctional conflict – Dysfunctional conflicts are
opposite of Functional conflicts. These are destructive
conflicts that create obstacles for organization to
accomplish its goals. These conflict organization
performance negatively and focus is to reduce organization
performance because people focus is not on solving issues
and dispute but they try to make it more critical and worse
because of some bias or personal issues. The level of
tension and stress vary from group to group. Decision
making is weak because of lack of innovation and new
ideas.
B. SOURCES OF CONFLICTS
The diagram below shows the major sources of
organizational conflicts [9].
• Different goals and time horizons: Organization has
different groups or teams with different goals and
objectives and due to different goals and objective
groups/ teams face difficulty to agree on one same point
e.g. production team focus on efficiency and marketing
team targets sales.
• Overlapping authority: when two or more managers
claim authority and ownership for the same activities or
task leads to situation where conflict arise between
managers and workers.
• Organizational ambiguities. When organization goals
and roles are not clearly defined conflict may occur in
that case. In addition, in absence of standard approaches
to achieve organization goals and objective may also
cause conflict.
• Task Interdependencies: Task indecencies often create
conflicts in different teams or within teams because
when one member of a team other team members unable
to deliver their work on time that is required by other
members to start their work. Due to dependences of
work other teams or team member have to wait and
which leads team fall behind from deadlines.
• Incompatible Evaluation or reward system: evaluation
criteria are different for accessing resources of same

level of designation. Reward is comparatively low in
result of their achievements. Sometime one group gets
reward for achieving their goal but another
interdependent group is neglected either they get low
reward or get nothing. Such incompatibility in
distribution of rewards creates conflict in different teams
within
• Scarce Resources: When all resources are scarce,
managers can have clash over allocations of resources
because sometime for a key task only few resources are
available and each manager wants that resources in his
team to gat ten job done, in this situation manage can
have conflicts on recourse allocation.
• Inherent conflict: Standardized procedures, rules, and
policies that are formulated to decrease the likelihood of
conflict; when organization does not implement them
properly or face resistance from team in imposing these
policies and procedures sometime produce conflict.
• Status inconsistencies: In an organization it happens that
some teams have higher organizational status than
others teams due to favouritism or other factors that can
also cause conflict.
C. LEVELS OF CONFLICTS
The diagram below shows different level of organizational
conflicts [9].
• Interpersonal Conflict – These are the conflicts between
two or more individuals of the same organization. These
conflicts arise because of personalities, experience,
background, different individual goals, dissimilarity in
views and diverse ways of doing same or different work
Efforts.
• Intragroup Conflict – These are the conflicts occur
within a group, team or department at different stages in
group. These conflicts arise because of the
incompatibility, incongruence, misunderstanding or
disagreement among the members of a group in order to
achieve group goals and performing functions, or
activities of the group.
• Intergroup Conflict – These are the conflicts occur
between two or more groups or different groups, teams
or departments of same organization. The causes of
intergroup conflicts are competing goals, competition
for resources in different group, cultural differences of
group member and power discrepancies in different
groups.
• Inter-organizational Conflict – These are the conflict
that arises across different organizations. The causes of
inter-organizational conflicts are competition between
different organization or businesses, mergers, takeovers
and acquisitions. A large number of inter- organizational
conflicts aids in increasing productivity of an
organization instead of decreasing performance because
of competition between different organization and some
of inter-organizational conflicts are necessary for
organization to progress and to compete market.
V. PERSPECTIVE ON ORGANIZATIONAL CONFLICT
Conflict is one of key phenomena that come across in each
organization by one way or other. Conflict is an essential
matter of consideration for managers and higher
management because conflict directly or indirectly affects
organizational efficiency, stability, performance, and ability
to achieve organizational goals. If organization does not
consider the conflict and does not take any preventive
action to cure it then it can lead to a position where conflict
itself directs organization.
Α. The Classical View of Organizational Conflict
The classic view of organizational conflict based on
different theories of early social sciences activists
researches and findings and these are given below: [10]
• Frederick Taylor scientific management theory
• Weber's bureaucratic approach
• Henry Fayol Administrative theory
- Frederick Taylor scientific management theory
Frederick Taylor (1917) was the pioneer of scientific
management theory .His theory also known as "Taylorism".
Frederick Taylor and his associates believed that by the use

of scientific management organization would improve its
functions and performance. The basic principles of Taylor
theory are given below [10, 11]:
• The development of a true science of work that
involves determining a fair day’s work.
• Scientific selection and progressive development of
workers.
• Fitting of workers to their respective tasks.
• Constant and intimate cooperation of managers and
workers.
• Provision of means to encourage each person to the
utmost utilization of his or her capacity.
• Development of organization structures to control
the various phases of production.
Taylor study showed promising results in production field
and was successful at improving production of
industrialized companies. His theory focused on acquiring
the finest equipment and labor, and then carefully
scrutinizing each component of the production process. But
Taylor study was not fit well in modern companies because
scientific management also did not help management to
diminish or resolve conflict between individuals and groups
in an organization.
- Weber's bureaucratic approach
Max Weber (1929/1947), a German sociologist, further
expanded on Taylor's theories and derived ‘Bureaucratic
approach’ that defines organization structure. .The study
focused on the importance of division of labour and
specialization. He believed that bureaucratic approach
described efficient form of organization hierarchy. Weber
bureaucratic approach based on the following principles
[11, 12]:
• Structure – In the organization, positions should be
arranged in a hierarchy, each with a particular,
established amount of responsibility and authority.
• Specialization – Tasks should be distinguished on
a functional basis, and then separated according to
specialization, each having a separate chain of
command.
• Predictability and stability – The organization
should operate according to a system of procedures
consisting of formal rules and regulations.
• Rationality – Recruitment and selection of
personnel should be impartial.
• Democracy – Responsibility and authority should
be recognized by designations and not by persons.
- Henry Fayol Administrative theory
Henry Fayol (1916/1949), a French executive presented
“Administrative Theory”. His theory somehow related to
today’s organization theory. His theory focused on
managerial functions, such as planning, organizing,
command, coordination, and control, and he believed that
these key things are important in managing organization.
Fayol theory organization principles are given below [10,
11]
• Work division – it increases productivity of
technical and managerial work.
• Authority and responsibility – These are vital for
an organizational member to accomplish the
organizational objectives.
• Discipline – Members of the organization should
honour the objectives of the organization. They
should also comply with the rules and regulations
of the organization.
• Unity of command and direction – follow orders of
immediate supervisor and all organizational
members should work for same organizational
goal.
• Centralization – Management should involve
centralization and de-centralization of authority
while decision making.
• Equity Fairness, justice and equity should prevail
in the organization.
• Job Stability – organization should ensure
employee job security because Job security
improves performance.
• Initiative – organization should encourage and
reward employees for taking initiative.
• The concept of line and staff – The concept of
line and Staff managers should be clearly defined
in organization because it help in achieving
organization goal .line personnel work directly to
accomplish organizational goal. Staff personnel do
basic work and provide timely help and support to
line personnel.
Fayol theory was extensive then Max Weber Frederick
Taylor. Some of Fayol theory principles are widely used by
today’s organizations.
Β. Religion and Conflict
Human has to face numerous conflicts since his existence.
Conflict occurs due to dearth of resources, differences
between people, groups or nations. There are also some key
factors that cause conflict and these factors are ethnicity,
race, resources and religion. [13]
Religion provides a reliable guideline to its followers to
perform their different activities and task throughout the
life. Each religion has its own set of beliefs, views and
values that streamline its believer’s minds according to

religious beliefs and values. One religion beliefs, views and
values may differ with other religion and that build a basis
of conflict when people of different religion interacts and
work together. Different identities and individuality of
people sometime also becomes the cause of religious
conflict. It is a bit complicated process to categorize conflict
as religious conflict because sometime the conflict that
considered religious conflict is not religious conflict and is
due to other factors such as economical or political.
Researcher like Hoffman and Gurr gave point of view
that many conflicts which are classified as
religious conflicts are not actually religious conflicts.
They base their argument on the fact that in many cases, the
root causes of conflict is either political or economic factors
[14]. They argue that religion is just a way of mobilising the
people to participate in the conflict [15]. Stewart takes a
different approach. Stewart’s approach is stated below:
‘while all conflicts have several motives with political
and/or economic ones generally central, mobilization
frequently occurs on the basis of particular identities, and
conflicts can then be classified as ‘ethnic’ or ‘religious’, or
class or ideological, on the basis of how people are
mobilized rather than with respect to the political or
economic motives for such mobilization’[16,17]
Χ. Islamic view of organizational Conflict
Islam is the religion of peace and it guides its believers in
every aspects of life by various mean. Conflict is an
inevitable phenomenon. Islam concedes that conflict does
occur in every phase or stage of human life and it also
suffuse human relations or communications in different
ways at different levels. Allah says that:
“Then did Satan make them slip from the (garden), and get
them out of the state (of felicity) in which they had been.
We said: "Get ye down, all (ye people), from the Garden
with enmity one to another. On earth will be your dwelling-
place and your means of livelihood - for a time."
(Al-Baqara, Chapter #2, Verse #36)
The above verses proved that Allah indicated and warned
mankind in advance about the existence of conflict which
they will experience on earth.
Islam declares that source of conflict resides inside human
being and every human faces occasionally an internal
conflict between the inherent intention of good & kindness
& the inborn urges of evil & cruelty but there are some
other factors that are also involve in creating conflicts. The
Holy Quran often focuses on Satan or the relationship
between human and Satan, according to Quran Satan play a
key role in creating enmity and conflicts among humans.
Satan always hunts the ways to distract human from the
path of peace and humanity and urge them to fight with
each other. Allah says in Holy Quran:
“Satan's plan is (but) to excite enmity and hatred between
you, with intoxicants and gambling, and hinder you from
the remembrance of Allah, and from prayer: will ye not then
abstain? “(Al-Maeda, Chapter #5, Verse #91)
Another place Allay declared in Holy Quran:
“Satan makes them promises, and creates in them false
desires; but Satan’s promises are nothing but deception.”
(An-Nisa, Chapter #4, Verse #120)
Although Satan is the biggest enemy of mankind but in
Quran Allah clears that the satanic suggestion and plans are
applicable only in that situation when man himself has the
will & the voluntary consent. Thus, Quran deny that the
Satan has any invincible or compelling power or authority
over the human, the Quran has manifestly confirmed the
human origin of the man. Allah says:
“And say to My slaves (i.e. the true believers of Islamic
Monotheism) that they should (only) say those words that
are the best. (Because) Shaitan (Satan) verily, sows a state
of conflict and disagreements among them. Surely, Shaitan
(Satan) is to man a plain enemy. “
(Al-Isra, Chapter #17, Verse #53)
Islam recognizes that conflict is a significant part of
organization and each organization has to face conflict
somehow or other at different phases because when people
communicate and work together they will definitely have
disagreements, disputes due to misunderstanding and
conflicting working styles or views ; these conflicts do
effect organization performance and emphasis to reduce
organization performance however, few conflicts are
necessary to keep organization alive and progressing in
market to compete with other organization. Allah says in
holy Quran:
“And if your Lord had so willed, He could surely have
made mankind one Ummah [nation or community
(following one religion i.e. Islam)] but they will not cease to
disagree.
(Hud, Chapter #11, Verse #118)
These verses proved that Allah deliberately create
differences among mankind so that they may think and
solve problem in a creative way. However, it does not
mean that human can behave according to their own accord
as Islam provides guidelines and rules to its followers.
Conflict that exits in organization can be of different types
or forms. The Holy Quran has different stories of different
prophets that confirm that conflict is of assorted nature. It
can be of many forms, involve many parties & have various
causes or sources. The dominant or direct cause may be
religious (as in story of Adam’s two sons)[18], social/family
(story of Josef &his brothers)[19], political (story of Talut
&Goliath)[20].Islam states all forms & levels of the conflict
even cover psychological forms. Allah says in Quran:
“O ye who believe! stand out firmly for Allah, as witnesses
to fair dealing, and let not the hatred of others to you make
you swerve to wrong and depart from justice. Be just: that is
next to piety: and fear Allah. For Allah is well-acquainted

with all that ye do.
(Al-Maeda, Chapter #5, Verse #8)
Allah also stated that fight should be only for Allah and for
good causes and if anyone fight or create conflict for his
personal consent he is in trouble and will receive Allah’s
anger.
“Fight in the cause of Allah those who fight you, but do not
transgress limits; for Allah loveth not transgressors.
( Al-Baqara, Chapter #2, Verse #190).
In an Organization many people work together so it’s an
obvious thing to have a conflict some time while
performance measurement of employees and Islam also
second this thing also justify the role manager or leader who
assess the performance has a important role in this regard
and for this purpose Allah state in Holy Quran
“so whoever determines the performance of the pilgrimage
therein, there shall be no intercourse nor fornication nor
Quarrelling amongst one another; and whatever good you
do, Allah knows it; and make provision, for surely the
provision is the guarding of oneself, and be careful (of your
duty) to Me, O men of understanding.”
(Al-Baqara, Chapter #2, Verse #197)
Allah also declared that the person who is in authority
whether in organization or in any filed will have to face
strong condemnation and criticism from subordinates so in
this regard Allah said in Holy Quran:
“O you who believe! Obey Allah and obey the Apostle and
those in authority from among you; then if you Quarrel
about anything, refer it to Allah and the Apostle, if you
believe in Allah and the last day; this is better and very
good in the end.
(An-Nisa, Chapter #4, Verse #59)
VI. PROCESS OF CONFLICT MANAGEMENT &
RESOLUTION
Islam being the complete solution of life has encouraged
Muslims for unity and brotherhood [22]. As a yardstick and
criterion in our lives, Islam has given us a clear definition of
unity and brotherhood and how it can be realized managed
and implemented. The Aqeedah of the Muslims are defined
by this unity factor. [23] Islam believes in unity of Muslims
irrespective of their race, nationality, and other factors
which are irrelevant when it comes to bonding on an
ideological creed.
“The Mu’minoon are but a single Brotherhood.” (The Holy
Qur’an, 49:10)
"A Muslim is the brother of another Muslim. He does not
oppress him, nor does he leave him at the mercy of others."
(Sahih Muslim Book 032, Number 6219)
Keeping this unity and brotherhood in mind, Islam suggests
us possible ways which will enable us to control or
minimize unnecessary conflicts in our organizations. The
process of conflict management can be generally divided
into 4 stages which are explained below. [24]
A. Stating the conflicting view
First important thing is to state that the conflict exists. The
nature of conflict, the reason and the resources that are
involved in the conflict needs to be stated so that we can
easily identify what is at stake and how can be solve it
easily in minimal time and effort. Most of the time people
are acting on what they hear from others and what they see
without investigating into the real scenario. Quran has
forbidden us to do so. It has been clearly stated in Quran not
to believe on things that you are not sure about and you
have no knowledge of. Quran says:
“And pursue not that of which you have no knowledge; for
every act of hearing or of seeing of (feeling in) the heart
will be inquired into (on the Day of Reckoning)” [al-Isra
17:36]
Also “But they have no knowledge, therein, they follow
nothing but conjecture; and conjecture avails nothing
against truth” [al-Najam 53:22]
Also “ O you who believe! Avoid much suspicion, for some
suspicions are a sin” Qur'an, [49:12]
B. Agreeing that a conflict exist
All the parties involved in the conflict should agree that
they are facing the conflict and are part of this process. The
denial of this can cause hindrance in the ways of solving the
conflict as the people who are not mentally ready to accept
the conflict are the one who are least bothered about getting
the conflict resolved. While dealing with conflicts some
people remain in the state of denial because they believe
that if they accept that they are the part of conflict or the
reason for conflict then they might be panellized, which is
not true if we consider the Islamic teachings of life. Things
to consider are that first of all making of mistakes are part
of human nature and no one is free of mistakes or
forgetfulness or sins. By His mercy towards weak man,
Allah has opened the gate of repentance, and has
commanded him to turn to Him, every time sin overwhelms
him [23]
“And all of you beg Allaah to forgive you all, O believers,
that you may be successful” [al-Noor 24:31]
“O you who believe! Turn to Allaah with sincere
repentance!” [al-Tahreem 66:8]
“Will they not turn with repentance to Allaah and ask His
forgiveness? For Allaah is Oft-Forgiving, Most Merciful”
[al-Maa'idah 5:74]
So to summarize one should accept that he is part of the
conflict process even if he thinks that he is at mistake or
accepting this can cause him trouble as Allah has defined a
pattern of life that always has a margin for the people who
seek forgiveness.

C. Learning the differences
The next important step after identification of the people
and the stating of the conflict are listening and learning the
differences. Most of the times the parties involve hear with
no intension to actually solve the problem. They are ruled
by their ego that things to get worst at the end of the conflict
resolution process. Egoistic thinking has been forbidden in
Islam [24] as it has been mentioned in the Holy Quran:
"So enter the gates of Hell to dwell therein. Indeed evil is
the abode of the proud.” [An-Nahl (16):29]
"Pride is dissatisfaction with the truth, and belittling the
people." [Muslim]
So the first step is to listen to everyone and listen with
patience. Understand what your differences and problems
are. This activity can be conducted under the supervision of
a manager or supervisor but its better that people at
individual levels should cooperate and come forward to
form a trust building relationship where they start to believe
on what other people are referring to so that it can help in
the process of solving the conflict.
The Prophet Muhammad (peace be upon him) said “(God)
has revealed to me that you should adopt humility so that no
one oppresses another.” [Riyadh-us-Salaheen:1589]
The Prophet Muhammad (peace be upon him) said “Avoid
jealousy, for it destroys good deeds as fire destroys wood.”
[Riyadh-us-Salaheen:1569]
∆. Solving existed conflict
1. Providing Expert Opinion
On many occasions it happens that the resources that are
facing the conflict doesn't have complete knowledge of the
situation or to judge what is right for them and what not. In
such situations the decision of these people can further
complicate the situation. The best possible solution in this
scenario is to bring up a manager, a supervisor or any third
person to help these resources. The important aspects to
make sure while selecting a supervisor are as following:[25]
• Should have all the information regarding the
conflict and the participants.
• Should be a neutral person. Biasness can cause a
wrong decision that can effect the organization and
their important resources can eventually burnout.
• Should have knowledge and preferably experience
of how to deal with these kinds of conflicts
including the Islamic prospective.
• Aware of all the organizations rules and policies.
This person is supposed to consider all factors, make a
decision and discuss with the resources in a manner that is
agreeable to all. Privacy concerns should be noted during
this phase. Convincing all resources regarding the expert’s
judgment is important to settle the conflict. Islam has also
mentioned the important of listening to people whom are
charged with authority amongst you. As it is mentioned in
the Quran:
“Verily! Allah commands that you should render back
the trusts to those to whom they are due.” [al-Nisa' 4:58]
2. Negotiation
Negotiation is the process in which the conflicting resources
try to talk their conflict out. And hence an agreement is
made between them which is made considering the
betterment of individuals and organization on the whole.
Allah says in the Quran:
“If ye fear a breach between them twain, Appoint two
arbiters, one from his family and the other from hers; if they
wish for reconciliation, Allah will cause their reconciliation:
For Allah hath full knowledge, and is acquainted will all
things” [al-Nisa 4:35]
The result of the negotiation can be either a win-win
situation or a win-lose situation. Win-win situation is
unrealistic in most of the cases. And win-lose situations are
mostly not acceptable by all. But the the resources should
try to find a situation that doesn't fully effect just one of the
party and would be in the benefit of the organization as the
whole as well.
Some things to consider while doing the negotiations
process in light of Islamic teachings are [25]:
• Avoid the doubtful as doubt create nothing but
conflict.
The Prophet Muhammad (peace be upon him) said “That
which is lawful is clear, and that which is unlawful is also
quite clear. Between these two is that which is ambiguous,
which most people do not know. One who avoids the
doubtful safeguards his faith and his honor.”
[Riyadh-us-Salaheen, Hadith 588.]
• Learn to forgive others.
The Prophet Muhammad (s) said: ““It is better for a leader
to make a mistake in forgiving than to make a mistake in
punishing.”[Al-Tirmidhi, Hadith 1011.]
The Prophet Muhammad (s) said: “Whoever is offered an
apology from a fellow Muslim should accept it unless he
knows that the person apologizing is being dishonest.”
[Mishkat al Tabrizi, Vol 3, Hadith no. 5052.]
• Be generous and merciful where required
1. The Prophet Muhammad (s) said: “Indeed, an
ignorant man who is generous is dearer to God
than a worshipper who is miserly.”

2. The Prophet Muhammad (s) said: “Allah will
not be merciful to those who are not merciful
to people.”
• Be Honest and speak the truth
“An adulterer will not commit adultery when he has full
faith (in Allah), and a thief will not steal when he has full
faith (in Allah)..”
A true action leads to the path of virtue and good deeds, and
virtue paves the way of a person to Paradise, and the said
person continues to speak the truth till in the sight of Allah
he is named Siddiq or Truthful. Lying leads to vice, and
vice leads to indecent acts and if a person goes on lying till
in the sight of Allah he is named a liar.
The Prophet (s) as reported by Abdullah Ibn Mas’ud (r) in
Bukhari and Muslim.
• Show patience and moderation
“Be patient (in adversity); for, verily, God will not let the
reward of the righteous be wasted.“
[The Holy Quran, Chapter 11, Verse 115]
Make things easy and convenient and don’t make them
harsh and difficult. Give cheer and glad tidings and do not
create hatred.[Prophet Muhammad (s) in Riyadh us-
Saleheen, Volume 1:637.]
• Show humanity and Ihsan (Excellence)
“The (true) servants of (God) the Most Gracious are those
who walk on the earth in humility, and when the ignorant
address them, replies with (words of) peace.”
[The Holy Quran, 25:63.]
Allah loves, when one of you is doing something, that he
[or she] does it in the most excellent manner.
Muhammad (p) cited in Al-Qaradawi, Yusuf, Dawr Al-
Qiyam Wal-Akhlaaq Fi Al-Iqtisaad Al-Islaami. Maktabat
Wahbah, 1995.
3. Arbitration
As the communication gap between then resources increase
the need for arbitration increases and any further delay in
this process can worsen the conflict. The validity of
arbitration has been recognised by the four sources of
Sharia; the Koran; Sunna (the acts and sayings of the
Prophet Mohamed (peace be upon him)); Idjma’
(consensus of opinion) and Qiyas (reasoning by analogy).
[26] However, there was a debate between classical
Muslim jurists over the concept of arbitration.[26]
According to one view, arbitration is a form of conciliation,
close to ‘amiable composition’, which is not binding on the
parties.[27] Those favouring this view hold that the
arbitrator’s decision is neither binding nor final, unless it is
accepted by the parties. Thus arbitration dose not have any
jurisdictional nature, but close to conciliation. Proponents
of this view supported their view by the following verse
form the Quran:
“If you fear a breach between them twain (the man and his
wife), appoint (two) arbitrators, one from his family and the
other from her's; if they both wish for peace, Allâh will
cause their reconciliation. Indeed Allâh is Ever All
Knower, Well Acquainted with all things”[4: 35]
The second view is that Sharia knew arbitration in its
modern sense. This view is based on the following verse
from the Quran:
Verily! Allaah commands that you should render back the
trusts to those to whom they are due, and when ye judge
between people, that ye judge with justice: verily how
excellent is the teaching which He given you. For Allah is
He who heareth and seeth all things” [al-Nisa 4:58]
To them if one is authorized to judge, one is authorized to
make judgements with a binding decision. [28]
In organizations the arbitration can takes many forms. It
can be handled by a neutral manager, a commitment
created by the organization to resolve conflicts and or the
official authority, again the arbitrator should have the
knowledge of the conflict; the resources involved the
regulations of the organization and the Islamic prospective
regarding the conflict resolution process.[29]
Arbitration should be done by keeping in mind the
organization prospective and reputation plus the
motivational interest of the employees. As human beings
are the most important assets of an organization in
organization behavior and management and their retention
have been an important subject of study in every context of
a successful organization.[29] Losing them can cause
serious damage to the organization's repute, projects and
clients. Bad decisions can not just cause an important
employee to lose eventually but also create a negative
impact in the mind of the rest of the employees regarding
the policies of the organization. So the decision should be
made considering in mind all such factors but more
importantly the Islamic prospective of judging other justly
and fairly should be kept in mind all the time
“if you do judge, judge between them justly. Allah loves the
just.” (Surat al-Maida, 42)
You who believe! be upholders of justice, bearing witness
for Allah alone, even against yourselves or your parents and
relatives. Whether they are rich or poor, Allah is well able
to look after them. Do not follow your own desires and
deviate from the truth. If you twist or turn away, Allah is
aware of what you do. (Surat an-Nisa’, 135)
We sent Our Messengers with the Clear Signs and sent
down the Book and the Balance with them so that mankind
might establish justice. (Surat al-Hadid, 25)
Even when it comes to Islamic perspective Islam teaching
us to be fair and balance when it comes to justice. [30]
Muslims are also ordered to firmly stop this transgression.

Once its stopped, they need to re-conciliate the two parties.
Allah said:
“but if one transgresses beyond bonds against the order then
fight ye against the one that transgresses until it complies
with the command of Allah, and if complies, then make
peace between them with justice, and be fair for Allah loves
those who are fair” [al-Hujrat 49:9]
VII. EFFECT OF CONFLICT ON JOB PERFORMANCE
The below diagram depicts relationship between the level of
conflict and effect on job performance in any organization
[31]. In this diagram point A is starting level and point C is
ending level of conflict. At point A the conflict is low on
the other hand at point C the conflict is very high and
overall on both Points (A and C) performance is suffered
because too little conflict and too much conflict causes
issues in team and organization and hence in result
performance is suffered. At point B the level of conflict is
optimum and it is the most favourable point where there is a
high level of organizational performance and the medium
level of conflict because at this point the conflict is not too
low and not too high and optimum level of conflicts leads to
effective decision making and high performance.
VIII. PROCESS OF CONFLICT MANAGEMENT &
RESOLUTION
Robert Bacal, M.A. in his book “Conflict Prevention in the
workplace” [32] defined 4 main reasons why conflicts are
not prevented efficiently in organization. We will discuss
these 4 reasons according to Islamic prospective.
11 Non Action: Doing nothing is an ugly way to avoid
conflict. Most of the time people “do nothing” about
conflict situation for some reasons like fearing of
bringing it out, or fear of discomfort associated with
anger. But this is an ugly way to prevent conflict as it
will appear soon. So as long as the organization believes
“we don't have conflict here” the issues underlying
conflict can’t be solved hence causing conflict.
Islam also give importance to “doing something. Putting
effort regarding issues that an organization faces is of
vital importance. As long as you avoid the problem they
accumulate and form a bigger issue. Islam teaches us to
put effort on our part solve issues. As it says in the Quran
“Indeed Allah will not change the condition of people,
until they change what is in themselves [13:11]
11 Administrative Orbiting: It means keeping appeals for
change or redress always “under consideration”. The
managers keep saying “we are dealing with the problem”
but the problem never get addressed.
Islam advice the managers and leaders to listen to their
sub ordinates, their problem and act wisely to solve their
issues. That is a duty of a true leader in Islam. Leadership
is about teamwork because leaders cannot accomplish
anything without their followers (and of course Allah’s
help)[33]. Three things are required
• Asking the people to help him dignifies the people
by making them a partner in solving the problem.
• It gives them a stake the success of the solution.
• It also gives them a sense of responsibility for
owning and maintaining the solution they have
arrived at.
“So by the Grace of Allah, [O Muhammad], you were soft
and gentle with them. And if you had been rude [in
speech] and harsh in heart, they would have disbanded
from about you. So pardon them and seek protection for
them and consult them in the matter. And when you have
decided, then rely upon Allah. Indeed, Allah loves those
who rely [upon Him].” [3:159]
“…And (the believers conduct) their affairs by mutual
consultation…” [42:38]
11 Secrecy: A common mean of avoiding conflict (or
repressing it) is to be secretive. This can be done by
employees and managers. The notion is that if nobody
knows what you are doing, there will be little conflict.
But this is absurdity. Because this just means you are
delaying conflict. When ground realities will come to the
surface it will have far more emotions attached to it than
would have been the case if things were more open.
Secrecy has a great deal of importance in Islam. It can be
divided into two parts. First is keeping someone's secret.
[34] Its important to keep someone's secret if they asked
you to do so or if that can affect them in a bad manner.

“He who does not expose a Muslim, Allah will not expose
him in this world and in the Hereafter” (Bukhari
andMuslim)
But more the most important thing is the phenomena of
honesty, telling the truth and not hiding under lying facts is
also very important in Islam if that can affect other people.
A true Muslim must have both traits of honesty and
truth[35]. Both the Quran and hadith has emphasized on
being honest and truthful in all the matters of life:
“O you who believe! Fear God, and be with those who are
true (in word and deeds).” (Quran 9:119)
“Truthfulness leads to righteousness, and righteousness
leads to Paradise. In addition, a man keeps on telling the
truth until he becomes a truthful person. Falsehood leads to
wickedness and evil-doing, and wickedness leads to the
(Hell) Fire, and a man may keep on telling lies till he is
written before God, as a liar”. (Saheeh Al-Bukhari)
“Honesty descended from the Heavens and settled in the
roots of the hearts of men (faithful believers), and then the
Quran was revealed and the people read the Quran, (and
learnt it from it) and also learnt from the sayings and
traditions. Both the Quran and the traditions strengthened
their honesty. (Saheeh Al-Bukhari)
11 Law and Order: Managers try to suppress employees by
using law and order, regulations, and power, by using the
approach “lean on” people to repress the outward
manifestations of conflict. Of course it doesn't make
conflict go away. It just sent it to the underground where
is many grow and comes out more dangerously.
Islam has emphasized on the use of law and order as
defined in Quran and Sunnah. Quran and Sunnah have
defined a complete pattern of maintaining law and order
from the state level to every sphere of life. Whereas Islam
has advised us to follow our leaders and those charged
with authority amongst us it has also advised the leaders
to use this authority justly.
"Shall I seek other than God as a source of law, when He
has revealed to you this book (the Quran) fully detailed
[6:114]
"Had God willed, they would not have committed Shirk.
We did not appoint you as a guardian over them, nor are
you a trustee over them.[6:107]
Any man-made religious "fatwa" is in violation of God's
exclusive right as the Only Law Maker. [36]
A. Techniques of Self Conflict Prevention:
Following are the techniques of self-conflict prevention.
[35, 36]
• Cooperative Communication
The idea behind cooperative communication is that there
are certain ways of expressing ourselves that encourages
people to listen, hear, and work with us in cooperative way.
Cooperative communication helps people see us on the
same side as they are. [35]
Islam also teaches us to communication with others in a
way that is soft and effective to win hearts.
Allah describes the time when Luqman advised his son on
how he should behave with people:
"Go at a moderate pace and lower your voice, for the
ugliest of all voices is the braying of donkeys" [31:19]
The other occasions the root word "‫غض‬ (to lower/reduce)"
has been used in the Qur'an are as follows:
"It is those who lower their voices in the presence of Allah's
messenger and whose hearts Allah has proved to be aware -
they will have forgiveness and a great reward" [49:3]
• Good Character (Husne Khalq)
With a good character one can always avoid all kinds of
conflict in organization. At individual level the employee
should try to maintain a good character should which not
just be at the personal level but also at the level of his
colleagues and to benefit the organization. If all of the
people in organization follow this trend the organization
will have less conflicts and even if there are some issues
that can be solved internally with mutual understanding.
We were sitting with 'Abdullah bin 'Amr who was narrating
to us (Hadith). He said that the Messenger of Allah (saws)
said: 'The best among you are the best in character (having
good manners). [Sahih Al-Bukhari Hadith 8.61 Narrated by
Masruq]
Yahya related from Malik that he had heard that the
Messenger of Allah (saws) said: "I was sent to perfect good
character. [Al-Muwatta Hadith 47.8]
• Respect Humanity (Ihtarame Insaniyat)
Islam has taught us to respect humanity, that is the key for a
peaceful environment at all level of the world. Indeed We
have honored the Descendants of Adam and transported
them over land and sea, and gave them good things as
sustenance, and made them better than most of Our
creation. [17:70]

“And [mention, O Muhammad], when your Lord said to the
angels, "Indeed, I will make upon the earth a successive
authority." They said, "Will You place upon it one who
causes corruption therein and sheds blood, while we declare
Your praise and sanctify You" Allah said, "Indeed, I know
that which you do not know." [2:30]
• Atmosphere of Coordination (Khairkuwahana Fiza)
The usual atmosphere of the organization should be based
on coordination, cooperation, sacrifice, support, mutual
understanding, and brotherhood. Whenever they should
meet they should say Salam. Cruelty, backbiting, fraud, ill
naming, jealousy, envy, curiosity, accusation, insult and all
such negative things should be avoided when people are
working in a workspace. [37]
O you who have believed, avoid much [negative]
assumption. Indeed, some assumption is sin. And do not spy
or backbite each other. Would one of you like to eat the
flesh of his brother when dead? You would detest it. And
fear Allah; indeed, Allah is Accepting of repentance and
Merciful. [49:12]
And cooperate in righteousness and piety, but do not
cooperate in sin and aggression. And fear Allah ; indeed,
Allah is severe in penalty. [5:2]
• Brotherhood (Bhai Chara)
All Muslims are brothers to one another. They should want
the same for his brother what he wants for himself. [38] If
everyone in an organization thinks this way there will be
lesser conflicts and a better environment in the organization.
And hold firmly to the rope of Allah all together and do not
become divided. [3:103]
• Equality (Masawat):
All people should be considered equal in humanity [38]. No
one should be looked down upon. If such a thinking is
encouraged in an organization then people at high post will
not blame or insult their subordinates that encouraging a
healthy environment which reduces conflict in the
organization. As it’s mentioned in Quran
“O mankind, indeed we have created you from male and
female and made you peoples and tribes that you may know
one another. Indeed, the most noble of you in the sight of
Allah is the most righteous of you. Indeed, Allah is
Knowing and Acquainted.” [49:13]
“O mankind, fear your Lord, who created you from one soul
and created from it its mate and dispersed from both of
them many men and women. And fear Allah, through whom
you ask one another, and the wombs. Indeed Allah is ever,
over you, an Observer. “[4:1]
B. Conflict Prevention Teaching as a Peace Education
Curriculum. [39]
It is time for a comprehensive Islamic peace education
curriculum, a non-biased, human rights–based education.
Private and public secondary schools, technical colleges and
universities, and seminaries need to institute peace and
conflict-resolution studies programs, where students can
acquire essential conceptual and theoretical conflict-
resolution knowledge. A vigorous peace education
curriculum will allow students to study and also practice the
art of applying conflict resolution theory to their own lives
and communities.
C. Treating non-Muslims in organization avoiding conflicts
Non-Muslims are taught to be treated in a good manner in
an Islamic community. Our Prophet (P.B.U.H.) has always
kept good relationship with non-Muslims where ever he go.
When we examine the relations of the Prophet Muhammad
(P.B.U.H.) with the people of the Book during the first
years of Islam, we see that he co-operated with Christians.
When Muslims were subjected to cruelty by pagans in
Mecca, the Prophet Muhammad (P.B.U.H.) told them to
migrate to Ethiopia, a place where Christians lived at that
time. King Negus, the Christian ruler of that country,
accepted the migrant Muslims and protected them against
oppression. [40]
The tolerant attitude adopted by the Prophet Muhammad
(P.B.U.H.) towards Jewish communities also sets a good
example for all believers. During the period of the
Constitution of Medina, the Prophet Muhammad (P.B.U.H.)
treated Jews kindly and tolerantly. He encouraged that there
be co-operation, counselling and goodness between
Muslims and Jews. Indeed, this was put into practice in
daily life. This just and tolerant attitude of the Prophet
(P.B.U.H.) surely applied to all people from all religions
and races. Despite treachery, attacks and plots, the Prophet
(P.B.U.H.) always forgave the perpetrators in compliance
with the verse “those who pardon other people” [3:134].
And as the verse suggests, “Call to the way of your Lord
with wisdom and kindly instruction, and discuss (things)
with them in the politest manner.” [16:125], he always
summoned people to Islam with gracious advice. [40]
To sum it up, following the footstep of our Prophet
(P.B.U.H.) the non-Muslims should be cooperated in
organization. And Muslims should maintain a friendly

environment with them and should not abuse them for being
a non-Muslim.
IX. CONCLUSION
Conflict in an organization is a natural process which is
likely to occur in an organization because organization is a
place where people from diversified background,
knowledge and personalities meet and work together. The
important thing is how well conflicts are managed. The
management of conflict lies in the hand of the
organizational management and the employees itself. The
management should try to introduce conflict prevention in
the culture and roots of the organization so that it is avoided
in the first place. Even still if conflicts occur then
management of conflict should be done considering the
processes mentioned in the term paper. Islam has a
complete definition of life and Islamic rules are defined in
the light of Quran and Sunnah. If the managers and the
employees consider the Islamic perspective of teaching and
exercise in their daily work life then all kinds of
organizational conflicts are less likely to occur and easier to
solve without effecting the performance of employees. This
will not only enhance the work performance of the staff
members but will also help the organization to run
effectively and efficiently to achieve its goals and
objectives.
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[20] Holy Quran ; Al-Baqara
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[27] Abdul Hamid El-Ahdab, Arbitration With the Arab
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[33] http://theislamicworkplace.com/2007/11/24/leadership-
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[34] http://www.hujra.net/index.php?topic=3931.0
[35] http://www.religionforums.org/Thread-Honesty-and-
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[36] http://www.quran-
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[37] Islam ka Nizam e Hayat, Doctor Liaqat Ali Khan Niazi
[38] Islami Nazriya e Hayat, Khursheed Ahmad
[39] http://www.silent-heroes.net/home/?q=node/245&page=0,1

[40] http://carefronting.org/48-2/

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