03 Effective Conflict Management

Question 1

Types of conflict

Answer 1

• Intrapersonal conflict
• Interpersonal conflict
• Intragroup conflict
• Intergroup conflict

Question 2

Dysfunctions of conflict

Answer 2

1. Competitive, win-lose goals
2. Misperception and bias
3. Emotionality
4. Decreased communication
5. Blurred issues (generalization)
6. Rigid commitments
7. Magnified differences, minimized similarities
8. Escalation of conflict

Question 3

Benefits of conflict

Answer 3

1. Makes organizational members more aware and able to cope with problems through discussions
2. Promise organizational change and adaption
3. Strengthens relationships and heightens morale
4. Promote awareness of self and others
5. Enhances personal development
6. Encourages psychological development - it helps people become more accurate and realistic in their self-appraisals
7. Can be stimulating and fun

Question 4

Conflict Diagnostic Model

Answer 4

Question 5

DCM - Yielding

Answer 5

• actors show little interest in whether they attain their own outcomes, but are quite interested in whether the other party attains their outcomes
• appropriate when preserving the relationship is the most important thing, if you want to obtain something later or if the topic is more important to the other party
• inappropriate when the other party is trying to take advantage of you, assumes a dominant posture or is not acting ethically, or if the problem is complex and serious

Question 6

DCM - Inaction

Answer 6

• actors show little interest in whether they attain own outcomes and little concern about whether the other party obtains their outcomes
• appropriate when the conflict is of little importance, the timing is not the best or when you need to cool down your ideas
• inappropriate when the conflict is important an will not go away (and probably escalate) or the problem needs an urgent solution

Question 7

DCM - Contending

Answer 7

• actors pursue their own outcomes strongly, show little concern for the other party obtaining their desired outcome
• appropriate when the conflict is important, the position of the other party is not acceptable, an unpopular solution is needed, there is a lack of time or the costs of accepting the other’s decision are too high
• inappropriate when the other party does not have power to express their concerns, the environment is participative, the issue is complex, both parties have identical power (it will either escalate or get to an impass) or a quick solution is not necessary

Question 8

DCM - Problem-solving

Answer 8

• actors show high concern in obtaining their own outcomes, as well as a high concern for the other party obtaining their outcomes
• appropriate when you have enough time, need a long-term solution, want to give the example, need creative solutions and both parties are willing to work it out together
• inappropriate when there isn’t enough time, commitment, or skills to solve the problem or when the conflict seems to be based on an opposite value system

Question 9

DCM - Compromising

Answer 9

• actors show moderate concern in obtaining own outcomes, as well as moderate concern for the other party obtaining their outcomes
• appropriate when both parties are better with a partial solution than competing, the problem is complex or the other party has more power
• inappropriate when the solution is too vague (and nobody will commit), the goals seem to be mutually exclusive, you do not expect consensus, you need a temporary solution or time is limited

Question 10

Non-western conflict styles

Answer 10

• avoidance is often misinterpreted in West African and East Asian cultures
• Harmony -> maintenance of intricate relationships and complexities in a networked society
• Hwang proposed a model based on interaction between harmony (ignore vs. maintain) and goal (discard vs. pursue)

Question 11

Common mistakes in conflict management

Answer 11

• lack of preparation
• excessive confidence
• early judgments
• ignores perspective of the other party
• not aware of BATNA’s

Question 12

Reasons not to negotiate

Answer 12

• you can lose everything
• you’re sold out
• demands are unethical
• you don’t care
• you don’t have time
• they act in bad faith
• waiting may improve your position
• you’re not prepared

Question 13

Subjective Value Inventory

Answer 13

• Feelings about the instrumental outcome
• Feelings about the relationship
• Feelings about the process
• Feelings about oneself