7. Manager Intervention

Question 1

Several kinds of errors for thirty-party manager intervention

Answer 1

1) Intervene unnecessarily
2) Inappropriate intervention
3) Avoid acting when intervention is necessary

Question 2

In the interest of effectiveness and efficiency

Answer 2

The manager should invest no more (and no less) time and energy in conflict management than is necessary and appropriate.

Question 3

Steps when confronted with conflict:

Answer 3

1) Is intervention necessary?
2) Appropriate type of intervention?
3) Is the manager the right person to intervene?
4) Use of an independent resource person?

Question 4

Content Issues

Answer 4

Include such substantive concerns as incompatible goals and priorities, differences about appropriate means to achieve ends, and the sharing of scarce resources

Question 5

Emotional Issues

Answer 5

Involve feelings such as anger, frustration, or hurt that often arise from normative expectations and judgments about the other person’s behavior

Question 6

Intervention approaches

Answer 6

1) Non-intervention
2) Providing impetus
3) Autocratic
4) Arbitration
5) Facilitating bargaining
6) Collaborative problem solving

Question 7

Non-intervention

Answer 7

The conflict is neither important nor urgent, and the protagonists are capable of resolving it themselves

Question 8

Providing impetus

Answer 8

Low level of control (on process and final outcome), low degree of emphasis (on content issues and emotional issues)

Question 9

Autocratic

Answer 9

Impacts are major, resolution is urgent, and the protagonists are incapable of dealing with the conflict

Question 10

Arbitration

Answer 10

Centered on content issues rather than emotional issues

Question 11

Facilitating bargaining

Answer 11

Helps the disputants to identify their content concerns and to use a bargaining process in order to find mutually satisfactory compromises

Question 12

Collaborative problem-solving

Answer 12

It combines a high level of emphasis on both content and emotional issues

Question 13

Approaches based on little or no control over either the outcome or the process

Answer 13

1) Non-intervention

2) Providing impetus

Question 14

Approaches based on high outcome control and high process control

Answer 14

3) Autocratic

4) Arbitration

Question 15

Approaches based on high process control and low outcome control

Answer 15

5) Facilitating bargaining

6) Collaborative problem-solving

Question 16

Key variables

Answer 16

1) Importance

2) Urgency of the impacts

Question 17

In terms of:

Answer 17

1) Abilities to resolve conflicts

2) Motivation to resolve it and implement the appropriate solutions