Behavioral Competencies: Interpersonal

Question 1

Types of conflict

Answer 1

Relationship Management
- Task-related intergroup conflicts (cognitive, typically over goal definition or how work should be performed)
- Relationship-related intergroup conflicts (emotional, stemming from differences in values or style)
- Inter- and intra-organizational conflict: intergroup intervention should be sought using one of these strategies:
- Find common enemy
- Joint activities
- Rotating mentorship
- Conflict resolution meetings

Question 2

Conflict management methods

Answer 2

Relationship Management
- Functional conflict can result in better problem-solving and more innovation
- Dysfunctional conflict resulting from personal differences needs to be minimized, always counterproductive
- All employees should do conflict management training
- HR should create a resolution policy

Question 3

Conflict resolution styles

Answer 3

Relationship Management
- Avoidance
- Competition (whoever has most clout determines resolution method)
- Cooperation
- Conciliation (one party attempts to gain favor with the other)

Question 4

Conflict resolution techniques

Answer 4

Relationship Management
- Accommodate (one party decides to give in to other)
- Avoid
- Collaborate

Question 5

Negotiation tactics, strategies, and styles

Answer 5

Relationship Management
- Perspective taking
- Principled bargainer (views negotiations as fluid, exploratory conversations, guided by principles - sees all parties as problem-solvers instead of adversaries)
- Interest-based bargaining (used by principled bargainers to establish win-win deal)
- Auction (can be good when decision needs to be made quickly and will be solely based on price)

Question 6

Relationship building

Answer 6

Relationship Management
- Connecting with others to find shared interests or goals
- Fostering sense of community
- Supporting others to solve problems or achieve goals

Question 7

Elements of communication

Answer 7

Relationship Management
- Source or sender: chooses, creates, and encodes message, transmits through a channel
- Receiver: decodes and interprets the message
- Messages often pass through noise barriers such as environmental sounds, people speaking, traffic, etc.
- Feedback: allows model to be interchangeable

Question 8

General communication techniques

Answer 8

Relationship Management
- Planning communications (eliminate barriers, focus on nonverbal signals to ensure they coincide with the mood, and allow for feedback)
- Active listening

Question 9

Communication techniques for specialized situations

Answer 9

Relationship Management
- Giving feedback (should be based on facts and timely, consistent, and positive
- Facilitating focus groups (used to investigate ideas, opinions, and concerns; generally 3-10 groups with 5-12 participants each)
- Facilitating staff meetings (invite all to share, focus on the group and outcomes, allow time for feedback)

Question 10

Cultural intelligence

Answer 10

Relationship Management
- Motivational drives (personal interest and confidence in situation)
- Knowledge and attitude (learning and accepting(
- Cognitive or strategic thinking (awareness and ability to plan)
- Behavioral actions (talent for relating/working with different backgrounds)

Question 11

Hall Model of Organizational Culture

Answer 11

Relationship Management: Cultural Norms, Values, and Dimensions
- Edward T. Hall
- Separates cultural relationships into 2 classes:
1. High-contrast (tend to last longer, more defined patters, e.g. families, religious congregations)
2. Low-contrast (tend to be short-term and require more rules and structure, e.g. cafeteria line or airports)

Question 12

Hofstede Model of Cross-Cultural Differences

Answer 12

Relationship Management: Cultural Norms, Values, and Dimensions
6 values identified
1. Power distance (social acceptability, e.g. rich vs. poor)
2. Uncertainty avoidance
3. Individualism vs. collectivism
4. Masculinity vs. femininity
5. Long-term orientation vs. short-term normative orientation
6. Indulgence vs. restraint

Question 13

Schein’s Model of Organizational Culture

Answer 13

Relationship Management: Cultural Norms, Values, and Dimensions
- Edgar Schein, 1980s
- Culture rooted with CEO and developed over time
- Separates culture into 3 layers
1. Artifacts (most visible, e.g. mission, dress code, accepted behaviors)
2. Values and beliefs
3. Underlying assumptions