CH 10

Question 1

dysfunctional conflict

Answer 1

destructive conflict focused on emotions and differences between 2 parties

Question 2

constructive (functional) conflict

Answer 2

adaptive, positive conflict; balances the interests of both parties to maximize mutual gains and the attainment of mutual goals

Question 3

interpersonal differences

Answer 3

differences in motivation, aspirations or personality

Question 4

relationship conflict

Answer 4

conflict due to incompatibility or differences between indiv or grps

Question 5

conflicts of interest

Answer 5

conflict due to incompatible needs or competition over perceived or actual resource constraints

Question 6

values conflict

Answer 6

conflict arising from perceived or actual incompatibilities in belief systems

Question 7

information conflict

Answer 7

conflict that occurs when people lack necessary information, are misinformed, interpret information differently or disagree about which information is relevant

Question 8

structural conflict

Answer 8

structural or process features of org

Question 9

vertical conflict

Answer 9

occurs across different hierarchical lvls of org

Question 10

conflict escalation

Answer 10

when one party uses aggressive tactics

Question 11

Factors that increase the risk of coworker violence in org

Answer 11

supervising others, working in high stress env, personality conflicts, understaffed, economic downturns

Question 12

5 general interpersonal conflict management styles

Answer 12

accommodating, collaborating (both high concern for others), compromising (neutral), avoiding, and competing (both low concern)

Question 13

distributive negotiation

Answer 13

any gain to one party is offset by an equal loss to other party

Question 14

integrative negotiation

Answer 14

win-win, no loss to either party

Question 15

4 fundamental principles of integrative negotiation

Answer 15

1. separate relationship issues from substantive issues
2. focus on interests not positions > negotiate about things people need, not things they say they want
3. look for new solutions to the problem that allows both sides to win
4. insist on outside, objective fairness criteria

Question 16

conciliation negotiation

Answer 16

third party builds a positive relationship between the parties, improves their communication, and facilitates their discussion

Question 17

mediation negotiation

Answer 17

impartial third party (mediator) facilitates a discussion using persuasion and logic

Question 18

arbitration negotiation

Answer 18

third party who has the authority to impose a settlement on parties

Question 19

ombudsman negotiation

Answer 19

someone who investigates complaints and mediates fair settlements between aggrieved parties