ch 10 conflict and negotiations Flashcards
conflict
a process that involves people disagreeing
loci of conflict
intrapersonal conflict
interpersonal conflict
intergroup conflict
intrapersonal conflict
arises within a person
interpersonal conflict
among individuals such as coworkers, a manger and an employee, or CEOs and their staff
intergroup conflict
conflict that takes place among different groups
- different departments or divisions in a company, and employee union and management, or competing companies that supply the same customers
6 common causes of conflict
- organizational structure
- limited resources
- task interdependence
- incompatible goals
- personality differences
- communication problems
positive outcomes of conflict
- consideration of a broader range of ideas, resulting in a better, stronger idea
- surfacing of assumptions that may be inaccurate
- increased participation and creativity
- clarification of individual views that build learning
negative outcomes of conflict
- increased stress and anxiety among individuals, which decreases productivity and satisfaction
- feelings of being defeated and demeaned, which lowers individuals’ morale and may increase turnover
- a climate of mistrust, which hinders the teamwork and cooperation necessary to get work done
conflict management
resolving disagreements effectively
ways to manage conflict
- change the structure
- change the composition of the team
- create a common opposing force
- consider majority rule
- problem solve
conflict-handling styles
- avoidance
- accommodation
- compromise
- collaboration
- competition
avoidance
uncooperative and unassertive
seek to avoid conflict altogether by denying that it is there
accommodating
cooperative and unassertive
gives in to what the other side wants, even if it means giving up one’s personal goals
compromise
middle-ground
have some desire to express their own concerns and get their wat but still respect the other person’s goals
competition
want to reach their goal or get their solution adopted regardless of what others say or how they feel
collaborating
high assertiveness and cooperation
use for achieving the best outcome for conflict
both sides argue for their position, supporting it with facts and rationale while listening attentively to the other side
negotiation
a process whereby two or more parties work toward an agreement
five phases of negotiation
- investigation
- determine your BATNA
- presentation
- bargaining
- closure
investigation
info gathering stage
- what are your goals for the negotiation
- what do you want to achieve
- what would you concede/absolutely not concede
determine you BATNA
best alternative to a negotiated agreement
presentation
assemble the info gathered in a way that supports your position
bargaining
each party discusses their goals and seeks to get an agreement
concessions - giving up one thing to get something else in return
closure
you and the other part have either come to an agreement on the terms, or one party has decided that the final offer is unacceptable and therefore must be walked away from
negotiation strategies
distributive approach
integrative approach
distributive approach
traditional fixed-pie approach
each tries to get more of the pie and ‘win’
integrative approach
both parties look for ways to integrate their goals under a larger umbrella
looks for ways to expand the pie, so that each party gets more
avoiding common mistakes in negotiations
- failing to negotiate/accepting the first offer
- letting your ego get in the way
- having unrealistic expectations
- getting overly emotional
- letting past negative outcomes affect the present ones
alternative dispute resolution (ADR)
mediation, arbitration, and other ways of resolving conflicts with the help of a specially trained, neutral third part without the need for a formal trial or hearing
mediation
an outside third part (the mediator) enters the situation with the goal of assisting the parties in reaching an agreement
the mediator can facilitate, suggest, and recommend. Works with both parties to reach a solution but does not represent either side, rather help the parties share feelings, air and verify facts, exchange perceptions, and work toward agreements
arbitration
parties submit the dispute to the third-party arbitrator
arbitrator makes the final decision - award that is made is writing and are binding to the parties involved in the case
types of conflict
- task
- relationship
- process
collectivist cultures
- relationship preservation and peace
- compromise of avoidance
- promote good of group
individualistic cultures
- confront difference directly and openly
- competing tactics
