ch.13 conflict and stress

Question 1

conflict def

Answer 1

A process that begins when one party perceives that another party has negatively impacted or is about to negatively affect something that the first party cares about

Question 2

causes of org. conflicts

Answer 2

1) group identification + intergroup bias : positive views of in group, negative views of outgroup
2) interdependance: when individuals subunits are mutually dependent on each other to accomplish their own goals => need for interaction (coordinate interests) , power over the other (easy to abuse)
3) differences in power/status/culture: giving order to higher status, clash in beliefs
4) ambiguity: ambiguous goals, jurisdiction, performance criteria…
5) scarce resource: limited budget…

Question 3

3 types of conflicts

Answer 3

relationship conflicts
task conflicts
process conflicts

Question 4

relationship conflict def

Answer 4

concerns tensions among individuals that have to do w/ their relationships per se
ex: personnality

Question 5

task conflicts def

Answer 5

concerns disagreements about the nature of the work to be done
ex: difference opinion on goals

Question 6

process conflicts def

Answer 6

disagreements about how work should be organized and accomplished
ex:conflict in responsability, authority…

Question 7

managing styles of conflicts

Answer 7

competing
avoiding
compromising
integrating/collaborating
accomodating

Question 8

avoiding style def

Answer 8

low assertiveness, low cooperation

Question 9

accommodating style def

Answer 9

cooperating w/ the other party’s wishes while not asserting your own

Question 10

competing style def

Answer 10

max. assertiveness for own position + minimxe cooperativeness responses

Question 11

compromise style def

Answer 11

combines intermediate assertiveness and cooperation

Question 12

collaborativeness style def

Answer 12

hope that integrative agreement occurs that fully satisfies the interest of both

• say yes: show respect, willingness to go along w/ new ideas
• need to follow the other’s person lead, avoid competing, commit
• contribute something: bring something to the table
• make the other looks good

Question 13

model of stress episode

Answer 13

learn graph

Question 14

stressors def

Answer 14

environmental events/conditions that have the potential to induce stress

Question 15

stress def

Answer 15

psychological reaction to the demands inherent in a stressor that has the potential to make someone feel tense/anxious

Question 16

stress reaction def

Answer 16

behavioural, psychological, physiological consequences of stress (passive response or active response)

Question 17

stressors

Answer 17

personality often determines the extent to which a potential stressor becomes a real stressor
all employees:
- conflict
- work-family conflict
- job insecurity/change
- role ambiguity
- techno stressors
- sexual harassment

boundary roles:
- role conflict
- emotional labour

exec/managers:
- heavy workload
- heavy responsabilities

operative employees:

• poor physical conditions
• poor job designs

Question 18

stress

Answer 18

not intrisically bad => moderate levels can provide an appropriate level of stimulation

problem: increase the level of tensions + anxiety

Question 19

stress reaction

Answer 19

dealing directly w/ the stressor has more potential for effectiveness because the chances of the stress episode being terminated are increasing

Question 20

personnality and stress

Answer 20

• personnality can affect both the extent to whcih potential stressors are perceived as stressful + the types of stress reactions that occur

3 key personnality traits:

• locus of control
• type a behaviour pattern: type A tend to be agressive/ ambitious
• negative affectivity: propensity to see things negative

Question 21

org. strategies to manage stress

Answer 21

• personal + org. strategies to manager stress => either reduce demand or increase resources
• job redesign
• “family friendly” human ressources policies
• stress mgmt programs
• work life balance, fitness, wellness programs

Question 22

negotiation def

Answer 22

a decision making process among interdependent parties who do not share identical preferences

Question 23

negotiations are about

Answer 23

1) possible agreements
2) understanding the other parties
3) persuasion

Question 24

influence strategies in negotiations

Answer 24

-sympathy
- threat/pressure
- rewards
- ingratiation
- personal appeal
- rational persuasion

Question 25

behaviours that relate to negotiation

Answer 25

• communication
• perception
• personnality
• motivation

Question 26

Negotiation tools

Answer 26

BATNA
anchoring: an initial reference point or value (the anchor) is established to influence the subsequent negotiations and the final outcome.
ZOPA : zone of possible agreement
Aspiration point
Resistance point

Question 27

Factors affecting negotiations

Answer 27

• BATNA
• type of emotions
• type of relationship between parties
• bargaining styles
• ability to invent options

Question 28

distributive negotiation

Answer 28

assumes win-lose situation, fixed pie divided between parties

Question 29

integrative/ multi-issue negotiation

Answer 29

mutual pbl solving can result in a win-win situation, pie is enlarged before distribution