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Business Strudies > Chapter 1 - Conflict > Flashcards

Chapter 1 - Conflict Flashcards

1
Q

Disadvantages of conflict

A

Harper productivity

Leads to inappropriate behavior

Distracts from critical issues and lead to poor decision making

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2
Q

Reasons for conflict

A 
Change
Inclusivity and cultural diversity
Lear of or poor communication 
Resource allocation
Values and ethics
Inner conflict
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3
Q

Reasons for conflict

Change

A

Keep up to date - tech, knowledge, globalization

Otherwise business will perish

People are resistant to change

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4
Q

Reasons for conflict

Inclusivity and cultural diversity

A

Ignorance and stereotyping and people will need an understanding of different cultures

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5
Q

Reasons for conflict

Lack of or poor communication

A

Not informed = uncertain = rely on grapevine

Uncertainty regarding expectations

Misunderstandings

Communication barriers (not knowing who may discipline a worker)

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6
Q

Reasons for conflict

Resource allocation

A

Insufficient resources or unequal distribution of them may result in stress and fighting over resources

Skills and abilities are also resources and must be used correctly if not it will cause conflict

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7
Q

Reasons for conflict

Personalities and emotions

A

Different personality types act differently in different situations

Type A - workaholic (high expectations)

Type B - easy going

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8
Q

Reasons for conflict

Values and ethics

A

It’s a personal set of beliefs that guide action and they are closely linked with culture and religion and different for people

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9
Q

Reasons for conflict

Inner conflict

A

Humans bring past experiences into situations and often the perception of a situation is more important than the reality

  • Issues that can lead to inner conflict
  • Resolving inner conflict
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10
Q

Reasons for conflict

Inner conflict

Issues that can lead to it

A

Jealousy
Feeling inferior
Need to control or impress people
Low self esteem

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11
Q

Reasons for conflict

Inner conflict

Resolving inner conflict

A

Identify the inner conflict

Refer the person to the correct department

The extent of the intervention will depend on the intensity of the problem

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12
Q

Skills a manager needs in order to manage conflict

A

Ability to deal with change

Tolerance regarding inclusivity and cultural diversity

Communication skills

The ability to think and act strategically

Emotional intelligence to deal with different personalities and emotions

Values and ethics

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13
Q

Skills a manager needs in order to manage conflict

Ability to deal with change

A

Managers should be able to cope with change and help employees deal with change

Help motivate them and overcome their anxieties, training, communication in order to reduce resistance to change

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14
Q

Skills a manager needs in order to manage conflict

Tolerance regarding inclusivity and cultural diversity

A

Beware of stereotyping

People must be exposed and educated regarding cultural diversity

Keep background info in mind when dealing with different people

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15
Q

Skills a manager needs in order to manage conflict

Communication

A

Must com in a clear and understanding manner

Regular meetings (feedback, suggestions…)

Written communication (notice boards, newsletters..)

Negotiation, conciliation, mediation and arbitration – reduce or eliminate conflict

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16
Q

Skills a manager needs in order to manage conflict

Think and act strategically

A

Strategic Planning:

Develop a shared vision and mission to help employees understand the direction of the organization

Link internal and external environments using an environmental scan to understand key success factors and a competitive advantage. The business can formulate a stratergy in order for all employees to understand the long term goals of the business.

Important to get feedback from lower levels

17
Q

Skills a manager needs in order to manage conflict

EI to deal with diff P and E

A

EI - persons ability to manage relationships in a mature manner

Keep emotions in check and make a choice on how to vent those emotions

Manager should have skills to steer conflict in order to focus on the problem without getting abusive at other parties

18
Q

Skills a manager needs in order to manage conflict

Values and ethics

A

Training and open communication (help lack of understanding and create empathy)

19
Q

Tools to use in management of conflict

How people deal with conflict

A

Stimulating functional conflict aka Devils advocate

Negotiation

Smoothing

Forcing

Avoidance

Compromise

20
Q

Tools to use in management of conflict

Devils advocate / stimulating functional conflict

A

Stimulates creative thinking

Criticize the plan to encourage analytical thinking to test the plan

21
Q

Tools to use in management of conflict

Negotiating

A

2 people sort out differences (usually dysfunctional conflict) easy to sort out misunderstandings

22
Q

Tools to use in management of conflict

Smoothing

A

Temporary method

Differences are ignored and focus is on what they have in common
If problem is serious the situation can get worse or the problem could rise again

23
Q

Tools to use in management of conflict

Forcing

A

Person in authority forces his solution to a subordinate

Autocratic - does not encourage participation and often leads to resentment

24
Q

Tools to use in management of conflict

Avoidance

A

Temporary

Pretending problem is not there

Suitable for trivial issues

25
Q

Tools to use in management of conflict

Compromise

A

Democratic style of handling conflict

Opposing opinions but both parties have equal power

Mutual give and take however deadlines may not be met

Some may decide it’s easier to give in or withdraw (compromise - issue for the person who’s constantly doing it)

26
Q

Conflict management through third party interventions

A

Both parties must trust third party

Fair to use an outsider

Conciliation, mediation, arbitration and con-arb parties , ccma

27
Q

Con-arb parties

A

Speedier one step process

Unfair labor practices and unfair dismissals

28
Q

Conflict resolution steps

A

Negotiations - compromise by themselves

Conciliation - facilitates

Mediation - give advice

Arbitration - judgement call

29
Q

CCMA

A

Commission of Conciliation, Mediation and Arbitration

Promotes cooperation between employers and employees

Help settle labour disputes in order to regulate a smooth functioning workplace

Helps restructuring

Provides training and advice

30
Q

Work place forum

A

Trade union applies to CCMA for a WPF

Increase efficiency in work place

Enables workers to participate in decision making with senior management

Management must consult with WPF:
Criteria for merit increases
Restructuring of workplace and worker retrenchments
Training related issues

31
Q

Employees organizations

A

Provides members with a labour and industrial relations expert when required

Assist employees with:
Employment contracts
Disciplinary and grievance procedures 
Dispute resolution
Employment equity plans
Representation at CCMA
Trade union negotiations
32
Q

Trade unions

A

Reducing and handling conflict between employers and employees

33
Q

Advantages of conflict

A

Creates awareness of a problem

Stimulates creative thinking

Helps people understand a problem and learn from it

Collaboration where focus is working together

Motivates people to give input

34
Q

Formal teams

A

Created by management

Work towards achieving a common goal

35
Q

Informal teams

A

Gravitate towards each other due to a common interest

36
Q

Conflict in teams due to work load

A

Role overload - +++++ :(
Role conflict - :( :(
Role ambiguity - ??!??

37
Q

Synergy

A

Synchronized energy

1 + 1 = 3

The combined efforts is greater than the sum of the individuals

38
Q

Functional conflict

A

Non aggressive
Stimulates creativity
Work together to find a solution

39
Q

Dysfunctional

A

Aggressive
Refuse to work towards a solution
Task compromised

Business Strudies (9 decks)

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