Chapter 10: Managing Conflict and Negotiating

Question 1

Define Conflict

Answer 1

The disagreement that arises when two or more parties perceive a threat to their interests, needs or concerns.

Question 2

Define Dysfunctional/Deconstructive/Negative Conflict:

Answer 2

Focuses on emotions and differences between two parties.

Question 3

Define Constructive/Functional/Positive Conflict:

Answer 3

Balances the interests of both parties to maximise mutual gains and the attainment of mutual goals.

Question 4

List the nine causes of Conflict:

Answer 4

1.Task conflict
2. Process conflict
3. Relationship conflict (interpersonal differences)
4. Conflicts of interest (Resource Constraints)
5. Change
6. Values Conflict (Differing values)
7. Information conflict (Poor communication)
8. Task interdependence
9. Structural conflict

Question 5

Causes of Conflict:

1. Explain Task Conflict: (differing task goals)

Answer 5

~A disagreement about the task/goals; what need to be accomplished.
Example: Human Resources wants to hire more people to run the org successfully, Finances wants to freeze positions to cut costs.

Question 6

Causes of Conflict:

2.Explain Process conflict: (Differing task goals)

Answer 6

~Conflict about how to accomplish a task, who is responsible for what, and how things should be delegated.
Example:

Question 7

Causes of Conflict:

3.Explain Relationship conflict (Interpersonal differences)

Answer 7

~Conflict due to incompatibility/ differences between individuals/groups
~Most destructive
Example:

Question 8

Causes of Conflict:

4.Explain Conflicts of Interest (Resource constraints)

Answer 8

~Conflict due to incompatible needs/competition over perceived or actual resource constraints
Example: Fighting for a bigger budget, the more money that is allocated to you, the less there is for others.

Question 9

Causes of Conflict:

Conflicts of Interest can occur over what three issues?

Answer 9

a) Substantive issues: incl. time, money and psychical resources.
b) Procedural issues: involoving the way in which conflict will be handled.
c) Psychological issues: incl. perceptions of fairness, trust or interest in participating.

Question 10

Causes of Conflict:

5.Explain Change

Answer 10

~Change isn’t possible without conflict (uncertainty)
~Organisational changes:
Example: reorganisation, downsizing, changing business strategies.

Question 11

Causes of Conflict:

6.Explain Values Conflict (differing values)

Answer 11

~Conflict arising from perceived/actual incompatibilities in belief systems.
Example: the organisation focuses on profit while employees feel they should focus on people.

Question 12

Causes of Conflict:

7.Explain Information Conflict (Poor communication)

Answer 12

~Conflict that occurs when people lack necessary information, are misinformed, interpret information differently, or disagree about which information is relevent.
Example: A manager sharing changes to business strategies or new policies with only some subordinates.

Question 13

Causes of Conflict:

8.Explain Task Interdependence:

Answer 13

-One person is dependent on another for resources/information- potential for conflict increases.
Example: A team leader needing inputs from five team members to create a spreadsheet to present to management

Question 14

Causes of Conflict:

9.Explain Structural conflict (Organisational Structure):

Answer 14

~Conflict resulting from structural/process features of the organisations.
Example: between individuals/groups on same level or vertical (across hierarchical levels)
-addressed through organisational design.

Question 15

What are the 9 steps to Conflict Escalation?

Answer 15

1. Hardening of opinions
2. Debate
3. Action over words
4. Images and coalitions (mediation)
5. Loss of face
6. Threat as a strategy
7. Limited attempts to overthrow
8. Fragmentation of the enemy
9. Together in the abyss

Question 16

List 5 do’s to de-escalate conflict:

Answer 16

a) Be an empathetic listener
b) Focus your attention on the other person
c) Use delay tactics to create time to diffuse emotions
d) Control your body language – relax, uncross arms and legs, make eye contact
e) Remind everyone that a win-win can be found
f) Stay focused on the issue not emotions
g) Control your emotions
h) Assess and acknowledge the emotions of the other party

Question 17

List 5 don’ts to de-escalate conflict:

Answer 17

a) Communicate hostility verbally/through body language
b) Reject all requests from the beginning
c) Challenge, threatening or dare
d) Raising your voice
e) Blaming either party, saying anything that would cause either party to lose face
f) Minimising the situation/ conflict

Question 18

Name the four Conflict Management Strategies:

Answer 18

1.Collaborating
2.Compromising
3.Competing
4.Accommodating
5.Avoiding

Question 19

Conflict Management Strategies

Name the y-axis of Strategies:

Answer 19

Importance of achieving goal

Question 20

Conflict Management Strategies:

Name the x-axis of Strategies:

Answer 20

Importance of relationship

Question 21

Conflict Management Strategies:

1. Explain Collaborating:

Answer 21

-Conflict management style refelcting a desire to give both parties what they want.
-Both parties win

Question 22

Conflict Management Strategies:

2.Explain Compromising:

Answer 22

-Conflict management style in which each side sacrifices something in order to end conflict.
-Both parties win and give up something

Question 23

Conflict Management Strategies:

3.Explain Competing

Answer 23

-Pursuing one’s own interest at the expense of other party.
- One party seeks to satisfy interest regardless of impact on other party(win-lose situation)

Question 24

Conflict Management Strategies:

4.Explain Accommodating:

Answer 24

-A cooperative conflict management style.
-One party yields the win to other party

Question 25

# Conflict Management Strategies: 5.Explain Avoiding:

Answer 25

-Ignoring the conflict/denying that it exists. -One/both parties seek to suppress the conflict.

Question 26

The Conflict Process:

Answer 26

Know the diagram

Question 27

List the four Conflict Management Skills:

Answer 27

1. Listening (eye contact, rephrasing) 2.Questioning 3.Communicating non-verbally 4.Mediating

Question 28

Define Negotiation:

Answer 28

Aprocess in which two or more parties make offers, counteroffers and concessions in order to reach an agreement.

Question 29

Name the two types of Negotiations:

Answer 29

1.Distributive negotiation 2.Integrative negotiation

Question 30

Define 1.Distributive negotiation

Answer 30

Any gain to one party is offset by an equivalent loss to other party. (win-lose)

Question 31

Define 2. Integrative negotiation

Answer 31

A win-win negotiation in which the agreement involves no loss to either party.

Question 32

List the four fundamental principles of integrative negotiations:

Answer 32

1. Separate the people from the problem 2. Focus on interests, not positions 3. Invent options for mutual gain 4. Insist on objective fairness criteria

Question 33

Name the seven suggestions to being an effective negotiator:

Answer 33

1.Do not look at a deal as an “either-or” proposition, negotiation is about compromise 2.Make sure each side knows the other sides’ perception of the issue and interests 3.Identify what you can and cannot part with. But act like everything is important! 4.Try to identify and use sources of leverage. 5.Show the other side that you understand their position. Empathise, be seen as an ally. 6.Supress your emotions. Stay calm and focused, do not lose your temper. 7.Know your BATNA – Best Alternative To A Negotiated Agreement. What is your back-up plan if negotiations do not work?

Question 34

Define Aletrnative Dispute Resolution:

Answer 34

Involving a third party in a negotiation to overcome a stalemate between the parties.

Question 35

# Alternative dispute resolution: 1. Define Conciliation: a third party

Answer 35

-A third party builds a positive relationship between parties and directs them towards a satisfactory settlement. (usually the first step in dispute resolution)

Question 36

# Alternative dispute resolution: 2.Define Mediation: an impartial mediator

Answer 36

-An impartial mediator facilitates a discussion using persuasion and logic, suggesting alternatives and establishing each sides' priorities. (voluntary and non-binding)

Question 37

# Alternative dispute resolution: 3.Explain Arbitration:

Answer 37

A third party is involved and usually has the authority to impose a settlement on the parties.