Chapter 11

Question 1

What are the sources of conflict in organizations?

Answer 1

1. Substantive conflict - when people have different opinions on important issues in the organization
2. Affective conflict - conflict that raises emotions such as anger (may be due to personality differences or arguments)
3. Process conflict - disagreement on what course of action to pursue

Question 2

Workplace incivility

Answer 2

low intensity deviant behavior with ambiguous intent to harm the target, in violation of wokrplace norms for mutual respect

Question 3

Workplace aggression

Answer 3

overt physical or nonphysical behavior that harms others at work

Question 4

What are the five conflict-handling styles?

Answer 4

1. Integrating - confronting the issue directly and discussion alternaltive courses of action, best for complext problems
2. Obliging - giving in to the demands of others and neglecting own concerns, temporary but fast solution
3. Dominating - focus on winning their position at the expense of others, quick and clear but breeds resentment
4. Avoiding - withdrawing from the conflict situation, temporary fix as the problem may return
5. Compromising - can be unproductive as there is no creative problems solving, and nobody gets their preferred solution

Question 5

What are the steps to mediation?

Answer 5

1. Participation - active involvement in the decision-making process
2. Representation/reparation - parties express their perspectives and how they feel about what has occurred
3. Validation/reintegration - working to solve a dispute in a cooperative and respectful way

Question 6

Steps in the Negotiation Process

Answer 6

1. Preparation
2. Relationship building
3. Information gathering
4. Information using
5. Bidding
6. Closing the deal
7. Implementing the agreement

Question 7

BATNA

Answer 7

best alternative to negotiated agreement

Question 8

First-Offer Effect

Answer 8

counteroffers and final offers correlate strongly with the first offer, making first offers among the best predictors of final prices

Question 9

Distributive Bargaining

Answer 9

Zero-sum game, one person gains at the expense of the other

Question 10

Integrative bargaining

Answer 10

Agreement can be reached that satisfies all concerns, preferable when the parties value having a long-term relationship

Question 11

Sweetening the deal

Answer 11

adding more issues out for discussion during a negotiation to get the buyer focused on features other than the main topic of discussion