Chapter 11: Conflict and negotiation

Question 1

task conflict vs relationship conflict

Answer 1

people focus on issue while showing respect vs. people focus on characteristics of others instead of the issue

Question 2

3 strategies to minimize relationship conflict

Answer 2

1. emotional intelligence
2. cohesive team
3. supportive team norms

Question 3

6 sources of conflict in organizations

Answer 3

1. incompatible goals
2. differentiation
3. interdependence
4. scarce resources
5. ambiguous rules
6. communication problems

Question 4

5 conflict-handling styles

Answer 4

1. avoiding
2. yielding
3. compromising
4. problem-solving (win-win orientation)
5. forcing (win-lose orientation)
   (assertiveness vs. cooperativeness)

Question 5

6 structural approaches to conflict management

Answer 5

1. emphasizing superordinate goals
2. reducing differentiation
3. improving communication and understanding
4. reducing task interdependence
5. increasing resources
6. clarifying rules and procedures

Question 6

3 types of third-party dispute resolution

Answer 6

arbitration, inquisition, mediation

Question 7

conflict

Answer 7

process in which one party perceives that its interests are being opposed or negatively affected by another party

Question 8

negative consequences to conflict

Answer 8

lower performance, higher stress, wasted resources, less info sharing, weakened team cohesion

Question 9

positive consequences to conflict

Answer 9

better decision making, more responsive to change, stronger team cohesion, question assumptions

Question 10

Superordinate goals

Answer 10

common goals valued between conflicting employees

Question 11

3 ways to reduce interdependence among employees

Answer 11

1. create buffers
2. use integrators
3. combine jobs

Question 12

Third-party conflict resolution

Answer 12

any attempt by a relatively neutral person to help the

parties resolve their differences.

Question 13

negotiation

Answer 13

whenever two or more conflicting parties attempt to resolve their divergent goals by redefining the
terms of their interdependence

Question 14

distributive vs. integrative approach to negotiation

Answer 14

distributive (win-loss) - parties only have one item to resolve vs. integrative (win-win) - parties have multiple items to resolve

Question 15

3 key factors to effective negotiation

Answer 15

location, physical setting, audience

Question 16

2 ways to prepare for negotiation

Answer 16

1. develop goals and understand needs

2. know your BATNA and power

Question 17

4 steps to negotiation process

Answer 17

1. gather information
2. manage concessions
3. manage time
4. build relationships

Question 18

Bargaining zone model

Answer 18

1. initial offer point (Best expectation)
2. target point (realistic expectation)
3. Resistance point (no more concessions)