Chapter 11 - Conflict and Negotiation in the Workplace

Question 1

Define conflict.

Answer 1

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

Question 2

List the negative consequences of Workplace Conflict.

Answer 2

• Uses otherwise productive time
• less info sharing
• higher stress, dissatisfaction and turnover
• increases organisational politics
• wastes resources
• weakens team cohesion (conflict among team members)

Question 3

List the positive consequences of Workplace Conflict.

Answer 3

Better decision making:

• tests logic of arguments
• Questions Assumptions
• More responsive to changing environment
• Stronger team cohesion (when there is a conflict between the team and outside opponents)

Question 4

What are the two types of conflict with opposing consequences?

Answer 4

1. Task Conflict

2. Relationship Conflict.

Question 5

Define Task Conflict.

Answer 5

A type of conflict in which people focus their discussion around the issue while showing respect for people who have other points of view.

Question 6

Define Relationship Conflict.

Answer 6

A type of conflict in which people focus on characteristics of other individuals, rather than on the issues, as the source of conflict.

Question 7

What are 3 strategies/conditions that could potentially minimise the level of relationship conflict during task conflict?

Answer 7

1. Emotional Intelligence and Emotional Stability
2. Cohesive Team
3. Supportive Team norms.

Question 8

Emotional Intelligence and Emotional Stability.

Answer 8

Employees with higher EI and ES are better able to regulate their emotions during debate and to view a co-worker’s emotional reaction as valuable info rather than a personal attack.

Question 9

Cohesive Team.

Answer 9

The longer people work together, get to know each other and develop mutual trust, the more latitude they give to each other to show emotions without being personally offended.

Question 10

Supportive Team Norms.

Answer 10

Encourage openness, for instance, team members learn to appreciate honest dialogue without personally reacting to any emotional display during the disagreements.

Question 11

Model of Conflict Process.

Answer 11

Refer to Text Book. (pg359)

Question 12

What are the 6 main conditions that cause conflict in organisational settings?

Answer 12

1. Incompatible goals - Different goals amongst different areas of the organisation.
2. Differentiation - training, values, beliefs and experiences.
3. Interdependence - Sharing common resources, clients and exchanging work.
4. Scarce Resources
5. Ambiguous Rules - uncertainty and the complete lack of rules.
6. Communication Problems - lack of opportunity, ability or motivation to communicate.

Question 13

Explain communication problems.

Answer 13

1. Lack of communication causes parties to rely on stereotypes to understand each other.
2. Some people lack the necessary skills to communicate like a decent human being. (aka cocky)
3. Relationship conflict is uncomfortable, so people are less motivated to communicate with others in a disagreement.

Question 14

Define a win-win orientation.

Answer 14

The belief that conflicting parties will find a mutually beneficial solution to their disagreement.

Question 15

List all the interpersonal conflict handling styles.

Answer 15

1. Problem Solving - win-win orientation.
2. Forcing - win-lose orientation.
3. Avoiding - Tries to smooth over or evade conflict situations altogether.
4. Yielding - Giving in completely to the other side’s wishes, or at least cooperating with little or no attention to your own interests.
5. Compromising - looking for a position in which your losses are offset by equally valued gains and actively searching for a middle grown