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PERSO ZERLEO FINALS > Chapter 6 > Flashcards

Chapter 6 Flashcards

1
Q
  • DISAGREEMENT OF IDEAS/ BELIEFS
A

conflict

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2
Q
  • Psychological and behavioral reaction to a perception that another person is either keeping you from reaching a goal, taking away your right to behave in a particular way, or violating experiences of a relationship.
A

conflict

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3
Q
  • Behavior by a person/group intended to inhibit the attainment of goals by another person/group (Riggio).
A

conflict

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4
Q

t or f

CONFLICTING PARTIES HAVE COMPATIBLE GOALS.

A

F - INCOMPATIBLE

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5
Q

T OR F

Conflict will always result to negative outcomes.

A

F

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6
Q

TYPES OF conflict

A
  1. Interpersonal Conflict
    examples: Friends, family members, classmates, etc.
  2. Individual-group Conflict
  3. Group-group Conflict
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7
Q

Type of Conflict
examples: Friends, family members, classmates, etc.

A
  1. Interpersonal Conflict
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8
Q

Levels of conflict within organization

A
  1. Intraindividual Conflict
  2. Interindividual Conflict
  3. Intragroup Conflict
  4. Intergroup Conflict
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9
Q
  • incompatible goals associated with roles.
  • example: The university wants its teaching employees to publish instead of focusing in teaching.
A
  1. Intraindividual Conflict
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10
Q
  • conflict between two individuals.
  • examples: between employees, or between employee and customer.
A
  1. Interindividual Conflict
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11
Q
  • conflict between one person or fraction within a group and other group members.
A
  1. Intragroup Conflict
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12
Q
  • conflict between departments/ units.
  • example: conflict because of scarce resources such as budget and privileges.
A
  1. Intergroup Conflict
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13
Q

What are the causes/sources of conflicts?

A
  1. Competition for Resources
  2. Task Interdependence
  3. Jurisdictional Ambiguity
  4. Communication Barriers
  5. Beliefs
  6. Personality
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14
Q
  • Scare resources: money (budget), space, personnel equipment
A
  1. Competition for Resources
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15
Q
  • when the performance of some group members depends on the performance of other group members.
A
  1. Task Interdependence
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16
Q
  • when 2 groups which rely on each other have conflicting goals.
A
  1. Task Interdependence
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17
Q
  • The lines of authority are unclear.
A
  1. Jurisdictional Ambiguity
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18
Q
  • Supervisors could feel incompetent when another supervisors deal with his/her work.
A
  1. Jurisdictional Ambiguity
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19
Q
  • Physical, Cultural, and Psychological
A
  1. Communication Barriers
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20
Q
  • conflicts in belief systems of individuals or group
A
  1. Beliefs
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21
Q
  • incompatible personalities who must work together.
A
  1. Personality
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22
Q

WHO & YEAR

Characteristics of difficult people

A

BRAMSON 1981

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23
Q

Characteristics of difficult people

A
  1. High Needs for Perfection
     Whiner - Constantly complains about the situation but never tries to change it.

 No person - Believes nothing will ever work thus disagrees with every suggestion.

 Nothing person - Responds to difficult situation by doing and saying nothing.

  1. High Need for Control
    * obsessed with completing a task and take great pride in getting a job done quickly.

 Tank - Get things done quickly by giving orders, being bushy, yelling, being aggressive.

 Sniper - Controls people by using sarcasm, embarrassment, humiliations.

 Know-it-all - Controls others by dominating conversations, not listening to the ideas of others.

  1. High need for Approval
    * obsessed with being liked.

 Yes person - agrees to do everything.

 Maybe person - Avoids conflict by never making a stand on any issues; delays making decisions, seldom offers opinions, and seldom commits to any course of action.

  1. High Needs for Attention
    * obsessed with being appreciated; behave in a manner that will get them noticed.

 Grenade - throws a tantrum, yells, swears, rants.

 Friendly Sniper - Gets attention by poking fun at others.

 Think-they-know-it-all - Exaggerates lies, gives unwanted advice to gain attention.

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24
Q

UNDER WHAT CATERGORY OF DIFF PEOPLE AND WHAT IS IT

Constantly complains about the situation but never tries to change it.

A
  1. High Needs for Perfection
     Whiner
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UNDER WHAT CATERGORY OF DIFF PEOPLE AND WHAT IS IT Believes nothing will ever work thus disagrees with every suggestion.
1. High Needs for Perfection  No person
26
UNDER WHAT CATERGORY OF DIFF PEOPLE AND WHAT IS IT Responds to difficult situation by doing and saying nothing.
1. High Needs for Perfection  Nothing person
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* obsessed with completing a task and take great pride in getting a job done quickly.
2. High Need for Control
28
UNDER WHAT CATERGORY OF DIFF PEOPLE AND WHAT IS IT Get things done quickly by giving orders, being bushy, yelling, being aggressive.
2. High Need for Control - Tank
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UNDER WHAT CATERGORY OF DIFF PEOPLE AND WHAT IS IT Controls people by using sarcasm, embarrassment, humiliations.
2. High Need for Control - Sniper
30
UNDER WHAT CATERGORY OF DIFF PEOPLE AND WHAT IS IT Controls others by dominating conversations, not listening to the ideas of others.
2. High Need for Control - Know-it-all
31
* obsessed with being liked.
3. High need for Approval
32
UNDER WHAT CATERGORY OF DIFF PEOPLE AND WHAT IS IT agrees to do everything.
3. High need for Approval - Yes person
33
UNDER WHAT CATERGORY OF DIFF PEOPLE AND WHAT IS IT Avoids conflict by never making a stand on any issues; delays making decisions, seldom offers opinions, and seldom commits to any course of action.
3. High need for Approval - Maybe person
34
* obsessed with being appreciated; behave in a manner that will get them noticed.
4. High Needs for Attention
35
UNDER WHAT CATERGORY OF DIFF PEOPLE AND WHAT IS IT throws a tantrum, yells, swears, rants.
4. High Needs for Attention -Grenade
36
UNDER WHAT CATERGORY OF DIFF PEOPLE AND WHAT IS IT Gets attention by poking fun at others.
4. High Needs for Attention - Friendly sniper
37
UNDER WHAT CATERGORY OF DIFF PEOPLE AND WHAT IS IT Exaggerates lies, gives unwanted advice to gain attention.
4. High Needs for Attention -Think-they-know-it-all
38
Positive outcomes
1. Increasing Motivation and energy level of group members to improve performance. 2. Can stimulate Creativity and Innovation 3. Improves quality of Decisions 4. Member satisfaction and Commitment
39
* absence of conflict makes members to become complacent and unmotivated.
1. Increasing Motivation and energy level of group members to improve performance.
40
* conflict challenges old processes.
2. Can stimulate Creativity and Innovation
41
* occurs when there are many opinions, each member tries hard to push their own idea.
3. Improves quality of Decisions
42
* the fact that members are able to take part in decision making.
4. Member satisfaction and Commitment
43
Negative outcomes
1. Reduction of group cohesiveness * too much conflict can erode cohesiveness. 2. Can hamper effective group performance when it retards communication. 3. Group goals becomes secondary to the infighting.
44
WHO & YEAR Conflict management techniques
Thomas “1976”
45
Conflict management techniques Thomas “1976”
1. Dominating 2. Accommodation 3. Compromise 4. Collaboration
46
* Forcing * Persisting in the conflict until one party’s goals are achieved at the expense of the other. * Win-Lose Strategy
1. Dominating
47
* giving in or acting in a self-sacrificing matter * usually done to save the relationship between the conflicting parties * Lose-Win strategy
2. Accommodation
48
* each party must give up something * Lose-Lose strategy * Ex. Union management strategy
3. Compromise
49
* parties try to cooperate and reach a mutually beneficial solution * Win-win situation * not always possible particularly when conflict is over scarce resources.
4. Collaboration
50
Used when parties cannot resolve their conflict.
Third party intervention
51
* a neutral 3rd party is asked to help both parties reach a mutually agreeable solution to the conflict. * Professional mediators
1. Mediation
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* a neutral 3rd party listens to both sides’ arguments and then makes decision.
* Arbitration
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* often the manager/ HR Officer can serve as the arbitrator.
* Arbitration
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* The decision can be BINDING or NONBINDING.
* Arbitration
55
agreed to abide by the arbitrator’s decision.
* Binding-parties
56
one or both sides can reject an unfavorable decision.
* Non-binding
57
one or both sides can reject an unfavorable decision.
non binding
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* Or if conflicting parties are of equal power.
* Arbitration
59
can be defined as the degree to which you feel overwhelmed or unable to cope as a result of pressures that are unmanageable.
STRESS
60
an unpleasant psychological process that occurs in response to environmental pressures.
STRESS
61
response can be appropriate, or even beneficial reaction.
STRESS
62
Stress is a natural part of our daily life.
YES
63
Potential sources of stress
Stressors
64
relate to a person’s job. * They include the design of the job (its degrees of autonomy, task variety), working conditions, and the physical work layout.
 TASK DEMANDS
65
• are pressures created by other employees. * Lack of social support from colleagues and poor interpersonal relationships can cause stress, especially among employees with a high social need.
 INTERPERSONAL DEMANDS
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relate to pressures placed on a person as a function of the particular role he or she plays in the organization.
 ROLE DEMANDS
67
 ROLE DEMANDS
a. Role Conflicts b. Role Overload c. Role Ambiguity
68
create expectations that may be hard to reconcile or satisfy.
a. Role Conflicts
69
occurs when the employee is expected to do more than time permits.
b. Role Overload
70
means role expectations are not clearly understood and the employee is not sure what to do.
c. Role Ambiguity
71
Stress affects not only our minds, but also our body and actions.
Consequences
72
* CONDITION WHEREIN STRESS IS TOO MUCH TO HANDLE ON OUR OWN.
 Chronic Stress
73
affects the whole body and it can have several physical or psychological symptoms, which can make functioning on a daily basis more challenging.
 Chronic Stress
74
Signs and symptoms of chronic stress
 Irritability, which can be extreme  Fatigue  Headaches  Difficulty concentrating, or an inability to do so  Rapid, disorganized thoughts  Difficulty sleeping  Digestive problems  Feeling helpless  A perceived loss of control  Low self-esteem  Nervousness  Frequent infections or illnesses
75

PERSO ZERLEO FINALS (4 decks)

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