Chapter 9: Conflict and Negotation

Question 1

Define Conflict

Answer 1

A process that begins when one party perceived that another party has negatively affected or is about to negatively affect something that the first party cares about

Question 2

What is the difference between functional and dysfunctional conflict?

Answer 2

Functional = support the goals of the group and improve it's performance
Dysfunctional = hinder's the group's performance

Question 3

What are the three types of task conflict? Describe them

Answer 3

a) task conflict = relates to the content and goals of work
b) relationship conflict = focuses on interpersonal relationships (almost always dysfunctional)
c) process conflict = how the work gets done

Question 4

What is the loci of conflict? What are the three types?

Answer 4

where the conflict occurs

a) dyadic conflict = between two people
b) intragroup conflict = occurs within a group or team
c) intergroup conflict = conflicts between groups or teams

Question 5

What are the three sources of conflict?

Answer 5

Communication
Structure
Personal Variables

Question 6

Sources of Conflict: Communication

Answer 6

Differing work connotations, jargon, insufficient exchange of information and noise in the communication channel are all barriers to communication

Question 7

Sources of Conflict: The different structural variables

Answer 7

a) size, specialization and composition of the group
b) the greater the ambiguity in defining the responsibilities
c) reward systems create conflict when one member’s gain is at another’s expense
d) leadership styles (ie. if managers tightly control)
e) the diversity of goals
f) if one group is dependent on another

Question 8

Sources of Conflict: Personal Variables

Answer 8

include personality, emotions and values (ie. those with high disagreeableness, neuroticism or self-monitoring are prone to tangle with other people more often)

Question 9

What is the Dual Concern Theory?

Answer 9

considers how one’s degree of cooperativeness and assertiveness determine how conflict is handled

Question 10

What are the 5 conflict handling strategies defined by the Dual Concern Theory?

Answer 10

a) forcing (win/lose)- imposing one’s will on the other party
b) problem solving (win/win) - reaching an agreement that satisfies everyone
c) avoiding (lose/lose) - ignoring the importance of an issue
d) yielding (win/lose) - accepting and incorporating the will of the other party
e) compromising (lose/lose) - balancing concern for oneself with concern for someone else

Question 11

What can individuals do to manage conflict?

Answer 11

• problem solve
• developing overarching goals (shared goals)
• smoothing (playing down differences while emphasizing common interests)
• compromising
• avoiding
• expansion of resources
• authoritative command
• altering the human variable
• altering the structural variables

Question 12

What are the three desired outcomes for conflict according to Deal Tjosvold?

Answer 12

• agreement (equitable and fair agreements are the best outcomes)
• stronger relationships (resolved conflicts can leader to better relationships and greater trust)
• learning (teaches one to do better next time)

Question 13

Define negotation

Answer 13

a process in which two or more parties try to agree on the exchange rate for goods or services they are trading

Question 14

What are the two general approaches to negotiation?

Answer 14

distributive bargaining and integrative bargaining

Question 15

Describe Distributive Bargaining

Answer 15

• negotiating strategy that operates under zero-sum (win/lose) conditions (ie. any gain I make is at your expense)
• fixed pie; dividing up the goods
• conceal your resistance point, but discover your opponents
• hold position tenaciously, and stay on your turf

Question 16

Describe Integrative Bargaining

Answer 16

• assumes that one or more settlements exist that can create a win-win solution (preferred bargaining method)
• grow the pie
• compromising reduces the pressure to bargain integratively (if your partner caves easily, no need to be creative to reach a settlement)
• underscore common goal
• look for additional issues to add to better address the interest of both parties
• share information; especially on your interest and priorities

Question 17

What are the five steps of negotiation?

Answer 17

1. developing a strategy
2. defining ground rules
3. clarifying and justifying
4. bargaining and problem solving
5. attaining closure and implementation

Question 18

What are Third Party negotiations? (4)

Answer 18

a) arbitrator = has authority to dictate an agreement and make the decision
b) mediator = a neurtal third party who facilitates a negotiation solution by using reasoning, persuasion and suggestions for alternative
c) conciliator = trusted third party who provides an informal communication link between the negotiator and the opponent; tried to increase understanding
d) consultant = skilled and impartial third party who tries to solve the problem through communication and analysis

Question 19

What is conflict resolution?

Answer 19

decision making process among parties who do not share identical preferences

Question 20

What is a ‘bargaining zone?’

Answer 20

the zone between each party’s resistance point, assuming that there is an overlap in this range

Question 21

What is BATNA?

Answer 21

The Best Alternative To a Negotiated Agreement; the outcome an individual faces if negotiations fail

Question 22

How do you resolve relationship conflict?

Answer 22

• communicate directly with the other person and listen
• emphasize problem solving and common objectives
• if it persists, seek out a supervisor

Question 23

How do you manage relationship conflicts between others?

Answer 23

• listen to both parties and try to bridge the differences and clarify misunderstanding
• investigate and document
• use third party conflict resolution