Chp 11

Question 1

Conflict

Answer 1

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

Question 2

Negative consequences of conflict

Answer 2

lower performance, higher stress, higher dissatisfaction, less info sharing and coordination, increased organizational politics, wasted resources, weakened team cohesion

Question 3

Positive consequences of conflict

Answer 3

better decision making (through logic tests, questioning assumptions, creative thinking), more responsive to changing environment, stronger team cohesion (when conflict is between team and outside opponent)

Question 4

Task conflict

Answer 4

people focus the discussion around the issue (ie the task) in which different viewpoints occur while showing respect for the people involved

Question 5

Relationship conflict

Answer 5

people focus discussion on the qualities of the people in the dispute, rather than the task

Question 6

Conditions to minimize relationship conflict

Answer 6

1. high emotional intelligence
2. strong team development
3. norms supporting psychological safety

Question 7

Sources of conflict

Answer 7

incompatible goals, differentiation, interdependence, scarce resources, ambiguous rules, poor communication

Question 8

Win-win orientation

Answer 8

belief that conflicting parties will find mutually beneficial solution to disagreement

Question 9

win-lose orientation

Answer 9

belief that conflicting parties are drawing from a fixed pie, so the more one party receives, the less the other can receive

Question 10

5 conflict handling styles

Answer 10

Problem solving, forcing, avoiding, yielding, compromising

Question 11

Forcing

Answer 11

high assertiveness, low cooperation. best when quick solution is required, highest risk of relationship conflict

Question 12

Avoiding

Answer 12

low cooperation, low assertiveness. best when cost of resolution outweighs benefit but may not actually resolve conflict

Question 13

Yielding

Answer 13

High cooperation, low assertiveness. best when the issue is of low importance to you but can set expectations for future conflicts

Question 14

Problem solving

Answer 14

High cooperation, high assertiveness. best for complex issues

Question 15

Compromising

Answer 15

balanced cooperation and assertiveness. used when parties have equal power, may result in suboptimal choice

Question 16

Subordinate goals

Answer 16

goals that the conflicting parties value and whose attainment requires the joint resources and effort of those parties

Question 17

Strategies to reduce interdependence

Answer 17

create buffers, use integrators, combine jobs

Question 18

Third Party conflict resolution

Answer 18

any attempt by a relatively neutral person to help conflicting parties resolve their differences

Question 19

Third Party intervention options

Answer 19

arbitration, inquisition, mediation

Question 20

Negotation

Answer 20

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

Question 21

BATNA

Answer 21

Best Alternative to Negotiated Agreement. the best outcome you might achieve through some other course of action if you abandon the current negotiation. Having more than one increases your power

Question 22

Distributive negotiation

Answer 22

Aligns with win-lose, negotiator believes in fixed pie

Question 23

Integrative negotiations

Answer 23

Aligns with win win, negotiator believes resources are expandable. Most common when multiple topics

Question 24

Negotiation process

Answer 24

Gather information, manage concessions, manage time, build the relationship

Question 25

Negotiation setting

Answer 25

Location: easier to negotiate on your own turf

Physical setting: space and orientation of people

Audience characteristics: direct v indirect Surveillance