Conflict and Change Management

Question 1

Conflict

Answer 1

Opposing pressures from different sources, occurring on the level of psychological conflict or of conflict between individuals or groups.

Question 2

Cognitive conflict= Good!

Answer 2

Issue-based differences in perspectives or judgments.

Question 3

Affective conflict= Bad!

Answer 3

Emotional disagreement directed toward other people.

Question 4

Devil’s advocate

Answer 4

A person who has the job of criticizing ideas to ensure that their downsides are fully explored.

Question 5

Dialectic

Answer 5

A structured debate comparing two conflicting courses of action.

Question 6

Avoidance

Answer 6

A reaction to conflict that involves ignoring the problem by doing nothing at all or deemphasizing the disagreement.

Question 7

Accommodation

Answer 7

dealing with conflict through cooperation on behalf of the other party but not being assertive about one’s own interests.

Question 8

Compromise

Answer 8

dealing with conflict through moderate attention to both parties’
concerns.

Question 9

Competing

Answer 9

A style of dealing with conflict involving strong focus on one’s own goals and little or no concern for the other person’s goals.

Question 10

Collaboration

Answer 10

emphasizing both cooperation and assertiveness to maximize both parties’ satisfaction

Question 11

Superordinate Goals

Answer 11

Higher level organizational goals that takes priority over individual or actual group goals

Question 12

Cohesiveness

Answer 12

The degree to which a group is attractive to its members, members are motivated to remain in the group, and members influence one another.

Question 13

Line Departments (think “front Line”)

Answer 13

employees in areas that deal directly with the company’s primary good and services; tend to know more about the industry they are in and be focused on products/services and customers.

Question 14

Staff Departments (think “Support”)

Answer 14

employees in areas that provide support to line departments; tend to be experts in their functional areas (think HR, accounting, legal, etc.) and be focused on procedures, requirements and mitigating risks.

Question 15

Motivating People to Change
Force-field analysis

Answer 15

An approach to implementing the unfreezing/ moving/refreezing model by identifying the forces that prevent people from changing and those that will drive people toward change

Question 16

Managing Resistance to Change

Approach :
Education and communication

Answer 16

Used In:

Where there is a lack of information or inaccurate information and analysis.

Advantage:

Once persuaded, people will often help with the implementation of the change.

DrawBacks:

Can be very time-consuming if lots of people are involved.

Question 17

Managing Resistance to Change

Approach :
Participation and involvement

Answer 17

Used In:

Where the initiators do not have all the information they need to design the change, and where others have considerable power to resist.

Advantage:

People who participate will be committed to implementing change, and any relevant information they have will be integrated into the change plan.

DrawBacks:
Can be very time-consuming if participators design an
inappropriate change.

Question 18

Managing Resistance to Change

Approach :
Facilitation and support

Answer 18

Used In:

Where people are resisting because of adjustment problems.

Advantage:

No other approach works as well with adjustment problems.

DrawBacks:

Can be time-consuming and expensive, and still fail.

Question 19

Managing Resistance to Change

Approach :
Negotiation and rewards

Answer 19

Used In:

Where someone or some group will clearly lose out in a change, and where that group has considerable power to resist.

Advantage:

Sometimes it is way to avoid major resistance.

DrawBacks:

Can be too expensive in many cases if it alerts others to negotiate for compliance.

Question 20

Managing Resistance to Change

Approach :
Manipulation and cooptation

Answer 20

Used In:

Where other tactics will not work, or are too expensive.

Advantage:

It can be a relatively quick and inexpensive solution to resistance problems.

DrawBacks:

Can lead to future problems if people feel manipulated.

Question 21

Managing Resistance to Change

Approach :
Explicit and implicit coercion

Answer 21

Used In:

Where speed is essential, and the change initiators possess considerable power.

Advantage:

It is speedy and can overcome any kind of resistance.

DrawBacks:

Can be risky if it leaves people angry at the initiators.