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Business Studies Grade 11 > Conflict Management > Flashcards

Conflict Management Flashcards

1
Q

What does good communication result in?

A
  1. Fever misunderstandings
  2. Ability to nip problem in the bud
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2
Q

What can conflict arise from?

A

Workload such as role overload, role conflict or role ambiguity

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3
Q

What is role overload?

A

Too many duties and can’t cope

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4
Q

What is role conflict?

A

Too many people being assigned the same or similar task

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5
Q

What is role ambiguity?

A

Lack of clarity between roles

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6
Q

What is synergy?

A

1+1=3

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7
Q

What is conflict?

A

Negative differences of opinion/emotions people experience due to a dispute over a particular issue

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8
Q

What is functional conflict?

A

Non-aggressive and stimulates creativity

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9
Q

What is dysfunctional conflict?

A

Aggressive and discourages creativity

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10
Q

What are the advantages of functional conflict?

A
  1. Create an awareness of a problem
  2. Stimulate creative thinking
  3. Help people understand the problem better
  4. Lead to collaboration
  5. Motivate people to get involved
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11
Q

What are the disadvantages of dysfunctional conflict?

A
  1. Hampers
  2. Lower staff morale
  3. Leads to inappropriate behaviour
  4. Leads to feelings of frustration and confusion
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12
Q

What are the reasons for conflict?

A
  1. Change
  2. Inclusivity and cultural diversity
  3. Lack/poor communication
  4. Limited resources/resource allocation
  5. Differences in personalities
  6. Values and ethics
  7. Previously unresolved issues
  8. Inner conflict
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13
Q

What does the acronym CHANGE stand for?

A

Consult
Have info
Alternatives
No change without resistance
Give time
Evaluate

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14
Q

What are the conflict handling approaches?

A
  1. Managers must be able to deal with change.
  2. People should be open minded regarding cultural diversity
  3. People should be educated on respecting cultural differences
  4. Clear communication of information
  5. Help employees understand purpose and direction of business
  6. Keeps emotions in check
  7. Managers should have a certain level of emotional intelligence
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15
Q

What tools can be used in management of conflict?

A
  1. Stimulation functional conflict- playing devils advocate
  2. Negotiations- parties concerned sort their own problems
  3. Smoothing- focus places on what conflicting parties have in common
  4. Forcing- person in authority forces solution on party concerned
  5. Avoidance- pretending problem doesn’t exist
  6. Compromise- mutual give and take
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16
Q

Why would a third party intervention be needed for conflict management?

A
  1. Conflict that is not handled properly may become destructive
  2. A third party may be a cost-effective way to resolve conflict
  3. It is important that the conflicting parties trust the integrity of the third party
  4. It is advisable and fair to use an outside person as the third party
17
Q

What are the general conflict resolution steps?

A

Negotiation- two people
Conciliation- managing with third party
Mediation- third party mediates and gives advice
Arbitration- told what to do

18
Q

What is the con-arb process?

A
  • one step process of conciliation and arbitration
  • takes place on one day
  • used for labour practices
  • saves time and unnecessary costs
  • compulsory in matters of probation
19
Q

What is the CCMA and who is it funded by?

A

The Commission for Reconciliation, mediation and arbitration funded by NEDLAC (Government)

20
Q

What is the CCMA’s job?

A
  • Enforce labour laws
  • independent dispute resolution organisation
  • promotes co-operation between employees and employers
  • can get involved in workplace restructuring
  • can provide training and advice on certain issues
21
Q

What is the Workplace Forums function?

A
  • enables workers to participate in decision making with management
  • increases efficiency in the workplace
  • DO NOT deal with wage/salary issues
  • Joint decisions on disciplinary procedures and affirmative action
22
Q

What does management consult with the WPF on?

A
  • criteria for merit increases
  • restructuring and retrenchments
  • training related issues
23
Q

What do Employee organisations do?

A
  • provide members with expertise on industrial/ or labour relations
  • assist with employment contracts
  • Representation at CCMA
  • trade Union negotiations
  • dispute resolution
    Etc.
24
Q

What does a trade Union do?

A
  • mouthpiece of members
  • address issues of service, safety and wages
  • ensure fair treatment of workers
  • represent employees in disciplinary issues

Business Studies Grade 11 (7 decks)

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