Conflict Management

Question 1

CQ Cognition – culture-general & culture-specific knowledge

Answer 1

Understand & apply cultural attributions
What cultural rules are in conflict?
Describe how the selected cultural value(s) is/are making the situation awkward?

Question 2

CQ Metacognition – awareness, perspective-taking

Answer 2

Make situational judgments of people and situations

Taking perspectives, what are the characters
1. Feeling
2. Thinking (Position)
3. Wanting (Interest)

Question 3

CQ Behavior - speech acts, verbal and non-verbal flexibility

Answer 3

Deliberate on strategies to arrive at win-win resolutions
What should they say to maintain relationship
and complete the task on hand?
Describe actions (speech acts, verbal and nonverbal behaviors).

Question 4

CQ Motivation – approach or avoid

Answer 4

What is at stake if conflict is not managed/resolved?

Question 5

Culutral attribution
-> Subjective values

Answer 5

1. Individualism vs Collectivsm
2. Power distance
3. Uncertrainity avoidance
4. High context / low context
5. Masculinity / Feminity
6. Doing being
7. Long term / short term

Question 6

Perspective taking

Answer 6

Thinking -> Position

Wanting -> Interest

Feeling -> Identity
* activated / deactivated
* pleasant / unpleasant

Question 7

Conflict Management
Reduce tension (RT)

Answer 7

Reduce Tension (RT)
* Manage Emotions: recognizie self and / or other’s emotion
* Time out: take a break
* Change scenery: go somewhere else

Question 8

Conflict Managment
Repair Relationship (RR)

Answer 8

• Bulid solidarity: refreame situation as we instead of I
• apologise: acknowledge that harm was done and show regret
• conduct humble inquiry: ask questions to better understand the other part, show curiosity and interest in the other person / view
• give accounts: offer information that the other part may not know; self-disclosure, knowlege sharing

Question 9

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Conflict Management
CQ Influence Skills

Answer 9

Soft Tactic (S)
* Inspirational Appeal
* Consultation
* Ingratiation
* Socailizing
* Personal Appeal

Rational Tactics (R)
* Rational Persuasion
* Exchange

Hard Tactics (H)
* Pressure
* Legitimating
* Coalition

Question 10

Conflict Resolution Strategies
Soft Tactic
-> Inspirational appeal

Answer 10

Appealing to values, ideal and aspirations.
-> This project is goint go change the world.

Question 11

Conflict Resolution Strategies
Soft Tactic
-> Consulation

Answer 11

Seeing participation in planning a strategy, acvtivity or change.
-> How about extending the deadline?

Question 12

Conflict Resolution Strategies
Soft Tactic
-> Ingratiation / positive feelings

Answer 12

Actively increasing others’ positive feelings and regard toward self through acts such as complimenting.
-> “You are the best in the area, no-one can do
this better than you. Please help.”

Question 13

Conflict Resolution Strategies
Soft tactic
-> Socializing

Answer 13

To interact with or entertain the target in a friendly manner, such as talking about a subject that is irrelevant to the request but of interest to the target (i.e., small talk) or taking the target to non-work setting.
-> “Let’s head out for tea.”

Question 14

Conflict Resolution Strategies
Soft tactic
-> Personal appeal

Answer 14

Appealing to a person’s feelings of loyalty and friendship,or
appealing for a personal favor.
-> Would you do this for me?”

Question 15

Conflict Resolution Strategies
Rational Tactic
-> Rational persuasion

Answer 15

Use logical arguments and factual evidence to persuade that the request is reasonable.
-> “95% of our clients have responded positively
to this approach.”

Question 16

Conflict Resolution Strategies
Rational Tactic
-> Exchange

Answer 16

Explicit or implicit offer to provide a favor or benefit in return for complying with the request.
-> “If you could accede to my request this round, I
would make sure I make it up the next round.”

Question 17

Conflict Resolution Strategies
Hard tactic
-> Pressure

Answer 17

Use demand, threats, frequent checking, or persistent reminders.
-> “I am afraid we might lose this deal if we don’t
get through this .”

Question 18

Conflict Resolution Strategies
Hard tactic
-> Legitimating

Answer 18

Establish the legitimacy of a request by claiming authority to make it or by verifying that it is consistent with organizational policies, rules and traditions.
-> This is consistent with the vision and ethos of
the company.

Question 19

onflict Resolution Strategies
Hard tactic
-> Legitimating

Answer 19

Enlist the help or endorsement of other people.
-> “The team has already agreed to this plan.”

Question 20

iSJT practice
Do’s and don’ts

Answer 20

Do’s:
* Speec Acts (verabl / non verbal)
* Cultural conflict management framework (use tactics in every bucket)
* label the tactics clearly (RR, RT, H, R, S)

Don’ts
* Describe with verabl, non verabl actions only (no speech acts)
* Create dialogue