Conflict management - midterm

Question 1

Define:

Conflict management is the process by which disputes are resolved, where negative results for the organization are minimized and positive results are prioritized.

Answer 1

Conflict Management

Question 2

Sources of Conflict (8)

Answer 2

1. Defining task goals
2. differing process goals
3. poor communication
4. tall interdependence
5. resource constraints
6. Change
   7.Differing values
7. Interpersonal differences

Question 3

sources of conflict:

disagreements over what is to be accomplished

Answer 3

defining task goals

Question 4

sources of conflict
disagreements over how to accomplish task or goals

Answer 4

differing process goals

Question 5

sources of conflict

when ppl lack necessary information, are misinformed, interpret information differently or disagree about which data is relevant

Answer 5

poor communication

Question 6

sources of conflict
when one person or unit is dependent on another for resources or information, the potential for conflict increases

Answer 6

task interdependence

Question 7

sources of conflict
incompatible needs or competition over perceived or actual limited resource

Answer 7

resource constraints

Question 8

sources of conflict
the uncertainty of change often creates conflict and changes the relative importance of different organizational groups

Answer 8

change

Question 9

sources of conflict
perceived or actual incompatabilies in beliefs about what is good/bad, right/wrong, or fair/unfair.

Answer 9

differing values

Question 10

sources of conflict
differences in motivation, aspirations, or personality

Answer 10

interpersonal differences

Question 11

Conflict De- escalation Behaviors
DO’S

Answer 11

1. be an empathetic listener
2. Focus your attention on the other person
3. use delay to create time to diffuse emotions
4. control your body language; relate, eye contact
5. remind both parties that a win-win solution can be found
6. stay focused on issues, not emotions

Question 12

Conflict De-escalation Behaviors
AVOID

Answer 12

1. raising your voice
2. Rejecting all requests from the start
3. challenging, threatening, daring
4. communicating hostility verbally or through body language
5. blaming either party or saying anything would cause the parties to lose face
6. Minimizing the situation or the conflict

Question 13

Conflict management strategies (4)

Answer 13

accommodating, avoiding, compromising competing, collaboration

Question 14

Win- Win negotiation principles

Answer 14

1. separate the ppl form the problem. Separate substantive issues from relationship issues. deal with them independently
2. Focus on interests, not position. Negotiate about things that ppl want or need, not what they say they want.
3. Invent options for mutual gain. look for new solutions
4. Insist on objective fairness criteria. terms of a company

Question 16

Definition:
Involves a third party in a negotiation to overcome a stalemate between the parties

Answer 16

Alternative Dispute Resolution

Question 17

Forms of alternative dispute resolution (4)

Answer 17

1. Conciliation
2. Mediation
3. Arbitration
4. Ombudsman

Question 18

Forms of alternative dispute resolution (1)

A third party builds a positive relationship between the parties and directs them toward a satisfactory settlement

Answer 18

Conciliation

Question 19

Forms of alternative dispute resolution (2)

An impartial third party facilitates a discussion using persuasion and logic, suggesting alternatives and establishing each side’s priorities

Answer 19

mediation

Question 20

Forms of alternative dispute resolution (3)
A third party is involved and usually has the authority to impose a settlements on the parties.

Answer 20

Arbitration

Question 21

Forms of alternative dispute resolution (4)

Someone who investigates complaints and mediates fair settlements between agreed parties. this is often position or department with the organization

Answer 21

Ombudsman

Question 22

1st level win win

stage 1

start of a conflict and the clash of opinions

Answer 22

tension

Question 23

1st level win win
stage 2
defending your opinion and try to persuade the other side

Answer 23

debate

Question 24

1st level win win
stage 3
both parties increase the pressures to assert their own opinions

Answer 24

actions instead of words

Question 25

2nd level win lose
stage 4
sympathize with one that believes to be right

Answer 25

coalitions

Question 26

2nd level win lose
stage 5
the loss of trust is complete and moral credibility

Answer 26

loss of face

Question 27

2nd level win lose
stage 6
parties start to issue threats

Answer 27

threat strategies

Question 28

3rd level use lose
stage 7
damage the opponent

Answer 28

limited destruction

Question 29

3rd level
stage 8
the opponent is to be annihilated by all means

Answer 29

total annihilation

Question 30

3rd level
stage 9

From this point personal annihilation is accepted in order to defeat the opponent.

Answer 30

together in the abyss

Question 31

5 conflict managment styles (Ieast to greatest)

Answer 31

1. turtle (avoiding)
2. Shark (Competing)
3. Teddy Bear (Accommodating)
4. Owl (Collaborating)

Question 31

what causes a win win situation

Answer 31

collaborations (owl)