Conflict management - midterm Flashcards
Define:
Conflict management is the process by which disputes are resolved, where negative results for the organization are minimized and positive results are prioritized.
Conflict Management
Sources of Conflict (8)
- Defining task goals
- differing process goals
- poor communication
- tall interdependence
- resource constraints
- Change
7.Differing values - Interpersonal differences
sources of conflict:
disagreements over what is to be accomplished
defining task goals
sources of conflict
disagreements over how to accomplish task or goals
differing process goals
sources of conflict
when ppl lack necessary information, are misinformed, interpret information differently or disagree about which data is relevant
poor communication
sources of conflict
when one person or unit is dependent on another for resources or information, the potential for conflict increases
task interdependence
sources of conflict
incompatible needs or competition over perceived or actual limited resource
resource constraints
sources of conflict
the uncertainty of change often creates conflict and changes the relative importance of different organizational groups
change
sources of conflict
perceived or actual incompatabilies in beliefs about what is good/bad, right/wrong, or fair/unfair.
differing values
sources of conflict
differences in motivation, aspirations, or personality
interpersonal differences
Conflict De- escalation Behaviors
DO’S
- be an empathetic listener
- Focus your attention on the other person
- use delay to create time to diffuse emotions
- control your body language; relate, eye contact
- remind both parties that a win-win solution can be found
- stay focused on issues, not emotions
Conflict De-escalation Behaviors
AVOID
- raising your voice
- Rejecting all requests from the start
- challenging, threatening, daring
- communicating hostility verbally or through body language
- blaming either party or saying anything would cause the parties to lose face
- Minimizing the situation or the conflict
Conflict management strategies (4)
accommodating, avoiding, compromising competing, collaboration
Win- Win negotiation principles
- separate the ppl form the problem. Separate substantive issues from relationship issues. deal with them independently
- Focus on interests, not position. Negotiate about things that ppl want or need, not what they say they want.
- Invent options for mutual gain. look for new solutions
- Insist on objective fairness criteria. terms of a company
Definition:
Involves a third party in a negotiation to overcome a stalemate between the parties
Alternative Dispute Resolution
Forms of alternative dispute resolution (4)
- Conciliation
- Mediation
- Arbitration
- Ombudsman
Forms of alternative dispute resolution (1)
A third party builds a positive relationship between the parties and directs them toward a satisfactory settlement
Conciliation
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
mediation
Forms of alternative dispute resolution (3)
A third party is involved and usually has the authority to impose a settlements on the parties.
Arbitration
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
Ombudsman
1st level win win
stage 1
start of a conflict and the clash of opinions
tension
1st level win win
stage 2
defending your opinion and try to persuade the other side
debate
1st level win win
stage 3
both parties increase the pressures to assert their own opinions
actions instead of words
2nd level win lose
stage 4
sympathize with one that believes to be right
coalitions
2nd level win lose
stage 5
the loss of trust is complete and moral credibility
loss of face
2nd level win lose
stage 6
parties start to issue threats
threat strategies
3rd level use lose
stage 7
damage the opponent
limited destruction
3rd level
stage 8
the opponent is to be annihilated by all means
total annihilation
3rd level
stage 9
From this point personal annihilation is accepted in order to defeat the opponent.
together in the abyss
5 conflict managment styles (Ieast to greatest)
- turtle (avoiding)
- Shark (Competing)
- Teddy Bear (Accommodating)
- Owl (Collaborating)
what causes a win win situation
collaborations (owl)
conflict management strategies
This style is about simply putting the other parties needs before one’s own. You allow them to ‘win’ and get
their way.
accommodating
conflict management strategies
This style aims to reduce conflict by ignoring it, removing the conflicted parties, or evading it in some
manner. Team members in conflict can be removed from the project they are in conflict over, deadlines are
pushed, or people are even reassigned to other departments
avoiding
conflict management strategies
seeks to find the middle ground by asking both parties to concede some aspects of their desires so
that a solution can be agreed upon
also known as lose lose
Compromising
conflict management strategies
rejects compromise and involves not giving in to others’ viewpoints or wants. One party stands firm
in what they think is the correct handling of a situation, and does not back down until they get their
competing
This style produces the best long-term results, but at the same time it is often the most difficult and time-
consuming to reach. Each party’s needs and wants are considered, and a win-win solution is found so that
everyone leaves satisfied. This often involves all parties sitting down together, talking through the conflict and
negotiating a solution together
collaboration
situational leadership
extent to which the leader
engages in open dialog with the
follower, actively listens and
provides recognition and
reinforcement for task-related
progress.
relationship/ supportive behavior
situational leadership
extent to which the
leader tells the follower
what to do, how to do it,
where it needs to be done
and when it needs to be
completed
task / directive behavior
