Conflict Resolution/management

Question 1

Intrapersonal

Answer 1

conflict within yourself

Question 2

Interpersonal

Answer 2

conflict between two or more people

Question 3

Intergroup

Answer 3

conflict between two or more groups of people,

Ex) democrats vs. republicans

Question 4

Accommodation

Answer 4

high cooperation, low competitiveness. Letting the other win. Acknowledges there’s an issue but is more important to the other party .

Question 5

avoidance

Answer 5

low cooperation, low competitiveness. Ignoring the conflict. Lead to unresolved conflict

Question 6

competition

Answer 6

high competitiveness, low cooperation. One person wins and the other loses. Effective and necessary when a decision needs to made quickly, When the stakes are high and no other options

Question 7

collaboration

Answer 7

high cooperation and high competitiveness. Doesn’t mean working together. Coming up with a new solution. Valuable when two situations can’t compromise. Satisfying both parties and achieves their goals. Requires high emotional intelligence

Question 8

compromise

Answer 8

we both give up something but also both get something. Mutually exclusive goals.

Question 9

Leadership (macro)

Answer 9

interactive process that provides needed guidance and direction

Question 10

Conflict resolution (micro)

Answer 10

ability to resolve disagreements in regards to significant issues, concerns, or emotional opposition w/ discord between people

Question 11

Conflict occurs because

Answer 11

difference in people’s goals, needs, desires, responsibilities, perceptions, ideas

Question 12

Unresolved conflict leads to

Answer 12

job dissatisfaction, turnover, poor outcomes

Question 13

Resolved conflict leads to

Answer 13

better relationships, feel powerful, competent, creative

Question 14

When is conflict positive?

Answer 14

id new things (ex: leave obsolete practices), sparks creativity (win/win), transform people/change relationships, make us aware/grow/commit to change

Question 15

Keys to successful conflict management

Answer 15

know your own thinking patterns (normal style), understand others’ thinking patterns (how they respond), be able to use different conflict management styles

Question 16

Five styles of conflict management

Answer 16

accommodation, avoidance, compromise, collaboration, competition

Question 17

Taking action in conflict

Answer 17

have a plan of assertiveness. private location, emphasize we need to work this out, acknowledge conflict to resolve before escalation, avoid postponing

Question 18

Working through conflict

Answer 18

open body position/active listening, encourage teamwork - quality outcomes, mutual respect (issue vs person), differentiate need/want, compassion, I statements vs you, focus on behavior

Question 19

Is conflict good or bad?

Answer 19

neither. can produce growth or destruction depending on how managed

Question 20

can conflict be avoided?

Answer 20

no

Question 21

What is the optimal goal in resolving/managing conflict?

Answer 21

win-win solution

Question 22

How do you pick your strategy of conflict resolution?

Answer 22

situation, urgency, power/status of people, maturity, importance of situation

Question 23

What are the three types of conflict?

Answer 23

intrapersonal, interpersonal, intergroup

Question 24

Leader’s role in conflict management

Answer 24

role model. don’t blame others, sarcasm, whine

Question 25

Answer a roommate never cleaning up the kitchen in all five conflict styles.

Answer 25

competition - throw away their stuff, standoff. avoidance - pretend like there’s no problem but angry internally. accommodation - do them yourself. compromise - I clean this week you clean next week. collaboration - paper dishes, do together, cleaning lady