Lecture 3 Conflict

Question 1

Too little conflict can result in _

Answer 1

Organizational stasis.

Question 2

Too much conflict can result in _

Answer 2

Reduced organizational effectiveness with eventual immobilization of employees.

Question 3

Interpersonal conflict is also known as _

Answer 3

Horizontal violence or bullying.

Question 4

Avoiding

Answer 4

1. A conflict resolution strategy in which the parties involved are aware of a conflict but choose not to acknowledge it or attempt to resolve it.
2. Most likely to be used when the conflict is a trivial disagreement.

Question 5

Compromising

Answer 5

1. A type of conflict resolution whereby each party gives up something it wants.
2. Not always an optimal strategy because it can result in lose-lose outcomes, especially if used prior to exploring collaboration.

Question 6

Competing

Answer 6

1. A type of conflict resolution used when one party pursues what it wants at the expense of the others.
2. A win-lose situation; managers may use it when a quick decision has to be made, or when unsafe practices are involved.

Question 7

Accommodating

Answer 7

1. One party sacrifices his or her beliefs and wants to allow the other party to win.
2. The opposite of competing - one person may collect “IOUs” from the other party that can be used at a later date.

Question 8

Smoothing

Answer 8

1. Type of conflict resolution in which an effort is made to reduce the emotional component of the conflict, but not to solve the conflict.
2. One party attempts to compliment the other party; rarely results in resolution of the actual conflict, but may be appropriate for minor disagreements.

Question 9

Collaboration

Answer 9

• Considered the best conflict management strategy*:
  1. An assertive and cooperative means of conflict resolution that results in a win-win solution. All parties set aside their original goals and work together to establish a supraordinate or priority common goal.
  2. A joint effort that requires mutual respect and open, honest communication.

Question 10

Arbitration

Answer 10

1. Both parties in a dispute agree on the selection of a professional mediator who will review the grievance, complete fact-finding, and interview witnesses before coming to a decision.
2. The decision of the arbitrator is binding.

Question 11

Conflict

Answer 11

1. The internal or external discord that occurs as a result of differences in ideas, values, or beliefs of two or more people.
2. Conflict is natural and expected, neither positive nor negative. It can produce growth or destruction, depending on how it is managed.

Question 12

Avoiding or suppressing conflict is considered to be highly _

Answer 12

Nonproductive - suppresses growth, innovation, and productivity; prevents people from learning how to deal with conflict.

Question 13

Intrapersonal conflict occurs _

Answer 13

Within oneself.

Question 14

Stages of conflict resolution

Answer 14

1. Latent conflict - antecedent conditions such as short staffing, budget cuts, etc.
2. Perceived conflict - when conflict is intellectualized.
3. Felt conflict - when conflict is emotionalized (hostility, fear, anger, etc.).
4. Manifest conflict - taking action (withdrawing, debating, seeking resolution, etc.).
5. Conflict aftermath - the positive or negative results of the conflict.

Question 15

The foundation for effective collaboration is _

Answer 15

Emotional maturity.

Question 16

Negotiation

Answer 16

1. Frequently resembles compromise when used as a conflict resolution strategy.
2. Emphasis is on accommodating differences between the parties, but hopefully concluding with a win-win outcome.
3. To negotiate successfully, each party must consider trade-offs and the bottom line.

Question 17

The very least for which a person will settle is often referred to as _

Answer 17

The bottom line (negotiation should not start with this; it is better to start “tough”).

Question 18

_ are secondary gains, often future-oriented, that may be realized as a result of conflict.

Answer 18

Trade-offs.

Question 19

The manager must look for and acknowledge _, the covert intention of the negotiation.

Answer 19

Hidden agendas.

Question 20

Types of alternative dispute resolution (ADR)

Answer 20

1. Mediation.
2. Fact-finding.
3. Arbitration.
4. Ombudsperson.

Question 21

Ombudsperson

Answer 21

An individual, usually working in the community (e.g., nursing homes may have a volunteer ombudsman), who investigates grievances and ensures that individuals understand their rights and how to report and resolve conflicts.

Question 22

The greatest challenge in conflict resolution is often _

Answer 22

Consensus building.

Question 23

The greatest challenge in consensus building is _

Answer 23

Time.

Question 24

The Pareto principle states that _

Answer 24

For many events, roughly 80% of the effects come from 20% of the causes.