Lecture 8 Flashcards
What are factors that may prompt organizational conflict
heavy workloads
understaffing
new employees/leaders
scheduling disagreements
new procedures
class conflict
industry change
medication errors
What are the five conflict models
avoidance
accommodation
compromise
competing
collaboration
How does the avoidance model deal with conflict
unassertive and uncooperative
do not pursue their own goals of the goals of others
do not deal with conflict
How does accommodation approach conflict
unassertive and highly cooperative
self-sacrifice
work to fulfill another’s directives even if they do not agree with them
How does the compromise model approach conflict
moderate assertiveness and cooperativeness
common ground solution
tend to give up more ground than competing mode to preserve relationships
How does the competing model approach conflict
assertive and uncooperative
win at all costs regardless of effect on the other party
deploys all tools available to achieve victory
How does collaboration model approach conflict
assertive and cooperative
find solution that is mutually satisfying for all parties
understand opposing points of view to reach consensus
How does one employ a collaborative conversation
identify the problem and who ‘owns’ it
identify all possible solutions
decide which solution is best
determine how to implement the solution
assess the outcome of the solution
How do you enable employees to manage conflict
establish organizational protocols for managing conflict
equip employees with the tools and confidence necessary to manage conflict
screen for conflict competence during hiring and promotion processes
parties in conflict must first exhaust their ability to reach consensus
conflict escalation protocol
conflict resolution transparency
What are the steps of principled negotiation
- uncouple parties from the problem
- target underlying concerns
- develop joint solutions
- apply standards
How do you uncouple parties from the problem
negotiate with the parties that you will likely have ongoing relationships with
use active listening
frame assertive negotiation positions and counter positions
diffuse emotions
How do you target the underlying concerns
what people say they want versus what they really need
potential solutions should target underlying concerns
How do you develop joint solutions
generate a list of possible solutions
consider the physical environment
idea generation is a creative process
detailed issue examination to increase ideas
How do you apply standards
objective standards(criteria both parties can agree upon)
personal standards (each party’s best alternative to the negotiated agreement)
helps to ensure fairness and whether solutions meets personal expectations
What is counter-manipulation
when one party attempts to manipulate the other
