Lesson 14 - Conflict Management Flashcards
CONFLICT
The psychological and behavioral reaction to a perception that another person is keeping you from reaching a goal, taking away your right to behave in a particular way, or violating the expectancies of a relationship
* can stimulate new ideas
* a process
Dysfunctional conflict
Conflict that keeps people from working together, lessens productivity, spreads to other areas, or increases turnover
Functional conflict
Conflict that results in increased performance or better interpersonal relations.
Types of conflict
Interpersonal conflict
conflict between two people
Types of conflict
Individual–group conflict
conflict between an individual and the other members of a group
Types of conflict
Group–group conflict
conflict between two or more groups
Forms of Conflict
Task conflict
a conflict regarding the goals and content of the work
Forms of Conflict
Process conflict
refers to the disagreement on how to achieve goals and actually do the work
Forms of Conflict
Relationship conflict
it involves when parties have interpersonal conflict
Causes of Conflict
Competition for resources
A cause of conflict that occurs when the demand for resources is greater than the resources available
Causes of Conflict
Task interdependence
A potential source of conflict that arises when the completion of a task by one person affects the completion of a task by another person.
Causes of Conflict
Jurisdictional ambiguity
Conflict caused by a disagreement about geographical territory or lines of authority.
Causes of Conflict
Communication barriers
Physical, cultural, and psychological obstacles that interfere with successful communication and create a source of conflict.
Causes of Conflict
perfection
obsessed with completing a task correctly
Causes of Conflict
control
are obsessed with completing a task and take great pride in getting a job done quickly
Causes of Conflict
approval
obsessed with being liked (Yes person)
Causes of Conflict
attention
obsessed with being appreciated (grenade - throws a tantrum)
Conflict Styles
Avoiding style
The conflict style of a person who reacts to conflict by pretending that it does not exist
- Withdrawal
- Triangling
Conflict Styles
Withdrawal
An approach to handling conflict in which one of the parties removes him/herself from the situation to avoid the conflict
Conflict Styles
Triangling
An employee discusses a conflict **with a thirdparty **such as a friend or supervisor. In doing so, the employee hopes that the third party will talk to the second party and that the conflict will be resolved without the need for the two parties to meet.
Conflict Styles
Accommodating style
The conflict style of a person who tends to respond to conflict by giving in to the other person.
Conflict Styles
Forcing style
The conflict style of a person who responds to conflict by always trying to win
* Winning at all costs - An approach to handling conflict in which one side seeks to win regardless of the damage to the other side.
Conflict Styles
Collaborating style
The conflict style of a person who wants a conflict resolved in such a way that both sides get what they want
Conflict Styles
Compromising style
A style of resolving conflicts in which an individual allows each side to get some of what it wants.
Conflict Styles
Negotiation and bargaining
A method of resolving conflict in which two sides use verbal skill and strategy to reach an agreement
Conflict Resolution
superordinate goals
goals that the conflicting employees or departments value and whose attainment requires the joint resources and effort of those parties
Conflict Resolution
Reducing differentiation
reducing differences that generates conflict
Conflict Resolution
increasing resources
addressing scarcity by increasing by adding more resources
Conflict Resolution
Clarifying Rules and procedures
minimizing ambiguities by establishing rules and procedures
Conflict Resolution
Negotiation
it is the process in which two or more parties reach agreement even though they have different preferences regarding that issue
Conflict Resolution
Individual differences
assumes that the key to successful negotiation is to select the right person to do the negotiating, one who had the appropriate demographic characteristicsor personality
Conflict Resolution
Situational characteristics
refers to the context within which negotiation takes place
* includes communication between negotiators, potential outcomes of negotiation
Conflict Resolution
Game Theory
a mathematical model used to predict the outcome of the negotiation
Conflict Resolution
Cognitive Approaches
recognizes that negotiators often depart from perfect rationality during the negotiation
Conflict Resolution
Win-win negotiation
- developed by Ross Reck
- opportunity for both sides to be winners
