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Interpersonal > Managing Conflict > Flashcards

Managing Conflict Flashcards

1
Q

Conflict can decrease

A
  • Productivity
  • Moral Engagement
  • Retention
  • Increases risk of lawsuit and violence
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2
Q

How to tell what type of conflict it is

A
  • What they are
  • Who is involved
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3
Q

Resolving task conflict

A
  • Time consuming
  • Requires negotiation or consensus building to establish a best path forward
  • Some level is acceptable
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4
Q

Benefits of task conflict

A

Can sometimes lead to discovering new ways to do things - efficient and innovative approaches

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5
Q

What can be disguised as task conflict

A
  • Interpersonal conflicts
  • Will go on for a while if treated as a task conflict as real issue has not been resolved
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6
Q

Interpersonal conflicts

A
  • Requires at least one of the parties in the conflict to have EI or skill at negotiating or intervention of a leader
  • Some level is acceptable
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7
Q

Intragroup conflict

A
  • Conflicts within a team
  • Usually about competition for limited resources or conflicting goals
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8
Q

Intergroup conflict

A
  • Conflict between the team and an outside group (even different departments)
  • Resolved with negotiation, may require intervention from third party not involved with conflict.
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9
Q

Conflict resolution tactics include

A
  • Accommodate (or smooth)
  • Assert (or force)
  • Avoid
  • Collaborate (or confront)
  • Compromise
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10
Q

Accommodate conflict resolution tactic

A
  • Or smooth
  • Leader restores good relations by emphasizing agreement and downplaying disagreement
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11
Q

Accommodate conflict resolution tactic is useful when

A

There is little time to be lost - forward momentum is needed

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12
Q

Accommodate conflict resolution tactic disadvantage

A
  • Does not address the root conflict
  • If group continues, the conflict will probably recur
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13
Q

Assert conflict resolution tactic

A
  • Or force
  • Leader imposes a solution “win/lose” (one side wins the other loses)
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14
Q

Assert conflict resolution tactic is useful when

A
  • There is a crises and the issue needs resolved quickly
  • When authority is being challenge
  • Impact on the future relationships with the group is minimal
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15
Q

Assert conflict resolution tactic disadvantage

A

It does not permanently address the problem

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16
Q

Avoid conflict resolution tactic

A
  • Leader withdraws from the situation or accepts it
  • Conflict is left to be resolved by others or remain unresolved.
17
Q

Avoid conflict resolution tactic is useful when

A
  • Conflict will resolve soon without any direct intervention
  • When conflict or relationship is not worth time investment
18
Q

Avoid conflict resolution tactic disadvantages

A
  • Weakens the leader’s role in the organization
  • May damage the group by leading problem unresolved or allowing it to be poorly resolved
19
Q

Collaborate conflict resolution tactic

A
  • Or confront
  • The leader and those in conflict accept the fact that they disagree and look for a “third way,” a new solution to the problem of the conflict.
  • Both sides contribute to the solution,“win/win”
20
Q

Collaborate conflict resolution tactic is useful when

A
  • The stakes are high
  • Relationships are important
  • Time allows
  • There is strong interpersonal skills
  • Greater chance for having a mutually satisfying resolution
21
Q

Compromise conflict resolution tactic

A
  • Leader asks those in conflict to bargain—altering positions on different issues until a mutually acceptable solution is defined.
  • Solution relies on concessions. “lose/lose”
22
Q

Compromise conflict resolution tactic is useful when

A
  • There are complex issues
  • Both sides are determined to win
  • Time does not allow for true problem solving
23
Q

Compromise conflict resolution tactic disadvantages

A
  • Solutions may be temporary and only partially effective
  • Does not preserve egos of all parties when strong personalities are involved
24
Q

Best conflict resolution approach with ongoing relationships

A

Collaborative - all sides participate in the solution

25
Q

Collaborative approach to conflict resolution process

A
  1. Both sides express their own perspectives of the disagreement.
  2. Both sides paraphrase each other’s positions to confirm their understanding.
  3. Both sides (and the facilitator) brainstorm solutions in a positive manner and focus on solutions that both sides believe are workable.
  4. All parties agree on next steps.
  5. The facilitator works to end the meeting in a positive manner, emphasizing the advantages of the new solution to each side and to the organization and the benefits of the collaborative approach.
26
Q

Challenges of conflict resolution in global organization

A
  • Take into account employee willingness to raise issues and challenge those with more status
  • Some cultures are more comfortable with challenge
27
Q

How HR can eliminate conflict

A
  • Clarity and communication
    • Establishing rules of conduct
    • Clarifying authority and responsibility
    • Setting objectives with input from all
    • Consider effects of decisions and actions on others
    • Create avenues for communication
    • Monitoring and checking on team members periodically
28
Q

Team leaders can reduce conflict on their teams by

A
  • Acting fairly and consistently
  • Being positive and unify team on common goal
  • Pay attention to stress levels
  • Being attentive to group differences and potential for conflicts
  • Distributing opportunities among team members and treating all equally while avoiding favoritism

Interpersonal (9 decks)

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