Module 8

Question 1

What is conflict in organizations

Answer 1

A state of discord caused by an actual or perceived opposition of needs, values or interests between people working together.

Question 2

Simple conflict

Answer 2

Different view points or goals

Question 3

Pseudo conflict

Answer 3

Miscommunication

Question 4

Ego conflict

Answer 4

Issues of inadequacy of the opposing party and can include personal attacks.

Question 5

Is conflict a good thing in an org

Answer 5

Yes, it can be constructive when it brings awareness to how each team member experience work and improves productivity

Question 6

Five most common triggers for conflict?

Answer 6

Personal, informational deficiencies, role incompatibility, scarcity of resources, structural

Question 7

Anchoring bias

Answer 7

The sales person throws a high number to make the original price (the actual price) seem lower

Question 8

Framing

Answer 8

Presentation matters

Question 9

First impression bias

Answer 9

More weight is given to first data presented

Question 10

Shared negotiation

Answer 10

Two parties in a negotiation

Question 11

Overconfidence bias

Answer 11

I won once I will win again

Question 12

What are three avenues that teams can use to mitigate conflict?

Answer 12

Smoothing, yielding, avoiding

Question 13

Smoothing

Answer 13

Minimizing the differences between people who have conflict with each other

Question 14

Yielding

Answer 14

Giving in

Question 15

What are the five ways to manage conflict

Answer 15

1. Work with the facts 2. Share common goals 3. Use humor appropriately 4. Maintain balanced power structure 5. Resolve issue without forcing consensus

Question 16

3 common possibilities that make conflict challenging for leaders

Answer 16

1. Lack of courage and fear conflict will escalate (this leads to blame, high emotions, allegations of bullying) 2. Poor recruitment practices and a confusing HR policy 3. Lack of training and support

Question 17

8 behaviors that allow leaders to be effective at conflict

Answer 17

Be candid
Receptive
Depersonalize 
Listen
Be clear
Outlaw triangulation 
Be amenable recognize and reward

Question 18

Be candid

Answer 18

Don’t hesitate to put issues on the Table to be discussed

Question 19

Outlaw triangulation

Answer 19

Prevent team members from ganging up on others

Question 20

2 dimensions of behavior that characterize the five different conflict handling modes

Answer 20

Assertiveness and cooperativeness

Question 21

Assertiveness

Answer 21

Will try to fulfill their own concerns

Question 22

Name a situation when the leader would use a competing strategy

Answer 22

When immediate decision is needed

Question 23

Name a situation when a leader would use the avoiding strategy

Answer 23

Emotions are venerated and everyone involved needs to calm down to have productive discussions

Question 24

What is the essential quality in resolving conflict?

Answer 24

Shifting from Judgement to curiosity

Question 25

3 steps when brainstorming solutions for conflict

Answer 25

Sort through ideas, set goals,develop action plan, create short achievable steps to overall goal

Question 26

Conflict resolution discussion techniques

Answer 26

Treat person with dignity and respect. Thank them for discussing the issue with you

Question 27

Integrative approach

Answer 27

Focused on the issue to be solved and aim to find resolutions that meets everyone’s needs

Question 28

Main 3 conflict resolution strategies

Answer 28

Integrative approach, distributive approach, meditative sirocco

Question 29

Distributive approach

Answer 29

Find ways to divide a fixed number of a positive outcomes where one said comes ahead of another