Relational Influences: Conflict

Question 1

Conflict

Answer 1

Disagreement that occurs when there is a perception that two parties have incompatible goals, ideas or behaviours, resulting in tension

Question 2

Mirror Image Perceptions

Answer 2

The reciprocal (and distorted) views of one another often held by parties in conflict

Question 3

Three Solutions to Resolve Conflict

Answer 3

• Imposed
• Distributive
• Integrative

Question 4

Integrative Solution (win-win)

Answer 4

The solution involves understanding both parties motives, values or goals to determine how both parties can best benefit

Question 5

Disadvantages of Integrative Solution

Answer 5

Requires questioning and communication between parties, so it takes longer

Question 6

Imposed Solution (lose-win)

Answer 6

Dictated solutions by either the stronger side or a third party

Question 7

Disadvantages of Imposed Solution

Answer 7

• Neither or only one party may get what they want
• Parties do not have control over the decision
• Parties don’t develop skills to resolve conflict

Question 8

Distributive Solution (lose-lose)

Answer 8

Involves a compromise so both parties get something from the conflict, but neither are completely satisfied with the outcome

Question 9

Disadvantages of Distributive Solution

Answer 9

• Neither party is completely satisfied

- There is reduced communication

Question 10

Empiricle Evidence for Solutions: Follett (1940)

Answer 10

• Sisters fought over orange
• Resulted in distributive solution
• Could have been integrative if communication was used

Question 11

Techniques for Resolving Conflict

Answer 11

• Mediation
• Arbitration
• Negotiation
• Counselling

Question 12

Negotiation

Answer 12

The process by which parties that have some shared interests and some opposed interests strive to reach an agreement

Question 13

Advantages of Negotiation

Answer 13

• Cheaper, as there is no third party
• Maintains privacy
• Parties are more likely to adhere to the solution

Question 14

Disadvantages of Negotiation

Answer 14

• Power differential leads to win-lose
• Slower
• Parties must put aside emotional bias

Question 15

Counselling

Answer 15

Counsellor works with one or both parties to give them the skills to solve the conflict and any future conflicts

Question 16

Advantages of Counselling

Answer 16

• Gives parties the skills to resolve future conflicts
• Rebuilds relationships
• Promotes active listening

Question 17

Disadvantages of Counselling

Answer 17

• Costly
• Takes time
• May be difficult to find suitable counsellor

Question 18

Mediation

Answer 18

The process by which a third party helps two parties in conflict to reach a voluntary agreement

Question 19

Advantages of Mediation

Answer 19

• Mediators arrange times, venues and agenda’s to prevent further conflict
• Maintains or improves relationships
• Less likely for conflict to go unresolved

Question 20

Disadvantages of Mediation

Answer 20

• Expensive, as mediators are often ex-judges or lawyers

Question 21

Arbitrators

Answer 21

• A third party imposes a solution after listening to the conflicting parties present their cases

Question 22

Advantages of Arbitration

Answer 22

• Parties don’t have to interact if hostile

- Results in an impartial decision

Question 23

Disadvantages of Arbitration

Answer 23

• One party loses, so conflict may reoccur

- Withheld information can lead to a wrong decision