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Leveraging Human Capital (HRM) > WEEK 8: CONFLICT > Flashcards

WEEK 8: CONFLICT Flashcards

1
Q

What is conflict?

A
  1. A state of opposition or hostilities
  2. A clashing of opposed principles
  3. The opposition of incompatible wishes or needs in a person
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2
Q

What are 6 positives to conflict?

A

1) Increased involvement - opportunity to share ideas and voice opinions and gain an insight into others
2) Increased cohesion - opportunity to build strong bonds and learn to resolve differences
3) Increased creativity and innovation - leads to new and different ideas
4) Positive personal growth and change - learning own strengths and weaknesses
5) Clarification of key issues - through discussion members focus on real areas of conflict
6) Values clarification - knowing yourself and others, including values and beliefs

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3
Q

What are 5 negatives to conflict?

A

1) Unresolved anger - feeling that concerns have not been addressed
2) Personality clashes - lack of understanding of different personality traits and styles
3) Low self-esteem or self-confidence - members gain a diminished sense of worth
4) Unclear or opposing views on responsibilities - different expectations of roles
5) Problems of efficiency - members decide they are unable or unwilling to work together leading to poor use of existing resources
6) Unfinished business - members are unclear about the issues, and are unable to move forward

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4
Q

What are the 5 sources of conflict?

A
  1. Limited resources
  2. Differences in goals and objectives
  3. Miscommunication
  4. Values, attitudes and perceptions
  5. Personality clashes
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5
Q

What is transactional analysis?

A

The method for studying interactions between individuals, based on the idea that we have 3 ego states to our personalities (parent, adult and child).

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6
Q

What is the parent ego state?

A

Behaviours, thoughts and feelings copied from our parents and parental figures

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7
Q

What is the adult ego state?

A

Behaviours, thoughts and feelings which are in direct response to the here and now

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8
Q

What is the child ego state?

A

Behaviours, thoughts and feelings replayed from our childhood

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9
Q

What are the 2 types of parent?

A

Critical and nurturing

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10
Q

What are the 2 types of child?

A

Adapted and rebel/free

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11
Q

What are the characteristics of the parent state?

A

Critical: judgemental, controlling, inflexible but assertive, reliable and fair
Nurturing: over protective and smothering, but comforting, encouraging and empathic

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12
Q

What are the characteristics of the adult state?

A

Rational, problem-solving, respectful

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13
Q

What are the characteristics of the child state?

A

Adapted: submissive, anxious, defiant, but cooperative and considerate
Rebel/free: inconsiderate, selfish, reckless, but curious, energetic and imaginative

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14
Q

What is a complimentary transaction?

A

when two people’s ego states are sympathetic or complementary to one another e.g. child to child

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15
Q

What is a crossed/ blocked transaction?

A

happens when person 1 says something from one ego state, and receives a different response than he/she is expecting

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16
Q

What is an ulterior transaction?

A

When we say one thing but mean another

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17
Q

What is congruence?

A

The state of agreement of communication, thought and action

18
Q

What is mediation?

A

A dynamic, structured, interactive process where a neutral third party assists disputing parties in resolving conflict through the use of specialised communication and negotiation techniques

19
Q

What are 5 principles of mediation?

A
  • Confidentiality
  • Impartiality
  • Joint decision making
  • Voluntary participation
  • Fairness
20
Q

What are the 6 steps to successful mediation?

A

1) agree to mediate
2) storytelling and gathering points of view
3) focus on interests and needs
4) create a win-win solution
5) evaluate options
6) create an agreement

21
Q

What is conflict at work?

A

A condition between workers whose jobs are interdependent, who feel angry, who perceive the other(s) as being at fault and who act in ways that cause a business problem

22
Q

What is relationship conflict?

A

interpersonal incompatibilities involving tension and friction, and feelings such as annoyance and frustration

23
Q

What is task conflict?

A

Clashes of viewpoints or opinions about what to do

24
Q

What is process conflict?

A

Disagreements about how to complete a task

25
Q

What is a dispute?

A

Where either a formal grievance has been lodged or formal procedures started in relation to conduct, capability or absense

26
Q

What are some causes of workplace conflict?

A
  • Poor management
  • personality clashes
  • harassment
  • promotions
  • unfair treatments
  • unclear job roles
27
Q

What are some impacts of conflict on organisations?

A
  • Absenteeism
  • turnover
  • loss of trust
  • under performance
  • unworkable relationships
  • legal disputes
28
Q

What are 3 positive benefits of well handled conflict?

A
  • Healthy exchange of ideas
  • helps people to understand each other better
  • people feel listened to
29
Q

What are 4 negative impacts of poorly handled conflict?

A
  • Employee dissatisfaction
  • damages relationships
  • reputational damage
  • reduced productivity
30
Q

What are some personal impacts of conflict?

A
  • Motivation
  • productivity
  • engagement
  • relationships
31
Q

Definition of employee engagement

A

A positive attitude held by the employe towards the organisation and its values

32
Q

What is the psychological contract?

A

Represents the mutual beliefs, perceptions and informal obligations between an employer and an employee

33
Q

What can a positive psychological contract do?

A
  • Improve employee commitment
  • enable people to realise their potential
  • have a positive impact on business performance
34
Q

What is the purpose of disciplinary processes?

A

The main purpose of operating a disciplinary procedure is to encourage improvement in an employee whose conduct or performance are below acceptable standards.
Principles: investigate, inform employees, allow response, accompaniment, appeal rights
- Should be considered a last resort

35
Q

What is a grievance?

A

A grievance is a formal complaint that is raised by an employee towards an employer within the workplace

  • Aims to resolve matters as close to source as possible
  • informal resolution should be sought, formal procedures are a last resort
  • formal procedure: lodge in writing, hold a meeting, allow an appeal
36
Q

What is mediation?

A

A confidential and voluntary process in which a neutral person helps people in dispute to explore and understand their differences so that they can find their own solution

37
Q

What are the advantages of formal procedures?

A
  • provide a fair and open process
  • provide a redress for unfair treatment
  • provide a degree of closure
38
Q

What are the disadvantages of formal procedures?

A
  • can be adversarial and lead to escalation
  • often a win/lose outcome
  • time consuming and costly
39
Q

What are the advantages of mediation?

A
  • increased emphasis on resolution and improving relationships
  • helps develop trust between parties
  • saves time and money
  • less stressful than formal procedures
40
Q

What are the disadvantages of mediation?

A
  • trade unions can be sceptical
  • managers can see it as undermining their authority or can abdicate their responsibility
  • of questionable use in disciplinary situations
41
Q

How might leaders respond to conflict?

A

1) Knowledge - leaders need to know about people and organisations
2) Behaviours - leaders need to own and understand their own behaviours

42
Q

What are 10 traits of courageous leaders?

A
  1. confront reality head on
  2. seek feedback and listen
  3. say what needs to be said
  4. encourage push back
  5. take action on performance issues
  6. communicate openly and frequently
  7. lead change
  8. make decisions and move forward
  9. give credit to others
  10. hold yourself and others to account

Leveraging Human Capital (HRM) (5 decks)

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