ch 10 conflict and negotiations

Question 1

conflict

Answer 1

a process that involves people disagreeing

Question 2

loci of conflict

Answer 2

intrapersonal conflict
interpersonal conflict
intergroup conflict

Question 3

intrapersonal conflict

Answer 3

arises within a person

Question 4

interpersonal conflict

Answer 4

among individuals such as coworkers, a manger and an employee, or CEOs and their staff

Question 5

intergroup conflict

Answer 5

conflict that takes place among different groups
- different departments or divisions in a company, and employee union and management, or competing companies that supply the same customers

Question 6

6 common causes of conflict

Answer 6

• organizational structure
• limited resources
• task interdependence
• incompatible goals
• personality differences
• communication problems

Question 7

positive outcomes of conflict

Answer 7

• consideration of a broader range of ideas, resulting in a better, stronger idea
• surfacing of assumptions that may be inaccurate
• increased participation and creativity
• clarification of individual views that build learning

Question 8

negative outcomes of conflict

Answer 8

• increased stress and anxiety among individuals, which decreases productivity and satisfaction
• feelings of being defeated and demeaned, which lowers individuals’ morale and may increase turnover
• a climate of mistrust, which hinders the teamwork and cooperation necessary to get work done

Question 9

conflict management

Answer 9

resolving disagreements effectively

Question 10

ways to manage conflict

Answer 10

• change the structure
• change the composition of the team
• create a common opposing force
• consider majority rule
• problem solve

Question 11

conflict-handling styles

Answer 11

• avoidance
• accommodation
• compromise
• collaboration
• competition

Question 12

avoidance

Answer 12

uncooperative and unassertive
seek to avoid conflict altogether by denying that it is there

Question 13

accommodating

Answer 13

cooperative and unassertive
gives in to what the other side wants, even if it means giving up one’s personal goals

Question 14

compromise

Answer 14

middle-ground
have some desire to express their own concerns and get their wat but still respect the other person’s goals

Question 15

competition

Answer 15

want to reach their goal or get their solution adopted regardless of what others say or how they feel

Question 16

collaborating

Answer 16

high assertiveness and cooperation
use for achieving the best outcome for conflict
both sides argue for their position, supporting it with facts and rationale while listening attentively to the other side

Question 17

negotiation

Answer 17

a process whereby two or more parties work toward an agreement

Question 18

five phases of negotiation

Answer 18

• investigation
• determine your BATNA
• presentation
• bargaining
• closure

Question 19

investigation

Answer 19

info gathering stage
- what are your goals for the negotiation
- what do you want to achieve
- what would you concede/absolutely not concede

Question 20

determine you BATNA

Answer 20

best alternative to a negotiated agreement

Question 21

presentation

Answer 21

assemble the info gathered in a way that supports your position

Question 22

bargaining

Answer 22

each party discusses their goals and seeks to get an agreement
concessions - giving up one thing to get something else in return

Question 23

closure

Answer 23

you and the other part have either come to an agreement on the terms, or one party has decided that the final offer is unacceptable and therefore must be walked away from

Question 24

negotiation strategies

Answer 24

distributive approach
integrative approach

Question 25

distributive approach

Answer 25

traditional fixed-pie approach
each tries to get more of the pie and ‘win’

Question 26

integrative approach

Answer 26

both parties look for ways to integrate their goals under a larger umbrella
looks for ways to expand the pie, so that each party gets more

Question 27

avoiding common mistakes in negotiations

Answer 27

• failing to negotiate/accepting the first offer
• letting your ego get in the way
• having unrealistic expectations
• getting overly emotional
• letting past negative outcomes affect the present ones

Question 28

alternative dispute resolution (ADR)

Answer 28

mediation, arbitration, and other ways of resolving conflicts with the help of a specially trained, neutral third part without the need for a formal trial or hearing

Question 29

mediation

Answer 29

an outside third part (the mediator) enters the situation with the goal of assisting the parties in reaching an agreement
the mediator can facilitate, suggest, and recommend. Works with both parties to reach a solution but does not represent either side, rather help the parties share feelings, air and verify facts, exchange perceptions, and work toward agreements

Question 30

arbitration

Answer 30

parties submit the dispute to the third-party arbitrator
arbitrator makes the final decision - award that is made is writing and are binding to the parties involved in the case

Question 31

types of conflict

Answer 31

• task
• relationship
• process

Question 32

collectivist cultures

Answer 32

• relationship preservation and peace
• compromise of avoidance
• promote good of group

Question 33

individualistic cultures

Answer 33

• confront difference directly and openly
• competing tactics