5. Conflict Management Flashcards
(13 cards)
What is conflict?
Conflict is a clash of opinions, values, needs or goals
What are the levels, a conflict moves through before reaching a crisis level?
- Discomfort is felt
- An incident occurs
- Escalates into a misunderstanding
- Tension arises
- Crisis can lead to damaged relationships
What are the sources of conflict according to Moore’s Pizza?
- Data
- Interest
- Structural
- Value
- Relationships
What are the two types of conflict?
- Functional conflict (constructive conflict)
2. Dysfunctional conflict (destructive conflict)
There are three responses to conflict, what are they?
Fight (Win-Lose), Flight (Lose-Win) and Flow (Win-Win)
What are the conflict resolution types?
- Avoidance
- Accommodation
- Competition
- Collaboration
- Compromise
When is collaborating appropriate?
When long term relationship between parties is important
When is compromising appropriate?
When opponents with equal power are committed to mutually exclusive goals
When is avoiding appropriate?
When an issue is genuinely trivial, or when more important issues are pressing
When is accommodating appropriate?
When the issue at hand is of minimal importance to you but significant to other party
When is competition appropriate?
When quick decisive action is vital
What is negotiation?
interactive process in which two or more parties who have different preferences aim to resolve differences, make joint decisions and come to an agreement.
What are the two types of negotiation?
Position-based negotiation
Interest-based negotiation
