Chapter 13-Conflict & stress

Question 1

Interpersonal conflict

Answer 1

process that occurs when a person/group frustrates the goal attainment of another OR perceived attacks on self esteem or integrity i.e. bullying

Question 2

Causes of interpersonal conflict

Answer 2

Group identification and intergroup bias
interdependence
Differences in power, status and culture
ambiguity
scarce resources

Question 3

Group identification and intergroup bias

Answer 3

positive view of in-group

and negative view of out-group

Question 4

interdependence

Answer 4

individuals are mutually dependent on each other to accomplish their own goals (abuse of power in this context –>conflict)

Question 5

ambiguity

Answer 5

ambiguous goals, jurisdictions or performance criteria–> difficulty to control responsibility

Question 6

scarce resources

Answer 6

differences in power are magnified when common resources are in short supply

Question 7

Types of conflict

Answer 7

relationship related
task related
process related

Question 8

Managing conflict CACAC

Answer 8

• Competing
• Accomodating
• Compromise
• Avoiding
• Collaborating

Question 9

Competing

Answer 9

Conflict management style maximizes assertiveness for your own position and minimize cooperation response–> the conflict defined in strict win-lose terms

Question 10

Accomodating

Answer 10

CMS in which one party cooperates with another without being assertive of its own interest (can be seen as weakness)

Question 11

Compromise

Answer 11

CMS with intermediate levels of assertiveness and cooperation (satisficing approach), not most creative

Question 12

Avoiding

Answer 12

CMS where low assertiveness of one’s own interest and low cooperation

Question 13

Collaborating

Answer 13

CMS that maximizes assertiveness and cooperation: problem solving approach and find win-win solution that fully satisfies both parties

Question 14

Positive effect of stimulating conflict

Answer 14

conflict -> change -> adaptation -> survival

Question 15

stressors

Answer 15

environmental events or conditions that have potential to induce stress

Question 16

stress

Answer 16

psychological reaction to the demands from stressor -> feel tense or anxious if cannot fully manage

Question 17

Stress reaction

Answer 17

behavioural, psychological and physiological consequences of stress

Question 18

Personality and stress

Answer 18

locus of control, type A behaviour pattern and negative affectivity: all of these can influence the perception and reaction to stressor, and reaction to felt stress

Question 19

Executive and managerial stressors

Answer 19

make key decisions and direct the work of others

Question 20

Role overload

Answer 20

one must perform too many tasks in too short a time period

Question 21

Operative-level stressors

Answer 21

high stress when high demands while little control over work decisions

Question 22

Boundary role stressors, burnout and emotional labour

Answer 22

boundary roles: when interact with public

more stress because they have the stress from company as well as environment

Question 23

Mobbing

Answer 23

of individuals gang up on a particular employee –> stress due to incapacity to deal with perpetrator

Question 24

Behavioural reactions

Answer 24

due to problem-solving, performance, withdrawal and use of substance

Question 25

Psychological reactions

Answer 25

involve emotions and thought processes (or speech and actions) such as defense mechanisms

Question 26

Defense mechanisms

Answer 26

Rationalization
Projection
Displacement
Reaction formation
Compensation

Question 27

Rationalization

Answer 27

attribute socially acceptable rasons to make it appear reasonable

Question 28

projection

Answer 28

attributing one’s undesirable ideas and motives to others so they seem less negative

Question 29

Displacement

Answer 29

directing anger at “safe” target instead of where they may be punished

Question 30

Reaction formation

Answer 30

expressing oneself as the opposite of how one is truly feeling, instead of risking negative reactions

Question 31

compensation

Answer 31

apply one’s skill in one area to make up for failure in another

Question 32

Physiological reactions

Answer 32

double risk of heart attacks

respiratory and bacterial infections