Chapter 6

Question 1

Intrapersonal conflict

Answer 1

Primarily within an individual

Question 2

Interpersonal conflict

Answer 2

Primarily between two or more individuals

Question 3

Systemic conflict

Answer 3

A symptom of a wider organisational issue that needs to be addressed

Question 4

Avoiding style

Answer 4

Withdraw from conflict or ignore its existence as best possible. It may be successful if it allows tempers to cool and protagonists to reflect on their position.

Question 5

Competing style

Answer 5

The goal of individuals is ‘to win’ by promoting their own interests and not co-operating, so often some people win and some lose; damaging the organisation. This may be necessary in a crisis where critical or assertiveness is required.

Question 6

Accommodating style

Answer 6

Put the other party’s interests first. Communication issues may mean that neither party is happy. Necessary if the relationship or task is critical and/or the accommodating party has the power

Question 7

Collaborative style

Answer 7

The aim is to find solutions that benefit both parties. Works best where sufficient time is available, and protagonists are open, honest and want to work together

Question 8

Compromising style

Answer 8

The goal is to locate the middle group with each party giving up something, although what is given up may be valuable. Works where the relationship is more important than the issue.

Question 9

Stimulation & orchestration

Answer 9

Encouraging conflict as a means of promoting charge or stimulating new ideas

Question 10

Suppression

Answer 10

Ignore conflicts by smoothing things over or surpassing by force. This is a short-term tactic

Question 11

Reduction

Answer 11

Building on areas of agreement and common objectives and involving compromises

Question 12

Resolution

Answer 12

Establishment of consensus to remove source of conflict , using win-win situations and requiring attitude changes.

Question 13

Satisficing

Answer 13

Involves negotiations between key stakeholders to arrive at an acceptable compromise

Question 14

Sequential attention

Answer 14

Management focus on stakeholder needs in turn

Question 15

Side payments

Answer 15

Involve compensating a stakeholder group because their objective(s) cannot be met

Question 16

Exercise of power

Answer 16

Involves enforcing a resolution by a senior figure utilising their power to implement a decision

Question 17

Reciprocity

Answer 17

People tend to return favours and treat others as they treat us

Question 18

Commitment and consistency

Answer 18

People have a desire to behave consistently

Question 19

Social proof

Answer 19

People are influenced by peer pressure and “safety in numbers”

Question 20

Liking

Answer 20

People are more likely to be influenced by people they like

Question 21

Authority

Answer 21

People feel a sense of duty or obligation to those positions of authority

Question 22

Scarcity

Answer 22

People tend to be more attracted to things with limited availability, or when the opportunity to acquire them on favourable terms is limited.