conflict at work

Question 1

impacts of conflict at work

Answer 1

• distracts employees on tasks -> decrease productivity + wastes resources
• goals may become distorted- task focus shifted to conflict resolution

Question 2

health effects

Answer 2

• physical+psychological health of those involved can suffer
• increased absenteeism, turnover, decreased staff satisfaction

Question 3

-ve outcomes of bullying+harassment

Answer 3

• harms individuals involved mentally+emotionally
• adversely affects overall company functioning
• influences public perception of company -vely

Question 4

levels of group conflict- reasons for conflict

Answer 4

• often due to miscommunication regarding goals/beliefs (work responsibilities)
• inds believe other employees want to -vely effect them

Question 5

conflict may be

Answer 5

• personal
• task related
• procedural issues between employees

Question 6

types of conflict: intra-group

Answer 6

• process conflict: diff opinions on how to complete task
• relationship conflict: personality clashes
• task conflict: disagreement abt actual content of task

Question 7

types of conflict: inter-group

incl. social identity theory

Answer 7

+ve effects: group cohesiveness+loyalty increase
-ve effects: ‘us’ and ‘them’ mentality form

own group considered in-group, other groups out-group

Question 8

types of conflict: inter-individual

Answer 8

Behavioural(interference): someone interfering w/ objectives of another worker
Cognitive(disagreement): 2ppl conflicting ideas
Affective(-ve emotion): experience of anger, stress, frustration when conflict occurs

Question 9

types of conflict: intra-individual(within)

Answer 9

• choice between 2 outcomes- both +ve
• choice between 2 outcomes, both -ve
• situation deciding between smth that has both +ve and -ve outcomes

Question 10

CAUSES of ORGANISATIONAL group conflict: Miles 1980

Answer 10

interdependence+collaboration
status inconsistencies
communication problems
individual diffs
lack of trust
scarce resources
organisational changes

Question 11

interdependence + collaboration

Answer 11

increased collaboration raises likelihood of conflict due to task dependencies

Question 12

status inconsistencies

Answer 12

• conflicts may arise, especially if varying policies on matters(time off/pay between groups

Question 13

communication problems

Answer 13

misunderstandings+misinterpretations->conflict

Question 14

individual diffs

Answer 14

personality, skills, abilities differing cause conflict
varied traits-aggression, authoritarianism, dominance/tolerance levels contribute to conflict

Question 15

lack of trust

Answer 15

most impactful when groups depend on each other for common goal completion

Question 16

scarce resources

Answer 16

competition for budget resources can lead to perception of unfair treatment among diff groups

Question 17

organisational changes

Answer 17

IN STRUCTURE(work division, resp, redundancy, cause division+frustration
sudden shifts in team leadership(member becomes leader over former group)

Question 18

causes of INTERPERSONAL conflict

Answer 18

IND
competition for scarce resources
power+status** diffs
poor communication
clashes of values+interests

Question 19

2 dimensions of conflict handling

Answer 19

assertiveness:** extent to which individual tries to satisfy OWN concerns
cooperativeness:** extent to which individual tries to satisfy OTHER’s concerns

Question 20

Thomas and Kilman’s 5 modes of conflict handling

Answer 20

competition
accommodation
compromise
collaboration
avoidance

Question 21

competition mode of conflict handling

Answer 21

assertive+UNcooperative
pursue OWN concerns at others’ expense
stand up for OWN rights JUST TO WIN

Question 22

accommodation mode of conflict handling

Answer 22

UNassertive+cooperative
neglects own concerns for others’ satisfaction

Question 23

compromise mode of conflict handling- MIDDLE GROUND

Answer 23

moderately assertive+cooperative
objective to find mutually acceptable solution satisfying both parties

Question 24

collaboration mode conflict handling

Answer 24

assertive+cooperative
willing to work with others to find solution resolving concerns

Question 25

avoidance mode conflict handling

Answer 25

doesn't follow OWN, or other's concerns avoids conflict for as long as possible

Question 26

how to solve conflict according to Kilman

Answer 26

create SUPERORDINATE goal- divert group from conflict+group collabs instead of resolving conflict

Question 27

bullying at work shows:

Answer 27

hostile+aggressive behaviours(physical/non) directed at 1/more individuals/colleagues/subordinates

Question 28

Einarsen identified various types of bullying at work. this can cause:

Answer 28

- humiliation, offence, distress - affect IND work performance - create -ve work environment

Question 29

Zapf's 5 types of bullying behaviours

Answer 29

1. social isolation 2. work related bullying: manipulating work tasks to sabotage performance 3. physical violence/threats 4. verbal threats including criticism+humiliation- using verbal attacks to criticise/humiliate someone 5. personal attacks: ridicules, gossip, insult private life

Question 30

Einarsen's claim about power and bullying

Answer 30

managers+supervisors often perceived as main bullies bullying by superiors resulted in MORE psych distress than by colleagues

Question 31

4 stages of bullying

Answer 31

1. aggressive behaviour 2. bullying. repetitive 3. stigmatisation+victimisation: starts to have -ve impact on self esteem+well being 4. severe trauma- continuous bullying results in lasting psychological harm

Question 32

causes of bullying

Answer 32

1. individual/personality factors of victim+bully 2. psycho-social/situational factors (work circumstances-pressure?)

Question 33

diffs between victims of bullying and non-victims. victims are more

Answer 33

1. sensitive 2. suspicious 3. angry 4. lower self-esteem 5. more anxious in social settings

Question 34

situational factors of bullying

Answer 34

1. deficiencies in work **design** (task structure) 2. deficiencies in **leadership** behaviour 3. **socially** exposed position of victim 4. low **morale** in department

Question 35

diff types of bullying

Answer 35

1. predatory (victim innocent) 2. institutional (toxic culture ingrained in company) 3. scapegoating: highly stressed ppl looking to vent frustration on 4. dispute-related bullying (highly escalated interpersonal conflict)