Lesson 14 - Conflict Management

Question 1

CONFLICT

Answer 1

The psychological and behavioral reaction to a perception that another person is keeping you from reaching a goal, taking away your right to behave in a particular way, or violating the expectancies of a relationship
* can stimulate new ideas
* a process

Question 2

Dysfunctional conflict

Answer 2

Conflict that keeps people from working together, lessens productivity, spreads to other areas, or increases turnover

Question 3

Functional conflict

Answer 3

Conflict that results in increased performance or better interpersonal relations.

Question 4

Types of conflict

Interpersonal conflict

Answer 4

conflict between two people

Question 5

Types of conflict

Individual–group conflict

Answer 5

conflict between an individual and the other members of a group

Question 6

Types of conflict

Group–group conflict

Answer 6

conflict between two or more groups

Question 7

Forms of Conflict

Task conflict

Answer 7

a conflict regarding the goals and content of the work

Question 8

Forms of Conflict

Process conflict

Answer 8

refers to the disagreement on how to achieve goals and actually do the work

Question 9

Forms of Conflict

Relationship conflict

Answer 9

it involves when parties have interpersonal conflict

Question 10

Causes of Conflict

Competition for resources

Answer 10

A cause of conflict that occurs when the demand for resources is greater than the resources available

Question 11

Causes of Conflict

Task interdependence

Answer 11

A potential source of conflict that arises when the completion of a task by one person affects the completion of a task by another person.

Question 12

Causes of Conflict

Jurisdictional ambiguity

Answer 12

Conflict caused by a disagreement about geographical territory or lines of authority.

Question 13

Causes of Conflict

Communication barriers

Answer 13

Physical, cultural, and psychological obstacles that interfere with successful communication and create a source of conflict.

Question 14

Causes of Conflict

perfection

Answer 14

obsessed with completing a task correctly

Question 15

Causes of Conflict

control

Answer 15

are obsessed with completing a task and take great pride in getting a job done quickly

Question 16

Causes of Conflict

approval

Answer 16

obsessed with being liked (Yes person)

Question 17

Causes of Conflict

attention

Answer 17

obsessed with being appreciated (grenade - throws a tantrum)

Question 18

Conflict Styles

Avoiding style

Answer 18

The conflict style of a person who reacts to conflict by pretending that it does not exist

• Withdrawal
• Triangling

Question 19

Conflict Styles

Withdrawal

Answer 19

An approach to handling conflict in which one of the parties removes him/herself from the situation to avoid the conflict

Question 20

Conflict Styles

Triangling

Answer 20

An employee discusses a conflict **with a thirdparty **such as a friend or supervisor. In doing so, the employee hopes that the third party will talk to the second party and that the conflict will be resolved without the need for the two parties to meet.

Question 21

Conflict Styles

Accommodating style

Answer 21

The conflict style of a person who tends to respond to conflict by giving in to the other person.

Question 22

Conflict Styles

Forcing style

Answer 22

The conflict style of a person who responds to conflict by always trying to win

* Winning at all costs - An approach to handling conflict in which one side seeks to win regardless of the damage to the other side.

Question 23

Conflict Styles

Collaborating style

Answer 23

The conflict style of a person who wants a conflict resolved in such a way that both sides get what they want

Question 24

Conflict Styles

Compromising style

Answer 24

A style of resolving conflicts in which an individual allows each side to get some of what it wants.

Question 25

# Conflict Styles **Negotiation and bargaining**

Answer 25

A method of resolving conflict in which two sides **use verbal skill** and strategy to reach an agreement

Question 26

# Conflict Resolution **superordinate g**oals

Answer 26

goals that the conflicting employees or departments value and whose attainment requires the **joint resources and effort of those parties**

Question 27

# Conflict Resolution **Reducing differentiation**

Answer 27

**reducing differences** that generates conflict

Question 28

# Conflict Resolution **increasing resources**

Answer 28

**addressing scarcity** by increasing by adding more resources

Question 29

# Conflict Resolution **Clarifying Rules and p**rocedures

Answer 29

**minimizing ambiguities** by establishing rules and procedures

Question 30

# Conflict Resolution **Negotiation**

Answer 30

it is the process in which two or more parties **reach agreement even though they have different preferences** regarding that issue

Question 31

# Conflict Resolution **Individual differences**

Answer 31

assumes that the key to successful negotiation is to **select the right person to do the negotiating**, one who had the appropriate demographic characteristicsor personality

Question 32

# Conflict Resolution **Situational characteristics**

Answer 32

refers to the **context within which negotiation takes place** * includes **communication between negotiators**, potential outcomes of negotiation

Question 33

# Conflict Resolution **Game Theory**

Answer 33

a **mathematical model used to predict the outcome** of the negotiation

Question 34

# Conflict Resolution **Cognitive Appr**oaches

Answer 34

recognizes that **negotiators often depart from perfect rationality** during the negotiation

Question 35

# Conflict Resolution **Win-win negotiation**

Answer 35

* developed by **Ross Reck** * opportunity for **both sides to be winners**