OMM - 03. Organizational Conflict

Question 1

The process that results when one person (or group) perceives that another person or group is frustrating, or about to frustrate, an important concern.

Answer 1

Conflict

Question 2

Involves incompatible differences between parties that result in interference or opposition.

Answer 2

Conflict

Question 3

Organizational conflict usually results from the combination of three factors:

Answer 3

• Communication Factors
• Structural Factors
• Behavior Factors

Question 4

Incorrect, distorted, or ambiguous information can cause a disconnect or misunderstanding resulting in conflict.

Answer 4

Communication Factors

Question 5

Large organizations will tend to have more conflict because there are more people with differing values and opinions.

Answer 5

Structural Factors

Question 6

The more layers of people a message has to travel through to get to the lowest member, the greater the chances are the message will become corrupt.

Answer 6

Structural Factors

Question 7

The more people who have decision-making authority in your organization, the greater the conflict.

Answer 7

Structural Factors

Question 8

Issues such as low or high self-esteem, differing values, and personal power bases can increase conflict.

Answer 8

Behavior Factors

Question 9

Ways people tend to view conflict:

Answer 9

• Win-Lose
• Withdraw
• Problem Solver

Question 10

View where a person who is out to win no matter what.

Answer 10

Win-Lose

Question 11

View where a person is the one who avoids conflict like the kid who says, “I’m going to take my ball and go home!”

Answer 11

Withdraw

Question 12

View where a person is the one who wants to get everyone together to talk things out and make peace.

Answer 12

Problem Solver

Question 13

A person typically chooses _____ of the conflict outcomes based on many factors relating to the conflict and their perceptions.

Answer 13

One

Question 14

Three Considerations of Conflict Management

Answer 14

• Who
• Stakes
• Situation

Question 15

The people involved in the conflict.

Answer 15

Who

Question 16

This refers to how important the issue is.

Answer 16

Stakes

Question 17

Trivial matters can sometimes be _____.

Answer 17

Left-alone

Question 18

Many times, the _____ will help us decide which conflict management technique to use.

Answer 18

Situation

Question 19

Research shows there’s an optimum level of _____ for superior performance.

Answer 19

Conflict

Question 20

Too _____ conflict and everyone is complacent, too _____ and you have chaos.

Answer 20

Little, Much

Question 21

_____ can be used to overcome stagnation and complacency or defeat chaos.

Answer 21

Conflict

Question 22

Conflict is both _____ and _____.

Answer 22

Constructive, Destructive

Question 23

Conflict Management Styles

Answer 23

• Forcing
• Collaborating
• Compromising
• Avoiding
• Accomodating

Question 24

Considered an “I win, you lose” technique

Answer 24

Forcing

Question 25

Assertiveness is high and cooperation is low. This conflict management style tends to be used when the stakes are high.

Answer 25

Forcing

Question 26

This technique is best used in emergencies or for unpopular actions. It can also be used when you're right and the situation is vital.

Answer 26

Forcing

Question 27

Sometimes you may need to use this technique against people who will take advantage of non-competitive behavior.

Answer 27

Forcing

Question 28

Pros of Forcing

Answer 28

- Takes very little time | - Puts a stop to conflict

Question 29

Con of Forcing

Answer 29

- May cause resentment

Question 30

Considered an "I win, you win" technique

Answer 30

Collaborating

Question 31

Assertiveness is high, stakes are high, and cooperation is high.

Answer 31

Collaborating

Question 32

When using _____, you are being assertive because you're taking charge of the situation and getting people together to talk.

Answer 32

Collaboration

Question 33

_____ can take time, so the issue must be important enough to devote the time and energy.

Answer 33

Collaboration

Question 34

This technique is best used when the issue is too important to compromise. It is also a time to learn and merge insights. Also builds commitment through consensus.

Answer 34

Collaboration

Question 35

Pros of Collaborating

Answer 35

- Excellent way to build your people as a team | - Solutions tend to be better

Question 36

Con of Collaborating

Answer 36

- Can take a lot of time

Question 37

Considered an "I win, you win; I lose, you lose" technique

Answer 37

Compromising

Question 38

Assertiveness, stakes, and cooperation are moderate.

Answer 38

Compromising

Question 39

When you _____, you're willing to listen and give up a little something in return for something.

Answer 39

Compromise

Question 40

This technique is best used when opponents are equal in power.

Answer 40

Compromising

Question 41

A good fall-back position when forcing or collaboration do not work. It can also be used as a temporary solution.

Answer 41

Compromising

Question 42

Pros of Compromising

Answer 42

- Easier and not as time-consuming as collaboration | - Still helps to build teamwork

Question 43

Con of Compromising

Answer 43

- Both parties must be willing to give up something

Question 44

Considered to be a "Not that important of an issue" technique.

Answer 44

Avoiding

Question 45

Assertiveness is low and cooperation is low.

Answer 45

Avoiding

Question 46

This is used when the stakes are low (not an important issue).

Answer 46

Avoiding

Question 47

This technique can be used on trivial issues or when there is no chance you can win.

Answer 47

Avoiding

Question 48

Can be used during "cool down" periods if emotions or tempers were high over the conflict.

Answer 48

Avoiding

Question 49

You may use this technique if you want to collect more data or if someone else can resolve it more effectively.

Answer 49

Avoiding

Question 50

Pros of Avoiding

Answer 50

- Tends to be easy | - It can allow your people to work things out themselves

Question 51

Con of Avoiding

Answer 51

- Can lead to bigger conflicts

Question 52

Considered to be a "I lose, you win" technique

Answer 52

Accommodating

Question 53

Assertiveness is low, stakes are low, and cooperation is high.

Answer 53

Accommodating

Question 54

When you use _____ you give people what they want. You are not being assertive and normally it's a minor issue.

Answer 54

Accommodating

Question 55

This technique can be used to help your people grow and develop. You allow them to have their way and they can learn from their successes or failures.

Answer 55

Accommodating

Question 56

This technique can be used when you discover that you're wrong and they are right. It can also be used to increase harmony and stability.

Answer 56

Accommodating

Question 57

Pros of Accommodating

Answer 57

- Takes very little time - People will view you as cooperative - May allow you to have your way at some future time

Question 58

Con of Accommodating

Answer 58

- Run the risk of being seen as a weak supervisor | - Run the risk of subordinate actions being harmful to personnel, equipment, or the mission

Question 59

Questions on Pages 17-20

Answer 59

Questions on Pages 17-20

Question 60

If Forcing does not work and time is not a factor, which style of conflict management is best?

Answer 60

Collaborating