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4 Common sources of conflict

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1. Personal differences 2. Information deficiencies 3. Role incompatibility 4. Environmental stress

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1. Personal differences

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discrepancies in perceptions and expectations

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2. Information deficiencies

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due to misinterpreted or misunderstood information or when information comes from different sources

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3. Role incompatibility

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comes from conflicting expectations or incompatible job assignments within an organization

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4. Environmental stress

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a result of a scarcity of resources or environmental uncertainty

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Is conflict always bad?

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NO, interpersonal conflict is essential

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People-focused conflict

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refers to the "in your face" kind of confrontations. affect level is high and the intense emotional heat is likely fueled by moral indignation.

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issue-focused conflict

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more like rational negotiations an interpersonal decision making process by which two or more people agree how to allocate scarce resources

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Five strategies for managing conflict

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1. Forcing 2. Accommodating 3. Avoiding 4. Compromising 5. Collaborating

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1. Forcing

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you attempt to satisfy your own needs at the expense of the other person's. an uncooperative approach & assertive, clearly.

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2. Accommodating

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satisfy the needs of the other person, but neglect your own A cooperative and unassertive approach

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3. Avoiding

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neglects the interests of both parties by side-stepping the issues An uncooperative and unassertive approach

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4. Compromising

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tries to quickly come up with a solution that will satisfy both parties intermediate on both assertiveness and cooperativeness

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5. Collaborating

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Attempts to address the problems of both parties and find the optimal solution A cooperative and assertive approach

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the distributive negotiation strategy

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a win-lose strategy it assumes that it is like dividing a pie. If one person gets more than the other gets less. Accommodating Avoiding Compromising

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the integrative negotiation strategy

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win-win strategy instead of dividing the pie, this strategy tries to make the pie bigger. Collaborative

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Four factors that help you determine which conflict management approach is best

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1. importance of the issue 2. importance of relationship 3. relative power of the parties 4. time constraints involved

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1. Forcing

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very important low relationship importance high relative power medium to high time constraints

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2. Accommodating

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Low issue importance high relationship importance low power med to high time constraints

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3. Compromising

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medium issue importance medium relationship importance equal power low time constraints

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4. Collaborating

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high issue importance high relationship importance equal power low time constraint

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5. avoiding

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low issue importance low relationship importance equal power med-high time constraints

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framework for collaborative problem solving

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1. establish superordinate goals 2. separate people from the problem 3. focus on interests, not positions 4. invent options for mutual gains 5. use objective criteria for evaluating alternatives 6. define success in terms of real gains, not imaginary losses

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The four PHASES of collaborative problem solving

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1. problem identification 2. solution generation 3. action plan formulation and agreement 4. implementation and follow up

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What 7 things should the initiator do?

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1. maintain personal ownership of the problem 2. succinctly describe your problems in terms of behaviors, consequences, and feelings 3. avoid drawing evaluative conclusions and attributing motives to the respondent 4. Persist until understood 5. Encourage two way discussion 6. manage the agenda 7. focus on commonalities

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What 4 things should the respondent do?

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1. show genuine interest and concern 2. ask questions 3. agree with some aspect of the complaint 4. ask for other alternatives

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6 things mediator can do

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1. acknowledge that a conflict exists and propose a problem solving approach to resolve it 2. seek out perspective of both parties 3. serve as facilitator, not judge 4. manage the discussion to ensure fairness. keep it issue oriented, not personality oriented 5. explore options by focusing on interests, not positions 6. make sure all parties fully understand and support the solution agreed upon

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altruistic-nurturing personality

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seeks gratification through promoting harmony with others. trust, optimism, loyalty. accommodating

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assertive-directive

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seeks gratification through self-assertion and directing the activities of others. Forcing

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analytic-autonomizing

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seeks gratification through the achievement of self sufficiency, self reliance, and logical orderliness. cautious, practical

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Which of the following is the most difficult situation to manage in a collaborative manner? a disagreement regarding roles and responsibilities an interpersonal confrontation a conflict due to environmental uncertainty a misrepresentation of facts

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interpersonal confrontation

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Which of the following conflict management strategies is an integrative approach? compromising accommodating collaborating all of these

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collaborating

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In a situation where two co-workers are arguing about their respective responsibilities, a joint negotiation meeting is appropriate. True False

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True

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An effective mediation strategy for bringing the two sides together is trying to get both parties to attack you. True False

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False

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In a situation where only one party is aware of a problem, the mediator should hold separate meetings first. True False

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True

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If someone approaches you and accuses you of doing something wrong, you are the initiator mediator responder originator

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Responder

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Studies show that managers most often use the problem-solving method of conflict resolution. True False

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False

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In bringing up a conflict situation, we should maintain responsibility for a problem, even if the other person caused it. True False

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True

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When maintaining the relationship is the number one priority, even more important than the issue, which of the following conflict management strategies is most appropriate? compromising collaborating accommodating avoiding

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accommodating

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When two parties quickly try to find a solution they both can live with, which conflict management strategy are they using? forcing collaborating compromising accommodating

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Compromising

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People looking for a "win-win" solution to a conflict are using an integrative negotiation strategy. True False

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True

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Successful conflict managers rely on one or two of their preferred conflict management strategies to resolve all conflicts. True False

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False

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We should be careful not to agree with any aspect of our adversary's position during negotiations because it would weaken our position. True False

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False

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Which of the following is the most assertive and least cooperative response to a conflict situation? avoiding accommodating compromising forcing

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Forcing

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The collaboration approach to conflict management is the best to use in all situations. True False

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False

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A company is considering the possibility of moving its manufacturing plant to a Central American country. The financial manager points out that the company would save on production costs because the labor is so cheap and the country's environmental regulations are not very strict. The production manager argues that it is an unethical move because it would exploit the native workers and damage the country's environment. What is the source of the conflict between the financial manager and the production manager? role incompatibility personal differences informational deficiency environmental stress

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Informational deciciency

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Which of the following is the most unassertive and uncooperative response to a conflict situation? accommodating avoiding compromising collaborating

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avoiding

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The personality type most likely to use a forcing approach to conflict management is analytic-autonomizing altruistic-nurturing aggressive-dominating assertive-directing

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assertive-directing

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Studies on group decision-making show that having a "devil's advocate" in the group limits the number of alternatives generated hinders performance improves the group's performance undermines the group's ability to work as a team

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improves the group's performance

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Conflict in an organization is unhealthy and should be eliminated. True False

answer

False

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