MGMT 3600 - Chapter 11
differentiation
Another way to reduce _____ is to have employees from different parts of the organization work together on important (and hopefully successful) projects
after
Apply communication and understanding _____ reducing differentiation
Relationship
This type of conflict occurs when someone tries to dismiss an idea by questioning the competence of the people who introduce or support that idea. _____ conflict
interdependence
Three ways to reduce _____ among employees and work units are to create buffers, use integrators, and combine jobs
Yielding
Use ____ when: Other party has substantially more power Issue is much less important to you than to the other party The value and logic of your position isn't as clear
Problem solving
Use _____ when: Interests are not perfectly opposing (i.e., not pure win-lose) Parties have trust, openness, and time to share information Issues are complex
Compromising
Use _____ when: Parties have equal power Time pressure to resolve the conflict Parties lack trust/openness for problem solvin
Forcing
Use _____ when: You have a deep conviction about your position (e.g., believe other person's behavior is unethical) Dispute requires a quick solution Other party would take advantage of more cooperative strategies
Avoiding
Use _____ when: Conflict has become too emotionally charged Cost of trying to resolve the conflict outweighs the benefits
arbitration
Use _____when mediation fails
inquisitional
Employees often view _____ procedures and outcomes as unfair because they have little control over this approach
interdependence
Employees usually have the lowest risk of conflict when working with others in a pooled _____ relationship
Emotional intelligence
Employees with higher _____ and stability are better able to regulate their emotions during debate, which reduces the risk of escalating perceptions of interpersonal hostility
win-lose
Forcing tries to win the conflict at the other's expense. People who use this style typically have a _____ orientation
incompatibility
Goal _____ occurs when the goals of one person or department seem to interfere with another person's or department's goals
mediation
In general, for everyday disagreements between two employees, the _____ approach is usually best because this gives employees more responsibility for resolving their own disputes
arbitration
There are three main third-party dispute resolution activities: _____, inquisition, and mediation
inquisitional
The _____ approach potentially violates several practices required to support procedural justice
reciprocal
The highest risk of conflict tends to occur in _____ interdependence situations
cohesive team
The longer people work together, get to know each other, and develop mutual trust, the more latitude they give to each other to show emotions without being personally offended. This describes one of the conditions that minimizes relationship conflict : _____
interdependence
The potential for conflict is higher in sequential _____ work relationships, such as an assembly line
interdependence
The six main conditions that cause conflict in organizational settings are incompatible goals, differentiation, _____, scarce resources, ambiguous rules, and communication problems
scarce resources
The six main conditions that cause conflict in organizational settings are incompatible goals, differentiation, interdependence, _____, ambiguous rules, and communication problems
ambiguous rules
The six main conditions that cause conflict in organizational settings are incompatible goals, differentiation, interdependence, scarce resources, _____, and communication problems
communication problems
The six main conditions that cause conflict in organizational settings are incompatible goals, differentiation, interdependence, scarce resources, ambiguous rules, and _____
differentiation
The six main conditions that cause conflict in organizational settings are: incompatible goals, _____, interdependence, scarce resources, ambiguous rules, and communication problems
incompatible
The six main conditions that cause conflict in organizational settings are:_____ goals, differentiation, interdependence, scarce resources, ambiguous rules, and communication problems
inquisition
There are three main third-party dispute resolution activities: arbitration, _____, and mediation
mediation
There are three main third-party dispute resolution activities: arbitration, inquisition, and _____
Relationship
This type of conflict is accompanied by strong negative emotions. _____ conflict
buffer
A _____ is any mechanism that loosens the coupling between two or more people or work units.
differentiation
A third strategy to reduce _____ is to build and maintain a strong organizational culture
interdependence
All conflict is caused to some extent by _____, because conflict exists only when one party perceives that its interests are being opposed or negatively affected by Page 310 another party
mediation
Although not as efficient as other strategies, _____ potentially offers the highest level of employee satisfaction with the conflict process and outcomes
jobs
Combining _____ is both a form of job enrichment and a way to reduce task interdependence.
perceptions
Conflict is ultimately based on _____; it exists whenever one party believes that another might obstruct its efforts, regardless of whether the other party actually intends to do so.
communicate
Conflict often occurs due to the lack of opportunity, ability, or motivation to _____ effectively
manifest
Conflict perceptions and emotions produce _____ conflict—the decisions and behaviors of one party toward the other
third-party
There are three main _____ dispute resolution activities: arbitration, inquisition, and mediation
inquisitional
Leaders who take an _____ role tend to collect limited information about the problem, so their imposed decision may produce an ineffective solution to the conflict
inquisition
Managers tend to rely on the _____ approach because it is consistent with the decision-oriented nature of managerial jobs
superordinate
One of the oldest recommendations for resolving conflict is to refocus the parties' attention around _____ goals
differentiation
One way to reduce _____ is to rotate key staff to different departments or regions throughout their career
communicate
One way to resolve dysfunctional conflict is to give the conflicting parties more opportunities to _____ and understand each other
Emotional Intelligence
People with high _____ are more likely to view a coworker's emotional reaction as valuable information about that person's needs and expectations, rather than as a personal attack.
communication
Practicing better _____ to resolve conflict applies two principles and practices:: the Johari Window model and meaningful interaction
win-win
Problem solving tries to find a solution that is beneficial for both parties. This is known as the _____ orientation
Forcing
Problems with the ____ style are: Highest risk of relationship conflict May damage long-term relations, reducing future problem solving
Yielding
Problems with the ____ style are: Increases other party's expectations in future conflict episodes
Compromising
Problems with the ____ style are: Suboptimal solution where mutual gains are possible
Avoiding
Problems with the _____ style are: Doesn't usually resolve the conflict May increase other party's frustration
Problem Solving
Problems with using the _____ style are: Sharing information that the other party might use to his or her advantage
resources, rules and procedures
Reduce conflict by increasing _____ and clarify _____ [and] _____
cohesive team
Relationship conflict is suppressed when the conflict occurs within a highly _____
communicate
Relationship conflict is uncomfortable, so people are less motivated to _____ with others in a disagreement
superordinate
Research indicates that the most effective executive teams frame their decisions as _____ goals that rise above each executive's departmental or divisional goals
mediators
Since the parties make the final decision about how to resolve their differences, _____ have little or no control over the conflict resolution decision
team norms
Supportive _____ can reduce relationship conflict
relationship
We experience some degree of _____ conflict whenever we are engaged in constructive debate
Emotional intelligence, Cohesive team, Supportive team norms
What are the three conditions that can minimize the level of relationship conflict during task conflict episodes? _____, _____, and _____
Task
Which conflict should be encouraged? _____ conflict
Relationship
Which conflict should be minimized? _____ conflict
inquisitors
_____ also have high process control because they choose which information to examine and how to examine it, and they generally decide how the conflict resolution process will be handled.
Integrators
_____ are employees who coordinate the activities of work units toward the completion of a shared task or project.
Ambiguous Rules
_____ cause conflict because uncertainty increases the risk that one party intends to interfere with the other party's goals.
Relationship
_____ conflict a type of conflict in which people focus on characteristics of other individuals, rather than on the issues, as the source of conflict
Relationship
_____ conflict is dysfunctional because it threatens self-esteem, self-enhancement, and self-verification processes
task
_____ conflict keeps the debate focused on the issue and avoids any attention to the competence or power of the participants
Third-party
_____ conflict resolution is any attempt by a relatively neutral person to help the parties resolve their differences
Inquisitors
_____ control all discussion about the conflict.
Superordinate
_____ goals are goals that the conflicting employees or departments value and whose attainment requires the joint resources and effort of those parties
Arbitrators
_____ have high control over the final decision, but low control over the process.
Mediators
_____ have high control over the intervention process
inquisitors
_____ have high decision control because they determine how to resolve the conflict
Compromising
_____ involves looking for a position in which your losses are offset by equally valued gains
Yielding
_____ involves making unilateral concessions and unconditional promises, as well as offering help with no expectation of reciprocal help.
Conflict
_____ is a process in which one party perceives that its interests are being opposed or negatively affected by another party
Arbitration
_____ is applied as the final stage of grievances by unionized employees in many countries, but it is also increasingly applied to nonunion conflicts.
differentiation
_____ is the differences among people and work units regarding their training, values, beliefs, and experiences.
Differentiation
_____ is usually a factor in intergenerational conflict
inquisition
_____ is usually the least effective third-party conflict resolution method in organizational settings
Scarce Resources
_____ motivate competition that causes conflict
Negotiation
_____ occurs whenever two or more conflicting parties attempt to resolve their divergent goals by redefining the terms of their interdependence
Pooled interdependence
_____ occurs where individuals operate independently except for reliance on a common resource or authority
win-lose
_____ orientation is the belief that conflicting parties are drawing from a fixed pie, so the more one party receives, the less the other party will receive
cohesion
_____ produces a stronger social identity with the group, so team members are motivated to avoid escalating relationship conflict during otherwise emotionally turbulent discussions.
Avoiding
_____ tries to smooth over or evade conflict situations altogether
Task
_____conflict occurs when people focus their discussion around the issue while showing respect for people with other points of view
Yielding
_____involves giving in completely to the other side's wishes, or at least cooperating with little or no attention to your own interests
Mediators
main purpose of _____ is to manage the process and context of interaction between the disputing parties
