Chapter 10: Managing conflict and negotiations

escalation of conflict

-tactics change -number of issues grows -issues move from specific to general -number of parties grow -goals change

collaborative interest-based approach

1. define and frame the issue in terms of parties' interests 2. explain the respective interests 3. explore expanding the pie 4. create options 5. evaluate options in lights of the interest described 6. choose the option the best meets the interest described 7. develop and agree on a plan of implementation

Rank the steps in using the dialectic method for creating functional conflict

A proposed course of action is generated assumptions underlying the proposal are identified a conflicting counterproposal is generated

flextime

A schedule that allows workers to choose work hours that fit their particular needs.

dialectic method

A structured dialogue or debate of opposing viewpoints prior to making a decisions

the following help avoid or reduce work-life conflict?

Adopting a family-supportive philosophy in the workplace Sharing domestic responsibilities with a spouse and other family members

What should you do to manage conflict successfully?

Be aware of various forms of incivility. Keep a work-life balance. Realize that not all conflict is bad.

distributive negotiation

Concerns a single issue- a "fixed pie" - in which on person gains at the expense of another

Why should conflict not be avoided?

Conflict will not go away even if avoided. Conflict avoidance can lead to the loss of a promotion. Conflict can escalate even if avoided.

dysfunctional conflict

Disagreements that threaten or diminish an organization's interest.

the following statements describe cyber bullying

Employees who experience it at work report distress the next morning. It is more common than face-to-face bullying. Its effects last over time.

Match the method of alternative dispute resolution in the left column with the correct explanation on the right.

Facilitation A third party informally urges parties to deal directly and constructively with each other Conciliation A neutral third party acts as a conduit between disputing parties when they refuse to meet face-to-face Peer review A panel of trustworthy, objective coworkers who hear both sides and offer recommendations Ombudsman A trusted person hears grievances confidentially and tries to arrange a solution Mediation A trained, neutral 3rd party actively guides the disputing parties to explore innovative non-binding solutions Arbitration Disputing parties agree to accept the decision of a trained, neutral arbitrator in a formal, court like setting

If you were a manager trying to resolve a personality conflict, which of the following would be a constructive response to a personality conflict between two of your employees?

Investigate and document the conflict Follow company policies against discrimination Refer the employees to HR specialists

Avoiding conflict is desirable when it does which of the following?

It allows you to refocus. It gives you more time to gather facts. It provides you with a way to change the setting of the conflict.

the following are reasons one should avoid dysfunctional conflict?

It can grow worse with time. It can lead to broken relationships. It can affect your job.

What have organizational behavior experts came to understand about conflict?

It has both positive and negative outcomes.

What are some of the strengths of using the devil's advocacy method for programming functional conflict?

It is useful for reality testing. It develops critical thinking skills. It produces more potential solutions than the dialectic method.

the following are ways that incivility disrupts teamwork

It undermines individual member performance. It undermines engagement. It undermines collaboration.

negotiation methods

Know who you are. Those whose personalities have high levels of agreeableness are better at integrative negotiations. Manage outcome expectations. Compare expected outcomes to the actual outcome. Consider the other person's outcome. Negotiate for your own interests but be aware of whether the other party is satisfied. Adhere to standards of justice. Outcomes and processes are perceived by all parties as fair so that none has an advantage. Remember your reputation. Winning at all costs can have significant future costs.

integrative negotiation

Negotiation in which numerous interests are considered, resulting in an agreement that is satisfactory for both parties

two forms of Sexual harsassment

Quid pro quo(this for that) and hostile work environment.

True or false: Personality conflicts cannot be avoided in life or the workplace.

True Reason: Because of the many possible combinations of personality traits, personality conflicts are inevitable.

Dysfunctional conflict in the workplace commonly leads to which of the following?

absenteeism turnover unionization

What are the three criteria to consider when determining what is and is not ethical during a negotiation?

activity intent content

What are two key factors that contribute to successful negotiation?

adhering to standards of justice managing outcome expectations

Bullying differs from other forms of incivility because it:

affects even those who are not bullied affects group dynamics and processes is most often evident to others

Establishing and enforcing clear consequences for those who engage in bullying is an example of an organization's

anti-bullying strategy.

personality conflict

as interpersonal opposition based on personal dislike or disagreement

Useful methods for resolving conflicts include:

being open and honest bringing those in conflict together avoiding judgmental language

What is it called when unwanted behavior occurs that is meant to harm someone who feels powerless to respond?

bullying

What is the best way for managers to prevent or deal with intergroup conflicts?

by creating psychologically safe climates

Conflict management can be viewed as an opportunity to produce which positive outcomes?

change goal alignment innovation

Functional conflict

commonly referred to as constructive or cooperative conflict, is characterized by consultative interactions, a focus on the issues, mutual respect, and useful give-and-take

An opportunity to review and realign goals to serve the parties involved is a positive outcome of

conflict management.

What are likely outcomes of HR policies and procedures that do not manage incivility?

decreased job performance anger and fear damaged reputations

Which of the programmed conflict techniques assigns someone in an organization or group to identify potential issues or challenges with a proposed process?

devil's advocacy

The tool for creating programmed conflict that appoints a member of the group as a critic is_______

devils; advocacy

the following are characteristics of a workplace characterized by too much conflict

dissatisfaction eroding performance lack of teamwork

In order to be successful at managing conflict, what techniques should managers utilize?

distinguishing between conflict states and conflict processes becoming familiar with alternative dispute resolution methods creating a psychologically safe climate

What is a lie of omission?

failing to reveal relevant information

True or false: Whether your own supervisor supports the idea of flextime is not important; as long as there is a company policy that does support it, employees will utilize it.

false: Reason: The value of any supportive company policy can be undermined if your supervisor doesn't support it.

When reacting to a personality conflict at work, it is critical to:

follow company policies regarding discrimination follow company policies for sexual harassment follow company policies for diversity

incivility

form of socially harmful behavior's, such as aggression, interpersonal deviance, social undermining, interactional injustice, harassment, abusive supervision, and bullying

What is the rationale behind the fact that groups tend to lie more often than individuals?

guilt being shared among members

What is discrimination called that is considered intimidating, hostile, or abusive when it is used against a protected class of people?

harassment

What are some examples of sexual harassment in a hostile work environment?

inappropriate touching repeated requests for dates explicit photos or emails

What can influence otherwise well-intentioned ethical negotiators?

incentives dysfunctional competition

characteristic of low intensity conflict in the workplace?

indecision lack of creativity

Conflict-Handing Styles

integrating- Confront issue and cooperatively identify it, generate and weigh alternatives, and select a solution obliging- Tends to show low concern for yourself and a great concern for others. dominating- High concern for yourself and low for others avoiding- passive withdrawal compromising - give-and-take approach with a moderate concern for both self and others.

alternative dispute resolution (ADR)

is a means for solving disputes using an independent third party and avoids the costs and problems associated with litigation or unilateral decision-making.

Conflict

is the energy created by the perceived gap between what we want and what we're experiencing.

Devil's advocacy has been shown by researchers to have the following advantages:

it develops analytical skills and emotional intelligence it develops more solutions it makes better recommendations

Identifying ahead of time what can throw you off balance in a negotiation is part of:

knowing your "hot buttons".

What are ways that conflict can manifest itself in a work environment?

lack of cooperation anger insults

questionable and unethical tactics in negotiations

lies, puffery, deception, weakening the opponent, strengthening one's own position, nondisclosure, information exploitation, maximization.

In resolving a conflict, using judgmental language:

makes people defensive

Bullying that uses the Internet and social _______ is known as cyber bullying, or virtual bullying.

media

Which of the following are characteristics of functional conflict?

mutual respect attention to the issues consultative interactions

The collaborative decision-making process involving two or more parties with different preferences is:

negotiation

Which type of conflict-handling style produces better results in new product development?

obliging

the following situations cause conflict in the workplace

poor management unclear roles and responsibilities personality differences

What is the main focus of the interest-based approach to negotiation?

problem solving

Anti-bullying strategies for groups and organizations include:

providing conflict management training developing a workplace bullying policy developing a system for reporting bullying

Discrimination is legally considered harassment when it is based on which of the following?

race gender religion

psychological safety climate

represent a shared belief among team members that it is safe to engage in risky behaviors, such as questioning current practices without retribution or negative consequences.

A shared belief held by team members that the team is a safe place to engage in ________ ________and that those who do will not be rejected or punished is creating a psychological safety climate.

risky behaviors

Employees who feel psychologically safe are more likely to:

speak up present their ideas

flex space

such as telecommuting, occurs when policies enable employees to do their work from different locations besides the office (coffee shops, home, or the beach)

contact hypothesis

suggests that the more members of different groups interact, the less intergroup conflict they will experience.

What are some of the undesirable consequences of conflict at work?

termination project failures reduced productivity

approaches to resolving intergroup conflict?

the contact hypothesis creating a psychologically safe climate

work-life conflict

the perception that expectations and demands between work and nonwork roles are mutually incompatible.

Why is it important to have a supportive supervisor when flextime is desired?

to ensure that your flextime can be used

True or false: Personality has been linked to satisfaction with negotiation partners, integrative negotiation success, and reaching final agreements quickly.

true: .Studies have shown that personality is linked to satisfaction with negotiation partners, integrative negotiation success, and reaching final agreements quickly.

Reducing conflict in the workplace is a significant and effective means of reducing employee ______.

turnover

In what situations would the dominating style of conflict management be appropriate?

when a quick decision is needed when subordinates lack the expertise to make decisions when an unpopular course of action is needed

What does a manager who must skip a long-scheduled family picnic in order to attend a special meeting at work experience?

work-life conflict