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