Conflict Management

Arbitrator

a given authority who hears all sides of a case and makes final decision based on the information gathered

Mediator

a third party who helps conflicting parties clarify the situation and decide on a solution

Trust

belief in someone's ability and reliability

Conflict

disagreement through which parties involved perceive a threat to their needs, interests and concerns

Collaborative Attitude

positive mindset of which disputing parties take efforts to build or maintain a healthy relationship with each other

Personality

set of characteristics and qualities which distinguish an individual

eye contact

Good listening skills go beyond the ability to pay attention, maintain ____ ____ and eliminate distractions

competitive; security

Common contributors to work stress include the pressure of accomplishing more tasks in a shorter period of time, working in a highly _____ environment or concerns over job _____

personal factor

Conflict caused by _____ _____ could be between two employees with different personalities

relationship

Dr. Sandra Collins, associate Teaching Professor of Management at University of Notre Dame, pointed out conflicts are rooted in three major groups of factors: situational factors, _____ factors and personal factors.

background

However, diversity is also determined by a broader set of characteristics, such as a person's class, religion, and educational _____

collaborative

The most effective conflict management style

arbitration

There are three basic forms of intervention: facilitiation, mediation and ______

disputing

Third party intervention describes a phase in the conflict resolution process where a neutral outsider gets involved to help the ______ parties solve the problem

collaborating

Unlike the compromising style, which suggests parties meet half way and sacrifice some of their interests, the _____ style encourages both parties work effectively to fully meet their goals.

ethnicity

When diversity is mentioned, people are usually referring to race, ______, gender, or age differences

solutions

Words have the power to shape our perceptions. While Negative language focuses on the problems, positive language leads to ____

motivation; productivity

Conflicts can be costly for businesses and organizations. They can negatively impact a business and its employees, resulting in lack of ______, reduction in ______ and loss of skilled employees

relationship

A collaborative attitude describes a positive mindset of which disputing parties take efforts to build or maintain a healthy _____ with each other

positive

A collaborative attitude, active listening and _____ language are three tools to help people resolve the problem

high; low

A competitive style is _____ in assertiveness and _____ in cooperativeness

interpreted

A conflict is caused by different perceptions. A situation can be _______ differently by each individual

respond

A person's conflict management style refers to an individual's preferred way to _____ to a conflict

disagreement

According to the Office of Quality Improvement and Office of Human Resource Development at University Wisconsin-Madison, conflict refers to a _______ through which parties involved perceive a threat to their needs, interests or concerns,

decision

An arbitrator is an authority to hear all sides of a case, discuss it with each party, and make a final ______ based on the information gathered

reframing

In conflict resolution, one can use the _____ technique to create a constructive and positive viewpoint for the situation

cooperativness

In the 1970s Kenneth Thomas and Ralph Kilmann identified five distinct styles of handling conflict. These styles are classified based on two dimensions: assertiveness and ______

coworkers

In the workplace, interpersonal conflicts often happen among ____, supervisors and subordinates, or customers and staff.

unbiased

It is important for a mediator to treat everybody in the disputing parties equally and fairly. A mediator's _____ attitude is one of the key factors of successful conflict management.

needs

Lastly, a conflict arises because there is a threat to one's ____, interests or concerns.

compramising

People who prefer a ______ style try to "split the difference" to reach an agreement in the middle. Both parties are expected to gibe up something in order to gain what is most important to them.

situational

Work-related stress is the most common _____ factor which contributes to conflicts

facilitation

______ is used when parties believe they can reach a solution, but need a third party to manage the process

Facilitator

a third party who manages the process of negotiation

Power

ability to perform an action or the possession of control or influence over others

Reframing

expressing something in a different way without changing the meaning

Conflict Management Style

individual's preferred way to respond to conflict

Third Party Intervention

phrase in the conflict resolution process where a neutral outsider gets involved to help the disputing parties solve the problem