Chpt. 13 Managing Conflict
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Process in which one party perceives its interests are being opposed or negatively affected by another party
- Serves organization's interests
- -Also called constructive conflict
Threatens organization's interests
Why People Avoid Conflict (7)
- 3)Loss of Relationship
- 5)Being seen as Selfish
- 6)Saying the Wrong Thing
Desired Conflict Outcomes (3)
- 1)Agreement:must be fair, unfair will leave 1 party feeling exploited or defeated+breed resentment and conflict
- 2)Stronger Relationships: Fair agreements build bridges of goodwill+trust
- 3)Learning:functional conflict promotes greater self-awareness+creative prob. solving(learning by doing)
Interpersonal opposition driven by personal dislike, disagreement, or different styles
Rudeness or a lack of regard for another person
Day of Contemplation
A one-time-only day off with pay to allow a problem employee to recommit to the organization's values and mission
- -Conflict among work groups, teams, and departments,
- -Too much cohesiveness can breed groupthink b/c a desire to get along pushes critical thinking aside
The more the members of different groups interact, the less intergroup conflict they experience
Cross Cultural Conflict
- -Differing assumptions of how to think and act creates immediate and huge potential for conflict
- -success or failure when conducting business across cultures often hinges on avoiding and minimizing actual or perceived conflict
Conflict that raises different opinions regardless of the personal feelings of the managers
assigning someone the role of critic
Calls for managers to foster a structured debate of opposing viewpoints prior to making a decision
5 Conflict Handling Styles
- Interested parties confront the issue and cooperatively identify the problem, generate and weigh alternative solutions, and select a solution
- -appropriate for complex issues plagued by misunderstanding
- -Add Issues:Throw in patio furn. w/ houes
- -Subtract Issues: R U willing to wait a month?
- -Substitute Issues: what about other house?
- -LogRolling(bartering)-I will drop this clause if you will....?
- Involves playing down differences while emphasizing commonalities
- -Appropriate when it's possible to get something in return
- Relies on formal authority to force compliance
- -Appropriate when an unpopular solution must be implemented
- Involves either passive withdrawal from the problem or active suppression of the issue
- -Appropriate for trivial issues or when the costs of confrontation outweigh the benefits of resolving the conflict
- Give and take approach involves moderate concern for both self and others
- -Appropriate when parties have opposite goals
Occurs when two people are having a problem and, instead of addressing the problem directly with each other, one of them gets a third person involved
Alternative Dispute Resolution
Avoiding costly lawsuits by resolving conflicts informally or through mediation or arbitration
- A third party, usually a manager,
- informally urges disputing parties to deal directly with each other in a
- positive and constructive manner.
- A neutral third party informally acts as
- a communication conduit between disputing parties.
ADR: Peer Review
- A panel of trustworthy coworkers, selected for their ability to remain objective,
- hears both sides of a dispute in an informal and confidential meeting
- Someone who works for the organization,
- and is widely respected and trusted by his or her coworkers, hears grievances
- on a confidential basis and attempts to arrange a solution.
- The mediator—a trained, third-party neutral—actively guides the disputing parties
- in exploring innovative solutions to the conflict.
- Disputing parties agree ahead of time to accept the decision of a neutral arbitrator in a
- formal court-like setting, often complete with evidence and witnesses
Give and take decision making process involving interdependent parties with different preferences
- involves a single issue—a “fixed-pie”—in which one person gains at the expense
- of the other
An agreement can be found that is better for both parties than what they wouldhave reached through distributive negotiation
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