Ch.21

Front 1

Conflict

Back 1

the internal or external discord that results from differences in ideas, values or feelings b/w 2 or more people.

Front 2

quantitative

Back 2

stats, numbers, etc.

Front 3

Qualitative

Back 3

experiences, expressions/feelings etc.

Front 4

Intergroup conflict

Back 4

occurs b/w 2 or more groups of people, departments or org.

Front 5

Intrapersonal conflict

Back 5

occurs within the person.

Front 6

IntErpersonal conflict

Back 6

known as bullying, it happens b/w 2 or more people with differing values, goals and beliefs.

Front 7

workplace violence

Back 7

physical violence as well as antisocial behaviors and incidents that lead a person to believe that he or she has been harmed by the experience.

Front 8

latent conflict

Back 8

1st stage of conflict process- implies the existence of antecedent conditions, no conflict has occurred yet!

Front 9

Perceived conflict

Back 9

2nd stage of conflict process- conflict has occurred, its intellectualized and often involves issues and roles.

Front 10

Felt conflict
aka affective conflict

Back 10

3rd stage of conflict process- the conflict is emotionalized (hostility, fear, anger).

Front 11

Manifest conflict
aka overt conflict

Back 11

4th stage of conflict process- action is taken (withdraw, compete, debate or seek conflict resolution).

Front 12

conflict aftermath

Back 12

Final stage of conflict process- pos. or neg. conflict aftermath- well managed conflict ends pos. poorly managed conflict remains or returns later

Front 13

Compromising

Back 13

each party gives up something it wants.

Front 14

Competing

Back 14

one party pursues what it wants at the expense of the others. (only one party wins!)

Front 15

Cooperating

Back 15

the opposite of competing. a party sacrifices his beliefs and allows the other party to win.

Front 16

Accommodating

Back 16

is the same as cooperating.

Front 17

Smoothing

Back 17

One person smoothes others involved in the conflict in an effort to reduce the emotional component of the conflict. Tries to focus on agreements.

Front 18

Avoiding

Back 18

the parties involved are aware of a conflict but choose not to acknowledge it or attempt to resolve it.

Front 19

Collaborating

Back 19

an assertive and cooperative means of conflict resolution that results in a win-win solution. They set aside original goal and work together to establish a supraordinate.

Front 20

Supraordinate

Back 20

a priority common goal

Front 21

How to gain competence in collaboration?

Back 21

pg. 495 bottom of page. starting with know thyself.

Front 22

Confrontation

Back 22

using face-to-face communication to resolve conflicts.

Front 23

Third-party consultation

Back 23

managers use a neutral party to help others resolve conflicts constructively

Front 24

Behavior Change

Back 24

reserved for serious cases- edu. modes, training development or sensitivity training can be used to solve conflict

Front 25

Responsibility charting

Back 25

have the parties come together to delineate the function and responsibility of roles.

Front 26

Structure change

Back 26

when managers intervene and transfer or discharge people or using a grievance procedure.

Front 27

Soothing one party

Back 27

temporary solution, used during a crisis or when parties are so enraged that immediate conflict resolution is unlikely.

Front 28

Negotiation

Back 28

each party gives up something and the emphasis is on accommodating differences b/w the parties. the focus should be to create a win-win situation

Front 29

Bottom line

Back 29

the least acceptable resolution

Front 30

Trade offs

Back 30

secondary gains, often future oriented that may be realized as a result of conflict

Front 31

Hidden agendas

Back 31

the covert intention of the negotiation. ex. on pg. 501

Front 32

Ridicule

Back 32

negotiators who intimidate others involved in the negotiation to win.

Front 33

Ambiguous or inappropriate questioning

Back 33

When someone questions an authority figure to win

Front 34

Flattery

Back 34

when one is given a compliment and they feel unduly flattered by a gesture or comment you know you've been flattered???

Front 35

helplessness

Back 35

a way to make nurses or managers feel sympathetic b/c of the tendency to nurture.

Front 36

aggressively taking over

Back 36

controlling the negotiation before other members realize what is happening.

Front 37

alternative dispute resolution

Back 37

mediation, fact finding, arbitration, and the use of ombudspersons.

Front 38

Mediation

Back 38

a neutral third party is a confidential legally nonbonding process designed to help bring the parties together to devise a solution to the conflict.

Front 39

Fact finding

Back 39

asking questions to clarify the issue at hand.

Front 40

Arbitration

Back 40

a binding conflict resolution process in which the facts of the case are heard by an individual who makes a final decision for the parties in conflict.

Front 41

mediation-arbitration

Back 41

a third party joins the negotiation process before any serious disputes arise

Front 42

final offer approach

Back 42

conflicted parties reach agreement on as many issues as possible. then a final position for deadlocked issues from side is presented and arbitrator has to select the most reasonable package.

Front 43

ombudspersons

Back 43

to investigate grievances filed by one party against another and to ensure that individuals involved in conflicts understand their rights as well as the process that should be used to report and resolve the conflict.

Front 44

Consensus

Back 44

negotiating parties reach an agreement that all parties can support even if it does not represent everyone's first priorities.