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28 Cards in this Set
- Front
- Back
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What is conflict? 3 Points |
Process that begins when one party perceives that another party has negatively affected, or is about to Conflicts normally based on perceptions Conflict normally involves opposition or incompatibility Conflict normally becomes it when an interaction becomes inter party disagreement. |
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Who can be involved in conflicts? |
Two people within a group between groups |
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When is a situation not considered a conflict?
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if the parties are not aware that there is a conflict, then its generally considered that there is no conflict. |
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Is/has conflict always been categorized as good or bad? |
In the pre 1970's Conflict was viewed as Dysfunctional - Undermined relations -Wasted human energy -More job dissatisfaction, turnover, stress -Less productivity, information sharing
In the 1970's-1990's Belief in optimal level of conflict
- some conflict is good (functional) - Energizes debate - Re-examine assumptions - Can lead to creativity - Increases team cohesion
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Whats are the two ways conflicts are seen as, and what are they related to? |
Dysfunctional=> Relationship (Affective) - Aims conflict at the person (their competence) not the task or issue - Based on perceptual biasis - hinders group performance Functional=> Constructive conflict (cognitive) - conflict is aimed at issue, maintain respect for parties and their views. This can be task and Process conflict - Prevents groupthink, more creative solutions - supports the goals of the group and improves its performance. |
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What are 3 types of actually conflict? |
Relationship conflict: focuses on interpersonal relationships, and are almost always considered dysfunctional conflict. Causes an increase in personality clashes, and less on mutually understanding therefore very disruptive, and is also considered the most psychologically exhausting. Task Conflict: moderate levels of task conflict is seen as positive, in upper management leads to better performance, but in lower management its lower performance. When task is partnered with relationship, its normally bad, but by itself its likely good. so a mild level is good for creativity in teams, but too much task conflict affects team performance Process conflict: conflict that revolves around how the work is getting done. Normally issues rise around finding work and delegation. Because of role delegation, issues normally stems personality conflicts and leads eventually leads to relationship conflict |
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7 Sources of conflict in organizations |
1. communication: semantics, misunderstandings, connotations,jargon, insufficient exchange of information. Too much or too little communication
2. Personal differences: different values, beliefs, attitudes, personalities. leads to cross cultural and generational conflict
3. Incompatible goals: ones party's goals perceived to interfere with other partys goal.
4. Unbalance task interdependence: one group depends on the other, and other group has power over dependent group
5. Scarce resources: motivates competition for the resources. funding, materials, workers, etc.
6. Ambiguity: creates uncertainty, threatens goals. without clear rules people rely on politics/own interests
7. Personal Variables: conflict due to emotions, personality, and values. people with high negative personalities are more likely to create conflict |
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What is dual concern theory? |
describes peoples conflict management strategies: is based of how ones degree of cooperativeness (the degree to which one tries to satisfy the needs of others) and the balance of assertiveness (the degree to which one tries to satisfy their personal interest) which determines how conflict is handled |
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Conflict handling styles pros and cons (Assertive,Cooperativeness) |
1. Competing/forcing (High,Low): Imposing ones will on the other party (satisfying ones will without the concern of the others interest). WIN-LOSE. use in emergencies and no other option. Leads to resentment and distrust 2. Collaborating/problem solving (high, high): trying to reach an agreement that satisfies both parties interests as much as possible. WIN-WIN. use when no opposing interests, important issues for both, and enough time 3. Compromising (lose, lose): balancing concern for oneself with concern for the other party in order to reach a solution. lose-lose. use when time pressure, mutually exclusive goals. limited resource. 4. Avoiding (Low,Low): Ignoring or withdrawing from the conflict. Lose-Lose. use when unimportant issues, unlikely resolution, disruption of conflict is bigger than benefits of a solution 5. Yielding/accommodating (Low, High): Accepting and incorporating the will of the other party. Win-lose. Use when small power base, you are wrong, build social credit, unimportant for you |
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What are 4 third party conflict resolve helpers? |
Arbitrator: has authority to dictate an agreement Mediator: A neutral third party who facilitates a negotiated solution by using reasoning, persuasion, and suggestions for alternatives Conciliator: Trusted third party who provides an informal communication link between the negotiator and the opponent (In business) Consultant: skilled and impartial third party. Tries to solve the problem through communication and analysis |
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What are ways are 5 ways that create personal conflicts |
1. Misunderstandings based off age, race, gender, culture 2. Intolerance, prejudice, discrimination 3. Perceived inequities 4. Misunderstandings, rumours, falsehoods 5. blaming others, and pointing fingers |
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what are the 3 desired outcomes for conflict? |
1. Agreement Equitable and fair agreements are the best outcome. 2. Stronger relationships when conflicts are resolved positively, then it can lead to better relationships and better trust 3. Learning Handling conflict successfully, teaches you how to resolve and learn from it next time |
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What is negotiation |
Process by which two or more parties try to agree on the exchange rate of goods and services they are trading. |
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What are 3 things people look for within a negotiation. And what important skill leads to more flexibility in reaching a resolution? |
1. Issues
Items that are specifically put in the bargaining table for discussion 2. Positions Where individuals stand on certain issues. for example, salary would be the issue, and while the salary you hope to receive is your position 3. Interests The underlying concerns that are affected by the conflict resolution, such as wanting a higher salary to afford a home in Vancouver. When negotiations understand their underlying issue in themselves and others, theres more flexibility in reaching a conclusion |
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What are the 2 main forms of bargaining? and which is better for a certain business style (name business style, and which form of bargaining) |
Distributive bargaining: Operates under zero sum conditions in which: Whatever one person gains, the other person loses (gaining at others expense) essentially fighting for quantity in a fixed pie Integrative bargaining: There is an assumption that there are multiple ways to come to a resolution where both parties win. its often considered growing the pie, so that everyone can have more pie without giving any up Integrative bargaining is much more efficient in intraorganizational groups because it builds long term relationships |
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what are 5 negotiation tactics for distributive and integrative? |
Distributive: 1. Be hostile or inscrutable 2. Start on your turf 3. Give reasons for your standpoint 4. Conceal your resistance point, and discover theirs 5. Hold positions tenaciously Integrative: 1. be pleasant and build trust 2. Be on neutral ground 3. discuss issues and principles 4. Look for additional issues to addd to better address the interests of both parties 5. Share information, especially on your interests and priorities |
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what conditions are necessary for integrative bargaining to function? |
1. Both parties have to be open with information and candid about their concerns
2. sensitivity by both parties to each others needs 3. The ability to trust one another 4. the willingness of both parties to maintain flexibility |
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What are 3 effects of compromising in negotiations |
1. compromise is the least likely to lead to a win win situation 2. reduces the pressure to bargain interactively 3. Compromise can be due to anxiety |
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What are the 5 steps of negotiation? |
1. Developing a strategy 2. Defining ground rules 3. Clarifying and justifying 4. Bargaining and problem solving 5. Attaining closure and implementation |
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what are the 2 things you must be aware of when developing a strategy? (Step 1) |
1. Do your homework! what is the nature of the conflict? what is the history leading up to the conflict? what do you want from the negotiations what are your goals? 2. Prepare an assessment of what you think the other parties goals are! |
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What is BATNA |
When determining goals, you must think of your target and resistant points AND also your BATNA BATNA: best alternative to a negotiated agreement. a Good strategy is to understand your BATNA if negotiations fail, AND also learn your opponents, that way you can offer them something else |
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What is the negotiation zone? |
In a buyer and seller, each side has a Target price, and a resistant price. And theres the negotiations aspiration range The target price is the price where you'd ideally want to sell at, or buy at. The Resistance price is the lowest price you'd be willing to accept, before breaking off the trades.and as long as there is overlap over the negotiations aspirations range there is the bargaining zone |
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What is involved when considering ground rules? (Step 2) |
Once the strategy is developed, its important to define the rules and procedures of the negotiation with the other party. During this phase initial proposals and demands will be exchanged A. who will do the negotiation B. Where will it take place? C. Time constraints (if any) D. Towhat issues will negotiation be limited? E. Willthere be a specific procedure to follow if an impasse is reached? |
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what is involved when considering Clarifying and justifying (Step 3) |
After preparing ground rules and sharing your initial proposals and demands This stage is used to justify, explain, and clarify your original demands, on top of this its also important to show HOW you got to those demands, that way it shows your opponent any documentation that will help make your point |
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what is involved when considering bargain and problem solving ? (Step 4) |
Theessence of bargaining is giving and take and trying to hash out an agreement. Peoplewho use a combination of force and problemsolving get average higher salaries. Another good strategy is to also THINK OUTSIDE OF THE BOX |
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what is involved when considering Close and implement? (Step 5) |
Formalizeyour agreement and developing procedures necessary for implementing andmonitoring it. Its also a tip to try and implement an agreement or contract to ensure consistency. |
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what are the Threefactors that influence how effectively individuals negotiate |
1. personality Personality is "sort of" related to better negotiation outcomes, its best to be competitive but empathetic one, and the worst isgentle but empathetic one. 2. Mood - Mood can be a useful thing, as people with power and get angry are more likely to be successful than people who get angry but have no power. - Its also important to not be anxious as it leads you to fold easily 3. Gender Men tend to get better salary and are better at negotiating than woman. |
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What are 7 tips for a successful negotiation? |
1. do your homework
2. Begin with a positive overture 3. Address problems, not personalities 4. Pay little attention to initial offers 5. Create an open and trusting climate 6. Emphasize win-win solutions 7. reveal your underlying interests |
