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18 Cards in this Set

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What are the 3 basic points of Conflict management?
1.Conflict in organizations is inevitable.

2.No conflict or a high degree of conflict tend to result in dysfunctional effects.

3.The key is to actively manage conflict.
In the "Jerry MaGuire" video clip, what were the 2 styles of conflict management displayed?
Jerry- a collaborator: tries to achieve win-win

Rod- a competitor: not budging on my decision
What are the 5 major conflict-handling styles?
1. The Competing Style
2. The Accomodating Style
3. The Avoiding Style
4. The Compromising Style
5. The Collaborating Style
What are the characteristics of the Competing style?
Competing Style of Conflict (High Distribution and Low Integration)

Pursue your own goals with determination regardless of the other person’s concerns.

Make the first move in the conflict to gain control of the situation and maximize chances of obtaining your demands.

Prolong the the discussion of the issues until the other person tires and gives in to you approach for handling the problem.
When should you use the Competing Style of handling Conflict?
Use a Competing Style:
- When quick, decisive action is vital.
- On important issues where unpopular actions need implementing.
- On vital company issues when you know you are right.
- Against people who take advantage of noncompetitive behavior.
What are the characteristics of The Accomodating Style of Handling conflict?
Accommodating Style of Conflict (Low Distribution, High Integration)
- Offer to handle the problem any way the other person wants.

- Go along with whatever the other person requests, rather than get into the difficulties of direct confrontation.
When should you use an Accomodating Style of conflict management?
Use an Accommodating Style:
- When you find you are wrong-to allow a better position to be heard, to learn and to show your reasonableness.
- When issues are more important to others than to yourself.
- To build “social credits” for later issues.
- To minimize loss when you are outmatched or losing.
- When harmony and stability are especially important.
What are the characteristics of the avoiding style of conflict handling?
Avoiding Style of Conflict (Low Distribution, Low Integration)

- Downplay the seriousness of the problem and suggest that the two of you not waste time with the matter.

- Tell the other person that the problem does not concern you.

- Explain that there is no point in trying to resolve a conflict between two people with such basically different personalities.
When should you use the avoiding style of conflict management?
Use an Avoiding Style:
- When an issue is trivial or more important issues are pressing.
- When you perceive no chance of satisfying your concerns.
- When potential disruption outweighs the benefits of resolution.
- To let people cool down and gain perspective.
- When others can resolve the conflict more effectively.
What are the characteristics of the compromising style of conflict management?
Compromising Style of Conflict (Moderate Distribution, Moderate Integration)

-Point out to the other person that if you both will make a few concessions, the conflict can be resolved.

-Point out that if the disagreement is to be resolved, some sacrifices must be made by both of you.
When should you use a compromising style of conflict management?
Use a Compromising Style:
- When goals are important, but not worth the effort or disruption of more assertive modes.
- When opponents with equal power are committed to mutually exclusive goals.
- To achieve temporary settlements to to complex issues.
- To arrive at expedient solutions under time pressure.
- As a backup when collaboration or competition is unsuccessful.
What are the characteristics of the collaborating style of conflict management?
Collaborating Style of Conflict (High Distribution, High Integration)
- Try to sort out where each of you stands and identify options available to meet both parties’ needs.
- Suggest that you take your ideas and the other person’s ideas and put them together to make an even more workable idea.
- Express your concern for the differences between you and let the other person know you want a resolution that satisfies both of you.
When should you use a collaborating style of conflict management?
Use a Collaborating Style:
- To find an integrative solution when both sets of concerns are too important to be compromised.
When your objective is to learn.
- To merge insights from people with different perspectives.
- To gain commitment by incorporating concerns into a consensus.
- To work through feelings which have interfered with a relationship.
What are Blackard's 4 strategies of constructive conflict?
1. Minimize counterproductive conflict
2. surface suppressed conflict (challenge)
3. Provide dispute resolution process (have processes in place when conflict occurs)
4. Foster learning
What are the 6 causes of conflict?
1. Differentiation
2. Competitive Reward System
3. Competition over scarce resources
4. Goal incompatibility
5. Ambiguity
6. Task Interdependence
Discuss the significance of conflict aftermath in the conflict process model
Conflict Aftermath. Conflict is likely to breed more conflict and, when it does, that conflict is likely to take on a life of its own.
According to the text, what are the 7 approacheds of conflict resolution?
1. Focus on larger goals
2. Improve communications
3. develop employees negotiating skills
4. use third parties as mediators
5. separate conflicting parties
6. bring conflicting parties together
7. Clarify job responsibilities
ID the 5 elements of the Bottom Line Process model for applying the general conflict management process.
1. ID the basis for the conflict
2. Seek to understand the Conflict-handling style of others involved in the situation
3. match the most appropriate conflict-handling style to the situation
4. reach an acceptable resolution to the conflict
5. manage the aftermath of the conflict to maintain important working relationships