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Flashcards in Lesson 10 Deck (30)
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What is conflict?

process that involves people disagreeing


What are the 3 most common types of conflict you nee in the workplace?

- intRApersonal
- intERpersonal
- intergroup


What is intRApersonal conflict?

conflict that occurs within an individual, struggle you are having


What concept is a good example of an intrapersonal conflict?

the cognitive dissonance, caused wen our beliefs and values do not coincide with our behaviours


What are 3 types of intRApersonal conflicts?

- difference in roles
- role conflict- 2 jobs sound same
- role ambiguity- not certain


What is intERpersonal conflict?

conflict among individuals


When does intERpersonal conflict arise?

because of competition, personality or value differences


What does intERgroup conflict mean?

conflict that takes place among different groups (departments, divisions)


When is conflict GOOD?

in the early stages of decision making, as it stimulates creativity


What are 6 factors of conflict in the workplace?

- organizational structure
- limited resources
- task interdependence
- incompatible goals
- personality differences
- communication issues


Why is organizational structure a factor in causing workplace conflict? (2)

-performance and status rewards increase conflict because it is competitive
- receiving direction from two bosses with different priorities


How does limited resources affect conflict in the workplace?

when one cannot have resources and others can, also limited resources between employees and management


Why is task interdependence a factor in causing workplace conflict?

when team members work independently but share common resources such as admin staff, the pooled interdependence may create conflict
- relying on one team member to complete something so you can start working on yours


How does incompatible goals result in conflict?

each department has different goals, leads to complains when the jobs are not done properly or with the right mindset


Describe what happens with conflict looking from a positive side? (4)

- greater creativity and participation
- better decisions
- surfacing of assumptions that may be inaccurate
- clarification of views that build learning


Describe what happens with conflict looking from a negative side? (4)

- can be sysfunctional if excessive
- increased stress/anxiety, decreased productivity
- feeling defeated, increase turn over
- climate of mistrust, hinders teamwork


What are 5 typical conflict handling styles that can be used?

- avoidance
- accommodation
- compromise
- competition
- collaboration


What is the avoidance strategy all about?

- low in cooperation and competitiveness
- ignore or deny the conflict


Who might use an avoidance strategy?

a personal with a high need for affiliation, they would be angry after for not facing the conflict


What is the accommodation strategy all about?

- high on cooperation and low on competitiveness
- gives in to what the other side wants


What is the compromising style all about?

- middle ground style, some desire to express their own concerns and get way but respect others goals


What is the competition style all about?

- high on competitiveness
- win/lose focus on the process


What is collaboration style all about?

- high on both assertiveness and cooperation
- both sides argue their position, listen to each other
- win/win solution where both get what they want
- highly effective


What are 4 different third party negotiations?

- alternative dispute resolution
- mediation
- arbitration
- arbitration and mediation


What is included in the alternative dispute resolution?

- mediation, arbitration
- help of a specially trained neutral person


What is involved in mediation? (3)

outside person enters with the goals of assisting the parties in reaching an agreement
- they facilitate, suggest and recommend
- doesn't represent either side
- doesn't impose a decision


What is mediation based on?

assumption that the parties want to be there and are willing to negotiate in good faith.


What happens with arbitration?

- parties submit a dispute, and the arbitrator makes the final decision
- they are neutral people, who make a final and binding solution


What is a consequence of using the arbitration strategy?

sometimes leaves residual feelings of anger, as the people might feel their cases were ignored or a win/lose decision was reached


What is a combination of arbitration and mediation like?

- follow the arbritiation with mediation
- have both sides formally make their cases before arbitrator, who then makes the decision
- the parties try to come to an agreement, if they cant they go with the arbitrator