Occurs whenever there are disagreements in a social situation over substantive issues or when emotional antagonisms create friction between individuals or groups
Type of (CATEGORY NAME) involving fundamental disagreement over which ends or goals to pursue, and how to achieve them
Type of (CATEGORY NAME) involving interpersonal difficulties that arise over feelings of anger, dislike, fear, resentment, etc.
Type of conflict that results in positive benefits to the individual, group, or organization
The above can bring _______ to the surface so they can be addressed
Type of conflict that works to the individual's, group's, or organization's disadvantage
The above can hurt the organization by ______ (give an example)
The second type of conflict above can decrease ___ _________...
...and ____ ___________...
..plus contribute to _________....
....and ___ ________
Type of conflict occuring within the individual because of actual or perceived pressures caused by incompatible goals or expectations
Type of conflict occurring between two or more individuals who are against each other
Type of conflict occuring between groups in an organization
Type of conflict occurring between organizations
occurs when the reasons for a conflict are eliminated
It is best not to ____ ___ _______ of a conflict...
or settle for a _________ _______
(First Stage) The conditions that are likely to develop into conflict
(Second Stage A) The first stage leads to the basis for substantive or emotional differences between people or groups, leading to this stage. Note: only one of the conflicting parties may see the conflict in this way
(Second Stage B) The first stage leads to a conflict being experienced as tension that motivates a person to take actions that will reduce the feelings of discomfort
(Third Stage) Conflict is openly expressed in behaviour
The above can be resolved by _______...
or _______ the (term for first stage)
Could also use _______, which doesn't change the (term for first stage), but may be seen as a temporary solution (but SHOULDN'T BE THE FINAL ONE!)
Managers should be aware of the influence that ______ _______ has on future occurrences of a conflict
Conflict that occurs between hierarchical levels
Conflict that occurs between persons or groups at the same hierarchical level
Variant of the above where disagreements over who has authority/control over what occurs
Occurs when the communication of task expectations is inadequate or upsetting. Could be the result of bad communication.
Can result in disputes and open disagreements among people and units that have to co-operate to meet challenging goals
Misunderstandings over such things as customer jurisdiction or how much responsibility a person or group has for the customer
When resources are of low supply, relationships can suffer, leading to destructive competition
Exist when interdependent people or gorups are substantially different from each other in terms of their status and influence, or in their values.
Best used with workflow conflicts, and it involves adjusting the level of interdependency between units or individuals
taking action to eliminate or reduce required contact between parties in conflict
Best used when inputs of one group are outputs of another. Involves building an inventory between two groups so that any output slowdown or excess is absorbed by the inventory and doesn't directly pressure the target group
people who are expected to understand the operations, needs, and norms of their host group, and are supposed to use this knowledge to help their group work better with others to accomplish mutual tasks
can focus the attention of the potentially conflicting parties on one mutually desirable conclusion
uses chain of command for conflict resolutions (problems are referred up the hierarchy for more senior managers to solve).
Changing the scripts, or behavioural routines that become a part of the organization's culture, to allow and encourage more active confrontation of issues and disagreements
(1) Conflict result where noboby really gets what he/she wants
(2) Conflict result where one party gets what it wants, while the other doesn't
(3) Conflict result where all parties get what they want
Extreme form of inattention where everyone simply pretends the conflict doesn't exist. Can result in (1)
Involves treating differences as being small and finding areas of agreement. Often results in (1)
Each party gives up something of value to the other party. Results in (1), and is NOT REALLY DESIRED.
Trying to win by force, superior skill, or domination. Can lead to (2)
Uses formal authority to end conflict. Can lead to (2)
Involves recognizing that something is wrong and needs attention through (next item)
uses information to resolve disputes
The process of making joint decisions when the parties involved have different preferences
Deal with outcomes that relate to the 'content' issues that are under negotiation (eg, the dollar amount of a wage agreement in a collective bargaining situation).
Deal with outcomes that relate to how well the negotiating people and any constituencies they may represent are able to work with each other after the process is over
focuses on positions that have been declared by parties that are each trying to claim certain portions of the available pie
focuses on the merits of the issues, and the parties involved try to enlarge the available pie rather than claim certain portions of it
First, each party must approach the negotiation with a willingness to trus the other party. Then, each party much show a willingness to share information with the other party. Finally, each party much show a willingness to ask concrete questions to the other party.
Include ability to separate people from the problem, focus on interests rather than positions, avoid making premature judgments, keep the act of creating alternatives, and judge possible agreements on an objective set of criteria or standards
EAch party must be familiar with 'best alternative to negotiated agreement' (AKA, each party knows what to do when an agreement can't be reached), must know what's really important to them in the situation, and must undestand how important the other party's interests are to that party.
In this, a neutral third party acts as a judge with the power to issue a decision that is binding on all parties
In this, a neutral third party uses persuasion and rational argument to get the parties to reach a negotiated solution