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Managing Managing Conflict and Conflict and NegotiatingNegotiating
Chapter Eleven
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After reading the material in this chapter, you should be able to:
LO11.1 Define the term conflict, distinguish between functional and dysfunctional conflict, and
identify three desired outcomes of conflict.LO11.2 Define personality conflicts, and explain how
they should be managed.LO11.3 Discuss the role of in-group thinking in intergroup conflict, and explain what can be done to avoid cross-cultural conflict.LO11.4 Define work-family conflict and describe what can be done to manage it.
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After reading the material in this chapter, you should be able to:
LO11.5 Explain how managers can program functional conflict, and identify the five conflict handling styles.LO11.6 Identify and describe at least four
alternative dispute resolution (ADR) techniques.LO11.7 Draw a distinction between distributive and integrative negotiation, and explain the concept of added-value negotiation.
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Major Trends that Make Conflict Inevitable
Constant changeGreater employee diversityMore teams (virtual and self-managed)Less face-to-face communicationGlobal economy with increased cross-cultural dealings
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A Modern View of Conflict
Conflict process in which
one party perceives its interests are being opposed or negatively affected by another party
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Functional versus Dysfunctional Conflict
Functional conflict characterized by consultative interactions, a
focus on the issues, mutual respect, and useful give and take.
Also called constructive conflict
Dysfunctional conflict threatens organization’s interests.
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Situations That Produce Functional or Dysfunctional Conflict
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Question?
As a manager of a forty-five person department, Connie has always heard that there are certain situations that produce more conflict than others. She is interested in learning about these situations so she can carefully read early warnings and take appropriate actions. Which of the following is not an antecedent of conflict?A.Inadequate communicationB.Organizational simplicityC.Decision making by consensusD.Unmet expectations
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Why People Avoid Conflict
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Desired Outcomes of Conflict
1. Agreement 2. Stronger
relationships3. Learning
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Major Forms of Conflict
Personality conflict interpersonal opposition driven by personal
dislike or disagreement.
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Major Forms of Conflict
Workplace incivility low-intensity deviant behavior intended to harm
the target person in ways that violate norms of mutual respect.
rudeness or a lack of regard for another person
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How to Deal With Personality Conflicts
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Question?
Having taken this OB class and learned about how they deal with personality conflict, what tip(s) would you offer to employees having a personality conflict?
A. In resolving conflict, focus on personalities.B. Bring co-workers into the conflict so you have witnesses.C. Communicate directly with the other person to resolve the
perceived conflict.D. Keep the direct supervisor out of the conflict loop, especially if the
dysfunctional conflict persists.
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Intergroup Conflict
Intergroup conflict conflict among work groups, teams, and
departments
Too much cohesiveness can breed groupthink because a desire to get along pushes aside critical thinking
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Handling Intergroup Conflict
Contact hypothesis the more the members of different groups
interact, the less intergroup conflict they will experience
Managers should identify and root out specific negative linkages between groups
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Question?
Don is an Executive VP of a regional health-insurance company. He has noticed that the different departments do not work well together and seem more concerned with “protecting their turf” than in working to reach organizational goals. Don thinks that if he can create some group activities, the departments will have less conflict. This is called _________.A.Convex theoryB.Concave hypothesisC.Contact hypothesisD.Intergroup theory
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Research Lessons for Handling Intergroup Conflict
The top priority for managers faced with intergroup conflict is to identify and root out specific negative linkages between (or among) groups.
Managers are therefore wise to note negative interactions between members and groups and determine if influential third parties are gossiping negatively about another member or group.
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Cross-Cultural Conflict
Because of differing assumptions about how to think and act, the potential for cross-cultural conflict is both immediate and huge.Success or failure when conducting business across cultures often hinges on avoiding and minimizing actual or perceived conflict
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How to BuildCross-Cultural Relationships
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Work–Family Conflict
Work–family conflict occurs when the
demands of one’s work role conflicts with those of the family role
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Insights about Work–Family Conflict
Work–family balance begins at homeAn employer’s family-supportive philosophy is more important than specific programsInformal flexibility in work hours and in allowing people to work at home is essential to promoting work–family balanceSupportive bosses and colleagues can helpThe importance of work–family balance varies across generations
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Programming Functional Conflict
Programmed Conflict encourages different opinions without
protecting management’s personal feelings.
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Programming Functional Conflict
Devil’s advocacy assigning someone the role of critic.
Dialectic method calls for managers to foster a structured debate
of opposing viewpoints prior to making a decision
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Techniques for Stimulating Functional Conflict: Devil’s Advocacy and the Dialectic Method
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Five Conflict Handling Styles
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Alternative Styles for Handling Dysfunctional Conflict
Integrating interested parties confront the issue and
cooperatively identify the problem, generate and weigh alternative solutions, and select a solution
Appropriate for complex issues plagued by misunderstanding
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Question?
In handling conflict, Jorge believes that interested parties must confront the issue and cooperatively identify the problem, generate and weigh alternative solutions, and select a solution. Jorge can be described as advocating which conflict handling style?A.ObligingB.IntegratingC.DominatingD.Avoiding
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Alternative Styles for Handling Dysfunctional Conflict
Obliging (Smoothing) tends to minimize differences and highlight
similarities to please the other party
Appropriate when it is possible to get something in return
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Alternative Styles for Handling Dysfunctional Conflict
Dominating (Forcing) relies on formal authority to force compliance
Appropriate when an unpopular solution must be implemented
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Alternative Styles for Handling Dysfunctional Conflict
Avoiding involves either passive withdrawal from the
problem or active suppression of the issue
Appropriate for trivial issues
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Alternative Styles for Handling Dysfunctional Conflict
Compromising give-and-take approach involves moderate
concern for both self and others
Appropriate when parties have opposite goals
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Third Party Interventions: Alternative Dispute Resolution
Alternative Dispute Resolution avoiding costly lawsuits by resolving conflicts
informally or through mediation or arbitration
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Alternative Dispute Resolution
FacilitationConciliationPeer reviewOmbudsmanMediationArbitration
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Question?
Fredhandbag Photography has created a panel of trustworthy employees to decide on disputes at the company. This is called _________.A.MediationB.FacilitationC.ConciliationD.Peer review
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Negotiating
Negotiation give-and-take decision-making process
involving interdependent parties with different preferences
Two types: Distributive Integrative
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Added-Value Negotiation
Added-Value Negotiation cooperatively developing multiple-deal
packages while building a productive long-term relationship
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Steps inAdded-Value Negotiation
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Negotiating Your Salary
1. Know the market rate2. Consider the economy3. Know your own value4. Be honest5. Don’t go first6. Consider benefits, too7. Look at the long term
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Video: Toxic Coworkers
Annoying coworkers can be found in every organization. How can you turn these situations around to have good outcomes result?Is the conflict being described here functional or dysfunctional? Why?Do you think there are there more annoying people today than in the past, or are we just more sensitive to our working environment?What different types of conflict did you pick up on being described in the video?