MGT 250 Ch. 12: Trust, Conflict, and Negotiation

Disposition-Based Trust

Exists when people possess personality traits encouraging trust.

Cognition-Based Trust

People rely on factual information as a basis for trust.

Affect-Based Trust

Occurs when people develop trust based on emotions and feelings.

The Trust Triangle

Authenticity, Empathy, Logic

Authenticity

The tendency to trust those who are being genuine.

Logic

Trust is based in confidence in the ideas, judgment, and knowledge of the one being trusted.

Empathy

People tend to trust those who care about them.

Psychological Contract

The trust that in exchange for their work, workers will be treated fairly and compensated by the organization.

Social Networks

The recurrent patterns of interaction with others that take place when carrying out work activities.

Conflict

A clash between individuals or groups because of different opinions, thought processes, and perceptions.

Functional Conflict

Productive and healthy disputes between individuals or groups.

Dysfunctional Conflict

Disputes or disagreements that negatively affect individuals or teams.

Task Conflict

A clash between individuals about the direction, content, or goals of a work assignment.

Relationship Conflict

Personality conflicts between two or more individuals in the workplace.

Process Conflict

The clash in viewpoints about how to carry out work.

Antecedent of Conflict

Potential causes of conflict. Includes lack of communication, incompatible personalities, and collisions in value systems.

Perceived/Felt Conflict Stage

Emotional differences are sensed and felt

Manifest Conflict Stage

People engage in behaviors that provoke a response.

Outcomes of Conflict Stage

Encompasses the consequences of the dispute.

Conflict Management Strategies

Competition, Collaboration, Avoidance, Accommodation, and Compromise

Avoidance

An attempt to suppress a conflict and pretend it does not exist.

Accommodation

An attempt to adjust one’s views to play down differences between parties.

Collaboration

A joint effort by all parties to find a solution beneficial to everyone.

Competition

An attempt to gain victory through force, skill, or domination.

Negotiation

The process of reaching an agreement that both parties find acceptable.

BATNA

Best alternative to Negotiated Agreement. An option if the deal goes awry.

Mediator

A neutral third party who attempts to assist parties in a negotiation to find a resolution or come to an agreement using rational arguments or persuasion.

Arbitrator

A neutral third party officially assigned to settle a dispute who listens to both sides of the argument as stated by the parties. Has the power to issue judgment.

Conciliator

Neutral third party informally assigned to persuade opponents to communicate. Can offer an opinion, but his judgment carries no weight.

Distributive Bargaining

Both parties try to claim a “Fixed Pie” of resources. Better suited to short-term relationships. Haggling.

Integrative Bargaining

Both parties negotiate a win/win solution. Use in businesses that want to build long-term relationships with one another.