Organizational Behavior Exam 2 Study Guide #2

Conflict

One party perceives its interests are being opposed or set back by another party

People become defensive/combative when a metaphor of war is used, but become open-minded/cooperative

Causes of Conflict

Competition for scarce resources

Time pressure

Inconsistent goals

Jurisdictions

Status differences

Diversity (personality, demographics)

Communication failures

Constructive/Task conflict

Task focused/organization’s interests

Dysfunctional/Relationship conflict

Person focused/threatens organization’s interests

Conflict Outcomes

Agreement ~ Stronger relationships ~ Learning

Emergence (Stage 1 of conflict)

Each person perceives conflict

Interactions/Escalation (Stage 2 of conflict)

Parties share/confront perceptions of conflict

De-Escalation/Resolution (Stage 3 of conflict)

Constructive controversy required

What’s Stage 4 of Conflict?

Outcomes/Aftermath

Personality Conflict (Dysfunctional)

Employees need to be familiar with company policies

Communicate directly with other person

Don’t drag co-workers in

Seek help

Personality Conflict Tips for Managers

Investigate/document

corrective action

informal dispute resolution

refer to human resource specialists

Minimizing Intergroup Conflict

Eliminate specific negative interactions

Team building

Encourage personal friendships

Positive attitudes

Neutralize gossip

Avoiding (conflict-handling)

Maybe problem will go away

Accommodating (conflict-handling)

Let’s do it your way

Competing (conflict-handling)

Have to do it my way

Compromising (conflict-handling)

Let’s split the difference

Collaborating (conflict-handling)

Cooperate to reach win-win solution

Inquisitor

decision/process control

Arbitrator

decision control

Mediator

Process/decision control (disputants)

Leadership Behaviors

Perspective taking ~ creating solutions ~ expressing emotions

Worst Career Advancement Behaviors

Avoidance ~ Anger ~ Retaliating

Sense making (mediation)

Develop an empathetic account of what happened (Gathering info from parties)

listen/ask questions

neutral expressions

open/non-judgmental

Sense giving (mediation)

Tries to influence conflicting parties to a solution

express empathy

new understanding in information

Inflaming interaction

Conflict escalates

Alternative Dispute Resolution (ADR)

Avoid costly lawsuits by resolving conflict informally or through mediation/arbitration