Management Chapter 20

Conflict

___ is a process that involves people disagreeing

Intrapersonal conflict

____ ____- arises within a person.

interpersonal conflict

____ ____- a type of conflict between two people

intragroup conflict

____ ____ conflict that takes place among members of a group

Intergroup conflict

_____ ____- conflict that takes place among different groups, such as different departments or divisions in a company, or between union and management, or between companies, such as companies who supply the same customer. 

In-group bias

_____ ____- the tendency to favor the group to which one belongs

organizational structure, limited resources, task interdependence, incompatible goals, personality differences, communication problems

Causes of conflict:

• _____ structure

• _____ resources

• task ______

• ____ goals

• ____ ___ 

• communication _____

conflict management

____ ____ refers to resolving disagreements effectively 

change the structure, change the composition of the team, create a common opposing force, consider the majority rule, problem solve, consider the role of mood

Ways to manage conflict:

• Change the ____

• Change the ____ of the team

• Create a common ____ force

• Consider ____ rule

• Problem ___

• Consider the role of ___

The avoiding

The ____ style is uncooperative and unassertive conflict-handling style

accommodating

The ____ style is cooperative and unassertive

The compromising

The _____ is style is a middle-ground conflict-handling style, in which a person has some desire to express their own concerns and get their way but still respects the other person’s goals as well. 

competing

People exhibiting a ___ style want to reach their goal or get their solution adopted regardless of what others say or how they feel 

Collaborating

The ____ style is high on both assertiveness and cooperation.

Negotiation

_____ is a process whereby two or more parties work toward a mutual agreement

Investigation, determine your BATNA, presentation, bargaining, closure

The 5 phases of negotiation include

1. Investigation

2. Determine your _____

3. ____

4. Bargaining

5. ____

investigation

The first step in negotiation is the _____ in which information is gathered

BATNA

One important part of the investigation and planning phase is to determine your ____. BATNA is an indicator of how much power one has in the negotiation

best alternative to a negotiated agreement

BATNA stands for the best ____ to a negotiated ____. 

presentation 

The third phase of negotiation is ____ in which information is assembled in a way that supports one’s position

bargaining 

During the fourth phase of negotiation, or ____, parties discuss their goals and seek agreement

concessions

A natural part of the bargaining process is making ____, or giving up one thing to get something else in return

closure

_____ - the last part of negotiation in which you and the other party have either come to an agreement on the terms, or one party has decided that the final offer is unacceptable and therefore must be walked away from

distributive view 

Negotiation strategies:

____ view of negotiation is the traditional fixed-pie approach. Negotiations see the situation as a pie that they have to divide between them. 

integrative approach

Negotiation strategies:

_____ approach- an approach to negotiation in which both parties look for ways to integrate their goals under a larger umbrella.  

Alternative Dispute Resolution

Negotiation strategies:

_____ _____ Resolution includes mediation, arbitration, and other ways of resolving conflicts with the help of a specially trained, neutral third party without the need for a formal trial or hearing. 

Mediation

Negotiation strategies:

In _____, an outside third party (the mediator) enters the situation with the goal of assisting the parties in reaching an agreement.

Arbitration

Negotiation strategies:

In contrast to mediation, in _____, the parties submit the dispute to the third-party arbitrator. It is the arbitrator that makes the final decision

mediation, arbitration

It is common to see ____ followed by _____