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Define Conflict
An expressed struggle between at least two interdependent parties who perceive incompatible goals, scarce rewards and interference from the other party in achieving their goal
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When does conflict occur?
When two or more people oppose one another because their needs, wants goals or values are different.
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What emotions/feelings may accompany conflict?
- Anger
- Frustration
- Hurt
- Anxiety
- Feat
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Define conflict resolution?
An approach to conflict that usually involves reduction or elimination of conflict.
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Define conflict management?
An approach to conflict that may or may not reduce or elimination conflict and may increase or create conflict.
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List some causes of conflict?
- Scarce resources
- Adversity
- Faulty communication
- Perceived differences
- Biology (humans aggressive by nature (males))
- Environment
- Health/stress
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List different conflict settings?
- Within individuals
- Between individuals
- Between groups
- Between organisations
- Between nations
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List some types and modes of conflicts?
- Community conflict
- Diplomatic conflict
- Economic conflict
- Emotional conflict
- Environmental resources conflict
- Group conflict
- Ideological conflict
- International conflict
- Workplace conflict
- Intrapersonal conflict
- Interpersonal conflict
- Organizational conflict
- Military conflict
- Religious-based conflict
- Inter-societal conflict
- Intra-societal conflict
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List some potential down sides to conflict?
- Negative emotions
- Blocked communication
- Increased negative stereotyping of opponents
- reduced coordination between people who have to work and live together
- A shift towards autocratic leadership when discussion-based decision making breaks down
- Reduced ability to view other perspectives - a breakdown in empathy and vision
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List some potential positives to conflict?
- Releasing pressures and frustrations
- Clarifying thoughts and generating better solutions
- Gaining new perspectives about our side
- Defusing more serious conflict
- Increasing cohesiveness
- Challenging complacency
- Making changes
- Fighting inertia
- Appreciating differences
- Resolving intrapersonal conflicts
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What are four major patterns of major conflicts in organizations and draw the diagram of it.
Vertical conflict - conflict between hierarchical levels (e.g. management levels)
Horizontal conflict - conflict between personnel working a the same hierarchical level within an organization
Staff-line conflict - conflict between people performing different types of roles (e.g line personnel (front line staff - Sales, techs, assembly-line workers) and staff personnel (supporting staff - HR, legal, IT)
Role conflict - conflict that occurs when misunderstandings arise over just what it is that a person is meant to be doing
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Give some examples of what may cause conflict between the four major patterns of conflicts in an organization?
Vertical conflict - resources, goals, deadlines, performance results.
Horizontal conflict - incompatible goals, real or perceived scarcity of resources, territory, interpersonal chemistry.
Staff-line conflict - promotions and appraisals, access to computer hardware/software
Role conflict - incomplete, out of date, overlapping or non-existent, reporting to more than one manager/supervisor, conflicting requests/orders
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List possible causes of conflict in organizations?
Resource scarcity
Workflow interdependence - If work flow is tightly coupled or closely interdependent, then sections benefit or suffer from other sections efficiency or inefficiencies.
Power and/or value asymmety - conflict that occurs in organizations between people of different values and/or status
Goal incompatibility - When specific goals of sections of an organization clash, even though they share the overall goal of the organization.
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List the phases of a conflict spiral?
- Toleration
- Covert resistance (rumors, sabotage, non-cooperation)
- Overt resistance (anger, blaming, complaining, nagging/whining)
- Critical incident - an event that is, or perceived to be significant in the escalation of a conflict
- Selective perception - distorting/filtering of reality so the the conflict is polarised
- Enlisting the support of others
- Issue linkage
- Ritual or hot-button words
- Threats
- Action
- Provocation
- Retaliation
- Violence
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Describe the 5 styles of conflict handling and draw thomas and kilmann's model.
- Party's desire to satisfy own concerns
- Party's desire to satisfy others concerns
- Assertive/unassertive
- Uncooperative/cooperative
- Competing (win-loose)
- Collaborating (win-win)
- Compromising (spit the difference)
- Avoiding (loose-loose)
- Accommodating (loose-win)
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What are some approaches to conflict?
- Avoidance or innaction
- Withdrawal
- Domination
- Capitulation
- Unilateral power play (strikes, physical violence, civil disobedience, scheming)
- Referral up the chain of command
- Negotiation
- Mediation
- Arbitration
- Alternate methods (Ombudsman, private judge, expert evaluation)
- Litigation
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List some approaches to managing conflict?
- Negotiation
- Interpersonal skills
- Gender and cultural differences
- Group dynamics
- Contact and communication
- Superordinate goals
- GRIT (Graduated and Reciprocated Initives in Tension reduction)
- Tit for Tat
- De-escalation thresholds
- Apology
- Forgiveness
- Praise
- Sacrifice
- New resources
- Decoupling and buffering
- Formal authority
- Scale
- Stalemates
- Compromise
- Mediation and mediators
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What is mediation?
Involves a third party taking an active role in seeking solutions to a confict
Can be conducted informally by amateurs or formally by professionals.
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What are the characteristics of a ideal mediator?
- Neutral and impartial
- Appropriately assertive
- Skilled in communication skills
- Skilled in generating options, alternatives, solving problems
- Familiar with negotiating process
- Knowledgeable about appropriate legal and procedural factors
- Comfortable with other expressing strong emotions
- Objective, supportive, non-judging, non-directive
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What are some reasons for conflict cessation?
- One side overwhelms the other
- One side takes unilateral advantage of the other
- One side yields
- One side avoids conflict
- Both sides reach a stalemate
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What is a stalemate and how does it occur?
Impasse, deadlock, the phase in a conflict where all parties seem unable to move towards a solution.
Each side knows the other too well and can counter any move in advance.
Resources have become exhausted
Social support is diminishing
Costs have become unacceptable
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What are some situations where conflict might be needed?
A workplace situations where confrontation is unavoidable
A personal relationship where a showdown may be required to clear the air.
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