CONFLICT MANAGEMENT
54 flashcards · Other · by KRYSTEL ANN A MARTIN
Defined as the consequence of real and perceived differences in mutually exclusive goals, values, ideas, attitudes, beliefs, feelings, or actions within one individual, Between two or more individuals, Within one group, Between two or more groups
Conflict management
a victory for one side and a loss for the other side
Competitive conflict
The process by which the conflict is resolved is determined by a set of rules
Competitive conflict
The goals of each side are mutually incompatible, but the emphasis is on winning not the defeat or reduction of the opponent.
Competitive conflict
l does not follow any mutually acceptable set of rules and does not emphasize winning
Disruptive conflict
The parties involved are engaged in activities to reduce, defeat, or eliminate the opponent
Disruptive conflict
Takes place in environment charged with fear, anger, and stress
Disruptive conflict
TYPES OF CONFLICT
• COVERT CONFLICT • OVERT CONFLICT • VERTICAL CONFLICT • HORIZONTAL CONFLICT
most effective means for resolving conflicts
Confrontation
problems are brought out in the open and attempts are made to resolve it through knowledge and reason
Confrontation
Employee respect and manager credibility are 2 important considerations
Confrontation
Confrontation: ___________
WIN - WIN
involves give and take on various issues among the parties.
Negotiations
Purpose - to achieve agreement even though consensus will never be reached.
Negotiations
Arrives at an agreeable solution between any two parties
Negotiations
Negotiations:_____________
WIN-LOSE
Implies mutual attention to the problem, in which the talents of all parties are used.
Collaboration
FOCUS - solving the problem and not defeating the opponent.
Collaboration
GOAL - satisfy both parties' concerns
Collaboration
Useful in situations where the goals of each party are too important to compromise
Collaboration
used to divide the rewards between both parties.
Compromise
Meeting halfway
Compromise
Neither gets what they want
Compromise
Used when opponents of equal power are in conflict or two or more mutually exclusive goals
Compromise
Used when a solution is needed rapidly
Compromise
Compromise: ______________
LOSE-LOSE
is an all-out effort to win, regardless of cost
Competing
Authority obedience
Competing
Used when there is no time for more cooperative techniques
Competing
Competing: ____________
WIN-LOSE
is an unassertive, cooperative tactic used when individuals neglect their own concerns in favor of others concerns
Accommodating
Used to preserve harmony when one person has vested interest in an issue that is unimportant to the other party
Accommodating
"Self sacrifice"
Accommodating
Person neglects his own needs to meet the goals of the other party
Accommodating
Used when opponent is more powerful
Accommodating
The issue is more important to the other party
Accommodating
When the person is wrong
Accommodating
The participants never acknowledge that a conflict exists
Avoiding
Used when more information is needed to solve problem
Avoiding
Appropriate for others to solve the problem
Avoiding
To decrease tension and gain composure
Avoiding
Avoiding: _________
LOSE-LOSE
remove at least one party - making impossible to resolve the situation
Withdrawal
• Used when conflict escalates into dangerous situation
Withdrawal
Withdrawal:__________
Lose-lose
accomplished by complimenting one's opponent, downplaying differences, and focusing on minor areas of agreement, as though little disagreement existed
Smoothing
Used for minor problems
Smoothing
Smoothing:__________
LOSE - LOSE
yields an immediate end to the conflict but leaves the cause of the conflict unresolved
Forcing
Appropriate in situations of life-or-death
Forcing
Forcing:_____________
Win-Lose
can be positive or negative
Resistance
Effective approach to handling power differences - verbal abuse
Resistance
Resistance
WIN-LOSE