What makes goals, interests, values, or actions conflict within an organisation?
They are perceived as incompatible with those of others, leading to disagreement or opposition.
What can conflict involve beyond dual perceptions and disagreement over goals or methods?
Deliberate interference by one party in another's efforts.
How does conflict affect another person's opportunity to acquire resources?
It involves direct interference with that opportunity.
How do parties try to win in competition?
They try to win independently without direct interference.
What creates mental tension in intra-individual conflict?
Opposing feelings, competing goals, frustration, or incompatible role expectations.
What triggers frustration conflict?
An obstacle blocks an individual's attempt to achieve a goal or satisfy a need.
What choice defines approach–approach conflict?
Choosing between two or more attractive alternatives.
What choice defines avoidance–avoidance conflict?
Choosing between two undesirable alternatives.
What creates approach–avoidance conflict?
One goal has both positive and negative aspects.
Between whom does interpersonal conflict occur?
Between individuals.
What is one stated cause of interpersonal conflict besides personality differences?
Ego-state clashes.
Between which organisational entities does inter-group conflict occur?
Departments, groups, or sections within an organisation.
What distinguishes horizontal from vertical conflict?
Horizontal conflict occurs at the same hierarchical level; vertical conflict occurs between different levels.
What is conflict management in an organisation?
The process of identifying, handling, and resolving disagreements to maintain relationships and achieve organisational goals.
How can superordinate goals help manage organisational conflict?
They align departmental objectives with organisational goals and create mutual interdependence.
What should effective conflict-management communication be like?
Clear and precise.
Which skills support conflict-avoidance communication?
Active listening, clear expression, assertiveness, empathy, respect, feedback, clarification, negotiation, and compromise.
What does problem-solving help conflicting parties do?
Identify the disagreement’s cause, discuss their views and needs, and find a mutually beneficial solution.
What does negotiation aim to produce after parties discuss their interests?
A mutually acceptable agreement.
How does arbitration resolve a dispute?
A neutral arbitrator examines arguments and evidence, then decides the dispute.
How does accommodation maintain harmony during conflict?
A person adjusts their own demands in favor of another person’s needs.
What is constructive conflict?
A healthy disagreement that focuses on problems rather than blame.
What does constructive conflict help people do?
Exchange ideas, solve problems, and improve performance.
What can constructive conflict increase during discussion?
Interest in discussion.
How can constructive conflict affect belonging?
It can develop a sense of belonging.
What can constructive conflict draw attention to?
Problems.
What can constructive conflict generate?
Ideas and solutions.
What does constructive conflict promote between participants?
Mutual understanding.
How should constructive conflict be addressed?
Openly and calmly, without blame.
What should people focus on during constructive conflict?
Causes and solutions.
How should people listen during constructive conflict?
Without interrupting.
What should people maintain during constructive conflict?
Respect and good relationships.
How do Kae H. Chung and Leon C. Megginson define conflict?
A struggle between incompatible needs, wishes, ideas, interests, or people.
When does conflict arise, according to Kae H. Chung and Leon C. Megginson?
When parties encounter goals that both cannot obtain satisfactorily.
How do Newstrom and Davis define conflict?
A situation in which two or more parties feel themselves in opposition.
What disagreements can give rise to conflict, according to Newstrom and Davis?
Disagreements over goals or methods for achieving them.
Which five defence mechanisms are used to deal with frustration?
Aggression, withdrawal, fixation, resignation, and compromise.
When does role conflict occur because of competing roles?
When a person faces incompatible expectations from different roles.
When can a role's demands cause role conflict?
When they exceed available time and resources.
What can cause inter-group conflict besides incompatible goals?
Task interdependence.
What is one stated cause of inter-group conflict besides task interdependence?
Communication distortions.
Between whom can inter-organisational conflict occur?
Different organisations, or an organisation and a government or regulatory agency.
Which three forms does intra-organisational conflict include?
Horizontal conflict, vertical conflict, and line-and-staff authority clashes.
How can structural changes reduce organisational conflict?
By reducing interdependence and improving the allocation of scarce resources.
How can personnel exchanges help manage conflict between organisational groups?
By exchanging personnel between conflicting groups for a specified period.
What role can special integrators play in organisational conflict management?
They help manage conflict between organisational groups.
How should persistent conflict between two organisational groups be referred?
To a common superior.
What does active listening involve attending to?
Verbal and non-verbal communication.
What should active listeners do to check their understanding?
Ask clarifying questions.
How should active listeners respond while another person speaks?
Avoid interrupting and try to understand the person’s feelings and needs.
How does assertive communication express opinions?
Confidently and respectfully.
What can assertive communication establish when needed?
Boundaries.
What tone should assertive communication use?
A calm, firm tone that does not hurt others.
What are three common avoidance strategies for conflict?
Ignoring the problem, separating the parties physically, and limiting interaction to necessary occasions.
What distinguishes conciliation from mediation in suggesting solutions?
A conciliator usually suggests solutions less actively than a mediator.
What outcome does collaboration seek in conflict resolution?
A win-win outcome that satisfies both parties’ needs.
How does confrontation address a conflict?
It brings the parties together to express and defend their views.
What does constructive conflict focus on?
Issues rather than individuals.
Which tactics should be avoided during destructive conflict?
Personal criticism, contempt, defensiveness, avoiding discussion, and aggressive speech.
Answer 22 questions on Conflict Management in Organisations.
1. What makes a situation a conflict within an organisation?
2. Which feature distinguishes conflict as a process rather than a single disagreement?
Go over the full study guide for Conflict Management in Organisations.
Read the study guide →Upload your class notes and Revizly writes your flashcards in about a minute.
Flashcard maker