Chapter 11: Conflict in the Workplace
49 Questions
0 Views

Choose a study mode

Play Quiz
Study Flashcards
Spaced Repetition
Chat to Lesson

Podcast

Play an AI-generated podcast conversation about this lesson

Questions and Answers

What is the definition of conflict?

The process that begins when one party perceives that the other has negatively affected, or is about to negatively affect, something that he or she cares about.

What is substantive conflict?

Occurs because people have different opinions on important issues in the organization that affect them.

What is affective conflict?

Conflict that engenders strong emotions such as anger or disgust.

What is process conflict?

<p>When people disagree on what course of action to pursue or the best way to operate, even after a decision has been made.</p> Signup and view all the answers

What is task conflict?

<p>Disagreements about resource allocation, policies, or even interpretation of data.</p> Signup and view all the answers

What is relationship conflict?

<p>Relationship conflict stems from interpersonal incompatibility, often fueled by differing values or personalities, and usually requiring careful resolution efforts.</p> Signup and view all the answers

What is workplace incivility?

<p>Low-intensity deviant behaviour with ambiguous intent to harm the target, in violation of workplace norms for mutual respect.</p> Signup and view all the answers

What is uncivil behaviour?

<p>Characteristically rude and discourteous, displaying a lack of regard for others.</p> Signup and view all the answers

What is workplace aggression?

<p>Defined as overt physical or nonphysical behaviour that harms others at work (e.g., yelling or pushing).</p> Signup and view all the answers

What is workplace bullying?

<p>A social interaction through which one individual (seldom more) is attacked by one or more (seldom more than four) individuals almost on a daily basis and for periods of many months, bringing the person into an almost helpless position with potentially high risk of expulsion.</p> Signup and view all the answers

What is abusive supervision?

<p>Hostile behaviour toward followers that may include ridiculing, spreading rumours, taking credit for work done by followers, giving the 'silent treatment,' or withholding information.</p> Signup and view all the answers

What is deviant behaviour?

<p>Aggression, bullying, harassment, incivility and social undermining.</p> Signup and view all the answers

What are direct effects?

<p>Refers to when an employee is the target of a coworker's deviant act.</p> Signup and view all the answers

What is ambient impact?

<p>Collective deviant behaviour that creates a hostile working environment.</p> Signup and view all the answers

What is a toxic workplace?

<p>Marked by significant drama and infighting, where personal battles often harm productivity.</p> Signup and view all the answers

What does integrating mean in the context of conflict resolution?

<p>Conflict resolution approach in which both parties confront the issue directly and discuss alternative courses of action.</p> Signup and view all the answers

What does obliging mean in the context of conflict resolution?

<p>Conflict resolution approach where a person's concern for themselves is low, but their concern for others is high.</p> Signup and view all the answers

What does dominating mean in the context of conflict resolution?

<p>Conflict resolution approach where a person is high with respect to their own concerns but low with respect to the concerns of others.</p> Signup and view all the answers

What does compromising mean in the context of conflict resolution?

<p>Conflict resolution approach that reflects a moderate concern for the self and for others.</p> Signup and view all the answers

What is facilitation?

<p>When a leader intervenes to resolve a conflict.</p> Signup and view all the answers

What is alternative dispute resolution?

<p>Methods to resolve conflict that both parties agree to without involving litigation.</p> Signup and view all the answers

What is an ombudsperson?

<p>A person who hears grievances on an informal basis and attempts to resolve them.</p> Signup and view all the answers

What is peer review?

<p>A panel of a grievant's peers that hears the concern and attempts to resolve it.</p> Signup and view all the answers

What is mediation?

<p>When a third-party, neutral person is called in to resolve a conflict.</p> Signup and view all the answers

What is a contingency contract?

<p>Contracts that bridge concerns about future events that are brought up during the negotiation, and they become part of the agreement.</p> Signup and view all the answers

What does "fixed pie" mean in negotiation?

<p>When only a limited amount of goods is divided, and the goal is to get the largest share.</p> Signup and view all the answers

What is a Best Alternative to a Negotiated Agreement (BATNA)?

<p>An alternative that negotiators will accept if the negotiation reaches an impasse, and they can't get their ideal outcome.</p> Signup and view all the answers

What is integrative bargaining?

<p>When parties do not see the bargaining process as a zero-sum game, and they believe that an agreement can be reached that satisfies all concerns.</p> Signup and view all the answers

What is expanding the pie in negotiation?

<p>Enlarging the pool of resources so that a negotiation can end in a 'win-win' agreement where both sides feel that they got the best possible outcome.</p> Signup and view all the answers

What is labor relations?

<p>The study and practice of managing unionized employment situations.</p> Signup and view all the answers

What is perspective taking?

<p>The ability to see things from another person's perspective that conflicts with your own.</p> Signup and view all the answers

What are the types of conflict?

<p>All types of conflict (task, relationship, and process) are negatively related to member satisfaction.</p> Signup and view all the answers

What are the benefits of perspective taking?

<p>Increases social bonding, creates positive attributions about others' behavior, enhances ability to repair emotions, and provides negotiating advantage.</p> Signup and view all the answers

What is workplace conflict?

<p>Defined as any disagreement disrupting workflow, with 85% of employees encountering it.</p> Signup and view all the answers

What is unproductive conflict?

<p>Harms relationships and performance.</p> Signup and view all the answers

What is effective conflict resolution?

<p>Involves managing task versus relationship conflicts and promoting group emotional intelligence.</p> Signup and view all the answers

What are conflict-handling styles?

<p>Range from integrating to avoiding, each suited for specific situations.</p> Signup and view all the answers

What role does leadership play in conflict resolution?

<p>Plays a critical role in facilitating resolutions, reducing workplace incivility, and preventing escalation.</p> Signup and view all the answers

What is the cost of workplace conflict?

<p>Conflict disrupts workflow and is pervasive in workplaces.</p> Signup and view all the answers

How prevalent is workplace conflict?

<p>85% of employees experience conflict; 29% face it almost constantly.</p> Signup and view all the answers

What are the major causes of conflict?

<p>Personality clashes (49%), stress (34%), and heavy workloads (33%).</p> Signup and view all the answers

What are the negative outcomes of conflict?

<p>Strained relationships, distractions/loss of focus, increased turnover, lower engagement, motivation, and performance, absenteeism and stress.</p> Signup and view all the answers

What is workplace violence?

<p>Stems from robberies, dissatisfied clients, or disgruntled employees.</p> Signup and view all the answers

What is the integrating conflict-handling style?

<p>Direct discussion; ideal for complex problems.</p> Signup and view all the answers

What is the obliging conflict-handling style?

<p>Prioritizing others' concerns; preserves relationships.</p> Signup and view all the answers

What is the dominating conflict-handling style?

<p>Assertive for quick decisions or crucial issues.</p> Signup and view all the answers

What is the compromising conflict-handling style?

<p>Balances concerns; suitable for mutual concessions.</p> Signup and view all the answers

What are the conflict management strategies for high-performing teams?

<p>Strategies for high-performing teams include focusing on interaction content, discussing reasons behind decisions, and assigning tasks based on expertise.</p> Signup and view all the answers

What is alternative dispute resolution (ADR)?

<p>Includes ombudsperson, peer review, conciliation, mediation, and arbitration.</p> Signup and view all the answers

Flashcards

Workplace Conflict

Any disagreement in the workplace that disrupts the flow of work.

Conflict

The process that begins when one party perceives that the other has negatively affected, or is about to negatively affect, something that they care about.

Substantive Conflict

Conflicts focused on differing opinions, which can improve decision-making by encouraging diverse viewpoints.

Affective Conflict

Conflicts that involve strong emotions like anger or disgust, disrupting both parties and causing stress.

Signup and view all the flashcards

Process Conflict

Conflicts that emerge when people disagree on procedures or the best way to operate even after decisions are made, negatively impacting team performance.

Signup and view all the flashcards

Productive Conflict

Conflicts that are aligned with organizational goals, improve team dynamics, and fosters innovation.

Signup and view all the flashcards

Unproductive Conflict

Conflicts that damage relationships and performance, hindering team progress and creating a hostile work environment.

Signup and view all the flashcards

Task Conflict

Conflicts involving disagreements about resource allocation, policies, or interpreting data.

Signup and view all the flashcards

Relationship Conflict

Conflicts that arise from personality clashes or differing values, often causing frustration and misunderstandings.

Signup and view all the flashcards

Workplace Incivility

Low-intensity, rude behavior that violates norms of respect within a workplace.

Signup and view all the flashcards

Workplace Aggression

Harmful behaviors that can escalate from incivility and include physical or non-physical actions like shouting, pushing, or threats.

Signup and view all the flashcards

Toxic Workplaces

Stressful environments where coworkers are mistreated, leading to emotional strain, low morale, and high turnover.

Signup and view all the flashcards

Abusive Supervision

Hostile behavior from supervisors, including ridicule, rumor-mongering, taking credit for others' work, or withholding information.

Signup and view all the flashcards

Deviant Behavior

Behaviors by coworkers that violate organizational norms, including aggression, bullying, harassment, and social undermining, impacting employee attitudes, emotions, and performance.

Signup and view all the flashcards

Direct Effects

Direct impact on an employee who is the target of another coworker's deviant actions.

Signup and view all the flashcards

Indirect Effects

Vicarious impact on an employee who learns about another coworker's deviant behavior, affecting them indirectly.

Signup and view all the flashcards

Ambient Impact

The collective impact of deviant behaviors creating a hostile working environment for everyone.

Signup and view all the flashcards

Integrating

A conflict-handling style where both parties confront the issue directly and discuss alternative courses of action, suitable for complex problems.

Signup and view all the flashcards

Obliging

A conflict-handling style where a person prioritizes others' concerns, often neglecting their own needs, to preserve relationships.

Signup and view all the flashcards

Dominating

A conflict-handling style where a person prioritizes their own concerns, suitable for making quick, unpopular decisions or overcoming assertive subordinates.

Signup and view all the flashcards

Avoiding

A conflict-handling style characterized by a low concern for both self and others, often used for trivial decisions or to avoid unproductive conflict.

Signup and view all the flashcards

Compromising

A conflict-handling style that involves a moderate level of concern for both self and others, involving concessions to reach an outcome.

Signup and view all the flashcards

Study Notes

Conflict in the Workplace

  • Conflict is a process where one party perceives a negative impact from another regarding something important to them.
  • Substantive conflict arises from differing opinions on organizational issues.
  • Affective conflict includes strong emotions like anger and disgust, highly disruptive.
  • Process conflict occurs when disagreeing on procedures or approaches, even after decisions.
  • Task conflict involves disagreements about resources, policies, or data interpretations.
  • Relationship conflict stems from personality clashes or value differences.
  • Workplace incivility involves disrespectful behavior that violates workplace norms.
  • Workplace aggression includes physical or non-physical harmful acts.
  • Workplace bullying is daily attacks by one or more people over extended periods, creating helplessness.
  • Abusive supervision is hostile behavior from a supervisor, impacting followers.
  • Deviant behavior includes aggression, bullying, harassment, incivility, and social undermining.
  • Direct effects are when someone is targeted by deviant behavior; indirect effects are when someone learns about it.
  • Ambient impact is the general hostile atmosphere created by deviant workplace behavior.
  • Toxic workplaces have high levels of drama, infighting, and impaired productivity.

Conflict Resolution Styles

  • Integrating: Both parties confront issues directly to find solutions that benefit both.
  • Obliging: Prioritizing the concerns of others over one's own; often sacrifices personal concerns for the relationship.
  • Dominating: Prioritizing personal concerns over others'; useful for quick & unpopular decisions or when subordinates lack expertise.
  • Avoiding: Minimizing concern for oneself and others; helpful for minor decisions, preventing unproductive conflicts, or cooling-off periods.
  • Compromising: Balancing concerns; useful when quick consensus is needed.

Conflict Resolution Methods

  • Facilitation: Leader intervenes to resolve conflict.
  • Alternative Dispute Resolution (ADR): Methods agreed upon by both parties to prevent litigation (e.g., mediation, arbitration).
  • Ombudsperson: Handles grievances informally and attempts resolution.
  • Peer review: Panel of peers hears concerns and attempts resolution.
  • Conciliation: Neutral third party resolves the conflict.
  • Mediation: Neutral third party helps parties find a solution.
  • Arbitration: Neutral third party makes a legally binding decision.
  • Negotiation: Discussion aimed at agreement.
  • Contingency contract: Bridges future concerns into agreements.
  • Fixed pie: A limited amount of goods divided; focus on getting the largest share.
  • BATNA (Best Alternative to a Negotiated Agreement): Alternative accepted if the negotiation stalls.
  • Integrative bargaining: Parties believe a win-win is possible. Expanding the pie provides resources for both parties resulting in broader agreements.
  • Distributive bargaining: Treating the negotiation like a fixed pie.

Workplace Conflict

  • 85% of employees experience conflict; 29% frequently.
  • Common causes: personality clashes (49%), stress, and workload.
  • Conflict types: substantive, affective, process, task, relationship conflict
  • Productive conflict: Aligns with organizational goals.
  • Unproductive conflict: Damages relationships and performance.

Team Conflict

  • Team conflict can negatively impact performance and satisfaction.
  • Moderate task conflict can improve performance.
  • High performing teams manage conflict by focusing on interaction content, reasoning behind decisions, and expertise-based work assignments.

Cross-Cultural Considerations

  • Cultural differences impact negotiation approaches.

Workplace Violence

  • Defined as violence in workplaces, stemming from robberies, dissatisfied clients, or disgruntled coworkers.

Studying That Suits You

Use AI to generate personalized quizzes and flashcards to suit your learning preferences.

Quiz Team

Description

Explore the various types of conflicts that can arise in a workplace setting. This quiz covers substantive, affective, process, task, and relationship conflicts, along with issues like workplace incivility, aggression, and bullying. Test your understanding of how these conflicts impact the work environment.

More Like This

Workplace Conflict Quiz
20 questions

Workplace Conflict Quiz

IndulgentTourmaline7459 avatar
IndulgentTourmaline7459
Workplace Conflict Resolution
10 questions

Workplace Conflict Resolution

SelfSufficientNihonium avatar
SelfSufficientNihonium
Workplace Conflict Management
16 questions

Workplace Conflict Management

FeistyJacksonville avatar
FeistyJacksonville
Workplace Conflicts Overview
50 questions

Workplace Conflicts Overview

BetterThanExpectedLute9330 avatar
BetterThanExpectedLute9330
Use Quizgecko on...
Browser
Open
Browser
Browser