Conflict Management Flashcards

Questions and Answers

Conflicts can negatively impact a business and its employees, resulting in lack of ______.

motivation

Conflicts can negatively impact a business and its employees, resulting in reduction in ______.

productivity

According to the University of Wisconsin-Madison, conflict refers to a ______ through which parties perceive a threat to their needs.

disagreement

In the workplace, interpersonal conflicts often happen among ____.

coworkers Signup and view all the answers

A conflict can be ______ differently by each individual.

interpreted Signup and view all the answers

A conflict arises because there is a threat to one's ____, interests, or concerns.

needs Signup and view all the answers

Conflicts are rooted in three major groups of factors: situational factors, _____ factors, and personal factors.

relationship Signup and view all the answers

Work-related stress is the most common _____ factor which contributes to conflicts.

situational Signup and view all the answers

Common contributors to work stress include working in a highly _____ environment.

competitive Signup and view all the answers

Concerns over job _____ can also contribute to work-related stress.

security Signup and view all the answers

When diversity is mentioned, people are usually referring to race, ______, gender, or age differences.

ethnicity Signup and view all the answers

A person's class, religion, and educational _____ also contribute to the understanding of diversity.

background Signup and view all the answers

A person's conflict management style refers to an individual's preferred way to _____ to a conflict.

respond Signup and view all the answers

Styles of handling conflict are classified based on two dimensions: assertiveness and ______.

cooperativeness Signup and view all the answers

A competitive style is _ in assertiveness and _ in cooperativeness.

high; low Signup and view all the answers

People who prefer a ______ style try to 'split the difference' to reach an agreement in the middle.

compromising Signup and view all the answers

Unlike the compromising style, the _____ style encourages both parties to work effectively to fully meet their goals.

collaborating Signup and view all the answers

A collaborative attitude, active listening, and _____ language are three tools to help people resolve the problem.

positive Signup and view all the answers

A collaborative attitude describes a positive mindset of which disputing parties take efforts to build or maintain a healthy _____ with each other.

relationship Signup and view all the answers

Good listening skills go beyond the ability to pay attention, maintain and eliminate distractions.

eye contact Signup and view all the answers

While negative language focuses on problems, positive language leads to ____.

solutions Signup and view all the answers

In conflict resolution, one can use the _____ technique to create a constructive viewpoint for the situation.

reframing Signup and view all the answers

Third party intervention describes a phase in the conflict resolution process where a neutral outsider gets involved to help the ______ parties solve the problem.

disputing Signup and view all the answers

There are three basic forms of intervention: facilitation, mediation and ______.

arbitration Signup and view all the answers

______ is used when parties believe they can reach a solution, but need a third party to manage the process.

facilitation Signup and view all the answers

An arbitrator makes a final ______ based on the information gathered.

decision Signup and view all the answers

It is important for a mediator to treat everybody in the disputing parties equally and fairly. A mediator's _____ attitude is key for successful conflict management.

unbiased Signup and view all the answers

What is a conflict?

A disagreement through which parties perceive a threat to their needs, interests and concerns. Signup and view all the answers

What is power in the context of conflict?

Ability to perform an action or the possession of control or influence over others. Signup and view all the answers

What is trust?

Belief in someone's ability and reliability. Signup and view all the answers

What is personality?

Set of characteristics and qualities which distinguish an individual. Signup and view all the answers

What is a conflict management style?

Individual's preferred way to respond to conflict. Signup and view all the answers

What is a collaborative attitude?

Positive mindset of which disputing parties take efforts to build or maintain a healthy relationship with each other. Signup and view all the answers

What does reframing mean?

Expressing something in a different way without changing the meaning. Signup and view all the answers

What does third-party intervention mean?

Phrase in the conflict resolution process where a neutral outsider gets involved to help the disputing parties solve the problem. Signup and view all the answers

What is a facilitator?

A third party who manages the process of negotiation. Signup and view all the answers

What is a mediator?

A third party who helps conflicting parties clarify the situation and decide on a solution. Signup and view all the answers

What is an arbitrator?

A given authority who hears all sides of a case and makes final decisions based on the information gathered. Signup and view all the answers

Collaborative is the most effective conflict management style.

True Signup and view all the answers

Conflict caused by _ _ could be between two employees with different personalities.

personal factors Signup and view all the answers

Study Notes

Conflict Management Overview

Conflicts pose costs to businesses, negatively affecting motivation, productivity, and leading to employee turnover.
Conflict arises when parties perceive a threat to their needs, interests, or concerns, often leading to misunderstandings.

Interpersonal Conflict in the Workplace

Commonly occurs between coworkers, supervisors and subordinates, or customers and staff.
Different perceptions among individuals contribute to the initiation of conflict.

Factors Contributing to Conflict

Conflicts can stem from situational, personal, and relational factors.
Work-related stress is a major situational contributor to interpersonal conflicts.

Work Stressors

High-pressure environments and job security concerns are significant contributors to work-related stress.
Stress can escalate conflicts and affect overall workplace morale.

Understanding Diversity

Diversity encompasses not only race and ethnicity but also gender, age, class, religion, and educational background.
Recognizing the broad set of characteristics that define diversity is crucial in conflict management.

Conflict Management Styles

Individuals have preferred ways to respond to conflicts, categorized into five distinct styles based on assertiveness and cooperativeness.
The competitive style is high in assertiveness but low in cooperativeness, while compromising seeks middle ground through concession.

Collaborative Conflict Resolution

A collaborative style aims for both parties to meet their goals fully, contrasting with the compromising style that requires concessions.
Tools for effective conflict resolution include a collaborative attitude, active listening, and positive language.

Effective Communication Skills

Good listening skills involve maintaining eye contact and minimizing distractions.
Positive language focuses on solutions rather than problems, fostering a constructive environment.

Techniques in Conflict Resolution

Reframing aids in presenting a situation from a positive perspective and helps change the dynamic of the conflict.
Third-party intervention involves a neutral outsider assisting disputing parties in resolving issues.

Types of Third-Party Interventions

Facilitation, mediation, and arbitration are the three basic forms of third-party intervention.
A facilitator manages the negotiation process while a mediator clarifies situations and helps decide solutions.

Roles of Third Parties

An arbitrator has the authority to make a final decision after hearing both sides and reviewing evidence.
Mediators must maintain an unbiased attitude to foster trust and ensure fairness in conflict resolution.

Key Terms and Definitions

Conflict: Perceived threat to needs, interests, or concerns.
Power: Control or influence over others through ability to act.
Trust: Confidence in someone's reliability and abilities.
Personality: Distinct characteristics of individuals that can lead to conflicts.
Collaborative Attitude: Efforts made to build and maintain healthy relationships during conflicts.

Final Thoughts

Understanding and navigating conflict management styles is essential for cultivating a harmonious workplace.
Emphasizing collaborative approaches and awareness of individual differences can significantly improve conflict resolution outcomes.

Studying That Suits You

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

Description

Test your knowledge on key terms and concepts related to conflict management. This quiz features flashcards that cover vital vocabulary such as motivation, productivity, and disagreement. Perfect for students and professionals looking to enhance their understanding of conflict resolution in organizations.