29 Questions
What is one definition of conflict?
Conflict exists when a person sees another person's actions as a threat to their interests.
Which physiological reaction occurs in response to a perceived harmful event or attack?
Fight or Flight Response
How do some people react to conflict by avoiding it?
Reacting passively (freeze)
What are the costs and damaging consequences associated with workplace conflict?
Decreased morale and job satisfaction
When does conflict become destructive in the workplace?
When it leads to decreased efficiency
What is a rare reaction to conflicts in the workplace?
Assertive response
What approach to conflict resolution involves parties expressing ideas openly and seeking to understand the ideas of others?
Collaborating
In a collaborative organization, what culture is developed among employees?
Culture of collaboration
Which conflict resolution process involves an impartial mediator helping parties negotiate collaboratively?
Facilitative Mediation
What level of conflict is characterized by parties confronting conflicts rather than avoiding them?
Excess aggressive conflict
Which negotiation approach is collaborative rather than competitive and adversarial?
Principled Negotiation
What action is encouraged in a collaborative dispute resolution process?
Mutual trust and respect
What is the purpose of convening the conflict resolution process in the workplace?
To invite the other party to have a conversation and state the purpose clearly
Why might a third-party mediator be needed in conflicts like the one between Bryan and Milly?
To help facilitate discussion and resolution between the parties
What action should Bryan and Milly take after inviting each other to a conversation for conflict resolution?
Agree on a time and place to have the conversation
Why is it important to state the purpose clearly and honestly when convening the conflict resolution process?
To ensure transparency and set expectations for the conversation
In a collaborative two-party negotiation process, what is a key element for successful resolution?
Agreeing on when and where to have the conversation
What are the key characteristics of collaborative resolution processes in the workplace?
Informal, Voluntary, Decided by the parties
In collaborative negotiation, what is the significance of separating the people from the problem?
To tackle the issues without involving emotions or personal attacks
What is the primary goal of principled negotiation according to Fisher & Ury?
To identify and meet each party's interests effectively
In the workplace conflict scenario provided, what is Milly's perception of Bryan's actions?
Bryan has an issue with Milly being a female supervisor
Which of the following is NOT a basic principle of principled negotiation according to Fisher & Ury?
Use Emotional Manipulation
What should parties in conflict resolution aim to do based on the provided text?
Understand each other's perspectives and interests
How can you prepare for conflict resolution in the workplace based on the text?
Consider the other party's concerns and interests, reflect on what to say, and actively listen.
What communication skills should be used when entering into a dialogue during conflict resolution?
Active Listening, Open Questions, and Assertive Expression
What is a key aspect to consider when inviting someone to share their concerns during conflict resolution?
Encourage them to express all their concerns and show understanding.
How should you respond non-defensively to verbal attacks or hostility during conflict resolution?
Respond constructively and utilize 'Negotiation Ju-Jitsu'.
What should you do when faced with a non-defensive question like 'I have no idea where you’re coming from.Why are you putting the screws to me?' during conflict resolution?
Clarify your intentions calmly and seek to understand their perspective.
Why is it important to actively listen during conflict resolution?
To show empathy and respect towards the other party.
Study Notes
Conflict Resolution in the Workplace
- Definition of Conflict: Conflict exists when a person perceives that another person's actions or intended actions are a threat to his or her interests.
The Fear Response and Conflict
- The fear response is a physiological reaction that occurs in response to a perceived harmful event or attack (Cannon, Walter, 1932).
- The fear response can lead to different reactions to conflict:
- Many react passively to avoid conflict (freeze).
- Some people withdraw from conflict (flight).
- Some react aggressively (fight).
- Rarely do people react assertively.
The Costs and Benefits of Workplace Conflict
- Conflict can be both destructive and productive.
- Destructive conflict can lead to costs and damaging consequences, such as:
- Decreased productivity.
- Decreased morale.
- Increased turnover.
- Productive conflict can lead to benefits, such as:
- Improved communication.
- Increased creativity.
- Enhanced relationships.
Preparing for Conflict Resolution
- Prepare for the process by considering the other party and what you know about them.
- Reflect on what their concerns and interests may be.
- Think about what you will say to:
- Open the meeting.
- Respond to what the other party may say.
Collaborative Conflict Resolution
- Open and introduce the process, including:
- The purpose of the meeting.
- The issue to be discussed and resolved.
- Roles and responsibilities.
- Confidentiality.
- Decision-making and outcome.
- Use communication skills, such as:
- Active listening.
- Open questions.
- Assertive expression.
Active Listening and Non-Defensive Response
- Actively listen to:
- Convey respect and empathy.
- Understand deeply.
- Discern underlying concerns and emotions.
- Respond non-defensively by:
- Developing the ability to respond constructively to verbal attacks or hostility.
- Using "Negotiation Ju-Jitsu".
Collaborative Dispute Resolution Processes
- Principled negotiation: an approach to negotiation that is collaborative rather than competitive and adversarial.
- Facilitative mediation: a process in which an impartial mediator helps parties collaboratively negotiate a resolution of their dispute.
Collaborative Organization
- A collaborative organization:
- Governs democratically rather than hierarchically.
- Works to develop a culture of collaboration – with mutual trust and respect.
- Encourages and respects the ideas, knowledge, and contributions of all employees.
- Provides mechanisms for collaborative dispute resolution.
Collaborative Resolution Processes
- Collaborative processes (negotiation and mediation) are:
- Informal.
- Voluntary – "consensual".
- Controlled and decided by the parties.
Principled Negotiation
- Fisher & Ury's four basic principles:
- Separate the people from the problem.
- Explore and discover interests.
- Create options.
- Use objective criteria.
Workplace Conflict Scenario
- Milly is a supervisor in the Client Services Division.
- Bryan is her boss.
- The conflict arises from a performance review that was critical of Milly's performance.
- The conflict requires a collaborative resolution process to resolve.
Test your knowledge on understanding workplace conflict, costs and benefits, developing a collaborative workplace, features, methods of a collaborative resolution process, and one definition of conflict. Explore how fear triggers fight or flight responses during conflicts.
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