Conflict Resolution In the Workplace Quiz
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Questions and Answers

What is one definition of conflict?

  • Conflict occurs when two people have similar interests.
  • Conflict emerges when people react assertively to disagreements.
  • Conflict arises when a person perceives another person's actions as beneficial.
  • Conflict exists when a person sees another person's actions as a threat to their interests. (correct)
  • Which physiological reaction occurs in response to a perceived harmful event or attack?

  • Fight or Flight Response (correct)
  • Freeze response
  • Assertive response
  • Collaborative response
  • How do some people react to conflict by avoiding it?

  • Reacting assertively
  • Reacting passively (freeze) (correct)
  • Withdrawing from conflict
  • Reacting aggressively (fight)
  • What are the costs and damaging consequences associated with workplace conflict?

    <p>Decreased morale and job satisfaction</p> Signup and view all the answers

    When does conflict become destructive in the workplace?

    <p>When it leads to decreased efficiency</p> Signup and view all the answers

    What is a rare reaction to conflicts in the workplace?

    <p>Assertive response</p> Signup and view all the answers

    What approach to conflict resolution involves parties expressing ideas openly and seeking to understand the ideas of others?

    <p>Collaborating</p> Signup and view all the answers

    In a collaborative organization, what culture is developed among employees?

    <p>Culture of collaboration</p> Signup and view all the answers

    Which conflict resolution process involves an impartial mediator helping parties negotiate collaboratively?

    <p>Facilitative Mediation</p> Signup and view all the answers

    What level of conflict is characterized by parties confronting conflicts rather than avoiding them?

    <p>Excess aggressive conflict</p> Signup and view all the answers

    Which negotiation approach is collaborative rather than competitive and adversarial?

    <p>Principled Negotiation</p> Signup and view all the answers

    What action is encouraged in a collaborative dispute resolution process?

    <p>Mutual trust and respect</p> Signup and view all the answers

    What is the purpose of convening the conflict resolution process in the workplace?

    <p>To invite the other party to have a conversation and state the purpose clearly</p> Signup and view all the answers

    Why might a third-party mediator be needed in conflicts like the one between Bryan and Milly?

    <p>To help facilitate discussion and resolution between the parties</p> Signup and view all the answers

    What action should Bryan and Milly take after inviting each other to a conversation for conflict resolution?

    <p>Agree on a time and place to have the conversation</p> Signup and view all the answers

    Why is it important to state the purpose clearly and honestly when convening the conflict resolution process?

    <p>To ensure transparency and set expectations for the conversation</p> Signup and view all the answers

    In a collaborative two-party negotiation process, what is a key element for successful resolution?

    <p>Agreeing on when and where to have the conversation</p> Signup and view all the answers

    What are the key characteristics of collaborative resolution processes in the workplace?

    <p>Informal, Voluntary, Decided by the parties</p> Signup and view all the answers

    In collaborative negotiation, what is the significance of separating the people from the problem?

    <p>To tackle the issues without involving emotions or personal attacks</p> Signup and view all the answers

    What is the primary goal of principled negotiation according to Fisher & Ury?

    <p>To identify and meet each party's interests effectively</p> Signup and view all the answers

    In the workplace conflict scenario provided, what is Milly's perception of Bryan's actions?

    <p>Bryan has an issue with Milly being a female supervisor</p> Signup and view all the answers

    Which of the following is NOT a basic principle of principled negotiation according to Fisher & Ury?

    <p>Use Emotional Manipulation</p> Signup and view all the answers

    What should parties in conflict resolution aim to do based on the provided text?

    <p>Understand each other's perspectives and interests</p> Signup and view all the answers

    How can you prepare for conflict resolution in the workplace based on the text?

    <p>Consider the other party's concerns and interests, reflect on what to say, and actively listen.</p> Signup and view all the answers

    What communication skills should be used when entering into a dialogue during conflict resolution?

    <p>Active Listening, Open Questions, and Assertive Expression</p> Signup and view all the answers

    What is a key aspect to consider when inviting someone to share their concerns during conflict resolution?

    <p>Encourage them to express all their concerns and show understanding.</p> Signup and view all the answers

    How should you respond non-defensively to verbal attacks or hostility during conflict resolution?

    <p>Respond constructively and utilize 'Negotiation Ju-Jitsu'.</p> Signup and view all the answers

    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?

    <p>Clarify your intentions calmly and seek to understand their perspective.</p> Signup and view all the answers

    Why is it important to actively listen during conflict resolution?

    <p>To show empathy and respect towards the other party.</p> Signup and view all the answers

    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.

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    Description

    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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