Chapter 17: Conflict Resolution

Question 1

Conflict resolution refers to what?

Answer 1

settling a dispute among parties by reaching a peaceful and practical resolution

it applies to all disputes

Question 2

What are the four types of conflict?

Answer 2

1. relationship conflict
2. Task conflict
3. intergroup conflict
4. value conflict

Question 3

What is relationship conflict?

Answer 3

occurs between individuals who do not see eye to eye or who are not on the same page when working on a task

Question 4

What is task conflict?

Answer 4

May emerge between a group of employees over the course of action that must be taken to perform certain tasks

Question 5

What is intergroup conflict?

Answer 5

Usually includes two different departments of an organization

Question 6

What is horizontal conflict?

Answer 6

where workers argue between one another

Question 7

What is vertical conflict?

Answer 7

where workers may argue with a subordinate

Question 8

What is value conflict?

Answer 8

may arise due to different preferences over values and identities

Question 9

What is the idea behind resolving conflict?

Answer 9

to ensure that both parties agree to a mutual decision that will help them in the future

Question 10

What is an important part of negotiations?

Answer 10

Acknowledging and understanding different opinions, beliefs, styles and ideas not aligned with your own

Question 11

What should the conflict resolution process include?

Answer 11

• both parties acknowledge and recognize that there is indeed an argument
• both parties must agree to address the problems or compromise
• Hr must observe key changes in behavior, identify the root problem and take steps to resolve it
• Hr should monitor the effects of the agreements
• Senior management may terminate employees who fail to adhere to the new resolutions

Question 12

What are the 7 conflict resoltuion strategies and methods?

Answer 12

1. Assertiveness
2. communication
3. avoidance
4. collaborating
5. compromising
6. critical thinking and brainstorming
7. looking for alternatives

Question 13

What 3 things must facilitators consider?

Answer 13

1. trying to come up with as many solutions as possible and shortlisting the best ones
2. Prioritizing the interests of groups involved and looking for solutions that are in their best interests
3. maximizing options