conflict resolution

Question 1

conflict

Answer 1

• internal or external discord that results from differences in ideas, values, or feelings between two or more people
• neither good nor bad
• can produce growth or destruction, depending on how its managed

Question 2

factors that lead of conflit

Answer 2

• differences in: values, beliefs, backgrounds, goals, economic and professional values
• competition
• scarce resources
• restructuring
• poorly defined role expectations

Question 3

too little conflict

Answer 3

organizational stasis

Question 4

too much conflict

Answer 4

decrease in organizations effectiveness and immobilizes its employees

Question 5

types of conflict

Answer 5

• intrapersonal
• interpersonal
• intergroup

Question 6

intrapersonal conflict

Answer 6

-internal struggle to clarify contradictory values or wants

Question 7

interpersonal conflict

Answer 7

• between 2 people

- bullying, incivility, and mobbing leads to workplace violence

Question 8

incivility

Answer 8

lack of respect

Question 9

mobbing

Answer 9

ganging up on 1 person

Question 10

intergroup conflict

Answer 10

• between 2 groups

- ex: day vs night shift

Question 11

the conflict process/phases/stages

Answer 11

1. latent conflict
2. perceived conflict/substantive conflict
3. felt conflict/affective conflict
4. manifest conflict/overt conflict
5. conflict aftermath

Question 12

latent conflict

Answer 12

• implies the existence of antecedent conditions

- could lead to a conflict but it has not occurred yet

Question 13

perceived conflict

Answer 13

you understand that something needs to be solved

Question 14

felt conflict

Answer 14

• conflict is emotionalized

- hostility, fear, mistrust, anger

Question 15

manifest conflict

Answer 15

• action is taken

- fight, debate, w/d, or seek resolution

Question 16

conflict aftermath

Answer 16

• depends on how conflict is handled

- fair, negative or positive

Question 17

goal of conflict mgmt

Answer 17

creating a win-win solution for all involved

Question 18

common conflict resolution strategies

Answer 18

• compromising
• competing
• cooperating
• smoothing
• avoiding
• collaborating

Question 19

compromising

Answer 19

• each party gives up something
• an optimum conflict resolution strategy
• lose-lose situation
• give up something of equal value

Question 20

competing

Answer 20

• used when one party pursues what it wants at the expense of others
• resist unsafe pt care policies or procedures, unfair tx, abuse of power, or ethical concerns
• win-lose

Question 21

cooperating/accommodating

Answer 21

• opposite of competing
• one party sacrifices his or her beliefs and allows the other party to win
• often expects some type of payback
• actual problem does not get solved
• win-lose

Question 22

smoothing

Answer 22

• attempts to pacify the other party
• get someone to accommodate or cooperate with another party
• attempts to compliment other party
• good for minor disagreements
• emotional conflict is minimized
• rarely results in resolution

Question 23

avoiding

Answer 23

• parties involved are aware of a conflict but choose not to acknowledge it or attempt to resolve it
• indicated when:
• the other party is more powerful
• cost of dealing with conflict is more than benefit
• problem will solve itself
• when it should be solved by someone else
• conflict remains and reemerges later in an exaggerated fashion

Question 24

collaborating

Answer 24

• all parties set aside their original goals and work together to establish a supraordinate or priority common goal
• focus remains on problem solving
• win-win
• requires mutual respect
• time consuming

Question 25

negotiation

Answer 25

- each party gives up something and the emphasis is on accommodating differences between the parties - similar to collaboration, competing, and compromise - major goal: to make other party feel satisfied with the outcome - should be win-win

Question 26

common causes of organization conflict

Answer 26

- poor communication - inadequately defined organization structure - individual behavior - unclear expectations - individual group conflict of interest - operational or staffing changes - diversity in gender, culture, or age

Question 27

strategies to facilitate conflict resolution between members in the workplace

Answer 27

1. confrontation 2. third party consultation 3. behavior change 4. responsibility charting 5. structure change 6. soothing one party

Question 28

confrontation

Answer 28

- workers expect manager to solve conflicts | - instead, managers urge them to handle problems face to face on own

Question 29

third party consultation

Answer 29

manager or other expert used as a neutral party

Question 30

behavior change

Answer 30

- for serious cases | - educational modes, training development, sensitivity training

Question 31

structure change

Answer 31

- change manager | - adding procedures

Question 32

soothing one party

Answer 32

- temporary solution - used when there is no time to handle conflict effectively - wait a few days before really resolving conflict

Question 33

benefits of an appropriate amount of conflict

Answer 33

- increased harmony and productivity - pleasant working environment - reduced stress and anxiety - decreased victimized behavior