What is the definition of conflict?
Competition between two or more individuals or groups with incompatible interests
Conflict is often viewed negatively due to anxiety and high costs of unresolved conflict.
List the five conflict handling modes in the Thomas-Kilmann Conflict Handling Model.
- Competing
- Avoiding
- Compromising
- Accommodating
- Collaborating
Each mode varies in assertiveness and cooperation.
What is the difference between positional and interest-based approaches?
- Positional: fixed demands, little communication
- Interest-Based: focus on underlying needs, value communication
Interest-based approaches aim for durable fair outcomes.
True or false: Conflict can be positive when seen as an opportunity for growth.
TRUE
Viewing conflict positively can lead to improved relationships.
What are the foundational organizational conditions that reduce conflict?
- Meeting basic needs
- Clear roles and responsibilities
- Adequate resources
These conditions help in managing and preventing conflict.
What are personal triggers in conflict management?
Emotional triggers based on identity or challenges to truth
Triggers can cause intense emotions and disproportionate reactions.
List the regulation strategies for managing conflict triggers.
- Awareness
- Reframing
- Emotional regulation
- Proactive management
These strategies help in controlling emotional responses.
What are the three overlapping frameworks for conflict resolution?
- Positional vs. Interest-Based
- Power–Rights–Interests Model
- Distributive vs. Integrative Negotiation
These frameworks guide approaches to resolving conflicts.
When is collaborating ideal in conflict resolution?
- Relationship is important
- Outcome matters
- Trust exists
- Time is available
- Decision must be durable
Collaboration is effective when multiple factors align.
What are the three channels of communication?
- Nonverbal (55%)
- Paraverbal (tone, pace, 38%)
- Verbal (words, 7%)
Meaning in conflict relies more on delivery than content.
What are the levels of listening?
- Not hearing
- Hearing content (paraphrasing)
- Hearing feelings (empathic response)
- Therapeutic (not required in workplace)
Different levels of listening enhance understanding in conflict.
List the five communication continua for effective conflict responding.
- Solution-giving ↔ Inquiry
- Superiority ↔ Equality
- Ignoring feelings ↔ Empathizing
- Absolute ↔ Conditional
- Evaluative ↔ Descriptive
Shifting along these continua builds trust and clarity.
What does conflict capability refer to?
Readiness of both self and other to address conflict
It includes experience, training, attitude, and willingness to resolve.
What are the steps in supportive confrontation?
- Identify problem ownership
- Research and reflect
- Select an alternative
- Rehearse
- Meet
- Follow through
These steps guide effective confrontation in conflict situations.
List the nine stages of the collaboration process.
- Do your homework
- Issue effective invitation
- Express concerns objectively
- Listening
- Create a shared problem statement
- Explore solutions
- Commit to solution
- Implement and monitor
- Foster relationship
Following these stages enhances collaborative efforts.
What are the key elements of integrative negotiation?
- BATNA
- Interests
- Options
- Legitimacy
- Communication
- Commitment
These elements are crucial for successful negotiation outcomes.
What are the barriers to integrative negotiation?
- Impasse
- Refusal to negotiate
- Positional/hard bargaining
These barriers can hinder progress in negotiations.
What is the role of a manager as an informal mediator?
Facilitates conflict resolution
Pros include efficiency and familiarity, while cons may involve bias.
List the 10-step mediation process.
- Identify issues
- Confirm issues
- Storytelling
- Uncover interests
- Frame issues
- Generate options
- Evaluate options
- Initial agreement
- Discuss further issues
- Final commitments
This structured process aids in resolving conflicts effectively.
