Exam 13: Resolving Conflict and Dealing With Difficult People

Case 13.1 ​ There is a major conflict going on in Andy's department.Workers do not trust Andy.They resent his authoritarian style,and they resist his instructions and suggestions.Andy sees the workers as "drones," and they think of him as "Darth Vader." Initially,Andy's manager tells the workers to "put up with it" and to "get back to work." He refuses to listen to their complaints and imposes his instructions with a threat of discipline.A group of employees discusses the problem.Jane suggests that they just drop it and go back to work.She doesn't want to lose her job and fears that even if they win,their working relationship with Andy will be damaged beyond repair.Malcolm suggests that they go back to Andy's boss and explain that they think talking about Andy's behavior could improve productivity and quality.He tells the group they ought to write down and present the substance of their concerns,not just attack Andy's management style.Malcolm thinks they can work this out without removing Andy or getting fired themselves. -Refer to Case 13.1.By presenting the substance of their concerns,Malcolm is engaging in which step of the conflict resolution process?​

Mediation indicates that both sides of the conflict have voluntarily agreed to allow a third party to suggest solutions but that neither side is bound by the decision.

A manager could apply a win/win strategy by

Case 13.1 ​ There is a major conflict going on in Andy's department.Workers do not trust Andy.They resent his authoritarian style,and they resist his instructions and suggestions.Andy sees the workers as "drones," and they think of him as "Darth Vader." Initially,Andy's manager tells the workers to "put up with it" and to "get back to work." He refuses to listen to their complaints and imposes his instructions with a threat of discipline.A group of employees discusses the problem.Jane suggests that they just drop it and go back to work.She doesn't want to lose her job and fears that even if they win,their working relationship with Andy will be damaged beyond repair.Malcolm suggests that they go back to Andy's boss and explain that they think talking about Andy's behavior could improve productivity and quality.He tells the group they ought to write down and present the substance of their concerns,not just attack Andy's management style.Malcolm thinks they can work this out without removing Andy or getting fired themselves. -Refer to Case 13.1.Andy's boss is demonstrating ____ behavior.

Oftentimes ____________________ is perceived as a negative experience in our society when,in reality,it can serve as an opportunity for personal growth.

Case 13.1 ​ There is a major conflict going on in Andy's department.Workers do not trust Andy.They resent his authoritarian style,and they resist his instructions and suggestions.Andy sees the workers as "drones," and they think of him as "Darth Vader." Initially,Andy's manager tells the workers to "put up with it" and to "get back to work." He refuses to listen to their complaints and imposes his instructions with a threat of discipline.A group of employees discusses the problem.Jane suggests that they just drop it and go back to work.She doesn't want to lose her job and fears that even if they win,their working relationship with Andy will be damaged beyond repair.Malcolm suggests that they go back to Andy's boss and explain that they think talking about Andy's behavior could improve productivity and quality.He tells the group they ought to write down and present the substance of their concerns,not just attack Andy's management style.Malcolm thinks they can work this out without removing Andy or getting fired themselves. -Refer to Case 13.1.Jane has a(n) ____ conflict management style.

When you are in the middle of settling a dispute and the conversation is becoming heated,it is important to create a _____________________ so that the parties can continue to be open and honest.

Case 13.1 ​ There is a major conflict going on in Andy's department.Workers do not trust Andy.They resent his authoritarian style,and they resist his instructions and suggestions.Andy sees the workers as "drones," and they think of him as "Darth Vader." Initially,Andy's manager tells the workers to "put up with it" and to "get back to work." He refuses to listen to their complaints and imposes his instructions with a threat of discipline.A group of employees discusses the problem.Jane suggests that they just drop it and go back to work.She doesn't want to lose her job and fears that even if they win,their working relationship with Andy will be damaged beyond repair.Malcolm suggests that they go back to Andy's boss and explain that they think talking about Andy's behavior could improve productivity and quality.He tells the group they ought to write down and present the substance of their concerns,not just attack Andy's management style.Malcolm thinks they can work this out without removing Andy or getting fired themselves. -Refer to Case 13.1.If the company leadership wants to have a meaningful dialog with Malcolm and his coworkers,they need to ____.

Chris is a theory X manager who spends most of his time scrutinizing how his subordinates do their jobs.The employees often call their union representative to complain about him.Chris's behavior is an example of how ____ can cause conflict within an organization.

When both sides of a conflict look for a solution,negotiate to fix the problem,agree not to assign blame,and engage in dialogue where each side attempts to get the other side to understand its concerns,this represents a(n) ____________________ approach to negotiation.

Conflicts within the context of collective bargaining may be resolved in one of three ways.Name and describe these three resolution strategies.

When you have a crucial conversation,it is prudent to be reserved and listen to the other person.That is more important than using "I" statements.

Professionals advocate going directly to the person with whom you disagree and calmly discussing the issues because people are always comfortable with honesty.

The majority of employment contracts are settled through ____________________,a process that defines the rights and privileges of both sides involved in the conflict.

Chen wants to take on greater responsibilities at work.At his next meeting with his boss,he says,"I would really like to manage the Henderson account.Do you feel I am ready for that assignment?" Chen has used a(n) ____________________ approach to communicating his desire.

A lose/lose conflict management strategy requires both sides to lose something and can be applied when there is little time to negotiate or little chance of making progress otherwise.

In general,the fewer alternatives you present,the better a negotiating position you'll be in.

The accommodating style of conflict management seeks to uncover the underlying issues that are the root of the problem and fix them.

A woman who is discussing compensation with her employer before beginning a new job should:​

People who are trying to resolve conflict and are in the problem definition step of the process should be​