Exam 13: Resolving Conflict and Dealing With Difficult People

When the government gets involved in a management-labor union dispute,the conflict management process is called ____________________.

Create a workplace or educational scenario where conflict resolution and negotiation are necessary.Then,offer three alternative approaches and corresponding resolutions to the scenario based on the three different negotiation strategies: win/lose,lose/lose,and win/win.

Create a unique short scenario that illustrates an example of conflict that could result from work policies and practices.What solutions would you suggest for resolving the conflict?​

During his conference with Lynn,Michael listens carefully to Lynn's complaints about anything and everything,identifies and writes down specific problems,and finally tells Lynn that they will talk again when Lynn is ready to discuss solutions.Judging by his handling of Lynn,Michael believes that Lynn is a​

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.The basic cause of this conflict is

Identify the five behavioral styles for conflict situations and the degrees of cooperation and assertiveness that accompany each style.

An excellent way to build one's assertiveness skills is to focus on the problem rather than the other person's personality traits.

During a negotiation,listen to the other person.If you hear or feel they are becoming defensive,you should realize that this is not unusual.It happens when​