Exam 10: Managing Conflict and Negotiations

________ is an alternative dispute resolution technique in which disagreeing parties agree ahead of time to accept the decision of a neutral party in a formal courtlike setting,often complete with evidence and witnesses.

Donna and Kim are both secretaries for the accounting department.Because someone must be present to answer the phones at all times,different times must be scheduled for each of them to go to lunch.Both of them want the time from noon to 1 p.m.Previous unsuccessful discussions have occurred,resulting in their not speaking to each other.Patti,who also works in the department,sits down separately with each of them to try to explore possible solutions,with the idea that if she can find common ground,they will again discuss alternative schedules face-to-face.Patti is acting as a(n)

Which of the following is about in-group thinking?

When issues are complex,better solutions are needed,commitment is needed,and time is available,the ________ conflict handling style is appropriate.

______ is employees' shared perceptions of policies,practices,and procedures of an organization.

In the United States,the judicial system is an example of _________.It is based on hearing directly opposing points of view to establish guilt or innocence.

A neutral and trained third party can guide others to find innovative solutions to conflict.To ensure neutrality,most organizations hired ADR qualified outsiders.In this case,a(n)_________ is one who does not render a decision.Rather,it is up to the parties to the conflict to reach a mutually acceptable decision.

Programmed conflict is conflict that raises different opinions regardless of the personal feelings of the managers.

Larry and Roger wanted to buy office furniture for the new location of their advertising firm.They discussed their needs.Larry said that he needed plastic furniture and Roger stated that he needed wooden shelves.They also discussed how many chairs,tables,shelves,and other kinds of furniture would be required.Which of the following steps of added-value negotiation is described in this situation?

The dean of Roan College is looking for a new head of admissions.She wants to be sure that Roan College has an admissions program with the highest standards.As the committee interviews various candidates,the dean tries to point out potential flaws in each person.She is playing the role of

Work-family conflicts can be social or emotional.

What is incivility? How does it affect organizations? What can organizations do to reduce incivility? Think of a situation in which incivility affected you directly.How did you handle it?

Harriet works at Good Steaks,a local bar and restaurant.Her manager is always barking orders at her,saying she needs to move faster,be nicer to the customers,do her share,etc.Harriet starts to come in to work late,and tries to schedule shifts when the manager isn't in.She doesn't even smile at the customers much.Harriet is reacting to

In ________,one party perceives that its interests are being opposed or negatively affected by another party.

Light tactics of conflict include making threats; heavy tactics include violence.

Describe at least five of the reasons that people avoid conflict.How should people deal with conflict,rather than avoiding it? Provide examples of these solutions.

Two senior employees,Wanda and Tom,are experiencing conflict.There had been a change to the senior management structure,and Wanda has been named CEO.Tom felt that his role,contributions,and status has been minimized.Wanda believes that they are each being used for their best skills and experience.Talk between them is defensive and unproductive.The conflict between them was beginning to impact on their relationship and trust was breaking down due to incorrect assumptions being made about each other's feelings and intentions.There was a real risk of loss of key expertise to the company if the conflict could not be resolved. Define "personality conflict." How would you deal with this situation?

Jackie was appointed to a new position as a team leader during management restructuring.She was in competition with a previous manager.Jackie encountered resistance to change in her new team,along with a lack of cooperation and loyalty.Some members of the team maintained their loyalty to their previous manager and resented her promotion.Jackie received no management training for her new role.Several team members engaged in a range of increasingly hostile behaviors towards Jackie including: -failing to provide assistance during busy periods. -constantly whispering and making vindictive comments about her.-disobeying requests. -making offensive comments and behaving rudely. Ultimately,one of the team members called a meeting to which Jackie was not invited.They drew up a list of complaints about Jackie which they presented to her manager.The apparent objective of the bullies in the team was to get rid of Jackie.How can companies handle bullying in the workplace?

Flexspace includes the concept of working from home.

Two supervisors,Justin and Sean,are given instructions to trim their group size by two people.Justin's personality tends to favor people.He is generally more sensitive to people,and is a thoughtful supervisor.Sean is just the opposite.He is more concerned with group production,and considers people's feelings secondary to the work.Hence their approaches in trimming their teams are different.They can't see each other's point of view and leave the discussion thinking ill of each other.Which of the following types of conflict are Justin and Sean experiencing?