Managing Conflict

Question 1

Conflict can decrease

Answer 1

• Productivity
• Moral Engagement
• Retention
• Increases risk of lawsuit and violence

Question 2

How to tell what type of conflict it is

Answer 2

• What they are
• Who is involved

Question 3

Resolving task conflict

Answer 3

• Time consuming
• Requires negotiation or consensus building to establish a best path forward
• Some level is acceptable

Question 4

Benefits of task conflict

Answer 4

Can sometimes lead to discovering new ways to do things - efficient and innovative approaches

Question 5

What can be disguised as task conflict

Answer 5

• Interpersonal conflicts
• Will go on for a while if treated as a task conflict as real issue has not been resolved

Question 6

Interpersonal conflicts

Answer 6

• Requires at least one of the parties in the conflict to have EI or skill at negotiating or intervention of a leader
• Some level is acceptable

Question 7

Intragroup conflict

Answer 7

• Conflicts within a team
• Usually about competition for limited resources or conflicting goals

Question 8

Intergroup conflict

Answer 8

• Conflict between the team and an outside group (even different departments)
• Resolved with negotiation, may require intervention from third party not involved with conflict.

Question 9

Conflict resolution tactics include

Answer 9

• Accommodate (or smooth)
• Assert (or force)
• Avoid
• Collaborate (or confront)
• Compromise

Question 10

Accommodate conflict resolution tactic

Answer 10

• Or smooth
• Leader restores good relations by emphasizing agreement and downplaying disagreement

Question 11

Accommodate conflict resolution tactic is useful when

Answer 11

There is little time to be lost - forward momentum is needed

Question 12

Accommodate conflict resolution tactic disadvantage

Answer 12

• Does not address the root conflict
• If group continues, the conflict will probably recur

Question 13

Assert conflict resolution tactic

Answer 13

• Or force
• Leader imposes a solution “win/lose” (one side wins the other loses)

Question 14

Assert conflict resolution tactic is useful when

Answer 14

• There is a crises and the issue needs resolved quickly
• When authority is being challenge
• Impact on the future relationships with the group is minimal

Question 15

Assert conflict resolution tactic disadvantage

Answer 15

It does not permanently address the problem

Question 16

Avoid conflict resolution tactic

Answer 16

• Leader withdraws from the situation or accepts it
• Conflict is left to be resolved by others or remain unresolved.

Question 17

Avoid conflict resolution tactic is useful when

Answer 17

• Conflict will resolve soon without any direct intervention
• When conflict or relationship is not worth time investment

Question 18

Avoid conflict resolution tactic disadvantages

Answer 18

• Weakens the leader’s role in the organization
• May damage the group by leading problem unresolved or allowing it to be poorly resolved

Question 19

Collaborate conflict resolution tactic

Answer 19

• Or confront
• The leader and those in conflict accept the fact that they disagree and look for a “third way,” a new solution to the problem of the conflict.
• Both sides contribute to the solution,“win/win”

Question 20

Collaborate conflict resolution tactic is useful when

Answer 20

• The stakes are high
• Relationships are important
• Time allows
• There is strong interpersonal skills
• Greater chance for having a mutually satisfying resolution

Question 21

Compromise conflict resolution tactic

Answer 21

• Leader asks those in conflict to bargain—altering positions on different issues until a mutually acceptable solution is defined.
• Solution relies on concessions. “lose/lose”

Question 22

Compromise conflict resolution tactic is useful when

Answer 22

• There are complex issues
• Both sides are determined to win
• Time does not allow for true problem solving

Question 23

Compromise conflict resolution tactic disadvantages

Answer 23

• Solutions may be temporary and only partially effective
• Does not preserve egos of all parties when strong personalities are involved

Question 24

Best conflict resolution approach with ongoing relationships

Answer 24

Collaborative - all sides participate in the solution

Question 25

Collaborative approach to conflict resolution process

Answer 25

1. Both sides express their own perspectives of the disagreement. 2. Both sides paraphrase each other’s positions to confirm their understanding. 3. Both sides (and the facilitator) brainstorm solutions in a positive manner and focus on solutions that both sides believe are workable. 4. All parties agree on next steps. 5. The facilitator works to end the meeting in a positive manner, emphasizing the advantages of the new solution to each side and to the organization and the benefits of the collaborative approach.

Question 26

Challenges of conflict resolution in global organization

Answer 26

* Take into account employee willingness to raise issues and challenge those with more status * Some cultures are more comfortable with challenge

Question 27

How HR can eliminate conflict

Answer 27

* Clarity and communication * Establishing rules of conduct * Clarifying authority and responsibility * Setting objectives with input from all * Consider effects of decisions and actions on others * Create avenues for communication * Monitoring and checking on team members periodically

Question 28

Team leaders can reduce conflict on their teams by

Answer 28

* Acting fairly and consistently * Being positive and unify team on common goal * Pay attention to stress levels * Being attentive to group differences and potential for conflicts * Distributing opportunities among team members and treating all equally while avoiding favoritism