Defining Conflict
What is Conflict?
conflict refers to a disagreement through which parties involved perceive a threat to their needs, interests, or concerns.
How can communication cause conflict?
Communication can cause conflict if everyone thinks they're on the same page, and they're not.
What is conflict management style?
A person's conflict management style refers to an individual's preferred way to respond to conflict.
An effective communicator is a person who can listen _______________ in a conflict situation.
actively
Which of the third parties should be involved when the conflicting parties believe they can reach a solution, but need a third party to manage the process?
A facilitator
A conflict has to involve at least how many parties?
A conflict also involves at least two parties
What is defined as “the ability to perform an action or the possession of control or influence over others?
Power
What is a statement that is likely to be used in the avoidance conflict management style?
I don't want to talk about it
Asking “Could you give me an example of what you mean?” is an example of what active listening skills?
Asking clarifying questions
A _______ can be a manager in the organization, or a professional.
Mediator
A conflict is caused by.......?
A conflict is caused by different perceptions.
Conflicts are more likely to happen in a hostile working environment where a lack of __________ exists
Trust
Susan and Lee were in a conflict. Susan claimed she would give up part of her interests if Lee gave up part of his. This is an example of what type of conflict management style?
Compromising
What are three tools to help people resolve the problem.
A collaborative attitude, active listening, and positive language are three tools to help people resolve the problem.
Which of the third parties is given authority and hears all sides of a case, discusses it with each party, and makes a final judgment based on the information gathered?
An arbitrator
Number one consequences of conflict in a workplace.
Work not getting done at maximum
efficiency for the most part.
What refers to a set of characteristics and qualities which distinguish an individual.
Personality
In the 1970s, Kenneth Thomas and Ralph Kilmann identified how many distinct styles of handling conflict?
5
Julie, the manager of a restaurant, was frustrated because one of the waiters was absent twice without any notification. However, instead of saying, “You are unreliable,” Julie asked, “Could you give me a little advanced notice when you won’t be able to work?” Which of the following positive language skills describes Julie’s communication style?
Using a specific behavioral statement
What factors will lead to a successful mediation?
Timing, encouragement, relaxation.
What are three things conflict can result in?
They can negatively impact a business and its employees, resulting in lack of motivation, reduction in productivity, and loss of skilled employees.
Conflicts are rooted in what three major groups of factors?
situational factors, relationship factors, and personal factors.
What Management style reflects one party in conflict taking a firm stand to achieve his or her goals without seeking to cooperate with the other party or parties. A person who takes this style will likely say things like "This is your problem, not mine" or "I don't have time for you."
Competitive style
What is one of the goals of conflict resolution?
Building relationships
Last but not least, no dispute can be resolved without ___________ from the conflicting parties.
Coopreation