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OSU BA 352 - Chapter 11 – Managing Conflict

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Slide 1ConflictConflict in The OfficeAntecedents of ConflictSlide 5Slide 6Desired Outcomes of ConflictMajor Forms of ConflictManaging Conflict Programming Functional ConflictManaging Conflict Alternate Styles for Handling Dysfunctional ConflictAlternate Dispute ResolutionNegotiationSlide 13Norlegions Country Of NorwayPresents…Chapter 11 – Managing ConflictChapter 11 – Managing ConflictTom CutsforthRick BrentanoKevin SwaniganNicole CecchiniAndrew WeeklyBA352Norlegions Country Of Norway One party perceives its interests are being opposed or set back by another party–Functional: serves organization’s interests•“constructive” or “cooperative conflict”–Dysfunctional: threatens organization’s interests ConflictNorlegions Country Of NorwayConflict in The OfficeConflict!!!Conflict!!!Functional?Functional?OrOrDysfunctional?Dysfunctional?Norlegions Country Of NorwayAntecedents of Conflict•Incompatible personalities or value systems•Overlapping/unclear job boundaries•Competition for limited resources•Interdepartment/intergroup conflict•Inadequate communication•Interdependent tasks•Organizational complexity•Unreasonable/unclear policies, standards, or rules•Unreasonable deadlines or extreme time pressure•Collective decision making•Decision making by consensus•Unmet expectations•Unresolved or suppressed conflictsNorlegions Country Of NorwayAntecedents of Conflict•Break into groups and discuss each antecedent for about 5 minutes•Think of possible examples of situations of conflict that could arise from these antecedents•If you were a manager, how would you deal with this condition to anticipate conflict or take measures to resolve it if it becomes dysfunctional in your work environment?Norlegions Country Of NorwayIssuesPersonalitiesEmotionsInterests, Needs, & DesiresSelf-Perceptions & Self-EsteemHidden ExpectationsUnresolved Issues From The PastConflict IcebergNorlegions Country Of NorwayDesired Outcomes of ConflictTjosvold’s Cooperative Conflict Model1. Agreement : equitable and fair 2. Stronger Relationships : build bridges of goodwill and trust for future use3. Learning : functional conflict can promote greater self-awareness and creative problem solvingNorlegions Country Of NorwayMajor Forms of Conflict•Personality Conflict•Intergroup Conflict•Cross-Cultural ConflictNorlegions Country Of NorwayManaging ConflictProgramming Functional Conflict•Programmed Conflict –encourages different opinions without protecting management’s personal feelings•Devil’s Advocacy•Dialectic Method–fostering a debate of opposing viewpoints to better understand an issueNorlegions Country Of NorwayManaging ConflictAlternate Styles for Handling Dysfunctional Conflict•Integrating (Problem Solving)•Obliging (Smoothing)•Dominating (Forcing)–“I win, you lose”•Avoiding –appropriate for trivial issues•Compromising– give-and-take approachIntegratingDominating AvoidingObligingCompromising High - Concern for Self - LowConcern for othersHighLowNorlegions Country Of NorwayAlternate Dispute Resolution•Facilitation•Conciliation•Peer review•Ombudsman•Mediation•ArbitrationNorlegions Country Of NorwayNegotiation•Distributive –single issue in which one person gains at the expense of the other–win-lose approach •Integrative–progressive win-win strategy–Added-Value NegotiationNorlegions Country Of NorwayThe


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OSU BA 352 - Chapter 11 – Managing Conflict

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