1. Norlegions Country Of Norway Presents… Chapter 11 – Managing Conflict Tom Cutsforth Rick Brentano Kevin Swanigan Nicole Cecchini Andrew Weekly BA352

2. Norlegions 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 Conflict

3. Norlegions Country Of Norway Conflict in The Office Conflict!!! Functional?OrDysfunctional?

4. Norlegions Country Of Norway Antecedents 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 conflicts

5. Norlegions Country Of Norway Antecedents 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?

6. Norlegions Country Of Norway Issues Personalities Emotions Interests, Needs, & Desires Self-Perceptions & Self- Esteem Hidden Expectations Unresolved Issues From The Past Conflict Iceberg

7. Norlegions Country Of Norway Desired Outcomes of Conflict Tjosvold’s Cooperative Conflict Model 1.Agreement : equitable and fair 2.Stronger Relationships : build bridges of goodwill and trust for future use 3.Learning : functional conflict can promote greater self-awareness and creative problem solving

8. Norlegions Country Of Norway Major Forms of Conflict Personality Conflict Intergroup Conflict Cross-Cultural Conflict

9. Norlegions Country Of Norway Managing Conflict Programming 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 issue

10. Norlegions Country Of Norway Managing Conflict Alternate 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 approach Integrating DominatingAvoiding Obliging Compromising High - Concern for Self - Low Concern for others High Low

11. Norlegions Country Of Norway Alternate Dispute Resolution Facilitation Conciliation Peer review Ombudsman Mediation Arbitration

12. Norlegions Country Of Norway Negotiation Distributive –single issue in which one person gains at the expense of the other –win-lose approach Integrative –progressive win-win strategy –Added-Value Negotiation

13. Norlegions Country Of Norway The End