1. Organizational Conflict A process that occurs when a person or group believes that others have or will take action that is at odds with their own goals and interests.

2. Organizational Sources of Conflict Conflict Competition over Scarce Resources Differences in Power, Status, Culture Ambiguity over Jurisdiction Group Identification

3. Interpersonal Causes of Conflict Conflict Competitive Reward Systems Faulty Communication Personal Characteristics Faulty Attribution

4. Costs & Benefits of Conflict Costs of Conflict Negative emotions and stress Stereotyping Faulty decision making Benefits of Conflict Discussion of problems Basis for change Increase in motivation and loyalty

5. Managing Conflict Bargaining & Negotiation -- the process in which the parties in dispute make offers and counter offers Mediation and Arbitration -- third party intervention Superordinate Goals -- commonality is seen in goals and the solution is greater than either parties’ initial goal

6. Aspects of Bargaining Framing the issue –Task orientation –Emotional orientation –Cooperative orientation Orientation strategy –Win -- lose –Win -- win

7. Aspects of Mediation Enlarging the pie Logrolling Cost cutting Bridging

8. Stress A pattern of behavioral, emotional, and physiological reactions that occur in response to demanding events (stressors)

9. The Process of Stress Individual Factors Organizational Factors Behavioral Symptoms Psychological Symptoms Physiological symptoms Experienced Stress

10. Stress Factors Organizational Demanding Jobs Competing demands Role ambiguity Job responsibility Isolation Unpleasant working conditions Individual Stressful life events Daily stress Personality Perception

11. Consequences of Stress Physiological Symptoms –Headaches, High blood pressure, Heart disease Psychological Symptoms –Anxiety, Depression, Burnout, Callousness Behavioral Symptoms –Productivity loss –Withdrawal

12. Managing Stress Personal approaches –Lifestyle, Physiological, Cognitive Organizational approaches –Job redesign –Social support –Family friendly policies –Wellness and EAP Programs

13. Backwards and Forwards. Summing up. Today we looked at two side of conflict: the harmful and the beneficial; causes and ways to manage conflict, how stress can arise from conflict, organizational and individual factors in stress, and its resolution. Looking ahead:. What pushes organizations to change, what are the sources of resistance? Next time.