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Lecture Twelve Chapter Ten

Lecture Twelve Chapter Ten. Conflict Management. MANAGERS SPEND 20% OF THEIR TIME DEALING WITH CONFLICT. DEFINITIONS. Katz and Kahn

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Lecture Twelve Chapter Ten

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  1. Lecture TwelveChapter Ten Conflict Management

  2. MANAGERS SPEND 20% OF THEIR TIME DEALING WITH CONFLICT

  3. DEFINITIONS • Katz and Kahn • Two systems are in conflict when they interact directly in such a way that the actions of one tend to prevent or compel some outcome against the resistance of the other. • Smith • A situation in which conditions, practices, or goals of individuals are inherently incompatible. • Thomas • A struggle over values or claims to scarce resources, power, or status. In this struggle, opponents aim to neutralize, injure, or eliminate their rivals

  4. POSITIVE ASPECTS OF CONFLICT • Requires Manager to Evaluate Their Goals • Creates Dialogue Between Employees • Fosters Solutions • Foster Creativity • Helps People Overcome Individual Psychological Distortions and Bias • Provides Higher Quality Decisions

  5. FOUR AXIOMS RELATINGCONFLICT TO COMMUNICAITON • Conflict Involves at Least Two Parties • Conflict Develops Due to Perceived Mutually Exclusive Goals • Conflict Involves Parties Who May Have A different Value or Perception System • Conflict Terminates Only When Each Party is Satisfied That It Has Won Or Lost

  6. MANIFESTATION OF CONFLICT Conflict Aggression Integrated Problem Solving

  7. CONFLICT RESOLUTION • WIN/LOSE • Dominance of Power and Authority • LOSE/LOSE • Negotiation and Compromise • WIN/WIN • Consensus • Integrative

  8. MAXIMIZATION STRATEGIES • Cooperation is better than competition within organizations • When parties are trusted they tend to function at a higher level (Page 228) • Status differences should be minimized • Start with the view that mutually acceptable solutions can be found

  9. Six Action Steps • Review and Adjust Conflict Conditions • Review and Adjust Perceptions • Review and Adjust Attitudes • Define the Problem • Jointly Search for Alternatives • Evaluate Alternative and Develop Ultimate Solutions

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