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Chapter 11

BUS 272 Chapter Notes - Chapter 11: Communication Problems, Problem Solving, Best Alternative To A Negotiated Agreement

Business Administration
Course Code
BUS 272
Sarbjit Hovey

of 4
Chapter 11
Conflict and negotiation in the workplace
Process in which one party perceives that his or her interests are being opposed or negatively affected by the other party
Is conflict good or bad?
Wastes time, energy, resources
Discourages people from sharing resources and coordinating
Higher stress and dissatisfaction
Increases organizational politics
Weakens team cohesion
Better decision making
Tests logic of arguments
Questions assumptions
More responsive to changing environment
Stronger team cohesion
The emerging view: constructing and relationship conflict
Constructive conflict
A type of conflict in which people focus on their discussion on the issue while maintaining respect for people having other
points of view.
Relationship conflict
Chapter 11
A type of conflict in which people focus on the characteristics of other individuals, rather than on the issue as the source of
Minimizing relationship conflict
Emotional intelligence
People with high emotional intelligence are able to regulate their emotions.
Cohesive team
Cohesive teams are stronger therefore they have a bigger level of trust and get don’t offended easily.
Supportive team norms
Some norms might discourage team members from displaying negatives emotions
Conflict process model
1. Sources of conflict
2. Conflict perceptions and emotions
3. Manifest of conflict
4. Conflict outcomes
Structural sources of conflict
Incompatible goals
One party’s goals seem to interfere with others goal
Different values and beliefs.
Might have the same goal but they want to do it in different ways.
Chance of interfering with other goals or work
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Scare resources
Motivates competition for the resources
Ambiguous rules
Creates uncertainty, so goals are at risk
Politics comes in
Communication problems
Increases stereotyping
Reduces motivation to communicate because of arrogance or disagreement.
Conflict handling style
Problem solving
Tries to find a solution that is beneficial for both parties.
Win-win orientation
Tries to win the conflict at others expenses
Win-lose orientation
Try to avoid conflict situations
Low concern by own and other party
Involves giving in completely to other side’s wishes or at least cooperating with little or no attention to your own interest.