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Deci, la conflict management:

- 1 punct officiu
- Primele 10 intrebari sunt multiple choices si
yes/no question (5 puncte). Cam despre:
intrapersonal conflict, 5 styles of conflict
management, classical view of organizational
conflict, etc
- O intrebare despre un source pt interpersonal
conflict si explicatia (1 punct)
- Urmatoarele 6 intrebari (3 puncte):
+ functional outcomes of organization conflict
+ characteristics of right listening
+ characteristics of non-verbal communication
+ methods of diagnosis
+ ...
- Ultimele 2 intrebari (2 puncte - optional)
+ Spliting nego sau ceva de genul
+ Prisoner dilemma

Ly

Curs 1 rezumat
Keywords in green.
Classical view of organizational conflict management
- Does not appreciate different impacts of conflict on organizations

- Conflict should be eliminated


- Reduce conflict for enhancing the organizational efficiency
The modern view of organizational conflict
- Conflict is legitimate and inevitable

- Conflict is a positive indicator of effective organizational management


- Conflict within certain limits is essential to productivity
Functional outcomes of conflict management
conflict may stimulate innovation, creativity and change;

organizational decision making processes may be improved;


alternative solutions to a problem may be found;
conflict may lead to synergistic solutions to common problems;
individual and group performance may be enhanced;
individuals and groups may be forced to search for new approaches;
individuals and groups may be required to articulate and clarify their positions.
Dysfunctional outcomes: pe dos la cele de mai sus
conflict may cause job stress, burnout and dissatisfaction;
communication between individuals and groups may be reduced;
a climate of distrust and suspicion may be developed;

relationships may be damaged;


job performance may be reduced;
resistance to chance can increase;
organizational commitment and loyalty may be affected.

Types of conflict based on antecedent conditions:


Substantive: diferente de opinie referitoare la taskuri
Affective: intre oameni, relatiile din ei
Substantive-affective: evolueaza de la diferente de opinie strict legate de
business la diferente de sentimente
Process: cum procedam ca sa get the s**t done, ce putem delega, care sunt
deadline-urile?
Goal conflict
Conflict of interests
Conflict of values
Structural or institutionalized conflict
Realistic vs. nonrealistic conflict
Retributive conflict: cand te mananca sa-l pedepsesti pe opponent

Misattributed conflict
Displaced conflict
Types of conflict based on organizational levels:
1. Intra-organizational (in cadrul unei organizatii)
2. Inter-organizational (intre doua sau mai multe organizatii)

1. Intra-organizational

a. Intrapersonal conflict; when an organizational member is required to perform certain


tasks that do not match his or her expertise
b. Interpersonal conflict: between two or more organizational members of the same or
different hierarchical levels
c. Intragroup conflict: conflict among members of a group or between two or more
subgroups within a group
d. Intergroup conflict: between two or more units or groups within an organization

There are four models of the styles of handling interpersonal conflict:

Model of two styles: cooperative relationship is more effective than competitive relationship.

Model of three styles: non-confrontation (obliging); solution-orientation (integrating); control


(dominating).

Model of four styles: yielding; problem solving; inaction; contending

Model of five styles: integrating; obliging; dominating; avoiding; compromising

Curs 2 rezumat
Active listening:

Active Body Language: 70% din comunicare, zice cel mai multe
Eliminate distractions: fara telefon mobil, sau daca-ti suna si nu e important, il
inchizi
Empathy: sentimentele din spatele vorbelor
Content:
Listen for details

Question for clarification: cand ma intreaba mama Ce-am mancat? de 10 ori


Rephrasing: repeta cu cuvintele tale ce ai inteles
Right listening:
Release tension and assume a posture that allows for listening without resistance

Perceive the speakers feelings; step into their thoughts


Silence your own sympathy and antipathy
Feel the other person cognitively, not emotionally
Check to make sure you understand the speaker and hear the details

Characteristics of non-verbal communication


Intentional or unintentional
Ambiguous
Primary

Continuous
Multi-channeled
In University am primit continuu multi chansi. (a spus un moldovean american)
Types of non-verbal communication:
Kinesics: contact vizual, atingere, gesturi, mutrele pe care le faci cand vorbesti.
Paralanguage: intonatie
Vocal interferences: (Uhhh, Ummm, you know, like)
Spatial Usage : proxemics
Proxemics: 1. Cand un tip destept are un discurs. public distance.

2. Cand un tip destept intra intr-o sala si nu cunoaste pe nimeni. social distance
3. Cand un tip destept bea bere cu prietenii lui. social distance
4. Cand un tip destept se da la o fata desteapta intimate distance
Depth of knowledge = in the area of expertise.

Breadth of Knowledge = ability to converse with others in fields of outside area of expertise.
Curs 3 rezumat
Minimize conflict:
The following conflict should be minimized to reduce their impacts on individual and group
effectiveness: (PAS initialele sau altfel spus, mergem la PAS ascultand melodia Mil pasos de la
Soha https://www.youtube.com/watch?v=Z1dIRjazpBw)
1. Process conflict
2. Affective conflict
3. Substantive conflict
Conflict Management Styles:

Integrating
Obliging
Dominating
Avoiding
Compromising

IO (mi-s) DAC la radacini.


Diagnosis of conflict:

Measurement of conflict, sources, it effectiveness


Analysis of relations among them.

Transformational Leadership:

3 factors:
Charisma
Intellectual Stimulation
Individualized Consideration
CSC Chari Stimul Consideri
Curs 4 rezumat
Intrapersonal Conflict -
3 types of intrapersonal conflict: ( 3 AA de la Alcoolicii Anonimi)
Approach-approach conflict choose between 2 attractive alternatives
Approach-avoidance conflict - a situation that possesses both desirable as well
as undesirable aspects
Avoidance-avoidance conflict - both alternatives possess negative
consequences
4 types of four types of role conflict:
intrasender conflict
intersender conflict

interrole conflict
intrarole conflict
Management of intrapersonal conflict involves:
diagnosis : Self-report, Observation, Interview (SOI, sau cum ar scrie
analfabetul Sunt in lb. spaniola)
intervention
Sources of intrapersonal conflict:

misassignment and goal incongruence: cand Ioana e pusa de scrie cod in php., dar
Ioana does not have the appropriate expertise, aptitude and commitment
Inappropriate demand on capacity: cand oricat ar lucra Ioana, nu este de-ajuns; a
persons capacity significantly exceeds the demands of the position
organization structure
supervisory style
position
personality

Intervention to solve conflicts:


Process: sequence of events or activities that are undertaken to bring about some desired
outcome
Structural: refers to the stable arrangement of task, technological and other factors so that
organizational members can work effectively.
Curs 5 rezumat
Prisonner Dilemma
//best option both confess
Sources of interpersonal conflict: personality, bases of power, organizational culture, referent
role, gender

Course 6 - rezumat
Intragroup conflict
Types of groups: Formal groups: task groups, project groups
Informal groups: Interest groups, friendship groups

Types of conflicts that affect intragroups: affective conflict, process conflict, substantive
conflict
Sources of intragroup conflict:
leadership style
task structure
group composition
conflict asymmetry

size
cohesiveness and groupthink
external threats
Intervention can be made through:
process: teambuilding;
structural:
change group membership
change the group size
alter the difficulty and the variability of the tasks
alter the reward system
alter the rules and procedures

Course 7 rezumat

Intergroup conflict
The law of intergroup conflict (Down 1968)
all groups are in partial conflict with each other
intergroup conflict is inevitable in complex organizations
The management of intergroup conflict implies:
diagnosis, can be performed by means of:
interviews,
observation,
company records,
the perceptions of organizational members

intervention, can be made through:


process and
structural techniques
Sources of intergroup conflict:

system differentiation
task interdependence
dependence on scarce resources
jurisdictional ambiguity

relationship between line and staff


Intergroup problem solving involves four distinct steps:
problem formulation
problem solution
implementation plan
implementation of the plan
implementation review
Organizational mirroring

the representatives of the work-related groups participate in an intervention


exercise to give quick feedback to the host group as to how it is perceived

the host group that is experiencing conflict with the work-related groups may
invite key people from these groups to attend organizational mirroring
the consultant diagnoses the intergroup conflict before the exercise and
prepares the results for presentation
Course 8 rezumat
Mediation

Approaches to solving conflict:


1. Power-based intervention: competitive
2. Rights-based intervention: legal
3. Interest-based intervention: interese comune
Many interest-based processes fall within the term alternative dispute resolution
(ADR) : arbitration and mediation
Mediator approaches: conciliation and problem solving
Model of mediation:

Course 9 rezumat

Negociation
Negotiations can be split into four stages:
1. preparing for negotiation: setting objectives, defining strategy and assembling data;
2. opening;
3. bargaining;
4. closing.
Negotiation types:
Competitive negotiation

win/lose
Power-based
Cooperative negotiation
win/win
Needs-based

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