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• What is the nature of conflict as defined in the study material?


  A disagreement through which two or more parties perceive a threat to their interests, needs, or concerns
• What is the difference between dysfunctional and constructive conflict?


  Dysfunctional conflict is destructive, while constructive conflict is adaptive and positive
• What are the characteristics of constructive conflict?


  • Balances interests of both parties
  • Maximizes mutual gains
  • Contains elements of creativity and adaptation
  • Leads to identification of new alternatives and ideas
• What are some sources of conflict in firms?

  Differing task goals, process goals, interpersonal differences, resource constraints, change, differing values, poor communication, task interdependence, and organizational structure
• What are the types of conflict mentioned in the study material?

  1. Task conflict
  2. Process conflict
  3. Relationship conflict
  4. Conflict of interest
  5. Values conflict
  6. Information conflict
  7. Structural conflict
  8. Vertical conflict
• What triggers conflict escalation according to the study material?

  Conflict escalation begins when one party uses aggressive tactics against the other
• What are the stages of Glasl’s Nine-Stage Model of Conflict Escalation?


  1. Hardening
  2. Debate
  3. Action over Words
  4. Images and Coalitions
  5. Loss of Face
  6. Threat as a Strategy
  7. Limited Attempts to Overthrow
  8. Fragmentation of the Enemy
  9. Together into the Abyss
• What happens during the 'Images and Coalitions' stage of conflict escalation?


  The focus shifts from issues to personalization of the conflict, leading to a "win or lose" mentality
• What are some actions that can help de-escalate conflict?

  Being an empathetic listener, focusing attention on the other person, and using delay tactics
• What are the risk factors for coworker violence in organizations?


  • Supervising others
  • Working in a high-stress environment
  • Personality conflicts
  • Understaffed workplaces
  • Economic downturns
• What are the five interpersonal conflict management strategies?


  1. Collaborating
  2. Compromising
  3. Competing
  4. Accommodating
  5. Avoiding
• What does the collaborating conflict management style aim for?


  A desire to give both parties what they want
• What is the goal of the compromising conflict management style?


  Each side sacrifices something to end the conflict
• How does the competing conflict management style differ from accommodating?


  Competing pursues one's own interest at the expense of the other, while accommodating is cooperative
• What does avoiding as a conflict management strategy entail?


  Ignoring the conflict or denying that it exists
• Why is it important to understand the conflict escalation process?


  It helps in managing and resolving conflicts effectively
• How can constructive conflict be created?


  By balancing interests and maximizing mutual gains
• What is the difference between distributive and integrative negotiation?

  Distributive negotiation focuses on dividing a fixed amount of resources, while integrative negotiation seeks win-win solutions
• What are the three types of alternative dispute resolution?


  Mediation, arbitration, and negotiation
• What is the goal of a win-win solution in conflict resolution?


  To find a solution that satisfies both parties involved
• Why should parties avoid blaming each other during conflict resolution?


  Blaming can cause parties to lose face and escalate the conflict
• What should be the focus during conflict resolution discussions?


  Focus should be on issues rather than emotions
• What is one way to minimize conflict?


  By minimizing the situation or the conflict itself
• What are the five interpersonal conflict management strategies?


  • Collaborating
  • Compromising
  • Competing
  • Accommodating
  • Avoiding
• How does the collaborating conflict management style function?


  It reflects a desire to give both parties what they want
• What does the compromising conflict management style involve?


  Each side sacrifices something to end the conflict
• What characterizes the competing conflict management style?


  It involves pursuing one's own interest at the expense of the other party
• What is the accommodating conflict management style?


  It is a cooperative style that seeks to satisfy the other party
• What does the avoiding conflict management style entail?


  It involves ignoring the conflict or denying that it exists
• What are the elements of the conflict process?


  • Disagreements
  • Emotions
  • Escalation
• What are the best conflict resolution behaviors?


  • Listening actively
  • Questioning
  • Communicating nonverbally
  • Mediating
• What is perspective taking in conflict resolution?


  It involves trying to understand the other person's point of view
• Why is focusing on interests rather than positions important in conflict resolution?


  It helps address the root cause of the conflict
• What does creating solutions involve in conflict resolution?


  It involves brainstorming and asking questions to find solutions
• What is the purpose of documenting in conflict resolution?


  To ensure common understanding and clear communication
• What are the worst conflict resolution behaviors?


  Avoiding the conflict, winning at all costs, and displaying anger
• Why is avoiding conflict rarely successful?


  Because it does not address the underlying issues
• What does displaying anger do in conflict resolution?


  It makes the other person defensive and hinders resolution
• Why is retaliating considered unprofessional in conflict resolution?


  It does not promote resolution and is disrespectful
• What are the key elements of effective negotiation?


  • Evaluate all sides and their goals
  • Avoid either/or thinking
  • Ensure mutual understanding of interests
  • Identify sources of leverage