McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 11-1 Chapter 11 Interpersonal Behavior.

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McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved Chapter 11 Interpersonal Behavior

McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved CONFLICT IN ORGANIZATIONS The Nature of Conflict Levels of Conflict Intrapersonal Conflict Interpersonal Conflict Intergroup Conflict

McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved CONFLICT IN ORGANIZATIONS Sources of Conflict - Interpersonal conflict -Organizational change -Different sets of values -Threats to status -Contrasting perceptions -Lack of trust -Personality clashes

McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved CONFLICT IN ORGANIZATIONS Figure 11-1 A model of the conflict resolution

McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved CONFLICT IN ORGANIZATIONS Sources of Conflict (con’t) Personality Differences -Agreeableness -Conscientiousness -Openness to experience -Emotional stability -Extroversion Effects of Conflict

McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved CONFLICT IN ORGANIZATIONS A Model of Conflict Conflict Outcomes Win-win outcome of conflict Participant Intentions Resolution Strategies -Avoiding -Smoothing -Forcing -Compromising -Confronting Negotiating Tactics

McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved ASSERTIVE BEHAVIOR Assertiveness Interpersonal Orientations Stroking Positive strokes Negative strokes Mixed stroke Conditional strokes Unconditional strokes Applications to Conflict Resolution

McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved QUALITY OF WORK LIFE Figure 10-7 Benefits of job enrichment emerge in three areas

McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved POWER AND POLITICS Types of Power Personal Power Legitimate Power Expert Power Reward Power Coercive Power

McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved POWER AND POLITICS Effects of Power Bases Organizational Politics Influence and Political Power Norm of reciprocity Impression management

McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved Questions