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

2. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 11-2 CONFLICT IN ORGANIZATIONS The Nature of Conflict Levels of Conflict Intrapersonal Conflict Interpersonal Conflict Intergroup Conflict

3. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 11-3 CONFLICT IN ORGANIZATIONS Sources of Conflict - Interpersonal conflict -Organizational change -Different sets of values -Threats to status -Contrasting perceptions -Lack of trust -Personality clashes

4. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 11-4 CONFLICT IN ORGANIZATIONS Figure 11-1 A model of the conflict resolution

5. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 11-5 CONFLICT IN ORGANIZATIONS Sources of Conflict (con’t) Personality Differences -Agreeableness -Conscientiousness -Openness to experience -Emotional stability -Extroversion Effects of Conflict

6. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 11-6 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

7. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 11-7 ASSERTIVE BEHAVIOR Assertiveness Interpersonal Orientations Stroking Positive strokes Negative strokes Mixed stroke Conditional strokes Unconditional strokes Applications to Conflict Resolution

8. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 11-8 QUALITY OF WORK LIFE Figure 10-7 Benefits of job enrichment emerge in three areas

9. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 11-9 POWER AND POLITICS Types of Power Personal Power Legitimate Power Expert Power Reward Power Coercive Power

10. McGraw-Hill/Irwin © 2002 The McGraw-Hill Companies, Inc., All Rights Reserved. 11-10 POWER AND POLITICS Effects of Power Bases Organizational Politics Influence and Political Power Norm of reciprocity Impression management

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