1. Conflict, Cooperation, Trust, and Deviance: Interpersonal Behavior at Work Chapter 11

2. 2 Learning Objectives 1.Describe three types of psychological contracts and the two basic kinds of trust that play a role in work relationships. 2.Describe organizational citizenship behavior and ways in which it may be encouraged. 3.Identify ways in which cooperation can be promoted in the workplace.

3. 3 Learning Objectives 4.Describe the causes and effects of conflict in organizations along with techniques that can be used to manage conflict in organizations. 5.Explain why deviant organizational behavior can produce positive as well as negative effects. 6.Describe the major forms of workplace deviance, both constructive and destructive.

4. 4 Developing and Promoting Trust  Developing Some Tend to Be More Trusting Some Develop Trustworthy Reputations  Promoting Always Meet Deadlines Follow Through as Promised Spend Time Sharing Personal Values and Goals

5. 5 Organizational Citizenship Behaviors

6. 6 Individual Cooperation Determinants  Reciprocity Principle  Personal Orientation Competitors Individualists Cooperators Equalizers  Organizational Reward Systems

7. 7 Cooperation Between Organizations  Partnering with Suppliers  Research and Development Partnerships  Interorganizational Alliances and Social Dilemmas

8. 8 Conflict Types  Substantive  Affective  Process

9. 9 Conflict Causes  Grudges  Malevolent Attributions  Destructive Criticism  Distrust  Scarce Resource Competition

10. 10 How to Manage Conflict Effectively

11. 11 Managing Conflict Through Negotiation Win–Win Solutions  Avoid Making Unreasonable Offers  Seek the Common Ground  Broaden the Scope of Issues Considered  Uncover the “Real” Issues

12. 12 Managing Conflict Through Negotiation Alternative Dispute Resolution  Mediation  Arbitration Binding Voluntary Conventional Final Offer

13. 13 Whistle Blowing

14. 14 Cyberloafing Using Company’s Email and/or Internet Facilities for Personal Use

15. 15 Workplace Aggression Types  Expressions of Hostility  Obstructionism  Overt Aggression

16. 16 Workplace Aggression Causes  Perceived Unfairness  High Trait Anger  Positive Attitude Toward Revenge  Past Experience with Aggression  Express Anger Overtly

17. 17 Workplace Bullying

18. 18 Managing Workplace Aggression  Establish Clear Norms Against Abusive Treatment of Employees and Enforcement of Procedures  Train Managers in Interpersonal Skills  Conduct Periodic Employee Satisfaction and Commitment Assessments

19. 19 Employee Theft  Causes  See Coworkers Doing It  Not Stealing Goes Against Group Norms  Reducing  Involve Employees in Theft Policy Creation  Communicate Stealing Costs  Treat Employees Fairly  Be a Good Role Model