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Conflict, Cooperation, Trust, and Deviance: Interpersonal Behavior at Work Chapter 11
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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.
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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.
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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
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5 Organizational Citizenship Behaviors
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6 Individual Cooperation Determinants Reciprocity Principle Personal Orientation Competitors Individualists Cooperators Equalizers Organizational Reward Systems
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7 Cooperation Between Organizations Partnering with Suppliers Research and Development Partnerships Interorganizational Alliances and Social Dilemmas
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8 Conflict Types Substantive Affective Process
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9 Conflict Causes Grudges Malevolent Attributions Destructive Criticism Distrust Scarce Resource Competition
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10 How to Manage Conflict Effectively
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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
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12 Managing Conflict Through Negotiation Alternative Dispute Resolution Mediation Arbitration Binding Voluntary Conventional Final Offer
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13 Whistle Blowing
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14 Cyberloafing Using Company’s Email and/or Internet Facilities for Personal Use
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15 Workplace Aggression Types Expressions of Hostility Obstructionism Overt Aggression
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16 Workplace Aggression Causes Perceived Unfairness High Trait Anger Positive Attitude Toward Revenge Past Experience with Aggression Express Anger Overtly
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17 Workplace Bullying
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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
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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
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