1. Managing Conflict and Negotiation
Chapter 14
Managing Conflict and Negotiation
Conflict: A Modern
Perspective
Types of Conflict
Managing Conflict
Negotiation
Conflict Management and
Negotiation: A
Contingency Approach

2. 14-2
Conflict
Conflict One party perceives its interests are being opposed or set back by another party
Functional Conflict serves organization’s interests
Dysfunctional Conflict threatens organization’s interests
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© 2004 The McGraw-Hill Companies, Inc. All rights reserved.

3. The Relationship between Conflict Intensity and Outcomes
14-3
Figure 14-1
The Relationship between Conflict Intensity and Outcomes
Positive
Outcomes
Neutral
Too little conflict
Appropriate conflict
Too much conflict
Negative
Low
Moderate Intensity
High
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© 2004 The McGraw-Hill Companies, Inc. All rights reserved.

4. Types of Conflict
Personality – interpersonal opposition based on personal dislike and/or disagreement
Intergroup – conflict among work groups, teams, departments
Cross-cultural – occurs between or among members of different cultures

5. Managing Conflict
Interventions that alter the level and form of conflict in ways that maximize its benefits and minimize its dysfunctional consequences
Not always reduction or removal of conflict
Can involve stimulating functional conflict
Devil’s advocacy approach
Dialectic method

6. Five Conflict-Handling Styles
14-15
Figure 14-4
Five Conflict-Handling Styles
Integrating
Obliging
High
Compromising
Concern for Others
Dominating
Avoiding
Low
High
Low
Concern for Self
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© 2004 The McGraw-Hill Companies, Inc. All rights reserved.

7. Alternative Dispute Resolution (ADR)Techniques
14-18
Alternative Dispute Resolution (ADR)Techniques
Alternative Dispute Resolution (ADR) avoiding costly lawsuits by resolving conflicts informally or through mediation or arbitration
Facilitation
Conciliation
Peer review
Ombudsman
Mediation
Arbitration
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© 2004 The McGraw-Hill Companies, Inc. All rights reserved.

8. 14-19
Negotiation
Negotiation give-and-take process between conflicting interdependent parties
Distributive negotiation: Single issue; fixed-pie; win-lose.
Integrative negotiation: More than one issue; win-win.
McGraw-Hill
© 2004 The McGraw-Hill Companies, Inc. All rights reserved.