Table of Contents

About This Course

How to Take This Course

Pre-Test

1. Conflict in Organizations 1

Introduction

Definition of Conflict

A Note on Conflict Theory and Research

Conflict Resolution Approaches

Avoiding

Accommodating

Compromising

Forcing

Collaborating

Varying Situations, Varying Approaches to Conflict Resolution

Conflict Resolution in a Changing Workforce

Changes in the Workforce

Conflict Resolution and the Law

Consulting HR or Requesting Formalized Alternatives

Types of Alternative Dispute Resolution

Conciliation

Dispute Panel

Early Neutral Evaluation

Peer Review

Facilitation

Mediation

Arbitration

Mediated Arbitration

Ombudsperson Evaluation

Minitrials

Principled Negotiation

Separating People from Issues

Focusing on Interests, Not Positions

Inventing Options for Mutual Gain

Using Objective Standards of Fairness

Having Alternatives to a Collaborative Agreement

Degree to Which Etch Party Is Knowledgeable

Willingness to Communicate

Recap

Review Questions

2. Recognizing Types of Conflict 33

Introduction

The Manager’s Job

Categorizing Conflict

Where the Manager Sits

The Authority of the Manager

Need for Creativity

Observations and Guidelines for Using Authority and Creativity

Structural Conflict

The Root Causes of Structural Conflict

Interpersonal Conflict

Constructive Versus Destructive Conflict and Conflict Resolution

Recap

Review Questions

3. Resolution of Structural Conflict 55

Introduction

Konrad Zed Peripherals Incorporated: A Case Study

Organizational Structure

Structural Resolution Approaches

Using Authority

Expanding Resources

Reducing Interaction

Clarifying Job Responsibilities

Reducing Interdependence

Creating Integrators

Using Principled Negotiation

Recap

Review Questions

4. Resolution of Interpersonal Conflict 75

Introduction

Lake City Manufacturing: A Case Study

Interpersonal Conflict Resolution Approaches

Coaching

Modifying Behavior

Playing the Rote of Mediator and the Art of Image Exchanging

Diffusing Emotions

Improving Communication

Conflict Resolution in the Age of Electronic Communication

When Conflict Resolution by Walking Is Preferable to Electronic

Communication

When Electronic Communication Is More Appropriate Than Conflict

Resolution by Walking

Creating Superordinate Goals

Using Principled Negotiation

Recap

Review Questions

5. Negotiation: The Open Approach to Conflict Resolution 111

Introduction

Negotiation

Conflict Resolution Approaches

The Connection Between Negotiation and Conflict Resolution

Approaches

The Masoon Company: A Case Study

Principled Negotiation

People

Interests

Options

Criteria

Recap

Review Questions

6. Politics: The Secret Approach to Conflict Resolution 135

Introduction

Conflict Resolution Approaches Well Suited for Organizational Politics

The Goals of Political Behavior

Organizational Politics: Little Has Changed

Dale Carnegie

The GMJ Surveys

Robert Baron and Jerald Greenberg

The Connected Administrative Assistant: A Case Study

But Is It Good for the Organization?

How to Get Ahead in Organizations by Really Trying

Norman Martin and John Sims

Recap

Review Questions

Post-Test

Bibliography

Appendix: Conflict Resolution Tool Box

Index