eleventh edition

organizational behavior

14–1
OBJECTIVES
After studying this chapter,
you should be able to:

1. Define conflict.
2. Differentiate between the traditional, human
relations, and interactionist views of conflict.
LEARNING

3. Contrast task, relationship, and process

conflict.
4. Outline the conflict process.
5. Describe the five conflict-handling intentions.
6. Contrast distributive and integrative
bargaining.

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O B J E C T I V E S (cont’d)
After studying this chapter,
you should be able to:

7. Identify the five steps in the negotiating

process.
8. Describe cultural differences in negotiations.
LEARNING

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Conflict
 Conflict Defined
– Is a process that begins when one party
perceives that another party has negatively
affected, or is about to negatively affect,
something that the first party cares about.
• Is that point in an ongoing activity when an interaction
“crosses over” to become an interparty conflict.
– Encompasses a wide range of conflicts that
people experience in organizations
• Incompatibility of goals
• Differences over interpretations of facts
• Disagreements based on behavioral expectations

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Types of Conflict

Task Conflict
Conflicts over content
and goals of the work.

Relationship Conflict
Conflict based on
interpersonal
relationships.
Process Conflict
Conflict over how work gets
done.
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The Conflict Process

E X H I B I T 14–1

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Stage I: Potential Opposition or Incompatibility
 Communication
– Semantic difficulties, misunderstandings, and
“noise”
 Structure
– Size and specialization of jobs
– Jurisdictional clarity/ambiguity
– Member/goal incompatibility
– Leadership styles (close or participative)
– Reward systems (win-lose)
– Dependence/interdependence of groups
 Personal Variables
– Differing individual value systems
– Personality types
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Stage II: Cognition and Personalization

Perceived Conflict Felt Conflict

Awareness by one or Emotional involvement in
more parties of the a conflict creating anxiety,
existence of conditions tenseness, frustration, or
that create opportunities hostility.
for conflict to arise.

Conflict Definition

Negative Emotions Positive Feelings

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Stage III: Intentions

Intentions
Decisions to act in a given way.

Cooperativeness:
Cooperativeness:
•• Attempting
Attemptingto
tosatisfy
satisfythe
theother
otherparty’s
party’sconcerns.
concerns.
Assertiveness:
Assertiveness:
•• Attempting
Attemptingto
tosatisfy
satisfyone’s
one’sown
ownconcerns.
concerns.

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 Dimensions of Conflict-Handling Intentions

Source: K. Thomas, “Conflict and Negotiation Processes in Organizations,” in M.D. Dunnette

and L.M. Hough (eds.), Handbook of Industrial and Organizational Psychology, 2nd ed., vol. 3 E X H I B I T 14–2
(Palo Alto, CA: Consulting Psychologists Press, 1992), p. 668. With permission.
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Stage III: Intentions (cont’d)

Competing
A desire to satisfy one’s interests, regardless
of the impact on the other party to the
conflict.
Collaborating
A situation in which the parties to a conflict
each desire to satisfy fully the concerns of all
parties.
Avoiding
The desire to withdraw from or suppress a
conflict.
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Stage III: Intentions (cont’d)

Accommodating
The willingness of one party in a conflict to place
the opponent’s interests above his or her own.

Compromising
A situation in which each party to a
conflict is willing to give up something.

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Stage IV: Behavior

Conflict Management
The use of resolution and stimulation
techniques to achieve the desired level of
conflict.

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 Conflict-Intensity Continuum

Source: Based on S.P. Robbins, Managing Organizational Conflict: A Nontraditional Approach

(Upper Saddle River, NJ: Prentice Hall, 1974), pp. 93–97; and F. Glasi, “The Process of Conflict
Escalation and the Roles of Third Parties,” in G.B.J. Bomers and R. Peterson (eds.), Conflict E X H I B I T 14–3
Management and Industrial Relations (Boston: Kluwer-Nijhoff, 1982), pp. 119–40.
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Conflict Management Techniques

Conflict
ConflictResolution
ResolutionTechniques
Techniques
•• Problem
Problemsolving
solving
•• Superordinate
Superordinategoals
goals
•• Expansion
Expansionofofresources
resources
•• Avoidance
Avoidance
•• Smoothing
Smoothing
•• Compromise
Compromise
•• Authoritative
Authoritativecommand
command
Source: Based on S. P. Robbins,
•• Altering
Alteringthe
thehuman
humanvariable
variable
Managing Organizational Conflict:
A Nontraditional Approach (Upper
Saddle River, NJ: Prentice Hall,

•• Altering
Alteringthe
thestructural
structuralvariables
variables
1974), pp. 59–89

E X H I B I T 14–4

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 Conflict Management Techniques

Conflict
ConflictResolution
ResolutionTechniques
Techniques
•• Communication
Communication
•• Bringing
Bringingininoutsiders
outsiders
•• Restructuring
Restructuringthe
theorganization
organization
•• Appointing
Appointingaadevil’s
devil’sadvocate
advocate

Source: Based on S. P. Robbins, Managing Organizational Conflict: A Nontraditional E X H I B I T 14–4 (cont’d)

Approach (Upper Saddle River, NJ: Prentice Hall, 1974), pp. 59–89
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Stage V: Outcomes
 Functional Outcomes from Conflict
– Increased group performance
– Improved quality of decisions
– Stimulation of creativity and innovation
– Encouragement of interest and curiosity
– Provision of a medium for problem-solving
– Creation of an environment for self-evaluation and
change
 Creating Functional Conflict
– Reward dissent and punish conflict avoiders.

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Stage V: Outcomes
 Dysfunctional Outcomes from Conflict
– Development of discontent
– Reduced group effectiveness
– Retarded communication
– Reduced group cohesiveness
– Infighting among group members overcomes
group goals

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Negotiation

Negotiation
A process in which two or more parties
exchange goods or services and attempt to
agree on the exchange rate for them.

BATNA
The Best Alternative To
a Negotiated
Agreement; the lowest
acceptable value
(outcome) to an
individual for a
negotiated agreement. 14–19
Bargaining Strategies

Distributive Bargaining
Negotiation that seeks to divide up a fixed
amount of resources; a win-lose situation.

Integrative Bargaining
Negotiation that seeks one or more
settlements that can create a win-win
solution.

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 Distributive Versus Integrative Bargaining

Bargaining Distributive Integrative

Characteristic Characteristic Characteristic

Available resources Fixed amount of Variable amount of

resources to be divided resources to be divided
Primary motivations I win, you lose I win, you win
Primary interests Opposed to each other Convergent or
congruent
with each other
Focus of relationships Short term Long term

E X H I B I T 14–5
Source: Based on R. J. Lewicki and J. A. Litterer, Negotiation (Homewood, IL: Irwin, 1985), p. 280.
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Staking Out the Bargaining Zone

E X H I B I T 14–6

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 The
Negotiation
Process

E X H I B I T 14–7

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Issues in Negotiation
 The Role of Personality Traits in Negotiation
– Traits do not appear to have a significantly direct
effect on the outcomes of either bargaining or
negotiating processes.
 Gender Differences in Negotiations
– Women negotiate no differently from men,
although men apparently negotiate slightly better
outcomes.
– Men and women with similar power bases use the
same negotiating styles.
– Women’s attitudes toward negotiation and their
success as negotiators are less favorable than
men’s.

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Third-Party Negotiations

Mediator
A neutral third party who facilitates a
negotiated solution by using reasoning,
persuasion, and suggestions for alternatives.

Arbitrator
A third party to a
negotiation who has the
authority to dictate an
agreement.

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Third-Party Negotiations (cont’d)

Conciliator
A trusted third party who provides an informal
communication link between the negotiator
and the opponent.

Consultant
An impartial third party,
skilled in conflict
management, who
attempts to facilitate
creative problem solving
through communication
and analysis. 14–26
Conflict-Handling Intention: Competition
 When quick, decisive action is vital (in
emergencies); on important issues.
 Where unpopular actions need implementing (in
cost cutting, enforcing unpopular rules,
discipline).
 On issues vital to the organization’s welfare.
 When you know you’re right.
 Against people who take advantage of
noncompetitive behavior.

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Conflict-Handling Intention: Collaboration
 To find an integrative solution when both sets of
concerns are too important to be compromised.
 When your objective is to learn.
 To merge insights from people with different
perspectives.
 To gain commitment by incorporating concerns
into a consensus.
 To work through feelings that have interfered
with a relationship.

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Conflict-Handling Intention: Avoidance
 When an issue is trivial, or more important issues
are pressing.
 When you perceive no chance of satisfying your
concerns.
 When potential disruption outweighs the benefits
of resolution.
 To let people cool down and regain perspective.
 When gathering information supersedes
immediate decision.
 When others can resolve the conflict effectively
 When issues seem tangential or symptomatic of
other issues.
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Conflict-Handling Intention: Accommodation
 When you find you’re wrong and to allow a better
position to be heard.
 To learn, and to show your reasonableness.
 When issues are more important to others than to
yourself and to satisfy others and maintain
cooperation.
 To build social credits for later issues.
 To minimize loss when outmatched and losing.
 When harmony and stability are especially
important.
 To allow employees to develop by learning from
mistakes.
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Conflict-Handling Intention: Compromise
 When goals are important but not worth the effort
of potential disruption of more assertive
approaches.
 When opponents with equal power are committed
to mutually exclusive goals.
 To achieve temporary settlements to complex
issues.
 To arrive at expedient solutions under time
pressure.
 As a backup when collaboration or competition is
unsuccessful.

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