Page 187 - DMGT106_MANAGING_HUMAN_ELEMENTS_AT_WORK

Unit 8: Communication and Conflict

Notes
8.6.9 Physical/Environmental Barriers
8.7 Conflict
8.7.1 Attitudes towards Conflict

8.8 Stages of Conflict
8.9 Outcomes of Conflict
8.10 Types of Conflict

8.10.1 Intrapersonal Conflict
8.10.2 Role-related Intrapersonal Conflicts
8.10.3 Goal-related Conflicts
8.10.4 Interpersonal Conflict

8.10.5 Intragroup Conflict
8.10.6 Intergroup Conflict
8.10.7 Interorganizational Conflict

8.11 Sources of Conflict
8.11.1 Scarcity of Resources
8.11.2 Specialization
8.11.3 Interdependence

8.11.4 Incompatible Goals
8.11.5 Status Differences
8.11.6 Jurisdictional Ambiguity

8.11.7 Incompatible Personalities
8.11.8 Differences in Perception
8.11.9 Differences in Values
8.11.10 Communication Distortions

8.11.11 Cultural Barriers
8.12 Resolving Conflict Situations
8.12.1 Acknowledge that a Difficult Situation Exists

8.12.2 Let Individuals Express Their Feelings
8.12.3 Define the Problem
8.12.4 Determine Underlying Needs
8.12.5 Find Common Areas of Agreement, no Matter How Small

8.12.6 Find Solutions to Satisfy Needs
8.12.7 Guiding Principles
8.13 Dealing with Anger

8.13.1 To Effectively Defuse Anger, Keep in Mind the Needs of the Angry Speaker

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