CLASS NOTES
Chapter 9: Managing Conflicts Productively
I.
Case Study: The
Cask and Cleaver Work Crew
a.
How would you
handle this situation?
II.
What is
conflict?
a.
Conflict defined:
III.
Myths about
Conflict
a.
Conflict is…
i.
Truth:
b.
Conflict represents…
i.
Truth:
c.
Conflicts can be
resolved…
i.
Truth:
IV.
Types of
Conflict
a.
Substantive
Conflict
i.
Substantive Conflict defined:
b.
Affective
Conflict
i.
Affective Conflict defined:
c.
Procedural
Conflict
i.
Procedural Conflict defined:
V.
Computer-Mediated
Communication and Conflict Types
a.
Managing Conflict
in the group
i.
Conflict-Management
Styles
1.
Avoidance—
2.
Accommodation—
3.
Competition—
4.
Collaboration—
5.
Compromise—
b.
Expressing
Disagreement Ethically
i.
Express
ii.
Express
iii.
Express
iv.
React
c.
Maximizing Your
Chances to Influence the Group
i.
Make sure your
arguments are…
ii.
Make sure your
arguments…
iii.
If you are a
member of a subgroup, make sure…
d.
The Nominal
Group Technique
i.
Technique
described:
ii.
NGT Steps
include:
1.
The problem,
situation, or question is stated clearly and concisely
2.
The coordinator
asks participants to generate a list of the features or characteristics of the
problem or question
3.
The coordinator
gives the group 5-15 minutes to work silently
4.
Each suggestion
is listed and recorded in round-robin fashion on a chart visible to all members
5.
Members clarify
the items but do not yet evaluate them
6.
Each person
chooses his or her top-ranked items
7.
The group
engages in full discussion of the top-rated items
8.
A decision is
reached
e.
Principled
Negotiation
i.
PN described:
ii.
Steps include:
1.
Separate the
people from the problem
2.
Focus on
interests, not positions
3.
Invent new
options for mutual gain
4.
Insists on using
objective criteria
a.
What do each of
the above steps mean?