Choose 1 question and discuss.
- Compare and contrast substantive conflict, personalized conflict, and dysfunctional conflict.
- Explain how supervisors and employees are categorized as bullies, slackers, or team players.
- Define constructive conflict. Why is constructive conflict an important concept?
- What are some causes of conflict in modern organizations and work environments?
- Describe the negotiation styles found in Figure 14.2.
- What are interest-based negotiating and the reciprocity reflex?
- Compare and contrast grievance procedures with complaint procedures.
- Analyze and explain supervisory guidelines for resolving complaints and grievances: make time available, listen patiently and with an open mind, and distinguish facts from opinions.
- Analyze and explain supervisory guidelines for resolving complaints and grievances: determine the real issue, check and consult, avoid setting precedents, and exercise self-control.
- Analyze and explain supervisory guidelines for resolving complaints and grievances: minimize delays in reaching a decision, explain decisions clearly and sensitively, keep records, and do not fear a challenge.
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