When you finish studying the material in this chapter, you should be able to:

1. Define the term conflict, and put the three metaphors of conflict into proper perspective for the workplace.
   
   
2. Distinguish between functional and dysfunctional conflict, and discuss why people avoid conflict.
   
   
3. List six antecedents of conflict, and identify the desired outcomes of conflict.
   
   
4. Define personality conflicts, and explain how managers should handle them.
   
   
5. Discuss the role of in-group thinking in intergroup conflict, and explain what management can do about intergroup conflict.
   
   
6. Discuss what can be done about cross-cultural conflict.
   
   
7. Explain how managers can stimulate functional conflict, and identify the five conflict-handling styles.
   
   
8. Explain the nature and practical significance of conflict triangles and alternative dispute resolution for third-party conflict intervention.
   
   
9. Explain the difference between distributive and integrative negotiation, and discuss the concept of added-value negotiation.