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