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What are the most common causes of conflicts in the workplace? Describe the substance and nature of each of these conflict cause and the examples provided.

1. Organizational Change.

2. Ineffective Communication.

3. Value and culture clashes.

4. Unreasonable work policies and practices.

5. Adversarial management

6. Competition for scarce resources.

7. Personality clashes.

What is assertive behavior?

"Enables a person to act in his own best interests, to stand up for himself without undue anxiety, to express his honest feeling comfortably, or to exercise his own rights WITHOUT DENYING the rights of others."

What is aggressive behavior?

Expressing your feelings, needs, and ideas at the expense of others. Aggressive persons stand up for their rights, but ignore the rights of others; they may dominate or humiliate other people.

What is the typical outcome when a win/win conflict management strategy is used?

- Fix problem, not the blame,

- Dialogue, not debate

- Listening is mandatory

What are the five different behavior styles that can be strategically implemented during a conflict situation and be able to describe each so that you could apply it to a conflict resolution scenario?

Win/Lose Style

- Must win at any costs

Avoidance Style

- Non-confrontational, ignores issue.

Problem Solving Style

- Needs of both parties are legitimate and important.

Accommodating Style

- Agreeable, non-assertive.

- Cooperative at the expense of personal goals.

No Deal option

- Agree to disagree.

Where does each of the above styles fit on the cooperation/assertiveness grid? Know the grid, its measures, and which style fits with each quadrant

Low degree of Cooperation

Win/Lose Style

Avoidance Style

High Degree of Cooperation

Problem Solving Style

Accommodating Style

Low Degree of Assertiveness

Avoidance Style

Accommodating Style

High Degree of Assertiveness

Win/Lose Style

Problem Solving Style

(5 pts - fill-in-blank response) What are the steps in the conflict resolution process?

1. Decide whether you have a misunderstanding or a true disagreement.

2. Define the problem, and collect the facts.

3. Clarify perceptions.

4. Generate options for mutual gain.

5. Implement options with integrity.

(2 pts - fill-in-blank response) In discussing negotiating strategies, Mr. Dana discussed

situations where it may be more important to maintain relationships than to "win." What

phrase did he ask you to write down that starts with, "It is better to be.."


What are some of the positive aspects of stress?

- Can be a powerful stimulus for growth if it motivates you to do your best work.

- It can promote greater awareness and help you focus and getting tasks completed quickly and efficiently.

What are the major causes of stress in the workplace?

Work/life balance



Noise pollution

Incompetent leaders

Work and family transitions

Rumination (recurring negative thoughts)

What is burnout and what are its key symptoms?

A gradually intensifying pattern of physical, psychological, and behavioral dysfunction that evolves in response to a continuous flow of stressors.

(2 pts - open-ended) What is the phrase that your professor recommended that you use as an approach to resolving conflict or addressing performance issues?

Help me to understand

According to Covey, what is necessary to build win/win solutions? (PowerPoint and handout

Character -> Relationships -> Agreements

- Character includes a balance between the qualities of courage and consideration (maturity).

- Relationships must be based on trust.

- Agreements must define desired results, guidelines, resources, accountability, and consequences.

Know the measurement scales and the four quadrants in the time Management Matrix


I. (important)

- Crises pressing problems.

- Deadline driven projects.

III. (not important)

- Interruptions

- Certain meetings, mail, reports, popular activities.


II. (important)

- Relationship building

- Planning, recreation

IV. (not important)

- Trivia, busy work

- Some mail, phone calls, time wasters.

Which Quadrant should we focus on if we want to be effective (described by measurement scales)

Quadrant II

(2pts open ended) What are the two areas into which we should invest time and energy?

- Preserving and enhancing healthy relationships

- Accomplish great results

(2 pts - open-ended) What is the key to becoming more effective by making the move to Quadrant II?

Have courage to say "no" to the unimportant activities (Quadrant III and IV)

What does it mean to value diversity?

Valuing uniqueness while respecting differences and maximizing individual potential.

(Willingness to listen, understand, and respect the ideas of others.)

What is the primary dimension of diversity and how is it different from the secondary dimension?

Primary (Born with, unchangeable)

- Age - Sex - Race - Gender - Physical/mental capabilities

Secondary ( Acquired, chosen)

- Income - Health Habits - Ethnic customs

- Religious beliefs - Appearance

What is prejudice and how is it demonstrated?

A premature attitude or an opinion that is formed without an examination of the facts.

What are stereotypes?

Perceptions, beliefs, and expectations about members of some group. Usually involves a false assumption that all members of a group share the same characteristics.

What is ethnocentrism?

Tendency to regard your own culture or nation as better or more correct than others.

What three major factors contribute to the development of prejudice and what does each mean?

Childhood experiences


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