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23.2 (a) Trevor, Joss, Michael and Leona are all managers in HGF Co experiencing conflict in their teams.Trevor responds to conflict by encouraging the individuals to bargain and negotiate.Joss puts emphasis on the task in hand and stresses that the group effort must be superior toindividual effort.Michael likes to use his power as manger to force a settlement on his team. This causes some resentment amongst his team members.Leona ignores the conflict in the hope that the issue is trivial and the team will then continue to operate as normal.
The following are management responses to conflict:
A Denial
B Compromise
C Dominance
D Integration/Collaboration
For each manager, select the response that they use to conflict.
(i) Trevor
(ii) Joss
(iii) Michael
(iv) Leona
(b) Are the following statements about conflict resolution true or false?
(i) Compromises result in all parties being satisfied
(ii) A win-win situation is rare, but is the best solution to conflict resolution
(iii) A lose-lose situation is not possible
(iv) Win-lose situations can result in damaged relationships within the team
答案:(a) (i) B Compromise involves bargaining, negotiating and conciliating.
(ii) D Integration/collaboration involves emphasis being put on the task and individual esteem being subordinate to the needs of the group.
(iii) C Dominance is the application of power or influence to settle the conflict.
(iv) A Ignoring the issue is known as denial.
(b) (i) False Even positive compromises only result in half-satisfied needs.
(ii) True Win-win situations can result in mutual respect and co-operation.
(iii) False Compromise comes into the category.
(iv) True If one team member gets what they want at the expense of another, relationships within the team may break down.
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