Transcript Team Decision Making Exercise

Conflict and Negotiation
OS 386
Nov 7, 2002
Fisher
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Agenda
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Discuss conflict and conflict
resolution
Review some negotiation
examples
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Outcomes of Conflict
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Not always negative
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Functional vs. dysfunctional
What are some positive outcomes
of conflict?
Negative outcomes include
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Stress
Process loss
Turnover (team or organization)
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Stimulating Functional Conflict
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Communication
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Bringing in outsiders
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Ambiguous or threatening messages
Executives, CEOs
Consultants
Restructuring the organization
Appointing a “devil’s advocate”
Source: Robbins, S.P. (2003). Organizational Behavior. Prentice Hall: Upper Saddle River, NJ.
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Sources of Conflict
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Task-based
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Interpersonal
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Interdependence
Incompatible goals
Values and beliefs
Personality
Source of conflict can drive
resolution strategy
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Resolving Conflict
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Emphasize superordinate goals
Reduce differentiation
Improve communication and
understanding
Reduce task interdependence
Increase resources
Clarify rules and procedures
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Conflict Example
Charlotte is a salesperson at a furniture
store. Her job is to maximize sales.
Teri is the credit manager at the store.
Her job is to minimize credit losses.
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What is one potential source of conflict?
How could this conflict be resolved?
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Not just between people
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Roles can be incompatible
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Work-family conflict
Creates stress, reduces career
satisfaction
How is the resolution process
different?
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Approaches to resolving conflict
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Win-win
Win-lose
Relationship between conflict and
communication styles
What are long term outcomes of
using the win-lose approach?
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Organizational Justice
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Fairness in organizational decision
making
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Distributive
Procedural
Interactional
Perceived fairness is related to
acceptance of outcomes,
withdrawal
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Negotiation
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One way of resolving conflict
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Ideally minimizing losses and maximizing
gains for both parties
Establish trust
Cautiously collaborative
Individual differences affect
negotiation
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Negotiation skill
Cultural differences can lead to
problematic behavioral patterns
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Third-Party Intervention
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Mom!!!!!!!!!!!!!!
Mediation
Arbitration
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Baseball salaries
Process typically starts with
mediation, moving to arbitration
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Arbitration first?
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Conlon, Moon, & Ng (2002) studied impact
of conducting arbitration before mediation
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Arbitrator made decision, but did not implement
Parties then had opportunity to produce a
voluntary agreement
In lab study, found this model increased
number of voluntary agreements
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However, the process took longer, and people
were more competitive
Source: Conlon, D.E., Moon, H., & Ng, K.Y. (2002). Journal of Applied Psychology, 87(5),
978-984.
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High Profile Dispute Resolution
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Union negotiations
Many product lawsuits
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Agent Orange
Asbestos
Sept. 11 Victim Compensation Fund
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Compensation determined by algorithm
created by government, “Special Master”
Can appeal decisions
Is there a neutral third party for ADR?
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NYPD Hostage Negotiation
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Series of small agreements
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Active listening is key
Use of negotiation teams
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Can still get a win-win
Team members include Lead Negotiator,
Commander, Scribe, and Gopher
Roles are clearly specified
Face-to-face communication
unnecessary
Source: Coutu, D.L. (October, 2002). Negotiating without a net: a conversation with the NYPD’s
Dominick J. Misino. Harvard Business Review, 49-54.
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Key learning points
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Conflict is not always negative
Procedural justice is important in how
people react to conflict resolution
Communication skills are a key part of
negotiation
Third-party involvement may be
necessary, but voluntary agreement is
best
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For next class
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Topic: Leadership
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Read Chapter 14
Who is responsible for providing leadership
in organizations?
What is the difference between
management and leadership?
Keep in mind – next exam is Tuesday,
Nov. 19
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Same format
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