9990 · 4.3.3
Conflict at work flashcards
Revision flashcards for Cambridge 9990 Conflict at work (syllabus 4.3.3). Flip, recall, then mark a real past-paper question.
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Functional vs dysfunctional conflict?
Functional (constructive) stimulates ideas and clarifies roles; dysfunctional destroys morale, cohesion, and performance.
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Thomas-Kilmann: competing?
High assertiveness, low cooperativeness — win-lose, useful in emergencies but damages relationships if overused.
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Thomas-Kilmann: collaborating?
High assertiveness and cooperativeness — integrative problem-solving, best when both sides' interests matter.
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Thomas-Kilmann: compromising?
Moderate both — split the difference; quick but may leave both partially dissatisfied.
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Common sources of workplace conflict?
Role ambiguity/overlap, scarce resources, personality clashes, incompatible goals, unfair treatment.
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Mediation vs arbitration?
Mediator facilitates agreement (parties keep control); arbitrator imposes a binding decision.
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What is the difference between functional and dysfunctional conflict?
Functional conflict is constructive, supports group goals, and improves performance (e.g., a debate over the best strategy). Dysfunctional conflict is destructive, hinders performance, and often involves personal hostility.
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Define 'scarce resources' as a source of workplace conflict.
A structural source of conflict where departments or individuals must compete for limited assets like funding, equipment, or personnel. This competition often creates a 'win-lose' dynamic and inter-group tension.
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What is integrative bargaining?
A 'win-win' negotiation strategy where parties collaborate to find a solution that satisfies the interests of everyone involved. It focuses on mutual gain rather than dividing a fixed resource.
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Describe the role of a mediator in conflict resolution.
A neutral third party who facilitates communication and negotiation between conflicting parties to help them reach their own voluntary agreement. The mediator controls the process, not the outcome, and does not impose a decision.
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What are superordinate goals?
Shared goals that are compelling and appealing to conflicting parties but cannot be achieved by any single party's efforts alone. They are used as a conflict resolution strategy to encourage cooperation.