Managing Organizational Conflict and Negotiation

8/8/2019 Managing Organizational Conflict and Negotiation

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V`j} ns Cogaenc}?

Mdangdm js j s}rtffed or cog}ds} bd}vddg|do|ed vn}` o||osngf gddms% nmdjs% bdendas%

qjetds% or fojes'

"Cogaenc}'" ]`ns ns j vorm }`j} cjtsds kos} oa

ts j frdj} mdfrdd oa mnscokaor}% jgfdr%

arts}rj}nog% sjmgdss% jgm |jng'



Mo ~ot sdd j ~otgf vokjg or oem

vokjg?



]~|d oa Cogaenc}s

Ng}rj|dr sogje8 cogaenc} vn}`ng }`d ngmnqnmtje (aor dpjk|ed% j

|drsog vò cjggo} kjid mdcnsnogs.'

Ng}dr |dr sogje8 cogaenc} jkogf }vo or kord ngmnqnmtjes (aor

dpjk|ed% jg jrftkdg} bd}vddg j bo~arndgmjgm fnrearndgm% or bd}vddg j s}tmdg} jgm

`dr/`ns }djc`dr% or c`nem jgm |jrdg}% or

bd}vddg arndgms/coeedjftds.'

Ng}rjfr ot|8 cogaenc} vn}`ng j frot| (aor dpjk|ed% bd}vddg

kdkbdrs oa }`d sjkd vori or aoo}bjee }djk.'Ng}drfr ot|8 cogaenc} bd}vddg }vo or kord frot|s (aor

dpjk|ed% bd}vddg }vo mnaadrdg} ~ot}` fjgfs%

or bd}vddg s}tmdg}s jgm }`d scòoe ajcte}~.'



Ng }`d vori|ejcd% j snk|ed mnsjfrddkdg} bd}vddg}djk kdkbdrs% na tgr dsoeqdm% kj~ dscjej}d ng}ojqonmjgcd% ngjbnen}~ }o vori }ofd}`dr % qdrbjejssjte}s% jgm r dsdg}kdg}' Ng }`d vors} cjsds% n} kj~jeso edjm }o òs}nen}~ jgm dqdg}tje sd|jrj}nog arok }`dorfjgnxj}nog' ]`drdaord% n} ns nk|or}jg} }`j} }`d cogaenc}

bd rdsoeqdm js soog js |ossnbed'



]rjmn}nogje qndv + jee cogaenc} ns bjm% kts}

bd jqonmdm

@tkjg rdej}nogs qndv + cogaenc} ns gj}trjejgm ngdqn}jbed ot}cokd ng jg~

orfjgnxj}nog

Ng}dr jc}nogns} qndv + sokd cogaenc} nsgdcdssjr~ aor orfjgnxj}nog }o |draork

daadc}nqde~

Qndv oa }`d Cogaenc}



Atgc}nogje jgm M~satgc}nogje Cogaenc}

Atgc}nogje cogaenc} ns cogs}rtc}nqd jgm

`de|s }jsi |draorkjgcd8 enid

coo|drj}nog jgm nmdj oa crdj}nqn}~ M~satgc}nogje ns mds}rtc}nqd jgm `tr}s

}jsi |draorkjgcd 8 kjid mnaancte} aor

frot| }o jc`ndqd }`dnr foje

]`ns mns}ngc}nog md|dgms og }`d }~|d oa

cogaenc} jgm òv }`d cogaenc} ns `jgmedm'



Cjtsds oa Cogaenc}

]rnffdr oa Cogaenc}

Cogaenc} ns jee ingms oa o||osn}nog or

jg}jfogns}nc ng}drjc}nogs bd}vddg }vo or

kord |jr}nds

Cogaenc} orfjgnxj}nogs (orfjgnxj}nogje

cogaenc}. ns }`d ejci cogaorkn}~ bd}vddg 8

º ]vo or kord kdkbdrs

º Kdkbdrs oa frot|s9 or

º Frot|s oa orfjgnxj}nogs



J cogaenc} }rnffdr ns cnrctks}jgcd }`j}

ngcrdjsd oa ng}drfrot| or ng}dr|drsogje

cogaenc}' Js eogf js j cogaenc} }rnffdr

j||djrs }o s}nktej}d cogs}rtc}nqd

cogaenc}% n} cjg bd jeeovdm }o cog}ngtd

Cjtsds oa Cogaenc} ©cog}'



:' Qdr}ncje cogaenc}

Occtrs bd}vddg `ndrjrc`ncje edqdes

2' @ornxog}je cogaenc}'

Occtrs bd}vddg |drsogs or frot|s j} }`d

sjkd `ndrjrc`ncje edqde

3' Jkbnftots or Oqdrej||ngf Htrnsmnc}nog

Tgcedjr hob botgmjrnds oa}dg crdj}d

cok|d}n}nog aor rdsotrcd jgm cog}roe




=' Cok|d}n}nog aor Scjrcd RdsotrcdRdsotrcd ngcetmd atgm% |drsoggde% jt}òrn}~%

|ovdr% jgm qjetjbed ngaorkj}nog

4' Cokktgncj}nog Brdjimovg

N} ns djs~ }o knstgmdrs}jgm jgo}`dr |drsog

or frot| oa |do|ed na }vo+vj~

cokktgncj}nog ns `jk|drdm ng sokd vj~ ngsokd vj~'




1' ]nkd \rdsstrdMdjmengds jgm o}`dr aork oa }nkd |rdsstrdcjg s}nktej}d |rok|} |draorkjgcd or }rnffdrs mds}rtc}nqd dko}nogje rdjc}nog'

6' Tgrdjsogjbed S}jgmjrm% Rteds% \oencnds or \rocdmtrds

]`dsd }rnffdrs fdgdrjee~ edjm }o m~satgc}nogcogaenc} bd}vddg kjgjfdr jgm }`d |do|ed

}`d~ kjgjfd'




0' \drsogjen}nds Cejs`dsN} ns qdr~ mnaancte} }o c`jgfd ogd±s |drsogjen}~ og}`d hob'

>' S}j}ts Mnaadrdg}njes Js eogf js |romtc}nqd orfjgnxj}nogs cog}ngtd }obd jrrjgfdm `ndrjrc`ncjee~% }`ns }rnffdr tgjqonmjbed'

:<' Tgrdjenxdm Dp|dc}j}nog

Mnssj}nsajc}nog frov v`dg dp|dc}j}nog ord go}kd}' Mds}rtc}nqd cogaenc} cjg bd jqonmdm ng }`nsjrdj b~ }jingf }nkd }o mnscoqdr% v`j} |do|ed

dp|dc} arok }`dnr dk|eo~kdg}'




@ov }o Mdje vn}` Cogaenc}s

Cogaenc} rdsoet}nog

º J sn}tj}nog ng v`nc` }`d tgmdre~ngf

rdjsogs aor j fnqdg mds}rtc}nqd cogaenc} jrddenkngj}dm

º Daadc}nqd rdsoet}nog bdfngs vn}` j

mnjfgosns oa }`d s}jfd }o v`nc` cogaenc}

`js mdqdeo|dm jgm rdcofgn}nog oa }`d

cjtsd(s. oa }`d cogaenc}



Aotr S}r tc}trje ]dc`gnztds aor

Cogaenc} Rdsoet}nog

:' Cejrnancj}nog oa hob dp|dc}j}nogs

+ }o cejrna~ v`j} djc` ngmnqnmtje jgm stb tgn}ns dp|dc}dm }o jccok|ens`

2' Coormngj}ngf jgm ng}dfrj}ngf kdc`jgnsk

+ }o tsdm coormngj}ngf kdc`jgnsk ns }`d

c`jng oa cokkjgm



3' St|drormngj}d Obhdc}nqds

+ Obhdc}nqds }`j} rdztnrd }`d coeejborj}nog

oa }vo or kord ngmnqnmtjes% frot|s or

md|jr}kdg} }o bd j}}jngdm stccdssatee~

=' Rdvjrm S}rtc}trd

+ Rdvjrm cjg bd tsdm }o kjgjfd cogaenc}

b~ ngaetdgcngf |do|ed }o bd`jqd ng vj~s

}`j} jqonm m~satgc}nogje cogsdztdgcds

Aotr S}r tc}trje ]dc`gnztds aor

Cogaenc} Rdsoet}nog ©cog}'



@ov }o Mdje vn}` Cogaenc}s

S}jfds oa cogaenc}

º Cogaenc} jg}dcdmdg}s

Sd} }`d cogmn}nogs aor cogaenc}

º \drcdnqdm cogaenc}

Stbs}jg}nqd or dko}nogje mnaadrdgcds jrd sdgsdm

º Ade} cogaenc}

]dgsnog crdj}ds ko}nqj}nog }o jc}

º Kjgnads} cogaenc}

Cogaenc} rdsoet}nog or st||rdssnog

Cogaenc} ja}drkj}`



Ngmnr dc} cogaenc} kjgjfdkdg}

j||r ojc`ds

º Rdmtcdm ng}drmd|dgmdgcd

º J||djes }o cokkog fojes

º @ndrjrc`ncje rdadrrje

º Je}drj}nogs ng }`d tsd oa k~}òeof~ jgm

scrn|}s

@ov }o Mdje vn}` Cogaenc}s ©cog}'





Cogaenc}s cjg bd |r dqdg}dm or

kjgjfdm b~8

º Mnscn|engd8 Kjng}jngngf mnscn|engd cjg

bd tsdm }o kjgjfd jgm |rdqdg}

cogaenc}s

º Cogsnmdrj}nog oa dp|drndgcd ng S}jfds

oa Enad




º Cokktgncj}nog8 J foom

cokktgncj}nog vnee crdj}d j}`drj|dt}nc dgqnrogkdg} jgm

cogmtcnqd'

º Jc}nqd ens}dgngf8 ens}dgngf jc}nqde~ nsdssdg}nje }o kjgjfd cogaenc}s'




Sdqdrje vj~s }o `jgmed cogaenc}

daadc}nqde~8

º Ng}ros|dc}nog9 @ov jrd vd tstjee~ mdjevn}` cogaenc}? V`j} s}~ed ns tstjee~ tsdm?

V`j} ns }`d bjsns jgm otr |drcd|}nog'

º Dqjetj}ngf }`d |jr}nds ngqoeqdm9 N} ns

nk|or}jg} aor ts }o igov }`d |jr}nds

ngqoeqdm'




º Nmdg}na~ sotrcds oa cogaenc}

º Igovngf }`d cogaenc} rdsoet}nog

o|}nogs jqjnejbed jgm còosngf }`d

rnf`}




Cogaenc} Kjgjfdkdg} S}~eds

©'cogaenc} kjgjfdkdg} s}~ed ns }`d|j}}drg oa bd`jqnotr jg ngmnqnmtje

mdqdeo|s ng rds|ogsd }o cogaenc} vn}`

o}`drs stc` js mnaadrdgcds oa o|ngnog'

Cogaenc} kjgjfdkdg} s}~eds jrd }`d

s}rj}dfnds or kd}òms tsdm b~ djc`

ngmnqnmtje }o mdje vn}` cogaenc} sn}tj}nogs



Fdgdrje j||rojc` }o cogaenc}kjgjfdkdg} ns mnqnmdm ng}o 4 s}~eds%

jkogf o}`drs9

:':' Coeejborj}nogCoeejborj}nog

2'2' JqonmJqonm

3'3' Cok|d}ngfCok|d}ngf

='=' Jccokkomj}ngfJccokkomj}ngf

4'4' Cok|roknsdCok|roknsd



OVE

Coeejborj}ngf

N vng% ~ot vng

]tr}ed

Jqonmngf

^ ot bdgm% N bdgm

S`jri

Cok|d}ngf

N vng% ~ot eosd

]dmm~ Bdjr

Jccokkomj}ngf

N eosd% ~ot vng

S~kboe8



Aop

Cok|r oknsngf

^ ot bdgm% N bdgm

Kjgjfdkdg} kts} bd jbed }o rdmtcd n}s dpcdssnqd

cok|d}n}nog (v`nc` fjqd bnr}` }o j cogaenc} }`j} ns

m~satgc}nogje. }`j} jc}tjee~ mjkjfd }`d s|nrn} oa

s~gdrfnsk orfjgnxj}nog vn}òt} aorfd}}ngf }`dcog}ngtots rd+dk|ovdrkdg}' ]`drd jrd 4 }~|ds oa

cogaenc} kjgjfdkdg} }`j} cjg bd sdedc}dm }o `jgmed

cogaenc}s }`j} jrnsd (Mjvg K' Bjsidrqneed% :>>3814.

gjkde~8



Coeejborj}ngf

N vng% ~ot vng

Atgmjkdg}je |rdknsd8 ]djkvori jgm coo|drj}nog ̀ de| dqdr~ogd jc`ndqd}`dnr fojes v`ned jeso kjng}jngngf rdej}nogs`n|s

S } r j} dfnc |`neoso|`~8 ]`d |rocdss oa voringf }`rotf` mnaadrdgcds vnee edjm

}o crdj}nqd soet}nogs }`j} vnee sj}nsa~ bo}` |jr}nds& cogcdrgs

V`dg } o t sd8V`dg }`drd ns j `nf` edqde oa }rts}

V`dg ~ot mog&} vjg} }o `jqd atee rds|ogsnbnen}~

V`dg ~ot vjg} o}`drs }o jeso `jqd "ovgdrs`n|" oa soet}nogs

V`dg }`d |do|ed ngqoeqdm jrd vneengf }o c`jgfd }`dnr }`ngingf js kord

ngaorkj}nog ns aotgm jgm gdv o|}nogs jrd stffds}dm

V`dg ~ot gddm }o vori }`rotf` jgnkosn}~ jgm `jrm addengfs

Mr jvbjcis8

]`d |rocdss }jids eo}s oa }nkd jgm dgdrf~

Sokd kj~ }jid jmqjg}jfd oa o}`dr |do|ed&s }rts} jgm o|dggdss



Jqonmngf

Go vnggdrs% go eosdrs

Atgmjkdg}je |rdknsd8 ]`ns nsg&} }`d rnf`} }nkd or |ejcd }o jmmrdss }`ns nsstd

S } r j} dfnc |`neoso|`~8 Jqonms cogaenc} b~ vn}`mrjvngf% snmds}d||ngf% or

|os}|ogngf

V`dg } o t sd8

V`dg }`d cogaenc} ns skjee jgm rdej}nogs`n|s jrd j} s}jidV`dg ~ot&rd cotg}ngf }o }dg }o cooe oaa

V`dg kord nk|or}jg} nsstds jrd |rdssngf jgm ~ot adde ~ot mog&} `jqd }nkd

}o mdje vn}` }`ns |jr}nctejr ogd

V`dg ~ot `jqd go |ovdr jgm ~ot sdd go c`jgcd oa fd}}ngf ~otr cogcdrgs

kd}

V`dg ~ot jrd }oo dko}nogjee~ ngqoeqdm jgm o}`drs jrotgm ~ot cjg soeqd}`d cogaenc} kord stccdssatee~

V`dg kord ngaorkj}nog ns gddmdm

Mr jvbjcis8

Nk|or}jg} mdcnsnogs kj~ bd kjmd b~ mdajte}

\os}|ogngf kj~ kjid kj}}drs vors}



Cok|d}ngf

N vng% ~ot eosd

Atgmjkdg}je |rdknsd8 Jssocnj}ds " vnggng f" j cogaenc} vn}` cok|d}n}nog

S } r j} dfnc |`neoso|`~8 V`dg fojes jrd dp}rdkde~ nk|or}jg}% ogd kts} sokd}nkds

tsd |ovdr }o vng

V`dg } o t sd8

V`dg ~ot igov ~ot jrd rnf`}

V`dg }nkd ns sòr} jgm j ztnci mdcnsnog ns gddmdm

V`dg j s}rogf |drsogjen}~ ns }r~ngf }o s}djkroeedr ~ot jgm ~ot mog&} vjg}

}o bd }jidg jmqjg}jfd oa

V`dg ~ot gddm }o s}jgm t| aor ~otr rnf`}s

Mr jvbjcis8

Cjg dscjej}d cogaenc}

Eosdrs kj~ rd}jenj}d



Jccokkomj}ngf

N eosd% ~ot vng

Atgmjkdg}je |rdknsd8 Voringf }ovjrm j cokkog |tr|osd ns kord nk|or}jg} }`jg jg~

oa }`d |drn|`drje cogcdrgs9 }`d }rjtkj oa cogarog}ngf mnaadrdgcds kj~ mjkjfd arjfned

rdej}nogs`n|s

S } r j} dfnc |`neoso|`~8 J||djsd o}`drs b~ movg|ej~ngf cogaenc}% }`ts |ro}dc}ngf }`d

rdej}nogs`n|

V`dg } o t sd8V`dg jg nsstd ns go} js nk|or}jg} }o ~ot js n} ns }o }`d o}`dr |drsog

V`dg ~ot rdjenxd ~ot jrd vrogf

V`dg ~ot jrd vneengf }o ed} o}`drs edjrg b~ kns}jid

V`dg ~ot igov ~ot cjggo} vng

V`dg n} ns go} }`d rnf`} }nkd jgm ~ot votem |rdadr }o snk|e~ btnem crdmn} aor }`d

at}trd

V`dg `jrkog~ ns dp}rdkde~ nk|or}jg}V`dg v`j} }`d |jr}nds `jqd ng cokkog ns j foom mdje kord nk|or}jg} }`jg }`dnr

mnaadrdgcds

Mr jvbjcis8

Ogd&s ovg nmdjs mog&} fd} j}}dg}nog

Crdmnbnen}~ jgm ngaetdgcd cjg bd eos}



Cok|roknsngf

ôt bdgm% N bdgm

Atgmjkdg}je |rdknsd8 Vnggngf sokd}`ngf v`ned eosngf j en}}ed ns OI

S } r j} dfnc |`neoso|`~8 Bo}` dgms jrd |ejcdm jfjngs} }`d knmmed ng jg j}}dk|} }o

sdrqd }`d "cokkog foom " v`ned dgstrngf djc` |drsog cjg kjng}jng sokd}`ngf

oa }`dnr ornfngje |osn}nog

V`dg } o t sd8

V`dg |do|ed oa dztje s}j}ts jrd dztjee~ cokkn}}dm }o fojes

V`dg }nkd cjg bd sjqdm b~ rdjc`ngf ng}drkdmnj}d sd}}edkdg}s og

ngmnqnmtje |jr}s oa cok|edp nsstds

V`dg fojes jrd komdrj}de~ nk|or}jg}

Mr jvbjcis8

Nk|or}jg} qjetds jgm eogf+}drk obhdc}nqds cjg bd mdrjnedm ng }`d |rocdss

Kj~ go} vori na ngn}nje mdkjgms jrd }oo frdj}

Cjg s|jvg c~gncnsk% ds|dcnjee~ na }`drd&s go cokkn}kdg} }o ògor }`d

cok|roknsd soet}nogs



Vd gddm }o rdkdkbdr }`j} ng còosngf j s}~ed }`j}

vnee bd tsdm b~ j |drsog or orfjgnxj}nog ng

cogaenc} kjgjfdkdg} vnee bd `nfè~ md|dgmdg}

jgm ngaetdgcdm b~ }`d 8

:' |drcd|}nog

2' |drsogjen}~ / c`jrjc}dr

3' Ko}nqj}nog

=' Jbnen}~ or

4' Rdadrdgcd frot| `dem b~ j |drsog or

orfjgnxj}nog'



N} cotem bd jrftdm }`j} }`d còncd oa ogdoa }`d s}~ed }o kjgjfd cogaenc} ns jatgc}nog oa s|dcnanc cogmn}nogs jgm bjsncorndg}j}nog oa j |drsog or }`dnr bd`jqnor ng }`d ajcd }`d cogaenc} v`nc` ns jesordej}dm }o }`d qjetd (qjetd. stc` |drsog' J} }`d edqde oa stbcte}trd (stbcte}trd.%s`jrdm qjetds cjg bd tsdm }o |rdmnc} j

|drsog og }`d s}~eds o|}nog ng rdsoeqngf}`d cogaenc} j} `jgm' Stbcte}trd ogd nsdp|dc}dm }o jaadc} }`d bd`jqnor }`j} vneeaork }`d sjkd bd`jqnor vn}` }`d cte}trd

(K' Ijkne Ioxjg% 2<<28>3+>1.'



Gdfo}nj}nog

\rngcn|eds8

bjsdm og }`d jsstk|}nog }`j} vd qjetd

rdej}nogs`n|s jgm }`d |do|ed vd mobtsngdss vn}`% vori vn}`% jgm }`d |do|ed

vd enqd vn}`

Gdfo}nj}nog ns j ajc} oa dqdr~mj~ enad





Ng jg orfjgnxj}nogje cog}dp}%

gdfo}nj}nog kj~ }jid |ejcd8

:'bd}vddg }vo |do|ed

2'vn}`ng j frot|3'bd}vddg frot|s

='oqdr }`d Ng}drgd}

Gdfo}nj}nog ©cog}'



Dedkdg}s oa Gdfo}nj}nogs

:' Sokd mnsjfrddkdg} or cogaenc} dpns}s

2' ]`drd ns sokd mdfrdd oa

ng}drmd|dgmdgcd bd}vddg }`d |jr}nds

3' ]`d sn}tj}nog kts} bd cogmtcnqd }o

o||or}tgns}nc ng}drjc}nog

=' ]`drd dpns}s sokd |ossnbnen}~ oa

jfrddkdg}

Dedkdg}s oa Gdfo}nj}nogs

:' Sokd mnsjfrddkdg} or cogaenc} dpns}s

2' ]`drd ns sokd mdfrdd oa

ng}drmd|dgmdgcd bd}vddg }`d |jr}nds

3' ]`d sn}tj}nog kts} bd cogmtcnqd }o

o||or}tgns}nc ng}drjc}nog

=' ]`drd dpns}s sokd |ossnbnen}~ oa

jfrddkdg}

Gdfo}nj}nog ©cog}'



Vng+eosd gdfo}nj}ngf Cejssncje qndv }`j} gdfo}nj}nogs jrd j

aork oa j x dro+stk fjkd

º n'd'% }o v`j}dqdr dp}dg} ogd |jr}~ vngssokd}`ngf% }`d o}`dr |jr}~ eosds

Jeso igovg js mns}rnbt}nqd gdfo}nj}ngf º n'd'% }`d |rocdss oa ³mns}rnbt}ngf½ scjrcd

rdsotrcds

Gdfo}nj}nog ©cog}'



Vng+vng gdfo}nj}ngf J |osn}nqd+stk j||rojc`

º n'd'% sn}tj}nogs v`drd djc` |jr}~ fjngs

vn}òt} j corrds|ogmngf eoss aor }`d o}`dr |jr}~

Mods go} kdjg }`j} dqdr~ogd fd}s

dqdr~}`ngf }`d~ vjg}dm

Jg jfrddkdg} `js bddg jc`ndqdm

v`nc` edjqds jee |jr}nds bd}}dr oaa }`jg

}`d~ vdrd |rnor }o }`d jfrddkdg}

Gdfo}nj}nog ©cog}'



Qjrnjbeds }`j} jaadc} gdfo}nj}nogs8 ]`drd ns go ogd bds} vj~ }o gdfo}nj}d

]`d sdedc}nog oa s|dcnanc gdfo}nj}nog

s}rj}dfnds jgm }jc}ncs md|dgms og8:' ]`d gj}trd oa }`d nsstds bdngf gdfo}nj}dm

2' ]`d dgqnrogkdg} ng v`nc` }`d gdfo}nj}nogs }jid

|ejcd

3' ]`d gj}trd oa }`d ot}cokds mdsnrdm arok }`d

gdfo}nj}nogs

Gdfo}nj}nog ©cog}'



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Managing Organizational Conflict and Negotiation