斯蒂芬·P·罗宾斯-管理学原理（英文版·第7版）robbins_fom7_ch12.pptVIP

Some conflicts— functional conflicts—are constructive and support an organization’s goals and improve performance. Other conflicts—dysfunctional conflicts—are destructive and prevent organizations from achieving goals. Exhibit 12-6 illustrates the challenge facing managers. * Research shows that relationship conflicts are almost always dysfunctional because the interpersonal hostilities increase personality clashes and decrease mutual understanding and the tasks don’t get done. On the other hand, low levels of process conflict and low-to-moderate levels of task conflict are functional * When group conflict levels are too high, managers can select from five conflict management options: avoidance, accommodation, forcing, compromise, and collaboration. (See Exhibit 12-7 for a description of these techniques.) * For our purposes, we will define negotiation as a process in which two or more parties who have different preferences must make a joint decision and come to an agreement. To achieve this goal, both parties typically use a bargaining strategy. The most identifying feature of distributed bargaining is that it operates under zero-sum conditions. That is, any gain you make is at the expense of the other person, and vice versa * In contrast to distributive bargaining, integrative problem solving operates under the assumption that at least one settlement can create a win-win solution. In general, integrative bargaining is preferable to distributive bargaining. Why? Because the former builds long-term relationships and facilitates working together in the future * In distributive bargaining, each party has a target point that defines what he or she would like to achieve. Each also has a resistance point that marks the lowest acceptable outcome (see Exhibit 12-8) * Conflict Management (cont.) Interactionist View of Conflict The view that some conflict is necessary for an organization to perform effectively Functional Conflicts Conflict that’s constructive and supports a