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OrgComm-Ch09ADW - Fundamentals of Organizational...

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Fundamentals of Organizational Communication Organizational Conflict: Communicating for Effectiveness Chapter Nine
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Defining and Describing Conflict Processes Conflict - process that occurs when individuals, small groups, or organizations perceive or experience frustration in attaining goals and concerns. Regardless of the reasons, for all conflict participants the process includes perceptions, emotions, behaviors, and outcomes.
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Defining and Describing Conflict Processes Conflict context Any organizational setting where there are two or more competing responses to a single event or circumstance. The conflict context influences the conflict symptoms, behaviors, and outcomes.
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Defining and Describing Conflict Processes Conflict contexts I ntrapersonal Interpersonal Small group Inter-group Organization-wide Between organization and environment
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Defining and Describing Conflict Processes Conflict causes include scarce resources, deception, change, incivility, aggression, stress, burnout, emotional labor, relationships of all types, preferences, past experiences, and a host of other factors.
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Defining and Describing Conflict Processes Conflict causes Workplace civility has generally been conceptualized as courteous treatment of coworkers and other contacts. It includes treating others with dignity, regarding others’ feelings, and using social norms of mutual respect.
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Defining and Describing Conflict Processes Conflict causes Incivility is characterized by intents to harm either specific individuals or the organization. Incivility manifests itself in behaviors that demean the dignity of others and violate broad social norms of mutual respect.
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Defining and Describing Conflict Processes Conflict causes Deception Information distortion Strategic ambiguity Complete distortion or lying
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Defining and Describing Conflict Processes Conflict causes Emotional labor Work of those involved in a high degree of personal contact and who are expected to produce an emotional state, such as pleasure, gratitude, or self- esteem in the people with whom they deal.
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Defining and Describing Conflict Processes Conflict causes Emotional labor An increasing percentage of the work force will engage in some degree of emotional labor. These jobs require a separation of “true self” feelings from those that are expected to be expressed when in contact with the public.
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Defining and Describing Conflict Processes Conflict causes Conflict episodes Descriptions of the complex interactions of both individual and group perceptions, emotions, behaviors, and outcomes during conflict.
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Defining and Describing Conflict Processes Conflict causes Conflict episodes-5 Stages Latent conflict Perceived conflict Felt conflict Manifest conflict Conflict aftermath
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Defining and Describing Conflict Processes Conflict episodes-5 Stages Latent conflict underlying conditions in organizations and individual relationships that have the potential for conflict
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