Shockley-Zalabak,

9e Update
Pamela S. Shockley-Zalabak

Chapter 9
Organizational Conflict:
Communicating for
Effectiveness

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 Learning Objectives (1 of 2)

9.1 Analyze how organizational

communicators' knowledge of conflicts help
resolve conflicts effectively
9.2a Define organizational conflict
9.2b Describe organizational conflict
9.3 Describe individual conflict styles and
strategic objectives
9.4 Describe group conflict approaches

2016 Pearson Education, Inc. All rights reserved.

 Learning Objectives (2 of 2)

9.5 Express ethical abuses during conflict

9.6 Express individual responsibilities for
productive conflict
9.7 Develop processes for productive conflict

2016 Pearson Education, Inc. All rights reserved.

 Introduction: Organizational
Conflict: Communicating for
Effectiveness

Objective 9.1 Analyze how organizational

communicators' knowledge of conflicts help
resolve conflicts effectively

2016 Pearson Education, Inc. All rights reserved.

 9.1 Introduction: Organizational
Conflict: Communicating for
Effectiveness

- Competencies
- Communicating for effectiveness

2016 Pearson Education, Inc. All rights reserved.

 Defining and Describing Conflict
Processes

Objective 9.2a Define organizational conflict

Objective 9.2b Describe organizational
conflict

2016 Pearson Education, Inc. All rights reserved.

 9.2 Defining and Describing Conflict
Processes (1 of 5)
Defining Conflict
- Overview
- Process involved in conflict

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 9.2 Defining and Describing Conflict
Processes (2 of 5)
Conflict Contexts
- Occurrence of conflict
- The conflict context influences

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 9.2 Defining and Describing Conflict
Processes (3 of 5)
Conflict Causes
- Overview
- Occurrence of conflict

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 9.2 Defining and Describing Conflict
Processes (4 of 5)
Conflict Episodes
- Overview
- Five basic conflict stages

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 9.2 Defining and Describing Conflict
Processes (5 of 5)
Conflict Consequences
- Overview
- Benefits

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 The Individual in Organizational
Conflict

Objective 9.3 Describe individual conflict

styles and strategic objectives

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 9.3 The Individual in Organizational
Conflict (1 of 4)
Orientations/Predispositions/Styles
- Avoidance
- Competition
- Compromise
- Accommodation
- Collaboration

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 9.3 The Individual in Organizational
Conflict (2 of 4)

Strategic Objectives
- Objectives
- Strategic choice

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 9.3 The Individual in Organizational
Conflict (3 of 4)

Communication Tactics in Conflict

- Overview
- Categories of tactics

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 9.3 The Individual in Organizational
Conflict (4 of 4)

Emotion during Conflict

- Overview
- Three components of emotion

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 Groups in Organizational Conflict

Objective 9.4 Describe group conflict

approaches

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 9.4 Groups in Organizational Conflict
(1 of 10)

Group Members in Conflict

- Overview
- Styles of conflict

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 9.4 Groups in Organizational Conflict
(2 of 10)

Framing and Sensemaking

- Overview
- Framing from a sensemaking perspective

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 9.4 Groups in Organizational Conflict
(3 of 10)

Procedural Conflict
- Overview
- Process

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 9.4 Groups in Organizational Conflict
(4 of 10)

Interpersonal Issues
- Overview
- How conflict happens

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 9.4 Groups in Organizational Conflict
(5 of 10)

Substantive Issues
- Overview
- Contribute to organizational group conflict

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 9.4 Groups in Organizational Conflict
(6 of 10)

Groupthink
- Group conflict
- Surface harmony

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 9.4 Groups in Organizational Conflict
(7 of 10)

Dissent
- Reasons for dissent
- Organizational support for dissent

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 9.4 Groups in Organizational Conflict
(8 of 10)

Group Conflict Management Processes

- Negotiation
- Bargaining
- Mediation
- Third-party arbitration

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 9.4 Groups in Organizational Conflict
(9 of 10)

Power and Organizational Conflict

- Uses of organizational charts
- Factors affecting organizational conflicts
- Factors influencing conflict processes

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 9.4 Groups in Organizational Conflict
(10 of 10)

Conflict with Customers and Vendors

- Customer interactions
- Effective conflict management

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 Special Types of Organizational
Conflict: Sexual Harassment,
Discrimination, and Ethical Abuses

Objective 9.5 Express ethical abuses during

conflict

2016 Pearson Education, Inc. All rights reserved.

 9.5 Special Types of Organizational
Conflict: Sexual Harassment,
Discrimination, and Ethical Abuses

- Sexual harassment
- Discrimination
- Bias
- Theory of marginality
- Six major areas where ethical abuses can
occur

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 Productively Engaging in Conflict

Objective 9.6 Express individual

responsibilities for productive conflict

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 9.6 Productively Engaging in
Conflict

- Value of conflict
- Responsibilities for productive conflict

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 Guidelines for Productive Conflict

Objective 9.7 Develop processes for

productive conflict

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 9.7 Guidelines for Productive
Conflict (1 of 3)

Contribute to Supportive and Ethical

Environments for Conflict
- Evaluation versus problem description
- Control versus problem orientation
- Strategy versus spontaneity
- Neutrality versus empathy
- Superiority versus equality

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 9.7 Guidelines for Productive
Conflict (2 of 3)

Monitor Your Personal Behavior and the

Behavior of Others for Signs of
Destructive Conflict
- Identify common goals and interests between
people or in groups
- Develop norms to work on problems
- Work on problem identification and definition
- Focus on mutual gain

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 9.7 Guidelines for Productive
Conflict (3 of 3)

Set a Meeting to Work on the Conflict

- Develop solutions and narrow the choices for
action
- Commit to solutions
- Monitor the process

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