Summary Business studied chapter 3

Chapter 3:
Conflict Management

1) FUNCTIONAL VS DYSFUNCTIONAL CONFLICT: conflict can be defined at as negative
differences of opinion and emotion.

1.1) FUNCTIONAL CONFLICT: a situation is where 2 parties deal with conflict in a healthy
manner.

- The outcome is +
- May head to innovative, creative, and higher productivity
- The RESPECT shown by both parties.
- Need to listen to others point of views
- Acknowledge that there may be different views
- They need to compromise
- Which leads to a win-win situation.
- It can lead to group “bonding” because common interests are found

a) Possible outcomes:

- Conflict may create awareness that there is a problem, which can be solved.
- May consider a wider range of ideas and increase participation.

1.2) DYSFUNCTIONAL CONFLICT: when the 2 parties do not work together to solve the
issue.

- Decline in productivity
- Misinterpretation in egos
- Misunderstanding and lack of communication

a) Possible outcomes:

- ‘ – ‘ impact on teamwork
- Blaming one another
- + stress and anxiety
- Low morals = + staff turn over
- Waste of time

2) REASONS FOR CONFLICT:

2.1) different personalities can get in the way and increase egos which can lead to
disagreements:

- Management should assess the situation. He/she should intervene to get the people
to focus