Chapter 3 business summary notes

Conflict definition: the negative differences of opinion or the varied emotions people
experience often due to a dispute over a particular issue.
There are 2 types of conflict we’ll be focusing on: Functional & Dysfunctional

Functional Conflict
A situation where different parties deal with conflict in a healthy manner, respecting
each other’s opinions (with an outcome of positivity, creativity and innovation).
Chapter 3: Conflict Management




For this to be successfully executed both parties need to
-be respectful
-listen to each other’s point of view
—acknowledge
-compromise




Possible outcomes of functional conflict
•creation of awareness
•wider range of ideas are considered
•misconceptions are cleared
•individuals views are clarified



Dysfunctional Conflict

A situation where the conflict leads to a decline in productivity.
This is due to:
-misperceptions
-ambitions
-egos and unwillingness to compromise




Possible outcomes of dysfunctional conflict
-creates a climate of mistrust
-blame, backstabbing, gossip
-stress + anxiety
-low morale and high staff turnover
-waste of time and resources
-hindered group performance
-undermined group cohesiveness