The document discusses various topics related to conflict and negotiation in the workplace. It defines conflict as a process where one party feels their interests are being opposed or negatively affected by another party. Historically, conflict was seen as dysfunctional, but more recent views see some level of constructive conflict as beneficial. There are different styles for handling conflict, such as problem-solving, forcing, avoiding, yielding, and compromising. Negotiation is discussed as a way to resolve divergent goals by redefining interdependence between parties. Various approaches for resolving workplace conflicts are presented, including emphasizing shared goals, improving communication, and third-party interventions like mediation and arbitration.

1. Conflict and Negotiation in the Workplace McGraw-Hill/Irwin McShane/Von Glinow OB 5e Copyright © 2010 by The McGraw-Hill Companies, Inc. All rights reserved.

10. The Conflict Process Sources of Conflict Conflict Escalation Cycle 11- Manifest Conflict Conflict Outcomes Conflict Perceptions Conflict Emotions

14. Five Conflict Handling Styles Assertiveness Cooperativeness Forcing Problem-solving Compromising Avoiding Yielding High Low High 11-

22. Bargaining Zone Model Your Positions Opponent’s Positions Area of Potential Agreement 11- Initial Target Initial Target Resistance Resistance

25. Types of Third Party Intervention Mediation Arbitration Inquisition Level of Process Control Level of Outcome Control High High Low 11-

27. Conflict and Negotiation in the Workplace 11- McGraw-Hill/Irwin McShane/Von Glinow OB 5e Copyright © 2010 by The McGraw-Hill Companies, Inc. All rights reserved.