mosley 9e ppt_ch12
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©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
CHAPTER 12
MANAGING CONFLICT, STRESS,
AND TIME
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 2
• Identify the causes of conflict• Discuss conflict management styles and identify
when each would be appropriate• Describe principled negotiation• Explain why modern life makes us particularly
vulnerable to stress• Describe both the costs and the benefits of
stress
LEARNING OBJECTIVES
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 3
• Explain the major causes of stress• Compare and contrast Type A behavior and
Type B behavior• Elaborate on personal ways to cope with stress• Discuss some ways to effectively manage time
LEARNING OBJECTIVES
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4
CAUSES OF CONFLICT
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 5
EXHIBIT 12.1 - INTERPERSONAL CONFLICT MANAGEMENT STYLES
Source: Adapted from Thomas Ruble and Kenneth Thomas, “Support for a Two-Dimensional Model of Conflict Behavior,” Organizational Behavior and Human Performance, Vol. 16 (1976), 145. Reprinted with permission from Elsevier.© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 6
CONFLICT MANAGEMENT STYLES
12–6© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 7
• Negotiation on the merits by: • Separating the people from the problem• Focusing on interests, not positions• Generating a variety of possibilities before
deciding what to do• Insisting the result be based on some objective
standard• Positional bargaining results in win-lose or lose-
lose outcomes
PRINCIPLED NEGOTIATION
12–7© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 8
• Evaluating conflict style• Helps reevaluate and enhance one’s behavior
• Identifying conflict behaviors• Helps eliminate negative and neutral behaviors
and practice positive confrontation reduction skills
THREE-STEP PROGRAM FOR CONFLICT RESOLUTION
12–8© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 9
• Learning confrontation reduction skills• Active listening• Empathizing and disarming• Inquiring• Using “I feel” statements
THREE-STEP PROGRAM FOR CONFLICT RESOLUTION
12–9© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 10
STRATEGIES FOR COPING WITH DIFFICULT BEHAVIOR
12–10© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 11
STRATEGIES FOR COPING WITH DIFFICULT BEHAVIOR
12–11© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 12
• Any external stimulus that causes wear and tear on one’s psychological or physical well-being
• Job stress• Arises from the interaction of people and their
jobs • Characterized by changes within people that
force them to deviate from their normal functioning
• Disrupts the body’s equilibrium, generating a fight-or-flight chemical reaction
STRESS
12–12© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 13
COSTS AND BENEFITS OF STRESS
12–13© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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• Life event: Anything that causes a person to deviate from normal functioning
• Personal psychological makeup• Type A behavior: Trying to accomplish too much
in a short time and struggling against time and other people to accomplish one’s ends
• Type B behavior: Being calmer than someone with Type A behavior, devoting time to exercise, and being realistic in estimating the time it takes to complete an assignment
MAJOR CAUSES OF STRESS
12–14© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 15
EXHIBIT 12.7 - ORGANIZATIONAL AND WORK-RELATED FACTORS THAT CAUSE EXCESSIVE STRESS
12–15© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 16
• Burnout: Malady caused by excessive stress in the setting where people invest most of their time and energy
• Characteristics of candidates for job burnout• Experience stress caused predominantly by job-
related stressors• Are idealistic and/or self-motivated achievers• Seek unattainable goals
MAJOR CAUSES OF STRESS
12–16© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 17
PHASES OF BURNOUT
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©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 18
• Engaging in physical exercise• Makes people less prone to the adverse effects
of stress • Practicing relaxation techniques
WAYS TO COPE WITH PERSONAL STRESS
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©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 19
• Gaining a sense of control• Plan ahead, and identify long- and short-term
goals• Get to know and like yourself• Perceive situations as challenges and not
problems• Take a long vacation• Do things for others
WAYS TO COPE WITH PERSONAL STRESS
12–19© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 20
• Provide yourself with positive reinforcement when you do a task well
• Developing and maintaining good interpersonal relationships
WAYS TO COPE WITH PERSONAL STRESS
12–20© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 21
RELAXATION TECHNIQUES
12–21© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 22
STRATEGIES THAT MAKE YOU FEEL GREAT
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©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 23
• Ability to use one’s time to get things done when they should be done
• Techniques• Maintain a time log to track how your time is
spent• Set priorities to make the most of your time• Handle the common time wasters
TIME MANAGEMENT
12–23© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 24
EXHIBIT 12.12 - EIGHT COMMON SUPERVISORY TIME WASTERS
12–24© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 25
• Set priorities and do not procrastinate• Manage emails and phone calls effectively
• Make your meetings effective• Learn to delegate• Handle people who drop in• Be decisive• Get organized and stay on top of paperwork• Avoid distractions and interruptions
HOW TO USE YOUR TIME MORE EFFECTIVELY
12–25© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 26
• Burnout• Integration process
• Life event• Principled negotiation• Stress• Time management• Type A behavior• Type B behavior
HOW TO USE YOUR TIME MORE EFFECTIVELY
12–26© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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