©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.

*

• 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.

*

• 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.

*

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.

*

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.

*

CONFLICT MANAGEMENT STYLES

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.

*

• 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–*

© 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.

*

• 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–*

© 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.

*

• Learning confrontation reduction skills
• Active listening
• Empathizing and disarming
• Inquiring
• Using “I feel” statements

THREE-STEP PROGRAM FOR CONFLICT RESOLUTION

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.

*

STRATEGIES FOR COPING WITH DIFFICULT BEHAVIOR

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.

*

STRATEGIES FOR COPING WITH DIFFICULT BEHAVIOR

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.

*

• 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–*

© 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.

*

COSTS AND BENEFITS OF STRESS

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.

*

• 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–*

© 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.

*

EXHIBIT 12.7 – ORGANIZATIONAL AND WORK-RELATED FACTORS THAT CAUSE EXCESSIVE STRESS

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.

*

• 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–*

© 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.

*

PHASES OF BURNOUT

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.

*

• Engaging in physical exercise
• Makes people less prone to the adverse effects of stress
• Practicing relaxation techniques

WAYS TO COPE WITH PERSONAL STRESS

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.

*

• 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–*

© 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.

*

• Provide yourself with positive reinforcement when you do a task well
• Developing and maintaining good interpersonal relationships

WAYS TO COPE WITH PERSONAL STRESS

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.

*

RELAXATION TECHNIQUES

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.

*

STRATEGIES THAT MAKE YOU FEEL GREAT

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.

*

• 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–*

© 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.

*

EXHIBIT 12.12 – EIGHT COMMON SUPERVISORY TIME WASTERS

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.

*

• 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–*

© 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.

*

• Burnout
• Integration process
• Life event
• Principled negotiation
• Stress
• Time management
• Type A behavior
• Type B behavior

HOW TO USE YOUR TIME MORE EFFECTIVELY

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.

Do you need an answer to this or any other questions?

Order Plagiarism Free Answer Here