Compare and contrast substantive conflict, personalized conflict, and dysfunctional conflict.
Explain how supervisors and employees are categorized as bullies, slackers, or team players.
Define constructive conflict. Why is constructive conflict an important concept?
What are some causes of conflict in modern organizations and work environments?
Describe the negotiation styles found in Figure 14.2.
What are interest-based negotiating and the reciprocity reflex?
Compare and contrast grievance procedures with complaint procedures.
Analyze and explain supervisory guidelines for resolving complaints and grievances: make time available, listen patiently and with an open mind, and distinguish facts from opinions.
Analyze and explain supervisory guidelines for resolving complaints and grievances: determine the real issue, check and consult, avoid setting precedents, and exercise self-control.
Analyze and explain supervisory guidelines for resolving complaints and grievances: minimize delays in reaching a decision, explain decisions clearly and sensitively, keep records, and do not fear a challenge.
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