Learning Objectives

[1] Define the term conflict, distinguish between functional and dysfunctional conflict, and identify three desired outcomes of conflict.

[2] Define personality conflicts, and explain how they should be managed.

[3] Discuss the role of in-group thinking in intergroup conflict, and explain what can be done to avoid cross-cultural conflict.

[4] Explain how managers can program functional conflict, and identify the five conflict-handling styles.

[5] Identify and describe at least four alternative dispute resolution (ADR) techniques.

[6] Draw a distinction between distributive and integrative negotiation, and explain the concept of added-value negotiation.