Bottom line: Create an atmosphere where employees serve your customers rather than co ering

their rears. Remember that win-win solutions are preferable to win-lose solutions. Conflict i
inevitable, but good managers strive to minimize personal conflicts.

Key Terms:

Authority is the right to act, command, or hold others accountable.

Power is the ability to change circumstances or other's behavior.

Legitimate power is power vested in a manager by virtue of his office or title. It is legal or
formal power.

Reward power is power based on the ability to reward or withhold rewards.

Coercive power is power based on the ability to punish others. This may be psychological,
emotional, physical, or financial punishment.

Expert power is power derived from knowledge.

Referent power is power that emanates from personal characteristics.

Organizational politics are actions people take to increase their own power in the organization.

Political strategies are methods individuals use to increase political power.

Positional strategies are political strategies that deals with the place you occupy in the
organization. If you occupy a central position in the organization, you are likely to be more
valuable, and hence, have greater political power.

Networking strategies are political strategies that are built by creating connections with others.

Expertise strategies are political strategies that deals with specialized knowledge.

Personal strategies are political strategies that is built on your individual characteristics.

Negotiation is an attempt to come to an agreement with another.

Distributive negotiation is an adversarial negotiation where both parties try to win at the cost of
the other.

Integrative bargaining is a type of negotiation where both parties seek to find a solution that is
mutually acceptable.

Judge is a civil magistrate who supervises a legal trial, maintains order and procedure, and
pronounces the sentence.

Arbitrator is a third party who judges between two disputing parties.

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Binding arbitration is a situation in which an arbitrator can impose the remedy that he sees as
fair.

Mediator is a third party that can hear the dispute, but he has no authority to impose a solution.

Labor relations is a broad term for dealings between workers and management.

Collective bargaining is the term for negotiations between management and a labor union.

Stress is strain or tension experienced when facing overwhelming constraints, demands,

challenges, or opportunities. Stress may be mental and or physical.

Organizational conflict is discord between employees or groups of employees.

Task conflict deals with the type of work to be done.

Process conflict has to do with how the work gets done.

Personal conflict has to do with interpersonal relationships.

Group consists of two or more people who have a common purpose. People in a group work with
each other.

Formal groups are established by management. They have a legitimate place or position in the
organization.

Command groups are established by management and organized as a component part of the
chain of command.

Informal groups are unofficial and casual.

Interest groups seek to influence a particular cause

Team is a group that works closely together to accomplish a task. People in a team work together
(as opposed to just with each other).

Top management team is made up of a number of senior executives who deal with long term
strategy and objectives.

Self-managing team is a group of workers who supervise their own activities.

Cross-functional team employees are brought together from different departments in the
organization.

Project team is a team that works on a special project. Team members are usually brought
together from diverse specializations, backgrounds, or functions.·

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 Virtual teams are teams that work together electronically. This allows members to work with
each other though they are geographically in different locations.

Cohesiveness is the degree to which a group has bonded.

Cross-training is training employees in more than one specialization or function.

Span of control is the number of subordinates that can be managed effectively. A manageable
span of control is generally thought to be a maximum of 12.

Group size refers to how small or large a group is. Size changes the group's dynamics.

Group roles are behaviors or duties each member is expected to fulfill.

Social loafing is exerting less effort as a member of a group than when working alone.

Responsibility is the duty to perform tasks.

Accountability is the requirement to report and justify actions to a higher authority such as a
manager, president, board of directors, or the public.

Forming is the initial, awkward, getting-acquainted stage ofteam development where team
members get to know each other.

Storming is the second stage of team development. It is marked by conflict. In this stage,
common conflicts include personality and role conflicts.

Norming is the third stage ofteam development. In this stage, standards emerge, and it is
common for team unity to prevail.

Performing is the fourth stage of team development. It is characterized by a focus on team goals
and objectives.

Adjourning is the fifth and final stage of team development. In this stage, members prepare to
disband and part ways. This stage may be sad or a relief.

Dependence is a stage of group interaction where individuals must rely on others.

Independence is the level of group interaction where individuals are able to operate on their own
and perform their own work.

Interdependence is the stage of group interaction marked by cooperation and collaboration. It is

the degree to which individuals in a group rely on each other to succeed.

Pooled task interdependence is a type of group interdependence where members assemble their
independent contributions.

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Sequential task interdependence is a type of group interdependence where one member's output
becomes another member's input.

Reciprocal task interdependence is a type of group interdependence where each member

depends on the ongoing work of the group. In this setting, there is an intense back and forth
between members.

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