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CHAPTER 12

MANAGING CONFLICT, STRESS,

AND TIME

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• 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

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• 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

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CAUSES OF CONFLICT

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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.

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CONFLICT MANAGEMENT STYLES

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• 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

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• 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

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

THREE-STEP PROGRAM FOR CONFLICT RESOLUTION

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STRATEGIES FOR COPING WITH DIFFICULT BEHAVIOR

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STRATEGIES FOR COPING WITH DIFFICULT BEHAVIOR

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• 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

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COSTS AND BENEFITS OF STRESS

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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

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

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• 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

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PHASES OF BURNOUT

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• 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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• 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

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• Provide yourself with positive reinforcement when you do a task well

• Developing and maintaining good interpersonal relationships

WAYS TO COPE WITH PERSONAL STRESS

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RELAXATION TECHNIQUES

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STRATEGIES THAT MAKE YOU FEEL GREAT

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• 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

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EXHIBIT 12.12 - EIGHT COMMON SUPERVISORY TIME WASTERS

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• 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

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• Burnout• Integration process

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

HOW TO USE YOUR TIME MORE EFFECTIVELY

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