Chapter 11 – Interpersonal behavior at work : conflict, cooperation

Chapter 11 – Interpersonal behavior at work : conflict, cooperation, trust and deviance
abusive supervision
Affective conflict
Alternative dispute resolution (ADR)
Balanced contracts
Bargaining (negotiation)
Binding arbitration
Calculus-based trust
Constructive organizational deviance
Conventional arbitration
A pattern of supervision in which a boss engages
in sustained displays of hostile verbal and
nonverbal behaviors.
A form of conflict resulting when people
experience clashes of personality or
interpersonal tension, resulting in frustration
and anger.
A set of procedures, such as mediation and
arbitration, in which disputing parties work
together with a neutral party who helps them
settle their disagreements out of court.
A process in which a third party (known as an
arbitrator) has the power to impose, or at least
to recommend, the terms of an agreement
between two or more conflicting parties.
Psychological contracts that combine the openended, long-term features of relational
psychological contracts with the well-specified
reward-performance contingencies of
transactional contracts.
The process by which two or more parties in
dispute with one another exchange offers,
counteroffers, and concessions in an attempt to
find a mutually acceptable agreement.
Disposition of people to be considerate and to
demonstrate concern and support for others.
A form of arbitration in which the two sides
agree in advance to accept the terms set by the
arbitrator, whatever he or she may be.
A form of trust based on deterrence; whenever
people believe that another will behave as
promised out of fear of getting punished for
doing otherwise.
A pattern of behavior in which each person,
group, or organization seeks to maximize its own
gains at the expense of others.
People whose primary motive is doing better
than others, beating them in open competition.
A process in which one party perceives that
another party has taken or will take actions that
are incompatible with one’s own interests.
Actions that deviate from organizational norms
but are consistent with societal norms.
A form of arbitration in which an arbitrator can
offer any package of terms he or she wishes.
A pattern of behavior in which assistance is
mutual and two or more individuals, groups or
Core task behavior (CTB)
Destructive criticism
Destructive organizational deviance
Deviant organizational behavior
employee theft
Final-offer arbitration
Identifications-based trust
Identification-based trust
Integrative agreement
Interpersonal behavior
Mixed motives
organizations work together toward shared
goals for their mutual benefit.
people who are concerned with maximizing joint
outcomes, getting as much as possible for their
Formal behaviors that traditionally are
recognized as part of a particular job.
The practice of using a company’s e-mail and/or
Internet facilities for personal use.
Negative feedback that angers the recipient
instead of helping him or her do a better job.
A form of behavior that violates both
organizational and societal norms.
Actions on the part of employees that
intentionally violate the norms of organizations
and/or the formal rules of society, resulting in
negative consequences.
The taking of company property for personal
People who are primarily interested in
minimizing the differences between themselves
and others.
A form of arbitration in which the arbitrator
chooses between final offers made by the
disputing parties themselves.
A form of trust based on accepting the wants
and desires of another person.
Demonstrating a lack of regard for others,
denying them the respect they are due.
People who care almost exclusively about
maximizing their own gain and don’t care
whether others do better or worse than
a type of solution to a conflict situation in which
the parties consider joint benefits that go
beyond a simple compromise.
A variety of behaviors involving the ways in
which people work with and against one
The process in which a neutral party (known as a
mediator) works together with two or more
parties sides to reach a settlement to their
Contexts in which people have reasons both to
cooperate and to compete.
Attempts to impede another’s job performance.
Acts of organizational citizenship directed at
other individuals in the workplace (i.e. helping
coworkers in ways that go beyond what is
Organizational citizenship behavior (OCB)
overt aggression
Process conflict
Prosocial behavior
Psychological contract
Relational contract
Social dilemma
Substantive conflict
Swift trust
Transactional contract
Voluntary arbitration
Win-win solutions
workplace aggression
workplace bullying
Acts of organizational citizenship directed at the
organization itself (i.e. helping the company in
ways that go beyond what is expected).
An informal form of behavior in which people go
beyond what is formally expected of them to
contribute to the well-being of their organization
and those in it.
Acts that are outwardly intended to harm other
people or organizations.
A form of conflict resulting from differences of
opinion regarding how work groups are going to
operate, such as how various duties and
resources will be allocated and with whom
various responsibilities will reside.
The tendency for people to help others on the
job, even when they will not personally benefit
from assisting.
A person’s beliefs about what is expected of
another in a relationship.
The tendency to treat others as they have
treated us.
A variety of psychological contract in which the
parties have a long-term and widely defined
relationship with a vast focus.
Situations in which each person can increase his
or her individual gains by acting in a purely
selfish manner, but if others also act selfishly,
the outcomes experienced by all are reduced.
A form of conflict that occurs when people have
different viewpoints and opinions with respect
to a decision they are making with others.
Trust that occurs as a set of collective
perceptions develops among members of
temporary groups.
A variety of psychological contract in which the
parties have a brief and narrowly defined
relationship that is primarily economic in focus.
A person’s degree of confidence in the words
and actions of another.
A form of arbitration in which the two sides
retain the freedom to reject the agreement
recommended by an arbitrator.
The disclosure by employees of illegal, immoral
or illegitimate practices by employers to people
or organizations able to take action.
Resolutions to conflicts in which both parties get
what they want.
Acts of verbal and physical abuse toward others
in organizations, ranging from mild to severe.
The repeated mistreatment of an individual at
work in a manner that endangers his or her
physical or mental health.