Which conflict-resolution techniques might a manager use to control the level of conflict that has become dysfunctional?

To control dysfunctional conflict, a manager can use resolution techniques that focus on finding integrative solutions. Superordinate goals create a shared objective that requires the cooperation of conflicting parties, forcing them to work together and see each other as partners rather than adversaries. Compromise is a technique where each party agrees to give up something of value to reach an agreement. Both methods are effective at reducing negative conflict by moving parties toward a mutually acceptable outcome, thereby controlling the dysfunctional level of discord.

A. Confrontation and smoothing: Smoothing is a temporary, suppressive technique that minimizes differences and does not resolve the root cause of the conflict.

B. Smoothing and confrontation: As with option A, smoothing is generally a short-term fix rather than a robust resolution technique for dysfunctional conflict.

C. Satisfying goals and smoothing: "Satisfying goals" is vague, and smoothing is a conflict-avoidance/suppression technique, not a resolution strategy for deep-seated issues.

1. Robbins, S. P., & Judge, T. A. (2019). Organizational Behavior (18th ed.). Pearson. In Chapter 14, "Conflict and Negotiation," the text lists "superordinate goals" and "compromise" as two distinct and effective conflict-resolution techniques. Superordinate goals are described as creating a shared goal that requires cooperation, and compromise involves having each party give up something (pp. 490-491).

2. Thomas, K. W. (1992). Conflict and conflict management: Reflections and update. Journal of Organizational Behavior, 13(3), 265-274. https://doi.org/10.1002/job.4030130307. This paper reviews conflict-handling modes, identifying compromising as a key strategy involving intermediate assertiveness and cooperativeness to find a mutually acceptable solution.