Chapter 11 Part 2

Interpersonal Behavior at
Work:
Conflict, Cooperation, Trust
(part 2)
Prepared and presented by

Dr / Shymaa Al-alqamy
By/ Dr. Shymaa Alalqamy

shymaa.alkamy@gmail.com
COOPERATION: PROVIDING MUTUAL
ASSISTANCE
Cooperation: A pattern of behavior in which
assistance is mutual and two or more individuals,
groups, or organizations work together toward
shared goals for their mutual benefit. When two or
more organizations cooperate, it is known as an
( Inter-organizational Alliance.)
Cooperation between Individuals:
Cooperation between individuals can

only occur when their goals are
compatible: that is, they can be shared.

1.Competition: A pattern of
behavior in which each person,
group, or organization seeks to
maximize its own gains, often at
the expense of others.

2.Social Dilemmas: 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 will
be reduced.

3.The Reciprocity Principle:
The tendency to treat others as they have treated us;
popularly referred to as “the golden rule.”
The difficulty with cooperation is merely getting it
started. Once it is started, it tends to be self-
sustaining because of the reciprocity principle.
4.Personal Orientation: Some people are
more cooperative by nature, others are more
competitive. There are four different categories
of people in terms of their natural
predispositions toward working with or against
others.
There are four different categories of people
Their differences are stable and difficult to change.
a. Competitors: People whose primary motive is doing better than
others; beating them in open competition.
b. Individualists: People who care almost exclusively about maximizing
their own gain, and do not care whether others do better or worse
than they do.
c. Cooperators: People who are concerned with maximizing joint
outcomes, getting as much as possible for their team.
d. Equalizers: People who are primarily interested in minimizing the
differences between themselves and others.
5.Organizational Reward Systems:
Organizational reward systems may be
inadvertently built in such a way as to
inspire competition rather than
cooperation. Reward structures can
also affect the speed and accuracy of
task performance.

CONFLICT: THE INEVITABLE RESULTS OF
INCOMPATIBLE INTERESTS
•Conflict: A process in which one party

perceives that another party has taken or
will take actions that are incompatible
with one’s own interests.

Types of Conflict:
1.Substantive Conflict: Conflict that occurs
when people have different viewpoints and
opinions with respect to a decision they are
making with others. This type of conflict can be
beneficial in helping groups make decisions
that are more effective because it forces the
various sides to clearly articulate their ideas.
2.Affective Conflict:
Conflict that results when people
experience clashes of personality
or interpersonal tension, resulting
in frustration and anger.

3.Process Conflict: Conflict that results
from differences of opinion regarding how
workgroups are going to operate, such as
how various duties and resources will be
allocated and with whom various
responsibilities will reside. Generally, the
higher level of process conflict, the lower the
level of group performance.
Causes of Conflict
1.Grudges: People who have “lost face” in their
dealings with someone will attempt to “get even” by
planning some form of revenge.
2.Malevolent Attributions: To the extent

that someone believes that the harm suffered by him
or her is due to an individual’s malevolent motives
means conflict is inevitable. Harm caused by outside
forces is less likely to cause conflict.
3.Destructive Criticism: Feedback that angers recipients
instead of helping him or her do a better job.
(not offering concrete suggestions for improvement).
Constructive criticism may deflect this conflict.
4.Distrust: The more a person is distrusted, the more

conflict there will be in his or her relationships.
5.Competition over Scarce Resources: Whenever

resources are insufficient for everyone’s needs, there will
be competition and therefore conflict over the
distribution of those resources .

Chapter 11 Part 2

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Chapter 11 Part 2

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Interpersonal Behavior at

Prepared and presented by

By/ Dr. Shymaa Alalqamy

Cooperation between individuals can

By/ Dr. Shymaa Alalqamy

By/ Dr. Shymaa Alalqamy

By/ Dr. Shymaa Alalqamy

By/ Dr. Shymaa Alalqamy

•Conflict: A process in which one party

By/ Dr. Shymaa Alalqamy

By/ Dr. Shymaa Alalqamy

2.Malevolent Attributions: To the extent

4.Distrust: The more a person is distrusted, the more

5.Competition over Scarce Resources: Whenever

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