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ACCA Applied Knowledge · Business and Technology · Sources of conflict and techniques for conflict resolution

A product design team at Zeta Ltd is split over which of two new packaging designs to launch. Each side argues its case with market research and prototypes, and the debate ends with a hybrid design that tests better with customers than either original proposal. Which of the following best describes the effect of this conflict?

This is functional conflict. The disagreement was argued with research and prototypes, and it produced a hybrid design that tested better than either original idea. Conflict is beneficial when it improves decision quality or generates new ideas, rather than merely because people hold differing views.

  1. AFunctional conflict, because it stimulated debate that improved the quality of the decisionCorrect
  2. BDysfunctional conflict, because it diverted the team's time from its normal duties
  3. CDysfunctional conflict, because the team members held opposing views on the designs

Explanation

Conflict is functional when it leads to better decisions, new ideas or improved performance. Here the disagreement was based on evidence and produced a hybrid design that outperformed both original proposals. Option B is wrong because time spent on debate that improves the outcome is not wasted. Option C is wrong because opposing views alone do not make conflict dysfunctional.

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