Question 1

What are the three key behaviours used in response to conflict?

Accepted Answer

A)  Respond, avoid and react. 
B)  Flight, fight and flow. 
C)  Fright, fight and flow. 
D)  Avoid, approach and resolve. 
A)  Respond, avoid and react. 
B)  Flight, fight and flow. 
C)  Fright, fight and flow. 
D)  Avoid, approach and resolve. B

Question 2

Positional bargaining:

Accepted Answer

A)  prioritises a relationship over an issue. 
B)  prioritises an issue over a relationship. 
C)  mixes the relationship and issue together. 
D)  none of the above. 
A)  prioritises a relationship over an issue. 
B)  prioritises an issue over a relationship. 
C)  mixes the relationship and issue together. 
D)  none of the above. C

Question 3

As parties move towards a solution in a conflict, they can only adopt one position.

Accepted Answer

A) True 
 B)False  False

Question 4

Reflect upon a time in which you experienced conflict and were required to negotiate as part of a conflict resolution strategy. What negotiation style and conflict approach did you or the other party adopt, and was it effective? Discuss the scenario with reference to concepts covered in Chapter 5.

Accepted Answer

Reflecting upon a time when I experience

Question 5

Avoiding one-on-one difficult conversations usually leads to deteriorating relationships and conflict.

Accepted Answer

A) True 
 B)False

Question 6

Which one of the following statements best represents psychological barriers during negotiations?

Accepted Answer

A)  Psychological barriers are many, can belong to either party and may arise at any time. 
B)  Psychological barriers have to be ruthlessly addressed to avoid derailing the negotiations. 
C)  Psychological barriers will probably arise but the likelihood is dependent on the maturity level of the parties to the negotiation. 
D)  Psychological barriers can only be resolved through mediation techniques. 
A)  Psychological barriers are many, can belong to either party and may arise at any time. 
B)  Psychological barriers have to be ruthlessly addressed to avoid derailing the negotiations. 
C)  Psychological barriers will probably arise but the likelihood is dependent on the maturity level of the parties to the negotiation. 
D)  Psychological barriers can only be resolved through mediation techniques.

Question 7

Divorce is an example of a conflict requiring which of the following?

Accepted Answer

A)  Informal mediation. 
B)  Assertive mediation. 
C)  Formal mediation. 
D)  Aggressive mediation. 
A)  Informal mediation. 
B)  Assertive mediation. 
C)  Formal mediation. 
D)  Aggressive mediation.

Question 8

Which of the following situations BEST represents a functional conflict approach?

Accepted Answer

A)  Fatima gathers her team together to do an ideation session on new ways of working and has created an agenda to include a session on clarifying current issues with ways of working. 
B)  Martin realises that his team are in conflict and so uses the conquest method to solve the issues. 
C)  Jordan has denied to his boss that there are any conflicts within his team. 
D)  There is a problem that affects the entire team. Orla arranges for a meeting with a select few members of the team to decide and enforce an action plan. . 
A)  Fatima gathers her team together to do an ideation session on new ways of working and has created an agenda to include a session on clarifying current issues with ways of working. 
B)  Martin realises that his team are in conflict and so uses the conquest method to solve the issues. 
C)  Jordan has denied to his boss that there are any conflicts within his team. 
D)  There is a problem that affects the entire team. Orla arranges for a meeting with a select few members of the team to decide and enforce an action plan. .

Question 9

Donohue and Kolt's (199 2) 'Four R Method' refers to:

Accepted Answer

A)  read, review, rearrange, recite. 
B)  a technique for moving away from emotional concerns. 
C)  recollection, reconstruction, review, retort. 
D)  a technique for allocating responsibility in conflict situations. 
A)  read, review, rearrange, recite. 
B)  a technique for moving away from emotional concerns. 
C)  recollection, reconstruction, review, retort. 
D)  a technique for allocating responsibility in conflict situations.

Question 10

BATNA stands for the 'best alternative to a negative agreement' whilst WATNA stands for the 'worst alternative to a negative agreement'.

Accepted Answer

A) True 
 B)False

Question 11

With regard to conflict, most authors cited in Chapter 4

Accepted Answer

A)  agree that, overall, it is better to have conflict than to avoid it. 
B)  argue that conflict should be avoided for as long as possible to allow the parties to clarify their positions. 
C)  have an irreconcilable range of views on the value of conflict. 
D)  believe that more research is needed on the value, or otherwise, of conflict. 
A)  agree that, overall, it is better to have conflict than to avoid it. 
B)  argue that conflict should be avoided for as long as possible to allow the parties to clarify their positions. 
C)  have an irreconcilable range of views on the value of conflict. 
D)  believe that more research is needed on the value, or otherwise, of conflict.

Question 12

Accommodation of the demand of another person or party is a:

Accepted Answer

A)  personal negotiating style. 
B)  psychological barrier. 
C)  personal quality. 
D)  negotiation style. 
A)  personal negotiating style. 
B)  psychological barrier. 
C)  personal quality. 
D)  negotiation style.

Question 13

'I can imagine how upsetting that must have been' is a way to:

Accepted Answer

A)  create empathy by reflecting and mirroring. 
B)  set aside one's own points and feelings. 
C)  actively listen. 
D)  challenge and encourage the parties in a conflict. 
A)  create empathy by reflecting and mirroring. 
B)  set aside one's own points and feelings. 
C)  actively listen. 
D)  challenge and encourage the parties in a conflict.

Question 14

The appropriate negotiation strategy is established by:

Accepted Answer

A)  cooperation, resolution of conflict and discussion. 
B)  evaluating the strength of alternatives and the importance of a long-term relationship. 
C)  determining the individual's feelings, perceptions and frame of reference. 
D)  resolving differences, solving problems and reaching agreement. 
A)  cooperation, resolution of conflict and discussion. 
B)  evaluating the strength of alternatives and the importance of a long-term relationship. 
C)  determining the individual's feelings, perceptions and frame of reference. 
D)  resolving differences, solving problems and reaching agreement.

Question 15

What does'Moore's pizza' relate to?

Accepted Answer

A)  The range of response types available for managing conflict. 
B)  Sources of irritations likely to further escalate conflict. 
C)  Causes of conflict. 
D)  Relationship intervention techniques. 
A)  The range of response types available for managing conflict. 
B)  Sources of irritations likely to further escalate conflict. 
C)  Causes of conflict. 
D)  Relationship intervention techniques.

Question 16

Conflict resolution can be seen as:

Accepted Answer

A)  a process that attempts to resolve a problem even though it may require change. 
B)  having a primary focus on the result of the conflict rather than the process. 
C)  a process arrived at by a mediator, offering a compromise. 
D)  a process that involves arbitration. 
A)  a process that attempts to resolve a problem even though it may require change. 
B)  having a primary focus on the result of the conflict rather than the process. 
C)  a process arrived at by a mediator, offering a compromise. 
D)  a process that involves arbitration.

Question 17

Role conflict occurs when there are differing perceptions of what a person should do.

Accepted Answer

A) True 
 B)False

Question 18

Astrid is Camila's boss. While Camila is well respected by everyone at the company and is always lead in the number of sales, Astrid has noticed Camila arriving late to work often, and she needs to have a difficult one-on-one conversation with Camila about this. Which of the following would be the most effective way to order the three aspects of Camila's performance within this conversation?

Accepted Answer

A)  Respected by everyone, leads in number of sales, arrives late to work often 
B)  Arrives late to work often, respected by everyone, leads in number of sales 
C)  Arrives late to work often, leads in number of sales, respected by everyone 
D)  Leads in number of sales, arrives to work late often, respected by everyone 
A)  Respected by everyone, leads in number of sales, arrives late to work often 
B)  Arrives late to work often, respected by everyone, leads in number of sales 
C)  Arrives late to work often, leads in number of sales, respected by everyone 
D)  Leads in number of sales, arrives to work late often, respected by everyone

Question 19

The method of active listening in conflict is to:

Accepted Answer

A)  relate the total message back to the speaker for confirmation. 
B)  ask questions and make brief responses. 
C)  help the listener to identify content and feelings. 
D)  use reflecting or mirroring skills. 
A)  relate the total message back to the speaker for confirmation. 
B)  ask questions and make brief responses. 
C)  help the listener to identify content and feelings. 
D)  use reflecting or mirroring skills.

Question 20

Which of the following is the BEST reason as to why Individuals are generally not ready for problem solving when in crisis?

Accepted Answer

A)  They need to have their emotions calmed. 
B)  They are focused on a win-win outcome. 
C)  They need time to consult with their superiors. 
D)  They need to resolve the conflict to their benefit. 
A)  They need to have their emotions calmed. 
B)  They are focused on a win-win outcome. 
C)  They need time to consult with their superiors. 
D)  They need to resolve the conflict to their benefit.

Exam 4: Negotiation and Conflict Management

What are the three key behaviours used in response to conflict?

Positional bargaining:

As parties move towards a solution in a conflict, they can only adopt one position.

Reflect upon a time in which you experienced conflict and were required to negotiate as part of a conflict resolution strategy. What negotiation style and conflict approach did you or the other party adopt, and was it effective? Discuss the scenario with reference to concepts covered in Chapter 5.

Avoiding one-on-one difficult conversations usually leads to deteriorating relationships and conflict.

Which one of the following statements best represents psychological barriers during negotiations?

Divorce is an example of a conflict requiring which of the following?

Which of the following situations BEST represents a functional conflict approach?

Donohue and Kolt's (199 2) 'Four R Method' refers to:

BATNA stands for the 'best alternative to a negative agreement' whilst WATNA stands for the 'worst alternative to a negative agreement'.

With regard to conflict, most authors cited in Chapter 4

Accommodation of the demand of another person or party is a:

'I can imagine how upsetting that must have been' is a way to:

The appropriate negotiation strategy is established by:

What does'Moore's pizza' relate to?

Conflict resolution can be seen as:

Role conflict occurs when there are differing perceptions of what a person should do.

The method of active listening in conflict is to:

Which of the following is the BEST reason as to why Individuals are generally not ready for problem solving when in crisis?

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