Exam 11: Conflict and Negotiation in the Workplace

________ is the cornerstone of effective negotiations.

Men are more likely than women to use the ________ style, whether as managers or nonmanagement employees.

________ is the point beyond which a party in negotiation will make no further concessions.

Which of the following behaviors might start the conflict process?

The physical distance between the parties and formality of the setting can influence their orientation toward each other and the disputed issues. So can the seating arrangements. People who sit face-to-face are more likely to develop a(n) ________ orientation toward the conflict situation.

Dev knows he is correct and needs a quick resolution to the conflict. He needs to use the ________ style.

Having clear rules would minimize which type of conflict?

The ________ style is often ineffective because it doesn't resolve the conflict and may increase the other party's frustration.

How people respond in terms of their conflict-handling style depends on the importance they place on

Francis and Donald were disagreeing over who should take the holiday shift. Although Francis didn't really want to work that holiday, because Donald was very adamant that he have that holiday off, Francis agreed to take the shift. Because the issue was less important to Francis compared to Donald's feelings about the issue, the conflict was resolved by Francis

Which negotiating approach is common when multiple issues are at stake?

A negotiation is unlikely to be successful unless both parties volunteer information.

To resolve a dispute between the sales and marketing team, they are reminded that both are working towards satisfying the customer. This is an example of

In the BATNA model, the resistance point is where one party is willing to consider different concessions.

One form of differentiation that can lead to workplace conflict is

According to the literature, which organizational conflict is a positive application of conflict in organizations?

In negotiations, why is it important to distinguish needs from goals?

Problem solving assumes there are opportunities for

CommTel is a telephone company with a policy of filling positions internally through promotions, rather than hiring from outside. Until recently, the company had a strong engineering focus and tended to promote people into senior executive positions from the engineering areas. Consequently, almost all of the company's 14 senior executives joined the company over 20 years ago in junior engineering positions. There is increasing pressure on CommTel to become more marketing-and service-oriented. As a result, four people were hired last year from consumer products and retail firms to fill new senior executive positions in marketing and service management. The external hires were necessary because current employees were not sufficiently qualified. Now there are signs of tension among senior executives, particularly during budget deliberations where there is limited discretionary spending on new corporate activities. The four new hires have been frustrated in their attempts to have the company put more money into marketing and customer services instead of technology investment, and they blame the senior executives for being hard-headed. The conflict episodes are viewed by both sides as personal attacks rather than attempts to resolve the problem. -The conflict at CommTel appears to be ________ conflict.

Using mutual understanding activities to reduce dysfunctional conflict should only be used when