Question 1

What is the contact hypothesis? What has research shown about this idea? Do you think this is a useful philosophy?

Accepted Answer

Contact hypothesis is one of three approaches to managing intergroup conflict.The contact hypothesis suggests that the more members of different groups interact,the less intergroup conflict they will experience.The hope is that any type of interaction,short of actual conflict,will reduce stereotyping and combat in-group thinking.But research has shown this approach to be naïve and limited.One interpretation of these results is that contact matters,quality contact matters more,but both matter most from the in-group's perspective.

Question 2

A(n)________ negotiation describes a situation where an agreement can be found that is better for both parties.

Accepted Answer

A)  distributive 
B)  alternative 
C)  dialectic 
D)  integrative 
E)  arbitrary 
A)  distributive 
B)  alternative 
C)  dialectic 
D)  integrative 
E)  arbitrary D

Question 3

Tina is a restaurant manager at a high-end restaurant.She works very long hours,and sometimes double shifts.When she's home,she is constantly texting and answering texts from the restaurant.Her husband complains that he rarely gets to see her and that he is unable to keep up all the household tasks himself.Tina is experiencing

Accepted Answer

A)  work-family conflict. 
B)  dysfunctional conflict. 
C)  functional conflict. 
D)  conflict handling issues. 
E)  incivility. 
A)  work-family conflict. 
B)  dysfunctional conflict. 
C)  functional conflict. 
D)  conflict handling issues. 
E)  incivility. A

Question 4

If a speedy decision is needed,the _______ conflict handling style is appropriate.

Accepted Answer

A)  integrating 
B)  obliging 
C)  avoiding 
D)  dominating 
E)  compromising 
A)  integrating 
B)  obliging 
C)  avoiding 
D)  dominating 
E)  compromising

Question 5

Which of the following statements about conflict is ?

Accepted Answer

A)  Conflict should be completely eliminated across the organization. 
B)  Conflict should be encouraged in some departments and discouraged in others. 
C)  Organizations experiencing excessive conflict tend to also be apathetic, uncreative, and indecisive. 
D)  Use of technology and virtual teams can minimize conflict. 
E)  Organizations can suffer from too little conflict. 
A)  Conflict should be completely eliminated across the organization. 
B)  Conflict should be encouraged in some departments and discouraged in others. 
C)  Organizations experiencing excessive conflict tend to also be apathetic, uncreative, and indecisive. 
D)  Use of technology and virtual teams can minimize conflict. 
E)  Organizations can suffer from too little conflict.

Question 6

Customer satisfaction at Corley & Brothers,a furniture delivery company,is decreasing.There are growing complaints about damaged furniture and missed delivery dates.The managers of scheduling,operations,and sales are meeting to discuss these issues.

Accepted Answer

The three managers do not get along very

Question 7

Which of the following situations is most likely to produce conflict?

Accepted Answer

A)  Joe finishes his part of the project and then passes it to Marge for her part of the assignment. Each recognizes their role. 
B)  The sales force at DNY Company follows clear and reasonable policies and rules. 
C)  Claire and Michele are on a tight deadline. Their manager comes in and says that they have an extra week to complete the assignment. 
D)  John, Paul, and Peter have each been given additional resources for their three projects. 
E)  Maria cannot finish her report until Juan provides the financial spreadsheet. Juan is late and Maria is afraid she won't meet her deadline. 
A)  Joe finishes his part of the project and then passes it to Marge for her part of the assignment. Each recognizes their role. 
B)  The sales force at DNY Company follows clear and reasonable policies and rules. 
C)  Claire and Michele are on a tight deadline. Their manager comes in and says that they have an extra week to complete the assignment. 
D)  John, Paul, and Peter have each been given additional resources for their three projects. 
E)  Maria cannot finish her report until Juan provides the financial spreadsheet. Juan is late and Maria is afraid she won't meet her deadline.

Question 8

Ryan,Jerry,and Mark belong to Sigma Phi Upsilon fraternity.They pride themselves on being a group of solid students with leadership abilities.As a result,they often seem to hijack Fraternity Council Leadership meetings.Clearly,they feel they know how all the fraternities on campus should operate.This very high level of cohesiveness in a group

Accepted Answer

A)  enhances critical thinking. 
B)  causes groupthink. 
C)  results in the best decisions. 
D)  increases cooperation of the group. 
E)  heightens individual perceptions. 
A)  enhances critical thinking. 
B)  causes groupthink. 
C)  results in the best decisions. 
D)  increases cooperation of the group. 
E)  heightens individual perceptions.

Question 9

Which of the following is not an unethical tactic to use in negotiations?

Accepted Answer

A)  showing emotions 
B)  nondisclosure 
C)  strengthening one's own position 
D)  weakening the opponent 
E)  puffery 
A)  showing emotions 
B)  nondisclosure 
C)  strengthening one's own position 
D)  weakening the opponent 
E)  puffery

Question 10

Orna is a restaurant manager.She is helping a server who has a difficult guest.Everything is wrong-the water,the menu,the food,the service.Orna knows that this customer is always unhappy and delights in picking on the server. Orna bluntly tells the server that she needs to learn better conflict handling skills.But then,Orna goes over to the customer,who begins to argue with her.So she tells the customer to leave and not bother coming back.This best represents the _________ conflict handling style.

Accepted Answer

A)  dominating 
B)  avoiding 
C)  obliging 
D)  compromising 
E)  integrating 
A)  dominating 
B)  avoiding 
C)  obliging 
D)  compromising 
E)  integrating

Question 11

Theresa is a(n)______ for Capital Clinic services.She has worked for the company for 20 years and is widely respected and trusted.In this position,she hears grievances on a confidential basis and attempts to arrange a solution.

Accepted Answer

A)  ombudsmanship 
B)  facilitation 
C)  peer review 
D)  mediation 
E)  arbitration 
A)  ombudsmanship 
B)  facilitation 
C)  peer review 
D)  mediation 
E)  arbitration

Question 12

The integrating style of conflict handling is appropriate in all conflict situations.

Accepted Answer

A) True 
 B)False

Question 13

When the demands or pressures from work and family domains are mutually incompatible,work-family conflict has occurred.

Accepted Answer

A) True 
 B)False

Question 14

Jim is head of the marketing department and must decide how to allocate a fixed amount of funds.There are two top projects that Jim believes hold the most promise.Recently,the majority of funds have been allocated to Project A,but Jim wonders if it is time to provide Project B with a larger share of the money.Jim decides to assign a particular individual,Clara,to thoroughly criticize the proposal for Project B,looking for every possible flaw.Which technique is Jim using to help him make a better decision?

Accepted Answer

A)  diagnostic process 
B)  devil's advocacy 
C)  mediation 
D)  dialectic method 
E)  negotiation 
A)  diagnostic process 
B)  devil's advocacy 
C)  mediation 
D)  dialectic method 
E)  negotiation

Question 15

The most common response to incivility is that employees work harder to avoid its source.

Accepted Answer

A) True 
 B)False

Question 16

Draw the conflict handling styles model,being sure to name and describe the five conflict handling styles.Discuss when each is appropriate and inappropriate.

Accepted Answer

Student should draw the model in Figure

Question 17

Marta is an organizational development consultant and trainer.She is conducting a training session at XYZ Corporation.What are the key points about conflict handling styles that Marta should address?

Accepted Answer

Key points about conflict-handling style

Question 18

The benefit of ________ is that it uses faster,more user-friendly methods of dispute resolution,instead of traditional,adversarial approaches,such as unilateral decision making or litigation.

Accepted Answer

A)  dysfunctional conflict resolution (DCR) 
B)  alternative dispute resolution (ADR) 
C)  conflict resolution service (CRS) 
D)  flextime fix (FTF) 
E)  intergroup conflict resolution (ICR) 
A)  dysfunctional conflict resolution (DCR) 
B)  alternative dispute resolution (ADR) 
C)  conflict resolution service (CRS) 
D)  flextime fix (FTF) 
E)  intergroup conflict resolution (ICR)

Question 19

Mark,the business head of a firm,wanted to give New Year's gifts to his employees.He discussed this with his employees and decided to give leather computer bags.Mark stated that he did not want to give cheap bags,while a few employees said that they did not want exorbitantly priced designer name bags.Identify the step of added-value negotiation used in this situation.

Accepted Answer

A)  clarify interests 
B)  identify options 
C)  design alternative deal packages 
D)  select a deal 
E)  perfect the deal 
A)  clarify interests 
B)  identify options 
C)  design alternative deal packages 
D)  select a deal 
E)  perfect the deal

Question 20

Managers wishing to reduce conflict between members and groups should isolate them from each other as much as possible.

Accepted Answer

A) True 
 B)False

What is the contact hypothesis? What has research shown about this idea? Do you think this is a useful philosophy?

A(n)________ negotiation describes a situation where an agreement can be found that is better for both parties.

If a speedy decision is needed,the _______ conflict handling style is appropriate.

Which of the following statements about conflict is ?

Customer satisfaction at Corley & Brothers,a furniture delivery company,is decreasing.There are growing complaints about damaged furniture and missed delivery dates.The managers of scheduling,operations,and sales are meeting to discuss these issues.

Which of the following situations is most likely to produce conflict?

Which of the following is not an unethical tactic to use in negotiations?

Theresa is a(n)______ for Capital Clinic services.She has worked for the company for 20 years and is widely respected and trusted.In this position,she hears grievances on a confidential basis and attempts to arrange a solution.

The integrating style of conflict handling is appropriate in all conflict situations.

When the demands or pressures from work and family domains are mutually incompatible,work-family conflict has occurred.

The most common response to incivility is that employees work harder to avoid its source.

Draw the conflict handling styles model,being sure to name and describe the five conflict handling styles.Discuss when each is appropriate and inappropriate.

Marta is an organizational development consultant and trainer.She is conducting a training session at XYZ Corporation.What are the key points about conflict handling styles that Marta should address?

The benefit of ________ is that it uses faster,more user-friendly methods of dispute resolution,instead of traditional,adversarial approaches,such as unilateral decision making or litigation.

Managers wishing to reduce conflict between members and groups should isolate them from each other as much as possible.

Making OB Work for Me

Values and Attitudes

Individual Differences and Emotions

Social Perception and Managing Diversity

Foundations of Employee Motivation

Performance Management

Positive Organizational Behavior

Groups and Teams

Communication in the Digital Age

Decision Making and Creativity

Power,influence,and Politics

Leadership Effectiveness

Organizational Culture, socialization, and Mentoring

Organizational Design, effectiveness, and Innovation

Managing Change and Stres

Filters

Exam 10: Managing Conflict and Negotiations

What is the contact hypothesis? What has research shown about this idea? Do you think this is a useful philosophy?

A(n)________ negotiation describes a situation where an agreement can be found that is better for both parties.

If a speedy decision is needed,the _______ conflict handling style is appropriate.

Which of the following statements about conflict is ?

Customer satisfaction at Corley & Brothers,a furniture delivery company,is decreasing.There are growing complaints about damaged furniture and missed delivery dates.The managers of scheduling,operations,and sales are meeting to discuss these issues.

Which of the following situations is most likely to produce conflict?

Which of the following is not an unethical tactic to use in negotiations?

Theresa is a(n)______ for Capital Clinic services.She has worked for the company for 20 years and is widely respected and trusted.In this position,she hears grievances on a confidential basis and attempts to arrange a solution.

The integrating style of conflict handling is appropriate in all conflict situations.

When the demands or pressures from work and family domains are mutually incompatible,work-family conflict has occurred.

The most common response to incivility is that employees work harder to avoid its source.

Draw the conflict handling styles model,being sure to name and describe the five conflict handling styles.Discuss when each is appropriate and inappropriate.

Marta is an organizational development consultant and trainer.She is conducting a training session at XYZ Corporation.What are the key points about conflict handling styles that Marta should address?

The benefit of ________ is that it uses faster,more user-friendly methods of dispute resolution,instead of traditional,adversarial approaches,such as unilateral decision making or litigation.

Managers wishing to reduce conflict between members and groups should isolate them from each other as much as possible.

Making OB Work for Me

Values and Attitudes

Individual Differences and Emotions

Social Perception and Managing Diversity

Foundations of Employee Motivation

Performance Management

Positive Organizational Behavior

Groups and Teams

Communication in the Digital Age

Decision Making and Creativity

Power,influence,and Politics

Leadership Effectiveness

Organizational Culture, socialization, and Mentoring

Organizational Design, effectiveness, and Innovation

Managing Change and Stres

Filters