Deck 4: Negotiation and Conflict Management

Question 1

Effective negotiators are expected to:

A) connect the people and the problem.
B) promote a constructive climate.
C) make decisions based on their interests.
D) promote a conciliatory climate.

Answer 1

B

Question 2

The difference between a WATNA and a BATNA is that:

A) BATNAs show you the best outcome from a negotiation whilst WATNAs show you the worst outcome from a negotiation.
B) BATNAs will show whether you should proceed to negotiate whilst WATNAs in sufficient number or severity will show that you should NOT negotiate.
C) BATNAs reveal the positives that will eventuate as you proceed with your negotiation whilst WATNAs reveal the negatives that will eventuate as you proceed with your negotiation.
D) BATNAs let you know the best thing that is likely to happen if you cannot reach agreement whilst WATNAs tell you the worst thing that is likely to happen if you cannot reach agreement.

Answer 2

D

Question 3

Negotiators engaged in interest-based bargaining will:

A) argue from positions of 'only what they want'.
B) understand the need to deal with the person rather than the issue.
C) implement the positional negotiation method.
D) focus on the substance of the negotiation and the relationship.

Answer 3

D

Question 4

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

Question 5

Effective negotiation requires:

A) an understanding of the conventions and processes of negotiating.
B) avoidance of differences, problem-minimisation and agreement.
C) knowing who speaks first, who has power and who discloses outcomes.
D) knowing individual feelings, perceptions and frames of reference.

Question 6

The purpose of the interest-based negotiation method is to:

A) reach an agreement that satisfies both parties.
B) gain better outcomes than positional bargainers.
C) identify the interests of both parties.
D) separate the people from the problem.

Question 7

In an extreme case, what could result from the win-lose and the lose-win styles of negotiation?

A) A win-win situation.
B) A deadlock.
C) The dissatisfaction of both parties.
D) Mutual satisfaction.

Question 8

Positional bargaining:

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.

Question 9

Interest-based bargaining means negotiation from positions only rather than interests.

Question 10

Conflict that is handled well can:

A) lead to positive results.
B) improve self-awareness.
C) increase communication skills.
D) avoid potential conflict.

Question 11

In interest-based negotiation, the problem is defined in terms of the interests of each side's needs, desires, concerns and fears, rather than the positions of each party.

Question 12

An effective negotiation deals with the issues, needs and interests of both parties.

Question 13

A win-win approach in negotiation aims to:

A) focus on the necessity to win.
B) negotiate a situation on its merits.
C) leave one of the parties dissatisfied.
D) require arbitration to successfully conclude the negotiations.

Question 14

Strong motivation to reach agreement and inherently competitive interaction can have results that do not meet the needs of the parties.

Question 15

The appropriate negotiation strategy is established by:

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 16

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

Question 17

Finding out about the other party is crucial to effective negotiation.

Question 18

In a win-win negotiation strategy, both parties are satisfied with the negotiated result.

Question 19

The negotiators who argue according to 'only what they want' are:

A) principled bargainers.
B) effective bargainers.
C) position-based bargainers.
D) effective negotiators.

Question 20

The aim of negotiation is to:

A) clarify wants.
B) reach an agreement.
C) put forward proposals.
D) Bargain.

Question 21

According to Kilmann and Thomas (1975), what are the five conflict styles based on?

A) People's needs to be heard.
B) Timing and planning of a negotiation.
C) Proposals and bargaining about interests.
D) Concern for one's own interests and/or for the interests of others.

Question 22

Organisations use power appropriately to get the job done through what method?

A) By using legitimate power over employees
B) By using power to control information flow
C) By delegating power to people
D) By using power to control others.

Question 23

A successful negotiator is able to:

A) use empathy appropriately.
B) choose appropriate negotiation styles, strategies and personal style.
C) generate the most appropriate solutions and reach a negotiated outcome.
D) all of the above.

Question 24

Relationships and issues are mixed together in positional bargaining.

Question 25

The appropriate use of power can:

A) achieve effective communication and positive results.
B) reinforce the legitimate behaviour of another.
C) reinforce individuals with legitimate power.
D) give individuals the authority to control information flow.

Question 26

The five personal negotiating styles are:

A) self-denying, self-protecting, self-exposing, self-bargaining, self-fulfilling.
B) self-denying, self-protecting, self-exposing, self-bargaining, self-actualising.
C) self-denying, self-loathing, self-exposing, self-bargaining, self-fulfilling.
D) self-orientating, self-serving, self-controlling, self-fulfilling, self-experimental.

Question 27

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

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

Question 28

Discuss the ways in which conflict can be positive.

Question 29

Mario and Kylie are currently in negotiation. Kylie has been hearing some scandalous rumours about Mario's company, as well as hearing that there may be financial trouble. Mario found out this week that Kylie's company has previously backed out of a deal last minute and so is feeling unsettled in case this happens again.
State which barrier to agreement this situation would fall under and discuss what possible solutions Mario and Kylie could adopt to overcome this barrier.

Question 30

Counterproductive activities when trying to address conflict can include:

A) blame.
B) gunnysacking.
C) beltlining.
D) all of the above.

Question 31

Being attracted to and repelled by two alternative wants at the same time is an example of:

A) approach/approach conflict.
B) avoidance/avoidance conflict.
C) approach/avoidance conflict.
D) none of the above.

Question 32

Self-denying is considered:

A) a social skill.
B) a personal negotiating style.
C) a psychological barrier.
D) a negotiation option.

Question 33

An individual's approach to conflict depends on:

A) whether the individual is too afraid to seek compensation.
B) the individual's personality, cultural background and communication skills.
C) avoidance of conflict because they are trying to 'save face'.
D) assertiveness, empathy and active listening.

Question 34

Outline the interest-based bargaining approach to negotiation and explain why it is functional in practical negotiation.

Question 35

What kind of power does a person hold if they are admired?

A) Coercive power.
B) Referent power.
C) Expert power.
D) Legitimate power.

Question 36

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

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

Question 37

The negotiation option chosen is usually NOT influenced by which of the following?

A) The context of the negotiation.
B) An individual's decision.
C) Negotiation skills.
D) Each party's range of personal communication.

Question 38

Conflict resolution can be seen as:

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 39

What is another term that can be given to the win-win approach to conflict?

A) Flight response.
B) Fight response.
C) Flow response.
D) Formal response.

Question 40

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

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 41

The benefits of conflict management are the opportunity to clarify issues, generate new ideas and get feelings out in the open.

Question 42

Ling Mei is arguing with her peer over what is expected from them when performing a role. What type of conflict would you associate with Ling Mei's situation?

A) vertical conflict.
B) staff-line conflict.
C) role conflict.
D) all of the above.

Question 43

What does'Moore's pizza' relate to?

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 44

Explain how power can be appropriately used and how it can be abused in the negotiation process.

Question 45

Discuss personal negotiation styles and the way they impact on negotiation, using relevant examples from the textbook.

Question 46

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.

Question 47

Which of the following hinders group performance and results in negative outcomes for the individual, group or organisation?

A) Hierarchical conflict
B) Dysfunctional conflict
C) Optimal conflict
D) Functional conflict

Question 48

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

Question 49

Assessing a conflict as positive or negative determines whether it is functional or dysfunctional in the long run.

Question 50

The way conflict is handled will have an impact on the outcome and whether future conflict arises in the workplace.

Question 51

Dissatisfaction in negotiation may lead to conflict in the future.

Question 52

The fight response means both parties may be open to conflict resolution.

Question 53

Negotiation styles have an impact on the goal.

Question 54

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

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 55

Acknowledgement of power and deference to it is based on people's perception of power.

Question 56

The purpose of negotiating is to resolve differences, solve problems and reach an agreement.

Question 57

Discuss the differences among personal negotiating styles. Which strategy do you think is more effective, and why?

Question 58

Horizontal conflict occurs between different hierarchical levels.

Question 59

Psychological barriers often arise in negotiation.

Question 60

Submissive behaviour can promote conflict.

Question 61

What is the purpose of effective reframing?

A) Restate a position.
B) Change the other party's point of view.
C) Ensure both parties have a common understanding of underlying causes.
D) Reduce the emotional level of the other party.

Question 62

Why is reframing effective in managing conflict?

Question 63

With regard to conflict, most authors cited in Chapter 4

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 64

Framing is the way in which a party describes, explains or defines a conflict.

Question 65

According to Schermerhorn (2008), conflict occurs in organisations in four major patterns. Identify these four patterns and compare and contrast them.

Question 66

Which of the following best represents mediation?

A) Mediation is useful when we need to focus on the issues.
B) Mediation is a third-party intervention.
C) Mediation is a guided process.
D) All of the above.

Question 67

Staying alert to levels of conflict can help prevent a crisis from occurring.

Question 68

In newer and flatter workplaces, where horizontal teams are used, conflict is less likely to happen.

Question 69

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

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 70

Probing questions are used to promote conflict.

Question 71

In a situation of conflict, it is impossible to find common ground to remove any of the differences.

Question 72

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

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.

Question 73

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?

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 74

Misunderstanding is not a level of conflict.

Question 75

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

Question 76

Which of the following could be reasons for conflict at work?

A) Excessively long hours.
B) Emotional bullying.
C) Colleagues who don't listen.
D) All of the above.

Question 77

The method of active listening in conflict is to:

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 78

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

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 79

Explain why 'I' statements are crucial for engaging in difficult one-on-one conversations.

Question 80

Which of the following BEST represents assertive behaviour?

A) Rachelle ensures that her colleague, Maya, is not aware of her real feelings as they discuss a confrontation on a project.
B) At work, Louisa focuses on winning at all costs.
C) During a team meeting, Ethan clearly communicates his beliefs, respecting the views of his colleagues.
D) Franco emphasises his own interests above those of his colleagues.