Deck 11: Handling Difficult Conversations, Conflict, and Negotiation

Question 1

Which of the following forces work against positive relationships in organizations?

A) busyness
B) distractions
C) the rush to get things done
D) all of these

Answer 1

D

Question 2

Indeed, during meetings people may express ____ so they fit in and gain approval.

A) the opposite of their true opinion
B) their true opinion
C) little opinion
D) frustration

Answer 2

A

Question 3

When negotiating you should look for standards that may apply. For example, when buying a car you should look at the Kelly Blue Book.

Answer 3

True

Question 4

Bargaining is appropriate when an issue is trivial, when there is no chance of winning, or when a delay to gather more information is needed.

Question 5

When a negotiator is inexperienced or feels intimidated by the other side, he or she tends to over-compromise.

Question 6

___ during a dialogue means that everyone must be willing to say what is really on their minds about the subject.

A) Advocating
B) Responsibility
C) Disclosure
D) Inquiry

Question 7

As a manager, which of the following should you do when engaging people in dialogue?

A) have people sit in a circle so they can be face-to-face
B) begin discussing the purpose of the dialogue
C) give each person a chance to speak without interruption
D) all of these

Question 8

A conversation that is in disagreement can go one of two ways: debate/discussion or dialogue.

Question 9

The opening story talks about Bill Gates and Steve Ballmer at Microsoft. Their success depended on ____.

A) their intellect
B) the creativity of the upper level managers
C) their time management
D) the quality of communication among managers at the middle and upper levels

Question 10

Effective managers learn to surface rather than avoid or suppress personal differences.

Question 11

When you anticipate you will be engaging in a difficult conversation, the first thing you should do is prepare your argument.

Question 12

When delivering bad news, you should follow the ILETS model by listening first and speaking second.

Question 13

How do viewpoints look when robust dialogue is being used?

A) viewpoints lead in a straight line towards a decision
B) viewpoints wildly diverge then converge toward a decision
C) viewpoints circulate around to a decision
D) viewpoints converge then diverge

Question 14

The manager only has the responsibility of disclosure when he engages people in a dialogue.

Question 15

____ explains the inability of groups to manage differences and achieve genuine agreement.

A) The NECX Paradox
B) The Abilene Paradox
C) Pandora's box
D) The Disagreement Problem

Question 16

The ILETS model stands for: Introduce the topic, Listen to the other person, Empathize, Talk, Solve the Problem.

Question 17

Travis is a manager at an aircraft engine repair company. There is a problem with one of the repairs that requires input from many team members. How should Travis solve the problem?

A) make the decision on his own
B) discuss with just 1 or 2 team members
C) email all the team members
D) call a meeting that involves robust dialogue

Question 18

Conflict refers to antagonistic interaction in which one party, in order to achieve its goals, will prevent or block the intentions or goals of another.

Question 19

Maxine, the shift supervisor, was upset that her team had finished 10 fewer assemblies than they were expected to finish during their shift. But before taking any action, she decided to first use inquiry, which meant she:

A) explored assumptions
B) listened deeply
C) listened without defensiveness
D) all of these

Question 20

___ during a robust dialogue means asking questions to deepen one's understanding about what something means.

A) Advocating
B) Responsibility
C) Disclosure
D) Inquiry

Question 21

How can you measure your success of delivering bad news?

A) by how much you compromise
B) by the other person's understanding
C) by how much the other person thinks the decision can be reversed
D) by how long the conversation lasts

Question 22

When leading a crucial conversation, you can use a step-by-step technique called the ___ model.

A) ILATS
B) WEEZ
C) ILETS
D) MODELO

Question 23

Which of the following is an example of a difficult conversation?

A) giving the boss comments about his behavior
B) discussing how an employee will complete a challenging assignment
C) discussing the game when you and your coworker root for different teams
D) all of these

Question 24

____ refers to antagonistic interaction in which one party, in order to achieve its goals, will prevent or block the intentions or goals of another.

A) Team cohesiveness
B) Disagreement
C) Conflict
D) Anger

Question 25

What is a good time and place to hold a conversation that you know will be difficult?

A) in your office when there is plenty of time
B) a neutral location when there is plenty of time
C) anytime or place is fine
D) at dinner when time is short

Question 26

The example in the book about the Zen master and tea proves what point?

A) that you need to get into the right frame of mind
B) a person listening to you is like a tea cup, they can't accept anymore ideas until they "empty their cup"
C) the Zen master likes tea
D) a person listening is like a tea cup that is half full: he can either be optimistic (half full) or pessimistic (half empty)

Question 27

Another way of thinking about the "L" in the ILETS model would be:

A) introducing the topic
B) hearing what the other person is trying to say
C) feeling sympathy and understanding for the other person
D) sharing your opinions

Question 28

Beth's performance has not been as good as it used to be lately, and her boss, Tamara, has made an appointment to discuss the situation with her. Prior to the appointment, Tamara writes down some examples, gathers some information, plans what to say, and calms herself with a few minutes of meditation. Why is Tamara doing these steps to prepare for this meeting?

A) It will put Tamara in the right frame of mind.
B) It guarantees that Beth will truly hear what Tamara is saying.
C) It will enable Tamara to use the ILETS model.
D) It will prevent Beth from getting upset during the meeting.

Question 29

A dialogue's focus is on ____.

A) discussion
B) debate
C) argument rather than inquiry
D) inquiry rather than argument

Question 30

If you're having a difficult conversation, when is it possible to come to a solution?

A) when both parties know what the other party wants
B) when there is empathy
C) when both people have spoken
D) when you have asked the key questions

Question 31

A difficult conversation can be defined as a discussion between two or more people where ___.

A) outcomes are important
B) viewpoints differ
C) emotions run high
D) all of these

Question 32

If you don't prepare for a difficult conversation, you ___.

A) lose sleep
B) could end up with a combat mentality
C) could have free sharing of thoughts
D) all of these

Question 33

___ requires that participants suspend their attachment to a particular point of view so that a deeper level of listening, synthesis, and meaning can emerge from the group.

A) Debate
B) Dialogue
C) Inquiry
D) Disclosure

Question 34

Which of the following is a conversation killer?

A) speaking your opinion as truth
B) acting like you're right and the other person is wrong
C) saying "it's your fault"
D) all of these

Question 35

The most important step of a difficult conversation is ___.

A) getting in the right frame of mind
B) using the ILETS model
C) seeking first to understand
D) for each person to truly hear the other

Question 36

Which of the following are included in the preparation phase of handing difficult conversations?

A) get in the right frame of mind
B) think learning, not combat
C) seek first to understand
D) all of these

Question 37

Veejay wanted to understand why so many people on his staff were running behind schedule when he felt they had sufficient time and resources to complete their projects. He called them together and asked them to explain what was happening, and then he deliberately stated conflicting opinions to push the team to discuss these varying viewpoints. Veejay was attempting to use _________ to fully understand the situation.

A) debate
B) dialogue
C) inquiry
D) disclosure

Question 38

___ means being able to put yourself in other's shoes, sense their emotions, and understand their perspective.

A) Talk
B) Professional intimacy
C) Empathize
D) Understand

Question 39

Claudia is a manager at an architectural firm. She just gave an important project to a new employee, Justin. An experienced employee, Ayman, is mad that she didn't give him the assignment. She did this because Ayman had previously complained about extra work. What should Claudia have done differently?

A) discussed Ayman's complaints before she gave out the new assignment
B) given the assignment to Ayman
C) ignored Ayman's complaints, just as she had done
D) none of these

Question 40

Suppose you have some bad news you have to deliver to your friend. After you empathize with him, you should ____.

A) listen
B) solve the problem
C) share a personal experience
D) all of these

Question 41

It is generally best to ___ when it is time to consider offers.

A) make the first offer
B) make mutual offers
C) make a high initial offer
D) let the other party go first

Question 42

The ___ style of handling interpersonal conflict can be described by the following attitude: "I tell others my ideas, seek out their ideas, and search for a mutually beneficial solution"

A) dominating
B) collaborating
C) avoiding
D) accommodating

Question 43

Malik is frustrated because his new shift supervisor, Hannah, has ignored his requests and scheduled him to work on Tuesday evening when he has a biology class. When he tries to discuss it with Hannah, she barks at him, "I don't care about your classes. I need someone to work that night, and you're it!" Hannah's style could best be described as:

A) Dominating
B) Avoiding
C) Bargaining
D) Accommodating

Question 44

Which approach is the preferred style of negotiation?

A) integrative
B) distributive
C) BANTA
D) win-lose

Question 45

What negotiation approach is described by the following situation: Sean has some extra cash and he wants to buy a new car. Sarah is desperate for cash so she puts her car up for sale, and Sean exploits this to get a great price.

A) integrative
B) distributive
C) BANTA
D) win-lose

Question 46

What is the number one way to achieve a successful negotiation?

A) planning
B) being nice
C) being forceful
D) setting your initial price high

Question 47

The next best option is called ____.

A) negotiation standard (NS)
B) the alternative (A)
C) the best alternative to a negotiated agreement (BANTA)
D) the 2nd level negotiation (2NDLN)

Question 48

When negotiating, what is the first thing you need to decide?

A) how much time you want to invest
B) what is most important to you
C) how much effort you want to invest
D) what is the minimum you will accept

Question 49

When a negotiator is inexperienced or feels intimidated by the other side, he tends to ____.

A) over-compromise
B) under-compromise
C) be quiet
D) be forceful

Question 50

____ refers to interpersonal incompatibility that creates tension and personal animosity among people.

A) Task conflict
B) Relationship conflict
C) Conflict
D) Assertive conflict

Question 51

The design team shares an open office in which all of their workstations are arranged around a central conference table in one big room. Because they are the creative talent in the company, many of the designers bring in toys, games, posters, and other items to inspire creativity. They work long hours, so there is often a lot of food, such as boxes of donuts and pizza, lying around. Most of the team members love their work environment, but Kerri hates what she calls the "disgusting mess." This is an example of which type of conflict?

A) Task conflict
B) Relationship conflict
C) Workplace conflict
D) Assertive conflict

Question 52

___ is a formal process of discussion used to reach an agreement between parties in conflict.

A) Resolution
B) Collaboration
C) Negotiation
D) Accommodation

Question 53

How can you learn more about your opponent's position?

A) asking questions
B) being quiet
C) both ask questions and be quiet
D) being forceful

Question 54

You have been offered a new job you really want, and you are now negotiating your compensation package. You believe the hiring manager is being honest when she says she simply cannot pay the full salary that you've asked for. So instead, you ask if she'd be willing to give you three extra paid vacation days if you agree to the lower salary she has offered. What approach are you taking?

A) integrative
B) distributive
C) BANTA
D) win-lose

Question 55

When people get angry or upset during a negotiation, they ____.

A) typically get over it quickly
B) ask more questions
C) become more quiet
D) are more arrogant

Question 56

When the ___ approach is used, one party gets something he wants and the other party gives up something he has.

A) integrative
B) distributive
C) BANTA
D) win-lose

Question 57

It is always better to concentrate on you and the other party's ____.

A) stated position
B) mutual benefit
C) underlying interests
D) time management

Question 58

____ refers to disagreements among people about the goals to be achieved or the tasks to be performed.

A) Task conflict
B) Relationship conflict
C) Conflict
D) Assertive conflict

Question 59

In a negotiation, you should focus on ____.

A) why the other side wants what it wants
B) the price the other side wants
C) the amount to other side wants
D) the characteristics the other side wants

Question 60

Let's say you are negotiating for a new car. You do not know the dealer personally and will probably never talk to him again after the sale. What approach to the negotiation should you have?

A) BANTA
B) consider the relationship you have with the dealer
C) compromise with the dealer
D) fight hard for the deal you want because the financial outcome is most important

Question 61

Explain the two routes a conversation can take when there is a lack of understanding or disagreement.

Question 62

Why are skills for team dialogue and difficult conversations among individuals so important for managers?

Question 63

What is the difference between robust dialogue and typical group decision making?

Question 64

Explain the five interpersonal conflict handling styles with regards to cooperativeness and assertiveness. Give a situation where each one should be used.

Question 65

Explain the five steps of the ILETS model for conducting difficult conversations and why they're each important.

Question 66

If you own a company and there is a conflict among a few top managers, how should you deal with this?

Question 67

When having a negotiation, what is the key step and why?