Deck 5: Negotiation and Conflict Management

Question 1

Negotiators engaged in interest-based bargaining

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 1

D

Question 2

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

A)principled bargainers
B)effective bargainers
C)positional bargainers
D)effective negotiators

Answer 2

C

Question 3

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 3

D

Question 4

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 5

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 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

Well-handled conflict can

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

Question 8

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 9

According to Kilmann and Thomas 1975,the five conflict styles are 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 own interests and\or for interests of others

Question 10

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 11

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 12

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

Question 13

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 14

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)Avoidance\Approach\Avoidance

Question 15

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 16

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 17

A win-win approach in negotiation

A)focuses on the necessity to win
B)negotiates a situation on its merits
C)may leave one of the parties dissatisfied
D)requires arbitration to successfully conclude the negotiations

Question 18

The three key behaviours used in response to conflict are

A)respond,avoid and react
B)flight,fight and flow
C)fright,fight and flow
D)avoid,approach and resolve

Question 19

The negotiation option chosen is NOT usually influenced by

A)the context of the negotiation
B)an individual's decision
C)negotiation skills
D)each party's range of personal communication

Question 20

The aim of negotiation is to

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

Question 21

Someone who holds power because they are admired has

A)coercive power
B)referent power
C)expert power
D)legitimate power

Question 22

Counterproductive activities when trying to address conflict can include

A)blame
B)gunnysacking
C)belt-tightening
D)all of the above

Question 23

Reasons for conflict at work could include

A)excessively long hours
B)emotional bullying
C)colleagues who don't listen
D)all of the above

Question 24

'Self-denying' is considered

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

Question 25

'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 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

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 28

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 29

Donohue and Kolt's 1999 "Four R Method" refers to

A)read,review,rearrange,recite
B)a technique for moving from feeling to thinking
C)recollection,reconstruction,review,retort
D)a technique for allocating responsibility in conflict situations

Question 30

'Moore's pizza' relates 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 31

Another term for the win-win approach to conflict is

A)flight response
B)fight response
C)flow response
D)formal response

Question 32

The purpose of effective reframing is to

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 33

How do organisations get the job done by using power appropriately?

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 34

Recognition of the type of personal styles used in negotiation helps in

A)identifying and adopting the style of the other party
B)separating the real message from the way it is delivered
C)creating stylish and engaging communication
D)achieving the intended goals expeditiously

Question 35

Psychological barriers during negotiations

A)are many,can belong to either party and may arise at any time
B)have to be ruthlessly addressed to avoid derailing the negotiations
C)will probably arise but the likelihood is dependent on the maturity level of the parties to the negotiation
D)arise out of personal insecurities and may require mediation to resolve

Question 36

A person arguing with their peer over what is expected when performing a role is engaged in

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

Question 37

With regard to conflict,most authors cited in Chapter 5

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 38

When adopting a functional approach to conflict we

A)focus on the future rather than the past
B)use the conquest method
C)fight and then flow
D)approach then retreat

Question 39

Assertive behaviour

A)ensures that the other party is not aware of your real feelings
B)focuses on winning at all costs
C)acknowledges the needs of both parties
D)emphasises the primacy of one's own interests

Question 40

Individuals are generally not ready for problem solving when in crisis because they

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

Question 41

Not all five styles of conflict are needed

Question 42

Misunderstanding is not a level of conflict.

Question 43

BATNA stands for the 'Best Alternative To a Negative Agreement' whilst WATNA stands for the 'Worst Alternative To a Negative Agreement'.

Question 44

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

Question 45

Dissatisfaction in negotiation may lead to conflict in the future.

Question 46

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

Question 47

Psychological barriers seldom arise in negotiation.

Question 48

Relationships and issues are not mixed together in negotiations.

Question 49

Negotiation styles have an impact on the goal.

Question 50

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

Question 51

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

Question 52

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

Question 53

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

Question 54

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

Question 55

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

Question 56

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

Question 57

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

Question 58

Mediation is

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

Question 59

In any negotiation,individuals are dealing only with issues.

Question 60

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

Question 61

Discuss the role of mediation in resolving deep-rooted conflict,using examples.

Question 62

Acknowledgement of power and deference to it is based on people's knowledge and skills of negotiation.

Question 63

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

Question 64

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

Question 65

Mediation primarily takes place in institutionalised settings.

Question 66

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

Question 67

Probing questions are used to promote conflict.

Question 68

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

Question 69

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

Question 70

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 71

Submissive behaviour avoids conflict.

Question 72

The success of mediation depends on the commitment of the parties involved to resolve the conflict.

Question 73

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

Question 74

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

Question 75

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

Question 76

A mediator is responsible for creating the conditions for dialogue between conflicting parties.

Question 77

Discuss the ways in which conflict can be positive.

Question 78

Why is reframing effective in managing conflict?

Question 79

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