Deck 14: Managing Conflict and Change

Question 1

A supervisor had a conflict with her manager due to the misunderstanding of a situation.As what type of conflict can this be best categorized?

A) Interpersonal conflict
B) Strategic conflict
C) Structural conflict
D) Intrapersonal conflict

Answer 1

A
Explanation: This conflict can be best categorized as an interpersonal conflict. Supervisors may be involved in interpersonal conflicts with their manager, an employee, a peer, or even a customer. Interpersonal conflicts may arise from differing opinions, misunderstandings of a situation, or differences in values or beliefs.

Question 2

AdvancedTech Industries is a manufacturing company that is structured in a way that its employees have dual managers improving their performance and efficiency.Salma,an employee at AdvancedTech,develops a conflict because she is a shared resource and needs to report to an experienced functional manager as well as a relatively new project manager.As which type of conflict can this be best categorized?

A) Structural conflict
B) Personal conflict
C) Strategic conflict
D) Interpersonal conflict

Answer 2

A
Explanation: This conflict can be best categorized as a structural conflict. Some of the most unpleasant structural conflict occurs when an employee works as a shared resource reporting to two different managers. Some organizations are structured so that employees report to a functional manager and a project manager.

Question 3

Which of the following is the most common reason for structural conflict?

A) Difficulty in balancing one's roles at work and at home
B) Variety in employees' values and opinions
C) Various groups in an organization share resources
D) Using competition to motivate employees to do exceptional work

Answer 3

C
Explanation: Structural conflict often arises when various groups in the organization share resources, such as the services of a word-processing or maintenance department. Each group wants its jobs handled first, but the support department obviously cannot help everyone first.

Question 4

_____ conflicts often arise when production and marketing departments are at odds; marketing wants to give customers whatever they ask for,and production wants to make what it can easily and well.

A) Positive
B) Intrapersonal
C) Strategic
D) Structural

Question 5

The struggle that results from incompatible or opposing needs,feelings,thoughts,or demands within a person or between two or more people is the most accurate definition of:

A) competition.
B) conflict.
C) frustration.
D) crusade.

Question 6

Which of the following terms best describes the quality in people who strive to meet goals and improve themselves?

A) Self-actualization
B) Self-regulation
C) Self-awareness
D) Self-motivation

Question 7

Which of the following terms best describes the ability to control emotions and maintain integrity?

A) Self-motivation
B) Self-awareness
C) Self-regulation
D) Self-actualization

Question 8

Which of the following situations is most likely to result in a structural conflict?

A) When a supervisor has trouble selecting a choice between two mixed possibilities
B) When a supervisor's manager ignores the chain of command and gives directions to the supervisor's employees
C) When an organization's management intentionally brings about a conflict to achieve an objective
D) When a conflict arises between a supervisor and a peer from differing opinions

Question 9

_____ conflicts often arise when each of the two different groups in an organization wants its jobs handled first,but the support department obviously cannot help everyone first.

A) Positive
B) Interpersonal
C) Strategic
D) Structural

Question 10

Which of the following will the loser experience when conflict is viewed as a win-lose proposition?

A) Frustration
B) Exhilaration
C) Satisfaction
D) Procrastination

Question 11

Dean,supervisor at NeonColors Inc.,has a conflict with his colleague Nathan because they could not agree on the design of a product.As what type of conflict can this be best categorized?

A) Interpersonal conflict
B) Intrapersonal conflict
C) Structural conflict
D) Strategic conflict

Question 12

Identify the correct statement regarding structural conflict.

A) Its primary intent is to use competition to motivate employees to do exceptional work.
B) If some employees involved in a structural conflict report to another supervisor, managing the conflict requires the cooperation of only one employee's supervisors.
C) Knowing that a conflict is structural frees a supervisor from taking the issue personally and alerts him or her to situations that require extra diplomacy.
D) Because supervisors do not establish an organization's structure, they are not needed to be able to recognize the sources of structural conflict.

Question 13

Which of the following terms best describes the quality of recognizing one's emotions and how they affect others?

A) Self-discipline
B) Self-regulation
C) Self-motivation
D) Self-awareness

Question 14

Anne had a conflict with Zarifa,a customer,because of differences in their religious values and beliefs.As what type of conflict can this be best categorized?

A) Intrapersonal conflict
B) Interpersonal conflict
C) Structural conflict
D) Strategic conflict

Question 15

Conflict between individuals is called:

A) structural conflict.
B) interpersonal conflict.
C) organizational conflict.
D) intrapersonal conflict.

Question 16

Which of the following terms best describes a person who is empathetic,has concern for others,and understands how people operate in groups?

A) Self-motivated
B) Self-regulated
C) Socially aware
D) Skillful leader

Question 17

_____ can be best described as the ability to manage emotions and interpersonal relationships.

A) Emotional intelligence
B) Emotional maturity
C) Emotional contagion
D) Emotional perception

Question 18

Conflicts that arise from the way a company is organized are termed:

A) interpersonal conflicts.
B) structural conflicts.
C) grievance conflicts.
D) compromise conflicts.

Question 19

A conflict that arises when a person has trouble selecting from among goals can be best categorized as a(n)_____ conflict.

A) strategic
B) structural
C) interpersonal
D) intrapersonal

Question 20

Conflict arising within an individual is termed as:

A) interpersonal conflict.
B) structural conflict.
C) strategic conflict.
D) intrapersonal conflict.

Question 21

_____ can be best defined as settling on a solution that gives each person part of what he or she wants; no one gets everything,and no one loses completely.

A) Strategic avoidance
B) Consolidation
C) Compromise
D) Resolution

Question 22

Which of these strategies makes most sense if one assumes that all conflict is bad?

A) Avoidance
B) Compromise
C) Forcing a solution
D) Resolving

Question 23

Which of the following is a feature of compromising as a strategy for conflict management?

A) It is the best way to solve a conflict without experiencing any frustration.
B) It works when people who choose to compromise would rather force someone to accept a completely disagreeable choice.
C) It is the best way to solve the underlying problem of a conflict.
D) It works best when the problem is relatively minor and time is limited.

Question 24

Burgerz Corp.decided to hold a contest between franchises to determine who could prepare certain items on the menu the fastest.Each franchise would select a team to represent it and the winners would receive an all-expenses-paid trip to Disney World.Which type of conflict can this contest be best categorized as?

A) Structural conflict
B) Interpersonal conflict
C) Positive conflict
D) Strategic conflict

Question 25

Two supervisors of an organization present conflicting proposals for allocating space among their departments.A committee of higher-level managers selects one proposal,allowing no room for discussion.Of which type of strategy for conflict management is this an example?

A) Avoiding
B) Forcing a solution
C) Compromising
D) Confronting the problem and resolving it

Question 26

Natalie,the supervisor of a 24-hour pharmacy,schedules the work shifts of her employees.Recently,two of her senior employees had a conflict because each of them wanted both Friday and Saturday nights off.Natalie gave one employee Friday nights off and the other employee Saturday nights off.Which of the following strategies did Natalie use to manage the conflict?

A) Avoiding
B) Smoothing
C) Compromise
D) Grievance redressal

Question 27

Which of the following strategies for conflict management assumes that many conflicts are win-win conflicts?

A) Forcing
B) Avoiding
C) Compromising
D) Resolving

Question 28

When initiating conflict resolution,the first step is to:

A) listen to the solution.
B) attempt to place blame.
C) understand the conflict.
D) restate the problem.

Question 29

Conflict management can be best defined as:

A) responding to problems stemming from conflict.
B) resolving only strategic conflicts within an organization.
C) managing one's relationships with family members.
D) responding solely to an organization's cultural and diversity issues.

Question 30

Which of these is a feature of forcing a solution as a strategy for conflict management?

A) It is the best way to solve a conflict without experiencing any frustration.
B) It rarely works during emergencies because it tends to be time-consuming.
C) It requires a supervisor to listen to both sides and attempt to understand rather than to place blame.
D) It can be implemented when a team leader makes the overall decision and lets the group work out the details.

Question 31

In an organization with self-managed work teams,one of the teams decides that instead of reaching a consensus on some issue,it will simply vote on what to do.The majority then makes the decision.Of which type of strategy for conflict management is this an example?

A) Confronting the problem and resolving it
B) Avoiding
C) Compromising
D) Forcing a solution

Question 32

Which of these is a feature of resolving as a strategy for conflict management?

A) It is an approach that avoids frustration because it can leave both parties better off.
B) It may be the best approach in an emergency because it is a relatively fast way to manage conflicts.
C) It requires listening to both sides and attempting to place blame.
D) It leads to the assumption that the parties to the conflict have a win-lose conflict.

Question 33

Managing a conflict by confronting the problem and solving it is known as:

A) compromise.
B) forcing.
C) conflict resolution.
D) conflict consolidation.

Question 34

A(n)_____ conflict can be best defined as a conflict that an organization's management or an individual sometimes intentionally brings about to achieve an objective.

A) intrapersonal
B) interpersonal
C) structural
D) strategic

Question 35

The most direct and sometimes the most difficult way to manage conflict is to:

A) settle on a solution that gives each person part of what he or she wants.
B) confront the problem and solve it.
C) force a solution.
D) avoid it.

Question 36

In cultures where people place a higher value on harmony than on "telling it like it is," which of the following strategies are they most likely to implement for managing conflict?

A) Forcing
B) Avoidance
C) Confrontation
D) Resolution

Question 37

Which of the following is true of avoidance as a strategy for conflict management?

A) Avoidance strategies are most useful for conflicts that are not serious.
B) Avoidance strategies are most useful for conflicts for which a solution would be less difficult than the problem justifies.
C) Avoiding conflicts generally makes them go away.
D) Avoiding conflicts makes opposing points of view less significant.

Question 38

A conflict that arises between two employees when their manager informs that they are both are in the running for a retiring supervisor's job can be best categorized as a(n)_____ conflict.

A) strategic
B) interpersonal
C) structural
D) intrapersonal

Question 39

When initiating a conflict resolution,which of the following is the next step that should be taken immediately after a person states the problem?

A) Listening to how the other person responds
B) Restating the problem again
C) Explaining the person's point of view
D) Finding a solution together

Question 40

When initiating conflict resolution,the supervisor should:

A) act as soon as he or she is aware of the problem.
B) ignore it at first because it may go away.
C) get emotionally involved to gain a better understanding of the problem.
D) focus on the personalities of those involved.

Question 41

Pick the approximate years of birth for the Silent Generation.

A) 1901-1924
B) 1925-1942
C) 1943-1960
D) 1960-1981

Question 42

A change in _____ can be best categorized as an external source of change.

A) employee performance
B) an organization' management
C) the formation of labor union
D) local government laws

Question 43

As what is the generation born approximately between the years 1960 and 1981 known?

A) Silent Generation
B) Baby Boomers
C) Generation X
D) Generation Y

Question 44

Which of the following reactions should be avoided by a supervisor when an employee says,"You always give me the dirty assignments"?

A) Letting the employee vent those feelings and then getting down to discussing the problem
B) Trying to interpret the problem in the terms the supervisor would use to express the problem
C) Showing his or her power and authority by being angry and defensive
D) Finding out what specific actions the employee is referring to

Question 45

As what are the Americans born between the early 1980s and early 2000s known?

A) Greatest Generation
B) Baby Boomers
C) Generation X
D) Generation Y

Question 46

Which of the following is a requisite for a change agent?

A) Expertise in the area affected
B) Coercive power
C) Self-actualization
D) Referent power

Question 47

Which generation was born and grew up in a time of significant socioeconomic and political change,and now largely comprises the leadership positions of most organizations?

A) Generation X
B) Baby Boomers
C) Greatest Generation
D) Silent Generation

Question 48

Which of the following statements is true about conflict between work and family demands?

A) Employees try to balance work and family instead of choosing one over the other.
B) Many companies realize that there is labor supply shortage and have begun to adopt family-friendly policies and values.
C) The majority of organizations demand 30 hours per week or less to maintain a high-powered career.
D) Work always takes precedence over family demands.

Question 49

Since change is a fact of organizational life,supervisors:

A) must decide whether organizations should change.
B) should tactfully refer all the problems to higher-level managers.
C) must decide how to make the changes work.
D) should not be change agents since only top management makes changes.

Question 50

When responding to a conflict,which of the following best defines a hidden agenda?

A) A confidential list of steps that need to be taken soon
B) A central concern that is left unstated
C) A method of smoothing
D) A situation where a person's feelings are confidentially disclosed

Question 51

Identify the correct statement regarding conflict mediation by a supervisor.

A) Having all participants suggest as many solutions as they can usually leads to chaos and delay.
B) Combining or modifying ideas usually leads to complications and thus should be avoided.
C) The supervisor should have all the parties state individually what they want to accomplish or what will satisfy them.
D) It is considered wise to focus on the present rather than on the future when mediating a conflict.

Question 52

Which of the following is true when mediating a conflict?

A) Asking each person to explain what the problem is should be avoided because it leads to delay and chaos.
B) It is considered wise not to encourage employees to select a solution.
C) The supervisor should refrain from restating each person's position in his or her own words.
D) The supervisor should summarize what has been discussed and agreed on.

Question 53

As what is the generation of the Millennials also known?

A) Generation A
B) Generation X
C) Generation Y
D) Generation Z

Question 54

What should be done when the parties to a conflict are a supervisor's employees?

A) The supervisor should refer the peers to a higher-level manager.
B) The supervisor should ask the most senior employee to mediate the conflict.
C) The supervisor should refer his or her employees to another supervisor.
D) The supervisor should do his or her duty by mediating the conflict.

Question 55

When a person initiates a conflict resolution with another person,which of the following is the next step that should be taken immediately after the two people work together to find a solution?

A) Implement the solution
B) Restate the problem
C) Understand the conflict
D) Restate the solution

Question 56

When responding to a conflict where the other person is emotional,one should:

A) explain the constructive ways of using emotions.
B) first let that person vent those feelings.
C) concentrate on the problem at hand and not let that person be emotional.
D) use avoidance or smoothing as a way to manage the conflict.

Question 57

What should be done when the parties to a conflict are peers of a supervisor?

A) The supervisor should refer the peers to another supervisor.
B) The supervisor should do his or her duty by mediating the conflict.
C) The supervisor should refer the peers to a higher-level manager.
D) The supervisor should ask one of the peers to mediate the conflict.

Question 58

Which of the following is a factor that can affect the success of a change by primarily focusing on the fact that any changes should make the organization more effective in delivering high quality?

A) The kind of change to be made
B) Determination of what to change
C) Evaluation of change
D) The change agent

Question 59

Which generation followed the Silent Generation?

A) Baby Boomers
B) Generation X
C) Generation Y
D) Greatest Generation

Question 60

Which generation preceded the Silent Generation?

A) Generation X
B) Generation Y
C) Greatest Generation
D) Baby Boomers

Question 61

Robert is a project engineer who possesses great problem-solving abilities and knowledge of the software system used by his company.He is considered his group's informal leader because of his:

A) position power.
B) political power.
C) personal power.
D) connection power.

Question 62

The head of a company's research and development team is a scientist who is well regarded in the field.Researchers are expected to ask for and rely on this supervisor's advice because he has _____.

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

Question 63

_____ can be best defined as the power that arises from a person's knowledge or skills.

A) Information power
B) Specialization power
C) Expert power
D) Referent power

Question 64

Power that arises from an individual's formal role in an organization is termed:

A) position power.
B) personal power.
C) physical power.
D) referent power.

Question 65

What is a characteristic of reward power?

A) It may be in the form of a raise but not recognition.
B) Supervisors are often limited in this regard.
C) This type of power may get results in the short run, but employees come to resent it in the long run.
D) A person with reward power is often called "charismatic."

Question 66

Lewin's model of change defines unfreezing as people:

A) reverting to old practices.
B) recognizing a need for change.
C) trying to behave differently.
D) making the new behavior permanent.

Question 67

A supervisor who says,"Be on time tomorrow,or you're fired!" is using _____ power.

A) coercive
B) legitimate
C) connection
D) expert

Question 68

_____ can be best defined as intentional acts of influence to enhance or protect the self-interest of individuals or groups.

A) Role conflicts
B) Strategic conflicts
C) Hidden agendas
D) Organizational politics

Question 69

Legitimate power:

A) arises from fear related to the use of force.
B) arises from a person's knowledge or skills.
C) comes from the emotions a person inspires.
D) comes from the position a person holds.

Question 70

_____ can be best defined as the power that arises from fear related to the use of force.

A) Coercive power
B) Expert power
C) Authoritarian power
D) Connection power

Question 71

Pick the statement that is true regarding implementation of change according to Lewin's model of change.

A) In any given situation, a supervisor has the complete authority to make a change and to implement it.
B) Employees must see the status quo as less than ideal before a change can occur.
C) Behaviors, by their nature, are more resistant to change than values.
D) A supervisor's duty does not encompass creating conditions in which changes are likely to last.

Question 72

This generation experienced comparatively less change than some prior generations.There are significant differences in how people in these different generations view the world and interpret information.Which generation is this?

A) Baby Boomers
B) Greatest Generation
C) Generation X
D) Generation Y

Question 73

To propose a change effectively,a supervisor should begin by:

A) analyzing it.
B) cautiously recommending it.
C) convincing top management.
D) writing a proposal.

Question 74

James works as a supervisor at FastLoops Co.He transferred his most hardworking night-shift worker,Mary,to the day shift,which she had been wanting for a long time.Which type of power did James use to reinforce hard work?

A) Connection power
B) Supervisory power
C) Reward power
D) Referent power

Question 75

The ability to influence people to behave in a certain way is called:

A) conflict resolution.
B) power.
C) nepotism.
D) unethical leadership.

Question 76

According to Lewin's model of change,refreezing involves people who:

A) recognize a need for change.
B) make a new behavior part of their routine.
C) relearn old habits.
D) resist change.

Question 77

While talking about their supervisors,a group of employees at GreenWire Corp.agreed that one of the supervisors,Samuel,has a winning personality.They found out that they like working for him and often did more than what they were asked to do because they wanted Samuel to like them.From the given information,we can infer that Samuel has _____ power.

A) position
B) expert
C) referent
D) reward

Question 78

The power that enables supervisors to delegate tasks to employees is termed _____ power.

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

Question 79

If a supervisor has control over scheduling a change,he or she should:

A) build on failures so that the employees will learn from them.
B) make sure that the deadlines are reasonable.
C) have employees undergo training before they are told about the new change.
D) focus on enforcing change without worrying about the implications.

Question 80

Which of the following is a guideline that supervisors may use in implementing change?

A) Keep reasons for change confidential
B) Reassure employees by hiding bad news
C) Roll out the change gradually
D) Implement change without employee involvement