Deck 10: Handling Conflict

Question 1

Differentiation occurs in the later stages of conflict.

Answer 1

False

Question 2

Procedural conflict refers to differences between individuals with regard to the approach they wish to take in attempting to reach a goal.

Answer 2

True

Question 3

Conflict involves interdependent individuals with perceived incompatible differences.

Answer 3

True

Question 4

Face saving can make conflicts less threatening.

Question 5

Fisher and Ury contend that tradition is not an objective criteria in conflict negotiation.

Question 6

The content dimension of communication refers to the participants' perceptions of their connection to one another.

Question 7

Interpersonal conflict refers to the discord that occurs within an individual.

Question 8

A personality clash is another way of describing substantive conflict.

Question 9

When we say conflict is a struggle, we mean it:

A) Involves opposition
B) Should be avoided
C) Is interactive
D) Is stressful
E) None of the above

Question 10

To identify interests behind a position, it is useful to look at the basic concerns that motivate people.

Question 11

When a leader says to a follower in a frustrated tone of voice, "You never seem to do what I tell you to do," this illustrates:

A) A conflict regarding values
B) A personality clash
C) Separating people from the problem
D) Using objective criteria
E) Relationship dimension of messages

Question 12

Relational conflicts are usually overt.

Question 13

Asking "How much influence do I want in this relationship?" is a reflection of which aspect of conflict?

A) Perceived struggle
B) Incompatible differences
C) Hurt feelings
D) Interdependence
E) Esteem needs

Question 14

The most preferred style of conflict is compromise.

Question 15

Interests represent our stand or perspective on a particular issue.

Question 16

A disagreement about choosing how to divide sales territories is a procedural conflict.

Question 17

"Conflict is a(n) ____________________ between two or more interdependent individuals over perceived ______________________ in beliefs, values, and goals, or over differences in desires for control, status, and connectedness." Wilmot and Hocker (2011)

A) interactive process, obstacles
B) felt struggle, incompatible differences
C) inevitable disruption, stress
D) uncomfortable outcome, opposition
E) arousal of negative feelings, challenges

Question 18

Emotions associated with conflict include loneliness and sadness.

Question 19

Professional standards are an example of an objective criterion in principled negotiation.

Question 20

The competition style of conflict is seldom useful.

Question 21

Discuss at least four objective criteria that can be used to settle different interests.

Question 22

Which of the following is an example of a relational conflict?

A) Esteem issue
B) Control issue
C) Belief issue
D) A and B only
E) All of the above

Question 23

In a conflict that has significant potential downsides, this style of conflict may be most useful:

A) Avoidance
B) Competition
C) Accommodation
D) Compromise
E) Collaboration

Question 24

When our needs for closeness are not satisfied in our relationships, we feel frustrated and experience feelings of conflict. This is related to:

A) issues of control
B) issues of personality
C) issues of beliefs
D) issues of esteem
E) issues of affiliation

Question 25

Fisher and Ury discussed "separating the people from the problem" while handling conflict. What did they mean by that? Give a specific example.

Question 26

How would you solve a conflict using the fractionation technique?

Question 27

What is not one of the conflict styles identified by Kilmann and Thomas?

A) Accommodating
B) Competing
C) Complying
D) Avoiding
E) Collaborating

Question 28

How would you distinguish between issues and positions in a conflict? Give a specific example.

Question 29

Which researchers are associated with the method of principled negotiation?

A) French and Raven
B) Kouzes and Posner
C) Kilmann and Thomas
D) Fisher and Ury
E) None of the above

Question 30

While conflict can be , it is not , nor is it .

A) healthy, bad, comfortable
B) uncomfortable, unhealthy, bad
C) comfortable, good, unhealthy
D) good, uncomfortable, healthy
E) bad, healthy, uncomfortable

Question 31

Accommodating leaders are:

A) Assertive about pursuing their own goals and assisting others
B) Not assertive about pursuing their own interests or assisting others
C) Attentive to the needs of others at the expense of their own needs
D) Attentive to the needs of others as well as their own needs
E) A and C only

Question 32

How are relationship issues bound to content issues in a conflict? Give a specific example.

Question 33

Which of the following is not true of conflict?

A) Conflict often produces positive change
B) Conflict is not unhealthy or bad
C) Conflict is similar to synergy
D) Conflict over control issues is common.
E) Conflict is expressed in patterned styles of behavior

Question 34

Briefly define the five conflict styles identified by Kilmann and Thomas. For each style, give an example of when it would be the preferred style for managing the conflict.

Question 35

If an employee and his boss disagree on the amount of salary increase the employee is to receive, both the employee and the boss might consider the raises of employees with similar positions and work records. Which Fisher and Ury principle explains this?

A) Invent options for mutual gains
B) Focus on positions, not interests
C) Clarify the problem
D) Insist on using objective criteria
E) Differentiate between personalities

Question 36

Choose one of Kilmann and Thomas's five conflict styles. Describe a situation in which the style would not be effective, and then a situation in which it would be the preferred style. For each scenario, explain the reasons for the style's (in)effectiveness.

Question 37

Explain what it means to "manage" conflict.

Question 38

When we talk about managing conflict, we mean:

A) Avoiding conflict
B) Eliminating change
C) Creating interdependence
D) Producing positive change
E) None of the above

Question 39

Differentiation is a useful approach to resolving conflict because it:

A) Establishes a precedent for how the issue should be resolved
B) Separates the people from the problem
C) Breaks down conflict into smaller pieces
D) Downplays the differences that can cause people to lose face
E) Helps both parties realize how they differ on the issues

Question 40

When we say that conflict contains an affective element, we mean conflict is:

A) about differences in goals
B) an objective process
C) an emotional process
D) a struggle
E) a personality clash