Deck 13: Conflict and Stress

Question 1

Which of the following statements concerning compromise is false?

A)Compromise involves each party giving up something with the expectation that it will receive something in exchange.
B)Compromise is especially useful for resolving conflicts that stem from power differences.
C)The goal of compromise is to establish rules of exchange to resolve conflict.
D)Effective compromises are highly dependent on the bargaining skills and the good will of the bargainers.
E)Compromise is especially useful for resolving conflicts that stem from scarce resources.

Answer 1

B

Question 2

By definition,which event occurs first?

A)Stress reaction
B)Stress
C)Stressor
D)Burnout
E)Anxiety

Answer 2

C

Question 3

Role overload is a potential example of

A)stress.
B)role ambiguity.
C)a stress reaction.
D)a stressor.
E)burnout.

Answer 3

D

Question 4

One way to stimulate conflict is to

A)make the parties independent of each other.
B)clarify ambiguous jurisdictions.
C)make resources scarce.
D)invoke a superordinate goal.
E)make lower status individuals dependent on those of higher status.

Question 5

Superordinate goals are

A)goals that have the highest priority in the organization.
B)goals that are used to stimulate conflict.
C)goals that are most likely to provoke dysfunctional organizational politics.
D)goals that can only be achieved by collaboration between conflicting parties.
E)goals that can only be achieved through distributive negotiation.

Question 6

Environmental events or conditions that have the potential to induce stress are called

A)stress reactions.
B)stressors.
C)anxiety episodes.
D)burnout.
E)defence mechanisms.

Question 7

Which of the following are integrative negotiation tactics?

A)Copious information exchange
B)Cutting costs
C)Increasing resources
D)Framing differences as opportunities
E)All of the above

Question 8

The three stages of a stress episode are,in order,

A)stress,stressor,and stress reactions.
B)frustration,stress,and conflict.
C)stress reactions,stressor,and stress.
D)stressor,stress,and stress reactions.
E)stress,anxiety,and conflict.

Question 9

Which stress reaction has the best potential to permanently terminate a stress episode?

A)Rationalization
B)Projection
C)Temporary withdrawal
D)Problem solving
E)Displacement

Question 10

Which of the following events is least likely to happen when conflict begins between two groups?

A)The parties begin to conceal information from each other.
B)On each side,conciliatory persons who are skilled at conflict resolution emerge as leaders.
C)Each group becomes more cohesive.
D)While the opposite party is negatively stereotyped,the image of one's own position is boosted.
E)Contact with the opposite party is discouraged.

Question 11

Compared with people who have Type B personalities,people with Type A personalities

A)exhibit more job dissatisfaction.
B)have a strong need to control their environment.
C)are less prone to coronary heart disease.
D)are more relaxed and easy going.
E)are less effective in situations requiring persistence,endurance,or speed.

Question 12

Burnout seems especially likely to occur to

A)people who make excessive use of defense mechanisms.
B)those with Type B personalities.
C)people who occupy organizational boundary roles.
D)those who experience excessive role ambiguity.
E)those who experience role overload.

Question 13

Jack has so much work to do that he doesn't even know where to begin.We can be sure that Jack

A)is experiencing role ambiguity.
B)is a boundary role occupant.
C)has a Type A personality.
D)is experiencing burnout.
E)is encountering role overload.

Question 14

In the labour dispute,a third party was assigned to decide on the wage rate the company would have to pay the union.In this case,we can be fairly certain that

A)a mediator was assigned because distributive negotiation failed.
B)a mediator was assigned because integrative negotiation failed.
C)an arbitrator was assigned because distributive negotiation failed.
D)an arbitrator was assigned because integrative negotiation failed.
E)the appointment of a mediator has been mandated by law.

Question 15

An individual's ________ often determines the extent to which a potential stressor becomes an actual stressor.

A)personality
B)frustration quotient
C)stress reaction
D)reaction formation
E)anxiety reduction factor

Question 16

Professionals are most likely to experience stress from job insecurity and change for which of the following reasons?

A)The boundary roles they occupy tend to be insecure positions.
B)They face the constant threat of automation.
C)They tend to be overqualified or too specialized to easily obtain jobs in related industries should social or economic forces change.
D)The great amount of authority they possess in the organization may make them the targets of much hostility.
E)Increasing pressures for corporate performance have led to the recruitment of many professionals in recent years.

Question 17

When the goals of one's job or the methods of performing it are unclear to an employee,________ exists.

A)role ambiguity
B)role overload
C)role conflict
D)a boundary role
E)job insecurity

Question 18

Which of the following is not a distributive negotiation tactic?

A)Threats
B)Concessions
C)Promises
D)Verbal persuasion
E)Cutting costs

Question 19

In order to stimulate conflict,a manager might

A)stop networking.
B)make resources scarcer.
C)assign a superordinate goal.
D)ignore controversy.
E)clarify goals.

Question 20

A superordinate goal is a goal that requires

A)conflict.
B)collaboration.
C)competition.
D)compromise.
E)accommodation.

Question 21

Which of the following statements about social support and stress is least accurate?

A)Social support improves physical and psychological well-being.
B)The family is the best source of social support for dealing with work stress.
C)Social support helps people cope with stress when it is encountered.
D)Social support refers to having close ties with other people.
E)Co-workers and superiors are good sources of support for dealing with work stress.

Question 22

Which aspect of the Type A behaviour pattern is most responsible for adverse physiological reactions that lead to heart disease?

A)Hostility
B)Impatience
C)Work involvement
D)Competitiveness
E)Persistence

Question 23

After Alex was fired from his job,he went home and ripped up his small tomato patch.His reaction to stress was one of

A)problem solving.
B)projection.
C)reaction formation.
D)displacement.
E)rationalization.

Question 24

Which of the following is not a core characteristic of burnout?

A)Low personal accomplishment
B)Severe memory loss
C)Depersonalization
D)Emotional exhaustion
E)Feeling fatigued and frustrated

Question 25

Which of the following statements concerning defence mechanisms is false?

A)Used occasionally to temporarily reduce anxiety,they appear to be a useful reaction.
B)When the use of defense mechanisms becomes a chronic reaction to stress,individuals may not be able to accurately assess the true reason for their anxiety.
C)Individuals who do not use defense mechanisms may be incapacitated by anxiety and resort to dysfunctional withdrawal or addiction.
D)Stress might increase with the knowledge that a defense mechanism has been ineffective.
E)Defence mechanisms actually confront the stressor directly.

Question 26

It was clear to everybody that the advertising campaign designed by Edwin had been a flop-sales had fallen rather than risen.Although under considerable stress and embarrassed,Edwin put up a false front,smiling and speaking positively about the campaign.What defense mechanism was he exhibiting?

A)Projection
B)Rationalization
C)Reaction formation
D)Displacement
E)Compensation

Question 27

Diana's first job was as an air traffic controller,a position she found very stressful.Realizing that this wasn't for her,she found another job as a management trainee and resigned from her air traffic controller position.Her reaction to stress was one of

A)problem solving.
B)rationalization.
C)time management.
D)displacement.
E)reaction formation.

Question 28

People who occupy boundary role positions in organizations are especially likely to experience stress because

A)they are inherently unable to deal with the causes of their anxiety.
B)their roles tend to be boring and unchallenging.
C)their roles as organizational members may be incompatible with the demands made by the public or other organizations.
D)they tend to work longer hours under poor physical conditions.
E)their roles lead to increased work-family conflict.

Question 29

Angela is a vice-president of public relations while Peter is a telephone installer.Both occupy

A)operative roles.
B)ambiguous roles.
C)professional roles.
D)boundary roles.
E)conflicting roles.

Question 30

Burnout is a form of stress particularly associated with

A)working in isolation from others.
B)Type A behaviour.
C)Type B behaviour.
D)poor job design.
E)boundary role occupancy.

Question 31

According to the text,which is the most likely order of burnout stages?

A)Low self-efficacy ->Cynicism
->Emotional exhaustion
B)Cynicism -> Low self-efficacy -> Emotional exhaustion
C)Cynicism -> Emotional exhaustion -> Low self-efficacy
D)Emotional exhaustion -> Cynicism -> Low self-efficacy
E)Emotional exhaustion -> Low self-efficacy -> Cynicism

Question 32

Clarise's self-esteem was threatened when she lost several court cases in her law practice.To make up for this stressful reality,she concentrated on becoming a competitive amateur sailing champion.Which defense does this illustrate?

A)Rationalization
B)Displacement
C)Compensation
D)Projection
E)Reaction formation

Question 33

Extreme hostility and cynicism are the physiologically risky components of

A)negative affectivity.
B)approach-avoidance conflict.
C)burnout.
D)Type A behaviour.
E)locus of control.

Question 34

Alexis,a writer,experienced much stress when she could not get her novel published.In response,she resolved to become a superior literature teacher.Which defense mechanism is at work here?

A)Projection
B)Compensation
C)Rationalization
D)Displacement
E)Reaction formation

Question 35

Tanya is a nurse who has been stealing medical supplies from the hospital where she works.To cope with the stress provoked by her guilt,she tells herself that "all the nurses steal supplies." In fact,they don't.Tanya is exhibiting

A)projection.
B)compensation.
C)rationalization
D)displacement.
E)reaction formation.

Question 36

Many studies of physiological reactions to stress have concentrated on

A)diabetes.
B)the cardiovascular system.
C)bacterial infections.
D)different types of cancer.
E)kidney disease.

Question 37

In the realm of job burnout,depersonalization means

A)taking an administrative job where one doesn't have to deal with clients.
B)treating clients like objects.
C)ignoring one's own needs for the sake of client welfare.
D)that the individual experiencing burnout lacks social support.
E)that the individual experiencing burnout feels like a machine instead of a person.

Question 38

The job demands-resources model is a model that specifies

A)how job demands and job resources cause burnout.
B)how job demands cause stress and job resources cause well-being.
C)how job demands cause burnout and job resources cause engagement.
D)how job demands and job resources cause engagement.
E)how job demands and job resources cause stress.

Question 39

The Type A behaviour pattern is a good example of how

A)people can cope effectively with stress.
B)personality is involved in stress.
C)job dissatisfaction and poor performance are caused by stress.
D)all humans respond very similarly to stressors.
E)strong defence mechanisms can reduce the physiological reactions to stress.

Question 40

In everyday language,role overload refers to

A)competing role demands.
B)too much work.
C)a boundary role.
D)lack of authority.
E)ambiguous role demands.

Question 41

The book suggests that conflict can promote organizational survival by

A)provoking change and adaptation.
B)removing poor performers.
C)creating a strong organizational culture.
D)signalling the organization's strength to outside parties.
E)creating stress which triggers individual defence mechanisms.

Question 42

Which of the following is targeted directly at the stressor itself?

A)Physiological reactions
B)Defence mechanisms
C)Social support
D)Problem solving
E)Work/life programs

Question 43

What is a process conflict?

A)Disagreements about the nature of work to be done.
B)Disagreements about how the organization should function.
C)Disagreements about how work should be organized and accomplished.
D)Disagreements about how conflict should be managed.
E)Disagreements about the relationships among group members.

Question 44

Introducing a superordinate goal is an example of

A)third party involvement.
B)distributive negotiation tactics.
C)integrative negotiation tactics.
D)mediation.
E)arbitration.

Question 45

Different approaches to managing conflict are a function of

A)aggressiveness and cooperativeness.
B)assertiveness and cooperativeness.
C)assertiveness and communication.
D)aggressiveness and communication.
E)assertiveness and aggressiveness.

Question 46

________ are the key factors that make a Type A individual more prone to heart disease than a Type B.

A)Job involvement and work overload
B)Repressed anger and hostility
C)Impatience and competitiveness
D)Time urgency and strict deadlines
E)Endurance and persistence

Question 47

Bob's boss criticizes him for turning in a report late.The stressed-out Bob responds "I'm not the only one.Everyone else around here turns in late reports too." This is probably an example of

A)projection.
B)displacement.
C)rationalization.
D)compensation.
E)reaction formation.

Question 48

Which of the following is a critical factor associated with intergroup bias?

A)Locus of control.
B)Negative affectivity
C)Type A behaviour
D)Type B behaviour
E)Self-esteem

Question 49

A conflict management style in which one cooperates with the other party,while not asserting one's own interests is called

A)avoiding.
B)accommodating.
C)competing.
D)compromise.
E)collaborating.

Question 50

What dimensions of work engagement position engagement as the opposite of burnout?

A)Vigour and absorption
B)Absorption and vigour
C)Absorption and dedication
D)Absorption,vigour,and dedication
E)Vigour and dedication

Question 51

One of the most commonly arbitrated disputes between employers and employees is

A)dismissal for theft.
B)dismissal for tardiness.
C)dismissal for conflict.
D)dismissal for excessive absenteeism.
E)dismissal for excessive lateness.

Question 52

In final offer arbitration,

A)the arbitrator can choose any outcome on his/her own,and it is final.
B)the arbitrator makes a final offer to each party,and they can accept or reject it.
C)each party makes a final offer,and the arbitrator chooses one of them.
D)each party decides on a final offer together,and then presents it to the arbitrator.
E)the arbitrator meets with each party and then makes a final offer.

Question 53

A conflict management style that combines intermediate levels of assertiveness and cooperation is called

A)avoiding.
B)accommodating.
C)competing.
D)compromise.
E)collaborating.

Question 54

In conventional arbitration,

A)each party makes a final offer.
B)the arbitrator can choose any outcome.
C)each party meets separately with the arbitrator to choose an outcome.
D)the arbitrator and parties choose an outcome together.
E)the parties choose the outcome together and then present it to the arbitrator.

Question 55

Which of the following best depicts the connection between conflict and survival?

A)Conflict -> Change -> Survival -> Adaptation
B)Conflict -> Change -> Adaptation -> Survival
C)Change -> Conflict -> Survival -> Adaptation
D)Change -> Conflict -> Adaptation -> Survival
E)Survival -> Conflict -> Change -> Adaptation

Question 56

After a few days on a new job,you find yourself arguing with members of your group over who has authority and responsibility and who should do what.What is this an example of?

A)A relationship conflict
B)A task conflict
C)Intergroup bias
D)A process conflict
E)Conflict dynamics

Question 57

Disagreements about the nature of the work to be done are called

A)relationship conflicts.
B)work conflicts.
C)process conflicts.
D)organization conflicts.
E)task conflicts.

Question 58

What seems to be a key factor associated with the occurrence of burnout?

A)Job insecurity
B)Poor job design
C)Dealing with distressed clients
D)Being overqualified educationally and stuck in a dead-end job
E)Role overload

Question 59

A conflict management style characterized by low assertiveness of one's own interests and low cooperation with the other party is called

A)avoiding.
B)accommodating.
C)competing.
D)compromise.
E)collaborating.

Question 60

A strategy of increasing conflict in order to motivate change is called

A)conflict situation.
B)conflict adaptation.
C)conflict management.
D)conflict stimulation.
E)conflict strategy.

Question 61

A conflict management style that maximizes both assertiveness and cooperation is called

A)avoiding.
B)accommodating.
C)competing.
D)compromise.
E)collaborating.

Question 62

Which of the following is an example of bullying?

A)Martin's co-workers are always teasing and criticising him.
B)One of Martin's co-workers stole his lunch and nobody would admit to it.
C)Martin's boss was upset about a mistake he made and called him an idiot.
D)Martin arrived at work one day to find that his tools were missing.
E)One of Martin's co-workers punched him in the face.

Question 63

According to a study conducted by the American Psychological Association,work was reported to be a potent source of stress,edging out ________ and ________.

A)health; finances
B)health; changing jobs
C)finances; changing jobs
D)finances; death of a loved one
E)health; relationships

Question 64

People high in negative affectivity are particularly likely to feel stressed in response to the demands of

A)work-family conflict.
B)poor physical working conditions.
C)poor job design.
D)a heavy workload.
E)interpersonal conflict.

Question 65

A conflict management style that maximizes assertiveness and minimizes cooperation is called

A)avoiding.
B)accommodating.
C)competing.
D)compromise.
E)collaborating.

Question 66

Which of the following are examples of hindrance stressors?

A)Heavy workload and responsibility
B)Heavy workload and role ambiguity
C)Heavy workload and interpersonal conflict
D)Role ambiguity and interpersonal conflict
E)Responsibility and interpersonal conflict

Question 67

There is growing evidence that providing more ________ in how service is delivered can alleviate stress and burnout.

A)resources
B)time
C)feedback
D)autonomy
E)support

Question 68

Wayne just started a new job for a company that distributes swimming pool hardware like brass drain filters,pumps,and flexible heating coils for pool heaters.The warehouse is filled with approximately 400 SKU's or individual products.Wayne has been told that he is responsible for being the final "approver" for all orders before they get loaded on to the truck and sent to the customer.At the same time,his supervisor has asked him to try to manage the labour costs in the warehouse for himself and the dozen or so of other employees in that area.In the middle of double checking a large and very complicated order,Wayne was asked to meet with the warehouse manager,as well as a handful of other managers from the company,to discuss customer service challenges.He is experiencing quite a bit of stress and he is worried it is going to get worse as the role ambiguity he is facing gets more confusing.The stressors Wayne is experiencing are coming from the intense ________.

A)job resources
B)work engagement
C)work ambivalence
D)job demands
E)physical working conditions

Question 69

All of the following are examples of job resources except ________.

A)compensation
B)career advancement opportunities
C)skill training
D)performance feedback
E)role ambiguity

Question 70

A repeated negative behaviour directed towards one or more individuals of lower power or status that creates a hostile work environment is known as

A)sexual harassment.
B)bullying.
C)violence
D)burnout.
E)a stressor.

Question 71

Which of the following are examples of challenge stressors?

A)Heavy workload and responsibility
B)Heavy workload and role ambiguity
C)Heavy workload and interpersonal conflict
D)Role ambiguity and interpersonal conflict
E)Responsibility and interpersonal conflict

Question 72

When Jerome asked Larry about his new job,he was surprised to learn that Larry's co-workers have been teasing him and sabotaging his tools and equipment.What is this an example of?

A)Sexual harassment
B)Interpersonal conflict
C)Relationship conflict
D)Bullying
E)Avoiding

Question 73

Integrative negotiation occurs on the axis between

A)avoiding and accommodating.
B)avoiding and competing.
C)avoiding and compromise.
D)avoiding and collaborating.
E)competition and accommodating.

Question 74

The textbook states that organizations should be striving to foster exactly the opposite of burnout,which is extreme ________.

A)loyalty
B)goal setting
C)engagement
D)laissez-faire
E)organizational citizenship behaviour

Question 75

Distributive negotiation occurs on the axis between

A)competition and collaboration.
B)competition and accommodation.
C)collaboration and accommodation.
D)competition and avoiding.
E)collaboration and compromise.

Question 76

When a group of individuals,usually direct co-workers,"gang up" on a particular employee,it is called

A)sexual harassment.
B)interpersonal conflict.
C)mobbing.
D)relationship conflict.
E)conflict stimulation.

Question 77

Which of the following is a manifestation of interpersonal conflict?

A)Work-family conflict
B)Role ambiguity
C)Sexual harassment
D)Bullying
E)Burnout

Question 78

An essential feature of bullying is

A)its persistence.
B)its harshness.
C)its hostility.
D)its harmfulness.
E)its demeaning nature.

Question 79

According to the job demands-resources model,the work environment can be described in terms of demands and resources.Which of the following examples would not qualify as job demands?

A)Work overload
B)Time pressure
C)Role ambiguity
D)Role conflict
E)Social relations

Question 80

Which of the following represents the relationship between the type of stressor and performance?

A)Hindrance and challenge stressors can damage and stimulate performance.
B)Hindrance and challenge stressors can damage but not stimulate performance.
C)Hindrance and challenge stressors can damage performance,but only challenge stressors can stimulate performance.
D)Hindrance and challenge stressors can damage performance,but only hindrance stressors can stimulate performance.
E)Hindrance stressors can damage performance,and challenge stressors stimulate performance.