Deck 13: Managing Conflict and Negotiating Effectively

Question 1

When negotiating an issue, the first thing a person should do is establish and agree on the process by which negotiations will proceed.

Answer 1

False

Question 2

In Change Competency: Relationships between two parties in a negotiation, such as those between GM and the UAW, are often long term and interdependent.

Answer 2

True

Question 3

Nathan knows his manager wants him to personally call each of the customers who didn't receive their shipment but Nathan feels this is a job for the customer service department. This is an example of role conflict.

Answer 3

True

Question 4

Shari thinks that the marketing department should be responsible for the logistics of setting up at the trade show but Nevel thinks it should be the sales staff. This is an example of ____ conflict.

A) process
B) role
C) relationship
D) intrasender

Question 5

Kent disagrees with Tara - he doesn't think the warehouse can supply 600 pounds of asphalt by Wednesday. Kent and Tara are experiencing

A) relativism.
B) conflict.
C) dynamism.
D) avoidance.

Question 6

In Teams Competency: IBM created the Market Growth Workshop to resolve conflicts between employees and customers.

Question 7

If the sales staff doesn't make any sales, then the manufacturing department doesn't need to make any products and without any products, the sales staff can't make sales. This demonstrates task interdependency.

Question 8

In Across Cultures Competency: German businesspeople usually focus on the personal side of business relationships when negotiating a deal.

Question 9

In Learning from Experience: Cathy McBroom considered the assault she endured by federal judge Samuel Kent a

A) technical error.
B) mistake.
C) responsibility.
D) crime.

Question 10

Robert has a quiet personality and dislikes Tiandra because she always presumes her methods work best and doesn't listen to his ideas. What type of conflict does this represent?

A) role
B) task
C) process
D) relationship

Question 11

A process conflict occurs when there is a disagreement about the content of the work.

Question 12

In Self Competency: John Taylor was using the avoiding style of conflict management when he transferred an employee to another department without first confronting him about his poor quality of work.

Question 13

Being outgoing and friendly, seeking common ground despite cultural differences, and being open minded are all ways to create social empathy.

Question 14

What type of conflict focuses on interpersonal issues and arises from personality differences?

A) task
B) role
C) relationship
D) process

Question 15

Principled negotiations refer to the prescribed ways in which the parties should negotiate to resolve a dispute.

Question 16

Conflict is the process in which one party perceives that its interests are being opposed or negatively affected by another party.

Question 17

Uncertainty and a lack of clarity surrounding expectations about a single role is called intragroup conflict.

Question 18

Beth is willing to give in to others if they are willing to meet her partway. She uses a compromising style to handle conflict.

Question 19

In Learning from Experience: After Cathy McBroom was assaulted by federal judge, Samuel Kent, she felt comfortable filing an immediate complaint against the judge.

Question 20

Bill prefers to stay away from conflict and typically ignores disagreements. He uses a collaborative style to handle conflict.

Question 21

Kate's family runs a restaurant. After her father passed away last year, she and her siblings argued about whether they should close the business or select one family member to take over as manager. She and her siblings are experiencing _____ conflict.

A) intergroup
B) ambiguity
C) intragroup
D) perception

Question 22

Charles wants at least 40% of the budget to go toward marketing the new product, but Patricia thinks this is too much because it won't leave any room in the budget for testing. What is the source of their intergroup conflict?

A) task interdependency
B) role ambiguity
C) perceived differentiation
D) perceived limited resources

Question 23

Lisa knows her boss expects her to finish the report before she goes home but her daughter needs to get picked up from soccer practice and she is also having a party for her best friend's birthday tonight. Her boss, her daughter, and her friend are members of her

A) focal person.
B) role ambiguity.
C) role set.
D) cross-team.

Question 24

Marissa told the human resource director that she was willing to take a reduced pay increase if she was granted an additional week of paid vacation. What conflict-handling style is Marissa using?

A) avoiding
B) compromising
C) collaborating
D) forcing

Question 25

The _____ style of conflict management refers to behaviors at an intermediate level of cooperation and assertiveness.

A) collaborating
B) avoiding
C) forcing
D) compromising

Question 26

One way a leader can manage conflict levels is by instilling a sense of ____ within a team.

A) privacy
B) modesty
C) trust
D) ambiguity

Question 27

There is disagreement among the staff in Bryan's department about the best way to purchase parts for the installation. As the manager, Bryan decides to step in and make the final decision and doesn't bother to listen to the concerns of the staff. Bryan is using the ____ style of conflict management.

A) forcing
B) avoiding
C) collaborating
D) compromising

Question 28

In Teams Competency: By explicitly making the resolution of complex conflicts part of the job descriptions for managing directors and global relationship partners, IBM has reduced

A) ambiguity.
B) transparency.
C) efficiency.
D) empathy.

Question 29

Conflict between individuals is called _____ conflict.

A) interpersonal
B) intragroup
C) intergroup
D) intrapersonal

Question 30

As the financial officer, Brett is expected to submit monthly auditing reports to the board of directors. This task is an example of a

A) product.
B) role.
C) negotiation.
D) conflict.

Question 31

_____ conflicts focus on substantive issues and involve disagreements about content of work.

A) Relationship
B) Role
C) Task
D) Process

Question 32

_____ conflict occurs when different messages and pressures from a single member of the role set are incompatible.

A) Interrole
B) Intrasender
C) Person-role
D) Intersender

Question 33

Devin isn't sure if his manager wants him to close an account when the customer is delinquent or call the customer and try to work out the imbalance. He feels frustrated that his boss doesn't give him clear guidance. What is Devin experiencing?

A) role ambiguity
B) perceived differentiation
C) task interdependency
D) role reversal

Question 34

Task _____ refers to the interrelationships required between two or more groups to achieve their goals.

A) role
B) interdependency
C) ambiguity
D) conflict

Question 35

Which style of conflict management is based on a win-lose approach?

A) avoiding
B) accommodating
C) forcing
D) compromising

Question 36

The collaborating style of conflict management is based on a ____ solution.

A) win-win
B) win-lose
C) lose-lose
D) lose-win

Question 37

Breanna and Alan disagree about how to decrease the budget. They are involved in a ____ conflict.

A) process
B) relationship
C) role
D) intrasender

Question 38

Which type of conflict has been found to actually have a positive effect on team performance because it can stimulate critical thinking?

A) process
B) task
C) relationship
D) role

Question 39

Brendan doesn't know what to do. He wants to go out with his coworkers and celebrate the new customer acquisition but his boss also expects him to call the sales staff and provide them with the latest sales forecasts. This is an example of _____ conflict.

A) intrasender
B) intersender
C) person-role
D) interrole

Question 40

When Jason disagrees with his coworkers about how to handle a problem, he presents his ideas and also actively seeks out their opinions so they can come to a mutually beneficial solution. Jason relies on the _____ style to solve the problem.

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

Question 41

What occurs during the second stage of the negotiation process?

A) negotiating the substantive agreement
B) implementing the agreement
C) assessing the situation
D) establishing and agreeing on the process

Question 42

Representatives of OPEC nations set oil prices for the cartel, but before they work out an agreement with each other, they must consult with and obtain agreement from leaders of the respective nations. This demonstrates _____ negotiations.

A) interpersonal
B) standardization
C) globalization
D) intraorganizational

Question 43

Rather than speak up about her concerns and upset the team, Kelli decides to agree with their decision so the program can move forward. Many of her coworkers feel that Kelli is weak because she fails to contribute her ideas. This is an example of the ____ style.

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

Question 44

In Change Competency: The collapse of the auto market in 2008 and 2009 forced GM and UAW members to the bargaining table. What is the best way to describe these negotiations?

A) It took many months to come to an agreement because neither side was willing to negotiate.
B) UAW and GM are still in negotiations, more than ten years later.
C) Agreement was reached that favored GM but ignored the needs of the UAW.
D) Agreement was reached without the lengthy battles observed in previous negotiations.

Question 45

Manuel explained to his staff that in accordance with federal law, the company was unable to freely give stock to vested employees and negotiations for this were not valid. Which aspect of principled negotiations is Manuel relying on?

A) insist on using objective criteria
B) separate the people from the problem
C) invent options for mutual gains
D) focus on interests, not position

Question 46

_____ negotiations involve joint problem solving to achieve results that provide benefits to both parties.

A) Attitudinal
B) Principled
C) Integrative
D) Distributive

Question 47

The negotiator's dilemma occurs when

A) both parties in negotiation fail to achieve their stated goals.
B) a third party arbitrator is assigned to represent one side of the negotiation.
C) a negotiator favors self-serving outcomes that minimize mutual gain.
D) negotiations are based on opinions and not facts.

Question 48

The union leaders told the corporate executives that if the new contract wasn't in place by Monday, the laborers would be forced to strike. The union is using a(n) _____ negotiations strategy.

A) distributive
B) principled
C) integrative
D) attitudinal

Question 49

Kellen is frustrated because the union won't listen to the reasons the company can't increase pay and Miranda is frustrated because the company won't listen to the reasons the union workers deserve a pay increase. It is suggested that a third party try to solve the dispute through

A) mediation.
B) affiliation.
C) accommodation.
D) privatization.

Question 50

The process in which two or more interdependent individuals, who believe they both have common and conflicting goals, state and discuss ideas for possible agreement is called

A) personification.
B) accommodation.
C) assimilation.
D) negotiation.

Question 51

Jamal wanted to be proactive at the start of the negotiations and suggested to the people in the room, "Let's all try to be nice to one another and still achieve what we both want." His idea is an example of

A) distributive negotiations.
B) the bottom line.
C) attitudinal restructuring.
D) the avoiding style.

Question 52

While neither side in the negotiations between the furniture manufacturer and the lumber supplier felt the final result was equally acceptable, the final solution was advantageous to both sides. What type of negotiations strategy took place?

A) attitudinal
B) integrative
C) distributive
D) comparative

Question 53

When a third party is called in to help two (or more) other parties resolve a conflict, it is known as

A) accommodation.
B) affiliation.
C) mediation.
D) privatization.

Question 54

Raul realized it was probably better for the human resource manager to handle the conflict regarding annual bonuses so he didn't address the situation with his employees during their reviews. What type of conflict management style is Raul using?

A) avoiding
B) accommodating
C) forcing
D) compromising

Question 55

Which style of conflict-handling is NOT used during the process of negotiation?

A) avoiding
B) compromise
C) collaboration
D) forcing

Question 56

Attitudinal structuring refers to the _____ that influence communication during negotiations.

A) time constraints
B) feelings and relationships
C) laws and regulations
D) subjective responses

Question 57

In Self Competency: James Hardcastle notes that every time he asked for feedback on a report, his manager would never say anything constructive and James never knew where he stood. What type of conflict management style did his manager use?

A) accommodating
B) avoiding
C) forcing
D) compromising

Question 58

The ____ style of conflict management encompasses unassertive and uncooperative behaviors.

A) compromising
B) forcing
C) avoiding
D) accommodating

Question 59

During negotiation, it is critical for both parties to establish BATNA which refers to the negotiator's

A) primary disagreement.
B) absolute bottom line.
C) secondary disagreement.
D) plan of attack.

Question 60

Individuals who rely on the ____ style of conflict management will try to reduce stress and tension by providing support and covering up any personal feelings about the situation.

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

Question 61

Demonstrate the four types of role conflict that may occur as a result of incompatible messages from the role set. Provide an example of each.

Question 62

What basic guideline of effective communication should be followed when negotiating across cultures?

A) Women and men communicate differently.
B) Be ready for different communication styles.
C) Communication is the same regardless of where you are.
D) Communication results from nature, not nurture.

Question 63

Which of the following is a key task for a mediator?

A) remove any and all tension
B) dreate an imbalance of power
C) ensure mutual motivation
D) prescribe to subjective dialogue

Question 64

In Across Cultures Competency: When making presentations to Italians, it is suggested that you are

A) technically-oriented.
B) direct and factual.
C) aware of your external image.
D) focused only on the business and not the social aspects.

Question 65

During negotiations with their foreign office, Henri was aware of the cultural differences that might affect the decision and tried to be open to new perspectives presented by the affiliate. Which component of emotional intelligence is Henri displaying?

A) self-motivation
B) self-awareness
C) social skill
D) social ethnocentrism

Question 66

Describe the characteristics and effects of the accommodating style of conflict management.

Question 67

Describe the components of emotional intelligence that should be considered during cross-cultural negotiations.

Question 68

Describe the relationship between task conflict and trust.

Question 69

Recall the four stages of negotiations. Assign a question that is appropriate to ask during each stage.

Question 70

Compare and contrast the compromising style of conflict management with the forcing style. Provide an example of each type of style.

Question 71

Identify the collaborating style of conflict management and describe the characteristics of a person using this style.

Question 72

Explain four sources of intergroup conflict. Provide an example of each.

Question 73

Kaarin is setting up an affiliate office in another country and is in negotiation with contractors in that country. She listens thoughtfully to their concerns, asks questions to make sure she understands their requests, and is willing to change to show respect for their requests. Which aspect of emotional intelligence is Kaarin displaying?

A) social empathy
B) self-motivation
C) self-awareness
D) social ethnocentrism

Question 74

Explain principles to use when trying to achieve successful integrative negotiations.

Question 75

Compare and contrast three types of conflict: relationship, task, and process. Provide a hypothetical example of each.