Question 1

___ during a dialogue means that everyone must be willing to say what is really on their minds about the subject.

Accepted Answer

A)  Advocating 
B)  Responsibility 
C)  Disclosure 
D)  Inquiry

Question 2

___ during a robust dialogue means asking questions to deepen one's understanding about what something means.

Accepted Answer

A)  Advocating 
B)  Responsibility 
C)  Disclosure 
D)  Inquiry

Question 3

Claudia is a manager at an architectural firm. She just gave an important project to a new employee, Justin. An experienced employee, Ayman, is mad that she didn't give him the assignment. She did this because Ayman had previously complained about extra work. What should Claudia have done differently?

Accepted Answer

A)  discussed Ayman's complaints before she gave out the new assignment 
B)  given the assignment to Ayman 
C)  ignored Ayman's complaints, just as she had done 
D)  none of these

Question 4

How can you measure your success of delivering bad news?

Accepted Answer

A)  by how much you compromise 
B)  by the other person's understanding 
C)  by how much the other person thinks the decision can be reversed 
D)  by how long the conversation lasts

Question 5

What is the difference between robust dialogue and typical group decision making?

Accepted Answer

The answer of What is the difference between robust dialogue...

Question 6

When you anticipate you will be engaging in a difficult conversation, the first thing you should do is prepare your argument.

Accepted Answer

A) True 
 B)False

Question 7

Explain the two routes a conversation can take when there is a lack of understanding or disagreement.

Accepted Answer

The answer of Explain the two routes a conversation can...

Question 8

A dialogue's focus is on ____.

Accepted Answer

A)  discussion 
B)  debate 
C)  argument rather than inquiry 
D)  inquiry rather than argument

Question 9

The next best option is called ____.

Accepted Answer

A)  negotiation standard (NS) 
B)  the alternative (
A)  
C)  the best alternative to a negotiated agreement (BANT
A)  
D)  the 2nd level negotiation (2NDLN)

Question 10

____ refers to interpersonal incompatibility that creates tension and personal animosity among people.

Accepted Answer

A)  Task conflict 
B)  Relationship conflict 
C)  Conflict 
D)  Assertive conflict

Question 11

Let's say you are negotiating for a new car. You do not know the dealer personally and will probably never talk to him again after the sale. What approach to the negotiation should you have?

Accepted Answer

A)  BANTA 
B)  consider the relationship you have with the dealer 
C)  compromise with the dealer 
D)  fight hard for the deal you want because the financial outcome is most important

Question 12

Malik is frustrated because his new shift supervisor, Hannah, has ignored his requests and scheduled him to work on Tuesday evening when he has a biology class. When he tries to discuss it with Hannah, she barks at him, "I don't care about your classes. I need someone to work that night, and you're it!" Hannah's style could best be described as:

Accepted Answer

A)  Dominating 
B)  Avoiding 
C)  Bargaining 
D)  Accommodating

Question 13

It is always better to concentrate on you and the other party's ____.

Accepted Answer

A)  stated position 
B)  mutual benefit 
C)  underlying interests 
D)  time management

Question 14

Explain the five interpersonal conflict handling styles with regards to cooperativeness and assertiveness. Give a situation where each one should be used.

Accepted Answer

The answer of Explain the five interpersonal conflict handling styles...

Question 15

____ refers to disagreements among people about the goals to be achieved or the tasks to be performed.

Accepted Answer

A)  Task conflict 
B)  Relationship conflict 
C)  Conflict 
D)  Assertive conflict

Question 16

When negotiating you should look for standards that may apply. For example, when buying a car you should look at the Kelly Blue Book.

Accepted Answer

A) True 
 B)False

Question 17

Indeed, during meetings people may express ____ so they fit in and gain approval.

Accepted Answer

A)  the opposite of their true opinion 
B)  their true opinion 
C)  little opinion 
D)  frustration

Question 18

____ explains the inability of groups to manage differences and achieve genuine agreement.

Accepted Answer

A)  The NECX Paradox 
B)  The Abilene Paradox 
C)  Pandora's box 
D)  The Disagreement Problem

Question 19

What is the number one way to achieve a successful negotiation?

Accepted Answer

A)  planning 
B)  being nice 
C)  being forceful 
D)  setting your initial price high

Question 20

If you're having a difficult conversation, when is it possible to come to a solution?

Accepted Answer

A)  when both parties know what the other party wants 
B)  when there is empathy 
C)  when both people have spoken 
D)  when you have asked the key questions

Exam 11: Handling Difficult Conversations, Conflict, and Negotiation