Question 1

Research study results suggest (1) Asian cultures prefer accommodating and forcing more than Western cultures, (2) Americans prefer avoiding more than Asian cultures, and (3) compromise is the most preferred style across cultures. Which statements are correct?

Accepted Answer

A)  All three statements are correct. 
B)  Only statements 1 and 2 are correct. 
C)  Only statements 2 and 3 are correct. 
D)  Only statements 1 and 3 are correct. 
E)  Only statement 3 is correct.

Question 2

Describe an example (real or fictional) of forcing as a conflict management approach. Diagnose whether the use of forcing was appropriate to the situation and, if not, what approach would have been preferable.

Accepted Answer

The answer of Describe an example (real or fictional) of...

Question 3

Which statement is true about conflict stemming from uncertainty about the work environment due to rapid, repeated change?

Accepted Answer

A)  This is the most difficult type of conflict to resolve because of the nature of change. 
B)  This is intense and increases as the change becomes routine. 
C)  This is intense and dissipates quickly as the change becomes routine. 
D)  This is not intense and most find the experience very mellow.

Question 4

Once you, the responder, understand the initiator's complaint, what should you do?

Accepted Answer

A)  Ask for time to consider your options 
B)  Recommend some solutions 
C)  Ask for recommended solutions from the initiator 
D)  Seek a mediator to work through the solutions

Question 5

What would conflicts between people in the production and sales departments likely be based on?

Accepted Answer

A)  Personal differences 
B)  Informational deficiency 
C)  Role incompatibility 
D)  Environmental stress 
E)  Personality-defect theory

Question 6

Explain the four types of interpersonal conflicts and provide an appropriate workplace example for each.

Accepted Answer

The answer of Explain the four types of interpersonal conflicts...

Question 7

What is the focus of compromising, forcing, accommodating, and avoiding approaches to conflict management?

Accepted Answer

A)  Dividing up a "fixed pie" 
B)  "Expanding the pie" 
C)  A qualifying approach, somewhere between assertiveness and cooperativeness 
D)  The Theory Y approach to management

Question 8

Maria is from Mexico and Elaine is from Canada; they are customer service representatives. At least twice weekly, they get into an argument over how to handle a customer complaint. The most likely source of their conflict is personal differences.

Accepted Answer

A) True 
 B)False

Question 9

Your company is downsizing. If you advocate a plan to lay off employees equally from each department (10 percent from marketing, 10 percent from production, etc.), which response to conflict are you using?

Accepted Answer

A)  Forcing 
B)  Accommodating 
C)  Avoiding 
D)  Compromising 
E)  Collaborating

Question 10

Downsizing encourages which type of interpersonal conflict?

Accepted Answer

A)  Personal differences 
B)  Information deficiency 
C)  Role incompatibility 
D)  Environmental stress 
E)  Personality-defect theory

Question 11

Once you, as the initiator, have successfully identified the problem, what should you do?

Accepted Answer

A)  Ask for time to consider your options 
B)  Recommend some solutions that are most beneficial to you 
C)  Focus on common values and interests as the basis for requesting change 
D)  Seek a mediator to work through the solutions

Question 12

Which of the following is part of a general framework for collaborative problem solving?

Accepted Answer

A)  Separate the people from the problem 
B)  Assign responsibility for the problem to the person who caused it 
C)  Focus on positions, not interests 
D)  Frame the problem in terms of potential losses if it's not solved

Question 13

In most cases, who is expected to set the tone for the meeting?

Accepted Answer

A)  Initiator 
B)  Responder 
C)  None of the above

Question 14

You recently hired individuals from China, Japan, and Korea to your office. What type of interpersonal conflict would be most likely?

Accepted Answer

A)  Personal differences 
B)  Informational deficiency 
C)  Role incompatibility 
D)  Environmental stress 
E)  There would be no conflict, as all the new hires are Asian.

Question 15

What does research suggest about conflict?

Accepted Answer

A)  Conflict in the group causes the group's performance to improve and group members feel comfortable with it. 
B)  Conflict in the group causes the group's performance to decline and group members feel uncomfortable with it. 
C)  Conflict in the group causes the group's performance to improve and group members feel uncomfortable with it.

Question 16

In discussing a problem with someone, what is the first step?

Accepted Answer

A)  Be sure your feelings are not known to the person who caused the problem in the first place 
B)  Acknowledge accountability for your feelings 
C)  Encourage two-way discussion 
D)  Persist until understood

Question 17

Diversity in the workplace could result in interpersonal conflict based on role incompatibility.

Accepted Answer

A) True 
 B)False

Question 18

After presenting the problem, the initiator should (1) not make accusations, (2) draw inferences about the responder's motivations, and (3) not attribute the undesirable behaviors to the respondent's personal inadequacies. Which statements are correct?

Accepted Answer

A)  All three statements are correct. 
B)  Only statements 1 and 2 are correct. 
C)  Only statements 1 and 3 are correct. 
D)  Only statements 2 and 3 are correct. 
E)  Only statement 2 is correct.

Question 19

In trying to determine a course of action, it becomes apparent that part of the team had used data supplied by the VP of Finance whereas others on the team had their data supplied from the VP of Marketing. What was a likely source for this conflict?

Accepted Answer

A)  Personal differences 
B)  Informational deficiency 
C)  Role incompatibility 
D)  Environmental stress

Question 20

When the conflict stems from information deficiency, the conflict is easy to resolve because of the intervention of a third party.

Accepted Answer

A) True 
 B)False

Exam 7: Negotiating and Resolving Conflict

Research study results suggest (1) Asian cultures prefer accommodating and forcing more than Western cultures, (2) Americans prefer avoiding more than Asian cultures, and (3) compromise is the most preferred style across cultures. Which statements are correct?

Describe an example (real or fictional) of forcing as a conflict management approach. Diagnose whether the use of forcing was appropriate to the situation and, if not, what approach would have been preferable.

Which statement is true about conflict stemming from uncertainty about the work environment due to rapid, repeated change?

Once you, the responder, understand the initiator's complaint, what should you do?

What would conflicts between people in the production and sales departments likely be based on?

Explain the four types of interpersonal conflicts and provide an appropriate workplace example for each.

What is the focus of compromising, forcing, accommodating, and avoiding approaches to conflict management?

Maria is from Mexico and Elaine is from Canada; they are customer service representatives. At least twice weekly, they get into an argument over how to handle a customer complaint. The most likely source of their conflict is personal differences.

Your company is downsizing. If you advocate a plan to lay off employees equally from each department (10 percent from marketing, 10 percent from production, etc.) , which response to conflict are you using?

Downsizing encourages which type of interpersonal conflict?

Once you, as the initiator, have successfully identified the problem, what should you do?

Which of the following is part of a general framework for collaborative problem solving?

In most cases, who is expected to set the tone for the meeting?

You recently hired individuals from China, Japan, and Korea to your office. What type of interpersonal conflict would be most likely?

What does research suggest about conflict?

In discussing a problem with someone, what is the first step?

Diversity in the workplace could result in interpersonal conflict based on role incompatibility.

After presenting the problem, the initiator should (1) not make accusations, (2) draw inferences about the responder's motivations, and (3) not attribute the undesirable behaviors to the respondent's personal inadequacies. Which statements are correct?

In trying to determine a course of action, it becomes apparent that part of the team had used data supplied by the VP of Finance whereas others on the team had their data supplied from the VP of Marketing. What was a likely source for this conflict?

When the conflict stems from information deficiency, the conflict is easy to resolve because of the intervention of a third party.