Question 1

The avoidance or withdrawal strategy combines a low concern for production with a high concern for people.

Accepted Answer

A) True 
 B)False  False

Question 2

Which of the following choices is NOT a conflict-related axiom relevant to communication?

Accepted Answer

A)  Conflict develops due to perceived mutually exclusive goals.
B)  Conflict involves parties who may have different values or perceptions.
C)  Conflict terminates only when each side is satisfied that it has won or lost.
D)  All of these are axioms. D

Question 3

Conflict develops due to perceived mutually exclusive goals.

Accepted Answer

A) True 
 B)False  True

Question 4

Research reveals that problem-solving groups with high trust usually exchange relevant ideas and feelings more openly.

Accepted Answer

A) True 
 B)False

Question 5

Increasingly,U.S.companies are creating programs for internal conflict resolution.

Accepted Answer

A) True 
 B)False

Question 6

The problem-solving strategy is also known as the win-win approach to conflict management.

Accepted Answer

A) True 
 B)False

Question 7

In order to effectively implement the win-win approach,managers must believe that competition is better than cooperation.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following is a communication principle that should be used in applying a win-win conflict resolution strategy?

Accepted Answer

A)  use emotional rather than neutral terms
B)  make absolute statements
C)  ask closed-ended questions
D)  repeat key phrases for understanding

Question 9

Which of the following is the correct sequence of steps in the problem-solving process?

Accepted Answer

A)  analyze the problem,define the problem,brainstorm,develop criteria,find the best solution
B)  define the problem,analyze the problem,brainstorm,develop criteria,find the best solution
C)  define the problem,analyze the problem,develop criteria,brainstorm,find the best solution
D)  develop criteria,define the problem,brainstorm,analyze the problem,find the best solution

Question 10

Reminding managers of the organization's overall goals can alleviate interdepartmental conflict.

Accepted Answer

A) True 
 B)False

Question 11

Although likely to cause later conflicts,which conflict resolution strategy is the most commonly used by managers?

Accepted Answer

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

Question 12

Bargaining is the best conflict resolution strategy when ______.

Accepted Answer

A)  neither party believes he or she has the power to "force" the issue
B)  the parties have different goals
C)  status differences between the parties are strong
D)  both neither party believes he/she has the power to "force" the issue and the parties have different goals are correct choices

Question 13

How can conflict benefit an organization?

Accepted Answer

The answer of How can conflict benefit an organization?...

Question 14

According to a survey of American Management Association executives,managers are likely to spend about ______% of their time dealing with conflict.

Accepted Answer

A)  5
B)  15
C)  25
D)  50

Question 15

When managers understand the sources of conflict,they aren't able to select an appropriate communication strategy.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following is NOT a way to maximize environmental conditions for problem-solving?

Accepted Answer

A)  review and adjust perceptions
B)  review and adjust conflict conditions
C)  review and adjust strengths
D)  review and adjust attitudes

Question 17

When the accommodating strategy is used,managers try to deal with conflict by making the employee with the most seniority happy.

Accepted Answer

A) True 
 B)False

Question 18

List and describe the six competencies of Emotional Intelligence identified by Daniel Goleman.

Accepted Answer

The answer of List and describe the six competencies of...

Question 19

A manager needs to enter the conflict situation believing others' opinions are beneficial.

Accepted Answer

A) True 
 B)False

Question 20

Emotional intelligence competencies include all of the following EXCEPT ______.

Accepted Answer

A)  ability to think creatively
B)  ability to control impulses
C)  ability to handle relationships effectively
D)  ability to empathize with others

Exam 13: Managing Conflict

The avoidance or withdrawal strategy combines a low concern for production with a high concern for people.

Which of the following choices is NOT a conflict-related axiom relevant to communication?

Conflict develops due to perceived mutually exclusive goals.

Research reveals that problem-solving groups with high trust usually exchange relevant ideas and feelings more openly.

Increasingly,U.S.companies are creating programs for internal conflict resolution.

The problem-solving strategy is also known as the win-win approach to conflict management.

In order to effectively implement the win-win approach,managers must believe that competition is better than cooperation.

Which of the following is a communication principle that should be used in applying a win-win conflict resolution strategy?

Which of the following is the correct sequence of steps in the problem-solving process?

Reminding managers of the organization's overall goals can alleviate interdepartmental conflict.

Although likely to cause later conflicts,which conflict resolution strategy is the most commonly used by managers?

Bargaining is the best conflict resolution strategy when ______.

How can conflict benefit an organization?

According to a survey of American Management Association executives,managers are likely to spend about ______% of their time dealing with conflict.

When managers understand the sources of conflict,they aren't able to select an appropriate communication strategy.

Which of the following is NOT a way to maximize environmental conditions for problem-solving?

When the accommodating strategy is used,managers try to deal with conflict by making the employee with the most seniority happy.

List and describe the six competencies of Emotional Intelligence identified by Daniel Goleman.

A manager needs to enter the conflict situation believing others' opinions are beneficial.

Emotional intelligence competencies include all of the following EXCEPT ______.