Deck 4: Negotiation and Conflict Management

Question 1

As parties move towards a solution in a conflict, they can only adopt one position.

Answer 1

False

Question 2

The appropriate negotiation strategy is established by:

A) cooperation, resolution of conflict and discussion.
B) evaluating the strength of alternatives and the importance of a long-term relationship.
C) determining the individual's feelings, perceptions and frame of reference.
D) resolving differences, solving problems and reaching agreement.

Answer 2

B

Question 3

A win-win approach in negotiation aims to:

A) focus on the necessity to win.
B) negotiate a situation on its merits.
C) leave one of the parties dissatisfied.
D) require arbitration to successfully conclude the negotiations.

Answer 3

B

Question 4

The difference between a WATNA and a BATNA is that:

A) BATNAs show you the best outcome from a negotiation whilst WATNAs show you the worst outcome from a negotiation.
B) BATNAs will show whether you should proceed to negotiate whilst WATNAs in sufficient number or severity will show that you should NOT negotiate.
C) BATNAs reveal the positives that will eventuate as you proceed with your negotiation whilst WATNAs reveal the negatives that will eventuate as you proceed with your negotiation.
D) BATNAs let you know the best thing that is likely to happen if you cannot reach agreement whilst WATNAs tell you the worst thing that is likely to happen if you cannot reach agreement.

Question 5

Strong motivation to reach agreement and inherently competitive interaction can have results that do not meet the needs of the parties.

Question 6

Negotiators engaged in interest-based bargaining will:

A) argue from positions of 'only what they want'.
B) understand the need to deal with the person rather than the issue.
C) implement the positional negotiation method.
D) focus on the substance of the negotiation and the relationship.

Question 7

Finding out about the other party is crucial to effective negotiation.

Question 8

In a win-win negotiation strategy, both parties are satisfied with the negotiated result.

Question 9

Positional bargaining:

A) prioritises a relationship over an issue.
B) prioritises an issue over a relationship.
C) mixes the relationship and issue together.
D) none of the above.

Question 10

A successful negotiator is able to:

A) use empathy appropriately.
B) choose appropriate negotiation styles, strategies and personal style.
C) generate the most appropriate solutions and reach a negotiated outcome.
D) all of the above.

Question 11

According to Kilmann and Thomas (1975), what are the five conflict styles based on?

A) People's needs to be heard.
B) Timing and planning of a negotiation.
C) Proposals and bargaining about interests.
D) Concern for one's own interests and/or for the interests of others.

Question 12

The negotiators who argue according to 'only what they want' are:

A) principled bargainers.
B) effective bargainers.
C) position-based bargainers.
D) effective negotiators.

Question 13

An individual's approach to conflict depends on:

A) whether the individual is too afraid to seek compensation.
B) the individual's personality, cultural background and communication skills.
C) avoidance of conflict because they are trying to 'save face'.
D) assertiveness, empathy and active listening.

Question 14

In an extreme case, what could result from the win-lose and the lose-win styles of negotiation?

A) A win-win situation.
B) A deadlock.
C) The dissatisfaction of both parties.
D) Mutual satisfaction.

Question 15

In interest-based negotiation, the problem is defined in terms of the interests of each side's needs, desires, concerns and fears, rather than the positions of each party.

Question 16

BATNA stands for the 'best alternative to a negative agreement' whilst WATNA stands for the 'worst alternative to a negative agreement'.

Question 17

The aim of negotiation is to:

A) clarify wants.
B) reach an agreement.
C) put forward proposals.
D) Bargain.

Question 18

Being attracted to and repelled by two alternative wants at the same time is an example of:

A) approach/approach conflict.
B) avoidance/avoidance conflict.
C) approach/avoidance conflict.
D) none of the above.

Question 19

Effective negotiators are expected to:

A) connect the people and the problem.
B) promote a constructive climate.
C) make decisions based on their interests.
D) promote a conciliatory climate.

Question 20

Interest-based bargaining means negotiation from positions only rather than interests.

Question 21

The appropriate use of power can:

A) achieve effective communication and positive results.
B) reinforce the legitimate behaviour of another.
C) reinforce individuals with legitimate power.
D) give individuals the authority to control information flow.

Question 22

The benefits of conflict management are the opportunity to clarify issues, generate new ideas and get feelings out in the open.

Question 23

Organisations use power appropriately to get the job done through what method?

A) By using legitimate power over employees
B) By using power to control information flow
C) By delegating power to people
D) By using power to control others.

Question 24

The five personal negotiating styles are:

A) self-denying, self-protecting, self-exposing, self-bargaining, self-fulfilling.
B) self-denying, self-protecting, self-exposing, self-bargaining, self-actualising.
C) self-denying, self-loathing, self-exposing, self-bargaining, self-fulfilling.
D) self-orientating, self-serving, self-controlling, self-fulfilling, self-experimental.

Question 25

Accommodation of the demand of another person or party is a:

A) personal negotiating style.
B) psychological barrier.
C) personal quality.
D) negotiation style.

Question 26

Self-denying is considered:

A) a social skill.
B) a personal negotiating style.
C) a psychological barrier.
D) a negotiation option.

Question 27

Negotiation styles have an impact on the goal.

Question 28

The negotiation option chosen is usually NOT influenced by which of the following?

A) The context of the negotiation.
B) An individual's decision.
C) Negotiation skills.
D) Each party's range of personal communication.

Question 29

The way conflict is handled will have an impact on the outcome and whether future conflict arises in the workplace.

Question 30

What does'Moore's pizza' relate to?

A) The range of response types available for managing conflict.
B) Sources of irritations likely to further escalate conflict.
C) Causes of conflict.
D) Relationship intervention techniques.

Question 31

Counterproductive activities when trying to address conflict can include:

A) blame.
B) gunnysacking.
C) beltlining.
D) all of the above.

Question 32

What are the three key behaviours used in response to conflict?

A) Respond, avoid and react.
B) Flight, fight and flow.
C) Fright, fight and flow.
D) Avoid, approach and resolve.

Question 33

Relationships and issues are mixed together in positional bargaining.

Question 34

Which one of the following statements best represents psychological barriers during negotiations?

A) Psychological barriers are many, can belong to either party and may arise at any time.
B) Psychological barriers have to be ruthlessly addressed to avoid derailing the negotiations.
C) Psychological barriers will probably arise but the likelihood is dependent on the maturity level of the parties to the negotiation.
D) Psychological barriers can only be resolved through mediation techniques.

Question 35

What is another term that can be given to the win-win approach to conflict?

A) Flight response.
B) Fight response.
C) Flow response.
D) Formal response.

Question 36

What kind of power does a person hold if they are admired?

A) Coercive power.
B) Referent power.
C) Expert power.
D) Legitimate power.

Question 37

Psychological barriers often arise in negotiation.

Question 38

Submissive behaviour can promote conflict.

Question 39

The fight response means both parties may be open to conflict resolution.

Question 40

Acknowledgement of power and deference to it is based on people's perception of power.

Question 41

The purpose of negotiating is to resolve differences, solve problems and reach an agreement.

Question 42

Framing is the way in which a party describes, explains or defines a conflict.

Question 43

Which of the following BEST represents assertive behaviour?

A) Rachelle ensures that her colleague, Maya, is not aware of her real feelings as they discuss a confrontation on a project.
B) At work, Louisa focuses on winning at all costs.
C) During a team meeting, Ethan clearly communicates his beliefs, respecting the views of his colleagues.
D) Franco emphasises his own interests above those of his colleagues.

Question 44

What is the purpose of effective reframing?

A) Restate a position.
B) Change the other party's point of view.
C) Ensure both parties have a common understanding of underlying causes.
D) Reduce the emotional level of the other party.

Question 45

Probing questions are used to promote conflict.

Question 46

Staying alert to levels of conflict can help prevent a crisis from occurring.

Question 47

In newer and flatter workplaces, where horizontal teams are used, conflict is less likely to happen.

Question 48

In a situation of conflict, it is impossible to find common ground to remove any of the differences.

Question 49

Which of the following hinders group performance and results in negative outcomes for the individual, group or organisation?

A) Hierarchical conflict
B) Dysfunctional conflict
C) Optimal conflict
D) Functional conflict

Question 50

Which of the following situations BEST represents a functional conflict approach?

A) Fatima gathers her team together to do an ideation session on new ways of working and has created an agenda to include a session on clarifying current issues with ways of working.
B) Martin realises that his team are in conflict and so uses the conquest method to solve the issues.
C) Jordan has denied to his boss that there are any conflicts within his team.
D) There is a problem that affects the entire team. Orla arranges for a meeting with a select few members of the team to decide and enforce an action plan. .

Question 51

Misunderstanding is not a level of conflict.

Question 52

Assessing a conflict as positive or negative determines whether it is functional or dysfunctional in the long run.

Question 53

Ling Mei is arguing with her peer over what is expected from them when performing a role. What type of conflict would you associate with Ling Mei's situation?

A) vertical conflict.
B) staff-line conflict.
C) role conflict.
D) all of the above.

Question 54

Role conflict occurs when there are differing perceptions of what a person should do.

Question 55

With regard to conflict, most authors cited in Chapter 4

A) agree that, overall, it is better to have conflict than to avoid it.
B) argue that conflict should be avoided for as long as possible to allow the parties to clarify their positions.
C) have an irreconcilable range of views on the value of conflict.
D) believe that more research is needed on the value, or otherwise, of conflict.

Question 56

The method of active listening in conflict is to:

A) relate the total message back to the speaker for confirmation.
B) ask questions and make brief responses.
C) help the listener to identify content and feelings.
D) use reflecting or mirroring skills.

Question 57

Astrid is Camila's boss. While Camila is well respected by everyone at the company and is always lead in the number of sales, Astrid has noticed Camila arriving late to work often, and she needs to have a difficult one-on-one conversation with Camila about this. Which of the following would be the most effective way to order the three aspects of Camila's performance within this conversation?

A) Respected by everyone, leads in number of sales, arrives late to work often
B) Arrives late to work often, respected by everyone, leads in number of sales
C) Arrives late to work often, leads in number of sales, respected by everyone
D) Leads in number of sales, arrives to work late often, respected by everyone

Question 58

Donohue and Kolt's (199 2) 'Four R Method' refers to:

A) read, review, rearrange, recite.
B) a technique for moving away from emotional concerns.
C) recollection, reconstruction, review, retort.
D) a technique for allocating responsibility in conflict situations.

Question 59

Avoiding one-on-one difficult conversations usually leads to deteriorating relationships and conflict.

Question 60

'I can imagine how upsetting that must have been' is a way to:

A) create empathy by reflecting and mirroring.
B) set aside one's own points and feelings.
C) actively listen.
D) challenge and encourage the parties in a conflict.

Question 61

Divorce is an example of a conflict requiring which of the following?

A) Informal mediation.
B) Assertive mediation.
C) Formal mediation.
D) Aggressive mediation.

Question 62

Mediation primarily takes place in institutionalised settings.

Question 63

Which of the following best represents mediation?

A) Mediation is useful when we need to focus on the issues.
B) Mediation is a third-party intervention.
C) Mediation is a guided process.
D) All of the above.

Question 64

Erica and Thomas are engaged in divorce mediation. They have one child together. Erica will accept nothing less than sole custody of the child. Thomas will accept nothing less than sole custody of the child. Which of the following mediation pitfalls applies?

A) The mediator, attorneys or disputants fail to adequately prepare for the mediation.
B) An inappropriate mediator has been chosen to mediate the dispute.
C) The claimant increases the demand at the mediation.
D) The disputants do not have a commitment to resolve the dispute.

Question 65

The success of mediation depends on the commitment of the parties involved to resolve the conflict.