Deck 11: Trust, Conflict, and Negotiation

Question 1

Which element below is defined as a clash between individuals or groups due to different opinions, thought processes, and perceptions?

A) negotiation
B) competition
C) conflict
D) avoidance

Answer 1

A

Question 2

Dillon does not like Luke. No matter what Luke suggests at the weekly meeting, Dillon disagrees, even to the most simple or unimportant ideas. Dillon and Luke are experiencing ______.

A) relationship conflict
B) structural conflict
C) task conflict
D) dysfunctional conflict

Answer 2

A

Question 3

Which of the following statements is true regarding the outcomes of conflict stage of the conflict process?

A) Conflict in organizations always has negative outcomes when the antecedents of conflict are severe.
B) Conflict in organizations always has positive outcomes when the antecedents of conflict are minor.
C) Whether outcomes are positive or negative depends on antecedents of conflict.
D) Whether outcomes are positive or negative depends on how manifest conflict is handled.

Answer 3

D

Question 4

Kiki and Bethany are considering how to complete their project for class. They sit down together to discuss their ideas and brainstorm. Kiki wants to do a video presentation while Bethany thinks a classic paper would be best. After debating the two ideas, they decided to do a live presentation with a handout explaining the main points. Kiki and Bethany had ______.

A) relationship conflict
B) structural conflict
C) task conflict
D) dysfunctional conflict

Question 5

______ include lack of communication, incompatible personalities, and collisions in value systems.

A) Antecedents of conflict
B) Functions of conflict
C) Dysfunctions of conflict
D) Outcomes of conflict

Question 6

In the ______ conflict stage of the conflict process, people engage in behaviors that provoke a response?

A) antecedents
B) perceived/felt
C) manifest
D) outcomes

Question 7

Which element below refers to a clash between individuals about the direction, content, or goals of a work assignment?

A) process conflict
B) structural conflict
C) relationship conflict
D) task conflict

Question 8

Jason comments in passing that it would be nice to have so much vacation time. Joan thinks, "That's odd--I haven't taken vacation this month." Jason and Joan are likely in which stage of the conflict process?

A) outcomes of conflict stage
B) manifest conflict stage
C) antecedents of conflict stage
D) perceived/felt stage

Question 9

The goal of the ______ style of conflict management is to avoid making a decision at whatever cost. Neither your concerns nor the concerns of the other party need be satisfied.

A) acclimation
B) collaboration
C) competition
D) avoidance

Question 10

For ______ to be successful, individuals from opposing sides need to be genuinely interested in finding a resolution to the problem and willing to listen to each other.

A) negotiation
B) functional conflict
C) competitive conflict
D) dysfunctional conflict

Question 11

Overall, ______ conflict is considered the most destructive and harmful to organizations because it can give rise to hostility, mistrust, fear, and negativity.

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

Question 12

Which type of conflict refers to the clash in viewpoints about how to carry out work?

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

Question 13

______ conflict is the clash in personality between one or more individuals in the workplace.

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

Question 14

If handled appropriately, which element below allows every viewpoint to be heard and discussed, giving the individuals a sense of recognition and job satisfaction?

A) process conflict
B) structural conflict
C) relationship conflict
D) task conflict

Question 15

Low levels of ______ conflict are believed to have the most positive effect on organizations by stimulating creativity, healthy competition, and critical thinking among the individuals.

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

Question 16

The stage of the conflict process where emotional differences are sensed and felt is called ______.

A) outcomes of conflict
B) manifest conflict
C) antecedents of conflict
D) perceived conflict

Question 17

______ consists of disputes and disagreements that negatively affect individuals and/or teams.

A) Negotiation
B) Functional conflict
C) Competitive conflict
D) Dysfunctional conflict

Question 18

Which conflict management strategy is defined as an attempt to suppress a conflict and pretend it does not exist?

A) acclimation
B) collaboration
C) competition
D) avoidance

Question 19

High levels of which type of conflict can lead to absenteeism, turnover, and a substantial drop in work performance, all of which can have a devastating effect on organizational goals and objectives?

A) negotiation
B) functional conflict
C) competitive conflict
D) dysfunctional conflict

Question 20

______ consists of productive and healthy disputes between individuals or groups.

A) Utilitarian conflict
B) Functional conflict
C) Practical conflict
D) Dysfunctional conflict

Question 21

Graeme is chairing a department. He saw that Doris submitted a proposal that includes resources from his department. The resources are of little importance, but he decided that since Doris failed to seek his perspective before submitting the proposal, he will make sure the proposal is not approved and will argue against passing the proposal. Graeme is engaging in what type of conflict management strategy?

A) compromise
B) collaboration
C) competition
D) avoidance

Question 22

______ style of conflict management is appropriate when the issues are of low importance or when more information is forthcoming to help settle the conflict.

A) Acclimation
B) Collaboration
C) Competition
D) Avoidance

Question 23

If you are the kind of person who will trust the new team leader unless you are given a reason not to, then you have a ______ trust.

A) disposition-based
B) perception-based
C) cognition-based
D) affect-based

Question 24

Which type of person relies on factual information, such as someone's past experience and track record as a basis for trust?

A) disposition-based
B) perception-based
C) cognition-based
D) affect-based

Question 25

It is reasonable to use the ______ conflict management strategy when the issue at hand is something of little importance to you.

A) acclimation
B) collaboration
C) competition
D) accommodation

Question 26

Siva does not like nor understand why LaShonda does some of the things she does at work. He has trouble working with her and thinks that the organization would be better off without her. He decides not to voice his concerns about LaShonda because he plans on switching departments next month. Siva is using which type of conflict management strategy?

A) acclimation
B) collaboration
C) competition
D) avoidance

Question 27

Which element below is defined as the dependence on the integrity, ability, honesty, and reliability of someone or something else?

A) faith
B) assurance
C) trust
D) conviction

Question 28

Which conflict management strategy is defined as a joint effort by all parties to find a solution beneficial to everyone?

A) competition
B) compromise
C) collaboration
D) accommodation

Question 29

______ is a conflict management strategy in which each party concedes something of value.

A) Compromise
B) Accommodation
C) Avoidance
D) Competition

Question 30

The biggest problem with the ______ style of conflict management is that both parties may end up giving away too much and neither ends up satisfied.

A) collaborating
B) compromising
C) competition
D) accommodating

Question 31

Jack and Diane are trying to decide which movie to attend. Jack loves action and adventure and Diane prefers sci-fi. Diane is prepared to hard sell her movie picks, but was pleasantly surprised when Jack told her "just pick it. Anything you want is fine with me." Which conflict management strategy did Jack use?

A) collaboration
B) accommodation
C) compromise
D) avoidance

Question 32

Which conflict management strategy is defined as an attempt to gain victory through force, skill, or domination?

A) compromise
B) accommodation
C) avoidance
D) competition

Question 33

Which conflict management system can be explained as the willingness to give up just about anything in order to preserve the relationship with the other party?

A) compromise
B) accommodation
C) avoidance
D) competition

Question 34

Allison requests changes in holiday hours at her store. She recognizes that the owners think it best to keep long hours, but she knows that her team becomes fatigued by the end of the season. When she speaks to the owners, she is both assertive and cooperative. She has several items that her team must have, but she is also willing to make some concessions in order to satisfy the needs of the owners. In the end, everyone feels they will have a healthier and successful holiday season because of her conversation. Allison uses a ______ style of conflict management.

A) competition
B) compromising
C) cooperating
D) collaborating

Question 35

______ is a conflict management strategy that attempts to adjust one's views to play down differences between parties.

A) Compromise
B) Accommodation
C) Avoidance
D) Competition

Question 36

A ______ style of conflict management is one in which the concerns and the position of the opposition are completely ignored.

A) compromise
B) accommodation
C) avoidance
D) competition

Question 37

Sometimes called a "win-win" strategy, the ______ style of conflict management strategies strives to make sure that both sides are satisfied.

A) competition
B) compromise
C) cooperation
D) collaboration

Question 38

Which type of trust exists when people possess personality traits that encourage them to put their faith in others?

A) disposition-based
B) perception-based
C) cognition-based
D) affect-based

Question 39

Sheila offers to pay $30,000 for a new car, but the salesman wants $32,000. The salesman offers to throw in a premium sound system with a value of $1,500 and charge her $31,500. Sheila values the sound system enough to feel that this is a good deal. Sheila and the salesperson used which form of conflict management?

A) compromise
B) collaboration
C) competition
D) avoidance

Question 40

If you are the kind of person who might be wary of a new team leader until you recognize that he or she demonstrates the character, integrity, abilities, and benevolence to lead the team, then you have a ______ trust.

A) disposition-based
B) perception-based
C) cognition-based
D) affect-based

Question 41

Ezra and his coworkers are discussing the new boss of their department, Hudson. Ezra is surprised to hear that the consensus is positive even though they have just met the new guy. Ezra prefers to withhold judgment until he has seen how Hudson reacts to the pressures of his department and treats everyone when conflict arises. Ezra's trust is ______.

A) disposition-based
B) perception-based
C) cognition-based
D) affect-based

Question 42

Which of the following statements is most likely to build one's social network, causing others to want to work with him?

A) making political posts on social media
B) being known for hoarding information on work projects
C) providing harsh criticism when others see things differently than you
D) telling the truth even when it makes you look bad

Question 43

Dottie manages the dry cleaners. There has been a change in the dry cleaners' chain of command and Dottie is looking forward to meeting her new boss, Alex. She assumes they will have a good relationship, and she is warm and welcoming from the beginning. Dottie's trust is ______.

A) disposition-based
B) perception-based
C) cognition-based
D) affect-based

Question 44

Which type of trust is described as one is more likely to trust a new team leader if one feels one has made an emotional connection with him or her?

A) disposition-based
B) perception-based
C) cognition-based
D) affect-based

Question 45

Jackson and Violet are CEOs of competing restaurants. For the past year, they have been exploring the possibility of a merger, but they can't seem to agree on terms. Before they meet, they need to perform the first step of any negotiation process. Which of the following would be the best first step for each of them?

A) outline the goals and objectives they each would like to achieve
B) prepare a new mission for the new combined company
C) consider which employees to keep and which ones to let go after the merger
D) buy new outfits for their waitstaff

Question 46

Andrew resigned from his position, but feels his organization owes him severance due to the conditions that caused him to resign. His company disagrees. Before a judge will hear their case, he instructs them to meet with a conciliator. Which of the following statements is true regarding the role of the conciliator?

A) The opinion offered by the conciliator will be legally binding.
B) The conciliator may offer an opinion, but it will not be legally binding.
C) The conciliator should not offer an opinion on the dispute.
D) The conciliator will require the parties to sign a legally binding document at the conclusion of the meeting.

Question 47

A/An ______ represents unwritten expectations between employees and organizations about the way employees are treated within an organization.

A) social network
B) affect-based trust
C) psychological contract
D) trust outcome

Question 48

What is the third step in the negotiation process outlined in the text?

A) outlining goals and objectives
B) setting ground rules and shaping expectations
C) providing supporting evidence for positions
D) write and sign a formal agreement

Question 49

Baker and McCoy have been in a long-term land dispute. The judge declares that there is little binding evidence to settle the dispute, and suggests they meet with a mediator to talk through their disagreement. Which of the following statements is true regarding the role of the mediator?

A) The opinion offered by the mediator will be legally binding.
B) The mediator may offer an opinion, but it will not be legally binding.
C) The mediator should not offer an opinion on the dispute.
D) The mediator will require the parties to sign a legally binding document at the conclusion of the meeting.

Question 50

A ______ describes the recurrent patterns of interaction with others that take place when carrying out work activities.

A) social network
B) disposition-based trust
C) psychological contract
D) trust outcome

Question 51

What is the second step in the negotiation process outlined in the text?

A) outlining goals and objectives
B) setting ground rules and shaping expectations
C) providing supporting evidence for positions
D) write and sign a formal agreement

Question 52

Which type of trust occurs when people put their faith in others based on feelings and emotions?

A) disposition-based
B) perception-based
C) cognition-based
D) affect-based

Question 53

______ is defined as the process of reaching an agreement that both parties find acceptable.

A) Deliberation
B) Conciliation
C) Negotiation
D) Mediation

Question 54

When trust is high, ______ tends to be reduced.

A) risk-taking
B) low level of absenteeism
C) social loafing
D) Citizenship behavior

Question 55

When Jim resigned from his position at a tech firm, the terms of his ownership remained unclear. He had some ownership in the company, but the company had grown significantly from the time when he originally negotiated the terms. He and the majority owner decide to meet to resolve their disagreement. Before the meeting they each outline their objectives and goals regarding the situation. At the beginning of the meeting, they set ground rules and expectations for the negotiations. According to the negotiation process outlined in your text, what should be their next step?

A) provide supporting evidence for their positions
B) bring in a consultant to study the problem
C) implement a third-party plan
D) write and sign a formal agreement

Question 56

When trust in the workplace is high, people are more likely to ______.

A) be disengaged
B) take risks
C) have increased absenteeism
D) show apathy toward goals

Question 57

Shore Shipping Company files suit, arguing that nearby Shipping Software Company keeps stealing their employees, and thus using their intellectual property to develop shipping shortcuts. A judge instructs them to take their complaint to arbitration. Which of the following statements is true regarding the role of the arbitrator?

A) The opinion offered by the arbitrator will be legally binding.
B) The arbitrator may offer an opinion, but it will not be legally binding.
C) The arbitrator should not offer an opinion on the dispute.
D) The arbitrator will persuade the opposing companies to communicate.

Question 58

Stella has been assigned to a new department in her company. She is a little nervous meeting her employees, therefore she decides to take them out for dinner to get to know them before work on Monday. Stella is hoping that creating a connection outside of work will help build trust in her abilities. Stella is attempting to create ______ trust.

A) Disposition-based
B) Perception-based
C) Cognition-based
D) Affect-based

Question 59

Which of the following statements is true regarding psychological contracts in organizations?

A) They determine the degree to which employees trust organizations to value their efforts.
B) They determine the length of time an employee is expected to work for the organization.
C) They determine the pay agreements between the employee and the organization.
D) They determine the distribution of vacation and benefits in organizations.

Question 60

Which type of trust is used if an employee focuses on a leader's trustworthiness, ability, and integrity?

A) disposition-based
B) perception-based
C) cognition-based
D) affect-based

Question 61

Referring your boss to a published document showing average salaries in your field is an example of which strategy for integrative bargaining?

A) separate the people from the problem
B) focus on positions, not interests
C) generate a variety of possibilities
D) insist on some fair standard

Question 62

While a/an ______ may offer an opinion on a case, the opinion does not carry legal weight.

A) mediator
B) arbitrator
C) intermediary
D) conciliator

Question 63

The chief role of a/an ______ is to get the opposing parties to communicate again rather than providing a solution or a decision, and cannot impose his or her views on the parties.

A) mediator
B) arbitrator
C) intermediary
D) conciliator

Question 64

Putting your feelings aside to find a solution that satisfies both parties is considered which strategy for integrative bargaining?

A) separate the people from the problem
B) focus on positions, not interests
C) generate a variety of possibilities
D) insist on some fair standard

Question 65

Brent and Leigh have been haggling for a long time. Brent agrees to let Leigh have a small percentage off the price, but she does not feel it is enough. Eventually, they both give up something in order to agree on a price, but neither is satisfied with the outcome. This scenario illustrates which concept below?

A) distributive bargaining
B) competitive bargaining
C) compromise bargaining
D) integrative bargaining

Question 66

A/An ______ is a neutral third party who attempts to assist parties in a negotiation to find a resolution or come to an agreement using rational arguments and persuasion.

A) mediator
B) arbitrator
C) intermediary
D) conciliator

Question 67

The decision made by a/an ______ is legally binding for all parties.

A) mediator
B) arbitrator
C) intermediary
D) conciliator

Question 68

______ bargaining is best for parties that want to build long-term relationships with each other.

A) Collaboration bargaining
B) Competitive bargaining
C) Distributive bargaining
D) Integrative bargaining

Question 69

Leigh is trying to buy a used car. She knows she will need a certain amount of money to fix the car up the way she wants it afterward, and for that reason she wants a reduction in the price. However, Brent, the car salesperson, wants the maximum price he can get for the car and tells her to take it or leave it. This is known as ______.

A) accommodating bargaining
B) assimilative bargaining
C) distributive bargaining
D) competitive bargaining

Question 70

Heather owns a hair accessory company. She is looking to negotiate with her fabric supplier, which provides swimsuit material scraps, to reach a mutually beneficial agreement. Heather wants the supplier to consistently provide it with high-quality fabrics at a fair price within the allotted time frames. The fabric supplier would also be able to sell its otherwise unused scraps. The fabric supplier agrees and a formal contract is arranged. In the end, Heather has negotiated a long-term contract with the fabric supplier at a fair price, and the fabric supplier is guaranteed a new stream of business from Heather. Which type of bargaining does this scenario illustrate?

A) distributive bargaining
B) competitive bargaining
C) compromise bargaining
D) integrative bargaining

Question 71

A/An ______ is a neutral third party officially assigned to settle a dispute who listens to both sides of the argument then has the option to issue a binding decision.

A) mediator
B) arbitrator
C) intermediary
D) conciliator

Question 72

______ bargaining strategy is better suited to short-term bargaining with people you are unlikely to deal with again than to the building of long-term relationships, which require a degree of give and take.

A) Integrative
B) Distributive
C) Assimilative
D) Dissemination

Question 73

It is always wise to have a ______, which is the best outcome you could achieve if the negotiation fails and you must follow another course of action.

A) CAT
B) BATNA
C) NATBAT
D) ZOPA

Question 74

What are the two main bargaining strategies described in the textbook?

A) distributive and assimilative bargaining
B) dissemination and assimilative bargaining
C) distributive and integrative bargaining
D) dissemination and integrative bargaining

Question 75

______ occurs when two parties both try to claim a "fixed pie" of resources.

A) Distributive bargaining
B) Dissemination bargaining
C) Assimilative bargaining
D) Integrative bargaining

Question 76

______ occurs when both parties negotiate a win-win solution.

A) Accommodation bargaining
B) Competitive bargaining
C) Integrative bargaining
D) Distributive bargaining

Question 77

When you compile a list of acceptable outcomes, you will probably have a better chance of gaining something out of the negotiation, even if it's not the first thing that you wanted. This is considered which strategy for integrative bargaining?

A) separate the people from the problem
B) focus on positions, not interests
C) generate a variety of possibilities
D) insist on some fair standard

Question 78

Lucy asks for a $5,000 raise, but her boss says that the most he will agree to is $3,500. In all honesty, Lucy would have been happy with even a $1,000 raise. Which of the following is true?

A) Lucy is likely to accept the raise because it fell within the ZOPA.
B) Lucy is likely to accept the raise because it fell outside the ZOPA.
C) Lucy is likely to accept the raise because it was worse than the BATNA.
D) Lucy is likely to reject the raise because it fell inside the ZOPA.

Question 79

A/An ______ is a neutral third party who is informally assigned to persuade opponents to communicate, and may informally offer an opinion even though the opinion is not legally binding.

A) mediator
B) arbitrator
C) intermediary
D) conciliator

Question 80

______ is the area where two sides in a negotiation may find common ground.

A) CAT
B) BATNA
C) NATBAT
D) ZOPA