Deck 7: Conflict Management

Question 1

Which of the following IS NOT true of conflict?

A) Conflict is the engine of social learning.
B) Conflict helps to reveal problems and encourages those problems to be dealt with.
C) Conflict can help to build team cohesiveness
D) Even though it might not be pleasant, conflict is always constructive.

Answer 1

D

Question 2

According to research on group performances and types of conflict:

A) High levels of conflict across tasks results in high performance.
B) Low levels of conflict across tasks results in high performance.
C) Early conflict results in a high chance of failure.
D) Early conflict results in a low chance of failure.

Answer 2

C

Question 3

Conflict that is not managed effectively:

A) Surprisingly, has no influence on group productivity and creativity.
B) Results in group members who withhold their thoughts, feelings, and ideas.
C) Causes a temporary decrease in productivity, but has no influence in the long run.
D) Results, in the long run, in more effective communication.

Answer 3

B

Question 4

ALL BUT ONE of the following are tactics for negotiating and resolving conflict suggested by Woolf (1990). Which is not?

A) Don't ask--they'll know what you want too soon.
B) Don't take anything personally.
C) Start high but don't be ridiculous.
D) Don't be intimidated just because it's printed.

Question 5

Which of the following is a result of a study by Pearsall, Ellis and Evans (2008) on the effects of gender diversity on team creativity?

A) Gender "faultlines" are activities in any task that involve idea generation.
B) When teams had an overall higher level of conflict, men and women tended to argue based on male versus female viewpoints.
C) Arguing along gender "faultlines" results in more creativity.
D) Gender does not affect the level of conflict or interaction patterns in most work groups.

Question 6

According to Blake and Mouton, which of the following is the best way to deal with conflict?

A) maintain neutrality, withdraw
B) compromise, take the middle ground
C) simply enforce obedience to authority
D) try to be both person-and results-oriented

Question 7

The conflict style that results from low concern for people and low concern for production of results can be characterized as the following:

A) Disagreements are smoothed over or ignored so that surface harmony is maintained in a state of peaceful co-existence.
B) Compromise is achieved.
C) Conflict is suppressed through the authority-obedience approach.
D) Neutrality is maintained at all costs.

Question 8

The "Practical Tips" for implementing the 9,9 style offered by Walker and Harris (1995) state that encouraging behaviors occur when a team member:

A) exhibits strategic behavior
B) takes sides on issues
C) points out, in an objective manner, when another person is wrong or needs to change
D) identifies with another team member's problems

Question 9

Groups that improve or maintain top performance over time share three conflict resolution tendencies. Which is not one of those tendencies?

A) Focusing on the content of interpersonal interactions rather than delivery style.
B) Explicitly discussing reasons behind any decisions reached in accepting and distributing work assignments.
C) Determining how information will be shared in the most effective way, such as face-to-face or via computer.
D) Assign work to members who have the relevant task expertise rather than assigning by other common sense means.

Question 10

Which of the following is a behavior for conflict resolution?

A) Argue for your own individual judgment.
B) Use techniques such as majority vote, averaging or trading.
C) Change your mind whenever it will help the group.
D) Build on areas of agreement.

Question 11

Which of the following IS NOT one of the principles of the principled negotiation method?

A) Separate the people from the problem.
B) Invent options for mutual gain.
C) Focus on positions, don't get bogged down on interests.
D) Insist on objective criteria.

Question 12

When one or more group members force their will on the group, this is referred to as:

A) railroading
B) teaming up
C) majority vote
D) consensus

Question 13

When various minority members form a coalition to help each other achieve mutually advantageous goals, this is referred to as:

A) railroading
B) teaming up
C) majority vote
D) onsensus

Question 14

_________ is generally considered to yield the best resolution of conflict in a group decision.

A) Railroading
B) Teaming up
C) Majority vote
D) Consensus

Question 15

Scott's (2008) ERI model includes three elements: emotions, _________, and intuition.

A) Reflection
B) Reaction
C) Reason
D) Reincarnation

Question 16

Verbal judo:

A) Is a gentle art of persuasion that redirects others' behavior with words, and generates voluntary compliance.
B) Allows for full expression of personal feelings.
C) Involves recognizing that sometimes people have to be the aggressor first.
D) Encourages people to use phrases such as "calm down" and "be reasonable."

Question 17

Research on emotional intelligence found that after a very emotional situation, it takes ____________ for the chemicals in our body to deplete.

A) 5-10 minutes
B) 15-30 minutes
C) 45-60 minutes
D) Over one hour

Question 18

When discussing conflict in virtual groups, Tubbs mentions three tpes of conflict that arise primarily with virtual groups. Which of the following was not listed?

A) communication style differences
B) lack of time to use technology
C) technology problems
D) lack of sufficient trust between group members

Question 19

According to Goleman, the two "arts" crucial to conflict management are listening and

A) hearing
B) writing
C) empathizing
D) speaking

Question 20

What is the first thing to do when trying to cool down conflicts, according to Goleman's articles?

A) Show a willingness to work things out.
B) State your point of view in neutral language.
C) Try to find equitable ways to resolve the dispute.
D) Calm down.

Question 21

Identifying all issues, prioritizing issues, establishing a settlement range, and developing strategies and tactics are all part of which of the following negotiation strategies presented in the reading by Acuff?

A) Plan the negotiation
B) Adopt a win-win approach
C) Maintain high aspirations
D) Ask lots of questions, then listen with your eyes and ears

Question 22

According to the "World class tips," which of the following is a reason why you should have high initial demands when negotiating?

A) They raise expectations of the TOS.
B) They teach people how to treat you.
C) They take away power from TOS.
D) There is little time to solve the problem.

Question 23

Which of the following is presented by Acuff as one of the five negotiation strategies that tend to be effective world-wide?

A) Understand that people enjoy some level of competition.
B) Be up-front, and state your wishes at the beginning of the negotiation.
C) Use language that is simple and accessible.
D) Be spontaneous, try not to plan the negotiation.

Question 24

Effective listening is also part of negotiating. In Acuff's article, additional tips for effective listening are presented. Which of the following is one of the tips?

A) Talk as frequently as you feel necessary.
B) Interrupt when you need to make a point.
C) Concentrate on what TOS is saying.
D) Avoid getting caught up in what TOS is doing nonverbally.

Question 25

Which of the following WAS NOT presented as one of the five positive things you could do without saying a word?

A) smile
B) stand or sit close to the other side
C) lean forward
D) use open gestures

Question 26

If you want to foster a cooperative climate in a group situation, you should:

A) try cooperating
B) set firm boundaries
C) encourage competition between groups
D) avoid high expectations

Question 27

According to Hocker and Wilmot's definition of conflict, the "struggle" between two people can be either expressed or unexpressed.

Question 28

According to Tubbs, some groups may actually seek enemies in order to maintain internal cohesion.

Question 29

The two types of conflict mentioned in the text were conflicts of ideas and conflicts of feelings.

Question 30

According to research on group performance and types of conflict, group members who experience conflict early in their experience working together will tend to have a higher chance of future failures.

Question 31

In describing tactics for negotiation, Woolf (1990) notes that very few things are truly negotiable.

Question 32

Proactive conflict management helps to diffuse any conflicts that come up through development of a process for working through conflict.

Question 33

Research has found that people who learn how to work successfully as team players tend to go much farther in their careers than those who try to compete with their fellow team members.

Question 34

The optimum conflict style, according to Blake and Mouton's grid, is compromise.

Question 35

Research suggests that teams that are successful over time are likely to be both proactive in anticipating the need for conflict and pluralistic in developing conflict resolution strategies that apply to all group members.

Question 36

According to communication expert Amy Gallo (2010)regardless of why your team is fighting, following a few simple guidelines can help you resolve disputes quickly.

Question 37

"Teaming up" refers to a situation where one or more group members force their will on the group.

Question 38

Consensus involves getting 75% of the group to agree.

Question 39

Research on emotional intelligence found that after a very emotional situation, it takes at least 60 minutes for the chemicals in our body to deplete.

Question 40

According to Thompson's book on "verbal judo," police officers have used such a technique in an effort to avoid physical confrontations and using brute force.

Question 41

According to Goleman, the ability to read the feelings of the opposition during a negotiation is critical to success.

Question 42

According to Acuff, skilled negotiators tend to spend more than twice as much time on long-term issues.

Question 43

Skilled negotiators ask fewer questions than unskilled negotiators.

Question 44

The two types of conflict noted by Tubbs are conflicts of ______________ and conflicts of
_______________.

Question 45

To start a difficult conversation the right way, it's important for you and your coworker to identify something you agree on. This may be a common goal or a set of _____________ that you consent to
__________________

Question 46

"Separate the people from the problem" is one of the principles of what conflict-reducing method?
_____________

Question 47

Forcing your will on a group is called __________________.

Question 48

"Agreement among all members of a group concerning a given decision" is the definition for
__________________.

Question 49

The _________________ metaphor often results in a winner and loser in the conflict resolution process.

Question 50

Scott's (2008) ERI model includes three elements: emotions, _________, and intuition.

Question 51

While conflict is not always pleasant, it does have some benefits. Identify four benefits to conflict discussed in your text.

Question 52

The text identifies several sources of conflict. Identify three sources and provide an example of each.

Question 53

Diagram and describe Blake and Mouton's Conflict Grid.

Question 54

Walker and Harris (1995) offer six practical tips for implementing the 9,9 style. Identify four of the tips.

Question 55

Administration and faculty have had many disagreements lately. Now it is time to move academic and support departments because of the newly built classroom/office building. Negotiations are underway to determine who moves where. If both sides were to engage in principled negotiation, what advice would you give them?

Question 56

Tubbs summarizes certain types of behaviors that seem to help improve conflict resolution. Identify four of these and discuss why it's important to engage in these behaviors.

Question 57

Describe "verbal judo" (define and discuss principles), and provide a scenario when it would make sense to engage in verbal judo.

Question 58

In his article on conflict management, Daniel Goleman writes that people who have competent conflict management skills enact four behaviors. Please identify these.

Question 59

What are the four "classic moves" for cooling down conflicts?

Question 60

In his article on negotiation, Acuff refers to a study that identified five approaches skilled negotiators share when planning negotiations. What are these?

Question 61

In his article on negotiation, Acuff identifies five strategies he claims to be effective throughout the world. What are they?

Question 62

The following questions relate to a 1/2 hour of "Everybody Loves Raymond." Describe the sources of conflict and desirability of conflict.

Question 63

The following questions relate to a 1/2 hour of "Everybody Loves Raymond." What is the primary source of conflict between Debra and her mother-in-law, Marie (not only what is the content of the conflict, but what type of conflict is it)?

Question 64

The following questions relate to a 1/2 hour of "Everybody Loves Raymond." According to Blake and Mouton, what type of approach do Debra and Marie take?

Question 65

The following questions relate to a 1/2 hour of "Everybody Loves Raymond." The text notes six behaviors individuals can enact during conflict resolution. Describe how their behavior relates to these six.