Deck 13: Conflict and Negotiation

Question 1

Two departments in a university are engaged in a conflict because one had its budget cut.This is an example of conflict based on:

A)jurisdictional ambiguity
B)interdependence
C)authority relationships
D)common resources

Answer 1

D

Question 2

You own and operate a pre-cast concrete company that specializes in large beams, walls, and other components for large commercial structures.You deliver and install as well as manufacture.One of your installation foremen just called to say that the ironworkers for another company had installed the door jams for a building when you had sent your crew to perform this task.This is an example of a conflict based on:

A)authority relationships
B)jurisdictional ambiguity
C)interdependence
D)status inconsistencies

Answer 2

B

Question 3

One occasion in which managers should work to stimulate conflict is when:

A)there has been a tendency to over use the devil's advocate perspective
B)group members are highly cohesive
C)there is only one source of conflict
D)the group suffers from groupthink

Answer 3

D

Question 4

According to the discussion of conflict offered in the text, conflict cannot be:

A)managed
B)prevented
C)dysfunctional
D)functional

Question 5

Estimates show that managers spend what percent of their time dealing with conflict?

A)11%
B)21%
C)31%
D)41%

Question 6

All of the following are negative conflict diagnostic questions except:

A)Is energy being diverted from goal achievement?
B)Is the outcome likely to be negative for the organization?
C)Are the parties hostile toward each other?
D)Do the potential losses exceed any potential benefits?

Question 7

The nature of the conflict reflected in Thinking Ahead-Looking Back feature between Oracle and SAP would be characterized as:

A)dysfunctional
B)interpersonal
C)functional
D)intergroup

Question 8

Conflict can be functional, or a positive force, in all of the following situations except:

A)when group and organizational cohesion is broken down
B)when it stimulates creativity out of a friendly rivalry
C)when it causes individuals or groups to better understand themselves and their contribution to the organization
D)when it motivates people to change

Question 9

Which of the following is NOT a structural factor in causing conflict?

A)interdependence
B)status inconsistencies
C)values and ethics
D)specialization

Question 10

Conflict involves disagreement between two or more parties because of:

A)mutual interest
B)incompatible goals
C)resource dependency
D)goal congruence

Question 11

You have a problem with your computer, so you call the company that made it.They inform you that the problem is caused by software, so you call the software division and they tell you it's the hardware.This is an example of:

A)interdependent forms of structural conflict
B)goal differences
C)jurisdictional ambiguities
D)common resources

Question 12

Long lasting and difficult conflicts between individuals usually stem from differences in:

A)emotions
B)values
C)perceptions
D)communication styles

Question 13

Which of the following is NOT a structural cause of conflict in organizations?

A)skills and abilities
B)interdependence
C)status inconsistencies
D)goal differences

Question 14

At a software company there is one person for databases, one for statistical packages, and another for expert systems.The structural cause for conflict between these individuals is:

A)sharing common resources
B)status inconsistencies
C)interdependence
D)specialization

Question 15

EQ is defined as:

A)any situation in which incompatible goals, attitudes, emotions, or behaviors lead to disagreement or opposition between two or more parties
B)constructive agreement between two or more people
C)the positive side of emotional quality
D)the power to control one's emotions and perceive emotions in others

Question 16

You are supervising two work crews that work in adjacent departments performing nearly the same task.You decide to create a competitive situation between them as a means of increasing productivity and performance.Hopefully, you realize that:

A)friendly competition does not have to be supervised
B)this situation can only be positive
C)conflict may emerge and hostile and aggressive behaviors may be disruptive
D)functional conflict creates a negative climate

Question 17

Two machine operators disagree over the cause of an equipment breakdown.This conflict is based on differences in:

A)personalities
B)perception
C)emotions
D)needs

Question 18

Which of the following would best reflect the form of conflict between Oracle and SAP as described in your Thinking Ahead-Looking Back feature of Chapter 13?

A)intergroup conflict
B)interorganizational conflict
C)interpersonal conflict
D)intragroup conflict

Question 19

As a manager, your ability to diagnose conflict as good or bad is contingent upon your looking at all of the following except:

A)the issue
B)the parties involved
C)the context of the conflict
D)the presence of groupthink

Question 20

The power not only to control emotions but also to perceive them is termed:

A)self-awareness
B)emotional intelligence
C)disciplined empathy
D)emotional perception

Question 21

The conflict that develops when a role behavior clashes with individual values is called:

A)intrarole
B)interrole
C)person-role
D)interpersonal

Question 22

Suppose a manager receives counseling from her department head that she needs to socialize less with the nonmanagement employees.She also is told by her project manager that she needs to be a better team member, and that she can accomplish this by socializing more with the other nonmanagement team members.This is an example of:

A)interrole conflict
B)intrarole conflict
C)person-role conflict
D)intergroup conflict

Question 23

The conflict that occurs between a company and a union during a strike is:

A)interpersonal
B)intergroup
C)interorganizational
D)intraorganizational

Question 24

Conflict that occurs between two or more organizations is considered:

A)intraorganizational conflict
B)interorganizational conflict
C)intergroup conflict
D)interpersonal conflict

Question 25

When one's values conflict with his/her job demands, this is _____ conflict.

A)interrole
B)person-role
C)intrarole
D)interpersonal

Question 26

When an intrapersonal conflict forces us to choose between right and right, the situation is called a:

A)moral dilemma
B)defining moment
C)test of character
D)situation to avoid

Question 27

When a child gets sick at school, the parent often must leave work to care for the child.This would be an example of:

A)interrole conflict
B)intrarole conflict
C)interpersonal conflict
D)person-role conflict

Question 28

Conflict that occurs between two or more individuals would be considered:

A)interpersonal conflict
B)intrapersonal conflict
C)intergroup conflict
D)intragroup conflict

Question 29

The key to managing conflict in a multicultural workforce is:

A)to address the power distance issue
B)the degree that a culture is more individualistic or collectivist
C)to apply the appropriate resolution strategy
D)understanding cultural differences and appreciating their value

Question 30

To avoid dysfunctional conflicts in virtual teams, a manager should:

A)insure each individual has access to e-mail
B)make sure each member of the virtual team understands the emotional side of e-mail messages and keep e-mails as neutral as possible
C)insure virtual team members have team training
D)make sure their tasks fit their methods of interacting

Question 31

When contrasting American and Japanese business cultures, Americans tend to _____, whereas the Japanese prefer _____.

A)be long-term in orientation; short-term gains
B)avoid uncertainty; ambiguity
C)be individualistic; collectivism
D)accept a high or great power distance; low power distance

Question 32

Recent research on conflicts that arise between cultures in their time orientation of values supports:

A)Russians have a long term orientation
B)the U.S.and China have short term orientations
C)the U.S.prefer values that focus on the past
D)the Chinese have a long term orientation and focus on the future such as saving and persistence

Question 33

Chinese culture values:

A)uncertainty
B)low power distance
C)the long term
D)individualism

Question 34

Person-role conflicts typically stem from differences in _____ between the focal person and the organization or work group.

A)language
B)performance expectations
C)experience
D)values

Question 35

As a supervisor, you are not likely to be able to solve _____ conflict of others.

A)intergroup
B)interpersonal
C)intragroup
D)intrapersonal

Question 36

Which approach to conflict management would be most appropriate for a culture that values collectivism?

A)competing
B)avoiding
C)accommodating
D)collaboration

Question 37

One of the positive sides of intrapersonal conflicts is:

A)defining moments
B)the resolution of dissonance
C)the opportunity for cooperative forms of resolutions
D)collaborative forms of resolution

Question 38

All of the following are positive consequences of intergroup conflict except:

A)we versus them
B)increased group cohesiveness
C)increased task focus
D)increased group loyalty

Question 39

Which of the following is the best example of where you might find an intergenerational conflict?

A)Conflict between baseball's players' union and management
B)Conflict over whether flexible employee benefit systems are needed
C)Conflict over strategic decisions
D)Conflict over work/home expectations

Question 40

Conflict that occurs between teams in an organization is referred to as:

A)intraorganizational conflict
B)interorganizational conflict
C)intergroup conflict
D)interpersonal conflict

Question 41

The problem associated with the equal versus equal power relationship is:

A)control versus autonomy
B)role conflict
C)stress
D)suboptimization

Question 42

A defense mechanism in which an individual continues dysfunctional behavior that will clearly not solve a conflict is known as:

A)negativism
B)rationalization
C)displacement
D)fixation

Question 43

The mechanisms used by individuals to make the best of a conflict situation are considered:

A)aggressive mechanisms
B)cooperative mechanisms
C)compromise mechanisms
D)withdrawal mechanisms

Question 44

Two techniques that are effective in managing intrapersonal conflict include:

A)role analysis and personal/organizational value clarification
B)taking a personality inventory and identifying your natural conflict resolution style
C)role analysis and personality inventory identification
D)personal/organizational value clarification and identification of natural conflict resolution style

Question 45

Escape from conflict by daydreaming is known as:

A)flight
B)fantasy
C)conversion
D)displacement

Question 46

The behavioral tendencies associated with an equal versus equal power relationship is:

A)resistance to change
B)lack of motivation
C)the tendency to compete
D)to make concessions

Question 47

Disagreements over wages and working conditions between a union and an employer are usually resolved through:

A)strikes
B)changing union leaders and management personnel
C)negotiations
D)expending resources and giving everybody what they want

Question 48

Two of your employees are having a disagreement over the scheduling of a production run.An appropriate way to resolve this conflict is:

A)change personnel
B)change the structure
C)expand resources
D)confront or negotiate with the parties

Question 49

An ineffective technique for dealing with conflict where a delaying action is used to buy time is referred to as:

A)secrecy
B)avoidance
C)administrative orbiting
D)nonaction

Question 50

A negotiation approach where each party seeks to maximize its resources is called:

A)integrative negotiation
B)distributive bargaining
C)spiral bargaining
D)collective bargaining

Question 51

In your role as a department supervisor, you are confronted by a senior employee who claims that she should not have been passed over for a promotion.You don't have decision authority but can only recommend to the plant manager decisions concerning promotions.You listen to the employee's protest but inform her that there is nothing you can do and direct her to your supervisor and the human resource department.The technique you are using is:

A)character assassination
B)administrative orbiting
C)due process nonaction
D)confrontation

Question 52

Sometimes the best strategy for dealing with conflict is a simple apology. Apologies are useful social tools that can serve to end conflict and encourage forgiveness. The Science Feature of Chapter 13 reported the results of a study that investigated the components of an apology that results in reconciliation. Which of the following are consistent with the finding(s) of this study?

A)An effective apology should be brief rather than detailed.
B)Highly independent victims prefer apologies where an empathic apology for the wrong is offered.
C)Relational victims are more likely to forgive if presented with compensation for the wrong.
D)None of the above.

Question 53

The competitive strategy in conflict management is founded on which assumption?

A)less than honest communication
B)trust
C)openness
D)synergy

Question 54

The cooperative approach to conflict management leads to:

A)win-win solutions
B)win-lose solutions
C)lose-lose solutions
D)more conflict

Question 55

When a person continually responds with pessimism to attempts at solving a problem, he/she is displaying:

A)identification
B)displacement
C)fixation
D)negativism

Question 56

Middle managers frequently are caught in a power squeeze.This conflict takes the form of:

A)equal versus equal conflict
B)high versus low conflict
C)role conflict
D)resource dependency conflict

Question 57

Interventions such as improving coordination between the parties and working toward common interests are most appropriate for which type of interpersonal conflict?

A)equal versus equal relationship
B)high versus low relationship
C)high versus middle versus low
D)intergroup

Question 58

The tendency for an individual to make up for a bad relationship at home by spending more time at the office is considered what type of defense mechanism?

A)aggressive mechanism
B)withdrawal mechanism
C)compromise mechanism
D)cooperative mechanism

Question 59

Which of the following defense mechanisms takes the form of aggressive behavior directed at someone else who is not the source of the conflict?

A)conversion
B)identification
C)displacement
D)fixation

Question 60

The Real World feature of chapter 13.1 described the conflict that developed while Cynthia Stroum was Ambassador to Luxembourg. Her management style was described as hostile, intimidating, and aggressive. Communication was described as restrictive, job assignments were arbitrary and erratic. Which form of conflict best reflects this situation?

A)intragroup conflict
B)interpersonal conflict
C)intrapersonal conflict
D)intragroup conflict

Question 61

Individualism means that people believe that the situation determines whether to put individual or the group first.

Question 62

Conflict between groups can lead to increased cohesiveness within the group.

Question 63

Tjosvold argues that well-managed conflict adds to an organization's innovation and productivity.Which of the following is NOT one of the four interrelated steps that is necessary in creating a conflict-positive organization?

A)Value diversity and confront differences.
B)Empower employees to feel confident and skillful.
C)Take stock to reward success and learn from mistakes.
D)Provide necessary resources to achieve strategic outcomes.

Question 64

The high versus middle versus low power relationship illustrates the conflict felt by middle managers.

Question 65

Work units that are highly interdependent may be more prone to interunit conflict than two independent departments.

Question 66

When two departments are in conflict but are also facing a common threat, the _____ style of conflict management is most appropriate.

A)competing
B)accommodation
C)compromising
D)collaborating

Question 67

All of the following are steps involved in creating a conflict-positive organization except:

A)reduce risks
B)value diversity and confront differences
C)take stock to reward success and learn from mistakes
D)empower employees to feel confident and skillful

Question 68

Which of the following styles of conflict management results in both parties (persons or groups) to the dispute giving something up to reach an understanding?

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

Question 69

Emotional intelligence relates positively to the ability to manage conflict.

Question 70

The major problem associated with the high versus middle versus low power relationship is suboptimization.

Question 71

A key to recognizing functional conflict is that it is often cognitive in origin.

Question 72

When negotiators let emotion rather than cognition determine their actions, it is much less likely that conflict will be resolved.

Question 73

American workers tend to be able to tolerate high levels of uncertainty and ambiguity.

Question 74

Groupthink would be an occasion when a manager may want to increase conflict.

Question 75

Developing trust within a group can prevent the misattribution of task conflict for personal conflict.

Question 76

In research on styles of conflict management, the _____ style was least effective.

A)avoiding
B)competing
C)compromising
D)collaborating

Question 77

EI and the ability to manage conflicts appears to hold across cultures.

Question 78

Role ambiguity and jurisdiction ambiguity are the same except that the former refers to an individual and the latter to a group.

Question 79

One way of classifying styles of conflict management is to examine the styles' cooperativeness and the styles':

A)assertiveness
B)accommodation
C)degree of competition
D)degree of compromise

Question 80

The accommodating conflict management style is one where you are concerned that the other party's goals be met but relatively unconcerned with getting your own way. Research has shown that individuals will sometimes overestimate the importance of the relationship and focus too heavily on the overuse of accommodating at the expense of the actual outcomes. The overuse of accommodating has been shown to be more prevalent when:

A)two females are involved in the conflict
B)two males are involved in the conflict
C)one female and one male are involved in the conflict
D)none of these or there was no difference between any of the groups