Deck 11: Managing Conflict and Negotiation

Question 1

Which of the following is not listed in the text as one of the three general sources of organizational conflict?

A) substantive conflict
B) affective conflict
C) interpersonal conflict
D) process conflict

Answer 1

C

Question 2

Don and Roger have different opinions on which advertising campaign would be best to promote their new product. Which of the following sources of conflict may result from this differing of opinions?

A) affective conflict
B) process conflict
C) substantive conflict
D) supervisory conflict

Answer 2

C

Question 3

Which of the following occurs when one person seeks to outdo or outshine another person?

A) differences over facts
B) differences over goals and priorities
C) competition for scarce resources
D) competition for supremacy

Answer 3

D

Question 4

Which of the following is described as conflict that engenders strong emotions such as anger or disgust?

A) supervisory conflict
B) process conflict
C) affective conflict
D) substantive conflict

Question 5

Rachel and Heidi are coworkers who consistently have arguments. They both become angry and/or disgusted when these arguments occur. Which of the following is the type of conflict for these two?

A) affective conflict
B) process conflict
C) substantive conflict
D) personality conflict

Question 6

Which of the following sources of conflict results from the varying ways people view the world?

A) personalities
B) differences in perception and values
C) differences over facts
D) unfulfilled expectations

Question 7

Conflict is a(n) ______.

A) behavior
B) perception
C) attitude
D) mood

Question 8

Which of the following is a solution for conflict arising from unfulfilled expectations?

A) Leaders must set and communicate the values for the organization and emphasize that everyone's contribution matters.
B) ask this question--"What else could this mean?"--before assuming a negative intent of the other person
C) use active listening and questioning techniques to set and clarify expectations on a regular basis
D) try perspective taking

Question 9

According to a recent poll of CEOs, what was mentioned as the number one skill that CEOs and their boards believed they needed development in?

A) persuasion skills
B) leadership skills
C) planning skills
D) conflict management skills

Question 10

Which of the following occurs when people disagree on what course of action to pursue or the best way to operate even after a decision has been made?

A) supervisory conflict
B) process conflict
C) affective conflict
D) substantive conflict

Question 11

Marina manages a sales team. Together with her team, they have decided upon new sales procedures for handling potential orders. Chris does not agree with the new sales procedures. Which of the following types of conflict is likely to ensue?

A) affective conflict
B) process conflict
C) substantive conflict
D) supervisory conflict

Question 12

Which of the following occurs when there are limited resources that must be allocated in an organization?

A) differences over facts
B) differences over goals and priorities
C) competition for scarce resources
D) competition for supremacy

Question 13

According to a recent poll of CEOs, what was mentioned as the number one skill that CEOs are getting coaching for?

A) persuasion skills
B) planning skills
C) listening skills
D) management skills

Question 14

Which of the following occurs because people have different opinions on important issues in the organization that affect them?

A) supervisory conflict
B) process conflict
C) affective conflict
D) substantive conflict

Question 15

Which of the following occurs when two sides may have similar goals but disagree on how to achieve them?

A) differences over goals and priorities
B) differences over methods
C) competition for supremacy
D) unfulfilled expectations

Question 16

The majority of what looks like interpersonal conflict is actually a communication breakdown. This describes which type of conflict?

A) unfulfilled expectations
B) misunderstanding
C) competition for supremacy
D) personalities

Question 17

Which of the following sources of conflict results from arguments over a piece of data that can be quantified or an event that can be documented?

A) differences over facts
B) differences in perception and values
C) personalities
D) differences over goals and priorities

Question 18

What is defined as the process that begins when one party perceives that the other has negatively affected, or is about to negatively affect, something that he or she cares about?

A) conflict
B) negotiation
C) cohesion
D) negative affect

Question 19

Which of the following source of conflict occurs when a person, because of low self-esteem, insecurity, or other factors in his or her personal life, sometimes feels attacked by perceived criticism?

A) differences in perception and values
B) competition for scarce resources
C) sensitivity/hurt
D) misunderstanding

Question 20

Which of the following is a source of conflict that occurs when one person differs with another based on how he or she feels about that person?

A) competition for supremacy
B) differences over goals and priorities
C) differences over facts
D) personalities

Question 21

Which of the following is the process of raising differences in opinions regardless of the preferred course of action of the decision makers?

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

Question 22

Which of the following conflict-handling styles is when one person takes a win-lose approach to problem-solving and their focus is on winning their position at the expense of others?

A) obliging
B) dominating
C) compromising
D) integrating

Question 23

Coleman and Clark are in conflict over a disagreement over facts. Which of the following is a good solution for this type of conflict?

A) try perspective taking
B) have a neutral third party or expert arbitrate this dispute
C) ask this question--"What else could this mean?"--before assuming a negative intent of the other person
D) adopt the belief that negative behaviors may have a positive intention

Question 24

Which of the following conflict-handling styles is when both parties confront the issue directly and discuss alternative courses of action?

A) obliging
B) avoiding
C) compromising
D) integrating

Question 25

All of the following are examples of workplace violence given in the text except ______.

A) robberies and other crimes
B) actions by dissatisfied clients or customers
C) acts perpetrated by disgruntled coworkers or coworkers who have been fired
D) accidents and errors

Question 26

Which of the following is defined as personality clashes or differences in values?

A) task conflict
B) productive conflict
C) relationship conflict
D) team conflict

Question 27

According to the U.S. Department of Labor, what is the leading cause of fatal injuries at work (about 1,000 per year)?

A) equipment malfunctions
B) hazardous materials
C) workplace violence
D) lack of safety regulations

Question 28

Which of the following conflict-handling styles is when one party gives in to the demands of others and may neglect his own concerns?

A) obliging
B) avoiding
C) compromising
D) integrating

Question 29

The first step for a leader in becoming effective at resolving conflicts at work is ______.

A) recognize employees' predisposition toward conflict
B) recognize his or her own predisposition toward conflict
C) ignore the problem and hope it goes away
D) develop a conflict resolution policy

Question 30

Joseph senses that there is some conflict in his production team. What is the first step Joseph should take to effectively manage the conflict?

A) provide coaching on how to manage the conflict
B) get rid of those who are responsible for the conflict
C) diagnose the type of conflict (task or relationship)
D) reorganize the team

Question 31

Most workplace violence emanates from unhappy ______.

A) supervisors
B) coworkers
C) clients or customers
D) subordinates

Question 32

Which of the following conflict-handling styles reflects an inability to deal with conflict in which the person withdraws from the conflict situation?

A) obliging
B) avoiding
C) compromising
D) integrating

Question 33

Which of the following best describes the relationship between task conflict and performance?

A) Task conflict is never good for performance.
B) Too much conflict or too little conflict leads to low performance.
C) A high level of task conflict is best for performance.
D) A low level of task conflict is best for performance.

Question 34

Which of the following conflict-handling styles is a give-and-take approach to conflict in which concessions are made in exchange for getting some aspects of the desired outcome?

A) obliging
B) avoiding
C) compromising
D) integrating

Question 35

What is another term for unproductive conflict?

A) dysfunctional conflict
B) functional conflict
C) productive conflict
D) task conflict

Question 36

According to the U.S. Department of Labor, how many people in the United States are victims of nonfatal violence at the workplace each year?

A) 1,000
B) 2 million
C) 50 million
D) 500,000

Question 37

Which of the following is not one of the mechanisms that decrease the relationship between task and relationship conflict?

A) ignoring the conflict
B) group emotional intelligence
C) good working relationships
D) norms for suppressing negative emotions

Question 38

Which of the following is defined as disagreements about resource allocation, policies, or even interpretation of data?

A) relationship conflict
B) task conflict
C) unproductive conflict
D) personality conflict

Question 39

All of the following are true of workplace violence except ______.

A) It is difficult to profile the type of employee who may commit workplace violence.
B) Most workplace violence occurs from disgruntled employees.
C) It is important that leaders recognize it early.
D) It is important that referrals are made to get employees the help they need.

Question 40

Benjamin is learning about how leaders should deal with conflict in the workplace. He should know that all of the following are true regarding leaders and conflict resolution except ______.

A) Leaders need to take an active role in resolving workplace conflicts before they escalate.
B) Leaders should be able to adapt to situations and adjust their conflict resolution style as needed.
C) Leaders should generally let employees deal with their own conflict issues.
D) Leaders should know what their tendencies are toward avoiding conflict.

Question 41

Which conflict resolution style is considered the best?

A) avoiding
B) compromising
C) dominating
D) It depends on the situation.

Question 42

All of the following are true regarding conflict in teams except ______.

A) Conflict within teams produces stress and arguments that distract the team from working on the task.
B) Moderate levels of relationship conflict improve team performance.
C) All types of conflict (task, relationship, and process) are detrimental to member satisfaction.
D) Moderate levels of task conflict improve team performance.

Question 43

All of the following are true regarding conflict in teams except ______.

A) Stimulating information exchange among team members is a benefit of moderate levels of task conflict.
B) Differences in opinion may improve decision quality.
C) Moderate task conflict hinders creativity in a team.
D) Task conflict helps force members to see other viewpoints.

Question 44

Which of the following is defined as calling in a neutral third party to attempt to resolve the conflict?

A) conciliation
B) ombudsman
C) peer review
D) facilitation

Question 45

The strength of the compromising conflict-handling style is ______.

A) It should provide a mutually benefits (win-win) solution and result in the conflict being resolved for the long term.
B) It might be the best approach if the person is not sure they are right about a preferred course of action or it is politically best because the matter is so important to the other party.
C) It is quick and relatively easy.
D) Everyone gets something in a compromise.

Question 46

The strength of the dominating conflict-handling style is ______.

A) It should provide a mutually benefits (win-win) solution and result in the conflict being resolved for the long term.
B) It might be the best approach if the person is not sure they are right about a preferred course of action or it is politically best because the matter is so important to the other party.
C) It is quick and relatively easy.
D) Everyone gets something in a compromise.

Question 47

Which of the following is defined as methods to resolve conflict that both parties agree to without involving litigation?

A) ombudsing
B) conciliation
C) peer review
D) alternative dispute resolution

Question 48

Frances has a compromising conflict-handling style. All of the following are true of her style except ______.

A) She has a moderate level of concern for herself and a moderate level of concern for others.
B) It is appropriate when both parties have strongly opposing views and there is little hope of an integrative solution.
C) Both parties are completely satisfied with the outcome.
D) It may be the only possible approach when both parties have equivalent influence in the organization.

Question 49

Which of the following is not one of the questions a leader should ask when attempting to resolve a conflict?

A) Is the intervention necessary or appropriate?
B) What type of intervention is most appropriate?
C) How have we handled conflict in the past?
D) Is the leader the appropriate person to intervene?

Question 50

The shape of the relationship between task conflict and team performance is generally which of the following?

A) inverted U-shaped
B) U-shaped
C) linear, downward sloping
D) linear, upward sloping

Question 51

Jara has an obliging conflict-handling style. All of the following are true of her style except ______.

A) She has a low concern for herself but a high concern for others.
B) She should consider requesting a reciprocated exchange in the future after she gives in.
C) If it becomes a pattern, she may become resentful over time.
D) Problems generally take a long time to solve.

Question 52

Which of the following is not a commonly used alternative dispute resolution approach as mentioned in the text?

A) peer review
B) ombudsman
C) counseling
D) conciliation

Question 53

The strength of the integrating conflict-handling style is ______.

A) It should provide a mutual benefits (win-win) solution and result in the conflict being resolved for the long term.
B) It might be the best approach if the person is not sure they are right about a preferred course of action or it is politically best because the matter is so important to the other party.
C) It is quick and relatively easy.
D) Everyone gets something in a compromise.

Question 54

Tran read a recent study focusing on self-managed work teams that improve or maintain top performance over time. Which of the following is not one of the conflict resolution strategies that these types of teams engage in?

A) They assign work based on volunteering, default, or convenience.
B) They focus on the content of interactions rather than the delivery style.
C) They explicitly discuss reasons behind any decisions in distributing work assignments.
D) They assign work to members who have the relevant task expertise.

Question 55

Carol has a dominating conflict-handling style. All of the following are true of her style except ______.

A) She is high with respect to her own concerns but low with respect to the concerns of others.
B) This style generally does not breed resentment among those affected by her decisions.
C) It may be appropriate for small decisions.
D) It may be appropriate when she knows the decision will be unpopular and discussion will not bring others on board.

Question 56

The strength of the obliging conflict-handling style is ______.

A) It should provide a mutually benefits (win-win) solution and result in the conflict being resolved for the long term.
B) It might be the best approach if the person is not sure they are right about a preferred course of action or it is politically best because the matter is so important to the other party.
C) Good for when the decision will be unpopular and discussion will not bring others on board.
D) Everyone gets something in a compromise.

Question 57

Donna is a person who hears grievances on an informal basis and attempts to resolve them. Donna can best be described as a(n) ______.

A) ambassador
B) mentor
C) ombudsman
D) judge

Question 58

Dylan and Kelly are having intense relationship conflict. Their leader, Brandon, intervenes to resolve the conflict. Which of the following best describes Brandon's actions?

A) delegation
B) facilitation
C) mentoring
D) litigation

Question 59

Jefferson has an avoiding conflict-handling style. All of the following are true of this style except ______.

A) Pretending conflict does not exist usually helps it go away.
B) He is low on his own concerns and the concerns of others.
C) It may be appropriate for trivial decisions.
D) It may be appropriate when the possibility of unproductive conflict is so high that it is better to avoid discussion rather than risk performance.

Question 60

Which of the following is defined as a panel of a grievant's peers that hears the concern and attempts to resolve it?

A) jury
B) peer review
C) ombudsmen
D) sounding board

Question 61

Which of the following is enlarging the pool of resources, so that a negotiation can end in a win-win agreement where both parties feel that they got the best possible outcome?

A) expanding pie
B) fixed pie
C) distributive bargaining
D) zero-sum game

Question 62

Which of the following steps in the negotiation process is an exchange of personal greetings prior to the actual bargaining process?

A) building the relationship
B) preparation
C) bidding
D) gathering information

Question 63

Which of the following steps in the negotiation process occurs when offers and counteroffers are extended until a mutually agreeable solution is attained?

A) building the relationship
B) preparation
C) bidding
D) gathering information

Question 64

Which of the following is the best option available to one's side of the negotiation if negotiations fail?

A) distributive bargaining
B) best alternative to a negotiated agreement
C) expanding pie
D) integrative bargaining

Question 65

Which of the following steps in the negotiation process is the execution of a contract?

A) building the relationship
B) implementation
C) bidding
D) gathering information

Question 66

Of the following nationalities, which one used emotional appeals to persuade others and made more concessions during the bargaining process?

A) North American
B) Russian
C) Arab
D) Chinese

Question 67

Helena is a person who resolves conflict between two or more parties. When she is brought in to resolve conflict, her decision is legally binding on both parties. Helena can best be called a(n) ______.

A) mediator
B) facilitator
C) arbitrator
D) judge

Question 68

Which of the following is not true regarding mediators and arbitrators?

A) They are neutral third parties.
B) Arbitrators make the decision, while mediators help the two parties come to a solution.
C) They are generally brought in when conflict has become so complex that a more formalized dispute resolution method is needed.
D) They are generally less expensive than an ombudsman or peer review.

Question 69

Which of the following is the ability to see things from another person's point of view that conflicts with your own?

A) distributive bargaining
B) perspective taking
C) BATNA
D) sympathy

Question 70

Conflict in an organization is always bad.

Question 71

Jerry is a person who is formally trained to help parties who are in conflict reach an acceptable solution. He does not actually make the decision, but he is a third-party neutral person. Jerry can best be called a(n) ______.

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

Question 72

Which of the following is not true regarding Chinese individuals and conflict?

A) Well-managed conflict contributes significantly to successful leadership in China.
B) Chinese are more competitive and individualistic.
C) Chinese are more likely to value harmony over discord.
D) Chinese place an emphasis on openness and collaboration.

Question 73

All of the following are tactics that can be used when using integrative bargaining except ______.

A) be willing to share information
B) sweeten the deal
C) use a deadline to put pressure on the person you are bargaining with to make a decision faster
D) get past the fixed position of one another and discuss what their real interests are

Question 74

Which of the following is the last step in the negotiation process?

A) closing the deal
B) implementing the agreement
C) information using
D) relationship building

Question 75

All of the following are benefits of perspective taking except ______.

A) People are more likely to empathize with the other person.
B) relates to positive attributions about another person's behavior
C) People can recognize the effects of external circumstances on what they do.
D) generally lead to unsatisfactory negotiation outcomes

Question 76

Which of the following steps in the negotiation process is doing one's homework to have all of the facts and possible options researched prior to negotiation?

A) closing the deal
B) relationship building
C) information gathering
D) preparation

Question 77

Which of the following is the first step in the negotiation process?

A) building the relationship
B) preparation
C) bidding
D) implementation

Question 78

Which of the following refers to situations where a limited amount of goods are divided, and the goal is to get the largest slice?

A) fixed pie
B) expanding pie
C) BATNA
D) integrative bargaining

Question 79

According to a study of conflict resolution styles of MBA students from different countries, which of the following is true regarding how conflict resolution differs across cultures?

A) Conflict resolution styles differed across cultures.
B) U.S. students are more likely to report an avoiding style.
C) Chinese students are more likely to report a competing style.
D) There were no differences in conflict resolution styles across cultures.

Question 80

All of the following are true of workplace incivility in the classroom except ______.

A) Students' perception of incivility can relate to a professor's competence.
B) Students' perception of incivility can relate to interest as well as respect for the individualism of students.
C) Incivility in the classroom would not relate to workplace incivility as it is not a workplace.
D) Perspective taking would be beneficial for classroom incivility.