Chapter 10

The ___________ styles are inappropriate when the issue is important to you. integrating and compromising dominating and integrating avoiding and compromising avoiding and obliging obliging and dominating

avoiding and obliging

_____ is the conflict handling style that is passive withdrawal from the problem and active suppression of the issue. Integrating Obliging Avoiding Dominating Compromising

Avoiding

Which of the following tips should be used by employees having a personality conflict with another employee? Avoid communicating directly with the other person. Emphasize problem solving and common objectives. Try to get coworkers to side with them. Immediately seek help from the boss, even for slight conflict situations. Go to the human resources department when the conflict first occurs.

Emphasize problem solving and common objectives. Employees can reduce personality conflict by: (1) All employees need to be familiar with and follow company policies regarding diversity, antidiscrimination, and sexual harassment; (2) Communicate directly with the other person to resolve the perceived conflict; (3) Avoid dragging coworkers into the conflict; (4) If dysfunctional conflict persists, seek help from direct supervisors or human resource specialists.

Which of the following should a person do to manage conflict? Avoid conflict at all costs. Ignore the conflict until it goes away. Use evaluative rather than descriptive language. Be open and honest. Push strongly to "win" the conflict.

Be open and honest. When tempted to avoid conflict, do the following instead: (1) Stop ignoring conflict; (2) Act decisively to improve the outcome; (3) Make the path to resolution open and honest; (4) Use descriptive language instead of evaluative; (5) Make the process a team-building opportunity; (6) Keep the upside in mind.

___________ are shared perceptions among members of a team about the intensity of disagreement over either tasks or relationships. Conflict processes Conflict states Conflict handling styles Personality conflicts Intergroup conflicts

Conflict states

Which of the following statements about incivility is FALSE? Incivility is common. Incivility results from interactions with coworkers, but not from bosses or subordinates. Bullying is most often evident to others. Bullying affects even those who are not bullied. Bullying has group-level implications.

Incivility results from interactions with coworkers, but not from bosses or subordinates. Both individuals and their employers can be the root cause of mistreatment at work.

Which of the following is NOT a situation that commonly produces conflict? inadequate communication extreme time pressure individual decision making interdependent tasks unclear policies

individual decision making Individual decision making is not a situation that commonly produces conflict. Table 10.1 lists many of the situations that tend to produce either functional or dysfunctional conflict: incompatible personalities or value systems, overlapping or unclear job boundaries, competition for limited resources, unreasonable or unclear policies, standards, or rules, organizational complexity, interdependent tasks, inadequate communication, interdepartment/intergroup competition, unreasonable deadlines or extreme time pressure, decision making by consensus, collective decision making, and unmet expectations.

______ is an alternative dispute resolution technique in which a trained, third-party neutral actively guides disputing parties in exploring innovative solutions to the conflict. Ombudsmanship Facilitation Peer review Mediation Arbitration

Mediation

________ conflict is defined as interpersonal opposition based on individual dislike or disagreement. Dominating Distributive Personality Integrative Devil's advocate

Personality

A major drawback of _________ is that "winning the debate" may overshadow the issue at hand, leading to a less than desired conclusion. mediation devil's advocacy negotiation alternative dispute resolution the dialectic method

the dialectic method