Chapter 11 Vantage Knowledge check

The means that people use to express their disagreements and/or differences and resolve conflict is called ______.

communication

A patterned response or behavior that an individual uses when approaching conflict is called a ______.

conflict style

Match the description with the type of objective criteria as outlined in principle four of Fisher and Ury's method of principled negotiation.

considers facts and evidence- scientific judgement reviews how the issue has been previously resolved- precedent includes ethical considerations- moral standard looks at established practices or customs in considering a conflict- tradition

Two employees have a conflict regarding an office policy that they disagree on. What kind of conflict is this?

content

Which of the following communication techniques describes a process that helps conflict participants define the nature of the conflict and clarify their positions?

differentiation

When someone breaks large conflicts down into smaller, more manageable pieces, they are using which technique?

fractionation

Fisher and Ury developed a method for negotiating conflict called which of the following?

principled negotiation

Fisher and Ury contend that conflicts include which two factors?

problem and ppl

Communication between people occurs on two levels: the content dimension and the ______ dimension.

relationship

The method of principled negotiation is intended to help people make decisions based on ______.

the merits of the issues

Match the definition/description with the correct type of conflict.

Differences between individuals with regard to the approach they wish to take in attempting to reach a goal. - procedural Differences regarding the substance of the goal itself or what the goal should be.- substansive Differences between leaders and others who differ on issues such as policies and procedures.- content Differences we feel between ourselves and others concerning how we relate to each other.- relational

Anger and hostility are the primary emotions connected with conflict.

False

Match the description with the correct conflict style, as identified by the Kilmann-Thomas model.

It occurs when individuals are highly assertive about pursuing their own goals but uncooperative in assisting others to reach theirs. - competition It is a "give and take" proposition where individuals attend to the concerns of others as well as to their own needs.- compromise It requires individuals to attend very closely to the needs of others and ignore their own needs.- accomdation t occurs when individuals ignore conflict situations rather than confront them directly. - avoidance

Two people find it difficult to get along with one another. Each agrees that the problem is a "personality clash." These individuals are experiencing what type of conflict?

Relational

Conflict is a felt struggle between individuals over perceived differences in beliefs, values, and goals or over differences in desires for esteem, control, and connectedness.

True

Which situation is most likely to create interpersonal conflict?

Two people have strong and differing opinions on how to solve a problem.

Which of the following must be present in order for interpersonal conflict to occur?

interdependence between parties

conflict refers to the disputes that arise between individuals.

interpersonal

Conflict that occurs within an individual is called which of the following?

intrapersonal

The strategy of brainstorming and searching for creative solutions to conflict represents which principle of the Method of Principled Negotiation?

invent options for mutual gains