QUESTIONS AND ANSWERS FOR CONFLICT MANAGEMENT

Full assessment of a conflict can best be accomplished by the following 2 steps:

1) Assessing the workings of the overall systems and how those connect to 2) recurring communication patterns inside the system.

INFORMAL TRIBUNALS ARE

1. ARBITRATION OF ALL TYPES: DECISION IS BINDING BUT IS NOT IN COURT ARBITRATION 2.CRIMINAL AND JUSTICE SYSTEMS - GOING TO ACTUAL COURT DECISION- NOT CERTAIN.

Two presidential candidates are holding a debate when the challenger says to the incumbent, "Why are you being so stubborn?" This statement is violating which principle of negotiation?

people EXPL:The new candidate is attacking the incumbent instead of attacking the problem at hand. Thus, he is not separating the "people" from the "problem."

What are the 3 roles in the Drama Triangle?

roles are the victim, the hero, and the villain.

The following are the 6 principles in systems theory:

1. Conflict in SysTEMS OCCUR IN CHAIN REACTIONS. People cannot be identified as villains, heroes, good and bad people, or healthy and unhealthy members. 2. Each member gets labeled, or programmed, into a specific role in the system. Most labels keep people from changing, however, the labeling process itself can be changed. 3. Cooperation is necessary among system members to keep conflicts going. Healthy systems are characterized by "morphogenesis," or "constructive system-enhancing behaviors that enable the system to grow, innovate and change." 4. Triangles tend to form in systems when relationships are close and intense. 5. systems develop rules for conflict that are followed even if they work poorly. 6. The conflict serves the system in some way. Never assume that members of a system want the conflict to be resolved.

THE 3 BIG BIASES IN RATING!

1. LENIENCY -TENDENCY TO GIVE RATINGS THAT ARE OVERLY HIGH (INFLATION) 2. SEVERITY -GIVE RATINGS THAT ARE OVERLY LOW ( DEFLATION) 3. CENTRAL TENDENCY -TENDENCY TO AVOID ALL EXTREME JUDGMENTS AND RATE PEOPLE AND OBJECTS AS AVERAGE OR NEUTRAL.

These are all key concepts to Systems Theory:

1. Wholeness: We must look at the entire system, every individual is embedded within a larger system. 2. Organization: ORG's function as a unit even though its made up of individuals, each UNIT has its own PATTERNS of organization-what is the overall picture? 3. Patterning: sometimes patterns are what people cling to in organizations.

LIMITATIONS TO ARBITRATION

= IT TENDS TO RESOLVE CONFLICTS SOLELY ON A CONTENT BASIS. -IT REINFORCES ESCALATION AS A LEGITIMATE TACTIC BECAUSE INTRANSIGENCE WILL AUTOMATICALLY BRING IN AN OUTSIDER.

MEDIATION

A THIRD PARTY SITS IN TO HELP THEM COME TOA CONCLUSION BUT THE SOLUTION IS NOT BINDING

A PROCESS IN WHICH PARTIES PRESENT THEIR CASE BEFORE A JUDGE OR JURY0 THIS ASSUMES THAT PARTIES ARE UNABLE TO SOLVE THEIR OWN CONFLICTS ,AND A DECIISION MUST BE IMPORTED FROM OUTSIDE.

ADJUDICATION

CAN BE PUT INTO MOTION WITHOUT MUTUAL CONCSERT

ADJUDICATION

Emotions are neither good not bad they just?

Are

Self- fulfilling prophecies

Are enacted over and over as we provoke the very behavior we accuse the other in the conflict of perpetuating. Then we each make ourselves out to be the other's victim.

Macro Level

At the macro level, most people cannot accurately describe the system dynamics impacting them. The bigger picture is hard to understand.

Micro Level

At the micro level, most of us are notoriously inaccurate in describing our own behavior in a conflict. --Example: People repeatedly impose on others that which they later claim was imposed on them. The person who believes the world is a competitive, win/lose place often doesn't see that this view sets competitive processes in motion.

Tendency to underestimate situation factors that may contain the rates performance. This bias is called:

Attribution error

BATNA

BEST ALTERNATIVE TO A NEGOTIATION AGREEMENT --SELLER BATNA IS 4,500 --BUYER BATNA IS 5,000 SO THE BATNA IS SOMEWHERE AROUND THOSE TWO NUMBERS! IF YOURE SELLING A CAR FOR 5,000 AND THATS UR BATNA BUT THE BUYERS BATNA IS 4,500 THEN WALK AWAY! KNOW THE VALUE OF YOUR NEGOTIATION!

BATNA

Best Alternative to a Negotiation Agreement

Three bank employees had heard a lot of complaints from customers about how they were treated by other employees of the bank. These three people began to talk regularly about the problems they were hearing about and what they could do to avoid them in the future. Formation of this council is an example of which coalition principle?

Coalitions begin for good reasons. EXP:This coalition served a positive function for these three employees. They could talk about the issue at hand and give one another support and ideas for preventing customer complaints regarding their service. Also, it is through coalitions like this that people attain positive feedback such as how they are meeting their customer's needs successfully.

Which conflict style requires creative solutions and flexibility?

Collaboration

What are the 5 conflict styles?

Collaboration Compromise Competitive Avoidant Accommodation

Which conflict style is an intermediate style that requires trade-offs and exchanges? Collaboration, Compromise, Accommodation, Competitive, or Avoidant?

Compromise!!!

Caitlin ran to her mother to tell on her brother, Sam. Caitlin said that Sam hurt her hand when they passed each other on the stairwell. Understanding conflict, Caitlin's mom decided to sit down with both of the children and ask them what happened, starting from when they saw each other on the stairs. She found out that Caitlin, in fact, hurt her hand when she hit Sam. Sam did nothing in return! Which principle of the system theory is Caitlin's mom recognize?

Conflict in systems occurs in chain reactions. Explanations: Caitlin's mom realized that Caitlin was ignoring her part in the system, and something happened before her hand was hurt that was important in the conflict. She knew that conflicts occur as a system, and that every person's actions affect the other person similar to a chain reaction. See pages 182 and 183 for more information.

When negotiating, all parties do which of the following? In negotiation, all the parties rely on their perceptions of the situation, try to get their mutual goals met, and generate many possible solutions. Negotiation is active, direct, and constructive problem solving.

D. ALL OF THE ABOVE EXPL. In negotiation, all the parties rely on their perceptions of the situation, try to get their mutual goals met, and generate many possible solutions. Negotiation is active, direct, and constructive problem solving.

Of the following, which is a way that people in the United States process conflict? a. mock conflict b. silent treatment conflict c. blowup conflict d. civil discussion e. all of the above

E. e. all of the above Mock, silent treatment and blowup conflict, and civil discussion are all ways in which people process conflict in the U.S.

CONTRAST/CONTEXT

EVALUATION OF A PERSONS CHARACTERISTICS ARE AFFECTED BY OTHER PEOPLES RECENT PERFORMANCE- HIGHER OR LOWER- WHO ARE IN SIMILAR POSITIONS.

HALO - OR HORNS EFFECT:

FORMING AN OVERALL IMPRESSION ABOUT AN INDIVIDUAL BASED ON A SINGLE CHARACTERISTIC

Giving more power to one party is an effective way of managing a collaborative approach to negotiation.

False

Negotiation is similar in all cultures, so once you have learned what is negotiable in one culture, you will be ready for other cultures.

False

The greatest bargaining disadvantage women have is that they fail to take a broad or "collective" perspective.

False

RECENCY EFFECT:

GREATER WEIGHT TO RECENT PERFORMANCE AND LESSER WEIGHT TO EARLIER PERFORMANCE

Systems theory helps us answer which question?

Hows does this work? Conflicts are seldom managed productively by attention to blame or casualty.

ZOPA

I offer the least amount I'm willing to pay for a car ( the highest I will give), the car dealer gives me a price they can accept ( the lowest they will take ). The lap between those two are the zone of potential agreement of the offer.

PRIMARY EFFECT:

INFORMATION PRESENTED EARLIER HAS MORE IMPACT ON IMPRESSIONS THAN INFORMATION PRESENTED LATER

When we feel extremely intense emotions during conflict, it is usually because we are experiencing a threat to which of the following elements of the TRIP ACRONYM?

Identity

Name the two issues that are the "drivers" of disputes (they underlie the other two issues during a conflict situation).

Identity; relational Explanation: At the core of conflict is a person's concept of who they are and how they want to be treated in relationships. Identity is who a person perceives themselves to be, and relational issues describe the way a person wants to be treated in a relationship.

Shuttle diplomacy

Keeping the parties separate and bringing messages back and forth. ( good when parties are unable to be in the same room together).

Tendency to give ratings that are overly high ( inflation ) this bias is called :

Leniency

THIRD PARTY SOLUTIONS FROM BOTTOM UP TEND TO INCREASE IN TERMS OF HOW MUCH PARTIES HAVE INPUT INTO THE SOLUTION OR AGREEMENT BEING MADE: I.E. COACHING WHICH IS AT THE TOP HAS MORE ABILITY FOR INPUT FROM BOTH PARTIES FOR THE SOLUTION AS OPPOSED TO THE LAST THING ON THE LIST CRIMINAL AND JUSTICE SYTEMS WHICH MEANS THAT YOU HAVE VERY LITTLE INPUT IN THE SOLUTION

MEMORIZE THIS

When you map your conflict on both ______ and _____ micro levels, you will be empowered to make more productive choices in the midst of the chaos.

Macro and Micro Levels

The art of changing peoples positions with the explicit aim of acceptance of a package put together by both sides, with the mediator as listener, suggestion-giver, the formulator of final agreements to which both sides have contributed.

Mediation

In adjudication do both parties enter the arbitration voluntarily?

NO they don't- in arbitration they do!

QUASI-JUDICIAL BODIES

OFFICIAL PARTIES THAT MUST INVESTIGATE AS A FOUNDATION FOR OFFICIAL ACTION

PROJECTION

PEOPLE ASSIGN TO OTHER CHARACTERISTICS OR FEELINGS THAT THEY POSSES THEMSELVES

THE DRAMA TRIANGLE ( HPV)

PERSECUTOR: THE BAD GUY THE HERO: SAVES THE DAY VICTIM: SAD PERSON --ANYONE CAN BE ANY ROLE! EVEN AT ONCE!

Information presented early has more impact on impressions than information presented later. This biased is called

Primacy effect

A newlywed couple was having trouble resolving their disputes. The husband felt like he was trying to solve the problems, but his wife did not take him seriously during the discussions because she would do something else while they were talking - laundry, redecorating, etc. They decided that they would have a "meeting" to discuss issues when they arose. The meeting would be a time where they would shut out all distractions and discuss the situation until a solution arose. What is the paramount goal in this situation?

Process Explanation :Although the couple has overlapping goals in the conflict, the primary goal is process. The couple was having more trouble resolving the conflict than with the other possible goals in the conflict

COACHING

SEEKS ADVICE ONLY

Someone who uses a systematic approach to communication is?

SYSTEMATIC: avoids emotions and focuses on specific details, brief speech, little vocal variety, even delivery.

ATTRIBUTION

TENDENCY TO UNDERESTIMATE SITUATIONAL FACTORS THAT MAY CONSTRAINT THE RATEE'S PERFORMANCE.

ANCHORING

THE PARTY MAKING THE FIRST REASONABLE OFFER SHOULD PREVAIL OVER HIS/HER BARGANAING PARTNER WHO MUST RESPOND IN THE RANGE SET BY THAT PARTY -- SET A FAKE ANCHOR! -- FRAME THE "DEAL" FRAME THE INFO IN YOUR FAVOR!

FACILITATION

TRIES TO HELP TWO PARTIES AGREE- INTERESTED IN PROCESS

Men initiate negotiations about four times as much as women.

TRUE

The assumption competitive negotiators take is generally "win-lose."

True

Which of the following is NOT true of competitive bargainers?

They will recognize and enhance interdependence.

Systems operate with circular casualty, what does this mean?

This is a concept that suggests that assigning a beginning is less important than looking at the sequence of patterns in the conflict process.

Adaptability is an important characteristic to have, especially when dealing with what type of goals?

Transactive goals -Adaptability is especially important when dealing with goals that are changing. Transactive goals are those that appear during a conflict. One must be adaptable to deal with this type of goal, which changes because of the communication transaction. See page 86 for more information.

PERSONAL BIASES

UNINTENTIONAL DISCRIMINATION BASED ON AGE, SEX, RACE, ETC.

ZOPA

ZONE OF POSSIBLE AGREEMENT -- SELLER WILL TAKE ANYTHING FROM 4,500-7 K -- BUYER WILL TAKE FROM 0(FREE)- 5,000 THE ZOPA IS THE 500 BUCKS BETWEEN 4.5K-5K!

3. Most expressed struggles are activated by what? a. a triggering event b. internal strain c. ambivalence d. conflicting internal dialogue

a. a triggering event Triggering events bring the conflict to everyone's attention, which activates the expressed struggle.

Charlie was angry with his roommate because he never cleaned up after he cooked. Charlie didn't say anything for a long time, hoping that his roommate would start cleaning up on his own. When Charlie finally realized that by not saying anything to his roommate he wasn't helping either of them, he took which step in the process of moving out of avoidance? a. assert yourself as a legitimate party b. recognize the mutual dependence and importance of the relationship c. allow solutions to merge from both parties d. use your own perspective to shape the conflict

a. assert yourself as a legitimate party --By reevaluating his own part in the situation, Charlie asserted himself as a legitimate party. He realized that his desire to have a clean kitchen was important if he and his roommate were to continue living together.

5. After listening to his roommate (who works in the same office with him) complain about his job for hours on end, Adam responds by saying, "if you're not willing to look for a new job, then don't complain to me about it." Adam is displaying which conflict style? a. competition b. collaboration c. compromise d. avoidance e. accommodation

a. competition Adam's statement is essentially a request for a change in his roommate's behavior. With this, Adam is showing his roommate how important the issue is to him. Adam is afraid that too much complaining might make him unhappy with the same job, and therefore displays competitive behavior.

2. According to the continuum of conflict management and resolution approaches, which of the following approaches has the highest level of coercion and the highest likelihood of a win-lose outcome? a. nonviolent direct action b. mediation c. conflict avoidance d. judicial decision e. arbitration

a. nonviolent direct action The continuum categorizes nonviolent direct action as an extralegal, coerced decision, thus having the highest coercion and likelihood of a win-lose outcome.

5. According to the book, which of the following is a list of general power currencies? a. resource control, interpersonal linkages, communication skills, and expertise b. money control, interpersonal linkages, communication skills, and expertise c. money control, attention to detail, communication skills, and expertise d. resource control, attention to detail, communication skills, and expertise

a. resource control, interpersonal linkages, communication skills, and expertise

4. Following from the previous question, Jim begins to realize that Susie, too, is acting because of her hurt from the relationship. Jim is now in which stage in the forgiveness process? a. the strand of empathy b. the strand of forbearance c. the strand of commitment d. the strand of truth

a. the strand of empathy Jim now understands that Susie is acting for the same reasons he did.

Collaborative conflict management requires:

all parties to give their best communication efforts.

Which of the following is NOT true of a competitive bargainer?

b. They will recognize and enhance interdependence. EXPL: A competitive bargainer assumes that that which one person gains, the other loses. They think of their choices as independent of other situations and other people.

Which of the following is NOT an example of using the XYZ formula to express anger? a. When you say I don't know anything about computers while I am using a new software program, I feel belittled. b. When you yell at me I tell all my friends about it. You'd better not do it again. c. When you don't listen to my comments after asking for them in class, I feel ignored and hurt. d. When you are late for date we set for the movies, I feel angry and unimportant.

b. When you yell at me I tell all my friends about it. You'd better not do it again. --The XYZ formula has three components: (1) when you do X, (2) in situation Y, (3) I feel Z. This formula is useful for communicating anger.

2. In a conflict situation, if you try to use your authority to make a decision in your favor, you are using which conflict style? a. avoidance b. competition c. compromise d. accommodation e. collaboration

b. competition In this situation, you are likely showing high concern for youself, but low concern for others. This display of concerns clearly represents a competitive conflict style.

5. Patience is a personal quality required of a mediator during which of the following stages of mediation? a. entry b. diagnosis c. negotiation d. agreements e. follow-up

b. diagnosis Although patience is a quality that comes in handy throughout the five stages of mediation, it is especially important during the observation and analysis stage.

1. Which of the following represents concerns in an effective system in descending order? a. rights, power, interest b. interests, rights, power c. power, rights, interests d. power, interests, rights

b. interests, rights, power In an effective system, power plays an important role, but is not emphasized as either the most or second most important concern. The emphasis in an effective system in placed on interests, with rights and power playing smaller but important roles.

3. Jim and Susie are getting a divorce, and have been going to court to obtain a custody settlement. Jim suddenly realizes that his fight for the children has more to do with hurting Susan than with the children's well-being (they both are good parents to the children). Jim is portraying which stage in the forgiveness process? a. the strand of empathy b. the strand of forbearance c. the strand of commitment d. the strand of truth

b. the strand of forbearance Jim is portraying clear thinking in this situation. Jim realizes that it does no good to seek revenge for Susie's wrongs.

Your down-coat company is having an usually large amount of business due to an extremely cold winter. Your boss expects you to keep up with your work, but won't allow overtime, due to cost-cutting throughout the company. You suggest that they hire another person, although you realize the large volume of business is temporary. When you discuss this with your boss, you both decide that your boss can help you temporarily, thus finding an inexpensive solution to your problem. This is an example of which communication pattern?

bridging EXP: When you spoke with your boss regarding the problem, you both invented a new option to meet the other side's needs - this is bridging

All of the following are effective ways for assessing a conflictg except:

determining which party is at fault

4. Which of the following statements was NOT made by someone reducing the power others have over them? a. "It doesn't matter that my boss isn't giving me a raise. I'll just put my eight hours in and try to enjoy the extra time I'll get to spend with my family." b. "It's OK that I'm not dating Jim anymore. There are other fish in the sea." c. "It doesn't matter that I can't be in the carpool anymore. I didn't like them anyway." d. "I know that my friends are having a party and not inviting me. I'm going to go to a family affair that is much more important anyway."

c. "It doesn't matter that I can't be in the carpool anymore. I didn't like them anyway." -One way to reduce power others have over you is to change your goals. This statement does not reflect a change in goals, only the emotions of hurt and anger that came from being excluded from the carpool.

Which of the following is NOT an example of reframing the statement, "He doesn't do anything right at work." a. He just came from another job where they do things differently. b. He is learning and taking classes on how to be a better manager. c. He is in the wrong profession. d. He is trying hard to concentrate on work, even though he has had some family problems.

c. He is in the wrong profession. -Reframing is looking for a constructive way to describe whatever is happening. The goal of reframing is to change perceptions and positions from being negative to being positive.

4. Which of the following is NOT an advantage of mediation? a. Mediation reduces the cost of protracted disputes. b. Mediation increases everyone's satisfaction with the outcomes of the dispute. c. Mediation allows the conflicting parties to be able to disagree on a settlement. d. Mediation enhances relationships among people. e. Mediation reduces the recurrence of conflict.

c. Mediation allows the conflicting parties to be able to disagree on a settlement. Mediation has a lot of advantages over other types of interventions. Mediation is the process of allowing the conflicting parties to come to their own settlement agreement.

3. Which of the following represents the formula for a relational theory of power (when A represents one person, B represents another person, P is power, and D is dependence)? a. PDB = DAP b. PBA = PAD c. PAB = DBA d. DBA = ABP

c. PAB = DBA -Power is based on one's dependence on resources that another person has. For example, person A has power over person B to the extent that B is dependent on A for goal attainment. Thus, the power (P) of person A over person B is subject to the dependence (D) that person B has on person A.

Which of the following is an example of a complaint, not a request? a. It would be helpful if you would clean up your dishes after cooking. b. When you don't clean up after yourself, I am embarrassed to bring company over. c. You are a slob in the kitchen. d. I want you to be considerate and realize that I need to use the kitchen too.

c. You are a slob in the kitchen. --A complaint is an expression of one's frustration and doesn't include a direct request for change.

According to the book, which of the following is NOT an acceptable way to respond to an uncooperative member of a conflict? a. You can decide to disengage, if you have the option to do so. b. You can appeal to a higher authority. c. You can "let loose" on the other person. d. You can use constructive confrontation.

c. You can "let loose" on the other person. --If a person is not responding cooperatively, one can pull out of the conflict, get help with the conflict, or choose to escalate the conflict in a constructive manner. "Letting loose" on another person is not considered constructive or effective. See pages 241 and 242 for more information.

Four people are in a carpool together. Three of the carpoolers are angry with Jim because he always comes up with an excuse for not driving. When they confront Jim, he explains his reasons for not driving (car problems, family problems, and no money for gas.) This is an example of a: a. disagreement b. bickering c. conflict d. debate

c. conflict Jim and the rest of the carpool need to work out this situation. The main distinction between conflict and the other three options above is that conflict requires that "something be done."

A small, tight-knit, western town usually has friendly town meetings to discuss city issues. However, one summer a tornado was threatening the town, and a town meeting was called to decide on what to do next. The meeting turned into a very vocal and aggressive conflict. The town decided to evacuate, the storm passed, and the town began to hold town meetings to deal with the aftermath. During the first meeting they held after the storm, there was no conflict or negative feelings. This is an example of which metaphor? a. conflict is a bargaining table b. conflict is a heroic adventure c. conflict is a tide d. conflict is animal behavior

c. conflict is a tide This story represents conflict as something that occurs more often or less often according to the situation. Thus, the metaphor of conflict as a tide is appropriate- there are "high" tides of conflict and "low" tides of conflict.

5. Accepting forgiveness is characterized by which of the following statements? a. Forgiveness is difficult to receive. b. To accept forgiveness, we must release the fear of retribution. c. Someone that accepts forgiveness begins to identify the self with more than past actions. d. Someone that accepts forgiveness no longer sees the one they hurt as a victim. e. All of the above

e. All of the above Accepting forgiveness is a difficult process. A person that accepts forgiveness is forced to revise the fear they feel, their perception of the self, and their perception of the one they hurt.

4. Adam was taking a public speaking class and was angry with his instructor. All of his friends were getting good grades except him, and they all told him that he made the best presentations. The instructor's evaluations of his presentations all stated that they were amusing, but were also an inadequate explanation of the topic. Adam asked his instructor why all his friends (all his friends in the class happen to be girls) were getting good grades and he was not. Adam thought he was learning to be a better speaker and that the instructor was biased towards the females, being one herself. However, Adam did not realize that there were other males in the class getting good grades. This conflict escalated because of a. incompatible goals b. scarce resources c. the perception of interference d. none of the above

c. the perception of interference Adam did think that the instructor's bias towards females was interfering with his progress towards good grades. Yes, the instructor was the only one who had control over the grading, but that was not the main problem. Adam just needed to explain his topic more thoroughly during his speeches.

From least to most developed, which of the following is the correct order for the action categories: (1) one-way directives or requests, (2) reciprocal communication with a balance of perspectives, (3) verbal collaboration with other, and (4) physical, noncommunicative methods?

d. 4, 1, 2, 3 EXPL:When a person's development begins they have little ability to compromise. As they develop they incorporate their own wishes, then those of the other, and finally the relationship between their wishes and the other's.

According to the book, which of the following statements represents a positive approach to conflict? a. There is one right way to resolve differences. b. Conflict should never be escalated. c. Conflict management should be polite and orderly. d. Conflict serves the function of "bringing problems to the table."

d. Conflict serves the function of "bringing problems to the table." When conflict arises, it reveals that there are problems and underlying issues to be solved. Once these issues are exposed, they can be dealt with. This represents a positive approach to conflict.

2. A new process has been initiated at work and your co-worker does not tell you about it. Your boss gets angry with you the following day for not using the new process. When you ask your co-worker why he didn't tell you about it, he says, "I thought you knew already. I'm sorry." Your co-worker is most likely: a. being sneaky and trying to get power illegitimately. b. denying the situation in which the power was communicated. c. exercising power. d. a & b e. b & c

d. a & b Your co-worker is probably not being sneaky, but is instead trying to exercise power in a destructive way by denying his involvement in the situation.

1. If you have a low level of concern for yourself and a low level of concern for another, you are representing which conflict style? a. competition b. collaboration c. compromise d. avoidance e. accommodation

d. avoidance A low concern for yourself and for another means that you are using low aggressiveness and low cooperation. These two communication patterns are represented by the avoidance conflict style.

3. Jerry, a junior in high school, is being pressured by his friends to drink a beer. Jerry, not wanting to drink the beer, says, "well, we need to either drink the beer or leave it for our parents!" Jerry is using which conflict style? a. competition b. collaboration c. compromise d. avoidance e. accommodation

d. avoidance Jerry begins to joke with his friends instead of directly engaging in the conflict. By doing so, he is also avoiding the topic at hand.

4. Jerry's parents, upon returning home from a movie, find that he has had a party while they were away. Jerry's father confronts Jerry and asks his mom to contribute her two-cents to the situation. Jerry's mom says, "The kids are growing up so fast. I can't believe it!" She demonstrates which conflict style? a. competition b. collaboration c. compromise d. avoidance e. accommodation

d. avoidance Jerry's mom, like Jerry, does not wish to confront the situation directly. By making a noncommittal remark, she is neither affirming nor denying the conflict itself. With this action, she is avoiding the conflict and her involvement in it.

5. The tone of a conflict is set by a statement such as "you always" or "you never." This describes which communication practice of the four horsemen of the apocalypse? a. contempt b. stonewalling c. defensiveness d. criticizing

d. criticizing Criticizing sets the tone for any conflict. When starting the conflict with the above statements, the conflict is likely to have a destructive effect.

2. In which of the following do the conflicting parties determine the solutions to their conflicts to a higher degree than they do in the other choices? a. conciliation b. arbitration c. counseling and therapy d. facilitation

d. facilitation In third-party interventions, sometimes the conflicting parties have no say in the outcome. Facilitation is the form of intervention listed where the parties make their own decisions.

2. Your best friend just told all your classmates something that you considered extremely private. You feel as though you can never trust your friend again. You are probably in which of the following stages of forgiveness? a. obsession b. confrontation of anger c. transcendence d. injured innocence

d. injured innocence If your friend has just done something hurtful, you are probably feeling a deep and personal injury that will affect your future relationship with your friend.

1. In which of the following situations is a third-party intervention appropriate? a. A couple is having problems agreeing on custody of their child, yet they don't want to go to a judge to decide the settlement. b. A group of fraternity men are being destructive with one another's property. c. Two girls are fighting over a doll and, unexpectedly, the doll is ripped in half. d. Co-workers were talking and realized they were being paid drastically different amounts of money for doing the same work. e. All of the above

e. All of the above Third-party intervention is a useful tool when the conflict between parties is too difficult to handle without help. Third parties can be an outside arbitrator, house-mother, parents, or a supervisor.

1. According to the list of stages in the forgiveness process, what is the chronology of the following statements, (1) "Why hasn't something like what happened to me happened to her," (2) "How would life be different if I forgave him," (3) "I can't believe this happened to me," and (4) "I made it through this experience and no longer harbor resentment?" a. 1, 2, 3, 4 b. 4, 3, 1, 2 c. 3, 2, 1, 4 d. 3, 1, 2, 4 e. None of the above.

e. None of the above. The forgiveness process is often placed into orderly steps. However, there is no "right order" to the process. Some people move forward and back throughout the steps described.

4. According to the lens model of conflict interaction, what is (are) important and present in all conflicts? a. communication behaviors b. communication metaphors c. perceptions of communication behaviors d. a & b only e. a & c only

e. a & c only Both communication behaviors and perceptions of communication behaviors are important and present in all conflicts.

Since gender studies have found that women tend to compromise more than men in conflict situations, the book suggests that women try to utilize which communication behavior most often? a. domination b. competitive behavior c. avoidant d. they suggest more compromises e. a wide range of communication behaviors

e. a wide range of communication behaviors Studies have shown that men and women exhibit some communication behaviors more often than others. However, the book does not suggest that women utilize a specific behavior, but instead suggests that one chooses from a wide range of communication behaviors when responding to a conflict.

3. A mediator plays which of the following roles during the mediation process? a. cheerleader b. researcher c. confronter d. scapegoat e. all of the above

e. all of the above A mediator needs an expansive set of skills throughout the mediation process. Each step in the process requires a different set of skills.

According to Wehr's Conflict Map, a judge's decision whether certain items are apportioned to one spouse in a divorce is an example of which resource for limiting and resolving conflict?

external limiting factors Exp: An example of an external limiting factor is a high authority who can intervene in a conflict and force a settlement. Although, initially, a judge might seem to be a neutral third party, he is making the decision for the couple. Because he makes the decision FOR the couple, the judge is an external limiting factor.

A university in the East is having money problems. The president of the university asked the departments to come up with some fundraising activities for the university. The science department explained their goals, "to establish an after-school science program to get elementary aged children interested in the field. The money collected from the program would alleviate our current monetary problem, and provide continuous funds over the years to the science department. We will bring our results to next semester's meeting to further develop our plan." The science department's goals are missing which characteristic of collaborative goals?

goals recognize interdependence. Explanation: The statements did not discuss how the science department's idea would affect the rest of the university. By starting an after-school program, other departments could be involved in numerous ways. The science department also failed to mention how making sure they have money would help the university-wide funding problem. See pages 92 and 93 for more information.

All of the following are key concepts to Systems Theory except:

individualism

According to the Wilmot-Hocker Assessment Guide, the question "What attitudes toward conflict do participants seem to hold?" helps clarify which of the following components?

orientation to the conflict EXP:Attitudes toward conflict often set the stage for how one responds to conflict. Attitude toward conflict is one of the first things to consider when assessing a situation.

Which of the following is NOT a method of assessing conflict patterns?

statistical analysis EXP: Conflict can be assessed in multiple ways, including observation, interviews, drawing coalitions, and metaphoric/dramatic analysis. These methods of assessment help one to better understand a conflict when viewing it from the outside. Conflicts are confusing and unpredictable, and thus must be studied individually to understand the participants and the situation.

Someone who uses a DIRECT approach to communication does what?

uses direct speech, doesn't stop to say hello,speaks quickly, formal speech.

Which of the following is not an example of a core personal issue?

values -Explanation: Core personal issues are those that underlie other issues; they are the foundation for how people think and interact in conflict situations. These core personal issues affect one's attitudes and values in conflict situations. See pages 65 and 66 for more information.

_______ are more likely than _______ to cover up anger.

women then men