BAMG 350 Chapter 10

9. Which conflict resolution behavior encourages parties to focus on the outcome? a. Documenting b. Perspective taking c. Smoothing d. Reaching out e. Focusing on interests

e. Focusing on interests

26. ________ conflict occurs when people are misinformed or interpret things differently. a. Values b. Task c. Process d. Relationship e. Information

e. Information

5. Some employees in an organization want to be on profits while others want to focus on doing the maximum good for the maximum number of people. What type of conflict is occurring here? a. Information conflict b. Task conflict c. Process conflict d. Relationship conflict e. Values conflict

e. Values conflict

36. When a third party facilitates a discussion using persuasion and logic, suggests alternatives, establishes each side's priorities, and suggests a nonbinding settlement, the process is called a. mediation. b. conciliation. c. distributive negotiation. d. integrative negotiation. e. arbitration

a. mediation.

8. Distributive negotiation is a. zero sum, meaning any gain for one party entails a corresponding loss for another. b. usually ineffective, regardless of the techniques applied by all parties involved. c. unscientific, so it is considered to generally be ineffective in all circumstances. d. better than integrative negotiation because it uses a win-win technique. e. None of these are correct

a. zero sum, meaning any gain for one party entails a corresponding loss for another.

25. Which conflict resolution strategy embodies a "we both win some and lose some" mindset? a. Compromising b. Avoiding c. Competing d. Accommodating e. Collaborating

a. Compromising

29. Which conflict resolution behavior entails writing down areas of agreement and disagreement to ensure common understanding and clear communication? a. Documenting b. Perspective taking c. Smoothing d. Reaching out e. Focusing on interests

a. Documenting

38. In the ________ stage of Glasl's model of conflict escalation, the disagreement is recognized, but both sides believe it can be resolved through discussion. a. hardening b. loss of face c. action over words d. debate e. images/coalitions

a. hardening

20. Which of the following is advised to effectively resolve conflicts in the workplace? a. Retaliating b. Expressing emotions honestly c. Meeting separately with people having conflict d. Demeaning the other party e. Winning at all costs

b. Expressing emotions honestly

13. Which of the following is NOT a characteristic of constructive conflict? a. It can energize behavior. b. It works best when people focus on emotions. c. It can stimulate new ideas. d. It can promote healthy competition. e. It can result in higher-quality decisions.

b. It works best when people focus on emotions.

10. Which conflict resolution behavior entails attempting to put yourself in the other person's position and understand that person's point of view? a. Documenting b. Perspective taking c. Smoothing d. Reaching out e. Focusing on interests

b. Perspective taking

14. What conflict management style is appropriate when more information is needed or when addressing the conflict has the potential to create more problems? a. Accommodating b. Competing c. Avoiding d. Compromising e. Collaborating

c. Avoiding

27. Which conflict resolution strategy entails pursuing one's interests without any regard for the other party's? a. Compromising b. Avoiding c. Competing d. Accommodating e. Collaborating

c. Competing

35. Which conflict resolution strategy embodies an "I win, you lose" mindset? a. Compromising b. Avoiding c. Competing d. Accommodating e. Collaborating

c. Competing

40. What conflict management style is often used to set a precedent? a. Compromising b. Avoiding c. Competing d. Accommodating e. Collaborating

c. Competing

32. Which type of negotiation occurs when any gain to one party is offset by an equivalent loss to the other? a. Mediation b. Conciliation c. Distributive negotiation d. Integrative negotiation e. Arbitration

c. Distributive negotiation

39. ________ conflict is destructive, and focused on emotions and differences between two parties. a. Values b. Information c. Dysfunctional d. Constructive e. Structural

c. Dysfunctional

15. Which conflict resolution strategy embodies an "I lose, you win" mindset? a. Compromising b. Avoiding c. Competing d. Accommodating e. Collaborating

d. Accommodating

3. __________ involves a third party in a negotiation to overcome a stalemate between the parties. a. Conflict escalation b. Integrative negotiation c. Distributive negotiation d. Alternative dispute resolution e. Game theory

d. Alternative dispute resolution

16. ________ conflict balances the interests of both parties to maximize mutual gains and the attainment of mutual goals. a. Values b. Information c. Dysfunctional d. Constructive e. Structural

d. Constructive

24. Which of the following is NOT a fundamental principle of integrative negotiation? a. Separate the people from the problem b. Insist on objective fairness criteria c. Invent options for mutual gain d. Focus on positions, not interests e. All of these are fundamental principles

d. Focus on positions, not interests

17. When a conflict begins to escalate, one of the best ways to prevent further escalation is to a. use hostile body language to indicate that you're not willing to be pushed around. b. instigate a shouting match but only if you're pretty sure you will win. c. intimidate the other party by acting more aggressively than they were expecting. d. react equivalently to the other party, and try not to overact. e. rally other people to your side

d. react equivalently to the other party, and try not to overact.

4. A primary source of conflict is __________, which can lead to information conflict. a. physiological needs b. excitement c. emotional needs d. uncertainty e. psychological needs

d. uncertainty

23. What does "BATNA" stand for, as it relates to conflict resolution? a. Before Arguing, Try Negotiating an Agreement b. Best Alternative To a Negotiated Agreement c. Biggest Advantage To Negotiating Anything d. By Afternoon, The Negotiator Adjourns e. Battered by Accelerating Tensions? Negotiate Away!

b. Best Alternative To a Negotiated Agreement

28. Which of the following is NOT a recommended conflict resolution behavior? a. Expressing emotions in an honest way b. Meeting separately with those involved in the conflict c. Creating solutions to the conflict d. Documenting areas of agreement and disagreement e. Encouraging the parties to focus on their common interests

b. Meeting separately with those involved in the conflict

19. When a third party builds a positive relationship between two parties, improves their communication, and facilitates their discussion, the process is called a. mediation. b. conciliation. c. distributive negotiation. d. integrative negotiation. e. arbitration

b. conciliation.

21. Conflicts of interest over the way the conflict will be handled occur due to ________ issues. a. psychological b. procedural c. ethical d. substantive e. cultural

b. procedural

1. A group of managers cannot agree on what next month's sales goals should be. The group is experiencing a. values conflict. b. task conflict. c. process conflict. d. relationship conflict. e. information conflict.

b. task conflict.

7. In the ________ stage of Glasl's model of conflict escalation, ultimatums are made and conflict escalation accelerates. a. together into the abyss b. threat as a strategy c. fragmentation of the enemy d. burn the unbelievers e. limited attempts to overthrow

b. threat as a strategy

33. The ill-advised conflict resolution approach called _________ involves arguing vigorously for one's own opinions and refusing to change the position, regardless of what will have to be sacrificed. a. retaliating b. winning at all costs c. demeaning the other party d. displaying anger e. avoiding the conflict

b. winning at all costs

6. __________ emotions can help to de-escalate conflict. a. Not expressing b. Angrily expressing c. Honestly expressing d. Excitedly expressing e. Loudly expressing

c. Honestly expressing

34. Which of the following is the chief advantage of arbitration? a. It doesn't require the use of a third party. b. It usually leaves both parties satisfied. c. It always ends with a settlement. d. It's faster than mediation. e. It's cheaper than mediation

c. It always ends with a settlement.

37. Acts of vengeance fall under which category of ineffective conflict resolution behaviors? a. Displaying anger b. Winning at all costs c. Retaliation d. Avoiding the conflict e. Demeaning the other party

c. Retaliation

18. Which conflict resolution behavior entails playing down the differences between the two sides? a. Documenting b. Perspective taking c. Smoothing d. Reaching out e. Focusing on interests

c. Smoothing

31. Among effective teams, relationship conflict tends to ________ toward the end of the project. a. remain the same b. decrease c. increase d. become nonexistent e. fluctuate

c. increase

12. Which conflict resolution behavior entails contacting the other party, making the first move, and trying to make amends? a. Documenting b. Perspective taking c. Smoothing d. Reaching out e. Focusing on interests

d. Reaching out

11. __________ conflict occurs across different hierarchical levels in the organization. a. Values b. Task c. Process d. Vertical e. Horizontal

d. Vertical

30. The collaborating strategy entails a _________ concern for one's own interests and a high concern for the interests of the other party. a. low b. variable c. fluctuating d. high e. moderate

d. high

22. The further a conflict escalates, the ___________ to reverse it. a. more opportunities there are b. more likely you will be able c. less challenging it will be d. more challenging it will be e. None of these are correct

d. more challenging it will be

2. Conflicts of interest about perceptions of fairness or trust occur due to ________ issues. a. security b. deep-level c. surface-level d. psychological e. physiological

d. psychological