OB CH10

Which conflict resolution strategy embodies an "I win, you lose" mindset? a. compromising b. avoiding c. competing d. accommodating e. collaborating

C

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

The avoiding strategy entails a _________ concern for your interests and a _________ concern for the interests of the other party. a. low, low b. low, high c. high, low d. high, high e. moderate, moderate

A

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 not overact. e. rally other people to your side.

D

Which acronym serves as a reminder that when you negotiate, you shouldn't accept an offer that is worse than what you'd get if didn't negotiate at all? a. NAACP b. ASVAB c. NIMBY d. BATNA e. SPECTRE

D

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 rather than positions

D

Which conflict resolution strategy embodies an "I lose, you win" mindset? a. compromising b. avoiding c. competing d. accommodating e. collaborating

D

Which conflict resolution strategy entails giving the other party what it wants? a. compromising b. avoiding c. competing d. accommodating e. collaborating

D

Which of the following arises due to interpersonal issues? a. values conflict b. task conflict c. process conflict d. relationship conflict e. information conflict

D

__________ involves a 3rd 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

In the seventh stage of Glasl's model of conflict escalation, ________, the opponent is no longer viewed as a person and slight personal damage is considered acceptable. a. together into the abyss b. threat as a strategy c. fragmentation of the enemy d. burn the unbelievers e. limited attempts to overthrow

E

What is the term for someone who investigates complaints and mediates fair settlements between aggrieved parties? a. euphonium b. odium c. autobahn d. ottoman e. ombudsman

E

When a third party is involved in a conflict and has the power to issue a binding settlement, the process is called a. mediation. b. conciliation. c. distributive negotiation. d. integrative negotiation. e. arbitration.

E

Which conflict resolution behavior reflects the fact that by focusing on the outcome, the root cause of the conflict is more likely to be addressed? a. documenting b. perspective taking c. smoothing d. reaching out e. focusing on interests rather than positions

E

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

Which of the following is NOT true of negotiation? a. It can involve more than two parties. b. The parties involved have different preferences regarding an issue. c. It is fairly consistent across cultures. d. It is primarily about compromise. e. The parties can be groups or individuals.

C

Which of the following is one of the four fundamental principles for integrative negotiation? a. insist on subjective fairness criteria b. focus on positions, not interests c. separate the people from the problem d. invent options for personal gain e. none of these

C

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

Generating feelings of __________ helps to de-escalate conflict. a. empathy only b. sympathy only c. both empathy and sympathy d. neither empathy nor sympathy e. empathy, sympathy, and telepathy

C

________ conflict is a disagreement about how to accomplish something. a. Values b. Task c. Process d. Relationship e. Information

C

Which of the following is the chief disadvantage of arbitration? a. At least one party is likely to be unhappy with the outcome. b. It's slower than mediation. c. There is a chance that the process will not end in a settlement. d. It's more expensive than mediation. e. Most arbiters don't really know what they're doing.

A

Conflicts of interest can occur over ________ issues, which involve perceptions of fairness, trust, or interest in participating. a. psychological b. procedural c. ethical d. substantive e. cultural

A

In the first 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

In the ninth stage of Glasl's model of conflict escalation, ________, extermination of the opponent at the price of self-extermination is considered acceptable. a. together into the abyss b. threat as a strategy c. fragmentation of the enemy d. burn the unbelievers e. limited attempts to overthrow

A

What conflict management style is often used to set a precedent? a. compromising b. avoiding c. competing d. accommodating e. collaborating

C

________ conflict occurs as a result of process features of the organization. a. Values b. Task c. Structural d. Relationship e. Information

C

Distributive negotiation is a. zero sum. b. usually ineffective. c. unscientific. d. better than integrative negotiation. e. none of these

A

Some employees feel that an organization should be focused on profits while others believe it should 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

Which of the following is an effective conflict resolution behavior? a. winning at all costs b. displaying anger c. avoiding the conflict d. demeaning the other party e. none of these

E

________ conflict occurs when people are uninformed, misinformed, interpret things differently, or disagree about what's relevant. a. Values b. Task c. Process d. Relationship e. Information

E

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

B

. In the eighth stage of Glasl's model of conflict escalation, ________, the goal becomes destruction and dissolution of the system. a. together into the abyss b. threat as a strategy c. fragmentation of the enemy d. burn the unbelievers e. limited attempts to overthrow

C

In a dysfunctional conflict, a. some but not all of the potential gains from the conflict are realized. b. neither party typically withdraws from communicating. c. negative feelings do not carry over after the conflict ends. d. negative feelings tend not to become separated from the initial issue. e. no one is satisfied with the outcome. ANSWER: e

E

In the fourth stage of Glasl's model of conflict escalation, ________, negative rumors are spread and stereotypes are formed as each side prepares for a fight and conducts a search for supporters. a. hardening b. loss of face c. action over words d. debate e. images/coalitions

E

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

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 rather than positions

A

Which conflict resolution strategy requires both sides to sacrifice something in order to end the conflict? a. compromising b. avoiding c. competing d. accommodating e. collaborating

A

________ conflict occurs due to perceived or actual incompatibilities in beliefs about what is right or wrong. a. Values b. Task c. Process d. Relationship e. Information

A

Research has shown that managers who have good conflict resolution skills __________ than managers who don't. a. quit less often b. fare no better in the workplace c. get more promotions d. get fewer promotions e. none of these

C

New Wakefield Hospital has only one portable X-ray machine. The emergency room staff claim to have the greatest need for the machine, but the surgeons in the operating room demand ready access to the machine. The conflict between these two groups is a result of a. differing process goals. b. resource constraints. c. differing values. d. excessive competitiveness. e. interpersonal differences.

B

The accommodating strategy entails a _________ concern for your interests and a _________ concern for the interests of the other party. a. low, low b. low, high c. high, low d. high, high e. moderate, moderate

B

The fifth stage of Glasl's model of conflict escalation, ________, marks the beginning of open and direct aggression intended to cause public shame to the opponent. a. hardening b. loss of face c. action over words d. debate e. images/coalitions

B

What does BATNA stand for? 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

What emotions are most likely to fuel relationship conflict? a. sadness and depression b. anger and frustration c. excitement and surprise d. happiness and joy e. none of these

B

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

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 rather than positions

B

Which conflict resolution strategy entails ignoring the conflict or denying that it exists? a. compromising b. avoiding c. competing d. accommodating e. collaborating

B

Which of the following is NOT a recommended conflict resolution behavior? a. expressing emotions b. meeting separately with the people in the conflict c. smoothing d. documenting e. reaching out

B

Which of the following is NOT one of the worst conflict resolution behaviors? a. retaliating b. expressing emotions c. meeting separately with the people in conflict d. demeaning the other party e. winning at all costs

B

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

B

________ conflict is a disagreement about what the goals should be. a. Values b. Task c. Process d. Relationship e. Information

B

_________ refers to arguing vigorously for your own opinions and refusing to change your position regardless of what you will have to sacrifice. a. Retaliating b. Winning at all costs c. Demeaning the other party d. Displaying anger e. Avoiding the conflict

B

Conflicts of interest can occur over ________ issues, which include time, money, and physical resources. a. psychological b. procedural c. ethical d. substantive e. cultural

D

In the second stage of Glasl's model of conflict escalation, ________, each side's opinion becomes polarized and emotions rise. a. hardening b. loss of face c. action over words d. debate e. images/coalitions

D

Often, people are unaware that they are in conflict until they recognize that they are __________ about something. a. happy b. excited c. forgetting d. very emotional e. delusional

D

The collaborating strategy entails a _________ concern for your interests and a _________ concern for the interests of the other party. a. low, low b. low, high c. high, low d. high, high e. moderate, moderate

D

The further a conflict escalates, the ___________ it is to reverse. a. more likely b. more fun c. easier d. harder e. none of these

D

Which of the following is NOT one of the four fundamental principles 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

By definition, __________ conflict occurs between groups at the same organizational level. a. values b. task c. process d. vertical e. horizontal

E

Conflicts of interest can occur over ________ issues, which involve the way the conflict will be handled. a. psychological b. procedural c. ethical d. substantive e. cultural

B

In the sixth 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

Which conflict resolution strategy embodies a "Nobody wins, nobody loses" mindset? a. compromising b. avoiding c. competing d. accommodating e. collaborating

B

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

Effective project teams tend to have _______ levels of relationship conflict that ______ toward the end of the project. a. high, increases b. high, decreases c. low, increases d. low, decreases e. moderate, fluctuates

C

In the third stage of Glasl's model of conflict escalation, ________, the idea that "talking no longer helps" emerges and the conflict begins to get destructive. a. hardening b. loss of face c. action over words d. debate e. images/coalitions

C

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

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

C

By definition, __________ conflict occurs across different hierarchical levels in the organization. a. values b. task c. process d. vertical e. horizontal

D

________ 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

. Which conflict resolution strategy embodies an "I win, you win" mindset? a. compromising b. avoiding c. competing d. accommodating e. collaborating

E

The compromising strategy entails a _________ concern for your interests and a _________ concern for the interests of the other party. a. low, low b. low, high c. high, low d. high, high e. moderate, moderate

E

Which method is being used when multiple groups discuss issues separately and then discuss them together to better synthesize different viewpoints into a common framework? a. the dialectical method b. the diabolical method c. the devil's advocate method d. the Delphi method e. the nominal group technique

A

The competing strategy entails a _________ concern for your interests and a _________ concern for the interests of the other party. a. low, low b. low, high c. high, low d. high, high e. moderate, moderate

C

The management department plans to grow based on several agreed upon goals, but department members can't seem to agree on how goals will actually be achieved. The management department is experiencing a. information conflict. b. task conflict. c. process conflict. d. relationship conflict. e. values conflict.

C

What a 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

What term refers to the process in which two or more parties make offers, counteroffers, and concessions in order to reach an agreement? a. integration b. distribution c. negotiation d. conflict e. none of these

C

Which conflict resolution behavior entails playing down the differences between the two sides while emphasizing common interests? a. documenting b. perspective taking c. smoothing d. reaching out e. focusing on interests rather than positions

C

Which type of negotiation is a win-win in which the agreement involves no loss to either party? a. mediation b. conciliation c. distributive negotiation d. integrative negotiation e. arbitration

D

________ conflict occurs due to personality differences. a. Values b. Task c. Process d. Relationship e. Information

D

Which conflict resolution strategy reflects a desire to give both parties what they want? a. compromising b. avoiding c. competing d. accommodating e. collaborating

E

Which of the following is NOT one of the four key areas of skill development suggested by professionals in conflict resolution training? a. communicating nonverbally b. questioning c. listening d. mediating e. avoiding

E

Which of the following is NOT true of conflict? a. It can be a creative force. b. It can end with people feeling better about something. c. It can impact company performance. d. It is influenced by emotions. e. It always entails at least some destruction.

E