OB Exam (Ch. 10)

Match the hint for choosing a negotiation method in the left column with the correct explanation on the right. Know who you are Manage outcome expectations Consider the other person's outcome Adhere to standards of justice Remember your reputation

- Those whose personalities have high levels of agreeableness are better at integrative negotiations. - Compare expected outcomes to the actual outcome. -Negotiate for your own interests but be aware of whether the other party is satisfied. - Outcomes and processes are perceived by all parties as fair so that none has an advantage. -Winning at all costs can have significant future costs.

Match the method of alternative dispute resolution in the left column with the correct explanation on the right. Facilitation Conciliation Peer Review Ombudsman Mediation Arbitration

-A third party informally urges parties to deal directly and constructively with each other -A neutral third party acts as a conduit between disputing parties when they refuse to meet face-to-face -A panel of trustworthy, objective coworkers who hear both sides and offer recommendations -A trusted person hears grievances confidentially and tries to arrange a solution -A trained, neutral 3rd party actively guides the disputing parties to explore innovative non-binding solutions -Disputing parties agree to accept the decision of a trained, neutral arbitrator in a formal, court like setting

Why should conflict not be avoided?

-Conflict will not go away even if avoided -Conflict avoidance can lead to the loss of a promotion -Conflict can escalate even if avoided.

Match the style of handling conflict in the left column with the correct description in the right column. Integrating Obliging Dominating Avoiding Compromising

-Cooperatively identify the problem, generate and weigh alternatives, select a solution -Smoothing it over by minimizing differences to please the other party -Ignores the other party's needs by relying on formal authority to force the solution -Passive withdrawal from the problem and suppression of the issue -Give and take, especially between peers or when they have opposite goals

Which of the following are anti-bullying strategies for groups and organizations?

-Developing a workplace bullying policy -Developing a system for reporting bullying -Providing conflict management training

Which of the following statements describe cyber bullying?

-Employees who experience it at work report distress the next morning. -Its effects last over time. -It is more common than face-to-face bullying.

If you were a manager trying to resolve a personality conflict, which of the following would be a constructive response to a personality conflict between two of your employees?

-Investigate and document the conflict -Follow company policies against discrimination -Refer the employees to HR specialists

What are some of the strengths of using the devil's advocacy method for programming functional conflict?

-It is useful for reality testing. -It produces more potential solutions than the dialectic method. -It develops critical thinking skills.

Drag and drop the examples against the corresponding characteristics of conflict. Change in tactics Number of issues grows Goals change Number of people grows Issues move from specific to general

-Parties move from persuasive arguments to threats and power plays -More issues that bother each party are added to the disagreement -Parties no longer want to resolve the problem, but to win or hurt the other -More people or groups are drawn into the conflict -Conflict widens from narrow and specific concerns to broader ones and even general intolerance of the other party

Match the conflict management style in the left column with a situation appropriate for its use in the right column. Integrating Obliging Dominating Avoiding Compromising

-Resources and commitment from others are needed to solve a common problem -You believe you may be wrong and preserving the relationship is important -An unpopular course of action is necessary -The potential dysfunctional effect outweighs the benefits of a solution -Goals are mutually exclusive or parties are equally powerful

Which of the following help avoid or reduce work-life conflict?

-Sharing domestic responsibilities with a spouse and other family members -Adopting a family-supportive philosophy in the workplace

Among the characteristics of escalating conflict are

-a change in tactics. -the number of issues grows. -the issues move from specific to general.

Bullying differs from other forms of incivility because it:

-affects even those who are not bullied -is most often evident to others -affects group dynamics and processes

In order to be successful at managing conflict, what techniques should managers utilize?

-creating a psychologically safe climate -becoming familiar with alternative dispute resolution methods -distinguishing between conflict states and conflict processes

Which of the following are approaches to resolving intergroup conflict?

-creating a psychologically safe climate -the contact hypothesis

Which of the following are characteristics of escalating conflicts?

-more negative attacks than meaningful exchanges -an increase in intensity -adopting stances that are difficult to justify

In what situations would the dominating style of conflict management be appropriate?

-when a quick decision is needed -when subordinates lack the expertise to make decisions -when an unpopular course of action is needed

List the protocol used in the collaborative interest-based approach to negotiation, starting at the top with the first step in the process.

1. Define and frame the issues and interests of the parties 2. Explain the respective interests 3. Explore ways to create value rather than claiming it 4. Generate and evaluate options based on the interests in step 1 5. Select the option that best fulfills the interests of all parties 6. Develop a plan of implementation

What method of dispute resolution is less expensive and more constructive than traditional approaches?

Alternative dispute resolution

What method of handling conflict uses an independent third party and avoids the costs of litigation and unilateral decision making?

Alternative dispute resolution (ADR)

What should you do to manage conflict successfully?

Be aware of various forms of incivility. Realize that not all conflict is bad. Keep a work-life balance.

What is it called when unwanted behavior occurs that is meant to harm someone who feels powerless to respond?

Bullying

The give-and-take style of resolving a negative conflict is:

Compromising

What is the energy created by the perceived gap between what individuals or groups want and what they are experiencing?

Conflict

True or false: Only individuals can demonstrate a dominating conflict-handling style.

False

True or false: When a worker incorrectly believes that a situation is unfair, a conflict does not take place.

False

True or false: Whether your own supervisor supports the idea of flextime is not important; as long as there is a company policy that does support it, employees will utilize it.

False

True or false: Deidra was turned over for a recent promotion that her best friend at work received instead. Now she is focused on moving to a different department and is completely ignoring her best friend. Deidra is demonstrating the dominating conflict-handling style.

False (Avoidance conflict-handling style)

True or false: The more members of different groups interact, the more intergroup conflict they will experience.

False (contact hypothesis suggests more members of diff. groups interact, less conflict experienced).

One of the methods used to solve conflicts among groups is called the contact _____

Hypothesis

Avoiding conflict is desirable when it does which of the following?

It allows you to refocus. It gives you more time to gather facts. It provides you with a way to change the setting of the conflict.

Which of the following are reasons one should avoid dysfunctional conflict?

It can grow worse with time. It can affect your job. It can lead to broken relationships.

What happens when conflict is allowed to continue in the workplace?

It escalates.

What have organizational behavior experts came to understand about conflict?

It has both positive and negative outcomes.

Which of the following are ways that incivility disrupts teamwork?

It undermines engagement. It undermines individual member performance. It undermines collaboration.

What is the main focus of the interest-based approach to negotiation?

Problem solving

True or false: Conflict in the workplace can lead to absenteeism and turnover.

True

True or false: Conflict is the energy created by the perceived gap between what we want and what we're experiencing.

True

True or false: One of the possible causes of incivility in the workplace is autocratic leadership.

True

True or false: Personality has been linked to satisfaction with negotiation partners, integrative negotiation success, and reaching final agreements quickly.

True

True or false: Wesley's boss at the Chuck Wagon restaurant expects that he will stay late to clean up the bar areas on Friday and Saturday nights. However, Wesley needs to be home to take over babysitting from his wife, who works a night shift. This is a work-life conflict.

True

True or false: High group cohesiveness can actually work against a team.

True (Enough-smooth run. Too much- off track).

What does a manager who must skip a long-scheduled family picnic in order to attend a special meeting at work experience?

Work-life conflict

A shared belief held by team members that the team is a safe place for interpersonal risk taking and that those who do will not be rejected or punished is:

a psychological safety climate

Dysfunctional conflict in the workplace commonly leads to which of the following?

absenteeism unionization turnover

What are two key factors that contribute to successful negotiation?

adhering to standards of justice managing outcome expectations

Establishing and enforcing clear consequences for those who engage in bullying is an example of an organization's

anti-bullying strategy.

Taking a break is a good way to regroup and recover your ____ in a negotiation.

balance

Useful methods for resolving conflicts include:

being open and honest bringing those in conflict together avoiding judgmental language

What is the best way for managers to prevent or deal with intergroup conflicts?

by creating psychologically safe climates

When responding to a personality conflict at work, it is critical to:

communicate directly with the other person

An opportunity to review and realign goals to serve the parties involved is a positive outcome of

conflict management.

Functional conflict is also referred to as _______ or cooperative conflict.

constructive

The idea that when members of different groups interact more often, there will be less conflict between the groups is the:

contact hypothesis

What are the three criteria to consider when determining what is and is not ethical during a negotiation?

content intent activity

When we ignore conflict, it is likely to:

continue or escalate

Which of the following are considered part of flextime?

creating deadline flexibility creating flexible scheduling creating workday flexibility

What are likely outcomes of HR policies and procedures that do not manage incivility?

damaged reputations anger and fear decreased job performance

The tool for creating programmed conflict that appoints a member of the group as a critic is ___ ___.

devil's advocacy

Which of the programmed conflict techniques assigns someone in an organization or group to identify potential issues or challenges with a proposed process?

devil's advocacy

The _____ method is used to foster a structured debate of opposing viewpoints prior to making a decision.

dialectic

Using a structured debate to foster opposing viewpoints prior to making a decision is the:

dialectic method

Which of the following are characteristics of a workplace characterized by too much conflict?

dissatisfaction eroding performance lack of teamwork

Conflict which threatens the interests of an organization is

dysfunctional conflict.

What is a lie of omission?

failing to reveal relevant information

When company policies enable employees to work from different locations, companies are using ___ ___.

flex space

Discrimination is legally considered harassment when it is based on which of the following?

gender race religion

What is the rationale behind the fact that groups tend to lie more often than individuals?

guilt being shared among members

What is discrimination called that is considered intimidating, hostile, or abusive when it is used against a protected class of people?

harassment

Incivility is any form of socially harmful behavior and it includes such actions as:

harassment aggression bullying

What are some examples of sexual harassment in a hostile work environment?

inappropriate touching explicit photos or emails repeated requests for dates

What can influence otherwise well-intentioned ethical negotiators?

incentives dysfunctional competition

Bullying and interactional injustice are forms of ____ .

incivility

Conflict management can be viewed as an opportunity to produce which positive outcomes?

innovation change goal alignment

What are ways that conflict can manifest itself in a work environment?

insults anger lack of cooperation

The style of conflict management described as confronting the issue cooperatively, identifying the problem, generating and weighing alternatives, and selecting a solution is:

integrating

A creative win-win approach that seeks mutual gain for all parties is _____ negotiation.

integrative

A progressive win-win strategy to find an agreement that is better for both parties and no longer divides a fixed pie among the parties is:

integrative negotiation

According to the contact hypothesis, what is the key to decreasing intergroup conflict?

interaction

Devil's advocacy has been shown by researchers to have the following advantages:

it makes better recommendations it develops more solutions it develops analytical skills and emotional intelligence

Identifying ahead of time what can throw you off balance in a negotiation is part of:

knowing your "hot buttons".

In resolving a conflict, using judgmental language:

makes people defensive

Bullying that uses the Internet and social ____ is known as cyber bullying, or virtual bullying.

media

A trained, neutral third party actively guides the disputing parties to a non-binding resolution in the alternative dispute resolution method known as:

mediation

What personal characteristic represents an individual's tendency to think and behave in ethical and unethical ways?

moral character

Which of the following are characteristics of functional conflict?

mutual respect consultative interactions attention to the issues

The collaborative decision-making process involving two or more parties with different preferences is:

negotiation

The failure to correct misperceptions or conceal the negotiator's own position or circumstance such as a conflict of interest is ______

nondisclosure

Interpersonal opposition based on personal disagreement is a(n):

personality conflict

What are some of the undesirable consequences of conflict at work?

project failures reduced productivity termination

What type of sexual harassment occurs when a manager or supervisor demands sex in exchange for a raise or other employment benefit?

quid pro quo

Employees who feel psychologically safe are more likely to:

speak up present their ideas

Why is it important to have a supportive supervisor when flextime is desired?

to ensure that your flextime can be used

Reducing conflict in the workplace is a significant and effective means of reducing employee ______.

turnover

Which of the following situations cause conflict in the workplace?

unclear roles and responsibilities personality differences poor management

Eliminating some of the opponent's alternatives, blaming the opponent for his own actions, and using personally abrasive statements are all part of the unethical negotiating practice known as:

weakening the opponent

When should you avoid conflict?

when the conflict has no value

What is the result when the demands from work and family domains are mutually incompatible?

work-life conflict

What type of conflict is most likely to be reduced if employees have a supportive family to share responsibilities at home?

work-life conflict

Which of the following are examples of negotiations that an employee may make with an employer?

working hours job location salary