Chapter 10 350
________ conflict occurs when people are uninformed, misinformed, interpret things differently, or disagree about what's relevant.
information
The compromising strategy entails a _________ concern for your interests and a _________ concern for the interests of the other party.
moderate, moderate
What emotions are most likely to fuel relationship conflict?
anger and frustration
In a dysfunctional conflict,
no one is satisfied with the outcome.
________ conflict occurs due to perceived or actual incompatibilities in beliefs about what is right or wrong.
values
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?
values conflict
While working for an organic deli, Jose discovers that most of the ingredients are not in fact organic. He's outraged and accuses Clara, the owner, of gross corruption. She calmly replies that if the customers can't tell the difference, then there's no reason why the deli can't use cheaper ingredients and save money.
values conflict
By definition, __________ conflict occurs across different hierarchical levels in the organization.
vertical
Often, people are unaware that they are in conflict until they recognize that they are __________ about something.
very emotional
_________ refers to arguing vigorously for your own opinions and refusing to change your position regardless of what you will have to sacrifice.
winning at all costs
Distributive negotiation is
zero sum
Sayid knows that when Shannon sees him, she's going to hound him about that French textbook he borrowed from her three months ago, so when he sees her coming he ducks into a bathroom.
Avoiding
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?
BATNA
Which of the following is the chief advantage of arbitration?
It always ends with a settlement.
Which of the following is NOT true of conflict?
It always entails at least some destruction.
Which of the following is NOT true of negotiation?
It is fairly consistent across cultures.
Which of the following is NOT true of constructive conflict?
It works best when people focus on their emotions.
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
Process conflict
Adjusting organizational design often reduces or eliminates structural conflict.
TRUE
Although expressing one's emotions can be beneficial in other conflicts, it is better to suppress one's emotions entirely during negotiation.
TRUE
Conflict can arise between a company and parts of its environment, such as suppliers and regulators.
TRUE
Conflict is a common occurrence in organizations.
TRUE
Which conflict resolution strategy entails giving the other party what it wants?
accommodating
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.
action over words
When a third party is involved in a conflict and has the power to issue a binding settlement, the process is called
arbitration
What a conflict management style is appropriate when more information is needed or when addressing the conflict has the potential to create more problems?
avoiding
Which conflict resolution strategy entails ignoring the conflict or denying that it exists?
avoiding
Which of the following is NOT one of the four key areas of skill development suggested by professionals in conflict resolution training?
avoiding
Which conflict resolution strategy embodies an "I win, you win" mindset?
collaborating
Which conflict resolution strategy reflects a desire to give both parties what they want?
collaborating
In the second stage of Glasl's model of conflict escalation, ________, each side's opinion becomes polarized and emotions rise.
debate
Which type of negotiation occurs when any gain to one party is offset by an equivalent loss to the other?
distributive negotiation
Which conflict resolution behavior entails writing down areas of agreement and disagreement to ensure common understanding and clear communication?
documenting
________ conflict is destructive conflict focused on emotions and differences between the two parties.
dysfunctional
By definition, __________ conflict occurs between groups at the same organizational level.
horizontal
Either too much or too little conflict may result in low performance.
TRUE
A colleague asks you to take her side in a dispute she's having with your manager, but since you don't want to endanger your own relationship with him, you refuse to get involved.
Avoiding
Even when two people disagree, conflict doesn't escalate unless one or both of the people experience emotions as a result of the disagreement.
TRUE
Integrative negotiation is generally better than distributive negotiation.
TRUE
Resolving conflicts of interest often increases creativity.
TRUE
Superordinate goals can result in decreased levels of conflict.
TRUE
Task conflict in organizations occurs when people disagree about what needs to be done.
TRUE
When resolving conflict, it is better to focus on interests than on positions.
TRUE
A group of managers cannot agree on what the next month's sales goals ought to be. The group is experiencing
Task conflict
Which conflict resolution strategy embodies a "Nobody wins, nobody loses" mindset?
avoiding
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
mediation
Which of the following is NOT a recommended conflict resolution behavior?
meeting separately with the people in the conflict
What term refers to the process in which two or more parties make offers, counteroffers, and concessions in order to reach an agreement?
negotiation
Which of the following is an effective conflict resolution behavior?
none of these
What is the term for someone who investigates complaints and mediates fair settlements between aggrieved parties?
ombudsman
Which conflict resolution behavior entails attempting to put yourself in the other person's position and understand that person's point of view?
perspective taking
Conflicts of interest can occur over ________ issues, which involve the way the conflict will be handled.
procedural
________ conflict is a disagreement about how to accomplish something.
process
Conflicts of interest can occur over ________ issues, which involve perceptions of fairness, trust, or interest in participating.
psychological
Which conflict resolution behavior entails contacting the other party, making the first move, and trying to make amends?
reaching out
When a conflict begins to escalate, one of the best ways to prevent further escalation is to
react equivalently to the other party and not overact.
________ conflict occurs due to personality differences.
relationship
Which of the following arises due to interpersonal issues?
relationship conflict
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
resource constraints
Acts of vengeance fall under which category of ineffective conflict resolution behaviors?
retaliation
Which of the following is one of the four fundamental principles for integrative negotiation?
separate the people from the problem
Which conflict resolution behavior entails playing down the differences between the two sides while emphasizing common interests?
smoothing
________ conflict occurs as a result of process features of the organization.
structural
Tommy, a marketer for a test prep company, always tries to enroll as many students as possible in each class, because his yearly bonus is based on sales. This angers Iris, a teacher, whose yearly bonus depends on her average student ratings, because she gets better ratings with smaller classes.
structural conflict
Conflicts of interest can occur over ________ issues, which include time, money, and physical resources.
substansive
________ conflict is a disagreement about what the goals should be.
task
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?
the dialectical method
In the sixth stage of Glasl's model of conflict escalation, ________, ultimatums are made and conflict escalation accelerates.
threat as a strategy
In the ninth stage of Glasl's model of conflict escalation, ________, extermination of the opponent at the price of self-extermination is considered acceptable.
together into the abyss
Which conflict resolution strategy embodies an "I lose, you win" mindset?
accommodating
What does BATNA stand for?
Best Alternative To a Negotiated Agreement
When the work group needs to select a font for their PowerPoint presentation, Jim proposes Arial. In response, Melissa launches into an impassioned seven minute monologue proclaiming Helvetica the most amazing font ever. The truth is, Jim couldn't care less what font they use, so Helvetica it is.
Accomodating
__________ involves a 3rd party in a negotiation to overcome a stalemate between the parties.
Alternative dispute resolution
Which of the following is the chief disadvantage of arbitration?
At least one party is likely to be unhappy with the outcome.
Hillary wants to use the car on Saturday to go to a party, but Chad wants to use the car to go to a different party. Before the fight can escalate, Hillary asks Chad where his party is. It turns out that the two parties are within walking distance of each other, so Hillary and Chad take the car together.
Collaborating
Jerry wants to go to Las Vegas for vacation, while his wife Erica wants to see Europe. Erica asks Jerry why he wants to go to Vegas, and it turns out all he really cares about is gambling there. Erica proposes that they go to Monte Carlo, a well-known gambling destination in France.
Collaborating
Leona doesn't want to fall for any of the used car salesman's tricks, so she tells him that if he doesn't sell the car for $9,000 then she'll take her business elsewhere.
Competing
Pranav and Zora are venture capitalists. When they can't agree on which of two projects to invest in, they meet in the middle and invest half as much in both.
Compromising
________ conflict balances the interests of both parties to maximize mutual gains and the attainment of mutual goals.
Constructive
13. Union-management relationships are a classic example of horizontal conflict.
FALSE
In a conflict, what a person says matters more than how she says it.
FALSE
Negotiators are not allowed to reject the proposed resolution of a conciliator.
FALSE
The competing conflict management style usually involves friendly interactions.
FALSE
The results of arbitration are legally binding.
FALSE
Third-party conflict mediators usually come from inside the organization.
FALSE
When mediating a conflict, you should ask leading questions.
FALSE
Generating feelings of __________ helps to de-escalate conflict.
both empathy and sympathy
Which of the following is NOT one of the worst conflict resolution behaviors?
expressing emotions
Which of the following is NOT one of the four fundamental principles of integrative negotiation?
focus on positions, not interests
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?
focusing on interests rather than positions
In the eighth stage of Glasl's model of conflict escalation, ________, the goal becomes destruction and dissolution of the system.
fragmentation of the enemy
Research has shown that managers who have good conflict resolution skills __________ than managers who don't.
get more promotions
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.
hardening
The further a conflict escalates, the ___________ it is to reverse.
harder
What conflict management style is often used to set a precedent?
competing
Which conflict resolution strategy embodies an "I win, you lose" mindset?
competing
Which conflict resolution strategy entails pursuing one's interests without any regard for the other party's?
competing
Which conflict resolution strategy embodies a "we both win some and lose some" mindset?
compromising
Which conflict resolution strategy requires both sides to sacrifice something in order to end the conflict?
compromising
When a third party builds a positive relationship between two parties, improves their communication, and facilitates their discussion, the process is called
conciliation
The collaborating strategy entails a _________ concern for your interests and a _________ concern for the interests of the other party.
high, high
The competing strategy entails a _________ concern for your interests and a _________ concern for the interests of the other party.
high, low
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.
images/coalitions
When Sara unexpectedly quits without a word of explanation, her coworkers ask Daniel, her manager, why she left. Corporate policy prohibits him from giving the reason, and he says as much. This causes her coworkers to suspect that she was pushed out for shady reasons, and tensions in the office rise. The truth is, Sara moved away to care for her ailing mother.
informational conflict
Which type of negotiation is a win-win in which the agreement involves no loss to either party?
integrative negotiation
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.
limited attempts to overthrow
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.
loss of face
The accommodating strategy entails a _________ concern for your interests and a _________ concern for the interests of the other party.
low, high
Effective project teams tend to have _______ levels of relationship conflict that ______ toward the end of the project.
low, increases
The avoiding strategy entails a _________ concern for your interests and a _________ concern for the interests of the other party.
low, low
