Chapter 10: Conflict and Negotiation Mgt 420 GCU
Being asked to accept a job transfer to another town in an undesirable location or to have one's employment with an organization terminated is an example of _____________ conflict. a) avoidance-avoidance b) approach-approach c) retreat-retreat d) avoidance-approach e) approach-avoidance
Ans: a LH
Two persons debating each other aggressively on the merits of two different proposed advertising campaigns is an example of __________. a) substantive intrapersonal conflict b) substantive group conflict c) emotional interpersonal conflict d) substantive interpersonal conflict e) emotional intrapersonal conflict
Ans: d LM
All of the following are considered levels of conflict EXCEPT: a) emotional conflict. b) interorganizational conflict. c) intergroup conflict. d) intrapersonal conflict. e) interpersonal conflict. Ans: a LE
a
__________ negotiation occurs when substance issues are resolved and working relationships are maintained or even improved. a) Effective b) Decisive c) Collaborative d) Conclusive e) Efficient Ans: a LM
a
A superficial and often temporary form of conflict resolution that leaves the situation open to future conflict over similar issues is known as ______________. a) Leniency b) Suppression c) Neglect d) Avoidance e) Tolerance Ans: b LM
b
__________ goals deal with outcomes that relate to the "content" issues under negotiation. a) Relationship b) Substance c) Object d) Discretionary e) Material Ans: b LE
b
__________ negotiation focuses on positions staked out or declared by the parties involved who are each trying to claim certain portions of the available pie. a) Integrative b) Distributive c) Good-faith d) Consolidating e) Process Ans: b
b
____________ is a type of conflict that is experienced as tension and motivates a person to take action to reduce feelings of discomfort. a) perceived conflict b) felt conflict c) distinct conflict d) manifest conflict e) apparent conflict Ans: b LH
b
When issues are more important to others than to yourself or when you want to build "credits" for use in later disagreements _______ may be used. a) collaboration and problem solving b) avoidance c) authoritative command d) accommodation e) compromise
d
Which type of conflict diverts energies, hurts group cohesion, promotes interpersonal hostilities, and overall creates a negative environment for workers? a) inappropriate conflict b) inconsistent conflict c) functional conflict d) dysfunctional conflict e) contradictory conflict Ans: d LM
d
All of the following are important behavioral foundations for gaining integrative agreements EXCEPT: a) the ability to separate the people from the problem in order to prevent emotional considerations from affecting the negotiations. b) the ability to focus on positions rather than interests. c) the ability to avoid making premature judgments. d) the ability to keep the acts of alternative creation separate from their evaluation. e) the ability to judge possible agreements on an objective set of criteria or standards. Ans: b
b
In __________, a neutral third party tries to engage the parties in a negotiated solution through persuasion and rational argument. a) arbitration b) mediation c) accommodation d) compromise e) ADR Ans: b
b
The __________ conflict management style involves being both cooperative and assertive. This style is characterized by trying to fully satisfy everyone's concerns by working through differences and finding and solving problems so that everyone gains. a) avoidance b) accommodation c) competition d) compromise e) collaboration Ans: e
e
Which of the following is not a common cause of conflict in organizations? a) Unresolved prior conflicts b) Resource scarcities c) Role ambiguities d) Structural differentiation e) Authoritative command Ans: e LM
e
Which type of negotiation takes place when one party is willing to make concessions to the other to get things over with? a) Indirect negotiation b) Hard distributive negotiation c) Direct distributive negotiation d) Integrative negotiation e) Soft distributive negotiation Ans: e
e
__________ conflict commonly involves supervisor-subordinate disagreements over resources, goals, deadlines, or performance results. a) Line-staff conflict b) Upright conflict c) Bureaucratic conflict d) Horizontal conflict e) Vertical conflict Ans: e LM
e
__________ conflicts occur when the communication of task expectations is unclear or upsetting in some way, such as a team member receiving different expectations from the leader and other members. a) Vertical b) Horizontal c) Line-staff d) Task e) Role ambiguity Ans: e LM
e
__________ is when conflict is expressed openly in behavior. a) felt conflict b) perceived conflict c) apparent conflict d) distinct conflict e) manifest conflict Ans: e LH
e
Because of a(n) ___________ problem, negotiations can break down, wherein the parties don't really talk to one another, at least not in the sense of making themselves truly understood. a) telling b) selling c) perceptual d) hearing e) cognitive Ans: a
a
Suppose that a manager responds to a disagreement between subordinates by saying: "I don't want to get in the middle of your personal disputes." This manager is using which conflict management style? a) Avoidance b) Authoritative command c) Accommodation d) Collaboration e) Unassertiveness Ans: a LM
a
The tendency in negotiations to stake out your position based on the assumption that in order to gain your way, something must be subtracted from the other party's way is known as a) the myth of the fixed pie. b) escalating commitment. c) overconfidence. d) the telling problem. e) the selling problem. Ans: a
a
Which of the following establishes the conditions from which conflicts are likely to develop? a) Conflict antecedents b) Perceived conflicts c) Manifest conflicts d) Felt conflicts e) Distinct conflicts Ans: a LE
a
Which type of conflict occurs between persons or groups at the same hierarchical level? a) Horizontal conflict b) Role conflict c) Vertical conflict d) Line-staff conflict e) Bureaucratic conflict Ans: a LM
a
Which type of negotiation focuses on the merits of the issues, and the parties involved try to enlarge the available pie rather than stake claims to certain portions of it? a) Integrative b) Distributive c) Good-faith d) Consolidating e) Process Ans: a
a
During a conflict situation Kyle is cooperative but unassertive with his employees. He tries to smooth over their differences but it only produces a false sense of harmony among them. Which type of conflict management style is Kyle using? a) Avoidance b) Competition c) Accommodation d) Compromise e) Collaboration Ans: c LH
c
If John and Jose are not able to recognize and respect cultural differences, they may contribute to the emergence of which type of conflict? a) constructive conflict b) functional conflict c) dysfunctional conflict d) appropriate conflict e) useful conflict Ans: c LM
c
The __________ process begins with a good understanding of the causes of conflict and recognition of the stage to which conflict has developed. a) conflict fortitude b) conflict reconciliation c) conflict resolution d) conflict judgment e) conflict determination Ans: c LM
c
When dealing with conflict situations in her department, Morgan emphasizes cooperation and assertiveness. Differences are worked through together so that everybody's concerns are addressed and everyone gains something in the end. Which conflict management style does Morgan use? a) Competition b) Avoidance c) Collaboration d) Accommodation e) Compromise Ans: c
c
When people are unclear about how their objectives or those of their teams fit with those being pursued by others, or when their objectives directly compete in a win-lose fashion, which of the following may be the cause of conflict? a) Unresolved prior conflicts b) Resource scarcities c) Domain ambiguities d) Structural differentiation e) Task interdependencies Ans: c LM
c
Which conflict management style involves being uncooperative and assertive? This style is characterized by working against the wishes of the other party, engaging in win-lose competition, and/or forcing things to a favorable conclusion through the exercise of authority. a) Avoidance b) Accommodation c) Competition d) Compromise e) Collaboration Ans: c LH
c
Which type of conflicts commonly involves goal incompatibilities, resource scarcities, or purely interpersonal factors? a) Bureaucratic conflicts b) Cross-diagonal conflicts c) Horizontal conflicts d) Hierarchical conflicts e) Vertical conflicts Ans: c LM
c
__________ goals deal with outcomes that relate to how well people involved in the negotiation and any constituencies they may represent are able to work with one another once the process in concluded. a) Process b) Substance c) Relationship d) Collaborative e) Statutory Ans: c LM
c
In the context of the stages of conflict, when the antecedent conditions become the basis for substantive or emotional differences between people or groups, the stage of __________ exists. a) felt conflict b) distinct conflict c) manifest conflict d) perceived conflict e) apparent conflict Ans: d LH
d
The dollar amount of a wage agreement in a collective bargaining situation is an example of a(n) __________ goal. a) emotional b) discretionary c) relationship d) substance e) article Ans: d LH
d
What occurs when a formal authority simply dictates a solution and specifies what is gained and what is lost by whom? a) Competition b) Avoidance c) Collaboration d) Authoritative command e) Compromise Ans: d LM
d
Continuing battles between U.S. businesses and their global rivals such as Ford versus Hyundai and AT&T versus Verizon are examples of which of the following? a) Interorganizational conflict b) Intergroup conflict c) Intrapersonal conflict d) Interpersonal conflict e) Substantive conflict
Ans: a LM
Which of the following statements about conflict is incorrect? a) Managers and team leaders should always avoid conflict since it creates a negative environment and destructive performance results. b) The manager or team leader may act as a mediator to resolve conflicts between other people. c) Managers and team leaders can spend considerable time dealing with conflicts. d) Managers and team leaders should be able to recognize situations that have the potential for conflict. e) Managers and team leaders should be able to deal with conflict situations in ways that will best serve the needs of both the organization and the people involved.
Ans: a LM
Samantha stated that she does not like her coworker, Mary. Samantha said, "Mary always rubs me the wrong way." Samantha is experiencing __________ conflict with Mary. a) substantive b) emotional c) indigenous d) rational e) impulsive
Ans: b LH
Conflict between functional departments such as marketing and manufacturing is a common example of __________. a) interpersonal conflict b) intergroup conflict c) intragroup conflict d) interorganizational conflict e) extra-organizational conflict
Ans: b LM
Which of the following involves interpersonal difficulties that arise over feelings of anger, mistrust, dislike, fear, resentment, and the like. a) Substantive conflict b) Emotional conflict c) Indigenous conflict d) Rational conflict e) Impulsive conflict
Ans: b LM
An example of _________ is being offered a higher paying job whose responsibilities entail unwanted demands on one's personal time. a) avoidance-avoidance conflict b) approach-approach conflict c) approach-avoidance conflict d) retreat-retreat conflict e) avoidance-approach conflict
Ans: c LH
Two persons continually in disagreement over each other's work attire is an example of __________. a) substantive intrapersonal conflict b) substantive group conflict c) emotional interpersonal conflict d) substantive interpersonal conflict e) emotional intrapersonal conflict
Ans: c LH
Conflict as it is experienced in the daily workplace involves at least two basic forms, ________ and _______. a) rational conflict and irrational conflict b) sanctioned conflict and ad-hoc conflict c) substantive conflict and emotional conflict d) bureaucratic conflict and personal conflict e) institutional conflict and rational conflict
Ans: c LM
The ability of union members and management representatives to work together effectively after a contract dispute has been settled reflects which of these goals? a) emotional b) discretionary c) relationship d) substance e) article
Ans: c LM
Use of cross-functional teams and task forces is one way of trying to minimize __________ and promote more creative and efficient operations. a) interpersonal conflict b) intragroup conflict c) intergroup conflict d) interorganizational conflict e) extra-organizational conflict
Ans: c LM
All of the following are examples of interorganizational conflict EXCEPT: a) disagreements between unions and the organizations employing the union members. b) disagreements between government regulatory agencies and the organizations subject to their surveillance. c) the battle between U.S. businesses and their global rivals. d) disagreements with members of another work team. e) disagreements between organizations and those who supply them with raw materials.
Ans: d LH
Which of the following is not considered a benefit of functional conflict? a) Functional conflict can bring important problems to the surface so they can be addressed. b) Functional conflict can cause decisions to be considered carefully. c) Functional conflict can cause decisions to be reconsidered to ensure that the right course of action is being followed. d) Functional conflict can decrease the amount of information used for decision making. e) Functional conflict can offer opportunities for creativity that can improve individual, team, or organizational performance.
Ans: d LH
Which of the following most commonly occurs in the context of the competition and rivalry that characterize firms operating the same markets? a) Shared organizational conflict b) Intraorganizational conflict c) Cross-organizational conflict d) Interorganizational conflict e) Extra-organizational conflict
Ans: d LM
If you are in a situation to make a choice between a valued promotion in your company or a desirable new job with another firm, you would be facing which type of conflict? a) retreat-advance b) avoidance-avoidance c) advance-retreat d) avoidance-approach e) approach-approach
Ans: e LH
Gaining truly integrative agreements rests on which set of factors? a) Friendly interpersonal relationships, constructive task roles, and good information b) Supportive attitudes, constructive behaviors, and good information c) Supportive attitudes and values d) Constructive plans and cooperative behaviors e) Good information, ethical values, and effective maintenance roles Ans: b
b
In a business class where team members are arguing over content choices for a PowerPoint presentation, it might help to remind everyone that the goal is to impress the instructor and get an "A" for the presentation and that this is only possible if everyone contributes their best. This is an example of which indirect conflict management strategy? a) Managed interdependence b) Appeals to common goals c) Upward referral d) Altering scripts and myths e) None of the above Ans: b LH
b
The negotiating pitfall of __________ occurs when people become committed to their demands and are reluctant to back down once the demands have been stated. a) the myth of the fixed pie b) escalating commitment c) overconfidence d) the telling problem e) the selling problem Ans: b
b
The type of negotiation that takes place when each party holds out to get its own way is called ______________ negotiation. a) soft distributive b) hard distributive c) direct distributive d) indirect e) integrative Ans: b
b
When negotiators believe that their positions are the only correct ones, the negotiation pitfall of ____________ occurs. a) the myth of the fixed pie b) escalating commitment c) overconfidence d) the telling problem e) the selling problem Ans: c
b
Which of these are the two important goals must be considered in negotiation? a) Substantive goals and emotional goals b) Substance goals and relationship goals c) Statutory goals and discretionary goals d) Interpersonal goals and intrapersonal goals e) Direct goals and indirect goals Ans: b
b
Which type of conflict management style involves being cooperative and unassertive? This style is characterized by letting the wishes of others rule, and smoothing over or overlooking differences to maintain harmony. a) avoidance b) accommodation c) competition d) compromise e) collaboration Ans: b LM
b
