MNGT 360 Chapter 10

Which of the following is an effective conflict resolution behavior? -retaliating -speaking separately to both parties -expressing emotions -demeaning the other party

expressing emotions

Research has shown that managers who have good conflict resolution skills __________ than managers who don't. -get fewer promotions -fare no better in the workplace -get more promotions -quit less often

get more promotions

By definition, ______________ conflict occurs between groups at the same organizational level. -horizontal -vertical -functional -process

horizontal

The further a conflict escalates, the ___________ it is to reverse. -more fun -more difficult -easier -simpler

more difficult

Acts of vengeance fall under which category of ineffective conflict resolution behaviors? -winning at all costs -retaliation -avoiding the conflict -demeaning the other party

retaliation

When resolving conflict, it is better to focus on positions than on interests. -True -False

False

In which conflict management style does each side sacrifice something in order to end the conflict? -compromising -competing -collaborating -avoiding

compromising

BATNA

-"best alternative to a negotiated agreement" -it is what you could have done had no negotiation took place -if BATNA is not compared to the agreement being negotiated, negotiators can make agreemends that are worse off than not making an agreement at all

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? -NIMBY -ASVAB -BATNA -SPECTRE

BATNA

In a conflict, what a person says matters more than how she says it. -True -False

False

Arbitration

Negotiating parites establish rules for the arbitrator, always results in a settlement

Although expressing one's emotions can be beneficial in other conflicts, it is better to suppress one's emotions entirely during negotiation. -True -False

True

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 -False

True

Conciliation

a third party builds a positive relationship between the parties

Mediation

a third party facilitates a discussion, makes suggestions that arent legally binding

Which conflict management style exhibits an "I lose / you win" mentality? -compromising -accommodating -collaborating -avoiding

accommodation

In which stage of Glasl's model of conflict escalation does one side get frustrated by debate and take action without consulting the opponent? -action over words -threat as a strategy -hardening -images and coalitions

action over words

__________ involves a 3rd party in a negotiation to overcome a stalemate between the parties. -Outsider leveraging -Large group negotiating -Alternative dispute resolution -none of these

alternative dispute resolution

In _____________, the third party has the authority to impose a settlement on the parties. -conciliation -mediation -arbitration -all of these

arbitration

Which conflict management style emphasizes problem solving and pursues an outcome that gives both parties what they want? -collaborating -competing -compromising -avoiding

collaborating

In which conflict management style does each side attempt to achieve its interests at the expense of the other's? -compromising -competing -collaborating -avoiding

competing

What term refers to conflict due to incompatible needs or competition over perceived or actual resource constraints? -conflicts of interest -process conflict -information conflict -structural conflict

conflicts on interest

What stage of Glasl's model of conflict escalation marks the beginning of open and direct aggression intended to cause the opponent's public defamation? -fragmentation of the enemy -loss of face -hardening -limited attempts to overthrow

loss of face

The accommodating style of conflict management reflects a ___________ concern for your own interests and a ________ concern for the interests of the other party. -low, high -high, low -high, high -low, low

low, high

In _________, an impartial third party facilitates a discussion using persuasion and logic, establishes each side's priorities, and suggests a settlement that does not have to be accepted. -dictation -mediation -conciliation -arbitration

mediation

Annihilation at any cost including personal destruction is characteristic of what stage of Glasl's model of conflict escalation? -fragmentation of the enemy -limited attempts to overthrow -action over words -together into the abyss

together into the abyss

Which conflict management style exhibits an "I lose / you lose" mentality? -collaborating -accommodating -compromising -avoiding

compromising

Distributive negotiation is _________ -zero sum. -never appropriate. -largely ineffective. -unscientific.

zero sum