CH11

True or false: Conflict cannot be encouraged by the structure of an organization.

False

In the context of conflict management styles, a(n) _____ is most likely to try a win-lose approach to conflict resolution, especially if he or she is personally involved in the conflict.

competitor

Which of the following is the main approach to the lose-lose strategy?

compromise

Which of the following statements is true of low conformers?

They think independently and solve problems creatively.

The solution to values conflicts is that people need to _____.

develop a higher tolerance toward values differences

Negotiation-of-selves conflicts erupt over _____.

differences in self-definition

Which of the following is a source of values conflict?

disagreement over basic beliefs

To make envious people less problematic, one must _____.

discuss the issue with one's manager

In the context of solutions to a conflict, a strategy in which everyone sacrifices something and focuses on reaching an understanding is called a _____-_____ strategy.

lose-lose

In the context of special conflict cases, individuals who think independently, solve problems, and often cause some conflict in the process are most likely _____.

low conformers

Which of the following steps is most likely to elicit meaningful feedback from a passive person?

making statements to help break the tension

The key to the success of a win-win strategy is to _____.

meet the needs of as many sides as possible

In the context of the styles of conflict management, a conflict manager who is a "competitor"

might use the lose-lose style to resolve an issue.

Conflict that is part of the process of defining oneself to others and responding to their implied definitions of themselves is known as _____.

negotiation-of-selves conflict

Which conflict erupts over differences in self-definition?

negotiation-of-selves conflict

_____ are most likely to want what other people have, to the extent of feeling ill will toward the people who have it.

Envious people

To make passive, unresponsive people less problematic, one must _____.

ask open-ended questions

A sniper is a person who _____.

attacks others from behind their back to make them look bad

In order to make sure that a conflict does not lose focus, a conflict manager must _____.

find out what is at stake

One of the ways in which a manager can make whiners and complainers less problematic is by _____.

participating in repeated reality checks with them

Which of the following conflicts is most likely to occur when a member of a group breaks its rules, or norms?

person-versus-group conflict

The focus tends to be personal on both sides in a(n) _____.

person-versus-person conflict

A characteristic feature of avoiders is that they _____.

presume that a conflict should be left only to the people involved

According to the Thomas-Kilmann Conflict Model, which style has the highest respect for mutual support?

problem-solving style

People in the workplace who are always unhappy and who scrutinize their issues constantly are known as _____.

whiners and complainers

_____ conflict occurs when disputes arise among group members, and they pick sides and divide into factions within the existing group.

Intragroup

_____ are most likely agreeable and easygoing on the surface and tend to express their anger silently and indirectly.

Passive people

Which of the following tips should be considered to tackle a Grinch and the gossip at workplace? (Check all that apply.)

Set formal expectations for work Demonstrate good behavior Remain positive

In which of the following ways does the arbitrary approach of the win-lose strategy work?

The conflict manager decides which side is right and which is wrong, then considers the issue to be resolved.

According to the styles of conflict management, someone who circumvents conflict by engaging in positive thinking is known as a(n) _____.

accommodator

Which of the following factors is typically involved in a content conflict?

argument over the existence of an idea

A conflict manager who steers clear of conflict and values neutrality highly is called a(n) _____.

avoider

A person can deal with an envious co-worker by _____.

avoiding destructive conflict with the envious co-worker

The intensity of envious behavior can be reduced by _____.

building up the self-esteem of the envious person

Unlike intragroup conflict, a feature of person-versus-group conflict is that it _____.

can involve someone who is not a member of the group

A manager at a bank believes that the bank's hiring budget should be increased so that experienced employees can be hired. Another manager disagrees with her and believes that hiring costs should be reduced. He suggests recruiting talented but inexperienced employees who will accept lower salaries. A conflict manager helps them work together to come up with a plan that allows them to hire both experienced and inexperienced people without increasing their budget. In the context of the styles of conflict management, the conflict manager in this scenario is a(n)

collaborator

During conflict management, someone who brings both sides together for discussion toward a win-win solution is known as a(n) _____.

collaborator

Krista is a conflict manager at Armitage Tech. She tends to focus on helping people reach agreements and work together instead of focusing on the issue that caused the conflict. She believes it is important for all parties in a conflict to maintain good relationships while they work to achieve their basic goals during the conflict resolution process. In the context of the styles of conflict management, Krista is a(n)

compromiser

In the context of styles of conflict management, _____ use their expertise to merge differences and form a workable alternative.

compromisers

In the context of conflict management, the question "What relationship does this dispute have with other disputes between the individuals or groups involved?" analyzes the _____.

connection with other issues

Michael has an argument with his supervisor over certain responsibilities assigned to him. He contends that the wording of his contract is ambiguous and believes that the duties assigned to him are not part of his job description. In the context of the sources of conflict, in this scenario, Michael's disagreement with his supervisor is an example of

content conflicts.

A _____ is a person at workplace who is cynical, irritable, cranky, sulky, or unpleasant, every day.

grinch

Dennis has received two job offers with attractive employee benefits. He finds it difficult to choose one of the two offers as both are equally good. Identify the conflict that Dennis is facing.

inner conflict

Jennifer, an environmental lawyer, has job offers from two prestigious law firms. The job profile at one firm fits her educational background and will help her fulfill her desire to protect the environment. On the other hand, she is being offered a higher compensation package at the other firm for a completely different job profile. Jennifer is unsure whether to pursue her dreams or opt for a higher salary. In the context of types of conflict, Jennifer is most likely experiencing _____.

inner conflict

A conflict factor built into the structure or the policies of an organization results in a(n) _____.

institutionalized conflict

War is a drastic example of _____ conflict.

intergroup

Which of the following conflict resolution strategies produces unhappy people on both sides of an issue?

lose-lose strategy

Conflict that involves two people who are in disagreement over personality differences, values conflicts, loyalties, or any number of issues is known as _____ conflict.

person-versus-person

Rodin and Ian work in the marketing team of their company. Rodin considers Ian a red tape bureaucrat, while Ian considers Rodin unethical. They often have trouble working together on the same projects. The conflict between Ian and Rodin can be described as

person-versus-person conflict

In the context of solutions to a conflict, a feature of the win-lose strategy is that it _____.

produces a negative, side-taking mentality

A characteristic feature of competitors is that they _____.

seldom pick a win-win solution, and the principles of teamwork are unfamiliar to them

A feature of compromisers is that they _____.

tend to see agreement as more important than the issue itself

The democratic vote approach is not as effective in resolving conflicts in organizations as it is in the political system because

the majority vote leaves a minority of unhappy people without any real recourse.

The main approach in the lose-lose strategy is _____.

to have everyone live with the decision without getting what they want

The _____-_____ strategy permits one side of a conflict to win at the expense of the other.

win-lose

Which of the following conflict resolution strategies uses democratic vote as a method to resolve conflicts?

win-lose strategy

Match the following styles of conflict management in the left column with the corresponding features in the right column.

Accommodator: This management style may cause the people involved to feel that they are not being taken seriously. Collaborator: This management style is most likely to bring about a win-win solution

_____ refers to conflict that usually focuses on disagreements over the meaning of statements or concepts.

Content conflict

Match the following terms in the left column with the corresponding feature in the right column.

Functional conflict: Constructive conflict Dysfunctional conflict: Destructive conflict

Which of the following statements best describes a conflict manager who is a "competitor?"

He or she is someone who is most likely to try a win-lose approach to conflict resolution.

Identify a way to combat snipers at workplace.

Hold a pre-meeting with them, before the team assignment, to discuss issues

_____ is conflict within an individual, which may involve values, loyalties, or priorities.

Inner conflict

_____ conflict occurs when already-established groups have disagreements with each other.

Intergroup

Which of the following is a characteristic of the win-win strategy of conflict resolution?

This strategy leads to a solution in which both sides feel that they have come out on top.

True or false: A way to categorize conflicts is by viewing them as either functional or dysfunctional, that is, either constructive or destructive.

True

True or false: In the context of content conflict, the rightness of an idea usually focuses on one of two factors: existence or meaning.

True

The management of a firm can deal with low conformers by _____.

supporting them when others are overly critical

In the context of solutions to a conflict, a strategy that results in a solution in which both sides believe that they have come out on top is known as a(n) _____ strategy.

win-win

_____ occurs when a decision has to be made when one set of values is clashing with another.

Values conflict