Chapter 10
Which of the following is the chief disadvantage of arbitration?
At least one party is likely to be unhappy with the outcome.
________ conflict occurs due to personality differences.
Relationship
What emotions are most likely to fuel relationship conflict?
anger and frustration
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 embodies a "Nobody wins, nobody loses" mindset?
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
In a dysfunctional conflict,
no one is satisfied with the outcome.
Which of the following is an effective conflict resolution behavior?
none of these
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
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.
Which of the following arises due to interpersonal issues?
relationship 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
Distributive negotiation is
zero sum.
Conflicts of interest can occur over ________ issues, which include time, money, and physical resources.
. substantive
__________ involves a 3rd party in a negotiation to overcome a stalemate between the parties.
Alternative dispute resolution
What does BATNA stand for?
Best Alternative To a Negotiated Agreement
________ conflict is destructive conflict focused on emotions and differences between the two parties.
Dysfunctional
Which of the following is NOT true of negotiation?
It is fairly consistent across cultures
________ conflict is a disagreement about how to accomplish something.
Process
Which conflict resolution strategy embodies an "I lose, you win" mindset?
accommodating
Generating feelings of __________ helps to de-escalate conflict.
both empathy and sympathy
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
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 embodies a "we both win some and lose some" mindset?
compromising
Which type of negotiation occurs when any gain to one party is offset by an equivalent loss to the other?
distributive negotiation
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 collaborating strategy entails a _________ concern for your interests and a _________ concern for the interests of the other party.
high, high
The avoiding strategy entails a _________ concern for your interests and a _________ concern for the interests of the other party.
low, low
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 conflict resolution behavior entails playing down the differences between the two sides while emphasizing common interests?
smoothing
A group of managers cannot agree on what the next month's sales goals ought to be. The group is experiencing
task conflict
In the sixth stage of Glasl's model of conflict escalation, ________, ultimatums are made and conflict escalation accelerates.
threat as a strategy