Mgmt 391 Ch. 13

A technique that is effective in managing intrapersonal conflict is: a. role analysis. b. identification of natural conflict resolution style. c. personality inventory identification. d. understanding power networks.

a

All of the following are positive consequences of intergroup conflict except: a. decreased communication. b. decreased member detachment. c. increased task focus. d. increased group loyalty.

a

Conflict can be functional, or a positive force, in all of the following situations except: a. when it places the focus on the conflict itself and the parties involved. b. when it stimulates creativity out of a friendly rivalry. c. when it causes individuals or groups to better understand their contribution to the organization. d. when it motivates people to change.

a

In the context of conflict resolution,__________is delaying action on a conflict by buying time, usually by telling theindividuals involved that the problem is being worked on. a. administrative orbiting b. nonaction c. due process nonaction d. secrecy

a

In the context of negotiation,__________ is the approach in which the parties' goals are not seen as mutually exclusive, but the focus is on both sides achieving their objectives. a. integrative negotiation b. distributive bargaining c. resource expansion d. compromising

a

In which of the following situations can the avoiding style of conflict management be used? a. When an issue is trivial or more important issues are pressing b. When the benefits of resolution outweighs potential disruption c. When one perceives a chance of satisfying one's concerns d. When unpopular actions need to be implemented on important issues

a

In which of the following situations should the competing style of conflict management be used? a. When quick, decisive action is vital b. When others can resolve the conflict more effectively c. When issues seem tangential or symptomatic of other issues d. When issues are more important to others than to oneself

a

Interventions such as activating central authority and clarifying common interests are most appropriate for interpersonal conflicts in which of the following power networks? a. Equal versus equal b. High versus low c. High versus middle versus low d. Control versus autonomy

a

When a child gets sick at school, the parent often must leave work to care for the child. This would be an example of: a. interrole conflict. b. intrarole conflict. c. intersender conflict. d. intrasender conflict.

a

Which of the following is true of defining moments? a. They help people crystallize their values and serve as opportunities for personal growth. b. They create differences in values and ethics and can be a source of disagreement. c. They create healthy, constructive disagreements between two or more people. d. They occur when a person feels similar degrees of attraction and repulsion.

a

_________ is a withdrawal mechanism in which an individual's emotional conflicts are expressed in physical symptoms. a. Conversion b. Compensation c. Identification d. Displacement

a

_______is a tendency to display behavior inconsistent with, or even opposite of, a conventionally held concept. a. Stereotype reactance b. Displacement c. Role conflict d. Suboptimization

a

A dissatisfied customer feels that she has been defrauded by an individual salesperson. As a result, she confronts this salesperson angrily and demands a refund. Which form of conflict has occurred in this situation? a. Interorganizational conflict b. Interpersonal conflict c. Intergroup conflict d. Interrole conflict

b

A doctor asks a nurse to administer medication to a patient in a way that conflicts with the guidelines laid down by the hospital. This is an example of: a. interrole conflict. b. intrarole conflict. c. person-role conflict. d. social role conflict.

b

A negotiation approach where each party seeks to maximize its resources is called: a. recursive bargaining. b. distributive bargaining. c. spiral bargaining. d. collective bargaining.

b

A withdrawal mechanism that provides an escape from a conflict through daydreaming is known as: a. flight. b. fantasy. c. conversion. d. displacement.

b

The power not only to control emotions but also to perceive them is termed: a. self-awareness. b. emotional intelligence. c. disciplined empathy. d. perfunctoriness.

b

Two machine operators disagree over the cause of an equipment breakdown. One thinks that the machine was overworked, while the other thinks that the machine was being manhandled. This conflict is based on differences in: a. authority relationships. b. perception. c. values and ethics. d. needs.

b

When one's values conflict with his/her job demands, this is _________conflict. a. intersender b. person-role c. work-home d. intrasender

b

Your company specializes in manufacturing precast concrete products and has collaborated with another company for the ironworks. You receive a complaint on a building's door jams, which had in fact been installed by the company you have collaborated with. This situation illustrates a conflict based on: a. authority relationships. b. jurisdictional ambiguity. c. interdependence. d. status inconsistencies.

b

_______ is the ability to see life from another person's perspective. a. Jurisdiction b. Empathy c. Incumbence d. Suboptimization

b

_________ challenge individuals to choose between two or more things in which they believe. a. Moral dilemmas b. Defining moments c. Approach-avoidance conflicts d. Suboptimization situations

b

_________ is a personality trait in which a person ignores the interpersonal aspects of work and the feelings of colleagues. a. Conscientiousness b. Abrasiveness c. Extraversion d. Stereotype reactance

b

A conflict felt by middle managers where conflicting expectations are placed on the managers from their bosses and employees is termed as . a. suboptimization conflict b. control-autonomy conflict c. role conflict d. resource dependency conflict

c

A customer confronts a sales manager about a faulty product his organization sold to her. The sales manager tells her to file a complaint formally. She learns that she has to fill a complaint form which will be reviewed by the frontline staff and then passed on to the necessary authorities and that the whole procedure will take about 20-30 business days. In this scenario the company is using the technique of addressing conflicts. a. distributive bargaining b. administrative orbiting c. due process nonaction d. confrontation

c

An ineffective technique for dealing with conflicts where an attempt is made to label or discredit an opponent is referred to as: a. abusive competition. b. stereotype reactance. c. character assassination. d. administrative orbiting.

c

Conflict that occurs between teams in an organization is referred to as: a. intraorganizational conflict. b. interorganizational conflict. c. intergroup conflict. d. intragroup conflict.

c

Disagreements over wages and working conditions between a union and an employer are usually resolved through: a. strikes. b. changing union leaders and management personnel. c. negotiations. d. expending resources and giving everybody what they want.

c

In the context of defense mechanisms, the tendency of an individual to make up for a bad relationship at home by spending more time at the office can be categorized as a(n) . a. aggressive mechanism b. withdrawal mechanism c. compromise mechanism d. cooperative mechanism

c

The behavioral tendency associated with an equal versus equal power relationship is: a. negotiation. b. focussing on a win-win approach. c. suboptimization. d. making concessions.

c

The conflict that occurs between a company and a union during a strike is an example of: a. horizontal conflict. b. intragroup conflict. c. interorganizational conflict. d. line-staff conflict.

c

The mechanisms used by individuals to make the best of a conflict situation are considered: a. conversion mechanisms. b. cooperative mechanisms. c. compromise mechanisms. d. withdrawal mechanisms.

c

Which of the following are NOT structural factors in causing conflict? a. Goal differences b. Status inconsistencies c. Values and ethics d. Authority relationships

c

Which of the following defense mechanisms takes the form of aggressive behavior directed at someone else who is not the source of a conflict? a. Conversion b. Identification c. Displacement d. Fixation

c

You are supervising a work crew and you notice that the crew members have a high desire for conformity in the group. This behavior is repeatedly resulting in incorrect decision-making outcomes. In such a situation, you should: a. encourage territoriality in your work crew. b. develop trust within your work crew. c. stimulate functional conflict in your work crew. d. challenge crew members to choose between two or more things in which they believe.

c

A defense mechanism in which an individual continues dysfunctional behavior that will clearly not solve a conflict is known as: a. negativism. b. rationalization. c. displacement. d. fixation.

d

A key to recognizing a dysfunctional conflict is that: a. it arises from thinking of new ways to approach problems. b. it arises from someone challenging old policies. c. it is often cognitive in origin. d. it is often emotional or behavioral in origin.

d

A problem associated with the equal versus equal power networks is: a. control versus autonomy. b. role conflict. c. role ambiguity. d. covert fighting for positions.

d

As a manager, your ability to diagnose conflict as good or bad is contingent upon your looking at all of the following except: a. the issue. b. the parties involved. c. the context of the conflict. d. the occurrence of groupthink.

d

At a public hospital there is one doctor for neurology, one for cardiology, and another for orthopedics. The structural cause for conflict between these individuals would be: a. authority relationships. b. status inconsistencies. c. job interdependence. d. specialization.

d

EI is defined as: a. any situation in which incompatibility leads to disagreement or opposition between two or more parties. b. constructive agreement between two or more people. c. the negative side of emotional quality. d. the power to control one's emotions and perceive emotions in others.

d

One occasion in which managers should work to stimulate functional conflict is when: a. there has been a tendency to overuse the devil's advocate perspective. b. group members are not cohesive. c. there is only one source of conflict. d. there is an occurrence of groupthink.

d

Person-role conflicts: a. arise when a role sender requires an individual to perform contradictory or inconsistent roles. b. occur when individuals experience conflicts among the multiple roles in their lives. c. arise when a person feels similar degrees of attraction and repulsion towards two alternative courses of action. d. occur when individuals are expected to perform behaviors that clash with their beliefs or values.

d

The _________ style of conflict management is intermediate in both assertiveness and cooperativeness a. competing b. cooperating c. collaborating d. compromising

d

The key to managing conflict in a multicultural workforce is: a. to address the power distance issue. b. to bring each employee's skills and abilities at par with everyone else. c. to reduce interdependence among teams. d. to incorporate diversity training.

d

The________ strategy of conflict management is founded on the potential for win-win outcomes, honest communication, trust, openness to risk and vulnerability, and the notion that the whole may be greater than the sum of the parts. a. task-focused b. dual-concern c. competitive d. cooperative

d

To avoid dysfunctional conflicts in virtual teams, a manager should: a. make sure that face-to-face interactions are kept to a minimum. b. find out a good fit between the values of the individuals and the organization. c. make sure virtual team members have threaded discussions. d. ensure that the tasks of the virtual teams fit their methods of interacting.

d

Two departments in a university are engaged in a conflict because one had its budget cut. This is an example of conflict based on: a. jurisdictional ambiguity. b. interdependence. c. authority relationships. d. common resources.

d

When a person continually responds pessimistically to attempts at solving a problem, the person is displaying a defense mechanism called: a. identification. b. displacement. c. fixation. d. negativism.

d

When two departments are in conflict but are also facing a common threat, the ______ style of conflict management is most appropriate. A.competing b. accomodation c. compromising d. collaborating

d

Which of the following styles of conflict management results in both parties (persons or groups) to the dispute giving something up to reach an understanding? a. Collaborating b. Avoiding c. Accommodating d. Compromising

d

___________ is a competitive, or win-lose, approach to negotiations, in which the goals of one party are in direct conflict with the goals of the other party. a. Administrative orbiting b. Expanding resources c. Integrative negotiation d. Distributive bargaining

d