MOB 10

6. Nancy and Mary are in the same sorority. Nancy is running for the university's student government treasurer position. Mary says, "I'll never vote for her, whether she is my sister or not." Mary is experiencing what kind of conflict? a. interpersonal b. intergroup c. intrapersonal d. interdependent

a) Medium/Application

28. The accommodation conflict handling style is a. cooperative and unassertive. b. uncooperative and unassertive. c. cooperative and assertive. d. uncooperative and assertive.

a) Medium/Comprehension

66. Which of the following statements regarding the arbitration-mediation approach is INCORRECT? a. Agreements between the two parties are less likely to occur with an arbitration-mediation approach than a mediation-arbitration approach. b. In the arbitration-mediation approach, the arbitrator makes a decision and then places it in a sealed envelope while the mediation progresses. c. The arbitration-mediation approach begins with both sides formally presenting their cases to the arbitrator. d. The mediation-arbitration approach is a more common approach than the arbitration-mediation one.

a) Medium/Evaluation

67. Which of the following statements regarding ethics and negotiations is INCORRECT? a. Hardball negotiation tactics are fair game; the goal after all is to "get" all you can. b. If you try to destroy one party in negotiating, that party may return the favor at a future date. c. A party who feels you are being unfair will be less likely to make concessions. d. A party who feels you are dishonest may refuse to negotiate with you at all.

a) Medium/Evaluation

47. All of the following statements are correct with regard to determining your BATNA EXCEPT a. The party with the best BATNA is in the best negotiating position. b. You must determine your own BATNA but there is little you can do with regard to the BATNA of the party with whom you are negotiating. c. Assessing the best alternative to a negotiated agreement assists you in deciding whether to accept an offer. d. The reason you negotiate is to obtain something better than what you would obtain without negotiating, so know your alternatives.

b) Difficult/Evaluation

20. Which of the following statements regarding conflict and its cures is INCORRECT? a. A bureaucratic organizational structure can lead to conflict between high and low power people. b. To avoid conflict in communication, focus on the person, not behavior or its effects. c. Conflict can be dysfunctional in an organization if it is excessive. d. Consideration of a broader range of ideas is a positive outcome of conflict in the organization.

b) Difficult/Synthesis

23. If two marketing groups within a firm's marketing department are vying against each other for a larger percentage of the budget, which option that the marketing manager could consider to manage the organizational conflict would be MOST effective? a. Take a majority vote on what the two departments feel is the best budget allocation. b. Focus the attention of the two groups on a common "enemy" such as another firm that that they compete with for business. c. Change the composition of the two departments. d. Restructure the entire department so that teams are no longer used.

b) Difficult/Synthesis

44. The investigation phase of the negotiation process involves a. understanding what your alternatives are. b. gathering information. c. making concessions. d. agreeing on terms.

b) Easy/Comprehension

24. The conflict handling style that is uncooperative and unassertive is a. compromise. b. avoidance. c. accommodation. d. competition.

b) Easy/Knowledge

5. Conflict between two individuals such as coworkers is a. intrapersonal conflict b. interpersonal conflict. c. intergroup conflict. d. interdepartment conflict.

b) Easy/Knowledge

61. Mediation is a. the process of bringing in a third party who has the authority to act as a judge and will make a binding decision. b. the process where a third party enters the situation with the goal of assisting the parties to reach an agreement. c. the process whereby two or more parties work toward an agreement. d. the process that involves people disagreeing.

b) Easy/Knowledge

38. Research shows that when confronted with a conflict situation, subordinates are most likely to use all of the following conflict handling styles EXCEPT a. compromising b. forcing c. avoiding d. accommodating

b) Medium/Analysis

55. Which of the following is NOT a recommended step in negotiating a higher salary for yourself? a. Overcome your fear. b. Begin aggressively. c. Get the facts. d. Listen more than you talk.

b) Medium/Analysis

56. Which of the following is NOT a common mistake in negotiations? a. Letting your ego get in the way. b. Deciding to negotiate. c. Having unrealistic expectations. d. Getting overly emotional.

b) Medium/Analysis

33. Maris Manufacturing is a unionized company producing customized metal units for the appliance and medical equipment industries. Each contract negotiation is a contentious affair for the union and management. However, over the past few months both union and management officials have become very concerned about the number of Maris union employees who are experiencing alcohol-related issues. Last month alone, six employees sought medical assistance under the employee assistance program. Management and union officials will be meeting next week to address the issue. This is an example of what conflict handling style? a. accommodation b. collaboration c. compromise d. competition

b) Medium/Application

15. Which of the following is not a positive outcome of conflict in the organization? a. increased creativity b. accurate assumptions c. enhanced decision making d. individual viewpoint clarification

b) Medium/Comprehension

19. Which of the following occupations is least likely to offer an employee a high-risk situation for workplace violence? a. law enforcement b. education c. bartending d. overnight gas station attendant

b) Medium/Comprehension

39. With regard to conflict, which of the following statements is INCORRECT? a. The best solution often requires a discussion of varying opinions. b. A lack of disagreement may indicate employees are withholding opinions. c. Conflict is inherently bad. d. A key to a healthy discussion is a focus on tasks, not personalities.

c) Difficult/Analysis

11. Research on effective teams indicates that they experience a. high levels of relationship conflict. b. moderate levels of process conflict at the beginning of the project timeline. c. moderate levels of task conflict in the middle of the project timeline. d. moderate levels of relationship conflict and high levels of process conflict.

c) Difficult/Evaluation

13. In which of the following scenarios are you most likely to experience conflict? a. Resources within the firm are relatively plentiful and most departments in the organization are seeing a modest increase in their annual budget. b. Interdepartment meetings have just been concluded that created a list of goals for each department that are compatible with one another. c. The firm just instituted a matrix structure. d. Self-awareness exercises have been completed and most of the team members were categorized as Type B.

c) Difficult/Evaluation

48. Which of the following statements regarding the bargaining phase of negotiation is correct? a. The bargaining phase gets the least amount of attention during the negotiation process. b. Making concessions during the negotiation process is a sign of weakness. c. A key to the bargaining phase is asking questions. d. This is the phase of negotiation where you determine your BATNA.

c) Difficult/Evaluation

57. Mark has been the teachers' union representative for contract negotiations for the past five contracts. Today the school district presented a counterproposal in which they requested that teachers make a minimal contribution for their healthcare premiums. The expiring contract makes the school district entirely responsible for the premiums. Mark is outraged. He throws the proposal given him on the floor and yells at the school district representative as he exits the negotiation room, "This is a pure and simple insult to my members and I will not sit at a table with anyone who treats them so poorly." Mark is committing what negotiation mistake? a. having unrealistic expectations b. letting past negative outcomes impact the present ones c. getting overly emotional d. letting his ego get in the way

c) Difficult/Evaluation

10. In which of the following scenarios would you expect high performance? a. The five team members never have a negative word to say to each other; there never seems to be any conflict on the team. b. The two members of the team are constantly bickering. One never says anything without the other disagreeing. c. The team members seem to get along well enough, but on occasion they will argue about a number of issues. d. The three partners have an interesting relationship. Partner A is almost always in agreement with Partner B, but fights constantly with Partner C. Partners B and C get along at times and fight at times.

c) Difficult/Synthesis

62. Allan is a member of a union. The supervisor at the firm where he works gave Allan a three-day suspension for not wearing his protective shoes on the manufacturing floor of his firm. Allan appealed the suspension and the company's plant manager refused to rescind the suspension. The union wants to appeal this decision to a neutral third party for a ruling. What procedure does the union want to utilize? a. mediation b. negotiation c. arbitration d. conflict management

c) Easy/Application

12. Which of the following is not a root cause of conflict in a workplace? a. organizational structure b. task interdependence c. compatible goals d. personality differences

c) Easy/Comprehension

21. Which of the following is an effective way to manage organizational conflict? a. consensus decision making b. change the team composition to have more diversity c. create a common opposing force d. eliminate hierarchy

c) Easy/Comprehension

7. Intergroup conflict a. occurs between two individuals. b. occurs within the individual. c. occurs between two departments. d. occurs between team members.

c) Easy/Comprehension

1. Conflict is a. a process whereby two or more parties work toward an agreement. b. a process where an outside third party enters the situation with the goal of assisting the parties to reach an agreement. c. a process that involves people disagreeing. d. a process that involves bringing in a third party who has the authority to act as a judge and will make a decision to which parties must adhere.

c) Easy/Knowledge

46. The BATNA is a. the first phase of the negotiation process. b. a delaying tactic in negotiation. c. important to assisting you in deciding whether to accept an offer or not. d. the process of making concessions in negotiation.

c) Medium/Analysis

52. The first step to an integrative approach to negotiation is a. listening. b. exploring options to achieving goals. c. adopting a cooperative stance. d. adopting an adversarial stance.

c) Medium/Analysis

2. Jared is a member of the engineering department in the manufacturing firm and also serves on the Strategy 2015 team, which is crafting an engineering strategy for the firm's future. He has a "Do not miss" meeting in the engineering department scheduled for Wednesday at 8 a.m. and just received an urgent email about a "Can't miss" meeting for the strategy group at 8:15 a.m. Wednesday morning. Jared is experiencing a. interpersonal conflict. b. role ambiguity. c. role conflict. d. group conflict.

c) Medium/Application

29. Nicholas is the production manager for a manufacturing firm. He has two supervisors who are experiencing conflict with each other based upon personality differences. Nicholas should have held a meeting last week to discuss next year's budget, but cancelled it because the two supervisors had a verbal confrontation on the shop floor the previous day. What conflict handling style is Nicholas demonstrating? a. compromise b. collaboration c. avoidance d. accommodation

c) Medium/Application

31. Ned and Michael are managers of two different departments at Beckett Corporation. The two have not gotten along well over the years. Yesterday the two attended a budget meeting for the new fiscal year. Both wanted more funding for their departments. When the finance vice president suggested an increase for Ned's department, Michael became quite agitated and made a number of accusations about the nature of the numbers that Ned had used to support his position. After the meeting, Michael cornered the finance vice president in his office and continued his spiel on why his department deserved the extra funding but Ned's did not. What style of conflict handling does Michael exhibit? a. compromise b. accommodation c. competition d. avoidance

c) Medium/Application

34. Which conflict handling style is indicated by an individual who says, "I don't really care if we work this out."? a. accommodation b. collaboration c. avoidance d. compromise

c) Medium/Application

50. The department managers for Zylog Corporation are meeting for a budget meeting. If the marketing manager gets the 6% increase he is requesting, the human resource manager will not get any increase in his department budget. This is an example of what kind of negotiation strategy? a. integrative approach b. accommodating approach c. distributive approach d. concession approach

c) Medium/Application

17. Which of the following factors does NOT increase your risk for violence in the workplace? a. caring for others emotionally b. dealing with valuables c. being well paid d. supervising others

c) Medium/Comprehension

27. The collaborative conflict handling style is a. low in cooperativeness and low in competitiveness. b. low in competitiveness and high in cooperativeness. c. high in cooperativeness and high in competitiveness. d. high in competitiveness and low in cooperativeness.

c) Medium/Comprehension

36. Though no conflict handling style is perfect, which style seems to be the most effective in many different situations? a. compromise b. competition c. collaboration d. accommodation

c) Medium/Comprehension

63. Which of the following statements regarding the process of mediation is INCORRECT? a. A mediator determines the underlying interests. b. A mediator clears up misunderstandings. c. A mediator resolves the charge made in a negotiation. d. A mediator incorporates areas of agreement into resolutions.

c) Medium/Comprehension

58. Which of the following statements regarding common mistakes in negotiations is correct? a. Research shows that negotiation avoidance is particularly pronounced among men. b. Setting high goals decreases some of the tension of negotiations. c. Negotiators that have engaged in ineffective negotiations in the past are more likely to learn lessons which make them successful negotiators in the future. d. Those with greater power are more likely to be effective when using anger in negotiations.

d) Difficult/Analysis

59. Research indicates which of the following findings regarding negotiations is correct? a. Those who encounter anger during negotiation are likely to counter with an accommodation approach to negotiations. b. Though men have a greater tendency to negotiate in a salary situation, they are no more successful than women in securing an increase. c. Setting integrative goals is no more likely to improve the chances of arriving at an agreement than going into negotiations with adversarial goals. d. Individuals who were unable to negotiate a deal in previous negotiation situations tended to have lower outcomes in subsequent negotiations than those who had initially negotiated deals in the past.

d) Difficult/Evaluation

68. Which of the following statements regarding negotiations around the world is correct? a. American negotiators like to establish a strong relationship first while Chinese negotiators like to "get down to business". b. Japanese negotiators have a higher tolerance for conflict as a way of working through issues than their American counterparts. c. Japanese negotiators reveal more information during negotiations than their American counterparts. d. Japanese negotiators are likely to interpret negotiation offer patterns over time and include them in their negotiations.

d) Difficult/Evaluation

69. All of the following statements regarding negotiations around the world are correct EXCEPT a. Given their culture, Chinese negotiators are uncomfortable saying "no." b. Some cultures find it disrespectful to negotiate prior to establishing a trusting relationship. c. Since Japan is a high context culture, information for negotiation is learned from what is not said as well as what is said. d. Eastern cultures tend view negotiations as a business activity while Western cultures see it as a social activity.

d) Difficult/Evaluation

9. Which of the following statements regarding the relationship between conflict and performance is INCORRECT? a. Low conflict leads to low performance. b. Medium conflict leads to high performance. c. High conflict leads to low performance. d. Low conflict leads to high performance.

d) Difficult/Evaluation

22. If there is conflict between two members of a team and the underlying reason for the conflict is personality differences, what is a viable way of managing the organizational conflict? a. Change the structure of the organization. b. Focus attention on a common enemy of the two clashing team members. c. Take a majority vote on which individual is causing more issues on the team. d. Change the composition of the team by separating the individuals at odds.

d) Difficult/Synthesis

53. Which of the following statements regarding negotiation strategies is correct? a. An adversarial stance is needed to begin integrative negotiation. b. Focusing on a "fixed pie" in negotiations is a good approach because it controls the number of options to be considered. c. Reviews of negotiation experiments indicate that in almost all those situations where an integrative approach to negotiations could be adopted, such an approach was utilized. d. Listening is a key element in the integrative approach to negotiation.

d) Difficult/Synthesis

4. All of the following are examples of intrapersonal conflict EXCEPT a. role conflict. b. role differences. c. role ambiguity. d. role reversal.

d) Easy/Comprehension

43. During which phase of the negotiation process does an individual assemble the information gathered in such a manner that his position is supported? a. investigation b. determining the BATNA c. bargaining d. presentation

d) Easy/Comprehension

25. The conflict handling style that is middle ground where an individual's desire to get his or her way but respect others' goals is a. competition. b. avoidance. c. accommodation. d. compromise.

d) Easy/Knowledge

26. The competition conflict handling style a. is a middle ground style. b. is uncooperative and unassertive. c. is cooperative and unassertive. d. is highly assertive but low on cooperation.

d) Easy/Knowledge

3. Intrapersonal conflict is a. a type of conflict between two people. b. conflict that takes place between different groups such as between different departments. c. a process that involves people disagreeing. d. a type of conflict that arises when a person is uncertain about what is expected or wanted or has a sense of being inadequate to the task.

d) Easy/Knowledge

41. Negotiation is a. the process that involves bringing in a third party who has the authority to act as a judge and will make a binding decision. b. the process that involves two people disagreeing. c. the process where a third party enters a situation with the goal of assisting the parties to reach an agreement. d. the process whereby two or more parties work toward an agreement.

d) Easy/Knowledge

40. All of the following would be effective means of stimulating conflict EXCEPT a. assigning someone to play devil's advocate. b. encouraging disagreement with no fear of reprisal. c. creating competition between teams or individuals with a bonus for those with the best solution. d. building clarity into the situation.

d) Medium/Analysis

49. Which of the following statements regarding the closure phase of negotiations is INCORRECT? a. Closure is the phase of the negotiation process where you either have come to an agreement or walk away from an unacceptable offer. b. Rejection of an offer during closure can be an opportunity to learn. c. It is not always clear why an agreement has not been reached during negotiation. d. If the best offer in a negotiation has been rejected, there is nothing left to do.

d) Medium/Analysis

30. The United Auto Workers UAW and Ford Motor Company were negotiating a new agreement to address the auto industry woes during a severe economic downturn. Ford offered to consider delaying layoffs if the UAW agreed to changes in contractual work rules related to the jobs bank. This negotiation suggests the use of what conflict handling style? a. avoidance b. collaboration c. accommodation d. compromise

d) Medium/Application

16. Which of the following is NOT a negative outcome of conflict in the organization? a. excessive personal attacks b. climate of distrust c. employee feelings of being demeaned with resulting lower morale d. low individual stress

d) Medium/Comprehension

18. Which of the following is a high-risk situation where your job might be at risk for workplace violence? a. supervising others b. denying requests made by others c. caring for others d. all of the above

d) Medium/Comprehension

37. Research shows that when managers are dealing with conflict they prefer which conflict handling style? a. compromising b. accommodating c. avoiding d. forcing

d) Medium/Comprehension

8. Which of the following statements about conflict is INCORRECT? a. Conflict can paralyze an organization. b. Conflict can lead to less than optimal performance. c. Conflict generally makes people uncomfortable. d. Conflict is always problematic in an organization.

d) Medium/Comprehension

64. Which of the following statements regarding third party negotiations is correct? a. Individuals who utilized mediation indicated in a survey that they would not be supportive of using the process again. b. The mediator assists the parties in agreeing on mutually exclusive resolutions. c. Arbitrators help prepare for a formal hearing. d. Arbitration is an acceptable practice for many companies to resolve challenging problems.

d) Medium/Evaluation

65. A mediator should enter a negotiation when a. personal differences are detected. b. the parties are only talking for short periods of time and tension is rising. c. the parties are unable to find a solution. d. a quick resolution is desired but not imperative.

c) Medium/Evaluation

14. Which of the following is not a root cause of conflict in the workplace? a. task satisfaction b. communication issues c. limited resources d. personality differences

a) Easy/Comprehension

54. Which of the following steps is the FIRST you should undertake in negotiating a higher salary? a. Overcome your fear. b. Get the facts. c. Know what you want. d. Be assertive.

a) Easy/Comprehension

42. Which of the following is the first phase of the negotiation process? a. investigation b. presentation c. determining BATNA d. bargaining

a) Easy/Knowledge

60. Which of the following is NOT a good piece of advice to offer individuals who want to engage in successful negotiations? a. Don't establish deadlines; when the negotiations are over, they are over. b. Be patient; don't rush things. c. Don't worry about periods of silence; just wait. d. Focus on agreement first and then go back to those areas that are unresolved.

a) Medium/Analysis

32. Olivia and her teenage daughter, Natalie, are arguing again about whether Natalie should go to a family gathering this Sunday or attend an outing with her friends. Olivia and her daughter argue about this topic every week. This time, Olivia turns to her daughter and says, "OK, if it is that important that you go out with Jenna Sunday, then I can agree this time around." Olivia is using what conflict handling style? a. accommodation b. controlling c. collaboration d. avoidance

a) Medium/Application

35. Which conflict handling style is indicated by an individual who says, "Maybe we can both agree to give in a little."? a. compromise b. collaboration c. accommodation d. avoidance

a) Medium/Application

51. If both parties to a budget negotiation seek to expand the overall budget so that each party gets more, this is an example of which kind of negotiation strategy? a. integrative approach b. accommodating approach c. distributive approach d. concession approach

a) Medium/Application

45. Which of the following statements regarding to the first phase of the negotiation process, investigation, is INCORRECT? a. Investigation is the phase of the negotiation process that is often ignored. b. Focus on the party with whom you are negotiating first and then analyze yourself. c. The investigation phase of negotiation is designed to gather information. d. The investigation phase necessitates a clear understanding of priorities.

b) Difficult/Evaluation