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