MG 401: Chapter 11

Of the following nationalities, which one used emotional appeals to persuade others and made more concessions during the bargaining process?

. Arab

Frances has a compromising conflict-handling style. All of the following are true of her style except:

. Both parties are completely satisfied with the outcome

Which of the following steps in the negotiation process is an exchange of personal greetings prior to the actual bargaining process?

. Building the relationship

Which of the following occurs when there are limited resources that must be allocated in an organization?

. Competition for scarce resources

Which of the following occurs when one person seeks to outdo or outshine another person?

. Competition for supremacy

. According to a study of conflict resolution styles of MBA students from different countries, which of the following is true regarding how conflict resolution differs across cultures?

. Conflict resolution styles differed across cultures

Which of the following sources of conflict results from the varying ways people view the world?

. Differences in perception and values

. Which of the following sources of conflict results from arguments over a piece of data that can be quantified or an event that can be documented?

. Differences over facts

Which of the following conflict-handling styles is when one person takes a win-lose approach to problem solving, and their focus is on winning their position at the expense of others?

. Dominating

. The strength of the integrating conflict-handling style is:

. Everyone gets something in a compromise

Which of the following is enlarging the pool of resources so that a negotiation can end in a win-win agreement where both feel that they got the best possible outcome?

. Expanding pie

. Dylan and Kelly are having intense relationship conflict. Their leader, Brandon, intervenes to resolve the conflict. Which of the following best describes Brandon's actions?

. Facilitation

Which of the following is described as only a limited amount of goods are divided and the goal is to get the largest slice?

. Fixed pie

Which of the following is not one of the mechanisms that decrease the relationship between task and relationship conflict?

. Ignoring the conflict

Which of the following steps in the negotiation process is the execution of a contract?

. Implementation

Which of the following is the last step in the negotiation process?

. Implementing the agreement

. Which conflict resolution style is considered the best?

. It depends on the situation

The strength of the dominating conflict-handling style is:

. It is quick and relatively easy

. Benjamin is learning about how leaders should deal with conflict in the workplace. He should know that all of the following are true regarding leaders and conflict resolution except:

. Leaders should generally let employees deal with their own conflict issues

Jerry is a person who is formally trained to help parties who are in conflict reach an acceptable solution. He does not actually make the decision, but he is a third-party neutral person. Jerry can best be called a(n):

. Mediator

All of the following are true regarding conflict in teams except:

. Moderate levels of relationship conflict improve team performance

. All of the following are true regarding conflict in teams except:

. Moderate task conflict hinders creativity in a team

Which of the following conflict-handling styles is when one party gives in to the demands of others and may neglect his own concerns?

. Obliging

. Conflict is a(n) ___________.

. Perception

. Which of the following is a source of conflict that occurs when one person differs with another based on how he or she feels about that person?

. Personalities

Which of the following steps in the negotiation process is doing one's homework to have all of the facts and possible options researched prior to negotiation?

. Preparation

Jefferson has an avoiding conflict-handling style. All of the following are true of this style except:

. Pretending conflict does not exist usually helps it go away

Which of the following occurs when people disagree on what course of action to pursue or the best way to operate even after a decision has been made?

. Process conflict

. Which of the following is not true regarding mediators and arbitrators?

. They are generally less expensive than an ombudsman or peer review

. Which of the following best describes the relationship between task conflict and performance?

. Too much conflict or too little conflict leads to low performance

. According to the U.S. Department of Labor, how many people in the United States are victims of nonfatal violence at the workplace each year?

2 million

. All of the following are examples of workplace violence given in the text except:

Accidents and errors

. Which of the following is described as conflict that engenders strong emotions such as anger or disgust?

Affective conflict

Rachel and Heidi are coworkers that consistently have arguments. They both become angry and/or disgusted when these arguments occur. Which of the following is the type of conflict for these two?

Affective conflict

Which of the following is defined as methods to resolve conflict that both parties agree to without involving litigation?

Alternative dispute resolution

Helena is a person who resolves conflict between two or more parties. When she is brought in to resolve conflict, her decision is legally binding on both parties. Helena can best be called a(n):

Arbitrator

Which of the following conflict-handling styles reflects an inability to deal with conflict in which the person withdraws from the conflict situation?

Avoiding

. Which of the following is the best option available to one's side of the negotiation if negotiations fail?

Best alternative to a negotiated agreement

. Which of the following steps in the negotiation process occurs when offers and counteroffers are extended until a mutually agreeable solution is attained?

Bidding

. Which of the following is not true regarding Chinese individuals and conflict?

Chinese are more competitive and individualistic

. Most workplace violence emanates from unhappy:

Clients or customers

Which of the following conflict-handling styles is a give-and-take approach to conflict in which concessions are made in exchange for getting some aspects of the desired outcome?

Compromising

. Which of the following is defined as calling in a neutral third party to attempt to resolve the conflict?

Conciliation

What is defined as the process that begins when one party perceives that the other has negatively affected, or is about to negatively affect, something that he or she cares about?

Conflict

. According to a recent poll of CEOs, what was mentioned as the number one skill that CEOs and their boards believed they needed development in?

Conflict Management skills

Which of the following is not a commonly used alternative dispute resolution approach as mentioned in the text?

Counseling

. Joseph senses that there is some conflict in his production team. What is the first step Joseph should take to effectively manage the conflict?

Diagnose the type of conflict (task or relationship)

Which of the following occurs when two sides may have similar goals but disagree on how to achieve them?

Differences over methods

. What is another term for unproductive conflict?

Dysfunctional conflict

All of the following are benefits of perspective taking except:

Generally lead to unsatisfactory negotiation outcomes

. Coleman and Clark are in conflict over a disagreement over facts. Which of the following is a good solution for this type of conflict?

Have a neutral third party or expert arbitrate this dispute

Which of the following is not one of the questions a leader should ask when attempting to resolve a conflict?

How have we handled conflict in the past?

All of the following are true of workplace incivility in the classroom except:

Incivility in the classroom would not relate to workplace incivility as it is not a workplace

. Which of the following conflict-handling styles is when both parties confront the issue directly and discuss alternative courses of action?

Integrating

Which of the following is not listed in the text as one of the three general sources of organizational conflict?

Interpersonal conflict

The shape of the relationship between task conflict and team performance is generally which of the following?

Inverted U-shaped

The strength of the obliging conflict-handling style is:

It might be the best approach if the person is not sure they are right about a preferred course of action or it is politically best because the matter is so important to the other party

The strength of the integrating conflict-handling style is:

It should provide a mutually benefits (win-win) solution and result in the conflict being resolved for the long term

. According to a recent poll of CEOs, what was mentioned as the number one skill that CEOs are getting coaching for?

Leadership skills

. According to a recent poll of CEOs, what was mentioned as the number one skill that boards of directors believed CEOs need development in?

Mentoring skills

The majority of what looks like interpersonal conflict is actually a communication breakdown. This describes which type of conflict?

Misunderstanding

All of the following are true of workplace violence except:

Most workplace violence occurs from disgruntled employees

. Donna is a person who hears grievances on an informal basis and attempts to resolve them. Donna can best be described as a(n):

Ombudsman

Which of the following is defined as a panel of a grievant's peers that hears the concern and attempts to resolve it?

Peer review

Which of the following is the ability to see things from another person's point of view that conflicts with your own?

Perspective taking

. Which of the following is the process of raising differences of opinions regardless of the preferred course of action of the decision makers?

Planned conflict

Which of the following is the first step in the negotiation process?

Preparation

. Jara has an obliging conflict-handling style. All of the following are true of her style except:

Problems generally take a long time to solve

Marina manages a sales team. Together with her team, they have decided upon new sales procedures for handling potential orders. Chris does not agree with the new sales procedures. Which of the following types of conflict is likely to ensue?

Process conflict

The first step for a leader in becoming effective at resolving conflicts at work is:

Recognize his or her own predisposition toward conflict

. Which of the following is defined as personality clashes or differences in values?

Relationship conflict

. Which of the following source of conflict occurs when a person, because of low self-esteem, insecurity, or other factors in his or her personal life, sometimes feels attacked by perceived criticism?

Sensitivity/Hurt

. Don and Roger have different opinions on which advertising campaign would be best to promote their new product. Which of the following sources of conflict may result from this differing of opinions?

Substantive conflict

. Which of the following occurs because people have different opinions on important issues in the organization that affect them?

Substantive conflict

Which of the following is defined as disagreements about resource allocation, policies, or even interpretation of data?

Task conflict

. Tran read a recent study focusing on self-managed work teams that improve or maintain top performance over time. Which of the following is not one of the conflict resolution strategies that these types of teams engage in?

They assign work based on volunteering, default, or convenience

Carol has a dominating conflict-handling style. All of the following are true of her style except:

This style generally does not breed resentment among those affected by her decisions

. All of the following are tactics that can be used when using integrative bargaining except:

Use a deadline to put pressure on the person you are bargaining with to make a decision faster

Which of the following is a solution for conflict arising from unfulfilled expectations?

Use active listening and questioning techniques to set and clarify expectations on a regular basis

. According to the U.S. Department of Labor, what is the leading cause of fatal injuries at work (about 1,000 per year)?

Workplace violence