MGT/312T
An opportunity to review and realign goals to serve the parties involved is a positive outcome of
conflict management.
Functional conflict is also referred to as _______ or cooperative conflict.
constructive
Which of the core influence tactics are most effective at building commitment?
consultation rational persuasion inspirational appeals
Which of the following are characteristics of functional conflict?
consultative interactions mutual respect attention to the issues
When we ignore conflict, it is likely to:
continue or escalate
Match each behavior with the form of trust it builds.
contractual trust -People do what they say they will do and make their expectations clear. communication trust - People share information and tell the truth. competence trust- People meet their responsibilities and acknowledge others' skills and experience
Among the characteristics of escalating conflict are
he number of issues grows. a change in tactics. the issues move from specific to general.
One of the methods used to solve conflicts among groups is called the contact ______
hypothesis
Intentional acts of influence to enhance or protect the self-interest of individuals or groups that are not endorsed or aligned with those of the organization are known as:
organizational politics
When a worker incorrectly believes that a situation is unfair, a conflict does not take place.
False
Because of collaboration, teams are generally less effective than the individuals who make up the team.
False- Collaboration is what enables teams to produce more than the sum of their parts.
During which of the stages of Tuckman's group development process are people likely to test the leader's policies, form subgroups, and determine how they fit in the group's power structure?
Storming
Collections of individuals with low dependency on one another are known as ______, whereas _____ are collectively responsible for their performance. Multiple choice question. groups; followers
groups, teams
Politicians attempts to influence voters in many ways, including trying to appeal to their values.
Inspirational appeals
Individuals or organizations that obtain compliance by promising or granting rewards use ____ which base of power
reward power
Empowerment
Efforts to enhance employee performance, well-being, and positive attitudes
Many business deals are done over dinner, drinks, golf, or other social events.
intergration
Which of the following are characteristic of low intensity conflict in the workplace?
lack of creativity indecision
How do virtual teams overcome the ambiguity created by a lack of face-to-face interaction?
by sharing information
Taking a break is a good way to regroup and recover your ____ in a negotiation.
Balance
Which of the following are ways to increase the relative effectiveness of influence tactics?
Being trustworthy Being credible
According to the Reina Model for rebuilding trust, it is important to discuss feelings and emotions constructively before reframing the____ and taking ____ for what happened
Blank 1: experience or experiences Blank 2: responsibility
Match the characteristic of conflict in the left column to the correct example on the right.
Change in tactics - Parties move from persuasive arguments to threats and power plays Number of issues grows- More issues that bother each party are added to the disagreement Goals change- Choice, Parties no longer want to resolve the problem, but to win or hurt the other Parties no longer want to resolve the problem, but to win or hurt the other Number of people grows - Choice, More people or groups are drawn into the conflict More people or groups are drawn into the conflict Issues move from specific to general - Conflict widens from narrow and specific concerns to broader ones and even general intolerance of the other party
Match the Principle of Persuasion in the left column with the explanation from the right.
Cialdini's Six Principles of Persuasion pg 484
What are practical ways to be an effective member of groups and teams?
Communicate, be predictable, and treat others with respect to boost your trustworthiness. Develop teamwork competencies to increase your value to the organization. Learn which of the group functions are important to you.
According to Cialdini's research on influencing people, how should the six principles he found be used?
in combination
Bullying and interactional injustice are forms of
incivility or incivillity
Match the influence tactic in the left column with the correct explanation from the right column. Instructions
Rational persuasion- Using logic, reason, or facts to convince another Inspirational appeals- Appealing to emotions, ideals, or values Consultation- Involving others in planning and making decisions about changes Ingratiation - Using praise, flattery, humor, or helpfulness before making a request Personal appeals- Referring to friendship or loyalty when making a request
To influence your prospective client, you created a highly professional PowerPoint presentation including many graphs and figures
Rational persuation
What should you do to manage conflict successfully?
Realize that not all conflict is bad. Keep a work-life balance. Be aware of various forms of incivility.
What should managers do to help them build and lead more effective teams?
They should evaluate employees using the three Cs of team players (commitment, collaboration, and competency). They should use the group development process to reduce frustrations when working in teams. They should identify important task and maintenance roles.
In order to make groups and teams successful, what should managers do?
They should use team charters to accomplish goals. They should identify task and maintenance roles. They should build and maintain trust with and among members.
Which of the following are reasons why it is important to assign blame correctly?
To keep your influence intact To influence your behavior in the future
True or false: Trust involves being vulnerable.
True
During which stage of group development are people anxious about their roles, the people in charge, and the group's goals?
Forming
Rank Tuckman's five stages of group development. The first stage should be the top item on your list.
Forming Storming Norming Performing Adjourning
Avoiding conflict is desirable when it does which of the following?
It allows you to refocus. It gives you more time to gather facts. It provides you with a way to change the setting of the conflict.
List the steps in a plan to influence others, starting with the first step at the top.
Page 485
What is the best way for managers to prevent or deal with intergroup conflicts?
by creating psychologically safe climates
Which of the following is a goal of collaboration?
ensuring a collective outcome is completed
Clear goals and responsibilities with an appropriate mix of knowledge, skills, and abilities are specifically associated with ______ teams.
high-performing
Punctuated equilibrium is concerned with:
how a group functions in the face of change
Which of the following are approaches to resolving intergroup conflict?
the contact hypothesis creating a psychologically safe climate
The Reina Model is used to restore ________ when it has been compromised.
trust
What are ill-defined decision processes likely to trigger in organizations?
uncertainty
When should you avoid conflict?
when the conflict has no value
What does a manager who must skip a long-scheduled family picnic in order to attend a special meeting at work experience?
work-life conflict
What is the result when the demands from work and family domains are mutually incompatible?
work-life conflict
FIGURE 8.6 Reina Seven-Step Model for Rebuilding Trust
1. Acknowledge what caused trust to be compromised 2.Allow feelings and emotions to be discussed, correctly. 3. Get and give support to others 4. Reframe the experience and shift from being a victim to taking a look at potions and choices. 5. Take responsibility. Ask " what did I do or not do that caused this to happen?" 6. Forgive yourself and others 7. Let go and move on.
Thinking the Right Way about Empowerment Effective empowerment does not include giving decision-making authority to just any employee in every situation. That would be both foolish and irresponsible, and it would not be empowerment. Instead, decision-making authority and other broader responsibilities should be shared only with those who are competent to do what is necessary. There are two pitfalls to avoid:
1. Empowerment is not a zero-sum game in which one person's gain is another's loss. Sharing power via empowerment is a means of increasing your own power. Think of it this way: you cannot be everywhere, all the time, with all the answers. But if you allow competent others to act, then you've increased your reach and your influence. This means authoritarian managers who view employee empowerment as a threat to their own power are missing the point because of their win-lose thinking. 2. Empowerment is a matter of degree, not an either-or proposition. Figure 12.6 illustrates how power can be shifted to the hands of nonmanagers step by step. The overriding goal is to increase productivity and competitiveness in organizations. Each step in this evolution increases the power of organizational contributors who traditionally were told what, when, and how to do things.
To influence you to work more weekends, your boss subtly reminded you that those who work weekends get promoted. 2- Pressure
2- Pressure
After many unsuccessful attempts to convince your boss to change the vacation policy, you gathered the support of all affected employees and the case is now being made by the group
3- Coalition tactics
Employees with the most seniority get the first choice of which holidays to have off from work. Being new, you have last choice. 4- Legitimating tactics
4- Legitimating tactics
We often ask favors of our friends. 7- Personal appeals
7- Personal appeals
Employees routinely swap shifts to accommodate their commitments outside of work. 9- Exchange
9- Exchange
Interpersonal opposition based on personal dislike or disagreement is a(n)
Blank 1: personalityBlank 2: conflict
Why should conflict not be avoided?
Conflict can escalate even if avoided. Conflict avoidance can lead to the loss of a promotion. Conflict will not go away even if avoided.
Conflict management can be viewed as an opportunity to produce which positive outcomes?
Conflict management can be viewed as an opportunity to produce which positive outcomes?
Which of the following are reasons one should avoid dysfunctional conflict?
It can affect your job. It can grow worse with time. It can lead to broken relationships.
What happens when conflict is allowed to continue in the workplace?
It escalates.
What have organizational behavior experts came to understand about conflict?
It has both positive and negative outcomes.
What are some of the perceptions that people have about organizational politics?
It increases job stress. It decreases organizational commitment. It decreases job satisfaction.
Which of the following statements is true about team adaptive capacity?
It is a critical element of effective, high-performing teams. It is the ability to make needed changes in response to demands put on the team.
What are practical ways to build trust in interpersonal relationships within an organization?
Keep team members informed by providing information on policies and giving accurate feedback. Be realistic about commitments and deliver quality work on time. Demonstrate good business sense, technical ability, and professionalism.
In order to make meaningful contributions to groups or teams, what should you do?
Learn which individual functions of groups are most important to you Develop your teamwork competencies Apply your knowledge to combat social loafing
Match the unethical negotiation tactic in the left column with the correct explanation from the right column. Instructions
Lies - Subject matter includes limits, authority to bargain, time pressures, and available resources Deception- Promises or threats, excessive initial demands, and careless misstatements of facts Maximization - Converts win-win to win-lose Puffery - Exaggerating the value of what is being given or given up and the importance of issues
Match the element of psychological empowerment in the left column with its correct meaning in the right column.
Meaning- Belief that your goals align with your team and management Competence- Personal evaluation of your ability to do your job Self-determination- Sense that you have control over your work and its outcomes Impact at work - Feeling that your efforts make a difference to your organization
Match the level of political action in an organization in the left column to its distinguishing characteristic from the right column. Instructions
Network level- Choice, Cooperative pursuit of general self-interests Cooperative pursuit of general self-interests Coalition level - Choice, Cooperative pursuit of group interests in specific issues Cooperative pursuit of group interests in specific issues Individual level - Choice, Individual pursuit of general self-interests Individual pursuit of general self-interests
Which of the following are some of the tactics interviewers use to impress job candidates?
Nonverbal cues Appearance of promotional items Administrative follow-up
Match the interviewing technique in the left column with the correct explanation from the right column
Page 498
Which of the following are types of task interdependence?
Reciprocal Pooled Sequential
Which of the following are the forms of power you possess independent of your job or position in an organization?
Referent power Expert power
When working in a virtual environment, how can people reduce ambiguity?
Share information. Create accountability. Provide examples.
Of the following statements, which accurately describe social loafers?
Social loafers produce low-quality work. Social loafers can distract or disrupt the work of other team members. Social loafers expect the same rewards as other members of the team.
The tendency for individual effort to decline as group size increases is known as ______.
Social loafing
Which of the following helps transfer authority and responsibilities from management to employees?
Structural empowerment
Which of the following statements are true about a formal group?
The group is assigned to accomplish specific goals. The group is assigned by the organization or managers.
Which of the following statements are true about work teams?
They are usually permanent. They have a well-defined purpose. They have a common purpose.
Which of the following are characteristics of high-performing teams?
They have an appropriate mix of knowledge, skills, and abilities. They have trust and communication. They have clear goals and responsibilities.
structural empowerment
Transfers authority and responsibilities from management to employees
When meeting people for the first time, how can you project that you are interested?
ask them questions about themselves
Perceptions of politics (POP) have been linked to undesirable outcomes such as increased stress and decreased job satisfaction.
True
Which of the following statements are true about the characteristics of virtual teams?
Virtual team members are connected using various technologies. Virtual teams may utilize talent more efficiently than in traditional office settings. Virtual team members work across time, space, and organizational boundaries.
Position power, which includes legitimate, reward, and coercive power, is power that is connected with what?
a job within an organization
What type of team has a well-defined purpose, is more or less permanent, and requires the complete commitment of its members?
a work team
The characteristics of an effective apology include:
acceptance of responsibility acknowledgment of wrongdoing expression of regret promise not to repeat the offense
What method of dispute resolution is less expensive and more constructive than traditional approaches?
alternative dispute resolution
What method of handling conflict uses an independent third party and avoids the costs of litigation and unilateral decision making?
alternative dispute resolution (ADR)
In order to be successful at managing conflict, what techniques should managers utilize?
becoming familiar with alternative dispute resolution methods creating a psychologically safe climate distinguishing between conflict states and conflict processes
Which of the following are aspects of trust?
believing that another person will keep the impact of his or her actions on you in mind letting your guard down with another person
The three blaming styles researchers found in people from a large variety of industries include
blaming others denying blame blaming oneself
Incivility is any form of socially harmful behavior and it includes such actions as:
bullying harassment aggression
Which of the following are key elements to punctuated equilibrium?
change Time
Ways that organizations can create structural empowerment include:
changing job responsibilities changing job design increasing the effectiveness of employee decision making
Which of the following bases of power have a negative effect on the organizing framework?
coercive
Step 3 in the creation of an influence plan involves deciding what you want or need from the person you hope to influence. What are the two possible choices?
compliance commitment
What is the energy created by the perceived gap between what individuals or groups want and what they are experiencing?
conflict
The tool for creating programmed conflict that appoints a member of the group as a critic is
devil's advocate
Assigning someone in an organization or group the role of critic is known as
devil's or devils advocacy or advocate
Which of the following describes a purpose of a formal work group?
discussing ways to improve product quality
The fixed pie approach in which one person wins at the expense of the other is:
distributive negotiation
The transfer of authority and responsibilities from management to employees is called structural
empoweremen
The management practice that enhances employee performance, well-being, and positive attitudes is
empowerement
Which of the following bases of power have a positive effect on the organizing framework?
expert referent reward
During _________ stage of group development, members are likely to be uncertain about the group's leaders and goals.
forming
What type of political action is pursued at the individual level?
general self-interests
Jennifer is confronted with low team performance. Which of the following would you recommend to overcome this problem?
implement psychological empowerment
Any attempt to control or manipulate the images related to a person, organization, or idea is
impression management
Any attempt to control or manipulate the images related to a person, organization, or idea is:
impression management
Dressing for success is the political tactic also known as ______.
impression management
What are ways that conflict can manifest itself in a work environment?
insults anger lack of cooperation
A progressive win-win strategy to find an agreement that is better for both parties and no longer divides a fixed pie among the parties is:
integrative negotiation
Empowerment tends to improve an employee's
job satisfaction. organizational commitment. performance.
Realizing which emotions will best suit your objectives and being mindful of them during negotiation is _____.
knowing your ideal emotions
Employees who are psychologically empowered feel a sense of:
meaning self-determination competence
Which of the following are characteristics of escalating conflicts?
more negative attacks than meaningful exchanges an increase in intensity adopting stances that are difficult to justify
The collaborative decision-making process involving two or more parties with different preferences is:
negotiation
Among the stages of group development in Tuckman's model are:
normingformingperforming
Research has shown that empowerment is important because it positively influences the performance of which of the following?
organizations teams individuals
Jennifer's team members are producing poor work, but instead of addressing the poor work, she is just fixing it herself. What team-level process from the organizing framework needs to be taking place but is not?
performance management
Interpersonal opposition based on personal disagreement is a(n):
personal conflict
Which of the following situations cause conflict in the workplace?
personality differences poor management unclear roles and responsibilities
Intentional acts of influence to enhance or protect the self-interest of individuals or groups that are not endorsed or aligned with those of the organization are known as organizational
politics
A role is a set of expected behaviors for a particular , while a role is a set of expected behaviors for members of the group as a whole.
position , group
Benefits of empowerment for organizations include:
positive citizenship behavior improved performance job satisfaction
The ability to marshal human, informational, and other resources to get something done is:
power
The discretion and the means to enforce one's will over others is called
power
What are some of the undesirable consequences of conflict at work?
project failures reduced productivity termination
Individuals or organizations that obtain compliance by promising or granting rewards use which base of power?
reward power
A set of shared expected behaviors for members of a group as a whole is called a group
role
A commonly used political tactic in organizations is blowing your own horn while not recognizing the accomplishments of others. This is known as:
self-promotion
Subgroups may form and procrastination occur during the stage of _____ group development.
storming
The extent to which team members are dependent on each other to accomplish their work is called
task interdependence.
The ability of a team to adapt to changes such as changing demands or the transition of members in or out of the group is:
team adaptive capacity
Apologies are important and are effective to the extent that they restore what in a relationship?
trust
Triggers such as change, strong competition, or vague performance measures create:
uncertainty in organizations
A team that works together over time and distance using electronic media to combine effort and achieve goals is a(n) ____ team.
virtual
Which of the following are ways to make a good first impression?
watch your body language be in a good mood have goals
Eliminating some of the opponent's alternatives, blaming the opponent for his own actions, and using personally abrasive statements are all part of the unethical negotiating practice known as:
weakening the opponent
Which of the following are examples of negotiations that an employee may make with an employer?
working hours promotion salary
