BA 350 Ch 10

Conflicts of interest over the way the conflict will be handled occur due to ________ issues. a. psychological b. procedural c. ethical d. substantive e. cultural

b

________ conflict is a disagreement about which goals should be pursued by an organization. a. Values b. Task c. Process d. Relationship e. Information

b

Which conflict resolution strategy requires both sides to sacrifice something in order to end the conflict? a. Compromising b. Avoiding c. Competing d. Accommodating e. Collaborating

a

________ conflict occurs due to perceived or actual incompatibilities in beliefs about what is right or wrong. a. Values b. Task c. Process d. Relationship e. Information

a

Distributive negotiation is a. zero sum, meaning any gain for one party entails a corresponding loss for another. b. usually ineffective, regardless of the techniques applied by all parties involved. c. unscientific, so it is considered to generally be ineffective in all circumstances. d. better than integrative negotiation because it uses a win-win technique. e. None of these are correct

a

In the ________ stage of Glasl's model of conflict escalation, extermination of the opponent at the price of selfextermination is considered acceptable. a. together into the abyss b. threat as a strategy c. fragmentation of the enemy d. burn the unbelievers e. limited attempts to overthrow

a

In the ________ stage of Glasl's model of conflict escalation, the disagreement is recognized, but both sides believe it can be resolved through discussion. a. hardening b. loss of face c. action over words d. debate e. images/coalitions

a

The avoiding strategy entails a _________ concern for one's own interests and a low concern for the interests of the other party. a. low b. high c. fluctuating d. variable e. moderate

a

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 a. mediation. b. conciliation. c. distributive negotiation. d. integrative negotiation. e. arbitration

a

Which conflict resolution behavior entails writing down areas of agreement and disagreement to ensure common understanding and clear communication? a. Documenting b. Perspective taking c. Smoothing d. Reaching out e. Focusing on interests

a

Which method is being used when multiple groups discuss issues separately and then discuss them together, to better synthesize different viewpoints into a common framework? a. The dialectical method b. The diabolical method c. The devil's advocate method d. The Delphi method e. The diverse group technique

a

Which of the following is the chief disadvantage of arbitration? a. At least one party is likely to be unhappy with the outcome. b. It's slower than mediation. c. There is a chance that the process will not end in a settlement. d. It's more expensive than mediation. e. Most arbiters don't really know what they're doing.

a

Which of the following is NOT a characteristic of constructive conflict? a. It can energize behavior. b. It works best when people focus on emotions. c. It can stimulate new ideas. d. It can promote healthy competition. e. It can result in higher-quality decisions.

b

Which of the following is NOT a recommended conflict resolution behavior? a. Expressing emotions in an honest way b. Meeting separately with those involved in the conflict c. Creating solutions to the conflict d. Documenting areas of agreement and disagreement e. Encouraging the parties to focus on their common interests

b

Which of the following is advised to effectively resolve conflicts in the workplace? a. Retaliating b. Expressing emotions honestly c. Meeting separately with people having conflict d. Demeaning the other party e. Winning at all costs

b

A primary source of conflict is __________, which can lead to information conflict. a. physiological needs b. excitement c. emotional needs d. uncertainty e. psychological needs

d

Conflicts of interest about money occur as a result of ________ issues. a. psychological b. procedural c. ethical d. substantive e. cultural

d

Conflicts of interest about perceptions of fairness or trust occur due to ________ issues. a. security b. deep-level c. surface-level d. psychological e. physiological

d

In the ________ stage of Glasl's model of conflict escalation, each side's opinion becomes polarized and emotions rise. a. hardening b. loss of face c. action over words d. debate e. images/coalitions

d

________ conflict occurs due to personality differences. a. Values b. Task c. Process d. Relationship e. Information

d

__________ conflict occurs across different hierarchical levels in the organization. a. Values b. Task c. Process d. Vertical e. Horizontal

d

The compromising strategy entails a _________ concern for one's own interests and a high concern for the interests of the other party. a. variable b. fluctuating c. low d. high e. moderate

e

What does "BATNA" stand for, as it relates to conflict resolution? a. Before Arguing, Try Negotiating an Agreement b. Best Alternative To a Negotiated Agreement c. Biggest Advantage To Negotiating Anything d. By Afternoon, The Negotiator Adjourns e. Battered by Accelerating Tensions? Negotiate Away!

b

What typically fuels relationship conflict? a. Interpersonal similarities b. Interpersonal differences c. Cultural similarities d. Organizational differences e. None of these are correct

b

When a third party builds a positive relationship between two parties, improves their communication, and facilitates their discussion, the process is called a. mediation. b. conciliation. c. distributive negotiation. d. integrative negotiation. e. arbitration

b

What conflict management style is often used to set a precedent? a. Compromising b. Avoiding c. Competing d. Accommodating e. Collaborating

c

What term refers to the process in which two or more parties make offers, counteroffers, and concessions in order to reach an agreement? a. Integration b. Distribution c. Negotiation d. Conflict e. None of these are correct

c

Which conflict resolution behavior entails playing down the differences between the two sides? a. Documenting b. Perspective taking c. Smoothing d. Reaching out e. Focusing on interests

c

Which conflict resolution strategy embodies an "I win, you lose" mindset? a. Compromising b. Avoiding c. Competing d. Accommodating e. Collaborating

c

Which conflict resolution strategy entails pursuing one's interests without any regard for the other party's? a. Compromising b. Avoiding c. Competing d. Accommodating e. Collaborating

c

Which of the following is NOT a characteristic of negotiation? a. It can involve more than two parties. b. Parties involved typically have different preferences. c. It is fairly consistent across cultures. d. It is primarily about compromise. e. Parties involved can be groups or individuals.

c

Acts of vengeance fall under which category of ineffective conflict resolution behaviors? a. Displaying anger b. Winning at all costs c. Retaliation d. Avoiding the conflict e. Demeaning the other party

c

Among effective teams, relationship conflict tends to ________ toward the end of the project. a. remain the same b. decrease c. increase d. become nonexistent e. fluctuate

c

In the ________ stage of Glasl's model of conflict escalation, the goal becomes destruction and dissolution of the system. a. together into the abyss b. threat as a strategy c. fragmentation of the enemy d. burn the unbelievers e. limited attempts to overthrow

c

In the ________ stage of Glasl's model of conflict escalation, the idea that "talking no longer helps" emerges and the conflict begins to get destructive. a. hardening b. loss of face c. action over words d. debate e. images/coalitions

c

Research has shown that managers who have good conflict resolution skills __________ than managers who don't. a. quit less often b. fare no better c. get more promotions d. get fewer promotions e. None of these are correct

c

The competing strategy entails a _________ concern for one's own interests and a low concern for the interests of the other party. a. moderate b. low c. high d. fluctuating e. variable

c

The management department plans to grow based on several agreed-upon goals, but department members can't seem to agree on how the goals will actually be achieved. The management department is experiencing a. information conflict. b. task conflict. c. process conflict. d. relationship conflict. e. values conflict.

c

What conflict management style is appropriate when more information is needed or when addressing the conflict has the potential to create more problems? a. Accommodating b. Competing c. Avoiding d. Compromising e. Collaborating

c

Which of the following is a fundamental principle for integrative negotiation? a. Insist on subjective fairness criteria b. Focus on positions, not interests c. Separate the people from the problem d. Invent options for personal gain e. None of these are correct.

c

Which of the following is the chief advantage of arbitration? a. It doesn't require the use of a third party. b. It usually leaves both parties satisfied. c. It always ends with a settlement. d. It's faster than mediation. e. It's cheaper than mediation

c

Which type of negotiation occurs when any gain to one party is offset by an equivalent loss to the other? a. Mediation b. Conciliation c. Distributive negotiation d. Integrative negotiation e. Arbitration

c

________ conflict is a disagreement about how to accomplish something. a. Values b. Task c. Process d. Relationship e. Information

c

________ conflict is destructive, and focused on emotions and differences between two parties. a. Values b. Information c. Dysfunctional d. Constructive e. Structural

c

________ conflict occurs as a result of process features of the organization. a. Values b. Task c. Structural d. Relationship e. Information

c

__________ emotions can help to de-escalate conflict. a. Not expressing b. Angrily expressing c. Honestly expressing d. Excitedly expressing e. Loudly expressing

c

The collaborating strategy entails a _________ concern for one's own interests and a high concern for the interests of the other party. a. low b. variable c. fluctuating d. high e. moderate

d

The further a conflict escalates, the ___________ to reverse it. a. more opportunities there are b. more likely you will be able c. less challenging it will be d. more challenging it will be e. None of these are correct

d

When a conflict begins to escalate, one of the best ways to prevent further escalation is to a. use hostile body language to indicate that you're not willing to be pushed around. b. instigate a shouting match but only if you're pretty sure you will win. c. intimidate the other party by acting more aggressively than they were expecting. d. react equivalently to the other party, and try not to overact. e. rally other people to your side

d

Which acronym serves as a reminder that when you negotiate, you shouldn't accept an offer that is worse than what you'd get if you hadn't negotiated at all? a. NAACP b. ASVAB c. NIMBY d. BATNA e. SPECTRE

d

Which conflict resolution behavior entails contacting the other party, making the first move, and trying to make amends? a. Documenting b. Perspective taking c. Smoothing d. Reaching out e. Focusing on interests

d

Which conflict resolution strategy embodies an "I lose, you win" mindset? a. Compromising b. Avoiding c. Competing d. Accommodating e. Collaborating

d

Which conflict resolution strategy entails giving the other party what it wants? a. Compromising b. Avoiding c. Competing d. Accommodating e. Collaborating

d

Which of the following is NOT a fundamental principle of integrative negotiation? a. Separate the people from the problem b. Insist on objective fairness criteria c. Invent options for mutual gain d. Focus on positions, not interests e. All of these are fundamental principles

d

Which type of conflict arises due to interpersonal issues? a. Values conflict b. Task conflict c. Process conflict d. Relationship conflict e. Information conflict

d

Which type of negotiation is a win-win in which the agreement involves no loss to either party? a. Mediation b. Conciliation c. Distributive negotiation d. Integrative negotiation e. Arbitration

d

________ conflict balances the interests of both parties to maximize mutual gains and the attainment of mutual goals. a. Values b. Information c. Dysfunctional d. Constructive e. Structural

d

__________ involves a third party in a negotiation to overcome a stalemate between the parties. a. Conflict escalation b. Integrative negotiation c. Distributive negotiation d. Alternative dispute resolution e. Game theory

d

In the ________ stage of Glasl's model of conflict escalation, negative rumors are spread and stereotypes are formed as each side prepares for a fight and conducts a search for supporters. a. hardening b. loss of face c. action over words d. debate e. images/coalitions

e

In the ________ stage of Glasl's model of conflict escalation, the opponent is no longer viewed as a person and slight personal damage is considered acceptable. a. together into the abyss b. threat as a strategy c. fragmentation of the enemy d. burn the unbelievers e. limited attempts to overthrow

e

Some employees in an organization want to be on profits while others want to focus on doing the maximum good for the maximum number of people. What type of conflict is occurring here? a. Information conflict b. Task conflict c. Process conflict d. Relationship conflict e. Values conflict

e

What is the term for someone who investigates complaints and mediates fair settlements between aggrieved parties? a. Researcher b. Investigator c. Conciliator d. Mediator e. Ombudsman

e

When a third party is involved in a conflict and has the power to issue a binding settlement, the process is called a. mediation. b. conciliation. c. distributive negotiation. d. integrative negotiation. e. arbitration.

e

When dysfunctional conflict occurs, a. the organization is positively influenced. b. neither party typically withdraws from communicating. c. negative feelings do not carry over after the conflict ends. d. the parties involved typically focus on the issues, not emotions. e. typically no one is satisfied with the outcome.

e

Which conflict resolution behavior encourages parties to focus on the outcome? a. Documenting b. Perspective taking c. Smoothing d. Reaching out e. Focusing on interests

e

Which conflict resolution strategy embodies an "I win, you win" mindset? a. Compromising b. Avoiding c. Competing d. Accommodating e. Collaborating

e

Which conflict resolution strategy reflects a desire to give both parties what they want? a. Compromising b. Avoiding c. Competing d. Accommodating e. Collaborating

e

Which of the following is NOT a characteristic of conflict? a. It can be a creative force. b. It can be resolved with people feeling better about something. c. It can impact company performance. d. It is influenced by emotions. e. It always entails a form of destruction

e

Which of the following is NOT one of the four key areas of skill development suggested by professionals in conflict resolution training? a. Communicating nonverbally b. Questioning c. Listening d. Mediating e. Avoiding

e

Which of the following is an effective conflict resolution behavior? a. Winning at all costs b. Displaying anger c. Avoiding the conflict d. Demeaning the other party e. None of these are correct

e

________ conflict occurs when people are misinformed or interpret things differently. a. Values b. Task c. Process d. Relationship e. Information

e

__________ conflict occurs between groups at the same organizational level. a. Values b. Task c. Process d. Vertical e. Horizontal

e

Which conflict resolution strategy entails ignoring the conflict or denying that it exists? a. Compromising b. Avoiding c. Competing d. Accommodating e. Collaborating

b

Which conflict resolution strategy embodies a "nobody wins, nobody loses" mindset? a. Compromising b. Avoiding c. Competing d. Accommodating e. Collaborating

b

Which conflict resolution strategy embodies a "we both win some and lose some" mindset? a. Compromising b. Avoiding c. Competing d. Accommodating e. Collaborating

a

A group of managers cannot agree on what next month's sales goals should be. The group is experiencing a. values conflict. b. task conflict. c. process conflict. d. relationship conflict. e. information conflict.

b

In the ________ stage of Glasl's model of conflict escalation, ultimatums are made and conflict escalation accelerates. a. together into the abyss b. threat as a strategy c. fragmentation of the enemy d. burn the unbelievers e. limited attempts to overthrow

b

The ________ stage of Glasl's model of conflict escalation marks the beginning of open and direct aggression intended to cause public shame to the opponent. a. hardening b. loss of face c. action over words d. debate e. images/coalitions

b

The accommodating strategy entails a _________ concern for one's interests and a high concern for the interests of the other party. a. high b. low c. fluctuating d. variable e. moderate

b

The ill-advised conflict resolution approach called _________ involves arguing vigorously for one's own opinions and refusing to change the position, regardless of what will have to be sacrificed. a. retaliating b. winning at all costs c. demeaning the other party d. displaying anger e. avoiding the conflict

b

Wakefield Hospital has only one portable X-ray machine. The emergency room staff claim to have the greatest need for the machine, but the surgeons in the operating room are demanding access to the machine as well. The conflict between these two groups is a result of a. differing process goals. b. resource constraints. c. differing values. d. excessive competitiveness. e. interpersonal differences.

b

Which conflict resolution behavior entails attempting to put yourself in the other person's position and understand that person's point of view? a. Documenting b. Perspective taking c. Smoothing d. Reaching out e. Focusing on interests

b