CH 7
As the responder, you should not agree with the complaint if you can't find anything of substance with which to agree.
FALSE
Diversity in the workplace could result in interpersonal conflict based on role incompatibility.
FALSE
A manager remarks, "In the problem-solving climate, it is important for the initiator's comment to be brief and to the point. The longer the opening statement, the longer it will take the two parties to work through their problem." What should you do? A) You should agree. B) You should disagree because clearly it is important to get all your feelings out in the opening statement so the responder knows where you stand. The longer the problem statement is, the more complete it is. C) You should disagree because the initiator should ask for suggestions of acceptable alternatives.
A
If you have an extremely low tolerance of ambiguity and it is important to you that you get your way on something, which conflict response alternative would you probably use? A) Forcing B) Accommodating C) Avoiding D) Compromising E) Collaborating
A
The facade is that this conflict response style appears to accomplish a great deal; however, in the long run, the hostility and resentment this approach creates quickly reverses what was accomplished in the short term. Which conflict style is this? A) Forcing B) Accommodating C) Avoiding D) Compromising E) Collaborating
A
The issue involved is very important to you, but you are not too concerned about the relationship you have with the other individual. Which conflict response would you most likely use? A) Forcing B) Accommodating C) Avoiding D) Compromising E) Collaborating
A
What is the focus of compromising, forcing, accommodating, and avoiding approaches to conflict management? A) Dividing up a "fixed pie" B) "Expanding the pie" C) A qualifying approach, somewhere between assertiveness and cooperativeness D) The Theory Y approach to management
A
Which of the following is not one of the "rules of engagement" for effective conflict management? A) Work with less information B) Focus on the facts C) Share commonly agreed-upon goals D) Interject humor into the decision process E) Maintain a balanced power structure
A
Which of the following is part of a general framework for collaborative problem solving? A) Separate the people from the problem B) Assign responsibility for the problem to the person who caused it C) Focus on positions, not interests D) Frame the problem in terms of potential losses if it's not solved
A
Which source of conflict is one of the more difficult to resolve? A) Personal differences B) Informational deficiency C) Role incompatibility D) Environmental stress
A
You recently hired individuals from China, Japan, and Korea to your office. What type of interpersonal conflict would be most likely? A) Personal differences B) Informational deficiency C) Role incompatibility D) Environmental stress E) There would be no conflict, as all the new hires are Asian.
A
If the norm in the office is "to go along to get along," which conflict response is being utilized? A) Forcing B) Accommodating C) Avoiding D) Compromising
B
If you care more about the relationship than the issue, what conflict response would you most likely use? A) Forcing B) Accommodating C) Avoiding D) Compromising E) Collaborating
B
If you need to initiate conflict with someone, what steps should you follow (in order)? A) Ask the person their side of the story, share your side of the story (including feelings and interpretations), describe the consequences B) Share the facts about people's behavior as you recall them, describe the consequences, and share your feelings C) Describe the facts you observed, suggest resolutions to the problem D) Describe how you feel, request a change, promise a reward
B
In describing your problem what should you do? A) Describe the behavior, outline specific observable consequences to the behavior, and finally describe your feelings. The order of these three should never vary. B) Describe the behavior, outline specific observable consequences to the behavior, and finally describe your feelings. The order of these three may vary. C) Focus on commonalities as the basis for requesting a change. D) Utilize a creative problem-solving presentation.
B
In discussing a problem with someone, what is the first step? A) Be sure your feelings are not known to the person who caused the problem in the first place B) Acknowledge accountability for your feelings C) Encourage two-way discussion D) Persist until understood
B
In effectively handling a conflict, what should you do? A) Adopt the most appropriate approach based on your dominant personality characteristics. B) Adopt the most appropriate approach depending on the nature of the conflict. C) Always choose collaboration.
B
In most cases, who is expected to set the tone for the meeting? A) Initiator B) Responder C) None of the above
B
In trying to determine a course of action, it becomes apparent that part of the team had used data supplied by the VP of Finance whereas others on the team had their data supplied from the VP of Marketing. What was a likely source for this conflict? A) Personal differences B) Informational deficiency C) Role incompatibility D) Environmental stress
B
Interpersonal problems don't get resolved, resulting in high levels of frustration. You probably used which approach to resolve conflicts? A) Forcing B) Avoiding C) Compromising D) Accommodating E) Collaborating
B
Leslie listened to Marco's plea that the team adopt his favorite project. She had serious misgivings about it, but didn't want to rock the boat. So she said, "Whatever. We'll just do it your way, Marco. What should I do next?" Leslie has just adopted which conflict management strategy? A) Avoiding B) Accommodating C) Capitulating D) Compromise
B
The four sources of conflict are (1) personality-defect, (2) informational deficiency, (3) role incompatibility, and (4) environmental stress. Which sources are correct? A) All the sources indicated are correct. B) All are correct except source 1. C) All are correct except source 4. D) Only sources 2 and 3 are correct.
B
Time is a moderately important factor, you have no power, and the ongoing relationship is critical to you. Which conflict response will you most likely use? A) Forcing B) Accommodating C) Compromising D) Avoiding
B
What does repeated use of the avoiding response to conflict management lead to? A) Win-win situations B) Frustration, because issues do not get resolved C) Both parities receiving "half a loaf" D) Avoidance of blame and resolution of the problem
B
When exploring options for resolution, what should the mediator do? A) Focus on positions, not interests B) Focus on interests, not positions C) Focus on both interests and positions D) Focus on one parties interests
B
You manage individuals from many different countries and cultures. A manager remarks, "Well, they may be from different cultures but within the organization there is only one culture you need to worry about, the organization's culture." How should you respond to this statement? A) You should agree with the statement made by the manager. B) You should disagree with the statement made by the manager. C) There is not enough information to decide.
B
How can disagreements between line and staff generally be resolved? A) Repairing the breakdown in the communication/information system B) Intervention of an objective third party C) The mediation of a common superior D) Redesigning their jobs
C
If subordinates are continually told to "split the difference," what may they conclude? A) That their manager is more interested in solving problems than in resolving disputes B) That their manager is avoiding the issue C) That their manager encourages game playing and that what they should really do is ask for twice as much as they need D) That their manager discourages game playing and that what they should really do is ask for only what they need
C
If you present a problem to someone, and he/she gets the general drift of your message but fails to comprehend how serious the problem is to you, what should you do? A) Forget about it because that person will never change B) Accept it because he/she did hear your message C) Persist until the problem is recognized D) Increase the level of conflict by forcing the issue
C
In discussing a problem you have with a co-worker, you notice that the co-worker acknowledges and agrees with your concerns. However, you believe he agreed with you to terminate the awkward conversation quickly, and you are not sure how sincere he was in acknowledging the problem. He probably used which conflict resolution method? A) Forcing B) Accommodating C) Avoiding D) Collaborating
C
Once you, as the initiator, have successfully identified the problem, what should you do? A) Ask for time to consider your options B) Recommend some solutions that are most beneficial to you C) Focus on common values and interests as the basis for requesting change D) Seek a mediator to work through the solutions
C
Once you, the responder, understand the initiator's complaint, what should you do? A) Ask for time to consider your options B) Recommend some solutions C) Ask for recommended solutions from the initiator D) Seek a mediator to work through the solutions
C
Participants become conditioned to seek expedient, rather than effective, solutions. You are probably using which approach to resolve conflict? A) Forcing B) Avoiding C) Compromising D) Accommodating E) Collaborating
C
Time is a moderately significant factor, the issue is not important to you, and the ongoing relationship is not critical. Which conflict response should be used? A) Forcing B) Accommodating C) Avoiding D) Compromising
C
What does research suggest about conflict? A) Conflict in the group causes the group's performance to improve and group members feel comfortable with it. B) Conflict in the group causes the group's performance to decline and group members feel uncomfortable with it. C) Conflict in the group causes the group's performance to improve and group members feel uncomfortable with it.
C
What would conflicts between people in the production and sales departments likely be based on? A) Personal differences B) Informational deficiency C) Role incompatibility D) Environmental stress E) Personality-defect theory
C
When mediating a conflict, when is meeting separately with the parties useful? A) When the parties agree on the root causes of the problem B) When parties have equal status C) When the parties have a history of recurring disputes
C
Which statement is true about conflict stemming from uncertainty about the work environment due to rapid, repeated change? A) This is the most difficult type of conflict to resolve because of the nature of change. B) This is intense and increases as the change becomes routine. C) This is intense and dissipates quickly as the change becomes routine. D) This is not intense and most find the experience very mellow.
C
You have been arguing with co-workers about a policy. If your boss accuses you of undermining the harmony of the group, which conflict response is he/she probably practicing? A) Forcing B) Accommodating C) Avoiding D) Compromising E) Collaborating
C
Recent research indicates that gender differences are only moderately correlated with conflict management style preferences.
TRUE
According to the results of one research study, what method of resolution was utilized most often by managers? A) Avoidance B) Accommodating C) Collaboration D) Forcing E) Compromise
D
Budget fights (people must do more with less) introduce which source of conflict into the situation? A) Personal differences B) Informational deficiency C) Role incompatibility D) Environmental stress E) Personality-defect theory
D
Downsizing encourages which type of interpersonal conflict? A) Personal differences B) Information deficiency C) Role incompatibility D) Environmental stress E) Personality-defect theory
D
If the issue is moderately important to all parties, time is not an issue, but the ongoing relationship has a certain level of importance, which conflict response should be used? A) Forcing B) Accommodating C) Avoiding D) Compromising
D
The bottom line about conflict is (1) it stimulates innovation and encourages personal involvement, (2) it stifles innovation and encourages political game playing that results in cynicism, and (3) it sparks creativity. Which statements are correct? A) All three statements are correct. B) Only statements 1 and 2 are correct. C) Only statements 2 and 3 are correct. D) Only statements 1 and 3 are correct. E) Only statement 3 is correct.
D
Which of the following is not a guideline provided by the general framework of collaborative problem-solving? A) Focus on interests, not positions B) Invent options for mutual gains C) Separate the people from the problem D) Clarify the differences between individuals' goals
D
Which statement is a possible rationale for using the compromising approach to conflict management? A) Disagreements are inherently bad because they create tension. B) Maintaining harmonious relationships should be the manager's top priority. C) It is better to risk causing a few hard feelings than to abandon an issue to which you are committed. D) Prolonged conflicts distract people from their work and engender bad feelings so you ask both parties to make sacrifices to move forward.
D
You believe your new co-worker, Greg, has taken advantage of you in a conflict resolution setting. What approach to resolving conflicts are you most likely to have used? A) Forcing B) Avoiding C) Compromising D) Accommodating E) Collaborating
D
Your boss is very upset with you. She screams at you and calls you all kinds of names. What should you do? A) Take it, it's not like you haven't heard the names before B) Discuss this problem with your boss's manager C) Calmly inform her that you don't have to listen to this and leave D) Tell her you do not have to tolerate personal attacks and when she calms down, you'll be happy to talk about the problem without the emotions
D
Your company is downsizing. If you advocate a plan to lay off employees equally from each department (10 percent from marketing, 10 percent from production, etc.), which response to conflict are you using? A) Forcing B) Accommodating C) Avoiding D) Compromising E) Collaborating
D
In a conflict situation, if the issue is extremely critical and time-sensitive, you are in a position of power, but the relationship is not critical, which conflict response is probably most appropriate? A) Compromising B) Accommodating C) Avoiding D) Collaborating E) Forcing
E
The problem is likely to be resolved. Also, all parties involved are committed to the solution and satisfied that they have been treated fairly. You probably utilized which conflict approach? A) Forcing B) Avoiding C) Compromising D) Accommodating E) Collaborating
E
Which approach is the only conflict management strategy that resolves the problem, the only one that is viewed as win-win? A) Forcing B) Avoiding C) Accommodating D) Compromising E) Collaborating
E
As the new manager of purchasing, your goal is to keep the peace, instill harmony, and make sure no one creates any waves. The type of conflict response you are most likely to use is avoidance.
FALSE
A recent trend is an increasing acceptance of the intellectual value of conflict accompanied by a tendency to embrace it as a means to achieve organizational goals.
FALSE
Although distributive negotiators assume an adversarial, competitive posture, the distributive perspective focuses on finding the best solution for both parties, rather than picking between the parties' preferred solutions.
FALSE
If time is a moderately significant factor, the relationship with other individual(s) is not critical, and the issue is extremely important to you, you are most likely to use the accommodating approach to handling conflict.
FALSE
Marla's co-worker, Peter, has failed to meet a deadline of providing her with information for a presentation. Marla's first step in discussing this problem with Peter should be to encourage a two-way discussion.
FALSE
Reorganization of the manufacturing operations in a pet food company resulted in the addition of a new third shift and a reallocation of responsibilities among the managers. Conflict ensued based on the uncertainty of who was going to have to work the third shift. The most likely source of the conflict in this situation is role incompatibility.
FALSE
The goal of the mediator is to assess who is responsible.
FALSE
When the conflict stems from information deficiency, the conflict is easy to resolve because of the intervention of a third party.
FALSE
With regard to conflict, the task of an effective manager is to encourage conflict as a means to get a high level of performance from subordinates.
FALSE
Research indicates that people-focused conflicts threaten relationships, whereas issue-based conflicts enhance relationships.
TRUE
In selecting a format to mediate a conflict, the mediator must assess the position of the disputants (are they both aware a problem exists?), the nature of the relationship, and the nature of the problem.
TRUE
Maria is from Mexico and Elaine is from Canada; they are customer service representatives. At least twice weekly, they get into an argument over how to handle a customer complaint. The most likely source of their conflict is personal differences.
TRUE
) Issue-focused conflicts are similar to rational negotiations, which can be viewed as an interpersonal decision-making process by which two or more people agree how to allocate scarce resources.
TRUE
) You have been told that each department's budget is to be cut by 6 percent for the next fiscal quarter. Top management stated this was the fairest approach, given declining sales. Top management is using a compromising approach to resolve potential conflicts.
TRUE
Compromise is the most appropriate approach when the issues are complex and moderately important, there are no simple solutions, and both parties have a strong interest in different aspects of the problem.
TRUE
In managing conflict, a manager must be able to understand how cultural differences and other diversity issues may affect the situation.
TRUE
The relevant situational factors to be used in selecting the most appropriate conflict management approach include the importance of the issue and the relationship, the relative power of the parties, and time constraints.
TRUE
When the problem is complex, the initiator should initially focus on a simple problem and build up from there.
TRUE
You feel vindicated, but others may feel defeated and possibly humiliated. The approach you probably used to resolve the conflict is forcing.
TRUE
Your peer in the shipping department has asked you to work this weekend in her place. You tell her you will have to think about it. The type of conflict response you have used is avoidance.
TRUE
