Chapter 11

Rights violations trigger greater anger among __________ whereas violations over duties and face cause greater anger among ___________.

a. Americans, Koreans

In which stage of conflict escalation does one side get frustrated by debate and take action without consulting the opponent?

a. action over words

What conflict management style reflects a desire to give both parties what they want?

a. collaborating

Which of Glasl's conflict escalation stages involves behaviors like verbal confrontation and argumentation?

a. debate

When it is no longer possible to "win" but simple to "outlast" the opponent, conflict has escalated to what stage?

a. fragmentation of the enemy

By definition, ______________ conflict occurs between groups at the same organizational level.

a. horizontal

What stage of conflict escalation involves attacks on the opponent's core identity?

a. images and coalitions

When trying to resolve conflict, you should focus on _________ rather than ________.

a. interests, positions

When the opponent is no longer seen as a person, conflict has escalated to which stage?

a. limited attempts to overthrow

Management guru Warren Bennis said that "Leaders do not avoid, repress, or deny conflict, but rather see it as an ____________."

a. opportunity

What term refers to conflict arising from perceived or actual incompatibilities in belief systems?

a. values conflict

What emotions are most likely to fuel relationship conflict?

b. anger and frustration

What conflict management style is characterized by each side sacrificing something in order to end the conflict?

b. compromising

Which of the following is NOT a risk factor for co-worker violence?

b. fairness

Relatively calm discussion occurs during which of Glasl's nine stages of conflict escalation?

b. hardening

What stage of conflict escalation focuses on attacks on the opponent's public image?

b. loss of face

What stage of conflict escalation focuses on exposure of and distrust in the opponent?

b. loss of face

What term refers to the act of trying to put yourself in the other person's position and understand their point of view?

b. perspective taking

When trying to de-escalate conflict, you should NOT do which of the following?

b. raise your voice

What stage of conflict escalation involves presenting ultimatums which restrict future alternatives?

b. threat as a strategy

By definition, _____________ conflict occurs across different hierarchical levels in the organization.

b. vertical

Which conflict management style involves pursuing one's own interest at the expense of the other party?

c. competing

When trying to de-escalate conflict you should do which of the following?

c. make eye contact

What term refers to playing down the differences between the two sides while emphasizing common interests?

c. smoothing

Which of the following is the cooperative conflict management style characterized by a low concern for one's own interests?

d. accommodating

Information conflict occurs when people ____________

d. all of these

Which of the following increase(s) the chances of resource conflicts?

d. all of these

Which conflict management style involves ignoring the conflict or denying that it exists?

d. avoiding

What stage of conflict escalation is characterized by a "win or lose" mentality and attempts to save one's own reputation?

d. images and coalitions

Annihilation at any cost including personal destruction is characteristic of what stage of conflict escalation?

d. together into the abyss

Which term refers to arguing vigorously for your own opinions and refusing to change your position regardless of what you will have to sacrifice?

d. winning at all costs