Chapter 14 : Managing conflict, change, and politics

Identify the true statements about the negative aspects of conflict.

- People involved in a conflict may take extra time off or sabotage equipment. - People who are busy arguing and trying to persuade others to take their sides are not involved in more productive activities.

Responding to conflict in order

1. Listen 2. Interpret 3. Agree with something 4. Find solutions 5. Agree on process 6. Implement

Managing conflict by confronting a problem and solving it in order.

1. Listening to both side of a problem 2. Attempting to understand rather than to place blame 3. The parties involved should identify the areas about which they agree ad the way they can both benefit from possible solutions 4. Both parties should examine their own needs and then proceed to reach a solution.

Arrange the steps that a supervisor should follow to mediate a conflict in the correct order.

1. The supervisor should establish a constructive environment and ask each person to explain what the problem is 2. The supervisor should ask the parties to the conflict to state individually what they want to accomplish or what will satisfy them 3. The supervisor should restate each party's position and ask all participants to suggest as many solutions as they can 4. The supervisor should encourage the employees to select a solution that benefits all of them 5. The supervisor should summarize what has been discusses and agreed on

During a conflict, a person with _____ is angry or upset about something but directs those feelings toward some other issue.

A hidden agenda

In the context of responding to a conflict, a central concern that is left unstated is _____.

A hidden agenda

In the context of the factors that can influence the success of a change in an organization, which of the following is a people-related variable involved in the change?

Attitudes

Identify a political strategy that is commonly used in organizations.

Building relationships

Based on Kurt Lewin's model of change, _____ is the phase where people begin trying to behave differently.

Changing

Harry grants permission for Priya to start automated sales at one of Bergman's locations. What stage of Lewin's model of change is Harry exhibiting?

Changing

Sylvia, a sales manager at a marketing firm, often threatens to fire her employees if their monthly sales targets are not met. In this scenario, Sylvia is displaying her _____.

Coercive power

_____ arises from fear related to the use of force.

Coercive power

Parties to a conflict who use the conflict management style of _____ are assuming they cannot reach a solution completely acceptable to everyone but would rather not force someone to accept a completely disagreeable choice.

Compromise

_____ is a conflict management strategy that involves parties to the conflict settling on a solution that gives both of them part of what they wanted.

Compromise

_____ refers to the struggle that results from incompatible or opposing needs, feelings, thoughts, or demands within a person or between two or more people.

Conflict

Confronting a problem and solving it is the conflict management strategy of ____.

Conflict resolution

Match the various types of power in an organization to their explanations

Connection power - this arises from a person's relationship to someone powerful Reward power - this arises from giving people something they want

_____ is an approach to building a power base in an organization.

Developing alliances with coworkers

Identify an ethical effort to establish a competitive edge in organizations.

Doing an exceptional job

The ability to manage emotions and interpersonal relationships is known as _____.

Emotional intelligence

Identify a true statement about the refreezing phase of Kurt Lewin's model of change.

Employees should be rewarded for behavior that shows they have made the desired change.

Robert has been working as a system administrator in a software company for a decade. All the employees rely on his _____ to resolve their computer systems-related issues.

Expert power

_____ is the type of power that arises from a person's knowledge or skills.

Expert power

A supervisor with coercive power is usually said to be "charismatic."

False

According to Kurt Lewin's model of change, the change process is complete only when employees recognize the need for change.

False

Conflict that arises between a subordinate and a supervisor because both have different political views is an example of intrapersonal conflict.

False

Parties using a compromising strategy to resolve conflicts get exactly what they want without experiencing any degree of frustration.

False

True or false: Showing off at social occasions is an effective way to build relationships.

False

True or false: Supervisors implementing change should provide opportunities for employees to ask questions just at the time a change is announced.

False

Identify a conflict that arises within an individual.

Intrapersonal conflict

Which of the following statements is true of position power in an organization?

It is possessed by every supervisor in some amount

In the context of strategies for conflict management, which of the following is true of compromise?

It makes sense when a problem is relatively minor.

Identify a true statement about an interpersonal conflict.

It may arise from differing opinions, misunderstandings of a situation, or differences in values or beliefs.

A cop arresting a person who ran a red light is exercising _____.

Legitimate power

A supervisor delegating tasks to employees is exercising _____.

Legitimate power

Match the types of power in an organization to their descriptions.

Legitimate power - this arises from the position a person holds Referent power - this arises from the emotions a person inspires

One of the commonly used political strategies in an organization is _____.

Making a good impression

Identify a true statement about the sources of change in organizations.

New laws and regulations often lead to changes within organizations.

Intentional acts of influence to enhance or protect the self-interest of individuals or groups are referred to as _____.

Organizational politics

Identify a true statement about people's resistance to change.

People's resistance to change is greatest when they are not sure what to expect.

Power that comes from a person's formal role in an organization is known as _____.

Position power

Assume Amir believes that Mark is a great person, so he is willing to work that much harder for Ollie during the holidays. What source of power may best explain this?

Referent

In an organization, a person with _____ is often called charismatic.

Referent power

Jonah, a supervisor, has an energetic personality and is enthusiastic about work. His team members are inspired by his personality and attempt to be more energetic at work. What type of power does he possess?

Referent power

_____ is the phase where a new behavior becomes part of an employee's regular processes according to Kurt Lewin's model of change.

Refreezing

Identify a guideline that supervisors may use in implementing change.

Roll out the change gradually.

Identify an approach involved in the building of a power base in an organization.

Seeking control over resources

Match the characteristics of people with the ability to manage emotions and interpersonal relationships with their descriptions.

Self awareness - recognizing their emotions and how they affect others Self-regulation - ability to control emotions and maintain integrity

Sometimes management or individuals intentionally bring about a conflict to achieve an objective. This is referred to as a(n) _____.

Strategic conflict

The objective in a(n) _____ is to use intentional competition to motivate employees to do exceptional work.

Strategic conflict

Identify an example that describes an intrapersonal conflict.

The choice between accepting a promotion that involves moving away from one's family and keeping one's current job to be near one's family.

Identify a true statement about socializing in organizations.

The wisest course to take when socializing is to be sensible but natural.

In an organizational context, compromise as a strategy for conflict management is best suited when _____.

Time is limited

Factors that can affect the success of a change include the kind of change to be made.

True

Implementing change and resolving conflicts are easier for a person who has a relatively strong position in an organization.

True

To do favors so that others will be in one's debt is an important way supervisors can build their power bases.

True

True or false: If two employees disagree over how to fill out time sheets for sick days, there is a conflict between the employees.

True

True or false: In the long run, the most successful way to look exceptional is to produce exceptional results.

True

True or false: Political skills help a supervisor obtain the cooperation and support of others in an organization.

True

True or false: When people do not understand the reasons for change, the effort to change does not seem worthwhile.

True

Identify a true statement about the first step in initiating a conflict resolution.

Understand the conflict by focusing on behavior, not on personalities.

The first step in initiating a conflict resolution is _____.

Understanding the conflict

Priya ends her presentation by asking her colleagues to imagine "a world where you never have to wait in line for your groceries again!" What stage of Lewin's model of change is Priya exhibiting?

Unfreezing

Identify a true statement about the positive aspects of conflicts.

When conflict serves as a signal that a problem exists, it can stimulate a creative response.

Kurt Lewin's model of change makes an assumption that _____.

an organization must provide a way for new behavior to become established practice when employees begin changing

When responding to a conflict, it is important to _____ to understand the problem.

avoid statements of blame

During the refreezing phase of Kurt Lewin's model of change, backsliding is likely when _____.

employees merely fulfill the basic requirements of a change without adjusting their attitudes

A true statement about the sources of change in organizations is that _____.

forming employee unions could lead to changes

In the context of mediating a conflict, if employees are calling one another names, a supervisor should _____.

have the employees concentrate on the issue instead of such destructive behavior

Hannah and Karen, paralegals at a law firm, fail to get along because of their differences in personality. Hannah is dedicated and focused, whereas Karen is easygoing. This scenario is an example of a(n) _____.

interpersonal conflict

A(n) _____ arises when a person has trouble selecting from among goals.

intrapersonal conflict

Having a child or taking an exciting job that requires an individual to travel throughout the year results in _____ of choosing between two good possibilities.

intrapersonal conflict

A true statement about the positive aspects of conflict is that _____.

it can serve as an opportunity for constructive problem solving and change

The first step in responding constructively to a conflict is to _____.

listen to the other person and try to make sense of what the problem is really about

Since change is a fact of organizational life, supervisors _____.

must determine how to make changes work rather than determine whether organizations should change

Kurt Lewin's model of change assumes that employees _____.

must see the status quo as less than ideal before a change can occur

One of the guidelines that supervisors may use while implementing change is _____.

promising to investigate if the supervisors do not know the answers to employee concerns

A true statement about the negative aspects of conflict is that _____.

sometimes conflict is seen as a need for someone to benefit at someone else's expense