Managing Conflict Chapter 7

You should agree

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?

Only statement 2 is correct

A person is probably an ineffective conflict manager if she/he (1) chooses an approach to resolve conflict based on an assessment of the situation, (2) relies on one or two strategies regardless of changing circumstances, and (3) implements the collaborative approach too often. Which statements are correct?

Forcing

According to the results of one research study, what method of resolution was utilized most often by managers?

Accommodation

Bill is described as an idealistic person. He is trustworthy, optimistic, and loyal. Which conflict style would he most likely prefer?

Environmental change

Budget fights (people must do more with less) introduce which source of conflict into the situation?

Compromising

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?

Persist until the problem is recognized

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?

Acknowledge accountability for your feelings

In discussing a problem with someone, what is the first step?

Avoidance

Mary is very self-reliant, cautious, and methodical in her approach to everything. When she encounters conflict, which approach to conflict would she prefer?

Ask for recommended solutions from the initiator

Once you, the responder, understand the initiator's complaint, what should you do?

Only statements 1 and 3 are correct.

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?

Only 2 and 3

The collaborating approach should be used when (1) the issue is not critical, (2) the relationship is important, and (3) time is not an issue. Which statements are correct?

Forcing

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?

Frustration, because issues do not get resolved

What does repeated use of the avoiding response to conflict management lead to?

Conflict in the group causes the group's performance to improve and group members feel uncomfortable with it.

What does research suggest about conflict?

Role incompatibility

What would conflicts between people in the production and sales departments likely be based on?

Focus on interests, not position

When exploring options for resolution, what should the mediator do?

When the parties have a history of recurring disputes

When mediating a conflict, when is meeting separately with the parties useful?

Collaborating

Which approach is the only conflict management strategy that resolves the problem, the only one that is viewed as win-win?

Personal Differences

Which source of conflict is one of the more difficult to resolve?

Avoiding

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?

Personal Differences

You recently hired individuals from China, Japan, and Korea to your office. What type of interpersonal conflict would be most likely?

Environmental stress

Downsizing encourages which type of interpersonal conflict?

Forcing

George is very self-confident and persuasive. Recently, he started a new business focusing on the repair of automobile bumpers. When he encounters conflict, which approach to conflict would he prefer?

Describe the behavior, outline specific observable consequences to the behavior, and finally describe your feelings. The order of these three may vary.

In describing your problem what should you do?

Avoiding

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?

Adopt the most appropriate approach depending on the nature of the conflict.

In effectively handling a conflict, what should you do?

Only Statements one and two are correct

In the problem identification stage, as a mediator you should (1) acknowledge that a conflict exists, (2) maintain a neutral posture, and (3) explore options by focusing on the positions behind stated interests. Which statements are correct?

Informational deficiency

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?

That their manager encourages game playing and that what they should really do is ask for twice as much as they need

If subordinates are continually told to "split the difference," what may they conclude?

Accommodating

If you care more about the relationship than the issue, what conflict response would you most likely use?

Forcing

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?

Accommodating

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?

All are correct except source 1.

The four sources of conflict are (1) personality-defect, (2) informational deficiency, (3) role incompatibility, and (4) environmental stress. Which sources are correct?

Work with less information

Which of the following is not one of the "rules of engagement" for effective conflict management?

Prolonged conflicts distract people from their work and engender bad feelings so you ask both parties to make sacrifices to move forward.

Which statement is a possible rationale for using the compromising approach to conflict management?

This is intense and dissipates quickly as the change becomes routine.

Which statement is true about conflict stemming from uncertainty about the work environment due to rapid, repeated change?

Avoiding

Interpersonal problems don't get resolved, resulting in high levels of frustration. You probably used which approach to resolve conflicts?

Compromising

Participants become conditioned to seek expedient, rather than effective, solutions. You are probably using which approach to resolve conflict?

Only statement 3 is correct

Research study results suggest (1) Asian cultures prefer accommodating and forcing more than Western cultures, (2) Americans prefer avoiding more than Asian cultures, and (3) compromise is the most preferred style across cultures. Which statements are correct?

Only Statements 2 and 3

The difference between distributive negotiation strategies and integrative negotiation strategies is that (1) distributive strategies focus on expanding the pie and integrative strategies focus on dividing the pie, (2) distributive strategies focus on dividing the pie and integrative strategies on expanding the pie, and (3) distributive strategies rely sometimes on the compromise approach and integrative strategies rely on the collaborating approach. Which statements are correct

Only statements 1 and 3 are correct.

After presenting the problem, the initiator should (1) not make accusations, (2) draw inferences about the responder's motivations, and (3) not attribute the undesirable behaviors to the respondent's personal inadequacies. Which statements are correct?

The mediation of a common superior

How can disagreements between line and staff generally be resolved?

Accommodating

If the norm in the office is "to go along to get along," which conflict response is being utilized?

Responder

In most cases, who sets the tone for the meeting?

Forcing

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?

Accommodating

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?

Avoiding

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?

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

Your boss is very upset with you. She screams at you and calls you all kinds of names. What should you do?

Collaborating

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?

Dividing up a "fixed pie"

What is the focus of compromising, forcing, accommodating, and avoiding approaches to conflict management?

You should disagree with the statement made by the manager.

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?

Compromising

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?