OB Ch10 (Quiz 7)
Americans have a higher tolerance for conflict as a way of working through issues than their Japanese counterparts.
True
Competition is an effective conflict handling style if the alternatives proposed are unethical.
True
Conflict can be dysfunctional if it involves personal attacks.
True
Conflict can result in both positive and negative outcomes.
True
Healthy conflict can be stimulated in a firm by having appointed individuals play "devil's advocate."
True
If conflict in an organization is too low, performance is also likely low.
True
If your job involves caring for others in a nursing home, you have an increased risk of experiencing workplace violence.
True
If your negotiating counterpart feels you are unfair or dishonest, he or she is less likely to make concessions.
True
Intrapersonal conflict can arise due to role ambiguity and role conflict.
True
It is a perfectly acceptable business practice to attempt to negotiate a higher salary with your boss.
True
Japanese negotiators learn information from what is not said as well as what is said that is then used in negotiations.
True
The platinum rule of negotiations is to care for others enough to treat them the way they want to be treated and long-term relationships will be established.
True
The strategy to utilize to achieve the best outcome from conflict is the collaborating style.
True
A person with a(n) _________ conflict handling style might say, "If it's important to you, I can go along with it."
accommodation
The conflict resolution process where a neutral third party listens to each side's case and makes a binding decision is called ___________.
arbitration
Commonly, the conflict resolution process of _________ follows that of ___________ but research indicates that the process of _____________ followed by ____________ actually leads to more voluntary agreements between the parties.
arbitration, mediation, arbitration, mediation
BATNA stands for _____ ___________ ___________ ___________ ____________.
best alternative to negotiated agreement
The final phase of the negotiation process, ______________, is where the two parties either come to an agreement on terms or one party has found the final offer to be unacceptable and walks away from it.
closure
The ____________ conflict handling style has the most potential to be highly effective in many different situations.
collaboration
When two people who are in conflict emphasize problem solving and integration of each other's goals, they are utilizing a ____________ conflict handling style.
collaboration
The ____________ negotiation strategy looks for ways for the two parties to integrate goals under a larger umbrella.
integrative
Two root causes of work conflict are task _______________ and ____________ goals.
interdependence, incompatible
Union and management conflicts are examples of ____________ conflict.
intergroup
When you are uncertain about what is expected or wanted, or have the sense of being inadequate to perform a task, you are experiencing _____________ _____________.
intrapersonal conflict
A key stage that is often ignored in the negotiating process is the ____________ phase where information is gathered.
investigation
If your counterpart feels you are being __________ in your negotiations, he is less likely to make any concessions.
unethical or dishonest or unfair
If both parties to a budget negotiation seek to expand the overall budget so that each party gets more, this is an example of which kind of negotiation strategy? a. integrative approach b. accommodating approach c. distributive approach d. concession approach
A
Nancy and Mary are in the same sorority. Nancy is running for the university's student government treasurer position. Mary says, "I'll never vote for her, whether she is my sister or not." Mary is experiencing what kind of conflict? a. interpersonal b. intergroup c. intrapersonal d. interdependent
A
Olivia and her teenage daughter, Natalie, are arguing again about whether Natalie should go to a family gathering this Sunday or attend an outing with her friends. Olivia and her daughter argue about this topic every week. This time, Olivia turns to her daughter and says, "OK, if it is that important that you go out with Jenna Sunday, then I can agree this time around." Olivia is using what conflict handling style? a. accommodation b. controlling c. collaboration d. avoidance
A
The accommodation conflict handling style is a. cooperative and unassertive. b. uncooperative and unassertive. c. cooperative and assertive. d. uncooperative and assertive.
A
Which conflict handling style is indicated by an individual who says, "Maybe we can both agree to give in a little."? a. compromise b. collaboration c. accommodation d. avoidance
A
Which of the following is NOT a good piece of advice to offer individuals who want to engage in successful negotiations? a. Don't establish deadlines; when the negotiations are over, they are over. b. Be patient; don't rush things. c. Don't worry about periods of silence; just wait. d. Focus on agreement first and then go back to those areas that are unresolved.
A
Which of the following is not a root cause of conflict in the workplace? a. task satisfaction b. communication issues c. limited resources d. personality differences
A
Which of the following is the first phase of the negotiation process? a. investigation b. presentation c. determining BATNA d. bargaining
A
Which of the following statements regarding ethics and negotiations is INCORRECT? a. Hardball negotiation tactics are fair game; the goal after all is to "get" all you can. b. If you try to destroy one party in negotiating, that party may return the favor at a future date. c. A party who feels you are being unfair will be less likely to make concessions. d. A party who feels you are dishonest may refuse to negotiate with you at all.
A
Which of the following statements regarding the arbitration-mediation approach is INCORRECT? a. Agreements between the two parties are less likely to occur with an arbitration-mediation approach than a mediation-arbitration approach. b. In the arbitration-mediation approach, the arbitrator makes a decision and then places it in a sealed envelope while the mediation progresses. c. The arbitration-mediation approach begins with both sides formally presenting their cases to the arbitrator. d. The mediation-arbitration approach is a more common approach than the arbitration-mediation one.
A
Which of the following steps is the FIRST you should undertake in negotiating a higher salary? a. Overcome your fear. b. Get the facts. c. Know what you want. d. Be assertive.
A
Mediation, arbitration and other ways of resolving conflicts with the help of a specially trained third party without need for a formal trial or hearing is called _____________ _________ _____________.
Alternative Dispute Resolution
All of the following statements are correct with regard to determining your BATNA EXCEPT a. The party with the best BATNA is in the best negotiating position. b. You must determine your own BATNA but there is little you can do with regard to the BATNA of the party with whom you are negotiating. c. Assessing the best alternative to a negotiated agreement assists you in deciding whether to accept an offer. d. The reason you negotiate is to obtain something better than what you would obtain without negotiating, so know your alternatives.
B
Conflict between two individuals such as coworkers is a. intrapersonal conflict b. interpersonal conflict. c. intergroup conflict. d. interdepartment conflict.
B
If two marketing groups within a firm's marketing department are vying against each other for a larger percentage of the budget, which option that the marketing manager could consider to manage the organizational conflict would be MOST effective? a. Take a majority vote on what the two departments feel is the best budget allocation. b. Focus the attention of the two groups on a common "enemy" such as another firm that that they compete with for business. c. Change the composition of the two departments. d. Restructure the entire department so that teams are no longer used.
B
Maris Manufacturing is a unionized company producing customized metal units for the appliance and medical equipment industries. Each contract negotiation is a contentious affair for the union and management. However, over the past few months both union and management officials have become very concerned about the number of Maris union employees who are experiencing alcohol-related issues. Last month alone, six employees sought medical assistance under the employee assistance program. Management and union officials will be meeting next week to address the issue. This is an example of what conflict handling style? a. accommodation b. collaboration c. compromise d. competition
B
Mediation is a. the process of bringing in a third party who has the authority to act as a judge and will make a binding decision. b. the process where a third party enters the situation with the goal of assisting the parties to reach an agreement. c. the process whereby two or more parties work toward an agreement. d. the process that involves people disagreeing.
B
Research shows that when confronted with a conflict situation, subordinates are most likely to use all of the following conflict handling styles EXCEPT a. compromising b. forcing c. avoiding d. accommodating
B
The conflict handling style that is uncooperative and unassertive is a. compromise. b. avoidance. c. accommodation. d. competition.
B
The investigation phase of the negotiation process involves a. understanding what your alternatives are. b. gathering information. c. making concessions. d. agreeing on terms.
B
Which of the following is NOT a common mistake in negotiations? a. Letting your ego get in the way. b. Deciding to negotiate. c. Having unrealistic expectations. d. Getting overly emotional.
B
Which of the following is NOT a recommended step in negotiating a higher salary for yourself? a. Overcome your fear. b. Begin aggressively. c. Get the facts. d. Listen more than you talk.
B
Which of the following is not a positive outcome of conflict in the organization? a. increased creativity b. accurate assumptions c. enhanced decision making d. individual viewpoint clarification
B
Which of the following occupations is least likely to offer an employee a high-risk situation for workplace violence? a. law enforcement b. education c. bartending d. overnight gas station attendant
B
Which of the following statements regarding conflict and its cures is INCORRECT? a. A bureaucratic organizational structure can lead to conflict between high and low power people. b. To avoid conflict in communication, focus on the person, not behavior or its effects. c. Conflict can be dysfunctional in an organization if it is excessive. d. Consideration of a broader range of ideas is a positive outcome of conflict in the organization.
B
Which of the following statements regarding to the first phase of the negotiation process, investigation, is INCORRECT? a. Investigation is the phase of the negotiation process that is often ignored. b. Focus on the party with whom you are negotiating first and then analyze yourself. c. The investigation phase of negotiation is designed to gather information. d. The investigation phase necessitates a clear understanding of priorities.
B
A mediator should enter a negotiation when a. personal differences are detected. b. the parties are only talking for short periods of time and tension is rising. c. the parties are unable to find a solution. d. a quick resolution is desired but not imperative.
C
Allan is a member of a union. The supervisor at the firm where he works gave Allan a three-day suspension for not wearing his protective shoes on the manufacturing floor of his firm. Allan appealed the suspension and the company's plant manager refused to rescind the suspension. The union wants to appeal this decision to a neutral third party for a ruling. What procedure does the union want to utilize? a. mediation b. negotiation c. arbitration d. conflict management
C
Conflict is a. a process whereby two or more parties work toward an agreement. b. a process where an outside third party enters the situation with the goal of assisting the parties to reach an agreement. c. a process that involves people disagreeing. d. a process that involves bringing in a third party who has the authority to act as a judge and will make a decision to which parties must adhere.
C
In which of the following scenarios are you most likely to experience conflict? a. Resources within the firm are relatively plentiful and most departments in the organization are seeing a modest increase in their annual budget. b. Interdepartment meetings have just been concluded that created a list of goals for each department that are compatible with one another. c. The firm just instituted a matrix structure. d. Self-awareness exercises have been completed and most of the team members were categorized as Type B.
C
In which of the following scenarios would you expect high performance? a. The five team members never have a negative word to say to each other; there never seems to be any conflict on the team. b. The two members of the team are constantly bickering. One never says anything without the other disagreeing. c. The team members seem to get along well enough, but on occasion they will argue about a number of issues. d. The three partners have an interesting relationship. Partner A is almost always in agreement with Partner B, but fights constantly with Partner C. Partners B and C get along at times and fight at times.
C
Intergroup conflict a. occurs between two individuals. b. occurs within the individual. c. occurs between two departments. d. occurs between team members.
C
Jared is a member of the engineering department in the manufacturing firm and also serves on the Strategy 2015 team, which is crafting an engineering strategy for the firm's future. He has a "Do not miss" meeting in the engineering department scheduled for Wednesday at 8 a.m. and just received an urgent email about a "Can't miss" meeting for the strategy group at 8:15 a.m. Wednesday morning. Jared is experiencing a. interpersonal conflict. b. role ambiguity. c. role conflict. d. group conflict.
C
Mark has been the teachers' union representative for contract negotiations for the past five contracts. Today the school district presented a counterproposal in which they requested that teachers make a minimal contribution for their healthcare premiums. The expiring contract makes the school district entirely responsible for the premiums. Mark is outraged. He throws the proposal given him on the floor and yells at the school district representative as he exits the negotiation room, "This is a pure and simple insult to my members and I will not sit at a table with anyone who treats them so poorly." Mark is committing what negotiation mistake? a. having unrealistic expectations b. letting past negative outcomes impact the present ones c. getting overly emotional d. letting his ego get in the way
C
Ned and Michael are managers of two different departments at Beckett Corporation. The two have not gotten along well over the years. Yesterday the two attended a budget meeting for the new fiscal year. Both wanted more funding for their departments. When the finance vice president suggested an increase for Ned's department, Michael became quite agitated and made a number of accusations about the nature of the numbers that Ned had used to support his position. After the meeting, Michael cornered the finance vice president in his office and continued his spiel on why his department deserved the extra funding but Ned's did not. What style of conflict handling does Michael exhibit? a. compromise b. accommodation c. competition d. avoidance
C
Nicholas is the production manager for a manufacturing firm. He has two supervisors who are experiencing conflict with each other based upon personality differences. Nicholas should have held a meeting last week to discuss next year's budget, but cancelled it because the two supervisors had a verbal confrontation on the shop floor the previous day. What conflict handling style is Nicholas demonstrating? a. compromise b. collaboration c. avoidance d. accommodation
C
Research on effective teams indicates that they experience a. high levels of relationship conflict. b. moderate levels of process conflict at the beginning of the project timeline. c. moderate levels of task conflict in the middle of the project timeline. d. moderate levels of relationship conflict and high levels of process conflict.
C
The BATNA is a. the first phase of the negotiation process. b. a delaying tactic in negotiation. c. important to assisting you in deciding whether to accept an offer or not. d. the process of making concessions in negotiation.
C
The collaborative conflict handling style is a. low in cooperativeness and low in competitiveness. b. low in competitiveness and high in cooperativeness. c. high in cooperativeness and high in competitiveness. d. high in competitiveness and low in cooperativeness.
C
The department managers for Zylog Corporation are meeting for a budget meeting. If the marketing manager gets the 6% increase he is requesting, the human resource manager will not get any increase in his department budget. This is an example of what kind of negotiation strategy? a. integrative approach b. accommodating approach c. distributive approach d. concession approach
C
The first step to an integrative approach to negotiation is a. listening. b. exploring options to achieving goals. c. adopting a cooperative stance. d. adopting an adversarial stance.
C
Though no conflict handling style is perfect, which style seems to be the most effective in many different situations? a. compromise b. competition c. collaboration d. accommodation
C
Which conflict handling style is indicated by an individual who says, "I don't really care if we work this out."? a. accommodation b. collaboration c. avoidance d. compromise
C
Which of the following factors does NOT increase your risk for violence in the workplace? a. caring for others emotionally b. dealing with valuables c. being well paid d. supervising others
C
Which of the following is an effective way to manage organizational conflict? a. consensus decision making b. change the team composition to have more diversity c. create a common opposing force d. eliminate hierarchy
C
Which of the following is not a root cause of conflict in a workplace? a. organizational structure b. task interdependence c. compatible goals d. personality differences
C
Which of the following statements regarding the bargaining phase of negotiation is correct? a. The bargaining phase gets the least amount of attention during the negotiation process. b. Making concessions during the negotiation process is a sign of weakness. c. A key to the bargaining phase is asking questions. d. This is the phase of negotiation where you determine your BATNA.
C
Which of the following statements regarding the process of mediation is INCORRECT? a. A mediator determines the underlying interests. b. A mediator clears up misunderstandings. c. A mediator resolves the charge made in a negotiation. d. A mediator incorporates areas of agreement into resolutions.
C
With regard to conflict, which of the following statements is INCORRECT? a. The best solution often requires a discussion of varying opinions. b. A lack of disagreement may indicate employees are withholding opinions. c. Conflict is inherently bad. d. A key to a healthy discussion is a focus on tasks, not personalities.
C
All of the following are examples of intrapersonal conflict EXCEPT a. role conflict. b. role differences. c. role ambiguity. d. role reversal.
D
All of the following statements regarding negotiations around the world are correct EXCEPT a. Given their culture, Chinese negotiators are uncomfortable saying "no." b. Some cultures find it disrespectful to negotiate prior to establishing a trusting relationship. c. Since Japan is a high context culture, information for negotiation is learned from what is not said as well as what is said. d. Eastern cultures tend view negotiations as a business activity while Western cultures see it as a social activity.
D
All of the following would be effective means of stimulating conflict EXCEPT a. assigning someone to play devil's advocate. b. encouraging disagreement with no fear of reprisal. c. creating competition between teams or individuals with a bonus for those with the best solution. d. building clarity into the situation.
D
During which phase of the negotiation process does an individual assemble the information gathered in such a manner that his position is supported? a. investigation b. determining the BATNA c. bargaining d. presentation
D
If there is conflict between two members of a team and the underlying reason for the conflict is personality differences, what is a viable way of managing the organizational conflict? a. Change the structure of the organization. b. Focus attention on a common enemy of the two clashing team members. c. Take a majority vote on which individual is causing more issues on the team. d. Change the composition of the team by separating the individuals at odds.
D
Intrapersonal conflict is a. a type of conflict between two people. b. conflict that takes place between different groups such as between different departments. c. a process that involves people disagreeing. d. a type of conflict that arises when a person is uncertain about what is expected or wanted or has a sense of being inadequate to the task.
D
Negotiation is a. the process that involves bringing in a third party who has the authority to act as a judge and will make a binding decision. b. the process that involves two people disagreeing. c. the process where a third party enters a situation with the goal of assisting the parties to reach an agreement. d. the process whereby two or more parties work toward an agreement.
D
Research indicates which of the following findings regarding negotiations is correct? a. Those who encounter anger during negotiation are likely to counter with an accommodation approach to negotiations. b. Though men have a greater tendency to negotiate in a salary situation, they are no more successful than women in securing an increase. c. Setting integrative goals is no more likely to improve the chances of arriving at an agreement than going into negotiations with adversarial goals. d. Individuals who were unable to negotiate a deal in previous negotiation situations tended to have lower outcomes in subsequent negotiations than those who had initially negotiated deals in the past.
D
Research shows that when managers are dealing with conflict they prefer which conflict handling style? a. compromising b. accommodating c. avoiding d. forcing
D
The United Auto Workers (UAW) and Ford Motor Company were negotiating a new agreement to address the auto industry woes during a severe economic downturn. Ford offered to consider delaying layoffs if the UAW agreed to changes in contractual work rules related to the jobs bank. This negotiation suggests the use of what conflict handling style? a. avoidance b. collaboration c. accommodation d. compromise
D
The competition conflict handling style a. is a middle ground style. b. is uncooperative and unassertive. c. is cooperative and unassertive. d. is highly assertive but low on cooperation.
D
The conflict handling style that is middle ground where an individual's desire to get his or her way but respect others' goals is a. competition. b. avoidance. c. accommodation. d. compromise.
D
Which of the following is NOT a negative outcome of conflict in the organization? a. excessive personal attacks b. climate of distrust c. employee feelings of being demeaned with resulting lower morale d. low individual stress
D
Which of the following is a high-risk situation where your job might be at risk for workplace violence? a. supervising others b. denying requests made by others c. caring for others d. all of the above
D
Which of the following statements about conflict is INCORRECT? a. Conflict can paralyze an organization. b. Conflict can lead to less than optimal performance. c. Conflict generally makes people uncomfortable. d. Conflict is always problematic in an organization.
D
Which of the following statements regarding common mistakes in negotiations is correct? a. Research shows that negotiation avoidance is particularly pronounced among men. b. Setting high goals decreases some of the tension of negotiations. c. Negotiators that have engaged in ineffective negotiations in the past are more likely to learn lessons which make them successful negotiators in the future. d. Those with greater power are more likely to be effective when using anger in negotiations.
D
Which of the following statements regarding negotiation strategies is correct? a. An adversarial stance is needed to begin integrative negotiation. b. Focusing on a "fixed pie" in negotiations is a good approach because it controls the number of options to be considered. c. Reviews of negotiation experiments indicate that in almost all those situations where an integrative approach to negotiations could be adopted, such an approach was utilized. d. Listening is a key element in the integrative approach to negotiation.
D
Which of the following statements regarding negotiations around the world is correct? a. American negotiators like to establish a strong relationship first while Chinese negotiators like to "get down to business". b. Japanese negotiators have a higher tolerance for conflict as a way of working through issues than their American counterparts. c. Japanese negotiators reveal more information during negotiations than their American counterparts. d. Japanese negotiators are likely to interpret negotiation offer patterns over time and include them in their negotiations.
D
Which of the following statements regarding the closure phase of negotiations is INCORRECT? a. Closure is the phase of the negotiation process where you either have come to an agreement or walk away from an unacceptable offer. b. Rejection of an offer during closure can be an opportunity to learn. c. It is not always clear why an agreement has not been reached during negotiation. d. If the best offer in a negotiation has been rejected, there is nothing left to do.
D
Which of the following statements regarding the relationship between conflict and performance is INCORRECT? a. Low conflict leads to low performance. b. Medium conflict leads to high performance. c. High conflict leads to low performance. d. Low conflict leads to high performance.
D
Which of the following statements regarding third party negotiations is correct? a. Individuals who utilized mediation indicated in a survey that they would not be supportive of using the process again. b. The mediator assists the parties in agreeing on mutually exclusive resolutions. c. Arbitrators help prepare for a formal hearing. d. Arbitration is an acceptable practice for many companies to resolve challenging problems.
D
Conflict in an organization is always bad.
False
Conflict management and negotiation tactics are art, not skills, and are very difficult to learn.
False
If the conflict in your workplace is between two individuals on a team, a good way to manage the conflict is to take a majority vote among other team members to determine who is right.
False
Interpersonal conflicts should be centered around individual differences, not ideas, to avoid conflict escalation.
False
Making a concession during negotiation is a sign of weakness.
False
Mediation is the process of bringing in a third party who has the authority to act as a judge and make a binding decision in the conflict situation.
False
Personal conflicts can be good in certain circumstances, but task conflicts are never good.
False
Research on effective teams indicates that they are characterized by low but increasing levels of task conflict.
False
Research suggests that when it comes to dealing with conflict, managers are more likely to engage in avoiding, accommodating or compromising styles than their subordinates.
False
Task independence is a root cause of much conflict in the organization.
False
The BATNA phase of the negotiation process should be ignored.
False
___________ is a process where an outside third party enters the situation with the goal of assisting the parties to reach an agreement.
Mediation
Those with unreasonable expectations in negotiations are no more likely to fail at negotiations than those with reasonable expectations.
False
Western cultures view negotiations as a social activity while their Eastern culture counterparts view it as a business activity.
False
___________ is the third phase of the negotiation process where you assemble the gathered information in a way to support your position.
Presentation
Research on effective teams indicates that they are characterized by low but increasing levels of process conflict.
True
The arbitration-mediation approach had led to voluntary agreements in a greater percentage of situations than the more common mediation-arbitration approach.
True
The closure phase of the negotiation process may include finding a final offer that is unacceptable and from which the party has walked away.
True
The first place to begin the investigation phase of negotiation is to look at yourself.
True
The integrative approach is a new creative approach to negotiation that can lead to a "win-win" situation.
True
The key to keeping conflict or disagreement healthy in an organization is to focus the discussion on the task, not the personalities.
True
The party with the best alternative to a negotiated agreement is in the best negotiating position.
True
The _________ conflict handling style is uncooperative and unassertive.
avoidance
The conflict handling style in which an individual has some desire to express his own concerns and get his way but still respects the other person's goals is the _______________ style.
compromising
A _____________ is giving up something to get something in return.
concession
The avoidance conflict handling style is characterized by high levels of cooperativeness and assertiveness.
False
Matrix-structured organizations often experience decisional conflict because each manager reports to two bosses.
True
The conflict handling style in which people are highly assertive but low on cooperation is _______________.
competition
A __________ amount of conflict is related to high performance.
moderate
The process where two parties work toward an agreement is ____________.
negotiation
Managing conflict and engaging in effective negotiations are key factors for a successful organization.
True
__________ is the process that involves people disagreeing.
Conflict
An individual who deals with conflict by saying, "Maybe we can both agree to give in a little," has an accommodating conflict handling style.
False
A common mistake women make is failing to negotiate their salary offers.
True
A high-risk situation where workplace violence has an increased risk is being a bank teller.
True
The ______________ phase of the negotiation process is where each party discusses his goals and seeks to get an agreement.
bargaining
The traditional "fixed-pie" approach where negotiators see the situation as a pie that has to be divided between them is the ______________ negotiation strategy.
distributive
