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Chapter 7 Analyzing Your Conflicts
EXAM QUESTIONS:
Chapter 7
1. All of the following are key concepts to Systems Theory except:
a. wholeness
b. organization
c. individualism
d. collectivism
e. patterning
Hocker: Interpersonal Conflict, 9e TB-7 | 2
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution
in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
2. Caitlin ran to her mother to tell on her brother, Sam. Caitlin said that Sam hurt her hand
when they passed each other on the stairwell. Understanding conflict, Caitlin's mom decided
to sit down with both of the children and ask them what happened, starting from when they
saw each other on the stairs. She found out that Caitlin, in fact, hurt her hand when she hit
Sam. Sam did nothing in return! Which principle of the system theory is Caitlin's mom
recognize?
a. Conflict in systems occurs in chain reactions.
b. Each member gets labeled, or programmed, into a specific role in the system.
c. System members must cooperate in order to keep conflicts going.
d. Systems develop rules for conflict that are followed even if they work poorly.
e. Sam is more honest than Caitlin.
3. Three bank employees had heard a lot of complaints from customers about how they were
treated by other employees of the bank. These three people began to talk regularly about the
problems they were hearing about and what they could do to avoid them in the future.
Formation of this council is an example of which coalition principle?
a. Coalitions begin for good reasons.
b. Coalitions and counter-coalitions become self-justifying.
c. Coalitions, which began as solutions to problems, become the problem.
d. Drawing coalitions gives you a diagnostic aid.
e. Forming coalitions occurs only in the workplace.
4. According to the Difficult Conversations Guide, which of the following is most
important?
a. identifying who is being difficult
b. learning to deal with difficult people
c. utilizing neutral third parties
d. asking yourself “what happened?”
e. isolating triggers
Hocker: Interpersonal Conflict, 9e TB-7 | 6
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution
in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
