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Name:
Class:
Date:
Chapter 03: Handling Conflict, Cultural Diversity, and Relationships
Copyright Cengage Learning. Powered by Cognero.
Page 1
1. Low context cultures typically tend to rely minimally only on spoken words and handle conflict discretely and subtly.
a.
True
b.
False
ANSWER:
False
POINTS:
1
REFERENCES:
Define individualistic and collectivistic cultures and low-context and high-context cultures and explain
how different cultures view and react to conflict.
2. C-type conflict is relational and can side-track a team.
a.
True
b.
False
ANSWER:
False
POINTS:
1
REFERENCES:
Identify types of conflict and strategies for managing conflict in the workplace and explain when each
strategy works best.
3. Dominant style communicators feel more comfortable working with things than with people.
a.
True
b.
False
ANSWER:
False
POINTS:
1
REFERENCES:
List the four main communication styles typically used in the workplace and summarize tips for relating
with people of different styles.
4. Competition and voting are win-lose strategies.
a.
True
b.
False
ANSWER:
True
POINTS:
1
REFERENCES:
Identify types of conflict and strategies for managing conflict in the workplace and explain when each
strategy works best.
5. Avoiding (withdrawal) may be the best response to conflict when the involved parties lack the communication skills
necessary to prevent destructive escalations in the argument.
a.
True
b.
False
ANSWER:
True
POINTS:
1
REFERENCES:
Identify types of conflict and strategies for managing conflict in the workplace and explain when each
strategy works best.
6. The person who wishes to maintain neutrality at all costs and views conflict as a worthless and punishing experience
handles conflict by
a.
Withdrawal/avoidance
b.
Smoothing/accommodation
Name:
Class:
Date:
Chapter 03: Handling Conflict, Cultural Diversity, and Relationships
Copyright Cengage Learning. Powered by Cognero.
Page 2
c.
Compromise
d.
Collaboration
ANSWER:
a
POINTS:
1
REFERENCES:
Identify types of conflict and strategies for managing conflict in the workplace and explain when each
strategy works best.
7. Which style communicator is motivated by fear or insecurity?
a.
Private
b.
Dominant
c.
Sociable
d.
Open
ANSWER:
a
POINTS:
1
REFERENCES:
List the four main communication styles typically used in the workplace and summarize tips for relating
with people of different styles.
8. Which style cannot accept criticism gracefully and is usually argumentative?
a.
Private
b.
Dominant
c.
Sociable
d.
Open
ANSWER:
b
POINTS:
1
REFERENCES:
List the four main communication styles typically used in the workplace and summarize tips for relating
with people of different styles.
9. Which style communicator may make others feel uncomfortable by overusing both feedback and disclosure?
a.
Private
b.
Dominant
c.
Sociable
d.
Open
ANSWER:
d
POINTS:
1
REFERENCES:
List the four main communication styles typically used in the workplace and summarize tips for relating
with people of different styles.
10. Which style communicator solves conflict by smoothing over it?
a.
Private
b.
Dominant
c.
Sociable
d.
Open
ANSWER:
c
POINTS:
1
Name:
Class:
Date:
Chapter 03: Handling Conflict, Cultural Diversity, and Relationships
Copyright Cengage Learning. Powered by Cognero.
Page 3
REFERENCES:
List the four main communication styles typically used in the workplace and summarize tips for relating
with people of different styles.
11. Which type manager is more likely to empower employees by allowing employees to be involved in team decisions?
a.
Private
b.
Dominant
c.
Sociable
d.
Open
ANSWER:
d
POINTS:
1
REFERENCES:
List the four main communication styles typically used in the workplace and summarize tips for relating
with people of different styles.
12. This style of conflict resolution sees personal goals as more important than the goals of others.
a.
Accommodation
b.
Competition
c.
Compromise
d.
Collaboration
ANSWER:
b
POINTS:
1
REFERENCES:
Identify types of conflict and strategies for managing conflict in the workplace and explain when each
strategy works best.
13. Which of the following is a characteristic of A-type conflict?
a.
During A-type conflict, members tend to give and receive lots of feedback.
b.
A-type conflict tends to occur when group members are emotionally detached from the topic.
c.
During A-type conflict people often get angry due to their emotional attachment to the issues.
d.
Team members are open to serious debate and disagreements.
ANSWER:
c
POINTS:
1
REFERENCES:
Identify types of conflict and strategies for managing conflict in the workplace; explain when each
strategy works best.
14. Accommodation may be the best response to conflict when
a.
members are trained in problem solving.
b.
It's important to take the time to come up with a quality solution.
c.
It's important to maintain neutrality at all costs.
d.
the damage to the relationship would harm both parties.
ANSWER:
d
POINTS:
1
REFERENCES:
Identify types of conflict and strategies for managing conflict in the workplace; explain when each
strategy works best.
15. Which of the following is a characteristics of individualistic cultures?
Name:
Class:
Date:
Chapter 03: Handling Conflict, Cultural Diversity, and Relationships
Copyright Cengage Learning. Powered by Cognero.
Page 4
a.
Individual rights and autonomy are valued more highly than group rights.
b.
Individualistic cultures prefer collaborating and compromising to solve problems
c.
Individualistic cultures are relationship oriented.
d.
Individualistic cultures prefer avoiding and accommodating strategies to preserve friendships
ANSWER:
a
POINTS:
1
REFERENCES:
Define individualistic and collectivistic cultures and low-context and high-context cultures and explain
how different cultures view and react to conflict.
16. Which of the following is a description of messages in high-context cultures?
a.
Messages are clearly spelled out—that is, they are direct and explicit.
b.
The person’s gestures, facial expressions, and status are considered to be of major importance.
c.
It is the speaker’s responsibility to make sure the meaning is provided by the words.
d.
It is the speaker’s responsibility to make sure the message is well organized and structured.
ANSWER:
b
POINTS:
1
REFERENCES:
Define individualistic and collectivistic cultures and low-context and high-context cultures and explain
how different cultures view and react to conflict.
17. Which statement is true regarding maintaining interpersonal relationships in the workplace?
a.
The key to success for technology-driven organizations is based on the number of messages sent.
b.
Strong manager-employee relationships depend on avoiding disagreement.
c.
Interpersonal relationships are less important in multiunit and virtual organizations.
d.
Strong manager-employee relationships depend on praise, understanding and trust.
ANSWER:
d
POINTS:
1
REFERENCES:
Identify the role that interpersonal relationships play in organizational success.
18. Which statement is NOT true about maintaining effective relationships in the workplace?
a.
Job satisfaction rarely spills over into life satisfaction.
b.
Expectations continually change.
c.
Some research indicates that many employees do not trust employers.
d.
Clear expectations are important for physically isolated virtual organizations.
ANSWER:
a
POINTS:
1
REFERENCES:
Define the terms clear expectations, reciprocal relationships, self-fulfilling prophecy, and trust cycles
and explain what role each plays in developing and maintaining relationships.
19. When considering self-disclosure, it is true that:
a.
High levels of self disclosure create trust.
b.
Low levels of self disclosure create trust
c.
Appropriate self disclosure levels vary by culture
d.
No levels of self disclosure create trust.
ANSWER:
c
Name:
Class:
Date:
Name:
Class:
Date:
Chapter 03: Handling Conflict, Cultural Diversity, and Relationships
POINTS:
5
REFERENCES:
Determine your personal communication style by taking the Survey of Communication Styles, both long
and short forms, discussed in this chapter.
24. What are the factors involved in choosing a conflict strategy?
ANSWER:
When selecting a conflict strategy, consider user comfort level, organization and team preferences, and
the advantages and disadvantages of each strategy. Each conflict strategy is productive in some cases
and should be avoided in others. Avoidance is best if the issue is trivial. Accommodation is best if the
issue is minor or it is important to have member cooldown. Competition is best if immediate action is
needed. Compromise is best if both parties stand to gain and time is short. Collaboration is best if
members are trained in problem solving and parties have common goals.
POINTS:
5
REFERENCES:
Identify types of conflict and strategies for managing conflict in the workplace; explain when each
strategy works best.
25. What is the relationship between A-type and C-type conflict and conflict strategies?
ANSWER:
Recent research combined C- type and A-type conflict with conflict strategies. Collaboration reduces
both C-type and A-type conflict. Avoidance and competition almost always increase C-type conflict,
thus increasing A-type conflict. Accommodation decreases A-type conflict, but conflict can resurface.
POINTS:
5
REFERENCES:
Identify types of conflict and strategies for managing conflict in the workplace; explain when each
strategy works best.
