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Chapter 11: Interpersonal Conflict Management
Multiple Choice Questions
1. Interpersonal conflict is about __________.
a) incompatible goals
b) who is right and who is wrong
c) getting your own way
d) making the other person see that you are right
2. If two people in a relationship fight, it means __________.
a) they have a bad relationship
b) they are normal
c) they are being petty
d) one will lose and one will win
3. Defining both content and relationship issues is one way of __________.
a) rejecting a solution
b) avoiding conflict
c) defining the conflict
d) steamrolling
4. An example of content conflict is __________.
a) trying to decide who is in charge of planning the weekend activities
b) disagreement over the cause of the recent recession
c) arguing that one is not being treated fairly
d) arguing that friendship is less important than family
5. Relationship conflict is concerned with __________.
a) issues within the relationship
b) one side winning and one side losing
c) saving the relationship at all costs
d) environmental issues that we argue about every day
6. Workplace conflict centers on __________.
a) content
b) relationships
c) content and relationships
d) recruitment
7. One of the positive things about conflict is that __________.
a) there is a clear winner
b) it forces individuals to examine a problem
c) there is a clear loser
d) it can be avoided
8. The __________ solution to conflict is appropriate in a courtroom or used-car lot, but
can be damaging to relationships by engendering frustration and resentment.
a) win win
b) win lose
c) lose lose
d) lose win
9. In which of the following collaborative styles do you address both your own and the
?
a) win win
b) win lose
c) lose lose
d) lose win
10. Conflict avoiders tend to use the __________ style of conflict resolution.
a) win win
b) win lose
c) lose lose
d) lose win
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11. The __________ strategy of conflict resolution is the one most likely to make the
next conflict less unpleasant.
a) win win
b) win lose
c) lose lose
d) lose win
12. What should you do before a fight to help resolve the conflict?
a) Recall past events in which you have been treated unfairly by the other person.
b) Bring in additional people who are on your side.
c) Be sure you are each ready to deal with the conflict.
d) Remind yourself how angry you are at the other person.
13. Which of the following is an example of defining the problem in specific terms?
t really care about the kids.
t given me a compliment in six months.
He cares more about his work than about
the one that asks you to focus on new ways to
look at a problem is the __________ hat.
a) creative new idea
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b) control of thinking
c) feeling
d) fact
the one that focuses attention on the emotional
responses to the problem is the __________ hat.
a) feeling
b) control of thinking
c) fact
d) positive benefits
the one that asks you to bec
advocate is the __________ hat.
a) positive benefits
b) negative argument
c) control of thinking
d) creative new idea
17. After a fight, __________ in order to demonstrate positive feelings.
a) increase the exchange of rewards and cherishing behaviors
b) avoid the other person
c) allow the argument to generate more significant conflicts
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d) forget it ever happened
the one that helps you analyze what you are
doing is the __________ hat.
a) feeling
b) control of thinking
c) fact
d) positive benefits
19. Which of the following are among the factors that influence the conflict management
strategies you choose?
a) your mindfulness and selfishness
b) gunnysacking and steamrolling
c) your emotional state and the goals you wish to achieve
d) nonnegotiation avoidance
20. Which of the following is a strategy for fighting actively?
a) taking responsibility for your own thoughts and feelings
b) passive fighting
c) focusing on the past
d) shouting
21. __________ is a conflict strategy in which you store up grievances and unload them
on the other person, even if they are irrelevant.
a) Steamrolling
b) Gunnysacking
c) Emoting
d) Face-attacking
22. Which of the following is the clearest example of evaluative messages?
a) trying to control the behavior of the other person
b) you-messages
c) insisting on having the last word
d) demonstrating indifference or lack of caring
23. A method of winning an argument by inflicting psychological pain is verbal
__________.
a) assertiveness
b) nonassertiveness
c) aggressiveness
d) argumentativeness
24. Verbal aggressiveness is __________.
a) providing confirmation
b) refusing to inflict psychological pain
self-concept
d) sharing a point of view
25. Argumentativeness is __________.
a) a willingness to argue for a point of view and should be cultivated
b) incompatible with assertiveness and should be avoided
c) preferred in collectivist cultures and should be the primary mode of interpersonal
communication
d) belligerent and mean-spirited and leads to relationship violence
26. Which of the following will an argumentative person do?
a) humiliate the other person
b) try anything to prevent arguments
c) treat disagreements objectively
d) seek to win at all costs
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True/False Questions
27. Incompatible goals do not create problems; how people deal with the incompatible
goals creates problems.
28. In a truly good relationship, there will be no conflict.
29. Compromise represents an I win and lose, you win and lose philosophy.
30. Accommodation represents an I lose, you win philosophy.
31. Broadly defined conflict is easier to deal with than conflict that is detailed.
32. Your attitudes and beliefs about what is fair will influence your readiness to
acknowledge the fairness in the other person s position.
33. Active fighting is a negative conflict management strategy.
34. Beltlining and blame are two face-attacking strategies.
35. Beltlining a problem means keeping it within limits.
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36. Verbal aggressiveness is the opposite of confirmation.
37. Argumentativeness leads to unproductive conflict strategies.
38. Conflict is best avoided.
39. Aggressiveness rather than argumentativeness is preferred in the workplace.
Fill-in-the-Blank Questions
40. __________ solutions promote mutual face-saving; both parties can feel good about
themselves.
philosophy.
42. The __________ style of conf philosophy.
43. Th philosophy.
44. Gunnysacking and nonnegotiation are forms of __________.
45. Nonnegotiation in which you hammer away at your own point of view until the other
person gives in is called __________.
46. Storing up grievances so that you may unload them during a fight is called
__________.
47. The person who appears to know it all is likely to be resented, so certainty often sets
up a(n) __________ climate.
48. When setting the stage for conflict management, it is best to fight in __________.
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Essay Questions
49. What are the seven stages of conflict management discussed in the text?
50. Identify each of the five myths about conflict.
51. Discuss each of the six principles of interpersonal conflict.
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52. Explain why the compromise style of conflict resolution is not the ideal style.
53. Contrast productive conflict strategies with unproductive conflict strategies.