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1. According to a survey of American Management Association executives, managers are likely
to spend about 20 percent of their time dealing with conflict.
2. Organizational conflict is not a natural part of an organizational structure and should be
eliminated immediately.
3. Decisions decrease in quality when conflicts are involved.
4. Half of American employers have implemented internal systems for conflict resolution.
5. Conflict develops due to perceived mutually exclusive goals.
6. When managers understand the sources of conflict, they aren’t able to select an appropriate
communication strategy.
7. Reminding managers of the organization’s overall goals can alleviate interdepartmental
conflict.
8. Venting hostility is detrimental to conflict solving.
9. The avoidance or withdrawal strategy combines a low concern for production with a low
concern for people.
10. When the accommodating strategy is used, managers try to deal with conflict by making the
employee with the most seniority happy.
11. The accommodating conflict resolution strategy is used more in low- to medium-performance
companies.
12. The party with the most information is likely to have the better position in a compromise.
13. The key to the win-win strategy is that it follows a combative problem-solving approach
rather than a mutual one.
14. In order to effectively implement the win-win approach managers must believe that
competition is better than cooperation.
15. A manager needs to enter the conflict situation believing others’ opinions are beneficial.
16. Research revealed that problem-solving groups with high trust would exchange relevant ideas
and feelings more openly.
17. People tend to discuss solutions before defining the problem.
18. Cognitive intelligence (IQ) is more important than emotional intelligence (EQ) for managerial
success.
19. Conflict is always destructive to the organization and should be avoided as much as possible.
20. The problem-solving strategy is also known as the win-win approach to conflict management.
21. According to a survey of American Management Association executives, managers are likely
to spend about _____ percent of their time dealing with conflict.
22. Which of the following choices is not a conflict-related axiom relevant to communication?
23. Which one of the following did the chapter identify as a source of conflict?
24. Perceived conflict is present when the parties
25. Which conflict should cause managers to be concerned with the dysfunctions of conflict?
26. Which activities might prevent workplace violence?
27. Which of the following is not a strategy presented for conflict resolution?
28. Managers who withdraw from conflict
29. ______ is the conflict resolution where managers try to deal with conflict by making
everyone happy.
30. Although likely to cause later conflicts, which conflict strategy is the most commonly used by
managers?
31. The manager who attempts to meet production goals at all costs, without concern for the
needs of others, would use which strategy?
32. Which of the following is not a part of the win-win strategy?
33. The chapter identified a series of beliefs managers need to have to successfully resolve
conflict. Which of the following was not one mentioned in the chapter?
34. Research shows that problem-solving groups with high trust will:
35. Which of the following is a communication principle that should be used in applying a win-
win conflict resolution strategy?
36. Which of the following is not a way to maximize environmental conditions for problem
solving?
37. Emotional intelligence includes all of the following skills except
38. Which of the following is the correct sequence of steps in the problem-solving process?
39. What percent of their time do managers spend dealing with conflict?
40. What is the principle that says we tend to perceive what is important and pleasing to us and
avoid what is not?
41. Organizational conflict is primarily caused by
42. The key to managing personally felt conflict and hostility is
43. In a large bureaucracy with an overabundance of policies, managers are most likely to
manage conflict with which strategy?
44. Compromise is the conflict resolution strategy to use when
45. When implementing the problem-solving strategy, which types of questions are appropriate?
46. How can conflict benefit an organization?
Type: E
47. Why do many managers not have the beliefs necessary for a win-win strategy?
48. Add several communication principles to the list in Chapter 10 that are necessary for a win-
win strategy.
49. List and describe the five steps in Dewey’s rational problem-solving process. Describe a
problem you faced by applying this process.
50. List and describe the five competencies of Emotional Intelligence identified by Daniel
Goleman.
