Chapter 11 Conflict Management
True / False Questions
1.
(p. 262)
In American business, the workplace contains a greater amount of conflict today than in
the past, mainly because of the movement of the United States from an industrial economy
to a service-dominated economy.
TRUE
2.
(p. 262)
Conflicts always affect the workplace negatively.
FALSE
3.
(p. 262)
Conflicts can be classified as functional or dysfunctional.
TRUE
4.
(p. 262)
A manager should try whenever possible to change a dysfunctional conflict into a
functional one.
TRUE
5.
(p. 262)
Conflict in a work place is harmful because it can lead to groupthink.
FALSE
6.
(p. 263)
Person-versus-group conflict can involve someone who never was a member of the group,
but who opposes it.
TRUE
7.
(p. 263)
If you know what type of conflict you are involved in, that knowledge can help you discover
how best to resolve it.
TRUE
8.
(p. 263)
Values conflicts tend to focus on disagreements over what a statement or concept means.
FALSE
9.
(p. 264)
A potential solution to “negotiation-of-selves” conflict is to build positive and stable self–
concept.
TRUE
10.
(p. 264)
Difficulty with self-definition is typically the source of values conflict.
FALSE
11.
(p. 265)
Negotiation-of-selves conflict primarily arises when a conflict factor is built into the
structure or the policies of the organization.
FALSE
12.
(p. 265)
One should resist the temptation to solve values conflicts, as it is almost always
counterproductive.
FALSE
13.
(p. 266)
Institutionalized conflict erupts over differences in self-definition.
FALSE
14.
(p. 268)
Democratic vote is a win-win approach to conflict resolution.
FALSE
15.
(p. 268)
In the arbitrary approach of conflict resolution, a conflict manager decides which side is
right and which is wrong, then considers the issue to be resolved.
TRUE
16.
(p. 268)
The main approach in a lose-lose strategy of conflict resolution is compromise.
TRUE
17.
(p. 269)
A competitor is most likely to try a lose-lose approach to conflict resolution, especially if he
or she is personally involved in the conflict.
FALSE
18.
(p. 269)
According to the Thomas-Kilman Conflict Model, avoiders typically say negative things
about a conflict they have been involved in if someone else brings it up.
FALSE
19.
(p. 269)
According to the Thomas-Kilman Conflict Model, needs of both parties involved are
legitimate and important to the “collaborator.”
TRUE
20.
(p. 269)
According to the Thomas-Kilman Conflict Model, “competitors” demonstrate assertive but
cooperative behavior.
FALSE
21.
(p. 269)
According to the Thomas-Kilman Conflict Model, it is important for a “compromiser” that all
parties achieve basic goals and maintain good relationships.
TRUE
22.
(p. 271)
A compromiser generally doesn’t feel as much of a need to rush to a solution as a
competitor does.
TRUE
23.
(p. 271)
In the context of styles of conflict management, the “compromisers” have the strongest
need to rush to the solution because they see “agreement” as more important than the
issue itself.
FALSE
24.
(p. 271)
In an organization, high conformers think independently, solve problems creatively, and
often cause some conflict in the process.
FALSE
25.
(p. 271)
Working with and managing low conformers requires a special capacity for patience and
good will.
TRUE
11-5
26.
(p. 272)
A manager won’t be able to change a low conformer any more than he or she is likely to
change a high conformer.
TRUE
27.
(p. 273)
One way of dealing effectively with an envious person is to avoid excessive contact with
him or her.
TRUE
28.
(p. 273)
Whiners and complainers are good at taking advantage of sympathetic listeners.
TRUE
29.
(p. 274)
Passive people are unresponsive because they are very good at screening out irrelevant
material.
FALSE
30.
(p. 275)
One way to deal with passive people is to ask open–ended questions.
TRUE
Multiple Choice Questions
31.
(p. 262)
Which of the following statements is true of an inner conflict?
A.
It refers to the conflict between members of the same group.
B.
It is always dysfunctional.
C.
It primarily involves values, loyalties, and priorities.
D.
It takes place when already-formed groups have conflicts with each other.
32.
(p. 262–
263)
Dennis has received two job offers with attractive employee benefits. He finds it difficult to
choose one of the two offers as both offers are equally good. Identify the conflict that
Dennis is facing.
A.
Inner conflict
B.
C.
Content conflict
D.
Negotiation-of-selves conflict
33.
(p. 263)
Rodin and Ian work in the marketing team of their company. Rodin considers Ian a red-tape
bureaucrat, while Ian considers Rodin unethical. They often have trouble working together
on the same projects. The conflict between Ian and Rodin can be described as:
A.
negotiation-of-selves conflict.
B.
inner conflict.
C.
person-versus-person conflict.
D.
content conflict.
34.
(p. 263)
Which of the following conflicts is most likely to occur when a member of a group breaks
its rules, or norms?
A.
Content conflict
B.
Institutionalized conflict
C.
Negotiation-of-selves conflict
D.
Person-versus-group conflict
35.
(p. 263)
Which conflict primarily focuses on disagreements over what a statement or what a
concept means?
A.
Values conflict
B.
Content conflict
C.
Institutionalized conflict
D.
Negotiation-of-selves conflicts
36.
(p. 263)
Which of the following factors is typically involved in a content conflict?
A.
Argument over the existence of an idea
B.
Argument over the values of another person
C.
Differences in self-definition
D.
Differences in belief systems
37.
(p. 264)
Michael has an argument with his supervisor about whether or not the responsibility he’s
just been asked to take on is included in his job description. He felt that his job description
was ambiguous and the task he was assigned not appropriate for him. In this scenario,
Michael is having a content conflict over the:
A.
existence of a concept.
B.
differences in belief systems.
C.
meaning of a concept.
D.
differences in self-definitions.
38.
(p. 264)
Which of the following is a source of values conflict?
A.
Disagreement on rightness of ideas
B.
Difficulties with self-definition
C.
Competition over resources within a company
D.
Disagreement on basic beliefs
39.
(p. 264)
A potential solution to the institutionalized conflict is to:
A.
build a positive and stable self-concept.
B.
revise organizational policies or structure.
C.
tolerate value differences.
D.
check another source to verify who is right.
40.
(p. 264)
Which conflict erupts over differences in self-definition?
A.
Conflicts arising from differences in values
B.
Institutionalized conflict
C.
Negotiation-of-selves conflict
D.
Conflicts arising from non-fulfillment of self-actualization needs
41.
(p. 265)
Negotiation-of-selves conflict primarily arise:
A.
over differences in self-definition.
B.
from resources or power within a company.
C.
due to non-fulfillment of self-actualization needs.
D.
when there is a clash between the basic self-beliefs held by two people.
42.
(p. 268)
Which of the following conflict resolution strategies uses democratic vote as a method to
resolve conflicts?
A.
Collaborative approach
B.
Lose-lose strategy
C.
Win-win strategy
D.
Win-lose strategy
43.
(p. 268)
The democratic vote approach is not as effective in resolving conflicts in organizations as it
is in the political system because:
A.
most organizations use a series of checks and balances before using democratic vote.
B.
the majority vote leaves a minority of unhappy people without any real recourse.
C.
it leaves people unhappy on both sides of the issue as nobody gets what they want.
D.
it typically leads to a lose-lose situation.
44.
(p. 268)
In which of the following ways does the arbitrary approach of the win-lose strategy work?
A.
The conflict manager decides which side is right and which is wrong, then considers the
issue to be resolved.
B.
The conflict manager focuses on reaching a compromise in which nobody gets what
they want, but everyone can live with the decision.
C.
The conflict manager primarily focuses on satisfying as many of each side’s needs as
possible.
D.
The conflict manager tries to make both sides feel that they have come out on top.
45.
(p. 268)
Which of the following conflict resolution strategies produces unhappy people on both
sides of an issue?
A.
Win-win strategy
B.
Win-lose strategy
C.
Lose-lose strategy
D.
Collaborative approach
46.
(p. 268)
Which of the following is the main approach to a lose-lose strategy?
A.
Arbitration
B.
Democratic vote
C.
Collaboration
D.
Compromise
47.
(p. 268)
Which of the following is a characteristic of the win–win strategy of conflict resolution?
A.
This strategy focuses on compromise where everyone gives up something.
B.
This strategy leads to a solution in which both sides feel that they have come out on
top.
C.
This strategy allows one side of a conflict to win at the expense of the other.
D.
This strategy gives little attention to tracing the development of the conflict; thus, the
solutions are mostly short term.
48.
(p. 269)
According to the Thomas-Kilman Conflict Model, in which style of conflict management is
the manager cooperative even at the expense of personal goals?
A.
Avoidance style
B.
Competitor style
C.
Compromising style
D.
Accommodating style
49.
(p. 269)
In the context of the Thomas-Kilman Conflict Model, which of the following is a defining
characteristic of a competitor?
A.
He or she is cooperative and nonaggressive.
B.
He or she is confrontational and aggressive.
C.
He or she ignores or passes over issues.
D.
He or she is cooperative even at the expense of personal goals.
50.
(p. 269)
According to the Thomas-Kilman Conflict Model, which style has the highest respect for
mutual support?
A.
Win-lose style
B.
Lose-lose style
C.
Avoidance style
D.
Problem-solving style
51.
(p. 269)
Which of the following statements best describes a conflict manager who is a competitor?
A.
He or she is someone who would rather not be around conflict at all and values
neutrality highly.
B.
He or she is someone who brings both sides together for a discussion and is most likely
to bring about a win-win solution.
C.
He or she is someone who is most likely to try a win–lose approach to conflict
resolution.
D.
He or she is someone who wants to avoid conflict by engaging in positive thinking.
52.
(p. 269)
A conflict manager with a competitor style will:
A.
often mistakenly assume that if a conflict involves only other people, it should be left
only to them.
B.
typically open communication channels and learn about what issues each party feels
are most important.
C.
most likely try and arrive at a win-win position for all the parties involved.
D.
be afraid of the disruption that could result from other people’s conflict.
53.
(p. 269)
Which of the following statements best describes a conflict manager who is an avoider?
A.
He or she is someone who would rather not be around conflict at all and values
neutrality highly.
B.
He or she is someone who is most likely to try a win–lose approach to conflict
resolution, especially if he or she is personally involved in the conflict.
C.
He or she is someone who uses his or her skills to blend differences and form a
workable alternative.
D.
He or she is someone who brings both sides involved in a conflict together for a
discussion and is most likely to bring about a win-win solution.
54.
(p. 271)
Which of the following is more important than the issue itself to a “compromiser”?
A.
Remaining neutral
B.
Arriving at a win-win solution
C.
Arriving at an agreeable solution.
D.
Arriving at a win-lose solution
55.
(p. 271)
Nadine is a project manager for Sellofone Company. She avoids conflict in her team by
telling her team members “Don’t worry. Be happy!” When there is a conflict in the team,
she asks them to “look on the bright side.” As a result, her subordinates feel that their
problems are not being taken seriously. Which conflict management style does Nadine
follow?
A.
Collaboration style
B.
Compromising style
C.
Accommodating style
D.
Problem-solving style