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Name:
Class:
Date:
Chapter 10—Managing Conflict and Negotiating
True / False
1. Conflict is a common occurrence in organizations.
a.
True
b.
False
2. Either too much or too little conflict may result in low performance.
a.
True
b.
False
3. Task conflict in organizations occurs when people disagree about what needs to be done.
a.
True
b.
False
4. Conflict can arise between a company and parts of its environment, such as suppliers and regulators.
a.
True
b.
False
5. The competing conflict management style usually involves friendly interactions.
a.
True
b.
False
6. Superordinate goals can result in decreased levels of conflict.
a.
True
b.
False
7. Third-party conflict mediators usually come from inside the organization.
a.
True
b.
False
8. Even when two people disagree, conflict doesn’t escalate unless one or both of the people experience emotions as a
result of the disagreement.
a.
True
b.
False
9. In a conflict, what a person says matters more than how she says it.
a.
True
Name:
Class:
Date:
Chapter 10—Managing Conflict and Negotiating
b.
False
10. When resolving conflict, it is better to focus on interests than on positions.
a.
True
b.
False
11. Although expressing one’s emotions can be beneficial in other conflicts, it is better to suppress one’s emotions entirely
during negotiation.
a.
True
b.
False
12. When mediating a conflict, you should ask leading questions.
a.
True
b.
False
13. Union-management relationships are a classic example of horizontal conflict.
a.
True
b.
False
14. Integrative negotiation is generally better than distributive negotiation.
a.
True
b.
False
15. Negotiators are not allowed to reject the proposed resolution of a conciliator.
a.
True
b.
False
16. The results of arbitration are legally binding.
a.
True
b.
False
17. Adjusting organizational design often reduces or eliminates structural conflict.
a.
True
b.
False
18. Resolving conflicts of interest often increases creativity.
Name:
Class:
Date:
Chapter 10—Managing Conflict and Negotiating
a.
True
b.
False
Multiple Choice
19. Which of the following is NOT true of conflict?
a.
It can be a creative force.
b.
It can end with people feeling better about something.
c.
It can impact company performance.
d.
It is influenced by emotions.
e.
It always entails at least some destruction.
20. Which of the following is NOT true of constructive conflict?
a.
It can energize behavior.
b.
It works best when people focus on their emotions.
c.
It can stimulate new ideas.
d.
It can promote healthy competition.
e.
It can result in higher-quality decisions.
21. The management department plans to grow based on several agreed upon goals, but department members can't seem
to agree on how goals will actually be achieved. The management department is experiencing
a.
information conflict.
b.
task conflict.
c.
process conflict.
d.
relationship conflict.
e.
values conflict.
22. A group of managers cannot agree on what the next month's sales goals ought to be. The group is experiencing
a.
values conflict
b.
task conflict
c.
process conflict
d.
relationship conflict
e.
information conflict
23. Which of the following arises due to interpersonal issues?
a.
values conflict
b.
task conflict
c.
process conflict
d.
relationship conflict
Name:
Class:
Date:
Chapter 10—Managing Conflict and Negotiating
e.
information conflict
24. New Wakefield Hospital has only one portable X-ray machine. The emergency room staff claim to have the greatest
need for the machine, but the surgeons in the operating room demand ready access to the machine. The conflict between
these two groups is a result of
a.
differing process goals.
b.
resource constraints.
c.
differing values.
d.
excessive competitiveness.
e.
interpersonal differences.
25. Which of the following is NOT true of negotiation?
a.
It can involve more than two parties.
b.
The parties involved have different preferences regarding an issue.
c.
It is fairly consistent across cultures.
d.
It is primarily about compromise.
e.
The parties can be groups or individuals.
26. ________ conflict is destructive conflict focused on emotions and differences between the two parties.
a.
Values
b.
Information
c.
Dysfunctional
d.
Constructive
e.
Structural
27. ________ conflict balances the interests of both parties to maximize mutual gains and the attainment of mutual goals.
a.
Values
b.
Information
c.
Dysfunctional
d.
Constructive
e.
Structural
28. In a dysfunctional conflict,
a.
some but not all of the potential gains from the conflict are realized.
b.
neither party typically withdraws from communicating.
c.
negative feelings do not carry over after the conflict ends.
d.
negative feelings tend not to become separated from the initial issue.
e.
no one is satisfied with the outcome.
Name:
Class:
Date:
Chapter 10—Managing Conflict and Negotiating
29. ________ conflict is a disagreement about what the goals should be.
a.
Values
b.
Task
c.
Process
d.
Relationship
e.
Information
30. ________ conflict is a disagreement about how to accomplish something.
a.
Values
b.
Task
c.
Process
d.
Relationship
e.
Information
31. ________ conflict occurs due to personality differences.
a.
Values
b.
Task
c.
Process
d.
Relationship
e.
Information
32. ________ conflict occurs due to perceived or actual incompatibilities in beliefs about what is right or wrong.
a.
Values
b.
Task
c.
Process
d.
Relationship
e.
Information
33. ________ conflict occurs when people are uninformed, misinformed, interpret things differently, or disagree about
what's relevant.
a.
Values
b.
Task
c.
Process
d.
Relationship
e.
Information
34. Conflicts of interest can occur over ________ issues, which include time, money, and physical resources.
a.
psychological
Name:
Class:
Date:
Chapter 10—Managing Conflict and Negotiating
b.
procedural
c.
ethical
d.
substantive
e.
cultural
35. Conflicts of interest can occur over ________ issues, which involve the way the conflict will be handled.
a.
psychological
b.
procedural
c.
ethical
d.
substantive
e.
cultural
36. Conflicts of interest can occur over ________ issues, which involve perceptions of fairness, trust, or interest in
participating.
a.
psychological
b.
procedural
c.
ethical
d.
substantive
e.
cultural
37. ________ conflict occurs as a result of process features of the organization.
a.
Values
b.
Task
c.
Structural
d.
Relationship
e.
Information
38. In the first stage of Glasl's model of conflict escalation, ________, the disagreement is recognized, but both sides
believe it can be resolved through discussion.
a.
hardening
b.
loss of face
c.
action over words
d.
debate
e.
images/coalitions
39. In the second stage of Glasl's model of conflict escalation, ________, each side's opinion becomes polarized and
emotions rise.
a.
hardening
b.
loss of face
Name:
Class:
Date:
Chapter 10—Managing Conflict and Negotiating
c.
action over words
d.
debate
e.
images/coalitions
40. In the third stage of Glasl's model of conflict escalation, ________, the idea that "talking no longer helps" emerges and
the conflict begins to get destructive.
a.
hardening
b.
loss of face
c.
action over words
d.
debate
e.
images/coalitions
41. In the fourth stage of Glasl's model of conflict escalation, ________, negative rumors are spread and stereotypes are
formed as each side prepares for a fight and conducts a search for supporters.
a.
hardening
b.
loss of face
c.
action over words
d.
debate
e.
images/coalitions
42. The fifth stage of Glasl's model of conflict escalation, ________, marks the beginning of open and direct aggression
intended to cause public shame to the opponent.
a.
hardening
b.
loss of face
c.
action over words
d.
debate
e.
images/coalitions
43. In the sixth stage of Glasl's model of conflict escalation, ________, ultimatums are made and conflict escalation
accelerates.
a.
together into the abyss
b.
threat as a strategy
c.
fragmentation of the enemy
d.
burn the unbelievers
e.
limited attempts to overthrow
44. In the seventh stage of Glasl's model of conflict escalation, ________, the opponent is no longer viewed as a person
and slight personal damage is considered acceptable.
a.
together into the abyss
Name:
Class:
Date:
Chapter 10—Managing Conflict and Negotiating
b.
threat as a strategy
c.
fragmentation of the enemy
d.
burn the unbelievers
e.
limited attempts to overthrow
45. In the eighth stage of Glasl's model of conflict escalation, ________, the goal becomes destruction and dissolution of
the system.
a.
together into the abyss
b.
threat as a strategy
c.
fragmentation of the enemy
d.
burn the unbelievers
e.
limited attempts to overthrow
46. In the ninth stage of Glasl's model of conflict escalation, ________, extermination of the opponent at the price of self-
extermination is considered acceptable.
a.
together into the abyss
b.
threat as a strategy
c.
fragmentation of the enemy
d.
burn the unbelievers
e.
limited attempts to overthrow
47. When a conflict begins to escalate, one of the best ways to prevent further escalation is to
a.
use hostile body language to indicate that you're not willing to be pushed around.
b.
instigate a shouting match, but only if you're pretty sure you will win.
c.
intimidate the other party by acting more aggressively than they were expecting.
d.
react equivalently to the other party and not overact.
e.
rally other people to your side.
48. Which conflict resolution strategy reflects a desire to give both parties what they want?
a.
compromising
b.
avoiding
c.
competing
d.
accommodating
e.
collaborating
49. Which conflict resolution strategy requires both sides to sacrifice something in order to end the conflict?
a.
compromising
b.
avoiding
c.
competing
Name:
Class:
Date:
Chapter 10—Managing Conflict and Negotiating
d.
accommodating
e.
collaborating
50. Which conflict resolution strategy entails pursuing one's interests without any regard for the other party's?
a.
compromising
b.
avoiding
c.
competing
d.
accommodating
e.
collaborating
51. Which conflict resolution strategy entails giving the other party what it wants?
a.
compromising
b.
avoiding
c.
competing
d.
accommodating
e.
collaborating
52. Which conflict resolution strategy entails ignoring the conflict or denying that it exists?
a.
compromising
b.
avoiding
c.
competing
d.
accommodating
e.
collaborating
53. Which conflict resolution strategy embodies an "I win, you lose" mindset?
a.
compromising
b.
avoiding
c.
competing
d.
accommodating
e.
collaborating
54. Which conflict resolution strategy embodies an "I lose, you win" mindset?
a.
compromising
b.
avoiding
c.
competing
d.
accommodating
e.
collaborating
Name:
Class:
Date:
Chapter 10—Managing Conflict and Negotiating
55. Which conflict resolution strategy embodies a "we both win some and lose some" mindset?
a.
compromising
b.
avoiding
c.
competing
d.
accommodating
e.
collaborating
56. Which conflict resolution strategy embodies an "I win, you win" mindset?
a.
compromising
b.
avoiding
c.
competing
d.
accommodating
e.
collaborating
57. Which conflict resolution strategy embodies a "Nobody wins, nobody loses" mindset?
a.
compromising
b.
avoiding
c.
competing
d.
accommodating
e.
collaborating
58. The compromising strategy entails a _________ concern for your interests and a _________ concern for the interests
of the other party.
a.
low, low
b.
low, high
c.
high, low
d.
high, high
e.
moderate, moderate
59. The avoiding strategy entails a _________ concern for your interests and a _________ concern for the interests of the
other party.
a.
low, low
b.
low, high
c.
high, low
d.
high, high
e.
moderate, moderate
60. The accommodating strategy entails a _________ concern for your interests and a _________ concern for the interests
of the other party.
Name:
Class:
Date:
Chapter 10—Managing Conflict and Negotiating
a.
low, low
b.
low, high
c.
high, low
d.
high, high
e.
moderate, moderate
61. The collaborating strategy entails a _________ concern for your interests and a _________ concern for the interests of
the other party.
a.
low, low
b.
low, high
c.
high, low
d.
high, high
e.
moderate, moderate
62. The competing strategy entails a _________ concern for your interests and a _________ concern for the interests of
the other party.
a.
low, low
b.
low, high
c.
high, low
d.
high, high
e.
moderate, moderate
63. Which of the following is NOT a recommended conflict resolution behavior?
a.
expressing emotions
b.
meeting separately with the people in the conflict
c.
smoothing
d.
documenting
e.
reaching out
64. Which conflict resolution behavior entails attempting to put yourself in the other person’s position and understand that
person’s point of view?
a.
documenting
b.
perspective taking
c.
smoothing
d.
reaching out
e.
focusing on interests rather than positions
65. Which conflict resolution behavior entails playing down the differences between the two sides while emphasizing
common interests?
