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Chapter 10—Managing Conflict and Negotiating
a.
documenting
b.
perspective taking
c.
smoothing
d.
reaching out
e.
focusing on interests rather than positions
c
66. Which conflict resolution behavior entails contacting the other party, making the first move, and trying to make
amends?
a.
documenting
b.
perspective taking
c.
smoothing
d.
reaching out
e.
focusing on interests rather than positions
67. Which conflict resolution behavior reflects the fact that by focusing on the outcome, the root cause of the conflict is
more likely to be addressed?
a.
documenting
b.
perspective taking
c.
smoothing
d.
reaching out
e.
focusing on interests rather than positions
e
68. Which conflict resolution behavior entails writing down areas of agreement and disagreement to ensure common
understanding and clear communication?
a.
documenting
b.
perspective taking
c.
smoothing
d.
reaching out
e.
focusing on interests rather than positions
a
69. Which of the following is an effective conflict resolution behavior?
a.
winning at all costs
b.
displaying anger
c.
avoiding the conflict
d.
demeaning the other party
e.
none of these
e
70. Which method is being used when multiple groups discuss issues separately and then discuss them together to better
synthesize different viewpoints into a common framework?
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Chapter 10—Managing Conflict and Negotiating
a.
the dialectical method
b.
the diabolical method
c.
the devil’s advocate method
d.
the Delphi method
e.
the nominal group technique
a
71. Which type of negotiation occurs when any gain to one party is offset by an equivalent loss to the other?
a.
mediation
b.
conciliation
c.
distributive negotiation
d.
integrative negotiation
e.
arbitration
c
72. Which type of negotiation is a win-win in which the agreement involves no loss to either party?
a.
mediation
b.
conciliation
c.
distributive negotiation
d.
integrative negotiation
e.
arbitration
73. When a third party builds a positive relationship between two parties, improves their communication, and facilitates
their discussion, the process is called
a.
mediation.
b.
conciliation.
c.
distributive negotiation.
d.
integrative negotiation.
e.
arbitration.
74. When a third party facilitates a discussion using persuasion and logic, suggests alternatives, establishes each side’s
priorities, and suggests a nonbinding settlement, the process is called
a.
mediation.
b.
conciliation.
c.
distributive negotiation.
d.
integrative negotiation.
e.
arbitration.
a
75. When a third party is involved in a conflict and has the power to issue a binding settlement, the process is called
a.
mediation.
b.
conciliation.
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Chapter 10—Managing Conflict and Negotiating
c.
distributive negotiation.
d.
integrative negotiation.
e.
arbitration.
e
76. Which of the following is the chief advantage of arbitration?
a.
It doesn’t require the use of a third party.
b.
It usually leaves both parties satisfied.
c.
It always ends with a settlement.
d.
It’s faster than mediation.
e.
It’s cheaper than mediation.
c
77. What is the term for someone who investigates complaints and mediates fair settlements between aggrieved parties?
a.
euphonium
b.
odium
c.
autobahn
d.
ottoman
e.
ombudsman
e
78. Which of the following is the chief disadvantage of arbitration?
a.
At least one party is likely to be unhappy with the outcome.
b.
It’s slower than mediation.
c.
There is a chance that the process will not end in a settlement.
d.
It’s more expensive than mediation.
e.
Most arbiters don’t really know what they’re doing.
a
79. Effective project teams tend to have _______ levels of relationship conflict that ______ toward the end of the project.
a.
high, increases
b.
high, decreases
c.
low, increases
d.
low, decreases
e.
moderate, fluctuates
c
80. The further a conflict escalates, the ___________ it is to reverse.
a.
more likely
b.
more fun
c.
easier
d.
harder
e.
none of these
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Chapter 10—Managing Conflict and Negotiating
81. By definition, __________ conflict occurs between groups at the same organizational level.
a.
values
b.
task
c.
process
d.
vertical
e.
horizontal
e
82. By definition, __________ conflict occurs across different hierarchical levels in the organization.
a.
values
b.
task
c.
process
d.
vertical
e.
horizontal
83. Acts of vengeance fall under which category of ineffective conflict resolution behaviors?
a.
displaying anger
b.
winning at all costs
c.
retaliation
d.
avoiding the conflict
e.
demeaning the other party
c
84. Research has shown that managers who have good conflict resolution skills __________ than managers who don’t.
a.
quit less often
b.
fare no better in the workplace
c.
get more promotions
d.
get fewer promotions
e.
none of these
c
85. Generating feelings of __________ helps to de-escalate conflict.
a.
empathy only
b.
sympathy only
c.
both empathy and sympathy
d.
neither empathy nor sympathy
e.
empathy, sympathy, and telepathy
86. _________ refers to arguing vigorously for your own opinions and refusing to change your position regardless of what
you will have to sacrifice.
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Chapter 10—Managing Conflict and Negotiating
a.
Retaliating
b.
Winning at all costs
c.
Demeaning the other party
d.
Displaying anger
e.
Avoiding the conflict
87. What does BATNA stand for?
a.
Before Arguing, Try Negotiating an Agreement
b.
Best Alternative To a Negotiated Agreement
c.
Biggest Advantage To Negotiating Anything
d.
By Afternoon, The Negotiator Adjourns
e.
Battered by Accelerating Tensions? Negotiate Away!
88. Which acronym serves as a reminder that when you negotiate, you shouldn’t accept an offer that is worse than what
you’d get if didn’t negotiate at all?
a.
NAACP
b.
ASVAB
c.
NIMBY
d.
BATNA
e.
SPECTRE
89. __________ involves a 3rd party in a negotiation to overcome a stalemate between the parties.
a.
Conflict escalation
b.
Integrative negotiation
c.
Distributive negotiation
d.
Alternative dispute resolution
e.
Game theory
90. Distributive negotiation is
a.
zero sum.
b.
usually ineffective.
c.
unscientific.
d.
better than integrative negotiation.
e.
none of these
a
91. Which of the following is one of the four fundamental principles for integrative negotiation?
a.
insist on subjective fairness criteria
b.
focus on positions, not interests
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c.
separate the people from the problem
d.
invent options for personal gain
e.
none of these
c
92. Which of the following is NOT one of the four fundamental principles of integrative negotiation?
a.
separate the people from the problem
b.
insist on objective fairness criteria
c.
invent options for mutual gain
d.
focus on positions, not interests
e.
all of these are fundamental principles
93. What term refers to the process in which two or more parties make offers, counteroffers, and concessions in order to
reach an agreement?
a.
integration
b.
distribution
c.
negotiation
d.
conflict
e.
none of these
c
94. Which of the following is NOT one of the worst conflict resolution behaviors?
a.
retaliating
b.
expressing emotions
c.
meeting separately with the people in conflict
d.
demeaning the other party
e.
winning at all costs
95. Which of the following is NOT one of the four key areas of skill development suggested by professionals in conflict
resolution training?
a.
communicating nonverbally
b.
questioning
c.
listening
d.
mediating
e.
avoiding
e
96. What a conflict management style is appropriate when more information is needed or when addressing the conflict has
the potential to create more problems?
a.
accommodating
b.
competing
c.
avoiding
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Chapter 10—Managing Conflict and Negotiating
d.
compromising
e.
collaborating
c
97. What conflict management style is often used to set a precedent?
a.
compromising
b.
avoiding
c.
competing
d.
accommodating
e.
collaborating
c
98. Often, people are unaware that they are in conflict until they recognize that they are __________ about something.
a.
happy
b.
excited
c.
forgetting
d.
very emotional
e.
delusional
99. Some employees feel that an organization should be focused on profits while others believe it should focus on doing
the maximum good for the maximum number of people. What type of conflict is occurring here?
a.
information conflict.
b.
task conflict.
c.
process conflict.
d.
relationship conflict.
e.
values conflict.
e
100. What emotions are most likely to fuel relationship conflict?
a.
sadness and depression
b.
anger and frustration
c.
excitement and surprise
d.
happiness and joy
e.
none of these
Completion
101. ______________ is a disagreement through which two or more parties perceive a threat to their interests, needs, or
concerns.
102. _____________ conflict occurs when two parties agree on what they need to do but can’t agree on how to get it done.
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Chapter 10—Managing Conflict and Negotiating
Process
103. A conflict of ________ occurs when someone believes that to satisfy her own needs, the needs and interests of
someone else must be sacrificed.
interest
104. ________ is a process in which two or more parties make offers, counteroffers, and concessions in order to reach an
agreement.
Negotiation
105. A(n) ________ is someone who investigates complaints and mediates fair settlements between aggrieved parties.
ombudsman
106. _____________ conflict occurs when two parties agree on what they need to do but can’t agree on how to get it done.
Process
107. Conflict has a tendency to ________, which occurs when one party involved in a conflict first uses an aggressive
tactic or begins using more aggressive tactics the other party.
escalate
108. When mediating a conflict, it is more effective to focus on ________ than on positions.
interests
109. In conflict mediation, _________ refers to playing down the differences between the two sides while emphasizing
common interests.
smoothing
110. Saying, “Maybe we can meet in the middle” or “I’m willing to reconsider my initial position” reflects a ________
conflict management style.
compromising
Matching
Match each of the following scenarios with the type of conflict it most clearly illustrates.
a.
While working for an organic deli, Jose discovers that most of the ingredients are not in fact organic. He’s outraged
and accuses Clara, the owner, of gross corruption. She calmly replies that if the customers can’t tell the difference,
then there’s no reason why the deli can’t use cheaper ingredients and save money.
b.
When Sara unexpectedly quits without a word of explanation, her coworkers ask Daniel, her manager, why she
left. Corporate policy prohibits him from giving the reason, and he says as much. This causes her coworkers to
suspect that she was pushed out for shady reasons, and tensions in the office rise. The truth is, Sara moved away to
care for her ailing mother.
c.
Tommy, a marketer for a test prep company, always tries to enroll as many students as possible in each class,
because his yearly bonus is based on sales. This angers Iris, a teacher, whose yearly bonus depends on her average
student ratings, because she gets better ratings with smaller classes.
111. structural conflict
c
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Chapter 10—Managing Conflict and Negotiating
112. values conflict
a
113. informational conflict
Match each of the following conflict management strategies with the scenario that most clearly illustrates it. Some
strategies may be selected more than once.
a.
avoiding
b.
competing
c.
collaborating
d.
compromising
e.
accommodating
114. Pranav and Zora are venture capitalists. When they can’t agree on which of two projects to invest in, they meet in the
middle and invest half as much in both.
115. When the work group needs to select a font for their PowerPoint presentation, Jim proposes Arial. In response,
Melissa launches into an impassioned seven minute monologue proclaiming Helvetica the most amazing font ever. The
truth is, Jim couldn’t care less what font they use, so Helvetica it is.
e
116. Leona doesn’t want to fall for any of the used car salesman’s tricks, so she tells him that if he doesn’t sell the car for
$9,000 then she’ll take her business elsewhere.
117. Sayid knows that when Shannon sees him, she’s going to hound him about that French textbook he borrowed from
her three months ago, so when he sees her coming he ducks into a bathroom.
a
118. Jerry wants to go to Las Vegas for vacation, while his wife Erica wants to see Europe. Erica asks Jerry why he wants
to go to Vegas, and it turns out all he really cares about is gambling there. Erica proposes that they go to Monte Carlo, a
well-known gambling destination in France.
c
119. A colleague asks you to take her side in a dispute she’s having with your manager, but since you don’t want to
endanger your own relationship with him, you refuse to get involved.
a
120. Hillary wants to use the car on Saturday to go to a party, but Chad wants to use the car to go to a different party.
Before the fight can escalate, Hillary asks Chad where his party is. It turns out that the two parties are within walking
distance of each other, so Hillary and Chad take the car together.
c
Essay
121. Thoroughly explain Glasl’s nine stage model of conflict escalation.
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Chapter 10—Managing Conflict and Negotiating
122. Define and discuss the five styles of managing conflict, using examples. Be sure to include the level of importance
each style places on the opponent’s interests.
123. Discuss the idea of creating constructive conflict. How can it be done? What is the result? Use examples.
124. Define negotiation and discuss the two types of negotiation in detail, using examples.
125. Define conflicts of interest. Discuss where they come from and how they can be resolved.