92. The role that an individual determines by reading cues and messages from those who have expectations of
him or her is the ____ role.
93. What is the name given to the cues and messages that other members of the group use to let a member know
what they expect?
94. Liz is an executive assistant. She recently changed executives. The new executive keeps telling her to stop
checking on him when he travels. If there is a problem he will call her, otherwise no news is good news. The
new executive is trying to decrease
95. The school principal’s husband has been complaining about lack of quality family time. At a school board
meeting, she was told to implement a new character education program that had been mandated by the state
legislature and would require additional training. The principal experienced
96. A principal implemented an honor code on cheating, but said nothing about the rampant stealing going on at
his high school. The students are experiencing
97. Which of the following is NOT a type of role conflict?
98. ____ conflict occurs when there is conflict between two or more roles.
99. Chad’s boss expects him to work nearly full-time hours. But Chad took the part-time job because he values
his time to do other things. This is an example of
100. ____ conflict occurs when two or more people send conflicting messages to a person in the same role.
101. Walter says he cares about his employees, but every time they try to talk to him he only talks about
himself. This is an example of ____ conflict.
102. Ray’s boss told him that there can be no more overtime for the next month, but after lunch he tells one of
Ray’s subordinates to work late to finish a project. This is an example of ____ conflict.
103. Sandy suspects the receipts her boss submitted for reimbursement are fake. When she confronts him about
it he tells her to stay out of it. This situation is an example of ____ conflict for Sandy.
104. What is the name given to the breakdown in a role episode that occurs because the cues and messages that
make up the sent role are vague and unclear?
105. When you get conflicting demands from different sources concerning your role, you are likely to
experience
106. Ann Morris is having a hard time getting settled into her new job because her boss is giving her very little
guidance, and she cannot find a job description for her position. What is Ann experiencing?
107. Joe is a mechanic at Thunderbird Motors. He is frequently given used parts to install in cars that he works
on, but he knows customers are being charged for new parts. This practice really bothers him. Joe is
experiencing
108. Jane Alexander has a job that requires her to work 14- or 15-hour days. It is an excellent job with much
opportunity for advancement. On the other hand, she has a need to be with her aging mother as much as
possible. Jane is very likely to suffer ____ conflict.
109. Your boss says, “Find a way to increase production.” Your workers say, “Find a way to increase pay.” You
feel stuck in the middle. You will likely experience
110. Rodolfo is trying to stay ahead of a major project at work. He’s also coach of his daughter’s soccer team,
and a member of his church choir. He is finding little time to sleep. He is experiencing
111. When Professor Don Tashian went into the dean’s office, the dean asked him to take on a new project for
the college that would involve many hours of work. Don replied, “OK, but tell me what I should quit doing to
create time for this new project.” Tashian is potentially experiencing
112. The standards of behavior that a group accepts for its members are called
113. In your work group, the newest member of the group is expected to arrive a little early and make the first
pot of coffee of the day. This is an example of
114. Norms are defined as
115. State University has 106 professors. Ninety-eight of them are democrats. The eight republicans are all in
the same department, which gets ostracized by the others. This example shows pressure for
116. In the last department Ann worked in, people could take extra time during work breaks without other
members of the group saying anything. In her new department, if you take extra time, your coworkers are likely
to make caustic remarks when you get back to your desk. From the new group’s point of view, this example
deals with what concept?
117. Jim Randolph is a very good friend of the shift supervisor and can frequently get the supervisor to overlook
things he would otherwise reprimand Jim’s group for doing. Because Jim can do this for the group, the group
does not expect him to take part in the daily equipment cleanup. This is an example of
118. Which of the following does NOT influence norm conformity?
119. If an individual who is new to a group violates one of its important norms, which of the following is the
first action the group most likely will take to enforce norm conformity?
120. Basic training transforms recruits from civilians to soldiers. They learn a new vocabulary, standards, and
ideals. This process is known as
121. 3M encourages its employees to think of creative solutions to problems. It uses what is called out of the
box thinking, and no idea is thought to be too ridiculous or too petty if it will solve a problem. Jana did not feel
as if she could make suggestions in front of people who had been members of her work team for many years,
even though no one else seemed shy about sharing ideas. Eventually, due to a process called ____, Jana became
comfortable with sharing her ideas.
122. Which of the following factors tends to decrease group cohesiveness?
123. Group cohesiveness is fostered by all of the following EXCEPT
124. Which of the following actions should increase the cohesiveness of a sales force?
125. There is a cohesive group at work that functions with norms that do not support the organization’s best
interest. You decide to reduce their cohesiveness. You should
126. High performance results from
127. Which of the following combinations of group performance norms and cohesiveness will lead to the lowest
level of performance in a group?
128. Which of the following combinations of group performance norms and cohesiveness is BEST from the
manager’s point of view?
129. The informal leader of a group usually draws on which forms of power?
130. A person who engages in leadership activities but whose right to do so has not been formally recognized is
called a(n)
131. On the television show Mad Men, Roger is higher in the organization than Don. However, Don is
perceived as the creative talent that all the customers want on their accounts and the reason for the firm’s
success. Don is the
132. Which of the following statements reflects current thinking with respect to conflict in organizations?
133. A moderate level of conflict in an organization can lead to all EXCEPT which of the following?
134. Conflict in an organization is MOST likely to occur if ____ interdependence exists.
135. The shipping department receives the products to be shipped from the production group. These two groups
are constantly in conflict with one another, most likely due to
136. Emily thinks Alex is a narcissist, always making everything about himself. She tries to avoid him. They
have ____.
137. Honda Motor Company’s plant outside Columbus, Ohio, manufactures cars as small as the Civic to as large
as the Element, all on the same assembly line. This flexible manufacturing development allows automakers to
rapidly change to consumers’ desires. It should also decrease ____ between marketing and production.
138. Katsuya knows his marketing department is the top performer. He is frustrated that all the funding seems to
go to operations where performance does not meet expectations. This is an example of ____ conflict.
139. Burger King settled a lawsuit with Coca-Cola that claimed data Coca-Cola provided about a frozen Coke
taste test was fixed and misled Burger King executives. This is an example of
140. Which of the following is NOT a recommended method for controlling conflict?
141. Which of the following conflict-management techniques usually results in a win-lose situation?
142. Which of the following is NOT a suggested way for managers to control conflict?
143. Which of the following techniques could be used to eliminate interpersonal conflict within a self-managed
team?
144. During a season of Mad Men, two men were named president of accounts, so they could compete for the
job. This is an example of
145. During an episode of Mad Men, the ad firm was bought by a British agency. Then a Brit was brought in to
oversee operations. This is an example of
146. ____ is a technique for resolving conflict in which the manager acknowledges the existence of the conflict
but downplays its importance.
147. Which of the following is a conflict resolution technique that requires a reasonable degree of maturity and
uses a direct approach of addressing the conflict and working together to resolve it?
148. A(n) ____________________ consists of two or more people who interact regularly to accomplish a
purpose.
149. A(n) ____________________ is created by its own members for purposes that may or may not be relevant
to organizational goals.
150. A(n) ____________________ is a group of workers that functions as a unit, often with little or no
supervision, to carry out work-related tasks, functions, and activities group.
151. A(n) ____________________ team interacts by computer; members enter and leave the network as needed
and may take turns serving as leader.
152. Many organizations find that they must change the whole management philosophy of managers away from
being a(n) ____________________ to being a coach or team facilitator.
153. Sunil just joined the Sierra Club because the people in the group shared his feelings on the subject of
resource conservation. Sunil joined the group because of ____________________.
154. Kenyon Yonst very much wants to work for Meridian Electronics. When he had the opportunity to join a
local service club that the owner of Meridian belonged to, he jumped at the chance, hoping it would help him
land the job he wanted. Yonst joined the club because of the potential ____________________.
155. People meet their need for ____________________ when they choose to join groups.
156. During the ____________________ stage there may be a general lack of unity and uneven interaction
patterns.
157. The final stage of group or team development is ____________________.
158. A person may take on a(n) ____________________, concentrating on getting the group’s task
accomplished.
159. ____________________ arises when the sent role is unclear.
160. ____________________ occurs when a single source sends clear but contradictory messages.
161. Many working women who try to combine the roles of mother, wife, professional, and civic leader
complain about having to be superwomen. This is likely an expression of feelings of role
162. The norms of one group cannot always be ____________________ to another group in the same
organization.
163. Jim is the unofficial leader of the group. When he makes an outlandish proposal everyone takes it
seriously. But if Bill had proposed the same thing he would have been ridiculed. This is an example of norm
____________________.
164. When Trideep Anand persisted in producing more units than the group work norm prescribed, despite the
fact that members of the group talked to him, his lunch bucket began to disappear every day and then magically
reappear about quitting time. This behavior by the members of his group was an attempt to force norm
____________________.
165. Some organizations work to actively manage the ____________________ process for newcomers; others
leave it to happenstance.
166. As teams become more ____________________, their members tend to interact more frequently, conform
more to norms, and become more satisfied.
167. The potential for ____________________ increases when groups are very interdependent.
168. Conflict that arises between one organization and another is called ____________________.
169. One method of ____________________ conflict is to expand the resource base.
170. Conflict situations are the context within which ____________________ takes place.
171. Match the following. You may use a response once, more than once, or not at all.
1. Conflict between role demands and personal value
3. Conflicting signals from different sources in the same
Person-role
172. Identify and define the five types of teams and groups in organizations.
173. Describe two groups you belong to. Why did you join them?
174. What benefits do teams provide to organizations?
175. People join groups for a variety of reasons. List and explain five such reasons.
176. You are picked to join a problem-solving team that is trying to improve customer service. Describe stages
your team will go through.
177. Identify the four characteristics of groups and teams.
178. Discuss the following statement: “Role structures emerge as a result of role episodes.” You may want to
use a diagram to clarify your answer.
179. What does the term cohesiveness mean? What factors can influence the degree of cohesiveness in a
group?
180. Define the following terms: (a) norm, (b) norm variation, (c) norm conformity, (d) norm generalization,
and (e) socialization. What factors influence the degree of norm conformity?
181. How do interpersonal and intergroup conflicts affect each other?
182. You are a department manager at an outlet clothing store. Customer complaints are up significantly
compared to the same period last year. You attribute this increase to a lack of cohesiveness among the members
of the service staff and low performance norms. Describe a program that could help you overcome both
problems and increase the cohesiveness of your service staff.
183. Company A sued Company B. Discuss the impact this conflict will have on Company B.
184. The VP of operations does not get along with the director of government relations. Their conflict has
spilled over onto their teams. Describe the effects you would expect on each group.
185. Some people are much more confrontational than others. Describe when and why conflict can be
advantageous to some and not others.
186. You are the plant manager at Acme Plastics. You are running two shifts a day¾a day shift and an evening
shift. Before the day shift leaves each day, the workers must get an adequate supply of raw materials from the
warehouse for the evening shift to use. On several occasions, they have failed to do so. By the time the evening
shift gets to work, the warehouse is locked up, and it takes about three hours to get someone out to unlock it and
get the production line rolling again. The two shift supervisors are at each other’s throats, and you have to do
something to correct the situation. What is the basic problem causing this conflict? What could you do to solve
it?
187. Wilson has determined that the department he supervises has too much interpersonal conflict. What can he
do to eliminate some conflict?
188. Kathleen is responsible for the logistics for an upcoming meeting of the Board of Directors. She has four
people to support her. Her concern is that she does not like to deal with conflict, and she is sure that some will
arise. What techniques can she use to prevent or resolve conflict and build cohesiveness?