Chapter 17: Achieving Effectiveness as a Conflict Manager
ANSWERS TO TRUE/FALSE QUESTIONS FROM THE TEXT
1. F (Being calm under pressure demonstrates that you are self-aware.)
2. F (A mediator is persistent which means among other things that he is thick
skinned.)
ANSWERS TO MULTIPLE CHOICE QUESTIONS FROM THE TEXT
1. c
SUGGESTED ANSWERS TO DISCUSSION QUESTIONS FROM THE TEXT
1. Allow students to respond openly to this question, agreeing or disagreeing as they will. The
2. Time may not permit engaging all class members in a review of all six general categories.
3. There are no right or wrong answers to this question. Students may report varying opinions
SUGGESTIONS FOR THE CASE FROM THE TEXT
Case: Reflecting on experiences with managing conflict
Starting tips: This case provides a good opportunity to review all the chapters under Part IV:
Desired outcomes: Students should have a good understanding of the key traits, behaviors,
Suggested summary: Congratulate students on successfully completing the course. Emphasize
that they have begun a wonderful journey into the world of conflict resolution in the workplace.
They should continue to seek opportunities to engage in constructive conflict resolution
True or False questions (each worth 1 or 2 points)
__T__ 1. When reflecting on your experience during the identify phase of the experiential
learning cycle, you are asking the question, “What happened?”
Multiple Choice (worth 2 or 3 points each)
resolve a conflict between them. He tells Bertrand that while he thinks his proposals
seem sound, he wants to test them to be sure that any agreement based on them will
last. This behavior best illustrates:
d. Integrity
felt Nancy was treating her. Nancy thought Tanya’s comments were unfair and was
tempted to make a cynical, retaliatory remark. Instead, she allowed Tanya to vent and
tried not to take Tanya’s comments personally. Nancy’s behavior best illustrates:
b. Critical reasoning
a. Marcia asks David why he feels so strongly about the position he is taking.
b. Alicia tries to persuade Marilyn to accept her proposal to settle their dispute.
Short Answer essay questions (each worth up to 10 points)
1. State and describe at least three traits, behaviors, or characteristics that illustrate that an
individual is being considerate of others when seeking to resolve a conflict.
Answer:
The text provides the following list and descriptions:
Faithful and trusting: She believes that the conflict she is engaged in is imminently
Interdependent: She recognizes that she needs others as much as they need her to achieve
Relationship focused: She values her relationships and recognizes that preserving and
Sensitive: She understands the sensitive nature of others’ issues. When mediating, she is
Empathetic: She exercises appropriate attentive listening skills (establish eye contact,
2. State and describe at least three traits, behaviors, or characteristics that demonstrate an
individual’s integrity when seeking to resolve a conflict.
Answer:
The text provides the following list and descriptions:
Fair: She recognizes that a successful resolution must be based on principles of fairness
Trustworthy: She gains and maintains others’ trust and confidence. Others feel
Respected and qualified: She has garnered respect both at an interpersonal and
conflict resolution process are readily recognized.
Honest: She is transparent in her viewpoints and judgments, leaving no doubt where she
Principled: Before addressing any conflict, she assesses the point at which her principles