Chapter 2: Preventing Conflict
ANSWERS TO TRUE/FALSE QUESTIONS FROM THE TEXT
1. T
ANSWERS TO MULTIPLE CHOICE QUESTIONS FROM THE TEXT
1. c
conflicts.)
SUGGESTED ANSWERS TO DISCUSSION QUESTIONS FROM THE TEXT
1. Students should openly share their observations concerning the unfulfilled needs within their
SUGGESTIONS FOR THE CASE FROM THE TEXT
Case: Triggers
Starting tips: Assign only one trigger per group, making each group responsible for reporting
Desired outcomes: Students should gain an understanding of how to identify basic causes of
Suggested summary: Reinforce with students the importance of being proactive in monitoring
TEST QUESTIONS
True or False questions (each worth 1 or 2 points)
__F__ 1. According to Maslow’s hierarchy of needs theory, safety and security needs are the
lowest, most basic needs that must be met before all other needs can be addressed.
Multiple Choice (worth 2 or 3 points each)
highest, are:
a. Psychological, safety and security, acceptance, esteem, and self-actualization
d. Must inform the team of a new organizational structure for the division, which
may result in a realignment of their roles
previously they had worked well together
c. An employee shoves another employee hard against a locker
b. Two employees continue to argue with one another about a troublesome workflow
problem, causing a distraction among other workers
Short Answer essay questions (each worth up to 10 points)
1. Relying on Maslow’s and Herzberg’s theories, describe the basic human needs that must be
met in the workplace to minimize the potential for conflict.
Answer:
Herzberg refers to these basic human needs as hygiene or maintenance factors and states
that these factors will not increase motivation among workers, but their absence will cause
2. Relying on Maslow’s and Herzberg’s theories, describe factors and conditions that must be
fulfilled in order for an employee to be motivated.
Answer:
According to Herzberg’s hygiene-motivation theory, true motivation comes from having
meaningful work and from employees’ ability to find intrinsic value in their work. No one
3. State and describe the three stages of conflict intervention and the level of intervention
required for each stage.
Answer:
1. Routine Daily Events—This is the most frequent type of conflict and is generally healthy
2. Evolving Conflicts—These situations have escalated. Parties are not working
3. Deeper Conflicts—These are true conflicts. Though less frequent overall in an
organization, they are the most serious form of conflict and require immediate attention.
representative.
4. List the five “triggers from which conflict may evolve within an organization.
Answer: