Chapter 8: Are You Capable?
ANSWERS TO TRUE/FALSE QUESTIONS FROM THE TEXT
1. T
ANSWERS TO MULTIPLE CHOICE QUESTIONS FROM THE TEXT
1. a
SUGGESTED ANSWERS TO DISCUSSION QUESTIONS FROM THE TEXT
1. This questionnaire has not been statistically validated and is a self-validating instrument.
2. Suggested answers are as follows:
Opportunist level: Punitive action for rules breaking is usually needed. A supervisor must
enforce company rules according to the company’s established disciplinary procedure to the
Conformist or rules level: Negotiating or mediating with a person at this level may appear
easy. They value harmony and belonging above all else. Persons at this developmental level
Self-aware level: Engage in careful analysis of the conflict. They may have some difficulty
Goal level: Interest-based negotiation is probable. The most difficult task for the mediator
will be slowing the process enough so that more creative definitions and resolutions can
emerge. This is particularly true if the cultures or backgrounds of the participants happen to
be different. Two goal-level people can hope to achieve a win-win resolution to their
3. Suggested answers are as follows:
Both employees are at the opportunist level:
The parties may react defensively and aggressively, verbally attack, or have outbursts of
anger.
The parties will engage in positional bargaining.
Both employees are at the goal level:
The mediator can focus on interest-based negotiation.
One employee is at the opportunist level and another is at the goal level:
Do not let the less capable party dominate the discussion. Do not let him intimidate or
Case: Assessing conflict capability
Starting tips: To ensure that you assess the conflict capability of as many of the characters from
In the larger group discussion, have each small group report out their assessment of their
assigned character’s conflict capability. When all reports are complete, ask about specific
Desired outcomes: Students should become more familiar with what each of the maturity levels
described in the text mean and how to identify maturity levels in themselves and others through
the Conflict Capability Questionnaire. Note: the Questionnaire is not statistically validated, and
Suggested summary: Students should have increased awareness of the role maturity plays in
TEST QUESTIONS
True or False questions (each worth 1 or 2 points)
__T__ 1. When you desire to increase your willingness to resolve a particular conflict, it is
advisable to complete a cost/benefit type analysis of the conflict.
Multiple Choice (worth 2 or 3 points each)
a. The human resources department
b. Possess a high level of trust in professional mediators
the following outcome is likely:
d. All of the above
Short Answer essay questions (each worth up to 10 points)
1. Describe how to handle conflicts for persons scoring a high score (17 to 21 points), a
medium score (12 to 16 points), and a low score (7 to 11 points) on the Conflict Capability
Questionnaire.
Answer:
If your self-score is in the high range (17 points or higher), you are most likely capable of
If your self-score is in the medium range (12 points to 16 points), you will probably be
able to negotiate a satisfactory solution to your conflict. It would be to your benefit to
If your self-score is in the low range (11 points or lower), you should consider hiring the
2. Describe five characteristics of a person at the self-aware level of ego maturity that influence
their ability to resolve conflicts.
Answer:
People at the self-aware level have the insight and some mastery of problem solving that
enables them to engage in any type of conflict resolution. (Students may use any five.)
They:
When mediating a conflict between two parties that are both in the low range of the Conflict
Capability Questionnaire, what considerations should the supervisor keep in mind with respect to
expectations about possible outcomes, the parties’ behaviors, and how to manage the mediation
(list at least three)?
Answer:
An inexperienced mediator will need the help of an experienced mediator to manage the
The parties will engage in positional bargaining.
the other.
INSTRUCTIONS FOR COMPLETING EXHIBIT 8-1: CONFLICT CAPABILITY
QUESTIONNAIRE
Ask the students to follow carefully the instructions for filling out the questionnaire. After the
students have calculated their scores lead a discussion on the accuracy of their score. This is a