Student Resource
Scandura, Essentials of Organizational Behavior, 3e
SAGE Publishing, 2022
Sample Answers to In–Text Questions
Note: Answers to Case Questions are available in the Case Notes. Answers to Toolkit Activities
are personal to the student therefore there are no sample answers.
Chapter 11: Managing Conflict and Negotiation
Critical Thinking Questions
1. Do you agree that conflict resolution is the most important skill that leaders need?
Which other skills do you think are most important?
Question Location: The Costs of Workplace Conflict
Ans: Personally, I think that decision-making skills are the most important skill for leaders. It
seems to me that all of the other areas listed involve decision-making at their core (e.g., conflict
2. How do the three forms of conflict relate to one another? For example, how might
affective conflict affect process conflict?
Question Location: Causes of Organizational Conflict
Ans: I think that each form of conflict can lead to or be caused by other forms of conflict. For
example, if I become angry or disgusted with another individual, I may have a predisposition to
3. How would you resolve a conflict between two of your direct reports who both want an
office with a window when there is only one such office available? Identify the sources of
the conflict from the list above and evaluate the recommend solutions.
Question Location: Is Conflict Always Bad?
Ans: I would sit both individuals down and discuss the merits for each having the office. I would
explain the limitation in the number of available windowed offices. If possible, I would have us
Student Resource
Scandura, Essentials of Organizational Behavior, 3e
SAGE Publishing, 2022
2
decision that I did. Paul Endress would classify the source of this conflict as “competition for
scarce resources.” If the organization values rank and seniority, this would be a suitable solution.
4. What can a leader do specifically to keep followers focused on the task? How can a
leader develop trust with followers so that conflict management is effective?
Question Location: Task Versus Relationship Conflict
Ans: Providing effective feedback and having quality communication with followers can help
keep them focused on the task. Setting up clear expectations and deadlines with followers can
5. Have you ever experienced (or observed) a situation of abusive supervision? What did
you do about it? If you did nothing, what would you do differently?
Question Location: Abusive Supervision
Ans: A senior manage routinely used blasphemous language which was offensive to me and to
several other employees with deeply held religious commitments. No one was willing to
6. Is one style better overall than the others for resolving conflict? Or, does it depend on the
situation like situational leadership? If you think it depends, what are the situational
factors that should be considered?
Question Location: Conflict Resolution Styles
7. How would you address one essential team member who continually interrupts others,
creating conflict within the team, which harms the team’s productivity? Would your
approach be different if this team member were from another culture (e.g., Taiwan)?
Question Location: Team Conflict and Performance
Ans: I would be sure that I discuss the issue with the team member quickly and frequently. Being
Student Resource
Scandura, Essentials of Organizational Behavior, 3e
SAGE Publishing, 2022
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8. How would you address conflict due to cultural differences in a team you lead that has
members who are from China, Venezuela, and the United States of America?
Question Location: Resolving Conflict Across Cultures
Ans: First, I would try to make sure that the different team members understand each other and
the nuances of the cultural differences that may be causing the problem. Team building exercises
9. In the United States, employers have a legal right to require mandatory arbitration if
their employees have a grievance. Do you agree or disagree? Explain your position.
Question Location: Third-Party Interventions
Ans: Ideally, employers would be able to resolved issues without arbitration; however, I do agree
What’s #Trending in OB?
Minefields in Managing Organizational Conflict
1. Of the minefields described, which one do you feel is the most problematic and why?
Ans: The minefield that is blaming is the most problematic by far. It illuminates a multitude of
2. Explain the differences in how you would respond if the conflict minefield was with a
coworker. A customer? Your boss?
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SAGE Publishing, 2022
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Ans: If the conflict minefield was with a coworker, I would persist to resolve the conflict and
3. Give an example of a conflict you have experienced that did not get resolved (this can be
with a classmate, roommate, family member, or coworker). What are the effects of
avoiding the conflict? List some steps you might take to resolve it.
Ans: I have never been involved in a conflict that did not reach some sort of resolution, even if
the resolution was not ideal. For example, I had a roommate named Jack who lived a very
different lifestyle than I did. His behavior and personality did not align with me or my other
Research in Action
Is the Workplace Becoming More Uncivilized? Send in Miss Manners!
1. Provide an example of an incident that you have experienced that was rude and
discourteous, displaying a lack of regard for others. This can be an example you or another
person at work or school experienced.
Question Location: Research in Action
Ans: In a management class, there was a fellow student who was continually rude and abrasive
in his comments to other people in the class. No matter what a classmate said, he would
2. How did the experience of incivility (previously described) make you feel? What did you
do about it?
Question Location: Research in Action
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3. Which sources of workplace incivility do you feel is most harmful and why (supervisors,
coworkers, or customers)?
Question Location: Research in Action
Ans: All sources of workplace incivility are potentially harmful, but I have less influence over