Deck 8: Resolving Conflict and Achieving Emotional Balance

Question 1

An excellent way to build one's assertiveness skills is to focus on the problem rather than the other person's personality traits.

Answer 1

True

Question 2

People that are trying to resolve conflict and are in the problem definition step of the process should be

A) collecting facts about what has resulted from the conflict.
B) collecting facts about how the conflict arose, not what has resulted from it.
C) figuring out if a misunderstanding or disagreement exists.
D) trying to see the problem from another point of view.

Answer 2

B

Question 3

Sally's mother is very angry with her for being late to an important social engagement.After listening to her mother, Sally explains that she understands her mother is angry with her lateness and that it was important to her that Sally be on time.Sally says she will work on being on time in the future, particularly for special events.Sally is handling her mother's anger effectively by

A) suppressing her own emotions.
B) recognizing and accepting her anger and giving her feedback.
C) diverting her attention.
D) minimizing the problem.

Answer 3

B

Question 4

When dealing with a bully, the best strategy is to

A) listen and write down their main points.
B) keep your cool and ask the bully to fully explain what he or she is trying to say or do.
C) suggest taking time to cool down.
D) acknowledge their expertise.

Question 5

Conflict in organizations

A) can serve as opportunities for growth.
B) Often has negative consequences, and therefore must be managed carefully.
C) can clarify relationships and provide new ways to think about issues.
D) can result in all of these.

Question 6

Kyle is known for his ____ behavior.He talks fast, ignores others, and uses sarcasm to maintain control of the conversation.

A) assertive
B) nonassertive
C) aggressive
D) nonaggressive

Question 7

During his conference with Lynn, Michael listens carefully to Lynn's complaints about anything and everything, identifies and writes down specific problems, and finally tells Lynn that they will talk again when Lynn is ready to discuss solutions.Judging by his handling of Lynn, Michael believes that Lynn is a

A) bully.
B) backstabber.
C) whiner.
D) know-it-all.

Question 8

Too much agreement in an organization can be as harmful as too much conflict.

Question 9

A manager could apply a win/win strategy by

A) concentrating on common interests, not differences.
B) using a neutral third-party arbitrator to make a decision.
C) citing company rules and policies.
D) imposing his/her own decision on all participants in the conflict.

Question 10

A problem-solving style can be described using dimensions of

A) structure and consideration.
B) structure and cooperation.
C) dominance and sociability.
D) assertiveness and cooperation.

Question 11

Conflict is necessary for effective problem solving and for effective interpersonal relationships.

Question 12

Assertive behavior

A) tends to violate the rights of others.
B) is a way of making a point without upsetting others.
C) always helps you achieve what you want.
D) is the equivalent of aggressive behavior.

Question 13

Candace owns a small business that is financially struggling.In order to respond to economic pressures, Candace is now obligated to lay off an employee, close operations on Sundays, and cut budget costs in a few other ways that will affect employees and how they do business.If conflict arises, the root cause will likely be

A) adversarial management.
B) organizational change or competition over resources.
C) ineffective communication of new work practices.
D) value and personality clashes

Question 14

Anne and Larry were discussing what restaurant to go to for dinner.Anne wants to go to a quiet Mexican food restaurant.Larry wants a quiet place and doesn't care about the food.In the course of the conversation, Anne becomes upset because she thinks Larry wants to stay home.In terms of the conflict resolution process, Anne and Larry are at what step in the process?

A) Deciding if they have a misunderstanding or a disagreement
B) Problem definition and information gathering
C) Clarifying perceptions
D) Developing options for mutual gain

Question 15

One of the greatest sources of conflict is simply misunderstanding because of ineffective communication.

Question 16

Emotional competence includes two major dimensions: personal competence and

A) character.
B) intellectual capacity.
C) temperament.
D) social competence.

Question 17

Behavior is influenced by

A) activating events.
B) feelings.
C) activating events and feelings.
D) activating events, feelings, and thinking patterns.

Question 18

Conflict triggers of all kinds are constructive and should be allowed to persist in a work environment.

Question 19

The opening Chapter 8 vignette highlighted a few organizations that institute mandatory wellness programs and higher health insurance costs for employees who do not engage in healthy behaviors.Imagine Juan and Steve, two hypothetical Alabama state employees, lead a protest over mandatory weight loss programs, which they feel are discriminatory.This is one example of how ____ can cause conflict within an organization.

A) adversarial management
B) value and culture clashes
C) work policies and practices
D) difficult people

Question 20

Which style of conflict management is a cooperative/nonassertive style?

A) Avoidance
B) Accommodating
C) Compromising
D) Problem-solving

Question 21

Toxic emotions of just one or two people can disturb the emotional balance of an entire team, department, or workplace.

Question 22

A lose/lose conflict management strategy can be a positive strategy for eliminating conflicts.

Question 23

Tom is trying to problem solve with some other Little League coaches.He's trying to see the situation as they do and understand their position.Tom is in the problem definition and fact gathering stage.

Question 24

It is important to wait a long time to cool off before expressing feelings of anger.

Question 25

Chen wants to take on greater responsibilities at work.At his next meeting with his boss, he says, "Would you mind if I manage the Henderson account?" Chen has used a(n) ____________________ approach to communicating his desire.

Question 26

Compromising is a key component of the problem-solving behavioral style.

Question 27

Using phrases such as "Would you mind if I..." are effective and assertive ways to resolve conflict.

Question 28

Organizations often find success when they follow the motto "it's not personal, it's just business."

Question 29

Define emotional intelligence.What is its relationship to standard intelligence and cultural intelligence?

Question 30

____________________ refers to the competencies that determine how we handle relationships such as listening openly, negotiating, and resolving disagreements.

Question 31

Oftentimes ____________________ is perceived as a negative experience in our society when, in reality, it can serve as an opportunity for personal growth.

Question 32

The ____________________ style of conflict management is appropriate to use when your opinion is most ethically and professionally correct, and the consequences of the alternative are likely detrimental.

Question 33

A person's individual style of expressing needs and emotions is referred to as his ____________________ and is biologically and genetically based.

Question 34

Although one may be unable to increase one's IQ (intelligence quotient), one's emotional intelligence can improve throughout life as one's experiences lead to increased competencies.

Question 35

Our temperament, which is relatively fixed from a very early age, is simply our predisposition to the way we display our emotions.

Question 36

It is sometimes necessary to use aggressive behaviors when negotiating or resolving conflict.