Deck 13: Conflict and Negotiation

Question 1

Which of the following structural conflicts occurs when individuals do not have knowledge of another department's objectives?

A)Interdependence
B)Goal differences
C)Status inconsistency
D)Jurisdictional ambiguity

Answer 1

B

Question 2

In organizations, the key to conflict management is:

A)to resolve dysfunctional conflict.
B)to discourage functional conflict.
C)to enhance creativity of the workforce.
D)to divert energy from work.

Answer 2

A

Question 3

Which of the following is a negative consequence of conflict in an organization?

A)It breaks down group cohesion.
B)It obstructs organizational vitality.
C)It prevents change.
D)It discourages creativity.

Answer 3

A

Question 4

Which of the following is a structural factor of conflict in an organization?

A)Differences in employees' skills and abilities
B)Differences in individual personalities
C)Differences in goals among work groups
D)Differences in perception among employees

Question 5

NatePhones is a leading manufacturer of smartphones. The company announces the launch of its new product by the end of 2018. This leads to conflict between the company's marketing and production teams. The production team argues that the new product cannot be completed by the end of 2018, while the marketing team argues that the launch of the new product after 2018 will minimize the company's competitive advantage. In this scenario, the structural factor for conflict among the two teams is _____.

A)authority relationships
B)status inconsistencies
C)interdependence
D)specialization

Question 6

As organizations move toward the team approach and empowerment, there should be less potential for conflict from _____.

A)cultural differences
B)goal differences
C)authority relationships
D)jurisdictional ambiguities

Question 7

Which of the following is a positive consequence of conflict in an organization?

A)It provides a healthy distraction from work.
B)It eliminates hostility and aggressive behavior.
C)It leads to decentralization of organizational structure.
D)It leads to the generation of new ideas.

Question 8

_____ is a healthy, constructive disagreement between two or more people.

A)Functional conflict
B)Dysfunctional conflict
C)Role conflict
D)Interpersonal conflict

Question 9

Conflict that occurs between teams in an organization is known as _____.

A)interorganizational conflict
B)intergroup conflict
C)intragroup conflict
D)intrapersonal conflict

Question 10

To diagnose a conflict as functional or dysfunctional, a manager must look at:

A)the employees' ability to adapt to change and manage adversity.
B)the issue, the context of the conflict, and the parties involved.
C)the expenses that will be borne by the company to solve the conflict.
D)the views of the top-level decision makers.

Question 11

_____ is the ability to see life from another person's perspective.

A)Fluid intelligence
B)Empathy
C)Crystallized intelligence
D)Rationality

Question 12

Personal factors of conflict in an organization arise from:

A)increase in highly specialized goals.
B)differences in individuals' values and ethics.
C)differences in goals among work groups.
D)the hierarchy structure of the organization.

Question 13

Emotional intelligence is referred to:

A)the ability to direct one's anger toward someone who is not the source of a conflict.
B)the ability to reason and the right to determine one's own fate.
C)the ability rely on the intellect rather than upon emotions or feelings.
D)the ability to control one's emotions and perceive emotions in others.

Question 14

One of the causes of conflict related to an organization's structure is _____.

A)individual personalities
B)individual perceptions
C)cultural differences
D)common resources

Question 15

Which of the following is true of intergroup conflicts?

A)It decreases focus on tasks.
B)it reduces group loyalty.
C)It increases group cohesiveness.
D)It increases inter group communication.

Question 16

Managers should stimulate functional conflict when their group:

A)acts aggressively with peers.
B)diverts energy from solving a problem.
C)uses threats and verbal abuse to communicate.
D)suffers from groupthink.

Question 17

A key to recognizing a dysfunctional conflict is that:

A)it arises from thinking of new ways to approach problems.
B)it arises from someone challenging old policies.
C)it is often cognitive in origin.
D)it is often emotional or behavioral in origin.

Question 18

In the context of intergroup conflict, managers should encourage social interactions across groups so that:

A)trust can be developed between members of different groups.
B)intergroup competition can be increased.
C)group loyalty can be emphasized over organizational loyalty.
D)intergroup communication can be minimized.

Question 19

Which of the following statements is true of functional conflict?

A)It can often lead to aggressive acts specifically directed at peers.
B)It is emotional and behavioral in origin.
C)It helps individuals develop a better awareness of themselves.
D)It takes the focus away from work.

Question 20

Unclear lines of responsibility within an organization are defined as _____.

A)communication barriers
B)jurisdictional ambiguities
C)status inconsistencies
D)authority differences

Question 21

_____ occurs when a person experiences conflict among the multiple roles in his or her life.

A)Person-role conflict
B)Intrarole conflict
C)Interrole conflict
D)Interpersonal conflict

Question 22

Sheela, an employee at CurryMart, confronts her manager, Ben, after realizing that her monthly pay has been reduced. Ben justifies this act by saying that the company incurred huge losses in the previous year and the employees must contribute to minimize the overall loss. However, Sheela is not happy about it, and she does not think that it is fair for the employees to pay for the company's losses. In the given scenario, it is likely that a(n)_____ would emerge within the organization.

A)person-role conflict
B)interpersonal conflict
C)work-role conflict
D)interrole conflict

Question 23

Conflicts that emerge as a result of equal versus equal relationships in organizations can lead to _____.

A)role ambiguity
B)interrole conflict
C)low turnover
D)depression

Question 24

When individuals have to choose between two or more things in which they believe, these decisions pose what may be thought of as _____.

A)bending moments
B)defining moments
C)displacement
D)fixation

Question 25

Teena, a teacher at Brooksfield High School, was denied her request for a sabbatical. As a result, Teena took out her frustration on her students and implemented severe punishment for students who failed to submit their assignments on time. In this scenario, identify the defense mechanism exhibited by Teena.

A)Fixation
B)Displacement
C)Compensation
D)Identification

Question 26

_____ arises when a person receives conflicting messages from role senders about how to perform a certain role.

A)Person-role conflict
B)Intrarole conflict
C)Interrole conflict
D)interpersonal conflict

Question 27

Person-role conflict occurs when an individual in a particular role is expected to perform behaviors that clash with his or her _____.

A)personal values
B)personal goals
C)personal roles
D)personal guidelines

Question 28

_____ is a conflict evident for middle managers in which conflicting expectations are placed on the manager from bosses and employees.

A)Dysfunctional conflict
B)Functional conflict
C)Role conflict
D)Intrapersonal conflict

Question 29

In the context of managing intrapersonal conflicts, political skills can:

A)help people crystallize their values and serve as opportunities for personal growth.
B)help understand power networks in organizations.
C)help resolve conflicts by enabling an individual to direct anger toward someone who is not the source of a conflict.
D)help buffer the negative effects of stress that stem from role conflicts.

Question 30

Aaron, a student of Kellearn Elementary School, falls sick during school hours. Aaron's father, Martin, is immediately called to take Aaron home. Martin has an important meeting to attend at work and there is no one else available to take Aaron home. In this scenario, Martin most likely experiences _____.

A)interrole conflict
B)intrarole conflict
C)person-role conflict
D)interpersonal conflict

Question 31

In the context of power networks, conflict in high versus low power network can be managed by:

A)activating central authority.
B)implementing a coaching and counseling style of leadership.
C)improving coordination between different project teams.
D)providing autonomy in decision making to low-level employees.

Question 32

In the context of managing intrapersonal conflicts, which of the following is true of role analysis?

A)It helps to identify values of an organization.
B)It helps to negotiate role expectations when conflicts occur.
C)It helps to reduce role ambiguity.
D)it helps employees communicate their dissatisfaction.

Question 33

Work-home conflict is an example of _____.

A)interrole conflict
B)intrarole conflict
C)person-role conflict
D)functional conflict

Question 34

Priya, a software developer at SkillThink, is instructed by her team leader to minimize interaction with other team members. However, her project manager says that interacting with other team members can provide new insights for her projects. In this scenario, Priya most likely experiences _____.

A)interrole conflict
B)intrarole conflict
C)person-role conflict
D)interpersonal conflict

Question 35

Actions that are effective in preventing or resolving intrapersonal conflict include:

A)identifying values of an organization, role analysis, and political skills.
B)identification of the power networks in an organization.
C)field analysis and personality inventory analysis.
D)identification of functional and dysfunctional conflict.

Question 36

In the context of intrapersonal conflicts, individuals who place expectations on the person occupying the focal role are termed as _____.

A)role producers
B)role delegators
C)role incumbents
D)role senders

Question 37

Which of the following statements is true of intragroup conflict?

A)It can never be functional.
B)It minimizes interactions with other groups.
C)It can help prevent groupthink.
D)It enhances group loyalty.

Question 38

_____ is an aggressive mechanism in which an individual keeps up a dysfunctional behavior that obviously will not solve a conflict.

A)Fixation
B)Displacement
C)Compensation
D)Identification

Question 39

Which of the following statements is true of defining moments?

A)They help people crystallize their values and serve as opportunities for personal growth.
B)They reduce the potential for conflict within a role or between roles.
C)They create healthy, constructive disagreements between two or more people.
D)They help directing anger toward someone who is not the source of a conflict.

Question 40

An aggressive mechanism in which an individual directs his or her anger toward someone who is not the source of a conflict is called _____.

A)displacement
B)rationalization
C)withdrawal
D)fantasy

Question 41

A withdrawal mechanism in which emotional conflicts are expressed in physical symptoms is called _____.

A)identification
B)fantasy
C)flight
D)conversion

Question 42

Which of the following best defines due process nonaction?

A)It is the delaying action on a conflict by buying time, usually by telling the individuals involved that the problem is being worked on.
B)It is an attempt to label or discredit an opponent.
C)It is a procedure set up to address conflicts that is so costly, time-consuming, or personally risky that no one will use it.
D)It is an attempt to hide a conflict or an issue that has the potential to create conflict.

Question 43

A defense mechanism in which a person responds with pessimism to any attempt at solving a problem is known as _____.

A)negativism
B)rationalization
C)displacement
D)withdrawal

Question 44

_____ is a withdrawal mechanism for managing interpersonal conflict that provides an escape from the conflict through daydreaming.

A)Flight
B)Fantasy
C)Withdrawal
D)Displacement

Question 45

Jake, a store keeper at Triscent Hypermarket, is accused of stealing food products from the store. When confronted by his manager, Jake justifies his act by claiming that his monthly pay is not sufficient to support his family of five members. In this scenario, the defense mechanism used by Jake is _____.

A)rationalization
B)fantasy
C)conversion
D)flight

Question 46

_____ is a compromise mechanism characterized by trying to justify one's behavior by constructing bogus reasons for it.

A)Withdrawal
B)Rationalization
C)Compensation
D)Identification

Question 47

In the context of ineffective techniques for dealing with conflict, _____ is attempting to hide a conflict or an issue that has the potential to create conflict.

A)flight
B)secrecy
C)nonaction
D)fantasy

Question 48

In the context of ineffective techniques for dealing with conflict, _____ is delaying action on a conflict by buying time, usually by telling the individuals involved that the problem is being worked on.

A)administrative orbiting
B)jurisdictional ambiguity
C)due process nonaction
D)character assassination

Question 49

Which of the following is an example of a withdrawal mechanism for managing interpersonal conflict?

A)Rationalization
B)Identification
C)Compensation
D)Conversion

Question 50

An organizational goal that is more important to both parties in a conflict than their individual or group goals is called a(n)_____.

A)superordinate goal
B)strategic goal
C)intermediate goal
D)operational goal

Question 51

In the context of defense mechanisms, which of the following is an example of a compromise mechanism?

A)Fixation
B)Displacement
C)Negativism
D)Compensation

Question 52

In the context of conflict management techniques, _____ is doing nothing in hopes that the conflict will disappear.

A)distributive bargaining
B)secrecy
C)nonaction
D)administrative orbiting

Question 53

In the context of conflict management techniques, _____ is an attempt to label or discredit an opponent.

A)due process nonaction
B)character assassination
C)secrecy
D)nonaction

Question 54

In the context of conflict management techniques, which of the following is true of character assassination?

A)It helps individuals focus on their common interests rather than their differences.
B)It can make the individual who uses it appear dishonest and cruel.
C)It is a process of finding a mutually acceptable solution to a conflict.
D)It involves an open discussion of problem solutions.

Question 55

Jack, a sales manager, is confronted by Jessica, a dissatisfied customer. Jessica claims that she has received a defective piece of merchandise and wants to make a complaint. Jack tells her that she needs to fill out a complaint form, which will be reviewed by the frontline staff and recorded into the complaint-handling system. After that, the senior management would conduct an investigation on her complaint and give her a response within 20 working days. Jessica finds the entire process tedious and time-consuming and withdraws from making the complaint. In the scenario, which of the following techniques was used by Jack to address conflicts?

A)Secrecy
B)Nonaction
C)Due process nonaction
D)Character assassination

Question 56

In the context of conflict management, which of the following statements is true of negotiation?

A)It is a way of opening dialogue between groups that have difficulty communicating.
B)It emphasizes an avoiding style of conflict management.
C)It involves an open discussion of problem solutions.
D)It is characterized by delaying action on a conflict by buying time.

Question 57

In the context of changing structure of an organization, a(n)_____ is a liaison between groups with very different interests.

A)integrator
B)role incumbent
C)role sender
D)investigator

Question 58

_____ is a compromise mechanism whereby an individual patterns his or her behavior after another's.

A)Rationalization
B)Fantasy
C)Fixation
D)Identification

Question 59

Using a _____ made up of members from different departments improves coordination and reduces delays by allowing many activities to be performed at the same time rather than sequentially.

A)functional team
B)cross-functional team
C)resource-oriented team
D)self-directed team

Question 60

In the context of conflict management strategies, the _____ is founded on assumptions like the potential for win-win outcomes, honest communication, trust, openness to risk and vulnerability, and the notion that the whole may be greater than the sum of the parts.

A)competitive strategy
B)cooperative strategy
C)avoidance strategy
D)complaisant strategy

Question 61

_____ is an approach in which the goals of the parties involved in a conflict are not seen as mutually exclusive, but the focus is on both sides achieving their objectives.

A)Distributive bargaining
B)Accommodating
C)Integrative negotiation
D)Compromising

Question 62

Which of the following is a difference between distributive bargaining and integrative negotiation?

A)Distributive bargaining is a win-lose approach to negotiations, whereas integrative negotiation is a win-win approach to negotiations.
B)Distributive bargaining is collaborative in nature, whereas integrative negotiation is competitive in nature.
C)Distributive bargaining works as a conflict management tool, whereas integrative negotiation intensifies a conflict.
D)Distributive bargaining requires all parties to act as allies, whereas integrative negotiation requires all parties to act as competitors.

Question 63

Managers should work to stimulate functional conflict when they suspect their group is suffering from groupthink.

Question 64

In the context of conflict management techniques, sometimes _____ causes negotiators to focus so much on their differences that they ignore their common ground.

A)distributive bargaining
B)superordinate goals
C)integrative negotiation
D)administrative orbiting

Question 65

When negotiators begin to act based on emotions rather than on cognitions, they are less likely to resolve a conflict.

Question 66

In the context of conflict management, which of the following is true of distributive bargaining?

A)It causes negotiators to focus on their similarities.
B)It is a competitive, win-lose approach to negotiations.
C)It involves bargaining techniques that are aimed at discrediting an opponent.
D)It is low on assertiveness and high on cooperativeness.

Question 67

The major behavioral tendency associated with the high versus middle versus low power relationship is suboptimization.

Question 68

Which of the following styles of conflict management should be used to achieve temporary settlements to complex issues?

A)Negotiating
B)Avoiding
C)Accommodating
D)Compromising

Question 69

Developing trust within a group can prevent the misattribution of task conflict as being personal conflict.

Question 70

In which of the following situations should the avoiding style of conflict management be used?

A)When an issue is trivial or more important issues are pressing
B)When quick, decisive action is vital
C)When the objective is to learn
D)When opponents with equal power are committed to mutually exclusive goals

Question 71

Virtual teams are immune to intragroup conflicts.

Question 72

The high versus middle versus low power network illustrates the conflict felt by middle managers.

Question 73

Conflict between groups leads to decreased competition.

Question 74

The competing style of conflict management should be used:

A)when quick, decisive action is vital.
B)to merge insights from people with different perspectives.
C)to achieve temporary solutions to complex issues.
D)when an issue is trivial.

Question 75

For integrative negotiation to be successful, parties involved in a conflict should:

A)change the structure of the organization.
B)have a common goal.
C)determine whether the conflict will have a positive outcome.
D)achieve superordinate goals.

Question 76

Conflicts in high versus low power relationships in organizations can be resolved by changing the organizational structure to a more centralized one.

Question 77

A win-win style of conflict management that is high on both assertiveness and cooperativeness is known as _____.

A)competing
B)accommodating
C)compromising
D)collaborating

Question 78

One way of classifying styles of conflict management is to examine the styles':

A)cooperativeness and assertiveness.
B)confrontation and negotiation approaches.
C)degree of competition and defense mechanisms.
D)credibility and integrity.

Question 79

Functional conflict is often cognitive in origin.

Question 80

Fixation, displacement, and negativism are examples of withdrawal mechanisms for managing interpersonal conflicts.