Deck 13: Managing Conflict

Question 1

The manager who attempts to meet production goals at all costs,without concern for the needs of others,would use which strategy?

A)avoiding
B)smoothing
C)compromising
D)forcing

Answer 1

D

Question 2

Although likely to cause later conflicts,which conflict resolution strategy is the most commonly used by managers?

A)forcing
B)avoiding
C)accommodating
D)compromising

Answer 2

A

Question 3

Managers who withdraw from conflict ______.

A)enjoy less open,upward communication
B)are perceived as less helpful
C)give employees less knowledge of their attitudes and feelings
D)all of these

Answer 3

D

Question 4

Which of the following is NOT a strategy presented for conflict resolution?

A)avoidance
B)accommodation
C)forcing
D)delegating

Question 5

When does forcing work best to resolve conflicts?

A)When there is plenty of time to decide on an action.
B)When the rules do not need to be enforced.
C)When you know you're right.
D)When you are well protected by others.

Question 6

Research shows that problem-solving groups with high trust will ______.

A)exchange relevant ideas and feelings less often
B)develop greater clarification of goals and problems
C)search less extensively for alternative courses of action
D)have less influence on solutions

Question 7

What is the principle that says we tend to perceive what is important and pleasing to us and avoid what is not?

A)perceptive failure
B)attentive perception
C)failure to attend
D)selective attention

Question 8

Which of the following is the correct sequence of steps in the problem-solving process?

A)analyze the problem,define the problem,brainstorm,develop criteria,find the best solution
B)define the problem,analyze the problem,brainstorm,develop criteria,find the best solution
C)define the problem,analyze the problem,develop criteria,brainstorm,find the best solution
D)develop criteria,define the problem,brainstorm,analyze the problem,find the best solution

Question 9

______ is the conflict resolution strategy where managers try to deal with conflict by making everyone happy.

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

Question 10

Which one of the following does the chapter identify as a source of conflict?

A)the distribution of limited resources available within the organization
B)everyone not pulling their weight
C)not enough flex-time offered
D)employee retention

Question 11

Which of the following choices is NOT a conflict-related axiom relevant to communication?

A)Conflict develops due to perceived mutually exclusive goals.
B)Conflict involves parties who may have different values or perceptions.
C)Conflict terminates only when each side is satisfied that it has won or lost.
D)All of these are axioms.

Question 12

Perceived conflict is present when the parties ______.

A)recognize the conditions
B)misunderstand one another's true position
C)have the same interests
D)both recognize the conditions and misunderstand one another's true position are correct

Question 13

Which type of conflict should cause managers to be concerned about sabotage and incidents of violence?

A)latent conflict
B)felt conflict
C)perceived conflict
D)manifest conflict

Question 14

Emotional intelligence competencies include all of the following EXCEPT ______.

A)ability to think creatively
B)ability to control impulses
C)ability to handle relationships effectively
D)ability to empathize with others

Question 15

The chapter identifies several beliefs that managers need to have to successfully resolve conflict.Which of the following was NOT one of those beliefs?

A)cooperation is better than competition
B)parties can be trusted
C)the one with the most seniority knows best
D)status differences can be minimized

Question 16

According to a survey of American Management Association executives,managers are likely to spend about ______% of their time dealing with conflict.

A)5
B)15
C)25
D)50

Question 17

Which activities might prevent workplace violence?

A)know consequences of changing and not changing their behavior
B)have opportunities to discuss their problems
C)understand how their performance is evaluated
D)all of these

Question 18

Which of the following is NOT a part of the win-win strategy?

A)discourage differences of opinion
B)assume a person can be trusted
C)listen to everyone involved
D)remain optimistic about finding an answer

Question 19

Which of the following is NOT a way to maximize environmental conditions for problem-solving?

A)review and adjust perceptions
B)review and adjust conflict conditions
C)review and adjust strengths
D)review and adjust attitudes

Question 20

Which of the following is a communication principle that should be used in applying a win-win conflict resolution strategy?

A)use emotional rather than neutral terms
B)make absolute statements
C)ask closed-ended questions
D)repeat key phrases for understanding

Question 21

When trying to define the problem,a good strategy is to ______.

A)be sure the problem statement is specific
B)state the problem as a solution rather than as a goal
C)state the goal as an individual priority
D)skip this step completely

Question 22

Conflict develops due to perceived mutually exclusive goals.

Question 23

When the accommodating strategy is used,managers try to deal with conflict by making the employee with the most seniority happy.

Question 24

Reminding managers of the organization's overall goals can alleviate interdepartmental conflict.

Question 25

Decisions decrease in quality when conflicts are involved.

Question 26

The key to the win-win strategy is that it follows a combative problem-solving approach rather than a mutual one.

Question 27

Bargaining is the best conflict resolution strategy when ______.

A)neither party believes he or she has the power to "force" the issue
B)the parties have different goals
C)status differences between the parties are strong
D)both neither party believes he/she has the power to "force" the issue and the parties have different goals are correct choices

Question 28

Unclear business goals,time pressure,and uncomfortable work environments are all factors correlated with workplace conflict.

Question 29

Increasingly,U.S.companies are creating programs for internal conflict resolution.

Question 30

The accommodating conflict resolution strategy is used more in low- to medium-performance companies rather than high-performance organizations.

Question 31

When managers understand the sources of conflict,they aren't able to select an appropriate communication strategy.

Question 32

In order to effectively implement the win-win approach,managers must believe that competition is better than cooperation.

Question 33

The key to managing personally felt conflict and hostility is ______.

A)physical exercise
B)non-defensive communication
C)avoidance
D)using status differences

Question 34

The party with the most information is likely to have the better position in a compromise.

Question 35

In a large bureaucracy with an overabundance of policies,managers are most likely to manage conflict with which strategy?

A)accommodating
B)compromising
C)avoiding
D)problem-solving

Question 36

Venting hostility can be therapeutic rather than detrimental to conflict solving.

Question 37

Organizational conflict is NOT a natural part of the traditional organizational structure and should be eliminated immediately.

Question 38

The avoidance or withdrawal strategy combines a low concern for production with a high concern for people.

Question 39

Organizational conflict is primarily caused by ______.

A)mutually exclusive goals
B)personality differences
C)the global culture
D)competition in the industry

Question 40

When implementing the problem-solving strategy,which types of questions are appropriate?

A)open ended
B)leading questions
C)both open ended and leading questions are correct choices
D)closed ended

Question 41

The problem-solving strategy is also known as the win-win approach to conflict management.

Question 42

Cognitive intelligence (IQ)is more important than emotional intelligence (EQ)for managerial success.

Question 43

People tend to discuss solutions before defining the problem.

Question 44

A manager needs to enter the conflict situation believing others' opinions are beneficial.

Question 45

Physical arrangements have little to no impact on the outcome of a problem-solving session.

Question 46

How can conflict benefit an organization?

Question 47

Research reveals that problem-solving groups with high trust usually exchange relevant ideas and feelings more openly.

Question 48

List and describe the six competencies of Emotional Intelligence identified by Daniel Goleman.

Question 49

List and describe the five steps in Dewey's rational problem-solving process.Describe a problem you faced by applying this process.

Question 50

Add several communication principles to the list in Chapter 13 that are conducive for a win-win strategy.