Deck 7: Conflict Management Skills

Question 1

To unravel simple conflict, partners should

A)keep the conversation focused on relevant issues so personalities do not become involved.
B)refrain from personally attacking each other and take time to cool off.
C)learn the proper way to cooperatively manage an interpersonal conflict.
D)listen carefully and test their understanding of the message with questions and feedback.

Answer 1

A

Question 2

Which statement regarding conflict is accurate?

A)Eventually all relationships experience conflict.
B)Only de-escalating relationships experience conflict.
C)Stable relationships do not experience conflict.
D)Escalating relationships are most likely to experience conflict.

Answer 2

A

Question 3

Expressive conflict

A)centres on achieving a particular goal or task.
B)focuses on issues about relationship quality and managing interpersonal tension and hostility.
C)is triggered by lack of understanding and miscommunication.
D)stems from different ideas, perceptions, and goals.

Answer 3

B

Question 4

Interpersonal conflict is defined as

A)a struggle focusing on issues about the quality of a relationship.
B)a struggle that occurs when two people cannot agree upon a way to meet their needs.
C)a struggle that centres on achieving a particular goal or task.
D)a struggle that stems from different ideas, perceptions, or goals.

Question 5

Which of the following is NOT a type of conflict?

A)complex conflict
B)simple conflict
C)ego conflict
D)pseudo conflict

Question 6

Conflict that focuses on achieving a specific goal or objective is

A)expressive conflict.
B)simple conflict.
C)destructive conflict.
D)instrumental conflict.

Question 7

Most conflict is driven by

A)miscommunication.
B)personal issues.
C)interpersonal tension.
D)differences.

Question 8

Instrumental conflict

A)is based on personal issues where a partner's self-esteem is attacked.
B)assists in building new insights and establishes new patterns in a relationship.
C)focuses on issues about relationship quality and managing interpersonal tension and hostility.
D)centres on achieving a particular goal or objective.

Question 9

Which of the following is a more masculine response to conflict?

A)To encourage mutual involvement.
B)To attribute crises to problems within the relationship.
C)To attribute crises to problems external to the relationship.
D)To often respond to conflict by focussing on the relationship.

Question 10

Pseudo, simple, and ego are

A)the types of cultures in which people conflict.
B)the stages of cooperative conflict management.
C)the categories within which most types of conflict fit.
D)the types of power that partners bring to a conflict.

Question 11

Simple conflict

A)occurs when individuals feel personally attacked.
B)occurs when partners have inaccurate assumptions about conflict procedures.
C)occurs when individuals misunderstand each other.
D)occurs when partners disagree over ideas, definitions, perceptions, or goals.

Question 12

Conflicts are most often expressive

A)for people who possess legitimate power.
B)for people from high context cultures.
C)for people who possess referent power.
D)for people from low context cultures.

Question 13

Checking your perceptions, listening between the lines, and establishing a supporting climate are methods to minimize the occurence of which kind of conflict?

A)simple conflict
B)ego conflict
C)complex conflict
D)pseudo conflict

Question 14

Yakov wants to sit in his easy chair and listen to his music, loudly.Sven, his roommate, needs some quiet time to study for a major exam the next day.If Yakov listens to his music, Sven won't be able to study.What kind of conflict does this situation reflect?

A)simple conflict
B)pseudoconflict
C)ego conflict
D)complex conflict

Question 15

Pseudo conflict occurs when

A)partners miss the meaning in a message.
B)partners disagree over the choice of action to achieve their goals.
C)partners in conflict have extremely different degrees of power.
D)partners in conflict feel personally attacked.

Question 16

How can pseudo conflict be kept from escalating?

A)Partners can engage in perception checking and observe nonverbal cues.
B)Partners should listen and ask questions and give feedback to test understanding.
C)Partners should keep the conversation focused on relevant issues.
D)Partners should refrain from hurling personal attacks and take time to cool off.

Question 17

You want a quiet evening at home and your partner wants to party.The conflict that ensues arises out of

A)conflict in goals.
B)conflict of backgrounds and experiences.
C)a pseudo conflict.
D)an ego conflict.

Question 18

Conflicts are most often instrumental

A)for people from low-context cultures.
B)for people who possess legitimate power.
C)for people from high-context cultures.
D)for people who possess referent power.

Question 19

Conflicts stemming from differences in ideas, definitions, perceptions, or goals are

A)mythical conflicts.
B)simple conflicts.
C)ego conflicts.
D)pseudo conflicts.

Question 20

Conflict that focuses on the quality of relationships and on managing interpersonal tension and hostility is

A)ego conflict.
B)expressive conflict.
C)pseudo conflict.
D)instrumental conflict.

Question 21

Awareness of differences becomes increasingly problematic during which stage?

A)resolution stage
B)frustration awareness stage
C)prior conditions stage
D)active conflict stage

Question 22

Conflicts can always be resolved is a myth because

A)some conflicts are so intense that individuals may have to agree to disagree.
B)conflict is a healthy component of our relationships.
C)conflict is a normal and productive part of group interaction.
D)sometimes partners have different needs or goals.

Question 23

Differences in goals or needs that partners may have refutes the myth that

A)conflict is a sign of a poor interpersonal relationship.
B)conflict can always be resolved.
C)conflict can always be avoided.
D)conflict always occurs because of a misunderstanding.

Question 24

Frustration awareness occurs in which of the following stages of a conflict?

A)source
B)beginning
C)middle
D)end
E)aftermath

Question 25

An expressed struggle indicates which stage of conflict?

A)prior condition stage
B)frustration awareness stage
C)active conflict stage
D)resolution stage

Question 26

When individuals feel personally attacked, which type of conflict is occurring?

A)ego conflict
B)simple conflict
C)pseudo conflict
D)power conflict

Question 27

Which of the following is the sign of a healthy relationship?

A)Polite and stilted conversation.
B)The free expression of honest disagreement.
C)Constant bickering and sniping.
D)Focussing on your partner's negative qualities.

Question 28

The belief that we should eliminate conflict from our relationships reflects the myth that

A)conflict should always be avoided.
B)conflict always occurs because of misunderstanding.
C)conflict can always be resolved.
D)conflict is always a sign of a poor interpersonal relationship.

Question 29

A way to deal with ego conflict is to

A)listen well and use questions and feedback to test understanding of the message.
B)use compliance gaining techniques to influence each other.
C)keep the conversation focused on the issue to avoid a battle of personalities.
D)take turns expressing feelings without interrupting, then cool off.

Question 30

Which of the following could be a cause of the frustration awareness stage of conflict?

A)A partner becomes aware of the differences between him or her and the other partner.
B)Recognized differences in a relationship interfere with one partner's goals.
C)A partner brings his or her frustration to the other partner.
D)Partners try to manage the conflict.

Question 31

Some disagreements are so intense and the perception of partners are so fixed it becomes a myth to say that

A)conflicts can always be resolved.
B)conflicts can always be avoided.
C)conflicts are a sign of a poor interpersonal relationship.
D)conflicts are always bad.

Question 32

It is a myth that conflict can always be avoided because

A)evidence suggests conflict arises in virtually every relationship.
B)there are times when individuals have different goals.
C)disagreements do not necessarily indicate a relationship is in trouble.
D)some individuals have to agree to disagree.

Question 33

The first phase in the conflict process occurs when

A)a partner views differences as problematic and becomes frustrated.
B)individuals begin seeking ways to manage conflict.
C)a partner becomes aware there are differences between the two partners.
D)individuals communicate with each other about differences.

Question 34

"Conflict is always bad" is a myth because

A)conflict is a normal and productive part of interaction in groups.
B)there are times when partners have different needs or goals.
C)conflict is a healthy component of relationships.
D)not all differences can be resolved and partners must live with them.

Question 35

During ego conflict

A)partners have inaccurate assumptions about conflict procedures.
B)partners misunderstand each other.
C)partners feel personally attacked.
D)partners disagree on the way to meet goals.

Question 36

Which statement about conflict and avoidance is NOT true?

A)Conflict is normal.
B)Conflict is productive.
C)Conflict is unproductive.
D)Conflict occurs in the best of relationships.

Question 37

Becoming aware of differences is which stage of conflict?

A)frustration awareness
B)active conflict
C)prior conditions
D)resolution

Question 38

It is a myth that conflict always occurs because of misunderstandings because

A)conflict arises in virtually all relationships.
B)disagreements might be so intense that partners have to live with them.
C)sometimes individuals have different needs or goals.
D)conflict is a healthy part of a relationship.

Question 39

Polite, stilted conversation is more likely to signal a problem in a relationship than the myth that

A)conflict always occurs because of a misunderstanding.
B)conflict is always a signal of a poor interpersonal relationship.
C)conflict can always be avoided.
D)conflict is always bad and can be resolved.

Question 40

Which of the following is the best method to respond to flaming?

A)Respond in all capital letters.
B)Send a negative message back.
C)Let the other person know that the flaming makes it less likely for you to respond in a calm and rational manner.
D)Reply immediately without giving yourself a chance to cool down so that you will respond in kind.

Question 41

During the resolution stage of conflict

A)partners try to manage the conflict.
B)partners monitor whether they are satisfied with the resolution.
C)partners engage in an expressed struggle.
D)partners become aware that differences between them exist.

Question 42

A competition style of conflict is motivated by a desire to

A)withdraw.
B)win.
C)negotiate.
D)compromise.

Question 43

During the follow-up stage of conflict

A)partners become frustrated and angry over a conflict.
B)partners communicate with each other regarding differences.
C)partners seek ways to manage the conflict.
D)partners confirm their satisfaction with the resolution.

Question 44

"It's not my problem," would be a response from an individual who uses which conflict management style?

A)avoidance
B)compromise
C)collaboration
D)competition

Question 45

Management of the conflict occurs during

A)frustration awareness stage.
B)follow-up stage.
C)resolution stage.
D)prior condition stage.

Question 46

Which of the following best describes the perspective of a destructive conflict?

A)win-lose
B)win-win
C)lose-lose
D)constructive-destructive

Question 47

The approach to conflict of producing a "pseudo-solution" is

A)accommodation.
B)competition.
C)avoidance.
D)collaboration.

Question 48

Conflict that helps build new insights and establishes new patterns in a relationship is

A)destructive conflict.
B)instrumental conflict.
C)constructive conflict.
D)simple conflict.

Question 49

An attempt to manage conflict by giving into the demands is

A)accommodating.
B)withdrawing.
C)computing.
D)distracting.

Question 50

Constructive conflict

A)reflects a lack of flexibility in responding to others.
B)blocks off options for managing differences.
C)demonstrates that airing of differences can lead to a more satisfying relationship.
D)makes "win-win" solutions more elusive.

Question 51

Partners check with themselves and each other to monitor satisfaction with the resolution during

A)resolution stage.
B)frustration awareness stage.
C)follow-up stage.
D)active conflict stage.

Question 52

Our personality, our conflict partner, and situational factors such as time and place of the conflict all influence

A)the conflict management style we choose.
B)the type of power we display.
C)the interpersonal communication skills we choose.
D)the type of conflict we engage in.

Question 53

Accommodation might be used as a response to conflict because

A)the partner hopes the problem will go away.
B)the partner refuses to be provoked.
C)the partner is extremely uncomfortable with conflict.
D)the partner fears rejection if s/he rocks the boat.

Question 54

A lose-lose approach to conflict is characterized by

A)sidestepping confrontation.
B)trying to please.
C)giving up something to get something.
D)blaming or seeking a scapegoat.

Question 55

Which of the following best describes the demand-withdrawal pattern?

A)The parent makes a pointed request, and the teenager responds by changing the subject.
B)The parent makes a pointed request, and the teenager responds competitively.
C)The parent makes a pointed request, and the teenager responds by accommodatingly.
D)The parent makes a pointed request, and the teenager responds by collaboratively.

Question 56

Where does competition fit on the scales of concern for self and concern for others?

A)high concern for self, high concern for others
B)high concern for self, low concern for others
C)low concern for self, high concern for others
D)low concern for self, low concern for others

Question 57

During the active conflict stage

A)partners begin seeking ways to manage the conflict.
B)partners monitor whether they are both satisfied with the resolution.
C)partners become aware that differences are problematic.
D)partners communicate with each other about their frustrations.

Question 58

Individuals who are so uncomfortable with conflict that they surrender are characterized by

A)a fear of rejection.
B)an attempt to avoid stress.
C)producing a "pseudo-solution".
D)appearing uninterested in meeting the needs of the other person involved in the disagreement

Question 59

Which conflict management style appears to be other-oriented?

A)accommodating
B)withdrawing
C)computing
D)distracting

Question 60

A conflict style that involves backing off, distracting, or giving in to the other person is

A)collaborative style.
B)avoidance style.
C)competitive style.
D)accommodation style.

Question 61

Self-talk becomes important in conflict management because

A)it helps us identify what we want from the conflict.
B)it plays a major role in how we feel and respond to others.
C)it helps us monitor our nonverbal behaviours.
D)it provides an opportunity for a cooling off period.

Question 62

Establishing standards for an acceptable solution to a problem involves

A)basing decisions on objective criteria.
B)separating people from the problem.
C)generating many options to solve the problem.
D)emphasizing common interests, values, and goals.

Question 63

Individuals who take a win-lose approach to conflict are

A)competitive.
B)non-confrontational.
C)cooperative.
D)constructive.

Question 64

Generating many options to solve a problem is accomplished through

A)separating personal grievances from the discussion.
B)establishing standards for an acceptable solution.
C)emphasizing common goals.
D)brainstorming and other techniques.

Question 65

When partners in conflict focus on shared interests, they

A)try to establish standards for an acceptable solution.
B)use problem-solving techniques to generate a solution.
C)emphasize common interests, values, and goals.
D)avoid evaluative statements about their personalities.

Question 66

Gunny-sacking occurs when

A)you dredge up old problems and issues from the past.
B)you attempt to dominate the other person verbally.
C)you withdraw from the conflict.
D)you seek to avoid the conflict.

Question 67

Selecting a mutually acceptable time and place for a conflict, planning your message, avoiding personal attacks and name calling are all ways to

A)manage the problem.
B)manage information.
C)manage emotions.
D)manage goals.

Question 68

When you make sure that the person with whom you are conflicting is ready to receive you and your message, you are managing

A)emotions.
B)problems.
C)information.
D)goals.

Question 69

In which of the following situations would the collaborative approach not be the best solution?

A)When those on all sides need some new, fresh ideas.
B)When all parties are committed to solving the problem.
C)When a solution is needed quickly.
D)When you wish to consider the feelings and needs of all involved.

Question 70

According to Deborah Cai and Edward Fink , their research investigating differences in preferences for ways of managing conflict found than people whose tendency is to work for the good of the group.Overall the researchers found

A)avoiding was the most preferred conflict management style, regardless of cultural background.
B)accommodating was the least preferred conflict management style, regardless of cultural background.
C)people from collectivistic cultures, such as Canada, prefer compromising and collaboration.
D)the avoiding style was preferred by people from individualistic cultures more than people from collectivistic cultures.

Question 71

When partners in conflict work to separate people from the problem they

A)describe problems without making judgemental statements.
B)establish standards for an acceptable solution.
C)use brainstorming to generate solutions.
D)emphasize common interests and values.

Question 72

You can signal that you wish to collaborate with your partner rather than control by

A)writing out the key ideas you want to discuss ahead of time.
B)arranging a mutually agreeable time and place to discuss the conflict.
C)speaking calmly, using direct eye contact, and maintaining a natural facial expression.
D)identifying your goal and the outcome you'd like from the conflict.

Question 73

A simple conflict can turn into an ego conflict when

A)use of threats and derogatory names occur.
B)the other person is not emotionally ready to discuss the conflict.
C)your nonverbal behaviours do not support your verbal messages.
D)you use "I" language to describe your feelings.

Question 74

Knowing what your goal is and the type of outcome you would like is a way to

A)plan your message.
B)avoid emotional overstatement.
C)use self-talk.
D)monitor nonverbal messages.

Question 75

Leaving personal grievances out of a discussion uses the collaboration approach to conflict by

A)generating many options to solve problems.
B)basing decisions on objective criteria.
C)focusing on shared interests.
D)separating people from the problem.

Question 76

A lose/win - lose/win approach to conflict is characterized by which conflict management style?

A)avoidance
B)competition
C)collaboration
D)compromise

Question 77

Asking questions such as "what do we both want?" and "where are we already agreeing?" are ways that partners who use a collaborative conflict style

A)generate many options to solve the problem.
B)focus on shared interests.
C)base decisions on objective criteria.
D)separate people from the problem.

Question 78

When attempting to resolve a conflict with people from a collectivist culture, you would be wise to

A)use avoidance strategies to end the conflict.
B)use competitive strategies to end the conflict.
C)use compromising and collaborative strategies to end the conflict.
D)use the demand-withdrawal strategy to end the conflict.

Question 79

When you plan your message, you might consider

A)supporting verbal messages with nonverbal behaviours.
B)identifying your goal and determining what outcome you would like.
C)giving yourself a cooling-off period.
D)engaging in self-talk.

Question 80

Individuals who seek solutions to problems rather than playing win-lose games are

A)controlling.
B)non-confrontational.
C)compromising.
D)constructive.