Deck 9: Resolving Conflicts With Others
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Deck 9: Resolving Conflicts With Others
1
A police officer pulls you over and says, "You've been driving 15 kilometres per hour beyond the speed limit." Following the principle of disarm the opposition, you should respond in this manner:
A) "Officer, there has been some mistake."
B) "How would you like to deal with me when you are out of uniform?"
C) "You must have been speeding in order to catch me."
D) "You're right, I was speeding."
A) "Officer, there has been some mistake."
B) "How would you like to deal with me when you are out of uniform?"
C) "You must have been speeding in order to catch me."
D) "You're right, I was speeding."
D
2
The bargaining technique make small concessions gradually
A) is much less effective than granting concessions at the outset of bargaining.
B) is much less effective than granting concessions at the end of bargaining.
C) leads to more satisfactory agreements in most cases.
D) leads to less satisfactory agreements in most cases.
A) is much less effective than granting concessions at the outset of bargaining.
B) is much less effective than granting concessions at the end of bargaining.
C) leads to more satisfactory agreements in most cases.
D) leads to less satisfactory agreements in most cases.
C
3
"Incivility" specifically refers to
A) not following the rules of the job.
B) employees' lack of regard for one another.
C) not pulling one's weight at work.
D) using intolerant language.
A) not following the rules of the job.
B) employees' lack of regard for one another.
C) not pulling one's weight at work.
D) using intolerant language.
B
4
Sexual harassment has received increasing attention in recent years because
A) men are the primary victims.
B) of the growing numbers of women in non-traditional work environments.
C) of fewer incidents of harassment.
D) there is more romance in the workplace.
A) men are the primary victims.
B) of the growing numbers of women in non-traditional work environments.
C) of fewer incidents of harassment.
D) there is more romance in the workplace.
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5
A personality clash refers to the fact that sometimes people
A) basically dislike each other.
B) go out of their way to do mean things to each other.
C) have different goals.
D) are too much alike.
A) basically dislike each other.
B) go out of their way to do mean things to each other.
C) have different goals.
D) are too much alike.
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6
You are interested in purchasing a speedboat on sale for $33,000. You make an offer of $27,500, thereby using the negotiating tactic
A) begin with a plausible demand or offer, yet allow room for negotiation.
B) compromise.
C) make small concessions gradually.
D) know your best alternative to a negotiated agreement.
A) begin with a plausible demand or offer, yet allow room for negotiation.
B) compromise.
C) make small concessions gradually.
D) know your best alternative to a negotiated agreement.
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7
Sam and Muriel argue over who gets to use the new desktop computer. Their conflict is best classified as
A) differences in goals.
B) personal differences.
C) competition over limited resources.
D) conflict-prone job duties.
A) differences in goals.
B) personal differences.
C) competition over limited resources.
D) conflict-prone job duties.
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8
The negotiating strategy focus on interests, not positions calls for the negotiator to
A) quickly uncover the interests of the other side.
B) stick to his or her demands until the last.
C) find mutual interests with the other side.
D) strive to satisfy his or her overall interests.
A) quickly uncover the interests of the other side.
B) stick to his or her demands until the last.
C) find mutual interests with the other side.
D) strive to satisfy his or her overall interests.
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9
An employee can use anger to his advantage by
A) selectively bullying the other side.
B) helping him vent built-up stress.
C) allowing it to help him be creative.
D) using it to show how committed he is.
A) selectively bullying the other side.
B) helping him vent built-up stress.
C) allowing it to help him be creative.
D) using it to show how committed he is.
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10
A major component of cognitive restructuring is to
A) search for the positive elements in a situation.
B) play a mind game.
C) change the cognitions of the opposing side.
D) agree that you have been in the wrong.
A) search for the positive elements in a situation.
B) play a mind game.
C) change the cognitions of the opposing side.
D) agree that you have been in the wrong.
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11
Knowing one's best alternative to a negotiated agreement is designed to help a person
A) prevent the opposing side from gaining any advantage.
B) block a win-win solution.
C) choose creative alternative solutions.
D) prevent accepting unfavourable terms.
A) prevent the opposing side from gaining any advantage.
B) block a win-win solution.
C) choose creative alternative solutions.
D) prevent accepting unfavourable terms.
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12
Linda Yang, a labour relations specialist, wants each side to leave the negotiating table well satisfied. Yang is best advised to use which style of conflict management?
A) competitive
B) collaborative
C) accommodative
D) sharing
A) competitive
B) collaborative
C) accommodative
D) sharing
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13
Alex has been severely criticized by his boss. He deals with the problem by saying to himself, "The criticism I received is good because it will prevent me from repeating that mistake." Alex is engaging in
A) image exchange.
B) disarming the opposition.
C) cognitive restructuring.
D) a self-defeating mind game.
A) image exchange.
B) disarming the opposition.
C) cognitive restructuring.
D) a self-defeating mind game.
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14
According to recent Canadian surveys, more than ___ percent of working women surveyed reported an incident of sexual harassment in the previous year.
A) 20
B) 30
C) 40
D) 50
A) 20
B) 30
C) 40
D) 50
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15
Circle a source of interpersonal conflict NOT listed in the text.
A) Competition for limited resources
B) Role Conflict
C) Gender Differences
D) Aggressive Personalities.
A) Competition for limited resources
B) Role Conflict
C) Gender Differences
D) Aggressive Personalities.
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16
When a situation has to be mediated
A) negotiations continue without a third party.
B) it is unlikely a win-win outcome will be reached.
C) an independent third party helps those involved to resolve the dispute on their own.
D) it usually draws media attention.
A) negotiations continue without a third party.
B) it is unlikely a win-win outcome will be reached.
C) an independent third party helps those involved to resolve the dispute on their own.
D) it usually draws media attention.
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17
A manager who says to a group member, "Are you going to be stupid for the rest of your life?" is most likely engaging in
A) competition over limited resources.
B) win-win conflict resolution.
C) building stone walls.
D) bullying.
A) competition over limited resources.
B) win-win conflict resolution.
C) building stone walls.
D) bullying.
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18
Work-family conflict occurs when
A) a person's roles of worker and active participant in social and family life compete.
B) a person is only moderately serious about family responsibilities.
C) a person is forced to work more than 55 hours per week.
D) an emotional disorder makes a person perpetually late for work or social engagements.
A) a person's roles of worker and active participant in social and family life compete.
B) a person is only moderately serious about family responsibilities.
C) a person is forced to work more than 55 hours per week.
D) an emotional disorder makes a person perpetually late for work or social engagements.
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19
The method of identifying the true source of conflict and resolving it systematically is called
A) frame the outcome in positive terms.
B) disarm the opposition.
C) confrontation and problem solving.
D) cognitive restructuring.
A) frame the outcome in positive terms.
B) disarm the opposition.
C) confrontation and problem solving.
D) cognitive restructuring.
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20
A key advantage of making a plausible demand in a negotiating session is that it
A) prevents the other side from making a counteroffer.
B) shows you are bargaining in good faith.
C) prevents the other side from making an extreme demand.
D) gets you about one half of what you really want.
A) prevents the other side from making a counteroffer.
B) shows you are bargaining in good faith.
C) prevents the other side from making an extreme demand.
D) gets you about one half of what you really want.
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21
According to the text, if a co-worker tells sexually oriented jokes that you find offensive, your first course of action should be to
A) tell the person that you find the jokes offensive.
B) go directly to your manager.
C) sue the person.
D) file a formal complaint.
A) tell the person that you find the jokes offensive.
B) go directly to your manager.
C) sue the person.
D) file a formal complaint.
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22
Which action is NOT seen as a form of sexual harassment?
A) calling a coworker "dear".
B) a light kiss at an office party.
C) touching hair.
D) telling a coworker she has gorgeous feet.
A) calling a coworker "dear".
B) a light kiss at an office party.
C) touching hair.
D) telling a coworker she has gorgeous feet.
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23
A study about the long-term effects of sexual harassment found that
A) the impact is only significant for women who have been harassed for the first time.
B) the negative effects remained two years after an incident.
C) the impact of harassment is mostly short term.
D) the harasser suffers more than the harassed.
A) the impact is only significant for women who have been harassed for the first time.
B) the negative effects remained two years after an incident.
C) the impact of harassment is mostly short term.
D) the harasser suffers more than the harassed.
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24
According to the Survey of Sexual Harassment in Public Places and Work
A) over one-third of women quit their job after an incident of sexual harassment.
B) most women do not find sexual harassment bothersome.
C) almost one-third of women reported that their job was affected by the harassment.
D) few women experience sexual harassment.
A) over one-third of women quit their job after an incident of sexual harassment.
B) most women do not find sexual harassment bothersome.
C) almost one-third of women reported that their job was affected by the harassment.
D) few women experience sexual harassment.
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25
The most common adverse consequence of sexual harassment is
A) quitting the job.
B) stress.
C) depression.
D) a diminished trust in the opposite sex.
A) quitting the job.
B) stress.
C) depression.
D) a diminished trust in the opposite sex.
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