Deck 7: Interpersonal Skills and Conflict Management

Question 1

Jun Kim and Joe Baker are conducting a business transaction together.Joe Baker lays out the specific points that he wants to discuss and dissects all the feedback to analyze it before coming to a swift conclusion.Mr.Kim,on the other hand,takes his time in reaching conclusions and tells many stories about previous business transactions he has had.What is happening here?

A)Joe Baker is using the spiral method of agreement.
B)Jun Kim is negotiating from an analytical win-win stance.
C)Jun Kim is a holistic thinker and Joe Baker is an analytical thinker.
D)Joe Baker is a holistic thinker and Jun Kim is an analytical thinker.

Answer 1

C

Question 2

Ed has trouble distinguishing between assertive and aggressive communication.His teacher clarifies the difference by saying:

A)aggressive and assertive communication is basically the same.
B)assertive communication means taking charge of your life without taking advantage of others.
C)aggressive behavior takes advantage of others,so "passive aggressive" behavior is better.
D)assertive behavior means being passive about ones needs,whereas aggressive behavior allows one to meet these needs while also helping others.

Answer 2

B

Question 3

Members of which of the following groups are likely to be most receptive to persons approaching them and initiating a conversation?

A)Euro Americans
B)Native Americans
C)Koreans
D)Japanese

Answer 3

A

Question 4

In class,Tara,the student,said to the teacher,"I'm sorry,but I don't understand.Can you say that again,but use different words?" Tara was asking a question for _____.

A)restatement
B)definition
C)clarification
D)all of the above

Question 5

Directions on how to organize a new retail store in terms of laying out the merchandise are best given in _____ order.

A)chronological
B)spatial
C)topical
D)none of the above

Question 6

DESC is a method to _____.

A)handle conflicts
B)ask for further information
C)confirm your understanding of a situation
D)switch channels in the middle of the communication

Question 7

What popular pastime does the text suggest might contribute to decreasing empathy among the current generation of college students?

A)sports
B)attending concerts
C)watching "sitcoms" on television
D)playing violent video games

Question 8

A man on a cell phone cuts in front of you at the deli counter during your half hour lunch break.You know that it takes awhile for them to make each sandwich and you can hear the man asking the person on the other end of the phone what they would like to order.What would be the most appropriate response to practice assertive skills?

A)Don't say anything and just deal with the fact that you are going to be late getting back to work.
B)Step on his foot and then take your place back in line.
C)Say,"I was here first,and the end of the line is back there."
D)Say,"I was here first,but I guess you can cut in front of me."

Question 9

Laura values her professional relationship with Ellen.Recently,they experienced conflict over scheduling the time and location of a meeting.Both listened to what was important to the other and why it was important,and both ultimately gained what each wanted.The conflict management style that best represents this scenario is _____.

A)accommodation
B)compromise
C)avoidance
D)integration

Question 10

Janine is designing her speech about Roosevelt's terms in office.She wants to show what was accomplished each year as well as how he grew in his responsibilities.The best method of organization for his speech would be _____.

A)spatial
B)organizational
C)chronological
D)topical

Question 11

All of the following are true about cultures and apologies EXCEPT _____.

A)in Asian cultures,apologizing is considered a virtue
B)western cultures are more concerned for the group,so apologies come from the group
C)the Japanese have seven words for apologies
D)Euro-American males are more apt to apologize to strangers than friends

Question 12

The four causes of conflict include all of the following EXCEPT

A)goals to be pursued.
B)allocation of resources.
C)self-esteem.
D)behaviors considered inappropriate by one party.

Question 13

When Diana is interviewed for a job,she asks the interviewer,"What are the three most important qualities that you'd like to see in the person you hire for this position?" This type of question is one that will help her _____.

A)learn more about the interviewer's attitude toward a topic
B)gain information about what is important
C)show the interviewer that she is interested in the position
D)keep the conversation on track

Question 14

After a stellar singing performance,Caycee went before the panel of expert judges to hear their comments.Although most of the judges liked her tone and interpretation of the music,they all seemed to agree that she did not have the style that they were seeking.What would be the appropriate response from Caycee about the criticism she received?

A)Ignore the judges;they do not know what they are talking about.
B)Resign from music,vowing never to perform again.
C)Thank the judges,take some time to think about what was said,and work on the things that were lacking in her performance.
D)Negotiate with the judges to convince them that this is what she was born to do.

Question 15

Which of the following is false regarding assertive behavior?

A)If you are assertive,you will always get your way.
B)Being assertive probably will not get the negative reactions that you might receive if you were aggressive.
C)DESC scripting is a way of dealing with interpersonal conflicts that centers on the process of describing,expressing,specifying,and stating consequences.
D)When you decide to be assertive,be aware of the consequences;do not make a threat unless you are willing to accept the responsibility and take the action.

Question 16

Which of these is a characteristic of holistic thinking?

A)It is more typical in North American and German cultures than in the South-American and Asian cultures.
B)Not dissecting events or concepts.
C)Storytelling is confusing and often avoided.
D)Stories and parables always have a conclusion and a moral.

Question 17

The American philosopher and comedian Will Rogers once said: "In order to change my opinion,you must first demonstrate that you understand it." Which communicative skill is Rogers recommending we work on improving?

A)public speaking
B)persuasive verbal skills
C)body language
D)active listening

Question 18

Which of the following is NOT an effective strategy when you are criticized?

A)seek more information
B)paraphrase the other person's criticism to make certain that you understand it correctly
C)accept the criticism,even if you do not agree with it,especially if the relationship is not important to you
D)accept the criticism,if you agree with it

Question 19

Two people seek a third party to assist with a conflict.The third party is not affiliated with the legal system,but is an expert in the area of conflict.Both parties previously agreed to abide by the third party's decision.What type of negotiation is taking place?

A)arbitration
B)litigation
C)mediation
D)none of the above

Question 20

Which is true about negotiation?

A)In a win-lose negotiation,neither person is satisfied with the outcome.
B)In a win-win negotiation,the goal is to find a solution that is satisfying to everyone.
C)Conflict avoidance is always the best style for those with low self-esteem.
D)It is not possible to win in the short run but lose in the long run.

Question 21

Many people are afraid to ask questions because they do not know how to do so or they are afraid of looking stupid.

Question 22

When dealing with an angry person,you should never let them "dump" their anger on you because it encourages such behavior.

Question 23

The acronym DESC stands for which words?

A)Determine,Express,Speak,Confirm
B)Define,Examine,Specify,Content
C)Describe,Express,Specify,Consequences
D)none of the above

Question 24

The primary difference between arbitration and mediation is that in arbitration,a third party makes the decision,but in mediation,the third party simply facilitates communication.

Question 25

According to research,students try to avoid about 12 percent of their conflicts.

Question 26

Middle-Eastern and Mediterranean cultures are considered conflict-avoidant cultures.

Question 27

Anger can take on two forms,implosive and explosive.

Question 28

The main goal of arbitration is that both parties are satisfied with the outcome.

Question 29

Which of these is NOT a strategy for being an effective conversationalist when first meeting someone?

A)discuss controversial topics
B)keep track of current events
C)watch nonverbal clues
D)show interest by asking questions

Question 30

According to the textbook,how many levels of conflict are there?

A)one
B)three
C)five
D)seven

Question 31

Which is NOT a good conversational listening skill?

A)Listening to the concerns of others.
B)Assuming that you understand.
C)Before speaking,asking yourself what message is needed.
D)Avoiding self-centered ("I-I")talk.

Question 32

The difference between a simple assertion and an empathic assertion is that the latter recognizes and verbalizes the other's position,but the former does not.

Question 33

When face-to-face apologies are not possible,then the next best method is e-mail.

Question 34

Conflict is detrimental when it ____.

A)threatens the integrity of a relationship
B)stops you from doing your work
C)endangers the continuation of a relationship or your ability to function within it
D)all of the above

Question 35

Conflict is always an unhealthy form of communication and should be avoided.

Question 36

Research shows that Americans apologize twice as often as the Japanese.

Question 37

Seeking forgiveness is the most important goal of any apology.

Question 38

Facework refers to verbal and nonverbal behaviors that one uses to maintain or defend one's own or the other's self-image.

Question 39

A passive-aggressive person attacks or embarrasses another in a manipulative way.

Question 40

Current research holds that all expressions of anger emerge from a single cause.

Question 41

Using a topic of your choice,write a question for each situation described that you might use in a conversation to:
(a)encourage the other to open up
(b)discover the other's attitude
(c)direct the conversation

Question 42

Define holistic thinking and analytic thinking.Identify a culture that tends to exhibit each type.

Question 43

Explain the difference between arbitration,mediation,and litigation.Explain which you would recommend in a child-custody dispute and why.

Question 44

Justify which of the four causes of conflict you believe that college students experience most,and explain why.

Question 45

If you have had experiences with other cultures,detail how they were similar to or different from the text's explanations of conflict and culture.

Question 46

Which of the two tenets of fair fighting would be most beneficial for you personally to implement? Explain why.

Question 47

Bill believes it is important to win at all costs in every situation.What communicative problems might this cause for Bill and his coworkers,family members,and friends?

Question 48

The textbook notes that the current generation of American college students,members of the so-called "Generation Me," are the most individualistic,competitive,self-centered,confident,and narcissistic in recent history.In short,this generation is less empathic than previous living generations.What communication challenges,especially when communicating with members of other generations,are members of "Generation Me" likely to face in their personal,academic,and professional lives as a result of their comparative lack of empathy?

Question 49

Take a recent conflict you have experienced and detail its progression through the seven levels of conflict.