Deck 9: Conflict and Negotiation

Question 1

Relationship conflict is

A)emotional and aimed at a person rather that an issue.
B)impersonal and based on issues rather that a personality.
C)related to differences in perspectives.
D)a consequence of the requirements of the job.
E)a divergent hierarchy of goals.

Answer 1

A

Question 2

Bob welcomes a certain degree of conflict and disagreement among his staff,since he has been concerned that they have approved proposals in the past based on weak assumptions and without exploring other alternatives.Bob is promoting a type of conflict known as

A)mediation.
B)relationship.
C)task.
D)collaboration.
E)dysfunctional.

Answer 2

C

Question 3

The most important criterion in determining whether conflict is functional or dysfunctional is

A)overall morale.
B)turnover rates.
C)absenteeism levels.
D)group performance.
E)individual performance.

Answer 3

D

Question 4

Conflict is functional if it

A)supports the goals of the group.
B)is satisfying to the individual members of the group.
C)causes group members to argue.
D)causes turnover.
E)supports the objectives of management.

Question 5

When Antonio gets into a disagreement with co-workers at staff meetings,he intimidates them with physical gestures and by standing up,rather than remaining sitting.Antonio's behaviour is occurring in which loci of conflict?

A)functional conflict
B)relationship conflict
C)didactic conflict
D)intragroup conflict
E)intergroup conflict

Question 6

Thus,understanding functional and dysfunctional conflict requires not only that we identify the type of conflict; we also need to know

A)who it is occurring with.
B)where it occurs.
C)didactic conflict.
D)intragroup conflict.
E)intergroup conflict.

Question 7

A process that begins when one party perceives that another party has negatively affected,or is about to negatively affect,something that the first party cares about is called

A)politics.
B)consideration.
C)power.
D)conflict.
E)negotiation.

Question 8

Which type of conflict is aimed at a person rather than an issue?

A)relationship
B)task
C)process
D)dyadic
E)functional

Question 9

When working on a team,Angela is effective,even though she often expresses disagreement with the perspectives and judgments of her peers regarding various tasks that they are discussing.This is an example of

A)task conflict.
B)functional conflict.
C)relationship conflict.
D)destructive conflict.
E)process conflict.

Question 10

Raffi is a good worker,but in a group setting,he often resorts to personal attacks on other workers who disagree with his point of view on a given issue.This is an example of

A)functional conflict.
B)task conflict.
C)destructive conflict.
D)relationship conflict.
E)process conflict.

Question 11

Conflict is dysfunctional when it

A)provides a medium to release tension.
B)reduces group cohesiveness.
C)fosters an environment of self-evaluation and change.
D)enhances flexibility.
E)increases productivity.

Question 12

The loci of conflict are

A)dyadic,intergroup and intragroup conflict.
B)dyadic,intergroup and interpersonal conflict.
C)intragroup,intergroup and interpersonal conflict.
D)task,process and relationship conflict.
E)functional and dysfunctional conflict.

Question 13

In a large manufacturing company,the production and marketing departments are having conflict related to issues ranging from manufacturing and design to satisfying customer orders.Communication appears to be a major problem.The HR Director realizes the conflict is highly dysfunctional and is beginning to negatively impact customer service.However,some level of conflict is good in that it

A)allows employees to openly question and disagree with each other's ideas.
B)discourages expression of personal beliefs and opinions.
C)keeps employees quiet,removed and distant.
D)disrupts the relationships in the office so they don't waste time talking on the job.
E)causes people to disengage and leave the firm.

Question 14

The potential for a conflict to be functional increases when team members were

A)high in organizational citizenship behaviour.
B)high in Machiavellianism.
C)high in self-monitoring.
D)high in openness and emotional stability.
E)high in goal commitment.

Question 15

When it comes to conflict and productivity,research has strongly suggested

A)conflict should be avoided at all costs.
B)conflict costs almost double productivity input.
C)conflict can be functional and improve productivity.
D)people have an aversion to productivity.
E)conflict and counter-productivity are predictable.

Question 16

Conflict meets the criteria of constructive conflict when it

A)improves the quality of decisions.
B)encourages interest and curiosity of members.
C)increases tensions to stimulate creativity.
D)increases tensions to stimulate creativity and improves the quality of decisions.
E)improves the quality of decisions and encourages interest and curiosity of members.

Question 17

Terry is known to provoke arguments,and while some people don't like her for that reason,most would admit that her confrontational style improves the performance of the group.This is an example of

A)dysfunctional conflict.
B)destructive conflict.
C)functional conflict.
D)negotiation conflict.
E)forcing conflict.

Question 18

Which of the following is NOT a requirement of conflict?

A)must be perceived
B)overt acts
C)incompatibility
D)opposition
E)separation

Question 19

If no one is aware of conflict,it is generally agreed that

A)employee-employer relations will be good.
B)conflict is subversive.
C)no conflict exists.
D)conflict is inevitable.
E)management practices are highly effective.

Question 20

The demarcation between functional and dysfunctional conflict is

A)neither clear nor precise.
B)individual perception.
C)the effect on group performance.
D)measured on the conflict intensity scale.
E)determined by the group's leader.

Question 21

Knowing how conflict is ________ is important in determining ways to resolving it.

A)being suppressed by management
B)categorized by outcomes
C)defined by the conflict parties
D)perceived by those surrounding the conflict
E)impacting the values of the conflict parties

Question 22

To achieve reasonable solutions when time is short,the best conflict resolution strategy is

A)yielding.
B)compromising.
C)forcing.
D)avoiding.
E)problem solving.

Question 23

The production department at RLM Inc.is always in conflict with the sales department because the former accuses the latter of promising delivery dates to customers that are unrealistic.The source of conflict in this example is

A)communication.
B)personalities.
C)tasks.
D)structure.
E)management.

Question 24

Within the five identified conflict management strategies,'imposing one's will' is termed

A)forcing.
B)problem solving.
C)avoiding.
D)yielding.
E)compromising.

Question 25

Tom has found that when his project managers have to work in large teams,conflict seems to

A)increase.
B)decrease.
C)be goal-oriented.
D)be easier to resolve.
E)be avoided.

Question 26

Within the five identified conflict management strategies,balancing all concerns to reach a solution is termed

A)avoiding.
B)forcing.
C)yielding.
D)problem solving.
E)compromising.

Question 27

Within the five identified conflict management strategies,ignoring the issue is

A)forcing.
B)yielding.
C)compromising.
D)avoiding.
E)problem solving.

Question 28

Ambiguity about responsibilities and accountabilities describes which category of conflict sources?

A)affective
B)structural
C)cognitive
D)cultural
E)communication

Question 29

Candice is great at resolving conflict among her staff.Her usual approach is to try to reach an agreement that completely satisfies the aspirations of both people who are involved in the conflict.This is an example of

A)forcing.
B)avoiding.
C)compromising.
D)problem solving.
E)yielding.

Question 30

Which of the following is also a potential source of the conflict?

A)where group or department members are older
B)lower turnover that does not affect group performance
C)specific direction/definition of responsibility for actions
D)interdependence of groups
E)Structural conflict is not a possible issue.

Question 31

Will is very adept at resolving conflicts among his staff by playing down the difference in opinions at the same time as he emphasizes the common interests of both parties.This resolution technique is called

A)avoidance.
B)smoothing.
C)compromising.
D)problem solving.
E)developing subordinate goals.

Question 32

Within the five identified conflict management strategies,trying to reach mutually satisfactory results is termed

A)avoiding.
B)forcing.
C)yielding.
D)problem solving.
E)compromising.

Question 33

A consistent conflict among warehouse staff is the lack of resources.Warehouse staff believe other departments have newer technology to complete their work,so they grumble and complain to and compare themselves to the other departments.Because their manager knows it isn't true that other departments have better equipment,their manager could manage this conflict using a resolution technique called

A)authoritative command.
B)altering the human variable.
C)altering the structural variables.
D)expansion of resources.
E)avoidance.

Question 34

Forcing,as a conflict management strategy,uses ________ assertiveness and ________ cooperativeness.

A)high,low
B)low,high
C)high,high
D)low,low
E)moderate,moderate

Question 35

A reduction in efforts toward group goals is an example of

A)problem solving.
B)forcing.
C)avoiding.
D)yielding.
E)compromising.

Question 36

Within the five identified conflict management strategies,'accepting the will of the other party' is

A)forcing.
B)compromising.
C)yielding.
D)avoiding.
E)problem solving.

Question 37

Tanuj is popular among his co-workers because he tries to balance the needs of others with those of his own to reach solutions when a conflict arises.This conflict management strategy is known as

A)forcing.
B)compromising.
C)problem solving.
D)yielding.
E)avoiding.

Question 38

Since his work group has a lot of temperamental people in it,when a conflict arises among the group,Francois tends to deal with it by minimizing the importance of the issue and telling everyone to "just get back to work." This conflict management strategy is known as

A)yielding.
B)compromising.
C)avoiding.
D)problem solving.
E)forcing.

Question 39

Tina is known as a bit of a "softie" among her co-workers,because when someone challenges one of her ideas,she backs off,even when her idea is a very good one.This conflict management strategy is known as

A)yielding.
B)compromising.
C)avoiding.
D)problem solving.
E)forcing.

Question 40

Research found that when group members didn't have similar desires for power,there was more

A)relationship conflict.
B)task conflict.
C)intergroup conflict.
D)didactic conflict.
E)conflict over status.

Question 41

Which of the following conflict-handling methods is best at building trust and long-term relationships?

A)avoiding
B)accommodating
C)compromising
D)problem solving
E)competing

Question 42

Distributive bargaining involves

A)varying amounts of resources.
B)the long term.
C)the short term.
D)a limited amount of resources.
E)both parties as winners.

Question 43

Conrad is optimistic that the issues between the union and management will be resolved since there appears to be some overlap between their aspirations.This overlap is known as

A)a hope for a settlement.
B)a bargaining zone.
C)collective bargaining.
D)groupthink.
E)rubber stamping.

Question 44

Which type of negotiation seeks to divide a "fixed pie"?

A)distributive bargaining
B)integrative bargaining
C)unethical bargaining
D)resistance bargaining
E)cost-effective bargaining

Question 45

A process in which two or more parties exchange goods or services and attempt to agree upon the exchange rate for them is

A)negotiation.
B)conflict management.
C)economics.
D)supply side economics.
E)resource allocation.

Question 46

Labour-management negotiations over wages exemplifies

A)integrative bargaining.
B)cost-effective bargaining.
C)distributive bargaining.
D)third-party bargaining.
E)organizational bargaining.

Question 47

Which of the following is a tip for employees having a personality conflict?

A)Communicate indirectly with the other person to resolve the conflict.
B)Emphasize personalities as a way to resolve the conflict.
C)Do not take sides.
D)Avoid dragging co-workers into the conflict.
E)Take corrective action.

Question 48

Yielding,as a conflict management strategy,is ________ assertiveness and ________ cooperativeness.

A)high,low
B)low,high
C)high,high
D)low,low
E)moderate,moderate

Question 49

By using compromise,the parties are seeking what kind of solution?

A)win-win
B)win-lose
C)lose-lose
D)conflict avoidance
E)conflict escalation

Question 50

Why are individual attitudes toward conflict so important?

A)The individual is the smallest unit of measurement.
B)These attitudes define the set of possible settlements.
C)These attitudes do not change.
D)These attitudes define the structural elements in conflict.
E)These attitudes are variable and inconsequential.

Question 51

When it comes to personality conflicts in the workplace,research suggests managers can spend between ________ of their time managing them.

A)25%
B)6%
C)16%
D)20%
E)50%

Question 52

Using only assertive behaviour in a conflict would illustrate which of the following conflict-handling strategies?

A)forcing
B)avoiding
C)yielding
D)problem solving
E)compromising

Question 53

Integrative bargaining involves

A)limited resources.
B)the short term.
C)resistance to bargaining.
D)the long term.
E)winning at any cost.

Question 54

Which of the following characteristics would be inconsistent with an individual using a problem-solving style?

A)views conflict as natural and helpful
B)demonstrates trust and candidness with others
C)believes that each party must give up something to reach a satisfactory solution
D)views everyone as having an equal role in resolving the conflict
E)attempts to reach a satisfactory and acceptable conclusion

Question 55

What is negotiation?

A)win-lose situation
B)best alternative to a situation
C)resistance point
D)exchange process
E)creative conflict

Question 56

The dual concern theory identifies which of the following two primary dimensions of conflict-handling intentions?

A)awareness and assertiveness
B)reliability and awareness
C)cooperativeness and assertiveness
D)independence and interdependence
E)accommodation and collaboration

Question 57

"Splitting the difference" would be used by which of the following conflict management strategies?

A)avoiding
B)problem solving
C)yielding
D)compromising
E)forcing

Question 58

Research suggests that agreeable employees will react to conflict more

A)personally.
B)constructively.
C)positively.
D)negatively.
E)dysfunctionally.

Question 59

The bargaining strategy that operates under zero-sum conditions is called

A)win-win.
B)unethical.
C)integrative.
D)distributive.
E)win-lose.

Question 60

Leslie is of the opinion that conflict isn't always bad.His feeling is that it can assist in avoiding one of the biggest problems that groups face known as

A)negotiation.
B)groupthink.
C)arbitration.
D)mediation.
E)peer reviews.

Question 61

Recent research studies in gender differences in negotiating styles and effectiveness show that

A)there are differences,but no clear conclusions.
B)women are better negotiators.
C)women are less successful negotiators.
D)women are more confident in negotiations.
E)no differences exist.

Question 62

In third-party negotiations,a third party who provides an informal communication link between the negotiator and the opponent is known as a(n)

A)mediator.
B)arbitrator.
C)consultant.
D)conciliator.
E)liaison.

Question 63

Relationships change as a result of negotiation.If preserving the relationship opens you up to be taken advantage of,you should consider a more ________ style.

A)adaptive
B)passive
C)aggressive
D)compromising
E)problem solving

Question 64

Anxious negotiators tend to

A)exit the negotiation faster.
B)be unclear about their goals.
C)not listen.
D)respond to anger by withholding cooperation.
E)expect high outcomes.

Question 65

James' "claim to fame" is that,in any negotiation process that he is involved with,he has the ability to work towards a solution that can create a win-win situation for all participants.James is thus adept at

A)integrative bargaining.
B)collective bargaining.
C)distributive bargaining.
D)barter bargaining.
E)wholistic bargaining.

Question 66

In third-party negotiations,a third party with the authority to dictate an agreement is known as a(n)

A)mediator.
B)arbitrator.
C)conciliator.
D)consultant.
E)counselor.

Question 67

The negotiating strategy that emphasizes win-win solutions is called

A)positive negotiation.
B)integrative bargaining.
C)distributive bargaining.
D)equal bargaining.
E)all-solutions bargaining.

Question 68

Stephen's experience in labour-management relations is that one of the groups always seems to win at the expense of the other.This is known as

A)integrative bargaining.
B)groupthink.
C)the bargaining zone.
D)distributive bargaining.
E)collective bargaining.

Question 69

SCENARIO 9-1 Janet and Phillip are partners in a law firm.Their firm has grown considerably and they are unable to service all of their clients.They do not want to invite other attorneys to join them and must decide which clients to keep and which to send to other law firms.They have reached an impasse in their discussions regarding which clients they will keep and have decided to bring in outside help in their negotiations.
Refer to Scenario 9-1.Since their problems are moderate and not severely rooted in personalities or their law practice,Janet and Phillip have decided to bring in a neutral third party to facilitate a negotiated solution.This person is referred to as a(n)

A)mediator.
B)arbitrator.
C)conciliator.
D)consultant.
E)liaison.

Question 70

The first step in the negotiation process should be

A)defining ground rules.
B)clarification.
C)justification.
D)developing a strategy.
E)bargaining.

Question 71

Which of the following statements about cultural differences in negotiations is FALSE?

A)Chinese negotiators respond negatively to angry negotiators.
B)Chinese negotiators use anger as a negotiating tactic.
C)Chinese negotiators were less likely to use compromising.
D)It is easy to negotiate across cultures.
E)It is easy for high-context and lo-context cultures to negotiate.

Question 72

Which personality types are less effective at distributive bargaining?

A)extroverts
B)introverts
C)Machiavellians
D)risk-takers
E)Type A

Question 73

Which of the following statements is FALSE concerning gender differences in negotiations?

A)Women are neither worse nor better negotiators than men.
B)Women's attitudes toward negotiation and negotiating skills appear to be quite different from men's.
C)Low-power managers,regardless of gender,attempt to placate their opponents.
D)Women are always more cooperative and pleasant in negotiations than men.
E)Men are more likely to use dialogue to persuade others.

Question 74

Compared with men,women tend to negotiate with

A)more assertiveness,more self-interest and less accommodation.
B)less assertiveness,more self-interest and less accommodation.
C)less assertiveness,less self-interest and more accommodation.
D)less assertiveness,less self-interest and less accommodation.
E)more assertiveness,more self-interest and more accommodation.

Question 75

Which of the following would fall outside the general role of a mediator?

A)suggest
B)reason
C)persuade
D)facilitate
E)dictate

Question 76

SCENARIO 9-1 Janet and Phillip are partners in a law firm.Their firm has grown considerably and they are unable to service all of their clients.They do not want to invite other attorneys to join them and must decide which clients to keep and which to send to other law firms.They have reached an impasse in their discussions regarding which clients they will keep and have decided to bring in outside help in their negotiations.
Refer to Scenario 9-1.Since they have decided NOT to have a settlement imposed,they will not seek the services of a(n)

A)mediator.
B)arbitrator.
C)conciliator.
D)consultant.
E)counselor.

Question 77

According to research,which of the following might lead to larger gender differences in negotiation outcomes?

A)when negotiating on behalf of someone else
B)when predictability of negotiations was higher
C)when the range of negotiation settlements was well defined
D)when more experienced negotiators were at the table
E)when situations are more ambiguous

Question 78

The lowest value acceptable to you for a negotiated agreement is determined by your

A)best alternative to a negotiated agreement (BATNA).
B)margin of error.
C)bid price.
D)asking price.
E)negotiating stance.

Question 79

According to research,which of the following actions by negotiators led to receiving higher concessions?

A)showing anger
B)expressing disappointment
C)expressing excitement
D)demonstrating a power imbalance
E)negotiating openly

Question 80

In third-party negotiations,a neutral third party who facilitates a negotiated solution by using reasoning,persuasion,and suggestions is known as a(n)

A)mediator.
B)arbitrator.
C)conciliator.
D)consultant.
E)counselor.