Deck 9: Conflict Negotiation

Question 1

Making a deal look nonnegotiable is a lesson under the leverage of limited authority.

Answer 1

False

Question 2

One of the outcomes of a successful negotiation is that all parties believe they have made a good deal.

Answer 2

True

Question 3

Informational factors contribute to conflict when people have developed their point of view on the basis of different sets of facts.

Answer 3

True

Question 4

Competent managers know that the goal is not to eliminate conflict, but to manage it in a way that reduces its potential harm to engagement and performance.

Question 5

A mediator is typically necessary when a lack of trust between two parties makes negotiation ineffective.

Question 6

Using hypotheticals allows a manager in the generation of new solutions and opportunities.

Question 7

The highest levels of both relationship conflict and task conflict occur in low-performing teams during late project stages.

Question 8

A sheep's clothing negotiator appears to be reasonable while making impossible demands.

Question 9

Win-win negotiations are characterized by a focus on differences, rather than common interests.

Question 10

Role factors contribute to conflict when people have different images or interpretations of the same thing.

Question 11

Which is not a characteristic of win-win negotiation?

A)a focus on common interests rather than differences
B)mutual feelings of trust and respect
C)an exchange of information and ideas
D)a commitment to helping the other party meet their needs also
E)the creation of options for mutual gain

Question 12

In a recent meta-analysis, task conflict was associated with increased performance in decision-making teams.

Question 13

In a zero-sum game, when one person succeeds, another one fails.

Question 14

In a zero-sum game, employees are rewarded if they compete aggressively, but they are also told they should work together toward the department's overall outcome as a whole.

Question 15

Gaining an opportunity to consult with others is an advantage while employing the leverage of timing.

Question 16

When negotiating, an agreement worse than your BATNA should not be accepted.

Question 17

Silence is a common tactic used when a party does not like what his counterpart has said/offered.

Question 18

To help the parties involved trust the mediator, he/she must pick sides and support one party.

Question 19

As a negotiator, you would use a competitive approach to negotiating with parties who have an interest in maintaining good relationships.

Question 20

The mocker unnerves others by making nasty comments about their previous performance or other remarks to belittle the opponent.

Question 21

Which is not one of the things a mediator can do to help the parties communicate?

A)clarify statements with restatements
B)thank the first party for speaking; the other for listening quietly
C)reassure the parties that both will speak without interruption
D)focus the narration on the issues in the dispute
E)encourage both parties to reveal their BATNAs

Question 22

What are the two categories where mediation can be used?

A)exempt and nonexempt employees
B)private and public sectors
C)labor union and management
D)employer and employee
E)nonbusiness and business

Question 23

Which is not one of the things a mediator needs to do when clarifying the agreement?

A)Summarise the agreement terms
B)Make sure the terms of the agreement will be enforced
C)State each person's role in the agreement
D)Recheck that each party understands the agreement
E)Emphasize that the agreement is for the parties, not the mediator

Question 24

Which is not one of the things a mediator should do to help the parties negotiate?

A)determine each party's initial and real demands
B)check with each party on the workability of each alternative
C)in an impasse, suggest other alternatives
D)recap the amount of progress already made
E)encourage the parties to select the alternative that appears most workable

Question 25

Which is not one of the things a mediator should do to help instill trust?

A)Listen with an open mind and say little.
B)Be respectful and express only positive opinions of the parties involved.
C)Schedule meetings that are longer rather than shorter.
D)Emphasize a desire to help.
E)Assure parties that all conversations are held in strict confidence.

Question 26

Which of the following is not a step in the mediation process?

A)encourage compromise over conflict
B)stabilize the setting
C)clarify the agreements
D)help the parties negotiate
E)help the parties communicate

Question 27

Billy's department is in an uproar. His most senior workers, Greta and Libby, are at the point of refusing to be in the same room at the same time. Billy investigated the problem and found that Greta established new procedures based on a corporate memo written in October last year. Libby refused to follow the procedures because of the follow-up memo written two weeks later. When Billy showed Greta and Libby both documents, the conflict ended. What was the source of the conflict?

A)Personality factors
B)Environmental factors
C)Informational factors
D)Perceptual factors
E)Role factors

Question 28

Cooperative problem solving is another name for

A)procedural justice.
B)distributive justice.
C)win-win negotiations.
D)zero-sum games.
E)mixed-motive situations.

Question 29

Which is not one of the steps a mediator can use to stabilize the situation?

A)Confirm your neutrality.
B)Have the parties speak directly to each other.
C)Indicate where each of them is to sit.
D)Get the parties' commitment to proceed.
E)State the purpose of the mediation.

Question 30

Which of the following statements is true about task conflict?

A)It causes managers significant stress.
B)It is seen as the bad conflict in an organization.
C)It results in less constructive criticism.
D)It stimulates evidence-based discussions.
E)It is more beneficial for non-top management teams than for top management.

Question 31

The negotiation process begins with

A)understanding the needs of other parties.
B)negotiation preparation.
C)evaluation of processes employed.
D)employing process tactics.
E)listing and discussing the possible options.

Question 32

Which of the following statements is a negative effect of conflict?

A)People are forced to challenge their thinking and assumptions.
B)Conflict discourages people from voicing new ideas, thus reducing the chances of innovation.
C)Conflict brings problems into the open.
D)Quality of decisions made reduces.
E)Leaders tend to rely on authoritarian decisions.

Question 33

Paola, a corporate trainer, was sent to the Michigan plant as a last-minute replacement to train a batch of new employees on work behaviors. Paola's brother-in-law Ramon, a machinist in the Michigan plant, happened to be part of the batch Paola was to train. On the first day of class, before she could realize, Ramon was hugging her in front of the whole class. Paola could not help but frown and said, "Either settle down or leave. I have to teach these people proper work behaviors! I'll talk to you during the break." What factor caused this conflict?

A)Personality
B)Perceptual
C)Environmental
D)Role
E)Informational

Question 34

Which of the following statements is true about relationship conflict?

A)It threatens productivity and interferes with the effort people put in a task.
B)It occurs over ideas and issues.
C)It is seen as the good conflict in an organization.
D)It hikes personal power for many individuals.
E)It engenders a healthy level of constructive criticism.

Question 35

________ factors exert their influence and give rise to conflicts when people have different images or interpretations of the same thing.

A)Informational
B)Perceptual
C)Environmental
D)Role
E)Personal

Question 36

In organizations, the two kinds of conflicts that generally occur are

A)time and money.
B)resource and relationship.
C)task and relationship.
D)task and idea.
E)idea and issue.

Question 37

The mediation cases that get the most attention are

A)insurance claims.
B)consumer and merchant disputes.
C)disputes between landlords and their tenants.
D)collective bargaining between unions and management.
E)contract disagreements.

Question 38

Which of the following statements is a positive effect of conflict?

A)People are motivated to understand others' positions and ideas.
B)Conflict removes negative emotions and stress.
C)Conflict increases communication between participants and improves work coordination.
D)Leaders are motivated toward participative leadership.
E)Workgroup divisions reduce significantly.

Question 39

Which is not one of the characteristics of win-win negotiation?

A)a focus on common interests
B)a fair exchange of good faith bargaining
C)the creation of options for mutual gain
D)an exchange of information and ideas
E)an attempt to address needs and interests

Question 40

Which of the following is an example of conflict caused by environmental factors?

A)Conflicts caused when people have developed their point of views on the basis of a different set of facts.
B)Conflicts stemming from incomparable personal values of employees.
C)Conflicts over trivial problems when work procedures in a company are changed with little notice to the employees.
D)Conflicts that occur when division managers believe they have to fight for their work unit in budget allocation meetings.
E)Conflicts caused when people have different images or interpretations of the same data.

Question 41

The CEO of which company was famous for using an aggressive negotiating tactic known as "take it or leave it" bargaining?

A)General Motors
B)General Electric
C)Ford
D)Alcoa
E)Federal Express

Question 42

Which process tactic in negotiations involves raising relatively minor issues to distract the other side from the more important issues at hand?

A)what you see is what you get
B)outrageous behavior
C)bait and switch
D)the red herring
E)the trial balloon

Question 43

Which negotiation process tactic represents any socially unacceptable conduct intended to make the other side make a move?

A)outrageous behavior
B)bait and switch
C)red herring
D)the trial balloon
E)the good guy/bad guy routine

Question 44

Which is not one of the things effective negotiators do doing the negotiation process?

A)often update the status and gains made
B)change topics more often
C)pose more questions
D)take a cooperative rather than competitive stance
E)offer more intermediate counterproposals

Question 45

Beware of relying too much on bluffing during negotiations, because it can create a ________ effect.

A)stalemate
B)blowback
C)Barnum
D)win-lose
E)lose-lose

Question 46

Although a common tactic in negotiations, ________ can strain relationships.

A)using an unrealistic BATNA
B)using the bait and switch
C)bluffing
D)stalling
E)dishonesty

Question 47

During negotiations, if you find yourself on the receiving end of the ________ process tactic, you should simply ignore it.

A)what you see is what you get
B)outrageous behavior
C)bait and switch
D)red herring
E)trial balloon

Question 48

Which is not a question you should ask when diagnosing the conflict source?

A)Do the disputants have access to the same information?
B)Do the disputants perceive common information differently?
C)Do the disputants each have approximately the same to lose?
D)To what environmental stressors might the disputants be reacting?
E)In what way do personal differences play a role in the dispute?

Question 49

Which process tactic in negotiations involves asking a question designed to assess the other party's position without giving away your plans?

A)what you see is what you get
B)outrageous behavior
C)bait and switch
D)the red herring
E)the trial balloon

Question 50

Explain the differences between task and relationship conflicts.

Question 51

Which is not one of the major steps in the process of negotiation?

A)provide feedback
B)prepare
C)understand needs
D)list and discuss options
E)evaluate

Question 52

In negotiations, we can ironically benefit by having our

A)authority limited.
B)BATNA updated.
C)silence broken with words.
D)final offer on the table first.
E)initial and real demands mirror each other.

Question 53

An agreement worse than your ________ should not be accepted.

A)real offer
B)initial offer
C)BATNA
D)equilibrium point
E)break-even point

Question 54

Which is not likely to happen if you don't ask for a negotiated agreement in writing?

A)Your constituents may not be satisfied with a verbal agreement.
B)One or more parties may back out of the agreement.
C)The other party can later disagree about the agreement.
D)The agreement could be vacated by a judge.
E)The resources you are investing in are at greater risk.

Question 55

To help parties involved trust a mediator, the mediator should

A)dominate the conversation.
B)stay neutral and not pick sides.
C)schedule considerably long meetings.
D)maintain a low reputation on task.
E)follow the parties' words and actions.

Question 56

Which is not a type of conflict style?

A)integrating
B)ingratiating
C)obliging
D)dominating
E)avoiding

Question 57

Which is not a process tactic used in negotiations?

A)outrageous behavior
B)what you see is what you get
C)bait and switch
D)red herring
E)the trial balloon

Question 58

If you chose a ________ strategy to negotiate, you must accept the possibility of losing.

A)accommodating
B)aggressive
C)passive
D)competitive
E)cooperative

Question 59

Which is not a type of difficult negotiator?

A)aggressive opener
B)long pauser
C)sheep's clothing
D)interrupter
E)mocker

Question 60

Which type of difficult negotiator appears to be reasonable while making impossible demands?

A)divide-and-conqueror
B)interrogator
C)aggressive opener
D)mocker
E)sheep's clothing

Question 61

As a manager, how would you reach to the bait-and-switch tactic?

Question 62

Which are the two important lessons to learn about the leverage of legitimacy?

Question 63

Define the five factors that come into play and give rise to conflicts in an organization.

Question 64

Explain how helping the parties negotiate is part of the mediation process.

Question 65

List the benefits of using the leverage of timing.

Question 66

Explain when to negotiate, and when not to.

Question 67

Identify and define four different types of difficult negotiators. For each, what would be the best strategy to deal with them?

Question 68

What are the effects of conflict on teams? Be sure to address both task and relationship conflict, and whether the team project is in the early, middle, or late stage.

Question 69

Managers who ignore or fail to manage conflict are likely to incur the disadvantages of conflict without enjoying any of the advantages. Argue against this statement.

Question 70

List and discuss the five types of conflict handling styles. When is each appropriate? When not?

Question 71

List down three positive and three negative effects of conflict in an organization.

Question 72

How is an effective negotiation characterized?

Question 73

As a mediator, what guidelines will you follow to help the parties involved trust you?

Question 74

List the characteristics of a win-win negotiation.