Deck 10: Conflict and Negotiation

Question 1

Integrative negotiation is generally better than distributive negotiation.

Answer 1

True

Question 2

In a conflict, what a person says matters more than how she says it.

Answer 2

False

Question 3

Negotiators are not allowed to reject the proposed resolution of a conciliator.

Answer 3

False

Question 4

When resolving conflict, it is better to focus on interests than on positions.

Question 5

Either too much or too little conflict may result in low performance.

Question 6

Adjusting organisational design often reduces or eliminates structural conflict.

Question 7

Which of the following is NOT true of conflict?

A) It can be a creative force.
B) It can end with people feeling better about something.
C) It can impact company performance.
D) It is influenced by emotions.
E) It always entails at least some destruction.

Question 8

Task conflict in organisations occurs when people disagree about what needs to be done.

Question 9

Although expressing one's emotions can be beneficial in other conflicts, it is better to suppress one's emotions entirely during negotiation.

Question 10

Third-party conflict mediators usually come from inside the organisation.

Question 11

The competing conflict management style usually involves friendly interactions.

Question 12

Which of the following is NOT true of constructive conflict?

A) It can energise behaviour.
B) It works best when people focus on their emotions.
C) It can stimulate new ideas.
D) It can promote healthy competition.
E) It can result in higher-quality decisions.

Question 13

Resolving conflicts of interest often increases creativity.

Question 14

Conflict can arise between a company and parts of its environment, such as suppliers and regulators.

Question 15

When mediating a conflict, you should ask leading questions.

Question 16

Union-management relationships are a classic example of horizontal conflict.

Question 17

Even when two people disagree, conflict doesn't escalate unless one or both of the people experience emotions as a result of the disagreement.

Question 18

Superordinate goals can result in decreased levels of conflict.

Question 19

The results of arbitration are legally binding.

Question 20

Conflict is a common occurrence in organisations.

Question 21

In the third stage of Glasl's model of conflict escalation, ________, the idea that 'talking no longer helps' emerges and the conflict begins to get destructive.

A) hardening
B) loss of face
C) action over words
D) debate
E) images/coalitions

Question 22

In the first stage of Glasl's model of conflict escalation, ________, the disagreement is recognised, but both sides believe it can be resolved through discussion.

A) hardening
B) loss of face
C) action over words
D) debate
E) images/coalitions

Question 23

Conflicts of interest can occur over ________ issues, which include time, money and physical resources.

A) psychological
B) procedural
C) ethical
D) substantive
E) cultural

Question 24

________ conflict balances the interests of both parties to maximise mutual gains and the attainment of mutual goals.

A) Values
B) Information
C) Dysfunctional
D) Constructive
E) Structural

Question 25

In a dysfunctional conflict,

A) some but not all of the potential gains from the conflict are realised.
B) neither party typically withdraws from communicating.
C) negative feelings do not carry over after the conflict ends.
D) negative feelings tend not to become separated from the initial issue.
E) no one is satisfied with the outcome.

Question 26

________ conflict occurs due to perceived or actual incompatibilities in beliefs about what is right or wrong.

A) Values
B) Task
C) Process
D) Relationship
E) Information

Question 27

________ conflict is destructive conflict focused on emotions and differences between the two parties.

A) Values
B) Information
C) Dysfunctional
D) Constructive
E) Structural

Question 28

The management department plans to grow based on several agreed upon goals, but department members can't seem to agree on how goals will actually be achieved.The management department is experiencing

A) information conflict.
B) task conflict.
C) process conflict.
D) relationship conflict.
E) values conflict.

Question 29

________ conflict occurs as a result of process features of the organisation.

A) Values
B) Task
C) Structural
D) Relationship
E) Information

Question 30

A group of managers cannot agree on what the next month's sales goals ought to be.The group is experiencing

A) values conflict.
B) task conflict.
C) process conflict.
D) relationship conflict.
E) information conflict.

Question 31

________ conflict is a disagreement about how to accomplish something.

A) Values
B) Task
C) Process
D) Relationship
E) Information

Question 32

Conflicts of interest can occur over ________ issues, which involve the way the conflict will be handled.

A) psychological
B) procedural
C) ethical
D) substantive
E) cultural

Question 33

A regional hospital has only one portable X-ray machine.The emergency room staff claim to have the greatest need for the machine, but the surgeons in the operating room demand ready access to the machine.The conflict between these two groups is a result of

A) differing process goals.
B) resource constraints.
C) differing values.
D) excessive competitiveness.
E) interpersonal differences.

Question 34

Which of the following arises due to interpersonal issues?

A) Values conflict
B) Task conflict
C) Process conflict
D) Relationship conflict
E) Information conflict

Question 35

________ conflict occurs due to personality differences.

A) Values
B) Task
C) Process
D) Relationship
E) Information

Question 36

Conflicts of interest can occur over ________ issues, which involve perceptions of fairness, trust, or interest in participating.

A) psychological
B) procedural
C) ethical
D) substantive
E) cultural

Question 37

________ conflict occurs when people are uninformed, misinformed, interpret things differently, or disagree about what's relevant.

A) Values
B) Task
C) Process
D) Relationship
E) Information

Question 38

________ conflict is a disagreement about what the goals should be.

A) Values
B) Task
C) Process
D) Relationship
E) Information

Question 39

Which of the following is NOT true of negotiation?

A) It can involve more than two parties.
B) The parties involved have different preferences regarding an issue.
C) It is fairly consistent across cultures.
D) It is primarily about compromise.
E) The parties can be groups or individuals.

Question 40

In the second stage of Glasl's model of conflict escalation, ________, each side's opinion becomes polarised and emotions rise.

A) hardening
B) loss of face
C) action over words
D) debate
E) images/coalitions

Question 41

The avoiding strategy entails a _________ concern for your interests and a _________ concern for the interests of the other party.

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

Question 42

The fifth stage of Glasl's model of conflict escalation, ________, marks the beginning of open and direct aggression intended to cause public shame to the opponent.

A) hardening
B) loss of face
C) action over words
D) debate
E) images/coalitions

Question 43

Which conflict resolution strategy requires both sides to sacrifice something in order to end the conflict?

A) Compromising
B) Avoiding
C) Competing
D) Accommodating
E) Collaborating

Question 44

The compromising strategy entails a _________ concern for your interests and a _________ concern for the interests of the other party.

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

Question 45

Which conflict resolution strategy embodies an 'I win, you win' mindset?

A) Compromising
B) Avoiding
C) Competing
D) Accommodating
E) Collaborating

Question 46

In the seventh stage of Glasl's model of conflict escalation, ________, the opponent is no longer viewed as a person and slight personal damage is considered acceptable.

A) together into the abyss
B) threat as a strategy
C) fragmentation of the enemy
D) burn the unbelievers
E) limited attempts to overthrow

Question 47

In the ninth stage of Glasl's model of conflict escalation, ________, extermination of the opponent at the price of self-extermination is considered acceptable.

A) together into the abyss
B) threat as a strategy
C) fragmentation of the enemy
D) burn the unbelievers
E) limited attempts to overthrow

Question 48

Which conflict resolution strategy embodies an 'I win, you lose' mindset?

A) Compromising
B) Avoiding
C) Competing
D) Accommodating
E) Collaborating

Question 49

In the sixth stage of Glasl's model of conflict escalation, ________, ultimatums are made and conflict escalation accelerates.

A) together into the abyss
B) threat as a strategy
C) fragmentation of the enemy
D) burn the unbelievers
E) limited attempts to overthrow

Question 50

Which conflict resolution strategy entails pursuing one's interests without any regard for the other party's?

A) Compromising
B) Avoiding
C) Competing
D) Accommodating
E) Collaborating

Question 51

Which conflict resolution strategy reflects a desire to give both parties what they want?

A) Compromising
B) Avoiding
C) Competing
D) Accommodating
E) Collaborating

Question 52

Which conflict resolution strategy entails giving the other party what it wants?

A) Compromising
B) Avoiding
C) Competing
D) Accommodating
E) Collaborating

Question 53

Which conflict resolution strategy embodies an 'I lose, you win' mindset?

A) Compromising
B) Avoiding
C) Competing
D) Accommodating
E) Collaborating

Question 54

The accommodating strategy entails a _________ concern for your interests and a _________ concern for the interests of the other party.

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

Question 55

Which conflict resolution strategy embodies a 'we both win some and lose some' mindset?

A) Compromising
B) Avoiding
C) Competing
D) Accommodating
E) Collaborating

Question 56

In the eighth stage of Glasl's model of conflict escalation, ________, the goal becomes destruction and dissolution of the system.

A) together into the abyss
B) threat as a strategy
C) fragmentation of the enemy
D) burn the unbelievers
E) limited attempts to overthrow

Question 57

In the fourth stage of Glasl's model of conflict escalation, ________, negative rumours are spread and stereotypes are formed as each side prepares for a fight and conducts a search for supporters.

A) hardening
B) loss of face
C) action over words
D) debate
E) images/coalitions

Question 58

Which conflict resolution strategy embodies a 'nobody wins, nobody loses' mindset?

A) Compromising
B) Avoiding
C) Competing
D) Accommodating
E) Collaborating

Question 59

When a conflict begins to escalate, one of the best ways to prevent further escalation is to

A) use hostile body language to indicate that you're not willing to be pushed around.
B) instigate a shouting match, but only if you're pretty sure you will win.
C) intimidate the other party by acting more aggressively than they were expecting.
D) react equivalently to the other party and not overact.
E) rally other people to your side.

Question 60

Which conflict resolution strategy entails ignoring the conflict or denying that it exists?

A) Compromising
B) Avoiding
C) Competing
D) Accommodating
E) Collaborating

Question 61

Which of the following is the chief advantage of arbitration?

A) It doesn't require the use of a third party.
B) It usually leaves both parties satisfied.
C) It always ends with a settlement.
D) It's faster than mediation.
E) It's cheaper than mediation.

Question 62

Which conflict resolution behaviour entails writing down areas of agreement and disagreement to ensure common understanding and clear communication?

A) Documenting
B) Perspective taking
C) Smoothing
D) Reaching out
E) Focusing on interests rather than positions

Question 63

What is the term for someone who investigates complaints and mediates fair settlements between aggrieved parties?

A) Euphonium
B) Odium
C) Autobahn
D) Ottoman
E) Ombudsman

Question 64

Which of the following is NOT a recommended conflict resolution behaviour?

A) Expressing emotions
B) Meeting separately with the people in the conflict
C) Smoothing
D) Documenting
E) Reaching out

Question 65

Which conflict resolution behaviour reflects the fact that, by focusing on the outcome, the root cause of the conflict is more likely to be addressed?

A) Documenting
B) Perspective taking
C) Smoothing
D) Reaching out
E) Focusing on interests rather than positions

Question 66

Which conflict resolution behaviour entails playing down the differences between the two sides while emphasising common interests?

A) Documenting
B) Perspective taking
C) Smoothing
D) Reaching out
E) Focusing on interests rather than positions

Question 67

Which type of negotiation is a win-win in which the agreement involves no loss to either party?

A) Mediation
B) Conciliation
C) Distributive negotiation
D) Integrative negotiation
E) Arbitration

Question 68

Which conflict resolution behaviour entails contacting the other party, making the first move and trying to make amends?

A) Documenting
B) Perspective taking
C) Smoothing
D) Reaching out
E) Focusing on interests rather than positions

Question 69

When a third party is involved in a conflict and has the power to issue a binding settlement, the process is called

A) mediation.
B) conciliation.
C) distributive negotiation.
D) integrative negotiation.
E) arbitration.

Question 70

When a third party facilitates a discussion using persuasion and logic, suggests alternatives, establishes each side's priorities and suggests a non-binding settlement, the process is called

A) mediation.
B) conciliation.
C) distributive negotiation.
D) integrative negotiation.
E) arbitration.

Question 71

Which method is being used when multiple groups discuss issues separately and then discuss them together to better synthesise different viewpoints into a common framework?

A) The dialectical method
B) The diabolical method
C) The devil's advocate method
D) The Delphi method
E) The nominal group technique

Question 72

The further a conflict escalates, the ___________ it is to reverse.

A) more likely
B) more fun
C) easier
D) harder
E) None of these are correct.

Question 73

The collaborating strategy entails a _________ concern for your interests and a _________ concern for the interests of the other party.

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

Question 74

Which of the following is an effective conflict resolution behaviour?

A) Winning at all costs
B) Displaying anger
C) Avoiding the conflict
D) Demeaning the other party
E) None of these are correct.

Question 75

Effective project teams tend to have _______ levels of relationship conflict that ______ towards the end of the project.

A) high, increases
B) high, decreases
C) low, increases
D) low, decreases
E) moderate, fluctuates

Question 76

When a third party builds a positive relationship between two parties, improves their communication and facilitates their discussion, the process is called

A) mediation.
B) conciliation.
C) distributive negotiation.
D) integrative negotiation.
E) arbitration.

Question 77

The competing strategy entails a _________ concern for your interests and a _________ concern for the interests of the other party.

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

Question 78

Which of the following is the chief disadvantage of arbitration?

A) At least one party is likely to be unhappy with the outcome.
B) It's slower than mediation.
C) There is a chance that the process will not end in a settlement.
D) It's more expensive than mediation.
E) Most arbiters don't really know what they're doing.

Question 79

Which conflict resolution behaviour entails attempting to put yourself in the other person's position and understand that person's point of view?

A) Documenting
B) Perspective taking
C) Smoothing
D) Reaching out
E) Focusing on interests rather than positions

Question 80

Which type of negotiation occurs when any gain to one party is offset by an equivalent loss to the other?

A) Mediation
B) Conciliation
C) Distributive negotiation
D) Integrative negotiation
E) Arbitration