Deck 11: Managing Conflict

Question 1

Two people having disagreements because of a personality clash is which type of conflict?

A)relational
B)procedural
C)substantive
D)goal

Answer 1

A

Question 2

What are the two types of conflict that occur regarding group goals?

A)communication and conflict resolution
B)cohesion and unity
C)procedural and substantive
D)subjective and objective

Answer 2

C

Question 3

Which is NOT an example of conflicts related to issues of esteem?

A)an assistant having issues with an administrator because the administrator neglects the specific contributions to the organization the assistant adds
B)older employees becoming upset when new coworkers do not give them respect of their wisdom from years of experience
C)younger employees failing to get recognition for their innovative solutions to recurring problems
D)a daughter being upset with her parents because they will not help pay for her tuition despite having enough in their savings account to do so

Answer 3

D

Question 4

Erica,a student,makes sure to pay off her credit card bills,is proactive about making her class schedule each semester,and has many friends that share individual interests with her.All of this helps minimize which issue of relational conflict?

A)esteem
B)control
C)affiliation
D)equity

Question 5

Successful leaders are able to ask themselves,"How can we ______ conflict and produce ______ change?"

A)avoid; minimal
B)control; minimal
C)learn from; notable
D)manage; positive

Question 6

Joining a fraternity or sorority is one example of how to receive which issue of relational conflict?

A)esteem
B)control
C)affiliation
D)equity

Question 7

Which of the following best exemplifies a conflict of values and beliefs?

A)small business owners angry over large retail stores moving into their mall
B)Cubs and Cardinals fans fighting in the parking lot after a baseball game
C)doctors disagreeing on the diagnosis of a patient
D)ISIS waging war with the Western world

Question 8

In order to ensure a minimal amount of relational conflict,how should Greg treat his coworkers?

A)arrive earlier than them
B)treat and talk to them all the same
C)discuss overall goals of the organization at a staff meeting
D)learn each of their parent's names

Question 9

When managing conflict,what is inherently increased due to channels of communication remaining open with others?

A)understanding
B)control
C)esteem
D)affiliation

Question 10

Moral struggles are an example of which type of conflict?

A)intrapersonal
B)societal
C)interpersonal
D)physical

Question 11

What is the difference between values and beliefs?

A)Values have to do with religion and beliefs do not.
B)There is no difference.They are literally the same thing.
C)Beliefs can be ranked and values cannot.
D)Beliefs are concepts we hold to be true and values are ideas that are important to us.

Question 12

Content conflicts involve struggles between individuals who differ on issues such as what?

A)policies
B)procedures
C)rules
D)all of these

Question 13

Which would be an example of a substantive conflict?

A)two students debating which order to present their information to the class
B)the president of Canada legalizing an open border policy
C)Middle East countries arguing over the use of Sharia Law
D)a married couple deciding on which route to take for their road trip

Question 14

Kevin and Matt are conducting study abroad interviews for students but disagree on how to long to interview,which questions to ask,and in what order to ask questions.Which type of conflict are they experiencing?

A)different values and beliefs
B)procedural conflict
C)substantive conflict
D)relationship conflict

Question 15

Conflict between the top 1% of the wealthiest and blue-collar workers would be an example of what type of conflict?

A)intrapersonal
B)interpersonal
C)societal
D)physical

Question 16

A manager says to a subordinate,"Please wear your name tag when you're on the clock." Analyzing which dimension of communication can yield different interpretations?

A)feelings dimension
B)content dimension
C)relationship dimension
D)differences dimension

Question 17

Which issue,referring to relational conflict,involves wanting to feel equal or worthy of the respect of others?

A)esteem
B)control
C)affiliation
D)equity

Question 18

Relying on others is an example of which characteristic of conflict?

A)struggle
B)interdependence
C)feelings
D)differences

Question 19

Relational conflicts are usually related to differences in ______.

A)esteem
B)control
C)affiliation
D)all of these

Question 20

Wendy uses a different,condescending tone to talk to certain employees.What is the most likely type of conflict she has with them?

A)substantive
B)procedural
C)values
D)relational

Question 21

When does the fractionation technique usually occur in the conflict resolution process?

A)early
B)in the middle
C)late
D)after the end as an assessment tool

Question 22

Which is NOT a style of approaching conflict?

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

Question 23

What is face saving?

A)attempts to establish or maintain one's self image in response to threat
B)breaking down large, complex issues into smaller, more manageable issues
C)physically showing up to undesired meetings of co-workers to show support of others
D)taking on the blame of a group onto a single individual

Question 24

What would be the most useful perspective to look at to help focus on interests,not positions in a principled negotiation?

A)Maslow's Hierarchy of Needs
B)Theory X and Theory Y
C)Piaget's theory of cognitive development
D)John Locke's theory of value and property

Question 25

After discussion,a professor decides to allow students to have their highest test grade count twice instead of having to take a final.Which principle of negotiation is on display?

A)separate the people from the problem
B)focus on interests, not positions
C)invent options for mutual gains
D)insist on using objective criteria

Question 26

Which conflict approaching style involves pursuing one's own goals while disregarding helping others?

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

Question 27

At its core,why should separating people from the problem help manage conflict?

A)People are not capable of looking at problems without relating them to past experiences.
B)People and problems do not need to be separated because that is unrealistic and will only lead to additional problems.
C)Doing so allows people to work together to overcome objective relationships and focus on the problem.
D)Doing so allows people to work together to overcome subjective relationships and focus on the problem.

Question 28

What is differentiation?

A)using objective criteria to efficiently facilitate conflicts in a timely manner
B)a process that helps participants define the nature of the conflict and clarify their positions with regard to each other
C)the technique of breaking down large conflicts into smaller, more manageable pieces
D)communicative attempt to establish or maintain one's self-image in response to a threat

Question 29

Which shows a disadvantage of avoidance?

A)It leads to "short fuse" emotions in a person.
B)It does not provide time to rationalize issues and gather thoughts.
C)It is the most difficult conflict style to achieve.
D)Avoidance offers very few disadvantages.

Question 30

William and Henry decide to breakdown their contract disputes from 3 major issues to 9 more manageable,smaller issues.This is an example of which conflict resolution technique?

A)principled negotiation
B)differentiation
C)fractionation
D)face-Saving

Question 31

Which method for negotiation emphasizes deciding issues on their merits instead of haggling?

A)bartering
B)principled negotiation
C)differentiation
D)fractionation

Question 32

What refers to the relevant needs and values of the people involved in a conflict?

A)positions
B)interests
C)beliefs
D)options

Question 33

Adam is working on a project for his supervisor with an approaching deadline when a colleague requests his help with a trivial project due in a month.Which conflict approaching style should be embraced in this example?

A)differentiation
B)competition
C)accommodation
D)avoidance

Question 34

Michael is facilitating an office issue between Angela and Oscar.Michael strives to find the option that is a win-win for everyone involved.Which principle of negotiation is Michael focusing on?

A)separate the people from the problem
B)focus on interests, not positions
C)invent options for mutual gains
D)insist on using objective criteria

Question 35

How does fractionation facilitate a better working relationship between participants?

A)It speeds up the process thus creating happiness for the participants by having more free time to spend on their interests.
B)It simplifies and specifies the issues at hand.
C)It allows all participants to spread their blame onto others and maintain a positive image.
D)It uses objective criteria making it easier to decide on a clear winner.

Question 36

Why do Fisher and Ury insist on using objective criteria?

A)Objective criteria is not needed; subjective criteria should be used instead.
B)Using objective criteria is more efficient and will save both parties time.
C)The goal in a negotiation is to reach a solution based on principle and not on pressure.
D)It provides a fair playing field for each member involved in the conflict.

Question 37

What is a patterned response or behavior that people use when approaching conflict?

A)conflict resolution
B)conflict definition
C)conflict style
D)conflict interpretation

Question 38

What is the second principle of principled negotiation?

A)invent options for mutual gains
B)insist on using objective criteria
C)focus on interests, not positions
D)separate the people from the problem

Question 39

Which of the following is an example of differentiation?

A)John and Nora each take time to learn each other's history of haggling before negotiating a contract.
B)Rebecca and Eduardo break down their issues of a contract from 3 major points into 10 smaller, minor points.
C)Sally and Phillip tell each other they make good points but still feel differently regarding which is the best Batman movie.
D)Group members working on a project discuss why they are having conflict issues because of outside priorities.

Question 40

Which of the following is the best example of separating the people from the problem?

A)A couple decides to text each other about their relationship problems instead of calling each other.
B)A father and son flip a coin to see which one of them gets to keep a foul ball as a souvenir from a baseball game.
C)A student and teacher focus on the question wording during a test review instead of how the material was presented.
D)A supervisor and subordinate discuss their relationship history when talking about a potential raise in the subordinate's pay.

Question 41

Collaboration is the most preferred style of conflict.

Question 42

Only one style of practical communication can be used at once to resolve conflicts.

Question 43

Conflict on the content level involves differences in all of the following except ______.

A)relationships
B)values
C)beliefs
D)goal orientation

Question 44

Which style of approaching conflict results in a win-win?

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

Question 45

Annie and Eddie are debating which highway to take to get to their destination quickest.This is an example of a substantive conflict.

Question 46

Which is the second best style of approaching conflict?

A)competition
B)collaboration
C)accommodation
D)compromise

Question 47

Face saving only involves verbal communication.

Question 48

Esther and Holly have a disagreement over which company to present their business idea to.They decide to disregard heir different stances on environmental issues and focus solely on which business will provide them with the most resources in the short-term.This is an example of focusing on interests,not positions.

Question 49

Taylor puts Harry's needs before hers when they are producing the employee schedule for their retail store.Taylor does not receive any benefit from doing so.Which type of conflict approaching style is displayed by Taylor?

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

Question 50

In groups and organizations,conflict is inevitable.

Question 51

Avoidance is a managing style that is usually productive,leading to less stress.

Question 52

Compromise occurs halfway between which two styles of approaching conflict?

A)competition and accommodation
B)competition and collaboration
C)accommodation and collaboration
D)avoidance and collaboration

Question 53

Elizabeth and Kumar were having a conflict regarding their weekend plans and decided to settle it by playing a game of chess.The winner of the game got to take point on the weekend plans.This is an example of which conflict approaching style?

A)accommodation
B)competition
C)collaboration
D)compromise

Question 54

There are four principles used in principled negotiations.

Question 55

Which two conflict approaching styles are opposites in regard to tending to each individual's needs?

A)avoidance and compromise
B)collaboration and competition
C)accommodation and competition
D)accommodation and collaboration

Question 56

Collaboration requires which two principles in order to be successful?

A)confidence and assertiveness
B)timidity and support
C)decisiveness and teamwork
D)empathy and efficiency

Question 57

Whose needs are closely attended in accommodation styles of approaching conflict?

A)self
B)others
C)the group as a whole
D)self and others

Question 58

According to communication theorists,relational issues are inextricably bound to content issues.

Question 59

Kilmann-Thomas styles of approaching conflict are differentiation,fractionation,and face saving.

Question 60

Why is collaboration the most difficult conflict approaching style to achieve?

A)It requires all individuals involved to have the same values.
B)It needs shared control and deep effort to be successful.
C)It only is successful if all criteria with the conflict are looked at objectively.
D)It is not the most difficult; compromise is.

Question 61

Briefly define the three practical communication approaches to conflict resolution.

Question 62

Emma and Jorge are partners owning a Laundromat business.They are looking to expand soon but disagree on how to pay for the expansion.Emma believes they should wait to earn enough to pay for the expansion entirely while Jorge thinks they should take out a loan for the full amount today.Provide an example of how they could negotiate to invent options for mutual gains.

Question 63

Kaitlyn and Thomas are in charge of giving a day-long presentation to possible investors for their new apple juice product.They have disagreements about the order of the presentation as well as which points of it are important to keep and which can be omitted.Classify and differentiate the two different types of conflict regard goals they are experiencing.

Question 64

Louise and Tyrone are facing problems making personnel decisions at the restaurant they run because they are both brining in their professional relationship issues to the argument.Classify which are the two most relevant principles of negotiation to use here and why.

Question 65

What is fractionation? Indicate when it should be used.

Question 66

What are the advantages and disadvantages of a competition conflict style?

Question 67

Analyze the difference and similarities between accommodation and collaboration conflict styles.

Question 68

Identify and elaborate on three of the four elements of interpersonal conflict.

Question 69

Identify and compare the three issues of relational conflict.

Question 70

Discuss the differences between content dimension and the relationship dimension of communication.