Deck 7: Interpersonal Skills and Conflict Management

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Question
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.
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Question
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.
Question
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
Question
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
Many people are afraid to ask questions because they do not know how to do so or they are afraid of looking stupid.
Question
When dealing with an angry person,you should never let them "dump" their anger on you because it encourages such behavior.
Question
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
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
According to research,students try to avoid about 12 percent of their conflicts.
Question
Middle-Eastern and Mediterranean cultures are considered conflict-avoidant cultures.
Question
Anger can take on two forms,implosive and explosive.
Question
The main goal of arbitration is that both parties are satisfied with the outcome.
Question
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
According to the textbook,how many levels of conflict are there?

A)one
B)three
C)five
D)seven
Question
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
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
When face-to-face apologies are not possible,then the next best method is e-mail.
Question
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
Conflict is always an unhealthy form of communication and should be avoided.
Question
Research shows that Americans apologize twice as often as the Japanese.
Question
Seeking forgiveness is the most important goal of any apology.
Question
Facework refers to verbal and nonverbal behaviors that one uses to maintain or defend one's own or the other's self-image.
Question
A passive-aggressive person attacks or embarrasses another in a manipulative way.
Question
Current research holds that all expressions of anger emerge from a single cause.
Question
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
Define holistic thinking and analytic thinking.Identify a culture that tends to exhibit each type.
Question
Explain the difference between arbitration,mediation,and litigation.Explain which you would recommend in a child-custody dispute and why.
Question
Justify which of the four causes of conflict you believe that college students experience most,and explain why.
Question
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
Which of the two tenets of fair fighting would be most beneficial for you personally to implement? Explain why.
Question
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
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
Take a recent conflict you have experienced and detail its progression through the seven levels of conflict.
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Deck 7: Interpersonal Skills and Conflict Management
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.
C
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.
B
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
A
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
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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."
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
21
Many people are afraid to ask questions because they do not know how to do so or they are afraid of looking stupid.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
22
When dealing with an angry person,you should never let them "dump" their anger on you because it encourages such behavior.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
25
According to research,students try to avoid about 12 percent of their conflicts.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
26
Middle-Eastern and Mediterranean cultures are considered conflict-avoidant cultures.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
27
Anger can take on two forms,implosive and explosive.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
28
The main goal of arbitration is that both parties are satisfied with the outcome.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
30
According to the textbook,how many levels of conflict are there?

A)one
B)three
C)five
D)seven
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
33
When face-to-face apologies are not possible,then the next best method is e-mail.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
35
Conflict is always an unhealthy form of communication and should be avoided.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
36
Research shows that Americans apologize twice as often as the Japanese.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
37
Seeking forgiveness is the most important goal of any apology.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
38
Facework refers to verbal and nonverbal behaviors that one uses to maintain or defend one's own or the other's self-image.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
39
A passive-aggressive person attacks or embarrasses another in a manipulative way.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
40
Current research holds that all expressions of anger emerge from a single cause.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
42
Define holistic thinking and analytic thinking.Identify a culture that tends to exhibit each type.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
43
Explain the difference between arbitration,mediation,and litigation.Explain which you would recommend in a child-custody dispute and why.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
44
Justify which of the four causes of conflict you believe that college students experience most,and explain why.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
46
Which of the two tenets of fair fighting would be most beneficial for you personally to implement? Explain why.
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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?
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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?
Unlock Deck
Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
49
Take a recent conflict you have experienced and detail its progression through the seven levels of conflict.
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Unlock for access to all 49 flashcards in this deck.
Unlock Deck
k this deck
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Unlock Deck
Unlock for access to all 49 flashcards in this deck.