Question 1

Kerri Anne has been brought in to resolve the stalemate between the union and management regarding the issues of wage increases.She has indicated that if the two parties cannot resolve this issue themselves, she will have to impose a decision herself.Kerri Anne is known as a(n)

Accepted Answer

Kerri Anne's role of imposing a decision if the parties cannot come to an agreement indicates that she is an arbitrator. A facilitator helps the parties negotiate and come to a mutually agreed-upon decision, an ombudsperson investigates and resolves disputes, a mediator facilitates communication between the parties to help them come to a mutually agreed-upon decision, and a conciliator supports the parties in reaching a voluntary agreement but has no power to impose a decision.

Question 2

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

Accepted Answer

Ignoring the issue is referred to as avoiding, which is one of the five conflict management strategies. This may work in situations where the issue is minor or not worth addressing, but it is not an effective strategy for resolving significant conflicts.

Question 3

Timmy is very popular among his coworkers because he tries to balance the needs of others with those of his own to reach solutions when a conflict arises between them.This conflict management strategy is known as

Accepted Answer

Compromising involves finding a middle ground where both parties give up something to reach a mutually acceptable solution, which aligns with Timmy's approach of balancing the needs of others with his own.

Question 4

To achieve expedient solutions under time pressure, the best conflict resolution strategy is

Accepted Answer

The answer of To achieve expedient solutions under time pressure,...

Question 5

A consistent conflict among members of John's staff is the lack of resources; John's staff believe other departments have more and newer technology to complete their work, so they grumble and complain to and about each others use of technology and compare themselves to the other departments.Because he knows it isn't true that other departments have newer and better equipment, John could manage this conflict effectively by

Accepted Answer

The answer of A consistent conflict among members of John's...

Question 6

Most Americans expect conflict to be dealt with directly and openly; most Mexicans expect conflict to be dealt with

Accepted Answer

Mexican culture tends to value indirect communication and avoiding direct confrontation or conflict. Therefore, most Mexicans expect conflict to be dealt with in private rather than in a public or direct manner.

Question 7

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

Accepted Answer

The answer of Within the five identified conflict management strategies,...

Question 8

Will is very adept at resolving conflicts among his staff by playing down the differences with respect to a given issue while emphasizing the common interests of both parties.This conflict management strategy is called

Accepted Answer

Will's conflict management strategy is called smoothing, which involves downplaying the differences and emphasizing the commonalities to avoid escalating the conflict.

Question 9

Ismal is a well-respected employee from another department who has been brought in to try to resolve a conflict between two employees in another department.His advice to them is to attempt to resolve their main issue first, and he has provided them with some new information that expands their understanding of the issue.Ismal's role is that of a

Accepted Answer

Ismal is acting as a mediator, which involves facilitating communication and negotiation between parties to help them reach a resolution on their own. Ismal is not imposing a decision on the parties, which would be the role of an arbitrator, nor is he working to find a middle ground, which would be the role of a compromiser. A negotiator would represent one of the parties and work to reach a favorable outcome for that party, which Ismal is not doing. Finally, an enforcer would be responsible for enforcing existing policies or agreements, which is not the situation with Ismal.

Question 10

Forcing, as a conflict management strategy, usually creates which of the following solutions

Accepted Answer

Forcing, as a conflict management strategy, is typically characterized by one party using their power to achieve their desired outcome without regard for the other party's needs or concerns. This usually results in a win-lose situation where one party gets what they want, and the other party loses. Therefore, the best choice is A) Win-lose.

Question 11

Rawana is very skilled at bringing conflicting parties to a negotiated solution by suggesting alternatives and by using reasoning and persuasion.Rawana is known as a(n)

Accepted Answer

Rawana's skills in suggesting alternatives and using reasoning and persuasion point to her being a mediator, someone who facilitates communication and negotiation between conflicting parties. Arbitrators make binding decisions, facilitators guide the process without offering solutions, ombudspersons address complaints and advocate for fairness, and peer review involves evaluation by colleagues.

Question 12

Making positional commitments in a conflict would illustrate which of the following conflict-handling strategies

Accepted Answer

Making positional commitments in a conflict would illustrate the forcing conflict-handling strategy. This strategy involves using power or coercion to get what one wants, without regard for the other party's needs or interests.

Question 13

Candice is great at resolving conflict among her staff members.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

Accepted Answer

Candice's approach involves problem solving, which is a collaborative method of conflict resolution where the parties work together to find a mutually satisfying solution. This method is different from forcing, avoiding, compromising, and yielding as it aims to address the root cause of the conflict and create a win-win outcome.

Question 14

Fred has been brought in to resolve the negotiation impasse between the union and management.He is very good at encouraging open communication, and is also very good at fact-finding and interpreting messages of the participants.Fred is known as a(n)

Accepted Answer

The answer of Fred has been brought in to resolve...

Question 15

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 that caused the conflict and telling everyone to "just get back to work".This conflict management strategy is known as

Accepted Answer

Francois is using the avoiding conflict management strategy by dismissing the issue and telling everyone to continue working, which does not address the root cause of the conflict.

Question 16

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

Accepted Answer

Trying to reach mutually satisfactory results is the key objective of problem solving, where both parties work together to find a solution that meets everyone's needs. Avoiding, forcing, yielding, and compromising do not necessarily prioritize mutual satisfaction.

Question 17

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

Accepted Answer

The dual concern theory identifies two primary dimensions of conflict-handling intentions- cooperativeness and assertiveness. Cooperativeness refers to the degree to which one party attempts to satisfy the other party's concerns, whereas assertiveness refers to the degree to which one party attempts to satisfy his or her own concerns. Option A (awareness and assertiveness), B (reliability and awareness), D (independence and interdependence), and E (accommodation and collaboration) are not dimensions identified by the theory.

Question 18

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

Accepted Answer

Tina's conflict management strategy of backing off when someone challenges her ideas is known as yielding. Yielding involves giving up one's own position in a conflict, often to maintain harmony or to avoid escalating the conflict. In this case, Tina is yielding to the other person's idea, even though her own idea may be better.

Question 19

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

Accepted Answer

Imposing one's will is commonly referred to as forcing, which is a competitive and uncooperative conflict management strategy. It involves using one's power or authority to push for a solution without regards for the other party's interests or concerns. This strategy can be effective in situations where quick decisions need to be made or when dealing with difficult people, but it can also damage relationships and create resentment.

Question 20

Yielding, as a conflict management strategy, usually creates which of the following solutions

Accepted Answer

Yielding involves one party giving in to the other's demands, resulting in a win-lose situation where one party wins and the other loses.

Quiz 9: Conflict and Negotiation