Question 1

You feel vindicated, but others may feel defeated and possibly humiliated. The approach you probably used to resolve the conflict is forcing.

Accepted Answer

The use of the word "forcing" suggests that the approach used to resolve the conflict may have been aggressive or confrontational, which could lead others to feel defeated or humiliated. Feeling vindicated, on the other hand, suggests a sense of justification or validation, which is consistent with a forcing approach.

Question 2

Recent research indicates that gender differences are only moderately correlated with conflict management style preferences.

Accepted Answer

Recent research has shown that gender differences may have some influence on conflict management style preferences, but the correlation is only moderate. This means that there are other factors that may have a more significant impact on an individual's conflict management style, such as personality, culture, and personal experiences.

Question 3

If time is a moderately significant factor, the relationship with other individual(s) is not critical, and the issue is extremely important to you, you are most likely to use the accommodating approach to handling conflict.

Accepted Answer

The accommodating approach prioritizes the relationship with the other individual(s) and is used when the issue at hand is not extremely important. Therefore, the statement is false.

Question 4

As the responder, you should not agree with the complaint if you can't find anything of substance with which to agree.

Accepted Answer

It's often helpful to acknowledge the person's feelings or the fact they have a concern, even if you can't agree with the specific complaint. This can help in maintaining a positive dialogue and showing empathy.

Question 5

In selecting a format to mediate a conflict, the mediator must assess the position of the disputants (are they both aware a problem exists?
), the nature of the relationship, and the nature of the problem.

Accepted Answer

The mediator must assess the position of the disputants, the nature of the relationship, and the nature of the problem to select a format to mediate a conflict.

Question 6

Issue-focused conflicts are likely to take the form of negotiations, which can be viewed as an interpersonal decision-making process by which two or more people agree how to allocate scarce resources.

Accepted Answer

Issue-focused conflicts involve negotiating the allocation of resources, which is a form of interpersonal decision-making.

Question 7

Marla's co-worker, Peter, has failed to meet a deadline of providing her with information for a presentation. Marla's first step in discussing this problem with Peter should be to encourage a two-way discussion.

Accepted Answer

The answer of Marla's co-worker, Peter, has failed to meet...

Question 8

Diversity in the workplace could result in interpersonal conflict based on role incompatibility.

Accepted Answer

The answer of Diversity in the workplace could result in...

Question 9

In managing conflict, a manager must be able to understand how cultural differences and other diversity issues may affect the situation.

Accepted Answer

Cultural differences and other diversity issues may lead to differences in communication styles, values, and beliefs which can escalate conflicts. A manager who understands these differences and is able to navigate them effectively can better manage conflict situations.

Question 10

You have been told that each department's budget is to be cut by 6 percent for the next fiscal quarter. Top management stated this was the fairest approach, given declining sales. Top management is using a compromising approach to resolve potential conflicts.

Accepted Answer

The statement indicates that top management is trying to find a solution that is acceptable to all parties involved, which is a characteristic of the compromising approach.

Question 11

The relevant situational factors to be used in selecting the most appropriate conflict management approach include the importance of the issue and the relationship, the relative power of the parties, and time constraints.

Accepted Answer

These are indeed relevant situational factors to consider when selecting a conflict management approach. The importance of the issue and the relationship between the parties may influence the level of assertiveness or cooperativeness required. The relative power of the parties can influence the likelihood of a successful resolution through certain approaches, such as collaboration or confrontation. Time constraints can also be a factor in determining whether certain approaches are feasible or not.

Question 12

The goal of the mediator is to assess who is responsible.

Accepted Answer

The goal of the mediator is not to assess who is responsible but to facilitate communication and reach a mutually acceptable solution among the parties involved in a dispute.

Question 13

As the new manager of purchasing, your goal is to keep the peace, instill harmony, and make sure no one creates any waves. The type of conflict response you are most likely to use is avoidance.

Accepted Answer

Avoidance is not an effective conflict response in a managerial role as important issues may be left unresolved, which can lead to bigger problems in the future. A good manager should encourage communication, listen to concerns, and work towards finding solutions that benefit everyone involved.

Question 14

Reorganization of the manufacturing operations in a pet food company resulted in the addition of a new third shift and a reallocation of responsibilities among the managers. Conflict ensued based on the uncertainty of who was going to have to work the third shift. The most likely source of the conflict in this situation is role incompatibility.

Accepted Answer

The answer of Reorganization of the manufacturing operations in a...

Question 15

When the problem is complex, the initiator should initially focus on a simple problem and build up from there.

Accepted Answer

Starting with a simple problem can help the initiator to understand the basic elements of the complex problem and gradually build up their understanding and problem-solving approach.

Question 16

Your peer in the shipping department has asked you to work this weekend in her place. You tell her you will have to think about it. The type of conflict response you have used is avoidance.

Accepted Answer

Avoidance is the act of avoiding or evading a situation or conflict, and in this situation, the person is not giving a definite answer, indicating an avoidance response.

Question 17

Research indicates that people-focused conflicts threaten effectiveness, whereas issue-based conflicts enhance performance.

Accepted Answer

Research shows that conflicts that focus on personal or emotional issues rather than objective or issue-based disagreements can negatively impact productivity and effectiveness. In contrast, conflicts that are focused on resolving issues can result in better outcomes and improved decision-making.

Question 18

Maria is from Mexico and Elaine is from Canada; they are customer service representatives. At least twice weekly, they get into an argument over how to handle a customer complaint. The most likely source of their conflict is personal differences.

Accepted Answer

The question states that Maria and Elaine get into arguments over how to handle customer complaints, which suggests that their conflict is related to their work.

Question 19

When the conflict stems from information deficiency, the conflict is easy to resolve because of the intervention of a third party.

Accepted Answer

Conflicts stemming from information deficiency are not necessarily easy to resolve just because of third-party intervention, as resolution often requires addressing underlying issues such as communication barriers, mistrust, or differing interpretations of information.

Question 20

Compromise is the most appropriate approach when the issues are complex and moderately important, there are no simple solutions, and both parties have a strong interest in different aspects of the problem.

Accepted Answer

Compromise is a suitable approach when both parties have a significant stake in the problem, and there are no straightforward or quick solutions. In such cases, compromise involves each party making concessions to reach a mutually acceptable solution. However, when the issue is simple or of great importance, other approaches, such as collaboration or competition, may be more appropriate.

Quiz 7: Negotiating and Resolving Conflict