Question 1

The most difficult and costly of the forms of ADR to use is:
A) Ombudsmanship
B) Facilitation
C) Peer review
D) Mediation
E) Arbitration

Accepted Answer

Arbitration involves a neutral third party who makes a binding decision, which can be costly and time-consuming. It also may require legal representation and discovery procedures, making it the most difficult and expensive form of ADR to use.

Question 2

If a speedy decision is needed, the _______ conflict handling style is appropriate.
A) Integrating
B) Obliging
C) Avoiding
D) Dominating
E) Compromising

Accepted Answer

The dominating conflict handling style involves making quick decisions without the need for consensus or consultation. This style is best for situations when a speedy decision is necessary, and there is no time to explore alternative solutions.

Question 3

If you believe you may be wrong, the ________ conflict handling style is appropriate.
A) Integrating
B) Obliging
C) Avoiding
D) Dominating
E) Compromising

Accepted Answer

The obliging conflict handling style involves accommodating the other party's concerns and accepting the outcome even if it means sacrificing one's own interests. If one believes they may be wrong, it would be appropriate to use the obliging style to prioritize the other party's perspective and come to a mutually acceptable solution.

Question 4

_______ is an alternative dispute resolution technique in which a neutral third party informally acts as a communication conduit between the disputing parties.
A) Ombudsmanship
B) Facilitation
C) Conciliation
D) Mediation
E) Arbitration

Accepted Answer

Conciliation is an alternative dispute resolution technique in which a neutral third party informally acts as a communication conduit between the disputing parties. The conciliator's role is to facilitate communication and negotiation between the parties, without offering any solutions or making any decisions. Their aim is to help the parties to reach a mutually acceptable agreement on their own.

Question 5

_______ is an alternative dispute resolution technique where a third party urges disputing parties to deal directly with each other in a positive and constructive manner.
A) Ombudsmanship
B) Facilitation
C) Peer review
D) Mediation
E) Arbitration

Accepted Answer

Facilitation is a technique where a third party facilitates the resolution of disputes by encouraging the parties involved to communicate and negotiate with each other in a positive and collaborative manner. The facilitator does not have decision-making power and does not impose a solution on the parties; rather, they create an environment where the parties can work together to find a mutually acceptable solution. This approach is often used in complex, emotionally charged or sensitive conflicts, such as those involving community disputes, workplace or family conflicts, or political negotiations.

Question 6

A(n) ________ negotiation describes a situation where an agreement can be found that is better for both parties.
A) Distributive
B) Alternative
C) Dialectic
D) Integrative
E) Arbitrary

Accepted Answer

An integrative negotiation is a win-win negotiation where both parties work to find a solution that benefits both sides. Through integrative negotiation, both parties can achieve their goals and get the best possible outcome.

Question 7

_______ is a give-and-take decision-making process involving two or more parties with different preferences.
A) Arbitration
B) Conciliation
C) Conflict
D) Negotiation
E) Dialecticism

Accepted Answer

Negotiation is a give-and-take decision-making process involving two or more parties with different preferences. In negotiation, the parties try to reach a mutually acceptable outcome through discussion and compromise. Arbitration, conciliation, and conflict are not necessarily give-and-take processes, and dialecticism is a philosophical concept that may not necessarily apply to decision-making processes involving multiple parties.

Question 8

A(n) ________ negotiation usually involves a single issue in which one person gains at the expense of another.
A) Distributive
B) Integrative
C) Compromise
D) Added-value
E) Alternative

Accepted Answer

Distributive negotiation is also known as competitive or zero-sum negotiation, where the outcome is based on what one person gains at the expense of the other. It is usually a single issue negotiation, where one party tries to maximize their gains while limiting the losses of the other party. Therefore, option A) is the correct answer. The other options do not fit the given description of a single-issue negotiation that involves one person gaining at the expense of the other.

Question 9

In ________, parties agree to accept the decision of the _________.
A) Mediation; mediator
B) Arbitration; arbitrator
C) Facilitation; facilitator
D) Conciliation; conciliator
E) Ombudsman; ombudsman

Accepted Answer

This is the definition of arbitration, where parties agree to accept the decision of an arbitrator. Mediation involves a neutral third party (mediator) who helps parties reach their own agreement, but does not make a decision for them. Facilitation is similar to mediation, but typically involves a group or team process rather than parties in conflict. Conciliation is a process where a third party (conciliator) helps parties find common ground and negotiate a mutually acceptable resolution, but again, does not make a decision for them. Ombudsman is an independent official who investigates complaints from individuals against organizations or institutions.

Question 10

Which of the following statements about conflict handling styles is false?
A) Organizations can develop a particular conflict handling style as a part of culture
B) Research has shown that particular conflict handling styles are better for new product development
C) Conflict handling style is related to emotional intelligence
D) Integrating is always the best style to use
E) No one style is best for every situation

Accepted Answer

Integrating may not always be the best style to use, as it depends on the situation and the parties involved. Other conflict handling styles, such as avoiding, compromising, competing, and collaborating may be more appropriate in certain circumstances.

Question 11

The easiest and least expensive of the forms of ADR to use is:
A) Ombudsmanship
B) Facilitation
C) Peer review
D) Mediation
E) Arbitration

Accepted Answer

Facilitation is often the simplest and least costly form of Alternative Dispute Resolution (ADR) as it involves a neutral third party helping the disputing parties communicate and reach a resolution without formal procedures or costs associated with other ADR methods.

Question 12

The two basic types of negotiation are:
A) Integrating and avoiding
B) Dominating and obliging
C) Distributive and integrative
D) Interpersonal and intrapersonal
E) Organizational and individual

Accepted Answer

Distributive negotiation is a win-lose situation where one party gains and the other loses. This type of negotiation is also known as zero-sum or fixed-pie negotiation. Integrative negotiation is a win-win situation, where both parties gain. This type of negotiation focuses on creating value for both parties. So, the two basic types of negotiation are distributive and integrative.

Question 13

Donna and Kim are both secretaries for the accounting department. Since someone must be present to answer the phones at all times, different times must be scheduled for each of them to go to lunch. Both of them want the time from noon to 1 p.m. Previous unsuccessful discussions have occurred, resulting in their not speaking to each other. Patti, who also works in the department, sits down separately with each of them to try to explore possible solutions, with the idea that if she can find common ground, they will again discuss alternative schedules face-to-face. Patti is acting as a(n):
A) Facilitator
B) Arbitrator
C) Ombudsman
D) Conciliator
E) Negotiator

Accepted Answer

Patti is acting as a conciliator by trying to explore possible solutions and finding common ground between Donna and Kim. A conciliator is a neutral third party who helps disputing parties come to a resolution through communication, negotiation, and compromise.

Question 14

________ is an alternative dispute resolution technique in which disagreeing parties agree ahead of time to accept the decision of a neutral party in a formal courtlike setting, often complete with evidence and witnesses.
A) Ombudsmanship
B) Facilitation
C) Peer review
D) Mediation
E) Arbitration

Accepted Answer

The alternative dispute resolution technique described in the question is arbitration. In arbitration, the neutral party (the arbitrator) listens to evidence and witnesses presented by both sides and makes a decision that both parties agree to accept. This is different from mediation (D), where the mediator helps the parties negotiate a settlement but does not make a decision for them. Ombudsmanship (A) and peer review (C) are not usually formal courtlike settings for dispute resolution, and facilitation (B) refers to a process of group decision making rather than a formal process for resolving disputes.

Question 15

Dr. Hamrick is hired by the ABC Company to hear cases involving grievances of employees of the company. Sometimes evidence is presented and witnesses are called, and decisions are always based on legal merits, and his decisions are binding. This is an example of:
A) Arbitration
B) Mediation
C) Conciliation
D) Ombudsman
E) Peer review

Accepted Answer

Arbitration is a process in which a neutral third party, like Dr. Hamrick in this case, hears arguments presented by both parties and makes a binding decision based on legal merit. This differs from mediation, where a neutral third party facilitates communication and negotiation between parties to help them reach a mutually acceptable solution, and conciliation, which involves the third party making non-binding recommendations to the parties. An Ombudsman is an independent official who investigates complaints by individuals against organizations or officials, and peer review generally refers to the process of evaluation by colleagues or peers in a professional setting.

Question 16

Roger manages both Bill and Nancy. They are in an argument about who should handle a particular job. Roger encourages them to deal directly with each other in a positive and constructive manner. Roger is acting as a(n):
A) Facilitator
B) Arbitrator
C) Ombudsman
D) Conciliator
E) Negotiator

Accepted Answer

Roger is acting as a facilitator by encouraging Bill and Nancy to communicate directly with each other in a positive and constructive manner. A facilitator helps to guide and support communication between parties in a conflict or negotiation to reach a positive outcome.

Question 17

Dr. Watson, dean of students at ABC University, has been assigned the task of working with faculty and students when they have disputes about course grades. During these discussions, he attempts to help the parties arrange a solution but he has no formal authority to impose one. He is most likely a(n):
A) Facilitator
B) Arbitrator
C) Ombudsman
D) Conciliator
E) Negotiator

Accepted Answer

An ombudsman is a person who helps mediate disputes and facilitate resolutions without having formal authority to impose solutions.

Question 18

In negotiation, the ZOPA is:
A) The zone of possible agreement
B) The zone of possible argument
C) The zone of potential alternatives
D) The zone of potential arrangements
E) The zone of probable assets

Accepted Answer

The ZOPA stands for "Zone of Possible Agreement" and refers to the range or area in which both parties in a negotiation can potentially come to an agreement that satisfies both of their interests. It is important for negotiators to determine the ZOPA in order to determine the best possible outcome for both parties.

Question 19

The Ethics Review Board at XYZ College is composed of students who were elected by the student body. When a student is charged with an ethics violation, the Board meets to hear both sides of the dispute in a confidential meeting. Their decisions are not binding on the parties, according to college policies. They are acting as:
A) Ombudsmen
B) Negotiators
C) A peer review team
D) Conciliators
E) Facilitators

Accepted Answer

The Ethics Review Board at XYZ College, composed of elected students, meets to hear both sides of an ethics violation case in a confidential meeting. Their main purpose is to function as a peer review team.

Question 20

_______ is an alternative dispute resolution technique in which someone who works for the organization, and is widely respected and trusted, hears grievances on a confidential basis and attempts to arrange a solution.
A) Ombudsmanship
B) Facilitation
C) Peer review
D) Mediation
E) Arbitration

Accepted Answer

Ombudsmanship involves an independent third party within the organization who can assist in resolving disputes and maintaining confidentiality. Facilitation, peer review, mediation, and arbitration can also be used in conflict resolution, but they do not necessarily involve an ombudsman.

Quiz 10: Managing Conflict and Negotiation

The most difficult and costly of the forms of ADR to use is:

If a speedy decision is needed, the _______ conflict handling style is appropriate.

If you believe you may be wrong, the ________ conflict handling style is appropriate.

_______ is an alternative dispute resolution technique in which a neutral third party informally acts as a communication conduit between the disputing parties.

_______ is an alternative dispute resolution technique where a third party urges disputing parties to deal directly with each other in a positive and constructive manner.

A(n) ________ negotiation describes a situation where an agreement can be found that is better for both parties.

_______ is a give-and-take decision-making process involving two or more parties with different preferences.

A(n) ________ negotiation usually involves a single issue in which one person gains at the expense of another.

In , parties agree to accept the decision of the _.

Which of the following statements about conflict handling styles is false?

The easiest and least expensive of the forms of ADR to use is:

The two basic types of negotiation are:

________ is an alternative dispute resolution technique in which disagreeing parties agree ahead of time to accept the decision of a neutral party in a formal courtlike setting, often complete with evidence and witnesses.

Dr. Hamrick is hired by the ABC Company to hear cases involving grievances of employees of the company. Sometimes evidence is presented and witnesses are called, and decisions are always based on legal merits, and his decisions are binding. This is an example of:

Roger manages both Bill and Nancy. They are in an argument about who should handle a particular job. Roger encourages them to deal directly with each other in a positive and constructive manner. Roger is acting as a(n) :

In negotiation, the ZOPA is:

_______ is an alternative dispute resolution technique in which someone who works for the organization, and is widely respected and trusted, hears grievances on a confidential basis and attempts to arrange a solution.