Question 1

A neutral and trained third party can guide others to find innovative solutions to conflict.To ensure neutrality,most organizations hired ADR qualified outsiders.In this case,a(n)_________ is one who does not render a decision.Rather,it is up to the parties to the conflict to reach a mutually acceptable decision.

Accepted Answer

A mediator is a neutral and trained third party who helps others find innovative solutions to conflict without rendering a decision themselves, allowing the parties in conflict to reach a mutually acceptable decision.

Question 2

Laura is head of ABC Systems.She needs to allocate a fixed amount of funds to various projects.There are two top projects that Laura believes hold the most promise.She decides to arrange a structured debate for the two top proposals.Importantly,the assumptions of each proposal are identified,and a conflicting counterproposal is generated based on a different set of assumptions.Advocates of each position present and debate the merits of their proposal before Laura makes her decision.Which technique is Laura using to help her make a better decision?

Accepted Answer

Laura is using the dialectic method to make a better decision. This method involves presenting conflicting proposals and having advocates debate the merits of each proposal before arriving at a decision. By using this structured approach, Laura can ensure that all assumptions are identified and considered before making her decision. This method is particularly useful when there are multiple viable options to choose from.

Question 3

________ 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.

Accepted Answer

The technique described in the question is arbitration, where the parties agree to accept the decision of a neutral party (arbitrator) in a formal setting similar to a court proceeding, complete with evidence and witnesses. Ombudsmanship, facilitation, and peer review do not involve a decision made by a neutral third party. Mediation involves a neutral party helping the parties come to a mutually agreeable solution, but without the formal courtlike setting with evidence and witnesses.

Question 4

Jim is head of the marketing department and must decide how to allocate a fixed amount of funds.There are two top projects that Jim believes hold the most promise.Recently,the majority of funds have been allocated to Project A,but Jim wonders if it is time to provide Project B with a larger share of the money.Jim decides to assign a particular individual,Clara,to thoroughly criticize the proposal for Project B,looking for every possible flaw.Which technique is Jim using to help him make a better decision?

Accepted Answer

Jim is using the devil's advocacy technique, which involves assigning someone to critique and find flaws in a proposed idea, to help him make a better decision. This technique can help identify potential issues and weaknesses in the proposal, allowing Jim to make a more informed decision about how to allocate funds between the two projects.

Question 5

The ________ conflict handling style is a give-and-take approach.

Accepted Answer

The compromising conflict handling style involves finding a middle ground or a give-and-take approach where both parties make concessions to reach a mutually acceptable solution.

Question 6

Trained _________,typically from outside agencies,are versed in relevant laws and case precedents.The parties agree ahead of time to accept the decision of this neutral person in a formal setting,often complete with evidence and witnesses.

Accepted Answer

The description fits that of an arbitrator, who is trained and neutral, and whose decision is binding on the parties. Mediators facilitate communication between the parties but do not make binding decisions, facilitators help the parties to work together to reach a decision but don't have decision-making power, conciliators suggest solutions but don't have binding power, and ombudsmen investigate complaints and make recommendations but don't have decision-making power.

Question 7

Nate is a manager at a small appliance store.He is working with an unhappy customer who is yelling at him.Nate's policy on handling customer complaints is to give the customer what they want even at a cost to the company.This represents the _________ handling style.

Accepted Answer

The obliging handling style prioritizes the customer's needs and wants over the company's. In this scenario, Nate's policy of giving the customer what they want even at a cost to the company aligns with the obliging handling style.

Question 8

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

Accepted Answer

The answer of _______ is an alternative dispute resolution technique...

Question 9

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

Accepted Answer

The dominating conflict handling style prioritizes quick and decisive action, making it the most appropriate in situations where a speedy decision is needed.

Question 10

Orna is a restaurant manager.She is helping a server who has a difficult guest.Everything is wrong-the water,the menu,the food,the service.Orna knows that this customer is always unhappy and delights in picking on the server. Orna bluntly tells the server that she needs to learn better conflict handling skills.But then,Orna goes over to the customer,who begins to argue with her.So she tells the customer to leave and not bother coming back.This best represents the _________ conflict handling style.

Accepted Answer

Orna's behavior in this scenario is assertive and dominating. She takes charge of the situation and resolves the conflict by telling the customer to leave and not come back. She does not give in to the customer's demands or try to compromise, but instead takes a firm stance and sets boundaries.

Question 11

Which of the following statements about conflict handling styles is ?

Accepted Answer

The answer of Which of the following statements about conflict...

Question 12

Norm and Quinn have been arguing over role responsibilities.The atmosphere in their small office is increasingly negative and tense.Petra,a manager from another department,informally urges them to deal directly with each other in a positive and constructive manner.This easy form of ADR is

Accepted Answer

Facilitation is a form of ADR where an impartial third party helps to guide a conversation between disputing parties towards a positive and constructive outcome. In this scenario, Petra is acting as a facilitator by urging Norm and Quinn to deal directly with each other in a positive and constructive manner.

Question 13

In the United States,the judicial system is an example of _________.It is based on hearing directly opposing points of view to establish guilt or innocence.

Accepted Answer

The judicial system in the United States is an example of the dialectic method, which involves the process of resolving opposing viewpoints through discussion and debate. This is done through presenting evidence and arguments from both sides in court to determine guilt or innocence.

Question 14

The styles of conflict handling are differentiated along two dimensions:

Accepted Answer

The styles of conflict handling are differentiated along the dimension of concerned for others and concern for self. This dimension refers to the extent to which individuals prioritize their own goals and needs versus those of others involved in the conflict. The five styles of conflict handling are accommodating, competing, collaborating, avoiding, and compromising. Each of these styles reflects a different balance between concern for self and concern for others.

Question 15

Theresa is a(n)______ for Capital Clinic services.She has worked for the company for 20 years and is widely respected and trusted.In this position,she hears grievances on a confidential basis and attempts to arrange a solution.

Accepted Answer

Theresa's role as someone who hears grievances on a confidential basis and attempts to arrange a solution is characteristic of an ombudsman.

Question 16

The benefit of ________ is that it uses faster,more user-friendly methods of dispute resolution,instead of traditional,adversarial approaches,such as unilateral decision making or litigation.

Accepted Answer

Alternative dispute resolution (ADR) is known for its faster, more user-friendly methods of resolving conflicts compared to traditional adversarial approaches like litigation. ADR includes methods like mediation, arbitration, and negotiation, which allow parties to work together to find mutually agreeable solutions.

Question 17

When issues are complex,better solutions are needed,commitment is needed,and time is available,the ________ conflict handling style is appropriate.

Accepted Answer

The integrating conflict handling style is appropriate when the issues are complex and require a creative solution, commitment is needed from both parties, and there is enough time available to explore different options and come up with a mutually beneficial solution. This style involves collaborating, sharing information, and brainstorming to find a win-win solution.

Question 18

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)

Accepted Answer

A facilitator is someone who helps a group work together more effectively. In this scenario, Roger is encouraging Bill and Nancy to work together and find a positive solution, which is exactly what a facilitator does. An arbitrator makes a decision for the group, an ombudsman investigates complaints and concerns, a conciliator helps resolve disputes, and a negotiator works to find a mutually beneficial agreement. None of these roles exactly fit what Roger is doing, making option A the best choice.

Question 19

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)

Accepted Answer

An ombudsman typically works to resolve disputes within an organization by facilitating communication and proposing solutions, but they do not have the authority to impose those solutions. This role fits the description of Dr. Watson's duties.

Question 20

Donna and Kim are both secretaries for the accounting department.Because 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)

Accepted Answer

Patti is acting as a conciliator because she is trying to explore possible solutions with both Donna and Kim separately in order to find common ground between them and facilitate a face-to-face discussion.

Quiz 10: Managing Conflict and Negotiations