Deck 11: Resolving Conflict Through Negotiation and Mediation

Question 1

One of the outcomes of a successful negotiation is that all parties believe they have made a good deal.

Answer 1

True

Question 2

When using the accommodation conflict management style,a manager should never let the other parties know he/she is consciously giving them what they want.

Answer 2

False

Question 3

The mocker unnerves others by making nasty comments about their previous performance or other remarks to belittle the opponent.

Answer 3

False

Question 4

Informational factors contribute to conflict when people have developed their point of view on the basis of different sets of facts.

Question 5

The highest levels of both relationship conflict and task conflict occur in low-performing teams during late project stages.

Question 6

A sheep's clothing negotiator appears to be reasonable while making impossible demands.

Question 7

When negotiating,an agreement worse than your BATNA should not be accepted.

Question 8

Win-win negotiations are characterized by a focus on differences,rather than common interests.

Question 9

Collaboration is the opposite of accommodation as a conflict management style.

Question 10

Role factors contribute to conflict when people have different images or interpretations of the same thing.

Question 11

Conflict is always a destructive force in a work environment.

Question 12

Compromise is an appropriate management style when the conflict involves scarce resources that cannot be expanded.

Question 13

As a negotiator,you would use a competitive approach to negotiating with parties who have an interest in maintaining good relationships.

Question 14

Competition is an appropriate conflict management style when someone has to be in charge to effectively coordinate complex systems.

Question 15

Accommodation is the opposite of the competition conflict management style.

Question 16

Once the list of options for processing is ready,the evaluation of processes follows next.

Question 17

Competent managers know that the goal is not to eliminate conflict,but to manage it in a way that reduces its potential harm to engagement and performance.

Question 18

Collaboration is known as the win-win conflict management style.

Question 19

Using hypotheticals allows a manager in the generation of new solutions and opportunities.

Question 20

Competition is the best conflict management style.

Question 21

To help the parties involved trust the mediator,he/she must pick sides and support one party.

Question 22

Which of the following statements is true about relationship conflict?

A)It threatens productivity and interferes with the effort people put in a task,
B)It occurs over ideas and issues.
C)It is seen as the good conflict in an organization.
D)It hikes personal power for many individuals.
E)It engenders a healthy level of constructive criticism.

Question 23

Which of the following statements is true about task conflict?

A)It causes managers significant stress.
B)It is seen as the bad conflict in an organization.
C)It results in less constructive criticism.
D)It stimulates evidence-based discussions.
E)It is more beneficial for non-top management teams than for top management.

Question 24

The basic idea behind using the wince tactic is to let your counterpart put on their show,while you stay focused on your own interests.

Question 25

Which of the following is an example of conflict caused by environmental factors?

A)Conflicts caused when people have developed their point of views on the basis of a different set of facts.
B)Conflicts stemming from incomparable personal values of employees.
C)Conflicts over trivial problems when work procedures in a company are changed with little notice to the employees.
D)Conflicts that occur when division managers believe they have to fight for their work unit in budget allocation meetings.
E)Conflicts caused when people have different images or interpretations of the same data.

Question 26

Silence is a common tactic used when a party does not like what his counterpart has said/offered.

Question 27

An effective mediator seeks to understand the underlying interests of each party.

Question 28

Which of the following statements is a negative effect of conflict?

A)People are forced to challenge their thinking and assumptions.
B)Conflict discourages people from voicing new ideas,thus reducing the chances of innovation.
C)Conflict brings problems into the open.
D)Quality of decisions made reduces.
E)Leaders tend to rely on authoritarian decisions.

Question 29

The trial balloon tactic should be avoided because it is inherently dishonest,but this does not mean that others will not try it when you are negotiating with them.

Question 30

Paola,a corporate trainer,was sent to the Michigan plant as a last-minute replacement to train a batch of new employees on work behaviors.Paola's brother-in-law Ramon,a machinist in the Michigan plant,happened to be part of the batch Paola was to train.On the first day of class,before she could realize,Ramon was hugging her in front of the whole class.Paola could not help but frown and said,"Either settle down or leave.I have to teach these people proper work behaviors! I'll talk to you during the break." What factor caused this conflict?

A)Personality
B)Perceptual
C)Environmental
D)Role
E)Informational

Question 31

Wincing at the right time can save you a great deal of money and gain you much better terms in some cases.

Question 32

Which of the following statements is a positive effect of conflict?

A)People are motivated to understand others' positions and ideas.
B)Conflict removes negative emotions and stress.
C)Conflict increases communication between participants and improves work coordination.
D)Leaders are motivated toward participative leadership.
E)Workgroup divisions reduce significantly.

Question 33

Gaining an opportunity to consult with others is an advantage while employing the leverage of timing.

Question 34

_____ factors exert their influence and give rise to conflicts when people have different images or interpretations of the same thing.

A)Informational
B)Perceptual
C)Environmental
D)Role
E)Personal

Question 35

In organizations,the two kinds of conflicts that generally occur are:

A)time and money.
B)resource and relationship.
C)task and relationship.
D)task and idea.
E)idea and issue.

Question 36

The trial balloon tactic presents a question designed to assess your negotiating counterpart's position without giving away your plans.

Question 37

Outrageous behavior can be categorized as any form of socially unacceptable conduct intended to force the other side to make a move.

Question 38

From a skills perspective,which of the following serves as a key point for managers while negotiating and mediating conflict?

A)All conflicts are of the same kind and arise from the same source.
B)There is a significant body of evidence regarding different styles of conflict resolution.
C)A manager must never interfere in a conflict and negotiate.
D)A manager must be ready with solutions to every conflict.
E)It is not a manager's duty to diagnose the conflict.

Question 39

Billy's department is in an uproar.His most senior workers,Greta and Libby,are at the point of refusing to be in the same room at the same time.Billy investigated the problem and found that Greta established new procedures based on a corporate memo written in October last year.Libby refused to follow the procedures because of the follow-up memo written two weeks later.When Billy showed Greta and Libby both documents,the conflict ended.What was the source of the conflict?

A)Personality factors
B)Environmental factors
C)Informational factors
D)Perceptual factors
E)Role factors

Question 40

Making a deal look nonnegotiable is a lesson under the leverage of limited authority.

Question 41

Due to budget restrictions,a business school could afford to hire only one new faculty member for the next academic year.However,the school needed additional faculty members in both finance and marketing.Two hours into a heated meeting with the department chairpersons,the dean excused herself saying she had another meeting to attend to.What conflict management style did the dean use?

A)Avoidance
B)Compromise
C)Collaboration
D)Competition
E)Accommodation

Question 42

Due to budget restrictions,a business school could afford to hire only one new faculty member for the next academic year.However,the school needed additional faculty members in both finance and marketing.After a lengthy discussion,it was decided that the budget would be shared and part-time instructors would be hired for the next year.What kind of conflict management strategy was used?

A)Avoidance
B)Accommodation
C)Compromise
D)Competition
E)Collaboration

Question 43

The negotiation process begins with:

A)understanding the needs of other parties.
B)negotiation preparation.
C)evaluation of processes employed.
D)employing process tactics.
E)listing and discussing the possible options.

Question 44

Research shows that people in conflict with an employee are least likely to:

A)try to convince.
B)listen carefully.
C)discuss with outsiders.
D)discuss the issue.
E)discuss with a co-worker.

Question 45

Research shows that people in conflict with a co-worker are most likely to:

A)try to convince.
B)listen carefully.
C)discuss with outsiders.
D)discuss the issue.
E)discuss with a co-worker.

Question 46

One of Haley's best workers wants to work from 7 a.m.to 3 p.m.instead of the regular 9 a.m.to 5 p.m.shift for the next two weeks while her son plays in the championship series at a school across town.This arrangement will not hinder the employee's work.What should Haley do?

A)Avoid
B)Compromise
C)Collaborate
D)Compete
E)Accommodate

Question 47

Mick decided that the conflict situation with his junior staff members is high in issue importance and low in relationship importance.He needs to resolve this conflict fairly quickly.What conflict management style should he use?

A)Avoidance
B)Accommodation
C)Competition
D)Compromise
E)Collaboration

Question 48

Which of the following statements apply when using competition as a conflict resolution strategy?

A)Discomfort should be communicated nonverbally.
B)Hold conflict management conversations in public areas.
C)Express displeasure over the conflict being experienced.
D)Discourage the expression of emotion.
E)Make sure people know exactly what they are required to do.

Question 49

Which of the following is a disadvantage of employing the collaborative conflict management style?

A)It does not take relationships into account.
B)It does not save time.
C)There is no commitment to reach a solution under which everyone benefits.
D)Perspectives from different groups cannot be merged.
E)People do not feel committed to the agreed upon solution.

Question 50

Which of the following is part of the Thomas-Kilmann Conflict Resolution Grid?

A)Inform
B)Compromise
C)Consolidate
D)Combine
E)Alternate

Question 51

_____ value the insight they gain from learning about other parties' interests and perspectives during the conflict resolution process.

A)Avoiders
B)Competitors
C)Accommodators
D)Collaborators
E)Compromisers

Question 52

Which of the following indicators shows that a party will be competitive,rather than cooperative,during negotiations?

A)Negotiating issues are primarily financial.
B)They have a pattern of being cooperative in past negotiations.
C)They want to maintain a good relationship with the other party.
D)This negotiation is part of a long-term ongoing negotiation process.
E)They trust the other parties involved and freely share information.

Question 53

According to research conducted,choice of conflict management style is based most often on:

A)the importance of the issue concerned.
B)the importance of relationship.
C)time constraints.
D)the dominant conflict management style of the person.
E)fact certainty.

Question 54

Research shows that people in conflict with a boss are least likely to:

A)try to convince.
B)listen carefully.
C)discuss with outsiders.
D)discuss the issue.
E)discuss with a co-worker.

Question 55

Mabel,a sales manager,just received new rules and regulations from her company's headquarters about the use of expense accounts.Dan and Trey,two of her best salespeople,have ignored other corporate directives with impunity.Law,however,requires these changes.Mabel knows there will be objections to the changes.What conflict resolution strategy must Mabel use?

A)Avoidance
B)Compromise
C)Collaboration
D)Competition
E)Accommodation

Question 56

Carl decided that the conflict situation he faces with his fellow department heads at a remote location is not that important.The issue is trivial,and he rarely works with anyone from that location.The issue should be resolved soon.What conflict management style should he use?

A)Avoidance
B)Accommodation
C)Competition
D)Compromise
E)Collaboration

Question 57

For which of the following situations would avoidance be an appropriate conflict management strategy?

A)When delaying an issue presents imminent danger
B)When the issue can be addressed at a specific but later time.
C)There are no other important concerns pressing beyond this current conflict.
D)The parties have all the information concerning the conflict.
E)The parties involved in the conflict work directly for you and effects of the conflict are affecting the work environment.

Question 58

To help parties involved trust a mediator,the mediator should:

A)dominate the conversation.
B)stay neutral and not pick sides.
C)schedule considerably long meetings.
D)maintain a low reputation on task.
E)follow the parties' words and actions.

Question 59

When selecting a conflict management style to resolve a conflict where the need is for justice rather than mercy,choose to:

A)compete rather than accommodate.
B)avoid the conflict.
C)accommodate rather than compete.
D)compromise.
E)accommodate rather than collaborate.

Question 60

Dan decided that the conflict situation he is facing with his boss is low in issue importance.He needs to resolve this conflict fairly quickly and stay on the boss's good side.What conflict management style should he use?

A)Avoidance
B)Accommodation
C)Competition
D)Compromise
E)Collaboration

Question 61

As a manager,how would you reach to the bait-and-switch tactic?

Question 62

Define the five factors that come into play and give rise to conflicts in an organization.

Question 63

Explain how helping the parties negotiate is part of the mediation process.

Question 64

Managers who ignore or fail to manage conflict are likely to incur the disadvantages of conflict without enjoying any of the advantages.Argue against this statement.

Question 65

List the benefits of using the leverage of timing.

Question 66

List the characteristics of a win-win negotiation.

Question 67

Which are the two important lessons to learn about the leverage of legitimacy?

Question 68

Draw the differences between task and relationship conflicts.

Question 69

When is it appropriate to use the compromising style of managing conflict?

Question 70

Throw light on the advantages of using the collaboration style of managing conflict.

Question 71

What are the key points to be kept in mind in order to use the competitive approach effectively?

Question 72

What are the indicators that could help determine if a party would use a competitive or cooperative approach to negotiation?

Question 73

How is an effective negotiation characterized?

Question 74

As a mediator,what guidelines will you follow to help the parties involved trust you?

Question 75

List down three positive and three negative effects of conflict in an organization.