Question 1

The avoiding strategy entails a _________ concern for your interests and a _________ concern for the interests of the other party.

Accepted Answer

A)  low, low 
B)  low, high 
C)  high, low 
D)  high, high 
E)  moderate, moderate 
A)  low, low 
B)  low, high 
C)  high, low 
D)  high, high 
E)  moderate, moderate

Question 2

________ conflict is destructive conflict focused on emotions and differences between the two parties.

Accepted Answer

A)  Values 
B)  Information 
C)  Dysfunctional 
D)  Constructive 
E)  Structural 
A)  Values 
B)  Information 
C)  Dysfunctional 
D)  Constructive 
E)  Structural

Question 3

Which of the following is NOT a recommended conflict resolution behavior?

Accepted Answer

A)  expressing emotions 
B)  meeting separately with the people in the conflict 
C)  smoothing 
D)  documenting 
E)  reaching out 
A)  expressing emotions 
B)  meeting separately with the people in the conflict 
C)  smoothing 
D)  documenting 
E)  reaching out

Question 4

______________ is adisagreement through which two or more parties perceive a threat to their interests, needs, or concerns.

Accepted Answer

The answer of ______________ is adisagreement through which two or...

Question 5

Saying, "Maybe we can meet in the middle" or "I'm willing to reconsider my initial position" reflects a ________ conflict management style.

Accepted Answer

The answer of Saying, "Maybe we can meet in the...

Question 6

In the third stage of Glasl's model of conflict escalation, ________, the idea that "talking no longer helps" emerges and the conflict begins to get destructive.

Accepted Answer

A)  hardening 
B)  loss of face 
C)  action over words 
D)  debate 
E)  images/coalitions 
A)  hardening 
B)  loss of face 
C)  action over words 
D)  debate 
E)  images/coalitions

Question 7

Which conflict resolution behavior reflects the fact that by focusing on the outcome, the root cause of the conflict is more likely to be addressed?

Accepted Answer

A)  documenting 
B)  perspective taking 
C)  smoothing 
D)  reaching out 
E)  focusing on interests rather than positions 
A)  documenting 
B)  perspective taking 
C)  smoothing 
D)  reaching out 
E)  focusing on interests rather than positions

Question 8

Define and discuss the five styles of managing conflict, using examples.Be sure to include the level of importance each style places on the opponent's interests.

Accepted Answer

The five styles of managing conflict are

Question 9

In the eighth stage of Glasl's model of conflict escalation, ________, the goal becomes destruction and dissolution of the system.

Accepted Answer

A)  together into the abyss 
B)  threat as a strategy 
C)  fragmentation of the enemy 
D)  burn the unbelievers 
E)  limited attempts to overthrow 
A)  together into the abyss 
B)  threat as a strategy 
C)  fragmentation of the enemy 
D)  burn the unbelievers 
E)  limited attempts to overthrow

Question 10

Conflict has a tendency to ________, which occurs when one party involved in a conflict first uses an aggressive tactic or begins using more aggressive tactics the other party.

Accepted Answer

The answer of Conflict has a tendency to ________, which...

Question 11

________ conflict occurs due to personality differences.

Accepted Answer

A)  Values 
B)  Task 
C)  Process 
D)  Relationship 
E)  Information 
A)  Values 
B)  Task 
C)  Process 
D)  Relationship 
E)  Information

Question 12

Which conflict resolution strategy entails ignoring the conflict or denying that it exists?

Accepted Answer

A)  compromising 
B)  avoiding 
C)  competing 
D)  accommodating 
E)  collaborating 
A)  compromising 
B)  avoiding 
C)  competing 
D)  accommodating 
E)  collaborating

Question 13

In the sixth stage of Glasl's model of conflict escalation, ________, ultimatums are made and conflict escalation accelerates.

Accepted Answer

A)  together into the abyss 
B)  threat as a strategy 
C)  fragmentation of the enemy 
D)  burn the unbelievers 
E)  limited attempts to overthrow 
A)  together into the abyss 
B)  threat as a strategy 
C)  fragmentation of the enemy 
D)  burn the unbelievers 
E)  limited attempts to overthrow

Question 14

By definition, __________ conflict occurs across different hierarchical levels in the organization.

Accepted Answer

A)  values 
B)  task 
C)  process 
D)  vertical 
E)  horizontal 
A)  values 
B)  task 
C)  process 
D)  vertical 
E)  horizontal

Question 15

​Match each of the following conflict management strategies with the scenario that most clearly illustrates it.Some strategies may be selected more than once.
-​Sayid knows that when Shannon sees him, she's going to hound him about that French textbook he borrowed from her three months ago, so when he sees her coming he ducks into a bathroom.

Accepted Answer

A) avoiding 
B) competing 
C) ​collaborating 
D) compromising 
E) ​accommodating 
A) avoiding 
B) competing 
C) ​collaborating 
D) compromising 
E) ​accommodating

Question 16

Which of the following is the chief advantage of arbitration?

Accepted Answer

A)  It doesn't require the use of a third party. 
B)  It usually leaves both parties satisfied. 
C)  It always ends with a settlement. 
D)  It's faster than mediation. 
E)  It's cheaper than mediation. 
A)  It doesn't require the use of a third party. 
B)  It usually leaves both parties satisfied. 
C)  It always ends with a settlement. 
D)  It's faster than mediation. 
E)  It's cheaper than mediation.

Question 17

The results of arbitration are legally binding.

Accepted Answer

A) True 
 B)False

Question 18

When mediating a conflict, you should ask leading questions.

Accepted Answer

A) True 
 B)False

Question 19

Matching
​Match each of the following scenarios with the type of conflict it most clearly illustrates.
-​values conflict

Accepted Answer

A) ​While working for an organic deli, Jose discovers that most of the ingredients are not in fact organic.He's outraged and accuses Clara, the owner, of gross corruption.She calmly replies that if the customers can't tell the difference, then there's no reason why the deli can't use cheaper ingredients and save money. 
B) ​When Sara unexpectedly quits without a word of explanation, her coworkers ask Daniel, her manager, why she left.Corporate policy prohibits him from giving the reason, and he says as much.This causes her coworkers to suspect that she was pushed out for shady reasons, and tensions in the office rise.The truth is, Sara moved away to care for her ailing mother. 
C) ​Tommy, a marketer for a test prep company, always tries to enroll as many students as possible in each class, because his yearly bonus is based on sales.This angers Iris, a teacher, whose yearly bonus depends on her average student ratings, because she gets better ratings with smaller classes. 
A) ​While working for an organic deli, Jose discovers that most of the ingredients are not in fact organic.He's outraged and accuses Clara, the owner, of gross corruption.She calmly replies that if the customers can't tell the difference, then there's no reason why the deli can't use cheaper ingredients and save money. 
B) ​When Sara unexpectedly quits without a word of explanation, her coworkers ask Daniel, her manager, why she left.Corporate policy prohibits him from giving the reason, and he says as much.This causes her coworkers to suspect that she was pushed out for shady reasons, and tensions in the office rise.The truth is, Sara moved away to care for her ailing mother. 
C) ​Tommy, a marketer for a test prep company, always tries to enroll as many students as possible in each class, because his yearly bonus is based on sales.This angers Iris, a teacher, whose yearly bonus depends on her average student ratings, because she gets better ratings with smaller classes.

Question 20

What is the term for someone who investigates complaints and mediates fair settlements between aggrieved parties?

Accepted Answer

A)  euphonium 
B)  odium 
C)  autobahn 
D)  ottoman 
E)  ombudsman 
A)  euphonium 
B)  odium 
C)  autobahn 
D)  ottoman 
E)  ombudsman

The avoiding strategy entails a _ concern for your interests and a _ concern for the interests of the other party.

________ conflict is destructive conflict focused on emotions and differences between the two parties.

Which of the following is NOT a recommended conflict resolution behavior?

______________ is adisagreement through which two or more parties perceive a threat to their interests, needs, or concerns.

Saying, "Maybe we can meet in the middle" or "I'm willing to reconsider my initial position" reflects a ________ conflict management style.

In the third stage of Glasl's model of conflict escalation, ________, the idea that "talking no longer helps" emerges and the conflict begins to get destructive.

Which conflict resolution behavior reflects the fact that by focusing on the outcome, the root cause of the conflict is more likely to be addressed?

Define and discuss the five styles of managing conflict, using examples.Be sure to include the level of importance each style places on the opponent's interests.

In the eighth stage of Glasl's model of conflict escalation, ________, the goal becomes destruction and dissolution of the system.

Conflict has a tendency to ________, which occurs when one party involved in a conflict first uses an aggressive tactic or begins using more aggressive tactics the other party.

________ conflict occurs due to personality differences.

Which conflict resolution strategy entails ignoring the conflict or denying that it exists?

In the sixth stage of Glasl's model of conflict escalation, ________, ultimatums are made and conflict escalation accelerates.

By definition, __________ conflict occurs across different hierarchical levels in the organization.

Which of the following is the chief advantage of arbitration?

The results of arbitration are legally binding.

When mediating a conflict, you should ask leading questions.

Matching Match each of the following scenarios with the type of conflict it most clearly illustrates. -values conflict

What is the term for someone who investigates complaints and mediates fair settlements between aggrieved parties?

An Overview of Organizational Behavior

The Changing Environment of Organizations

Individual Differences

Individual Values, Perceptions, and Reactions

Motivating Behavior

Motivating Behavior with Work and Rewards

Groups and Teams

Decision Making and Problem Solving

Communication

Traditional Leadership Approaches

Contemporary Views of Leadership in Organizations

Power, Influence, and Politics

Organizational Structure and Design

Organizational Culture

Organization Change and Change Management

Filters

Exam 10: Managing Conflict and Negotiating

The avoiding strategy entails a _________ concern for your interests and a _________ concern for the interests of the other party.

________ conflict is destructive conflict focused on emotions and differences between the two parties.

Which of the following is NOT a recommended conflict resolution behavior?

______________ is adisagreement through which two or more parties perceive a threat to their interests, needs, or concerns.

Saying, "Maybe we can meet in the middle" or "I'm willing to reconsider my initial position" reflects a ________ conflict management style.

In the third stage of Glasl's model of conflict escalation, ________, the idea that "talking no longer helps" emerges and the conflict begins to get destructive.

Which conflict resolution behavior reflects the fact that by focusing on the outcome, the root cause of the conflict is more likely to be addressed?

Define and discuss the five styles of managing conflict, using examples.Be sure to include the level of importance each style places on the opponent's interests.

In the eighth stage of Glasl's model of conflict escalation, ________, the goal becomes destruction and dissolution of the system.

Conflict has a tendency to ________, which occurs when one party involved in a conflict first uses an aggressive tactic or begins using more aggressive tactics the other party.

________ conflict occurs due to personality differences.

Which conflict resolution strategy entails ignoring the conflict or denying that it exists?

In the sixth stage of Glasl's model of conflict escalation, ________, ultimatums are made and conflict escalation accelerates.

By definition, __________ conflict occurs across different hierarchical levels in the organization.

Which of the following is the chief advantage of arbitration?

The results of arbitration are legally binding.

When mediating a conflict, you should ask leading questions.

Matching ​Match each of the following scenarios with the type of conflict it most clearly illustrates. -​values conflict

What is the term for someone who investigates complaints and mediates fair settlements between aggrieved parties?

An Overview of Organizational Behavior

The Changing Environment of Organizations

Individual Differences

Individual Values, Perceptions, and Reactions

Motivating Behavior

Motivating Behavior with Work and Rewards

Groups and Teams

Decision Making and Problem Solving

Communication

Traditional Leadership Approaches

Contemporary Views of Leadership in Organizations

Power, Influence, and Politics

Organizational Structure and Design

Organizational Culture

Organization Change and Change Management

Filters

The avoiding strategy entails a _ concern for your interests and a _ concern for the interests of the other party.

Matching Match each of the following scenarios with the type of conflict it most clearly illustrates. -values conflict