Exam 11: Handling Difficult Conversations, Conflict, and Negotiation

Effective managers learn to surface rather than avoid or suppress personal differences.

When people get angry or upset during a negotiation, they ____.

The most important step of a difficult conversation is ___.

___ is a formal process of discussion used to reach an agreement between parties in conflict.

Which approach is the preferred style of negotiation?

The design team shares an open office in which all of their workstations are arranged around a central conference table in one big room. Because they are the creative talent in the company, many of the designers bring in toys, games, posters, and other items to inspire creativity. They work long hours, so there is often a lot of food, such as boxes of donuts and pizza, lying around. Most of the team members love their work environment, but Kerri hates what she calls the "disgusting mess." This is an example of which type of conflict?

Which of the following is an example of a difficult conversation?

Conflict refers to antagonistic interaction in which one party, in order to achieve its goals, will prevent or block the intentions or goals of another.

When leading a crucial conversation, you can use a step-by-step technique called the ___ model.

Travis is a manager at an aircraft engine repair company. There is a problem with one of the repairs that requires input from many team members. How should Travis solve the problem?

The ILETS model stands for: Introduce the topic, Listen to the other person, Empathize, Talk, Solve the Problem.

Maxine, the shift supervisor, was upset that her team had finished 10 fewer assemblies than they were expected to finish during their shift. But before taking any action, she decided to first use inquiry, which meant she:

In a negotiation, you should focus on ____.

How do viewpoints look when robust dialogue is being used?

When a negotiator is inexperienced or feels intimidated by the other side, he tends to ____.

What negotiation approach is described by the following situation: Sean has some extra cash and he wants to buy a new car. Sarah is desperate for cash so she puts her car up for sale, and Sean exploits this to get a great price.

When the ___ approach is used, one party gets something he wants and the other party gives up something he has.

A conversation that is in disagreement can go one of two ways: debate/discussion or dialogue.

Which of the following forces work against positive relationships in organizations?

Another way of thinking about the "L" in the ILETS model would be: