ch14 ob14 conflict negotiation

54
1 Copyright © 2011 Pearson Education, Inc. Organizational Behavior, 14e (Robbins/Judge) Chapter 14 Conflict and Negotiation 1) If no one is aware of conflict, it is generally agreed that ________. A) employee-employer relations will be good B) conflict is subversive C) no conflict exists D) conflict is inevitable E) conflict is psychologically driven as opposed to physically manifest Answer: C Explanation: Common to most is the idea that conflict is a perception. If no one is aware of a conflict, then it is generally agreed no conflict exists. Diff: 1 Page Ref: 454 Topic: A Definition of Conflict Skill: AACSB: Analytic Skills Objective: Conflict Quest. Category: Concept/Definitional LO: 1 2) Which of the following is not included in the definition of conflict? A) perception B) disruption of tasks C) something that is cared about D) negative effects E) incompatibility Answer: B Explanation: Conflict is defined as a process that begins when one party perceives that another party has negatively affected, or is about to negatively affect, something that the first party cares about. Disruption of tasks is not a part of the definition. Diff: 1 Page Ref: 454-455 Topic: A Definition of Conflict Skill: AACSB: Analytic Skills Objective: Conflict Quest. Category: Concept/Definitional LO: 1

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Page 1: Ch14 Ob14 Conflict Negotiation

1

Copyright © 2011 Pearson Education, Inc.

Organizational Behavior, 14e (Robbins/Judge)

Chapter 14 Conflict and Negotiation

1) If no one is aware of conflict, it is generally agreed that ________.

A) employee-employer relations will be good

B) conflict is subversive

C) no conflict exists

D) conflict is inevitable

E) conflict is psychologically driven as opposed to physically manifest

Answer: C

Explanation: Common to most is the idea that conflict is a perception. If no one is aware of a

conflict, then it is generally agreed no conflict exists.

Diff: 1 Page Ref: 454

Topic: A Definition of Conflict

Skill: AACSB: Analytic Skills

Objective: Conflict

Quest. Category: Concept/Definitional

LO: 1

2) Which of the following is not included in the definition of conflict?

A) perception

B) disruption of tasks

C) something that is cared about

D) negative effects

E) incompatibility

Answer: B

Explanation: Conflict is defined as a process that begins when one party perceives that another

party has negatively affected, or is about to negatively affect, something that the first party cares

about. Disruption of tasks is not a part of the definition.

Diff: 1 Page Ref: 454-455

Topic: A Definition of Conflict

Skill: AACSB: Analytic Skills

Objective: Conflict

Quest. Category: Concept/Definitional

LO: 1

Page 2: Ch14 Ob14 Conflict Negotiation

2

Copyright © 2011 Pearson Education, Inc.

3) The traditional view of conflict is the belief that conflict is ________.

A) harmful

B) natural

C) necessary

D) situationally-dependent

E) neutral

Answer: A

Explanation: The traditional view has argued that conflict must be avoided, that it indicates a

malfunctioning within the group. In this school of thought conflict is viewed negatively and

discussed with such terms as violence, destruction, and irrationality to reinforce its negative

connotation.

Diff: 2 Page Ref: 455

Topic: Transitions in Conflict Thought

Skill: AACSB: Analytic Skills

Objective: Traditional View of Conflict

Quest. Category: Concept/Definitional

LO: 2

4) The traditional view of conflict argues that conflict ________.

A) cannot be avoided

B) helps to generate discussion

C) can be avoided

D) improves productivity

E) must be avoided

Answer: E

Explanation: The traditional view has argued that conflict must be avoided, that it indicates a

malfunctioning within the group. In this school of thought conflict is viewed negatively and

discussed with such terms as violence, destruction, and irrationality to reinforce its negative

connotation.

Diff: 2 Page Ref: 455

Topic: Transitions in Conflict Thought

Skill: AACSB: Analytic Skills

Objective: Traditional View of Conflict

Quest. Category: Concept/Definitional

LO: 2

Page 3: Ch14 Ob14 Conflict Negotiation

3

Copyright © 2011 Pearson Education, Inc.

5) Which one of the following is not a term used to describe conflict in the traditional view?

A) violence

B) apathetic

C) destruction

D) harmful

E) irrationality

Answer: B

Explanation: The traditional view has argued that conflict must be avoided, that it indicates a

malfunctioning within the group. In this school of thought conflict is viewed negatively and

discussed with such terms as violence, destruction, and irrationality to reinforce its negative

connotation.

Diff: 2 Page Ref: 455

Topic: Transitions in Conflict Thought

Skill: AACSB: Analytic Skills

Objective: Traditional View of Conflict

Quest. Category: Concept/Definitional

LO: 2

6) Which of the following is not a cause of conflict, according to the traditionalist view?

A) general poor communication between people

B) lack of openness in the organization

C) trust between people in the organization

D) management failure to be responsive to employee needs

E) management failure to be responsive to employee aspirations

Answer: C

Explanation: According to the traditionalist view, conflict is a dysfunctional outcome resulting

from poor communication, a lack of openness and trust between people, and the failure of

managers to be responsive to the needs and aspirations of their employees.

Diff: 2 Page Ref: 455

Topic: Transitions in Conflict Thought

Skill: AACSB: Analytic Skills

Objective: Traditional View of Conflict

Quest. Category: Concept/Definitional

LO: 2

Page 4: Ch14 Ob14 Conflict Negotiation

4

Copyright © 2011 Pearson Education, Inc.

7) According to the interactionist's perspective, a group that functions without conflict is

________.

A) living up to behavioral ideals

B) prone to becoming static and apathetic

C) likely to be responsive to the need for change and innovation

D) the most productive

E) a rare phenomenon

Answer: B

Explanation: The interactionist view of conflict encourages conflict on the grounds that a

harmonious, peaceful, tranquil, and cooperative group is prone to becoming static, apathetic, and

unresponsive to needs for change and innovation.

Diff: 2 Page Ref: 455

Topic: Transitions in Conflict Thought

Skill: AACSB: Analytic Skills

Objective: Interactionist View of Conflict

Quest. Category: Concept/Definitional

LO: 2

8) The ________ view of conflict argues that conflict is necessary for a group to perform

effectively.

A) human relations

B) interactionist

C) traditional

D) functional

E) reactive

Answer: B

Explanation: The interactionist view of conflict encourages conflict on the grounds that a

harmonious, peaceful, tranquil, and cooperative group is prone to becoming static, apathetic, and

unresponsive to needs for change and innovation. The major contribution of this view is

recognizing that a minimal level of conflict can help keep a group viable, self critical, and

creative.

Diff: 2 Page Ref: 455

Topic: Transitions in Conflict Thought

Skill: AACSB: Analytic Skills

Objective: Interactionist View of Conflict

Quest. Category: Concept/Definitional

LO: 2

Page 5: Ch14 Ob14 Conflict Negotiation

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Copyright © 2011 Pearson Education, Inc.

9) Encouraging group leaders to maintain an ongoing minimum level of conflict is part of the

________ view of conflict.

A) functional

B) traditional

C) human relations

D) interactionist

E) conjunctivist

Answer: D

Explanation: The interactionist view of conflict encourages conflict on the grounds that a

harmonious, peaceful, tranquil, and cooperative group is prone to becoming static, apathetic, and

unresponsive to needs for change and innovation.

Diff: 2 Page Ref: 455

Topic: Transitions in Conflict Thought

Skill: AACSB: Analytic Skills

Objective: Interactionist View of Conflict

Quest. Category: Concept/Definitional

LO: 2

10) Which of the following types of conflict identified by the interactionist view is the least

functional and the most damaging to productivity?

A) task

B) organizational

C) relationship

D) process

E) institutional

Answer: C

Explanation: Relationship conflict focuses on interpersonal relationships. Studies demonstrate

that relationship conflicts are almost always dysfunctional. It appears that the friction and

interpersonal hostilities inherent in relationship conflicts increase personality clashes and

decrease mutual understanding, which hinders the completion of organizational tasks.

Diff: 2 Page Ref: 455

Topic: Transitions in Conflict Thought

Skill: AACSB: Analytic Skills

Objective: Interactionist View of Conflict

Quest. Category: Concept/Definitional

LO: 2

Page 6: Ch14 Ob14 Conflict Negotiation

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Copyright © 2011 Pearson Education, Inc.

11) ________ conflict supports the goals of the group and improves its performance.

A) Formal

B) Informal

C) Functional

D) Dysfunctional

E) Reactive

Answer: C

Explanation: The interactionist view does not propose that all conflicts are good. Rather,

functional conflict supports the goals of the group and improves its performance and is, thus, a

constructive form of conflict. A conflict that hinders group performance is a destructive or

dysfunctional conflict.

Diff: 1 Page Ref: 455

Topic: Transitions in Conflict Thought

Skill: AACSB: Analytic Skills

Objective: Functional Conflict

Quest. Category: Concept/Definitional

LO: 2

12) Conflict that relates to the content and goals of work is termed ________ conflict.

A) job

B) task

C) relationship

D) process

E) communication

Answer: B

Explanation: Task conflict relates to the content and goals of the work. Low to moderate levels

of task conflict stimulate discussion of ideas. This means task conflicts relate positively to

creativity and innovation, but not to routine task performance. Task conflict is related to positive

outcomes only when all members share the same goals and have high levels of trust.

Diff: 2 Page Ref: 455-456

Topic: Transitions in Conflict Thought

Skill: AACSB: Analytic Skills

Objective: Process Conflict

Quest. Category: Concept/Definitional

LO: 2

Page 7: Ch14 Ob14 Conflict Negotiation

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Copyright © 2011 Pearson Education, Inc.

13) ________ conflicts are almost always dysfunctional.

A) Task

B) Job

C) Relationship

D) Process

E) Functional

Answer: C

Explanation: Relationship conflict focuses on interpersonal relationships. Studies demonstrate

that relationship conflicts are almost always dysfunctional. It appears that the friction and

interpersonal hostilities inherent in relationship conflicts increase personality clashes and

decrease mutual understanding, which hinders the completion of organizational tasks.

Diff: 2 Page Ref: 455

Topic: Transitions in Conflict Thought

Skill: AACSB: Analytic Skills

Objective: Relationship Conflict

Quest. Category: Concept/Definitional

LO: 2

14) For process conflict to be productive, it must be ________.

A) kept high

B) kept low

C) kept at low-to-moderate levels

D) kept at moderate levels

E) subject to managerial control

Answer: B

Explanation: Low levels of process conflict and low to moderate levels of task conflict can be

functional, but only in very specific cases. For process conflict to be productive, it must be kept

low.

Diff: 2 Page Ref: 455

Topic: Transitions in Conflict Thought

Skill: AACSB: Analytic Skills

Objective: Process Conflict

Quest. Category: Concept/Definitional

LO: 2

Page 8: Ch14 Ob14 Conflict Negotiation

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Copyright © 2011 Pearson Education, Inc.

15) For task conflict to be productive, it should be ________.

A) kept high

B) kept low

C) kept at low-to-moderate levels

D) kept at moderate levels

E) subject to managerial control

Answer: C

Explanation: Task conflict relates to the content and goals of the work. Low to moderate levels

of task conflict stimulate discussion of ideas. This means task conflicts relate positively to

creativity and innovation, but not to routine task performance. Task conflict is related to positive

outcomes only when all members share the same goals and have high levels of trust.

Diff: 2 Page Ref: 455

Topic: Transitions in Conflict Thought

Skill: AACSB: Analytic Skills

Objective: Task Conflict

Quest. Category: Concept/Definitional

LO: 2

16) Which of the following is not one of the problems that occurs when conflict is encouraged?

A) increased group viability

B) time lost on the job

C) lingering hurt feelings

D) increased employee stress

E) reductions in cooperation

Answer: A

Explanation: Workplace conflicts are not productive, they take time away from job tasks or

interacting with customers, and hurt feelings and anger often linger. Conflicts produce stress.

Studies show that all conflicts reduce trust, respect, and cohesion in groups, which reduces their

long-term viability.

Diff: 2 Page Ref: 456

Topic: Transitions in Conflict Thought

Skill: AACSB: Analytic Skills

Objective: Traditional View of Conflict

Quest. Category: Concept/Definitional

LO: 2

Page 9: Ch14 Ob14 Conflict Negotiation

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Copyright © 2011 Pearson Education, Inc.

17) The ________ perspective focuses on productive conflict resolution starting both before and

after the behavioral stage of conflict occurs, in order to minimize the negative effects on the

organization.

A) interactionist conflict

B) task conflict

C) managed conflict

D) process conflict

E) traditional conflict

Answer: C

Explanation: The managed conflict perspective does recognize that conflict is probably

inevitable in most organizations, and it focuses more on productive conflict resolution. It strives

to find constructive methods for resolving conflicts productively so their disruptive influence can

be minimized.

Diff: 2 Page Ref: 456-457

Topic: Transitions in Conflict Thought

Skill: AACSB: Analytic Skills

Objective: Traditional View of Conflict

Quest. Category: Concept/Definitional

LO: 2

18) The first stage of the conflict process is termed ________.

A) cognition and personalization

B) behavioral manifestation

C) potential opposition or incompatibility

D) intention

E) habituation

Answer: C

Explanation: The first step in the conflict process, potential opposition or incompatibility, is the

appearance of conditions that create opportunities for conflict to arise. They need not lead

directly to conflict, but one of these conditions is necessary if conflict is to surface.

Diff: 2 Page Ref: 457

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Potential Opposition or Incompatibility

Quest. Category: Concept/Definitional

LO: 3

Page 10: Ch14 Ob14 Conflict Negotiation

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Copyright © 2011 Pearson Education, Inc.

19) The categories of causes or sources of conflict include all of the following except ________.

A) communication

B) structure

C) group interaction

D) personal variables

E) All of the above are causes or sources of conflict.

Answer: C

Explanation: The conditions (causes or sources of conflict) have been condensed into three

general categories: communication, structure, and personal variables. Group interaction is not

considered a source of conflict.

Diff: 2 Page Ref: 457

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Sources of Conflict

Quest. Category: Concept/Definitional

LO: 3

20) Which of the following is not considered one of the potential sources of conflict?

A) too much communication

B) group size and specialization

C) value similarities

D) short job tenure

E) too little communication

Answer: C

Explanation: The potential for conflict increases when either too little or too much

communication takes place. Size and specialization can stimulate conflict. Tenure and conflict

have been found to be inversely related; the potential for conflict is greatest when group

members are younger and when turnover is high. Value similarities do not cause conflict.

Diff: 2 Page Ref: 457-458

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Sources of Conflict

Quest. Category: Concept/Definitional

LO: 3

Page 11: Ch14 Ob14 Conflict Negotiation

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Copyright © 2011 Pearson Education, Inc.

21) High job specialization can lead to ________ conflict.

A) communication

B) structural

C) personal-variable

D) job-related

E) team

Answer: B

Explanation: Structural conflict includes variables such as size, degree of specialization in the

tasks assigned to group members, jurisdictional clarity, member–goal compatibility, leadership

styles, reward systems, and the degree of dependence between groups.

Diff: 2 Page Ref: 458

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Structure

Quest. Category: Concept/Definitional

LO: 3

22) Stage II of the conflict process deals with conflict being ________.

A) perceived and felt

B) apparent and experienced

C) expressed and perceived

D) overt and covert

E) internalized

Answer: A

Explanation: The potential for opposition or incompatibility becomes actualized in the second

stage. Because a conflict is a perceived conflict does not mean it is personalized. It is at the felt

conflict level, when individuals become emotionally involved, that parties experience anxiety,

tension, frustration, or hostility.

Diff: 2 Page Ref: 459

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Perceived Conflict and Felt Conflict

Quest. Category: Concept/Definitional

LO: 3

Page 12: Ch14 Ob14 Conflict Negotiation

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Copyright © 2011 Pearson Education, Inc.

23) In which stage are conflict issues defined?

A) potential opposition

B) cognition and personalization

C) intuitions

D) behavior

E) reaction and transference

Answer: B

Explanation: Stage II is important because it's where conflict issues tend to be defined. This is

the point when the parties decide what the conflict is about.

Diff: 2 Page Ref: 459

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Cognition and Personalization

Quest. Category: Concept/Definitional

LO: 3

24) ________ intervene(s) between people's perceptions and their overt behavior.

A) Intuition

B) Intention

C) Cognition

D) Attributions

E) Attitudes

Answer: B

Explanation: Intentions intervene between people's perceptions and emotions and their overt

behavior. They are decisions to act in a given way. We separate out intentions as a distinct stage

because we have to infer the other's intent to know how to respond to his or her behavior.

Diff: 2 Page Ref: 459

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Intentions

Quest. Category: Concept/Definitional

LO: 3

Page 13: Ch14 Ob14 Conflict Negotiation

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Copyright © 2011 Pearson Education, Inc.

25) In assessing intentions, cooperativeness is the degree to which ________.

A) one party attempts to satisfy the other party's concerns

B) one party attempts to resolve conflict

C) both parties work toward a common goal

D) there is an absence of conflict

E) one party can empathize with the other

Answer: A

Explanation: Cooperativeness is the degree to which one party attempts to satisfy the other

party's concerns, and assertiveness is the degree to which one party attempts to satisfy his or her

own concerns.

Diff: 2 Page Ref: 459

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Cooperativeness

Quest. Category: Concept/Definitional

LO: 3

26) The dimension of assertiveness refers to situations ________.

A) in which one party attempts to satisfy his/her own concerns

B) in which there is an expression of competition

C) involving a major behavior change

D) that lead to conflict

E) in which one party behaves generously

Answer: A

Explanation: Cooperativeness is the degree to which one party attempts to satisfy the other

party's concerns, and assertiveness is the degree to which one party attempts to satisfy his or her

own concerns.

Diff: 2 Page Ref: 459

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Assertiveness

Quest. Category: Concept/Definitional

LO: 3

Page 14: Ch14 Ob14 Conflict Negotiation

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Copyright © 2011 Pearson Education, Inc.

27) Which is not one of the five conflict-handling intentions?

A) collaborating

B) competing

C) accommodating

D) avoiding

E) resisting

Answer: E

Explanation: We can identify five conflict-handling intentions: competing (assertive and

uncooperative), collaborating (assertive and cooperative), avoiding (unassertive and

uncooperative), accommodating (unassertive and cooperative), and compromising (midrange on

both assertiveness and cooperativeness).

Diff: 2 Page Ref: 459

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Conflict-Handling Intentions

Quest. Category: Concept/Definitional

LO: 3

28) The conflict-handling intention of collaborating is ________.

A) assertive and uncooperative

B) assertive and cooperative

C) unassertive and uncooperative

D) unassertive and cooperative

E) affective and reflective

Answer: B

Explanation: Collaborating intentions are assertive and cooperative.

Diff: 3 Page Ref: 459

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Collaborating

Quest. Category: Concept/Definitional

LO: 3

29) The conflict-handling intention of avoiding is ________.

A) assertive and uncooperative

B) assertive and cooperative

C) unassertive and uncooperative

D) unassertive and cooperative

E) assertive and reflective

Answer: C

Explanation: Avoiding intentions are unassertive and uncooperative.

Diff: 3 Page Ref: 459

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Avoiding

Quest. Category: Concept/Definitional

LO: 3

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Copyright © 2011 Pearson Education, Inc.

30) The conflict-handling intention of accommodating is ________.

A) assertive and uncooperative

B) assertive and cooperative

C) unassertive and uncooperative

D) unassertive and cooperative

E) reflective and emotional

Answer: D

Explanation: Accommodating intentions are unassertive and cooperative.

Diff: 3 Page Ref: 459

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Accommodating

Quest. Category: Concept/Definitional

LO: 3

31) Which of the following conflict-handling orientations might involve attempting to find a

win-win solution?

A) avoiding

B) collaborating

C) accommodating

D) compromising

E) mollifying

Answer: B

Explanation: In collaborating, the parties intend to solve a problem by clarifying differences

rather than by accommodating various points of view. If you attempt to find a win-win solution

that allows both parties' goals to be completely achieved, that's collaborating.

Diff: 2 Page Ref: 460

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Collaborating

Quest. Category: Concept/Definitional

LO: 3

Page 16: Ch14 Ob14 Conflict Negotiation

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Copyright © 2011 Pearson Education, Inc.

32) Angelina feels that her cubicle neighbor talks too loudly on the phone, but in other ways she

is a great neighbor. Angelina gets annoyed every time her neighbor's phone rings, but she has

decided it's simply not worth the trouble to talk to her neighbor. Angelina's conflict intention is

called ________.

A) competing

B) avoiding

C) accommodating

D) compromising

E) collaborating

Answer: B

Explanation: A person may recognize a conflict exists and want to withdraw from or suppress it.

Examples of avoiding include trying to ignore a conflict and avoiding others with whom you

disagree.

Diff: 2 Page Ref: 460

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Avoiding

Quest. Category: Application

LO: 3

33) Irma does not like a few of the standard operating procedures adapted for the new project.

However, she discussed the items with the team and told them that she realized she was in the

minority and that she would adapt the new procedures to maintain smooth operations within the

team. This type of intention is called ________.

A) sacrificing

B) accommodating

C) collaborating

D) compromising

E) competing

Answer: B

Explanation: A party who seeks to appease an opponent may be willing to place the opponent's

interests above his or her own, sacrificing to maintain the relationship. We refer to this intention

as accommodating. Supporting someone else's opinion despite your reservations about it, for

example, is accommodating.

Diff: 2 Page Ref: 460

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Accommodating

Quest. Category: Application

LO: 3

Page 17: Ch14 Ob14 Conflict Negotiation

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Copyright © 2011 Pearson Education, Inc.

34) In which stage of the conflict process does conflict become visible?

A) illumination

B) intentions

C) potential opposition or incompatibility

D) behavior

E) cognition and personalization

Answer: D

Explanation: When most people think of conflict situations, they tend to focus on Stage IV

because this is where conflicts become visible. The behavior stage includes the statements,

actions, and reactions made by the conflicting parties, usually as overt attempts to implement

their own intentions.

Diff: 2 Page Ref: 461

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Behavior

Quest. Category: Concept/Definitional

LO: 3

35) Conflict management techniques can ________ conflict.

A) resolve

B) stimulate

C) lead to a higher probability of concurrent

D) both resolve and stimulate

E) none of the above

Answer: D

Explanation: Techniques of conflict management include major resolution and stimulation

techniques that allow managers to control conflict levels. Conflict-handling intentions are a

person's methods of translating intentions into comparable behaviors.

Diff: 2 Page Ref: 461

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Conflict-Management Techniques

Quest. Category: Concept/Definitional

LO: 3

Page 18: Ch14 Ob14 Conflict Negotiation

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Copyright © 2011 Pearson Education, Inc.

36) Which of the following is not a conflict-resolution technique?

A) creating superordinate goals

B) appointing a devil's advocate

C) avoiding the conflict

D) exercising authoritative command

E) generating additional resources

Answer: B

Explanation: Creating a shared goal, or a superordinate goal, that cannot be attained without the

cooperation of each of the conflicting parties is one conflict management technique, as is

avoidance. When a conflict is caused by the scarcity of a resource, expansion of the resource can

create a win-win solution. Management also uses its formal authority to resolve the conflict and

then communicates its desires to the parties involved.

Diff: 2 Page Ref: 462

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Conflict-Resolution Techniques

Quest. Category: Concept/Definitional

LO: 3

37) Which of the following is a conflict-stimulation technique?

A) expansion of resources

B) compromise

C) bringing in outsiders

D) exercising authoritative command

E) problem solving

Answer: C

Explanation: Bringing in outsiders, or adding employees to a group whose backgrounds, values,

attitudes, or managerial styles differ from those of present members creates a conflict-

stimulation.

Diff: 1 Page Ref: 462

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Conflict-Stimulation Technique

Quest. Category: Concept/Definitional

LO: 3

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Copyright © 2011 Pearson Education, Inc.

38) What is the overall goal of conflict management?

A) achieving the desired conflict level

B) resolving conflict

C) stimulating conflict

D) identifying conflict

E) assessing the source of conflict

Answer: A

Explanation: Conflict management is defined as the use of resolution and stimulation techniques

to achieve the desired level of conflict.

Diff: 2 Page Ref: 461

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Conflict Management

Quest. Category: Concept/Definitional

LO: 3

39) Which one of the following might not be a functional outcome of the conflict process?

A) stimulates creativity

B) increases innovation

C) fosters environment of self-evaluation

D) relieves tensions

E) avoids risk

Answer: E

Explanation: Conflict is constructive when it improves the quality of decisions, stimulates

creativity and innovation, encourages interest and curiosity among group members, provides the

medium through which problems can be aired and tensions released, and fosters an environment

of self-evaluation and change.

Diff: 2 Page Ref: 462

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Functional Outcomes of the Conflict Process

Quest. Category: Concept/Definitional

LO: 3

Page 20: Ch14 Ob14 Conflict Negotiation

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Copyright © 2011 Pearson Education, Inc.

40) Conflict is dysfunctional when it ________.

A) provides a medium to release tension

B) reduces group cohesiveness

C) fosters an environment of self-evaluation

D) provides a means for expressing frustration

E) leads to change

Answer: B

Explanation: Among the more undesirable consequences of dysfunctional conflict are hampered

communication, reductions in group cohesiveness, and subordination of group goals to the

primacy of infighting among members.

Diff: 2 Page Ref: 464

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Dysfunctional Outcomes of the Conflict Process

Quest. Category: Concept/Definitional

LO: 3

41) Negotiation can be defined as a process in which two or more parties exchange goods or

services and attempt to agree upon ________.

A) the exchange rate for those goods and services

B) acceptable bargaining strategies for obtaining the goods and services

C) a model of the negotiation process for resolving differences

D) effective arbitrators for disputes

E) the monetary value of the exchanged items

Answer: A

Explanation: Negotiation can be defined as a process that occurs when two or more parties

decide how to allocate scarce resources and agree on an exchange rate for the resources. The

terms negotiation and bargaining can be used interchangeably.

Diff: 2 Page Ref: 465

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Negotiation

Quest. Category: Concept/Definitional

LO: 4

Page 21: Ch14 Ob14 Conflict Negotiation

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Copyright © 2011 Pearson Education, Inc.

42) The terms negotiation and ________ are used interchangeably.

A) win-lose

B) bargaining

C) collaboration

D) accommodating

E) arbitration

Answer: B

Explanation: Negotiation can be defined as a process that occurs when two or more parties

decide how to allocate scarce resources and agree on an exchange rate for the resources. The

terms negotiation and bargaining can be used interchangeably.

Diff: 1 Page Ref: 465

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Negotiation and Bargaining

Quest. Category: Concept/Definitional

LO: 4

43) The two general approaches to bargaining are known as ________.

A) emotional and rational.

B) affective and reflective

C) distributive and integrative

D) formal and informal.

E) legal and restrictive.

Answer: C

Explanation: There are two general approaches to negotiation, distributive bargaining and

integrative bargaining. In distributive bargaining negotiation seeks to divide up a fixed amount of

resources into a win-lose situation. With integrative bargaining negotiation seeks one or more

settlements that can create a win-win solution.

Diff: 2 Page Ref: 466-469

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Bargaining Strategies

Quest. Category: Concept/Definitional

LO: 5

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44) ________ bargaining is negotiation that seeks to divide a "fixed pie."

A) Distributive

B) Integrative

C) Reflective

D) Affective

E) Conjunctive

Answer: A

Explanation: The essence of distributive bargaining is negotiating over who gets what share of a

fixed pie. Fixed pie refers to a set amount of goods or services to be divvied up. When the pie is

fixed, or parties believe it is, they tend to bargain distributively.

Diff: 2 Page Ref: 467

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Distributive Bargaining

Quest. Category: Concept/Definitional

LO: 5

45) Emma is the labor union negotiator. Today she is meeting with management to discuss the

new five year contract, including wages and benefits. This example of labor-management

negotiations over wages exemplifies which type of bargaining?

A) integrative

B) reflective

C) distributive

D) restrictive

E) affective

Answer: C

Explanation: Probably the most widely cited example of distributive bargaining is labor-

management

negotiations over wages.

Diff: 2 Page Ref: 467

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Distributive Bargaining

Quest. Category: Application

LO: 5

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46) The idea of what a person would like to achieve out of a negotiation is called the ________.

A) resistance point

B) distribution

C) target point

D) bargaining point

E) fixed point

Answer: C

Explanation: Each party in a negotiation has a target point that defines what he or she would like

to achieve. Each also has a resistance point, which marks the lowest outcome that is acceptable,

or the point below which the party would break off negotiations rather than accept a less

favorable settlement.

Diff: 2 Page Ref: 467

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Distributive Bargaining

Quest. Category: Concept/Definitional

LO: 5

47) Integrative bargaining focuses on ________.

A) competition

B) short-term benefits

C) zero-sum gains

D) ensuring balanced inputs

E) long-term relationships

Answer: E

Explanation: In terms of intraorganizational behavior, all things being equal, integrative

bargaining is preferable to distributive bargaining because the former builds long-term

relationships. Integrative bargaining bonds negotiators and allows them to leave the bargaining

table feeling they have achieved a victory. Distributive bargaining, however, leaves one party a

loser.

Diff: 2 Page Ref: 469

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Integrative Bargaining

Quest. Category: Concept/Definitional

LO: 5

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48) The point below which either negotiating party would break off negotiations is known as the

party's ________ point.

A) resistance

B) refusal

C) target

D) negative

E) assistance

Answer: A

Explanation: Each party in a negotiation has a target point that defines what he or she would like

to achieve. Each also has a resistance point, which marks the lowest outcome that is acceptable,

or the point below which the party would break off negotiations rather than accept a less

favorable settlement.

Diff: 2 Page Ref: 467

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Resistance Point

Quest. Category: Concept/Definitional

LO: 5

49) Which bargaining strategy is preferable for use in intraorganizational behavior?

A) positive negotiation

B) distributive bargaining

C) integrative bargaining

D) equal bargaining

E) equity splitting

Answer: C

Explanation: In terms of intraorganizational behavior, all things being equal, integrative

bargaining is preferable to distributive bargaining because the former builds long-term

relationships. Integrative bargaining bonds negotiators and allows them to leave the bargaining

table feeling they have achieved a victory. Distributive bargaining, however, leaves one party a

loser.

Diff: 2 Page Ref: 469

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Integrative Bargaining

Quest. Category: Concept/Definitional

LO: 5

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50) Which of the following is not a step in the negotiation process?

A) definition of ground rules

B) clarification and justification

C) bargaining and problem solving

D) process evaluation

E) preparation and planning

Answer: D

Explanation: Negotiation is made up of five steps: (1) preparation and planning, (2) definition of

ground rules, (3) clarification and justification, (4) bargaining and problem solving, and (5)

closure and implementation.

Diff: 2 Page Ref: 470

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: The Negotiation Process

Quest. Category: Concept/Definitional

LO: 6

51) Your ________ determines the lowest value acceptable to you for a negotiated agreement.

A) BATNA

B) margin of error

C) bid price

D) asking price

E) hidden value

Answer: A

Explanation: As part of your strategy, you should determine your and the other side's best

alternative to a negotiated agreement (BATNA). Your BATNA determines the lowest value

acceptable to you for a negotiated agreement.

Diff: 2 Page Ref: 470

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: BATNA

Quest. Category: Concept/Definitional

LO: 6

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52) During which phase of the negotiation process do the parties exchange their initial proposals

or demands?

A) opening and initiating

B) definition of ground rules

C) clarification and justification

D) bargaining and problem-solving

E) integration of preferences

Answer: B

Explanation: After planning and having developed a strategy, it is important to begin defining

with the other party the ground rules and procedures of the negotiation itself. During this phase,

the parties will also exchange their initial proposals or demands.

Diff: 2 Page Ref: 470-471

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Definition of Ground Rules

Quest. Category: Concept/Definitional

LO: 6

53) Which of the following is not a consideration during the preparation and planning phase of

the negotiation process?

A) the nature of the conflict

B) the history before the conflict

C) who is involved in the conflict

D) defining the ground rules

E) your goals for the outcome

Answer: D

Explanation: Before negotiating it's important to prepare by considering the nature of the

conflict, the history leading up to the negotiation, who's involved and what are their perceptions

of the conflict, what is desired from the negotiation, and what are your goals. After the planning

and preparation phase, both parties determine the ground rules.

Diff: 2 Page Ref: 470

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: The Negotiation Process

Quest. Category: Concept/Definitional

LO: 6

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54) Irma is an HR manager that values "winning" during the salary and benefits negotiation

process when recruiting new hires. Which is the most likely affect of Irma's negotiating process?

A) Irma's new recruits will be more satisfied.

B) Irma's new recruits will be less likely to turn over.

C) Irma's new recruits will begin their jobs with a positive relationship.

D) Irma's new recruits will be less aggressive negotiators for raises.

E) Irma's new recruits will be less committed to the relationship.

Answer: E

Explanation: People who feel good about the process of a job offer negotiation are more satisfied

with their jobs and less likely to turn over a year later regardless of their actual outcomes from

these negotiations. A company that is very successful in negotiating terms of employment that

satisfy it, but not the new hire, pays a price in its long-term relationship with the employee.

Diff: 2 Page Ref: 426

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: The Negotiation Process

Quest. Category: Application

LO: 6

55) Carisa is negotiating for the labor union. Today she is presenting the evidence and papers

that demonstrate the true living wage in the area, the cost of health care for the average worker,

and a pie graph demonstrating how these costs affect the new salary request. In which phase of

the negotiation process is Carisa?

A) preparation and planning

B) definition of ground rules

C) clarification and justification

D) bargaining and problem solving

E) closure and implementation

Answer: C

Explanation: The clarification and justification phase is the opportunity for both parties to

explain, amplify, clarify, bolster, and justify their original demands. It's an opportunity for

educating and informing each other on the issues, why they are important, and how the initial

demands were determined. At this point documentation that helps support each position is

presented.

Diff: 2 Page Ref: 471

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: The Negotiation Process

Quest. Category: Application

LO: 6

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56) Antonio is filling out the paperwork to select his health care benefits from a package.

Meanwhile the HR manager is discussing with the department head the location of Antonio's

office, which will have a window. In which phase of the negotiation process is Antonio?

A) preparation and planning

B) definition of ground rules

C) clarification and justification

D) bargaining and problem solving

E) closure and implementation

Answer: E

Explanation: Antonio is in the final step in the negotiation process in which he is formalizing the

agreement that has been worked out and developing any procedures necessary for

implementation and monitoring. This requires hammering out the specifics in a formal

contract.

Diff: 2 Page Ref: 471

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: The Negotiation Process

Quest. Category: Application

LO: 6

57) Which of the following is not an individual factor that influences the effectiveness of a

negotiator?

A) personality

B) mood

C) gender

D) age

E) emotions

Answer: D

Explanation: Three factors influence how effectively individuals negotiate: personality,

mood/emotions, and gender.

Diff: 2 Page Ref: 471

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Individual Differences

Quest. Category: Concept/Definitional

LO: 7

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58) Which of the following personality types is generally recognized as the best type of

distributive negotiator?

A) agreeable extrovert

B) disagreeable extrovert

C) disagreeable introvert

D) agreeable introvert

E) personality does not affect negotiating

Answer: C

Explanation: Negotiators who are agreeable or extroverted are not very successful in distributive

bargaining. Extroverts are friendly and share too much information. Agreeable people desire to

cooperate. The best distributive bargainer appears to be a disagreeable introvert, someone more

interested in the outcome than in pleasing the other party.

Diff: 2 Page Ref: 471

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Individual Differences

Quest. Category: Concept/Definitional

LO: 7

59) Alberto, an hourly employee, is negotiating his vacation schedule with his boss. When his

boss tells him that he might not be able to take two weeks off in April, Alberto gets angry and

begins to justify why he should be given the vacation time. Which of the following best explains

how Alberto's emotions will affect the negotiation process?

A) negative affect / equal status / integrative bargaining

B) positive affect / position of power / distributive bargaining

C) negative affect / subordinate employee / distributive bargaining

D) positive affect / subordinate employee / distributive bargaining

E) negative affect / position of power / distributive bargaining

Answer: C

Explanation: Alberto is a subordinate employee in a distributive bargaining situation. In

distributive negotiations, it appears that negotiators in a position of power or equal status who

show anger negotiate better outcomes. On the other hand, for those in a less powerful position,

displaying anger leads to worse outcomes.

Diff: 2 Page Ref: 472

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Individual Differences

Quest. Category: Application

LO: 7

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60) Beatrice is negotiating the terms of a project with a new client. Hubert is negotiating the

terms for a different part of the project with the client as well. Both Beatrice and Hubert feel that

the client has highly unreasonable deadline expectations. Based on gender differences in

negotiating, which of the following outcomes is most likely?

A) Hubert is not able to change the deadline, but Beatrice gets a two day extension.

B) Beatrice is not able to change the deadline, but Hubert gets a two day extension.

C) Beatrice and Hubert are both able to negotiate a two day extension.

D) Neither Beatrice or Hubert are able to negotiate more time from the client.

E) Beatrice refuses to take the project due to the unreasonable deadline.

Answer: B

Explanation: Evidence shows that men have been found to negotiate better outcomes than

women, therefore, it is likely that Beatrice would not negotiate an extension, but that Hubert

would. It is unlikely that Beatrice would walk away from the project because she values the

relationship with the client.

Diff: 2 Page Ref: 472-473

Topic: Negotiation

Skill: AACSB: Analytic Skills; Multicultural and Diversity

Objective: Individual Differences

Quest. Category: Application

LO: 7

61) Which of the following is most likely to promote the success of mediation?

A) high motivation of the disputing parties

B) extensive experience of the mediator

C) high level of conflict intensity

D) shared perceptions of the mediator as coercive

E) shared perceptions of the mediator as biased

Answer: A

Explanation: The situation is the key to whether mediation will succeed; the conflicting parties

must be motivated to bargain and resolve their conflict.

Diff: 2 Page Ref: 474

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Mediation

Quest. Category: Concept/Definitional

LO: 8

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62) Which of the following methods of third-party negotiation always results in a settlement?

A) mediation

B) consultancy

C) arbitration

D) conciliation

E) execution

Answer: C

Explanation: An arbitrator is a third party with the authority to dictate an agreement. Arbitration

can be voluntary or compulsory. The big plus of arbitration over mediation is that it always

results in a settlement.

Diff: 2 Page Ref: 474

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Arbitration

Quest. Category: Concept/Definitional

LO: 8

63) What factor would most likely increase the negative impact of an arbitration session?

A) limited options of the arbitrator

B) heavy-handedness of the arbitrator

C) compulsory nature of the arbitration

D) voluntary nature of the arbitration

E) establishment of an agreement that is non-binding

Answer: B

Explanation: Whether or not there is a negative side depends on how heavy handed the arbitrator

appears. If one party is left feeling overwhelmingly defeated, that party is certain to be

dissatisfied and unlikely to graciously accept the arbitrator's decision.

Diff: 2 Page Ref: 474

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Arbitration

Quest. Category: Concept/Definitional

LO: 8

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64) In third-party negotiations, a third party who provides an informal communication link

between the negotiator and the opponent is known as a(n) ________.

A) mediator

B) arbitrator

C) consultant

D) conciliator

E) executor

Answer: D

Explanation: A conciliator is a trusted third party who provides an informal communication link

between the negotiator and the opponent. In practice, conciliators typically act as more than mere

communication conduits. They also engage in factfinding, interpret messages, and persuade

disputants to develop agreements.

Diff: 2 Page Ref: 475

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Conciliator

Quest. Category: Concept/Definitional

LO: 8

65) A Chinese manager is more likely to use which of the following techniques of conflict

management?

A) direct confrontation

B) authoritative command

C) avoidance

D) communication

E) competing tactics

Answer: C

Explanation: To preserve peaceful relationships, collectivists will avoid direct expression of

conflicts, preferring to use more indirect methods for resolving differences of opinion. Whereas

U.S. managers are more likely to use competing tactics in the face of conflicts, compromising

and avoiding are the most preferred methods of conflict management in China.

Diff: 2 Page Ref: 475

Topic: Negotiation

Skill: AACSB: Analytic Skills; Multicultural and Diversity

Objective: Global Implications

Quest. Category: Application

LO: 9

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66) You are negotiating a parts contract with a foreign man who represents a foreign supplier.

During the negotiation, the man constantly shakes his head "no", interrupts often, and frequently

pats you on the back, or clutches your arm. From which country is the other negotiator?

A) China

B) Japan

C) U.S.

D) Canada

E) Brazil

Answer: E

Explanation: In a study that looked at verbal and nonverbal negotiation tactics exhibited by

North Americans, Japanese, and Brazilians during half-hour bargaining sessions, the Brazilians

on average said "no" much more often, were never silent, interrupted 2.5 to 3 times more often,

and touched each other almost 5 times every half hour.

Diff: 2 Page Ref: 476

Topic: Negotiation

Skill: AACSB: Analytic Skills; Multicultural and Diversity

Objective: Global Implications

Quest. Category: Application

LO: 9

67) The traditional view toward conflict seeks to retain the functional conflict in a group.

Answer: FALSE

Explanation: One school of thought has argued that conflict must be avoided, that it indicates a

malfunctioning within the group. This is called the traditional view.

Diff: 2 Page Ref: 454

Topic: Transitions in Conflict Thought

Skill: AACSB: Analytic Skills

Objective: Traditional View of Conflict

Quest. Category: Concept/Definitional

LO: 2

68) For process conflict to be productive, it must be active and significant.

Answer: FALSE

Explanation: Process conflict relates to how the work gets done. For process conflict to be

productive, it must be kept low. Intense arguments about who should do what become

dysfunctional when they create uncertainty about task roles, increase the time to complete tasks,

and lead to members working at cross-purposes.

Diff: 3 Page Ref: 455

Topic: Transitions in Conflict Thought

Skill: AACSB: Analytic Skills

Objective: Process Conflict

Quest. Category: Concept/Definitional

LO: 2

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69) The potential for conflict can actually be increased if too much information is

communicated.

Answer: TRUE

Explanation: Research has further demonstrated a surprising finding: The potential for conflict

increases when either too little or too much communication takes place. Apparently, an increase

in communication is functional up to a point, after which it is possible to overcommunicate, with

a resultant increase in the potential for conflict.

Diff: 2 Page Ref: 458

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Communication

Quest. Category: Concept/Definitional

LO: 3

70) Once a conflict is perceived, it is automatically personalized.

Answer: FALSE

Explanation: In the definition of conflict, one or more of the parties must be aware that

antecedent conditions exist. However, because a conflict is a perceived conflict does not mean it

is personalized. In other words, "A may be aware that B and A are in serious disagreement . . . but

it may not make A tense or anxious, and it may have no effect whatsoever on A's affection

toward B."

Diff: 2 Page Ref: 459

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Personalization

Quest. Category: Concept/Definitional

LO: 3

71) Avoidance of conflict involves playing down differences while emphasizing common

interests between the conflicting parties.

Answer: FALSE

Explanation: Avoiding is when a person may recognize a conflict exists and want to withdraw

from or suppress it. Examples of avoiding include trying to ignore a conflict and avoiding others

with whom you disagree. Smoothing is playing down differences while emphasizing common

interests between the conflicting parties.

Diff: 2 Page Ref: 462

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Conflict-Resolution Techniques

Quest. Category: Concept/Definitional

LO: 3

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72) One common ingredient in organizations that successfully create functional conflict is that

they reward dissent and punish conflict avoiders.

Answer: TRUE

Explanation: This statement is true. Groups that resolve conflicts successfully discuss

differences of opinion openly and are prepared to manage conflict when it arises. An open

discussion makes it much easier to develop a shared perception of the problems at hand; it also

allows groups to work toward a mutually acceptable solution. Managers need to emphasize

shared interests in resolving conflicts, so groups that disagree with one another don't become too

entrenched in their points of view and start to take the conflicts personally.

Diff: 2 Page Ref: 465

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Creating Functional Conflict

Quest. Category: Concept/Definitional

LO: 3

73) Negotiation is a process that begins when one party perceives that another party has

negatively affected, or is about to negatively affect, something that the first party cares about.

Answer: FALSE

Explanation: We can define negotiation as a process that occurs when two or more parties

decide how to allocate scarce resources.

Diff: 2 Page Ref: 465

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Negotiation

Quest. Category: Concept/Definitional

LO: 4

74) There are two general approaches to negotiation: distributive bargaining and integrative

bargaining.

Answer: TRUE

Explanation: There are two general approaches to negotiation, distributive bargaining and

integrative bargaining. They differ in their goal and motivation, focus, interests, information

sharing, and duration of relationship

Diff: 2 Page Ref: 466

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Bargaining Strategies

Quest. Category: Concept/Definitional

LO: 5

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75) If the aspiration ranges of two parties overlap, then a settlement range for the conflict exists.

Answer: TRUE

Explanation: Each party in a negotiation has a target point that defines what he or she would like

to achieve. Each also has a resistance point, which marks the lowest outcome that is acceptable,

the point below which the party would break off negotiations rather than accept a less favorable

settlement. The area between these two points makes up each one's aspiration range. As long as

there is some overlap between A's and B's aspiration ranges, there exists a settlement range in

which each one's aspirations can be met.

Diff: 2 Page Ref: 467

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: The Bargaining Zone

Quest. Category: Concept/Definitional

LO: 5

76) Even when their performance and the outcomes they achieve are similar to men, female

managers demonstrate less confidence in anticipating their negotiations and are less satisfied

with their performance after the process is complete.

Answer: TRUE

Explanation: Evidence also suggests women's own attitudes and behaviors hurt them in

negotiations. Managerial women demonstrate less confidence in anticipation of negotiating and

are less satisfied with their performance afterward, even when their performance and the

outcomes they achieve are similar to those for men.

Diff: 2 Page Ref: 473

Topic: Negotiation

Skill: AACSB: Multicultural and Diversity

Objective: Gender and Conflict

Quest. Category: Concept/Definitional

LO: 7

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77) In third party negotiations, a consultant's role is not to settle the issues, but, rather, to

improve relations between the conflicting parties so that they can reach a settlement themselves.

Answer: TRUE

Explanation: A consultant is a skilled and impartial third party who attempts to facilitate

problem solving through communication and analysis, aided by a knowledge of conflict

management. Unlike other third parties, the consultant does not try to settle the issues but rather

works to improve relationships between the conflicting parties so they can reach a settlement

themselves. Instead of putting forward specific solutions, the consultant tries to help the parties

learn to understand and work with each other.

Diff: 2 Page Ref: 475

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Consultant

Quest. Category: Concept/Definitional

LO: 8

It seems that your work group is in conflict much of the time. One colleague has suggested that

you, as the supervisor, are responsible for eliminating the conflict so that your work group can

function harmoniously. Another colleague has suggested that conflict is good for stimulating

creativity and productivity within the work environment. You are unsure about whether you

should try to eliminate the conflict within your group or learn to deal with it positively.

78) If you support the idea that conflict should be eliminated, you are supporting which of the

following views of conflict?

A) the traditional view

B) the human relations view

C) the interactionist view

D) the moderated acceptance view

E) the positivistic view

Answer: A

Explanation: The traditional view has argued that conflict must be avoided, that it indicates a

malfunctioning within the group. In this school of thought conflict is viewed negatively and

discussed with such terms as violence, destruction, and irrationality to reinforce its negative

connotation.

Diff: 2 Page Ref: 455

Topic: Application of Transitions in Conflict Thought and Functional Conflict

Skill: AACSB: Analytic Skills

Objective: Traditional View of Conflict

Quest. Category: Application

LO: 2

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79) You decide to do more research on the view that conflict should be encouraged as a means to

achieve change and innovation. This view is termed ________.

A) the traditional view

B) the human relations view

C) the interactionist view

D) the acceptance view

E) the promotional view

Answer: C

Explanation: The interactionist view of conflict encourages conflict on the grounds that a

harmonious, peaceful, tranquil, and cooperative group is prone to becoming static, apathetic, and

unresponsive to needs for change and innovation. The major contribution of this view is

recognizing that a minimal level of conflict can help keep a group viable, self critical, and

creative.

Diff: 2 Page Ref: 455-456

Topic: Application of Transitions in Conflict Thought and Functional Conflict

Skill: AACSB: Analytic Skills

Objective: Interactionist View of Conflict

Quest. Category: Application

LO: 2

80) You have decided to allow the conflict to exist so long as it doesn't hinder group

performance. You will try to eliminate ________ conflict.

A) functional

B) dysfunctional

C) task

D) individualized

E) non-communicative

Answer: B

Explanation: A conflict that hinders group performance is a destructive or dysfunctional conflict.

Diff: 1 Page Ref: 455

Topic: Application of Transitions in Conflict Thought and Functional Conflict

Skill: AACSB: Analytic Skills

Objective: Dysfunctional Conflict

Quest. Category: Application

LO: 2

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81) When your work group disagrees, the disagreements usually concern how the group's work

should be accomplished. The type of conflict experienced by your group is ________.

A) task conflict

B) relationship conflict

C) process conflict

D) traditional conflict

E) reactive conflict.

Answer: C

Explanation: Process conflict relates to how the work gets done.

Diff: 2 Page Ref: 455

Topic: Application of Transitions in Conflict Thought and Functional Conflict

Skill: AACSB: Analytic Skills

Objective: Process Conflict

Quest. Category: Application

LO: 2

Jennifer has come to realize that conflict has both functional, as well as dysfunctional, outcomes.

She has observed examples of both in her organization.

82) Last month, Jennifer's department experienced constructive conflict during a meeting. Which

of the following is not an outcome of this functional conflict?

A) the quality of decisions is improved

B) creativity and innovation are stimulated

C) tensions are released

D) groupthink is increased

E) interest and curiosity are encouraged

Answer: D

Explanation: Conflict is constructive when it improves the quality of decisions, stimulates

creativity and innovation, encourages interest and curiosity among group members, provides the

medium through which problems can be aired and tensions released, and fosters an environment

of self-evaluation and change.

Diff: 2 Page Ref: 462

Topic: Application of Functional and Dysfunctional Outcomes

Skill: AACSB: Analytic Skills

Objective: Functional Outcomes of the Conflict Process

Quest. Category: Application

LO: 3

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83) When "yes" people are hired and promoted, ________ outcomes are likely to result.

A) improved organizational

B) functional

C) dysfunctional

D) enhanced policy

E) harmonious

Answer: C

Explanation: Diversity can usually improve group performance and decision making. "Yes

people," loyal to the point of never questioning company actions, create a dysfunctional situation

with negative outcomes, such as that of GM.

Diff: 3 Page Ref: 463

Topic: Application of Functional and Dysfunctional Outcomes

Skill: AACSB: Analytic Skills

Objective: Dysfunctional Outcomes of the Conflict Process

Quest. Category: Application

LO: 3

84) Jennifer's boss asks for her recommendations on strategies for promoting functional conflict

within the company. Which of the following is Jennifer most likely to recommend?

A) punishing individuals who support beliefs that management has rejected

B) empowering employees to question their bosses with impunity

C) implementing a policy of promoting personnel who are conflict avoiders

D) training managers to discourage devil's advocates in the decision-making process

E) encouraging managers to reward employees who keep their opinions to themselves

Answer: B

Explanation: Organizations that don't encourage and support dissent may find their survival

threatened. Many companies, such as IBM, have a formal system that encourages dissension;

employees can question their boss with impunity and, if the disagreement can't be resolved, the

system provides a third party for counsel. Jennifer might recommend a system such as IBM's.

Diff: 2 Page Ref: 464

Topic: Application of Functional and Dysfunctional Outcomes

Skill: AACSB: Analytic Skills

Objective: Creating Functional Conflict

Quest. Category: Application

LO: 3

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85) Jennifer's boss decides to implement a new policy whereby employees provide regular,

formalized feedback to their supervisors. Employees are encouraged to evaluate and criticize

their superiors. Based on your understanding of functional conflict, is this policy likely to benefit

Jennifer's company?

A) No, because the evaluations will promote relationship conflict, which is always dysfunctional.

B) Yes, because the evaluations will encourage groupthink, which increases turnover.

C) No, because the evaluations will create a climate of insecurity for the company's management.

D) No, because the evaluations will generate dysfunctional conflict, which breeds discontent.

E) Yes, because the evaluations will encourage functional conflict, which improves

organizational performance.

Answer: E

Explanation: This plan should work because one common ingredient in organizations that

successfully manage functional conflict is that they reward dissent and punish conflict avoiders.

Diff: 3 Page Ref: 464-465

Topic: Application of Functional and Dysfunctional Outcomes

Skill: AACSB: Analytic Skills

Objective: Creating Functional Conflict

Quest. Category: Application

LO: 3

Labor and management at DJ Trucking cannot agree upon a contract for the truck drivers. The

drivers are threatening to strike, and management knows that such a strike would be very costly.

Each side contends that they are bargaining fairly, but no agreement seems to be possible.

86) Both sides agree that they are competing over a fixed amount of resources. Each side feels

that what one side wins, the other loses. The two sides are engaged in ________.

A) integrative bargaining

B) distributive bargaining

C) mediation

D) BATNA

E) arbitration

Answer: B

Explanation: The essence of distributive bargaining is negotiating over who gets what share of a

fixed pie. When the pie is fixed, or parties believe it is, they tend to bargain distributively.

Probably the most widely cited example of distributive bargaining is labor management

negotiations over wages.

Diff: 2 Page Ref: 467

Topic: Application of Bargaining Strategies

Skill: AACSB: Analytic Skills

Objective: Distributive Bargaining

Quest. Category: Application

LO: 5

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87) Which of the following is a characteristic of distributive bargaining?

A) I win, you win

B) long-term focus

C) convergent or congruent interests

D) opposed interests

E) high information sharing

Answer: D

Explanation: In distributive bargaining, the interests of the parties are opposed. Parties A and B

have target points at opposing ends of a scale and must negotiate to find the overlap.

Diff: 2 Page Ref: 497

Topic: Application of Bargaining Strategies

Skill: AACSB: Analytic Skills

Objective: Distributive Bargaining

Quest. Category: Application

LO: 5

88) You have decided to try to find a win-win situation to help labor and management resolve

their differences. You are attempting to engage in ________.

A) integrative bargaining

B) distributive bargaining

C) mediation

D) BATNA

E) arbitration

Answer: A

Explanation: In integrative bargaining, the parties try to expand the pie so that both possible

parties are satisfied and conclude with a win-win situation.

Diff: 2 Page Ref: 466-467

Topic: Application of Bargaining Strategies

Skill: AACSB: Analytic Skills

Objective: Integrative Bargaining

Quest. Category: Application

LO: 5

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89) At first, the disputing parties resist your offer to help create a win-win situation for both

groups. They are each highly focused on their demands in the negotiation, otherwise known as

their ________.

A) bargaining chips

B) distribution points

C) resistance points

D) settlement ranges

E) target points

Answer: E

Explanation: With distributive bargaining, each party has a target point that defines what he or

she would like to achieve. Each also has a resistance point, which marks the lowest outcome that

is acceptable, or the point below which the party would break off negotiations rather than accept

a less favorable settlement.

Diff: 2 Page Ref: 467

Topic: Application of Bargaining Strategies

Skill: AACSB: Analytic Skills

Objective: Target Point

Quest. Category: Application

LO: 5

90) The labor group decides to make use of the "deadline" strategy to improve their leverage in

the negotiations. The labor representative tells management that a deal needs to be made within

twenty-four hours, or they're going on strike. Based on your understanding of bargaining tactics,

is this approach likely to be successful?

A) No, because the trucking company's management team is likely to reject any threats.

B) Yes, because deadlines will make the management team reconsider their position.

C) Yes, but only if the deadline is set with a 24 hour time frame.

D) No, because deadlines don't work in negotiations, just in work structure.

E) No, because the consequences of the deadline are not an urgent concern for management.

Answer: B

Explanation: One successful distributive bargaining tactic is revealing a deadline. Negotiators

who reveal deadlines speed concessions from their negotiating counterparts, making them

reconsider their position. And even though negotiators don't think this tactic works, in reality,

negotiators who reveal deadlines do better.

Diff: 3 Page Ref: 468

Topic: Application of Bargaining Strategies

Skill: AACSB: Analytic Skills

Objective: Integrative Bargaining

Quest. Category: Application

LO: 5

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Playbill, Inc. is a company that hires culturally diverse people to perform Shakespearean plays

for high school students. The company employs actors and actresses from all over the world. The

actors and actresses have joined together to ask Playbill for higher salaries. The employees are

struggling over deciding who will negotiate for them.

91) Which of the following statements is true pertaining to the role of personality traits in

negotiations?

A) Personality of the negotiators will determine, to a large extent, who prevails.

B) Recent research has shown that extroverts are less effective negotiators than introverts.

C) High risk takers will be better negotiators.

D) Individuals with an internal locus of control will be better negotiators.

E) Individuals who are concerned with appearing competent make excellent negotiators.

Answer: B

Explanation: Negotiators who are agreeable or extroverted are not very successful in distributive

bargaining. Extroverts are outgoing and friendly; they tend to share more information than they

should. Agreeable people are more interested in finding ways to cooperate rather than to butt

heads.

Diff: 3 Page Ref: 471

Topic: Application of Issues in Negotiation

Skill: AACSB: Analytic Skills

Objective: Personality Traits in Negotiations

Quest. Category: Application

LO: 7

Alpha Construction is having a dispute with a home buyer about some of the terms of their

building contract. Both Alpha and the home buyer want to avoid the expense of going to court,

but they cannot agree on how to settle their disagreement.

92) Alpha wants to bring in a neutral third party who will facilitate a negotiated solution by using

reasoning, persuasion, suggesting alternatives, and the like. This person is a(n) ________.

A) mediator

B) arbitrator

C) conciliator

D) consultant

E) officiant

Answer: A

Explanation: A mediator is a neutral third party who facilitates a negotiated solution by using

reasoning and persuasion, suggesting alternatives, and the like. Mediators are widely used in

labor-management negotiations and in civil court disputes.

Diff: 2 Page Ref: 474

Topic: Application of Third-Party Negotiations

Skill: AACSB: Analytic Skills

Objective: Mediator

Quest. Category: Application

LO: 8

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93) The home buyer wants to bring in a third party who will have the authority to dictate an

agreement. This person is a(n) ________.

A) mediator

B) arbitrator

C) conciliator

D) consultant

E) officiant

Answer: B

Explanation: An arbitrator is a third party with the authority to dictate an agreement. Arbitration

can be voluntary or compulsory. The big plus of arbitration over mediation is that it always

results in a settlement.

Diff: 2 Page Ref: 474

Topic: Application of Third-Party Negotiations

Skill: AACSB: Analytic Skills

Objective: Arbitrator

Quest. Category: Application

LO: 8

94) The two parties eventually agree to ask Sam Jones, an attorney and trusted friend, to help

them informally to solve their problem. Sam's role is that of a(n) ________.

A) mediator

B) arbitrator

C) conciliator

D) consultant

E) officiant

Answer: C

Explanation: A conciliator is a trusted third party who provides an informal communication link

between the negotiator and the opponent. In practice, conciliators typically act as more than mere

communication conduits. They also engage in factfinding, interpret messages, and persuade

disputants to develop agreements.

Diff: 2 Page Ref: 475

Topic: Application of Third-Party Negotiations

Skill: AACSB: Analytic Skills

Objective: Conciliator

Quest. Category: Application

LO: 8

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95) Describe the first step of the negotiation process. How does the negotiating parties'

relationship affect this step, and help determine the kind of bargaining that will be done

(integrative or distributive)?

Answer: The first step of the negotiating process is planning and preparation. Before negotiating

it's important to prepare by considering the nature of the conflict, the history leading up to the

negotiation, who's involved and what are their perceptions of the conflict, what is desired from

the negotiation, and what are your goals.

Relationships can change as a result of a negotiation, so that's another outcome to take into

consideration in the planning and preparation phase. If one side completely "wins" a negotiation

it can push the other side into resentment or animosity. It might be wiser to pursue a more

compromising style. If preserving the relationship will make you seem weak and easily

exploited, you may want to consider a more aggressive style.

In terms of intraorganizational behavior, all things being equal, integrative bargaining is

preferable to distributive bargaining because the former builds long-term relationships.

Integrative bargaining bonds negotiators and allows them to leave the bargaining table feeling

they have achieved a victory. Distributive bargaining, however, leaves one party a loser.

Diff: 3 Page Ref: 466-471

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: The Negotiation Process

Quest. Category: Synthesis

LO: 5, 6

96) Describe a functional conflict and dysfunctional conflict that could exist because of structure.

Answer: Some conflicts support the goals of the group and improve its performance; these are

functional, constructive forms of conflict. Additionally, there are conflicts that hinder group

performance; these are dysfunctional or destructive forms of conflict. Structural conflict includes

variables such as size, degree of specialization in the tasks assigned to group members,

jurisdictional clarity, member–goal compatibility, leadership styles, reward systems, and the

degree of dependence between groups. A functional structural conflict that could exist in a long-

term situation would be that of a salesperson and a credit manager that are in constant conflict

because they have differing goals; the salesperson wishing to make the highest number of sales,

and the credit manager needing to insure that all the sales will be paid. Although there is conflict,

it is functional because it is supportive of the overall group performance. A dysfunctional

structural conflict could exist, for example, because tasks are not adequately defined in a work

group. The group would always be at odds and would not be advancing the goals set and the

tasks would be hindered.

Diff: 3 Page Ref: 455, 458

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Functional Conflict and Dysfunctional Conflict

Quest. Category: Synthesis

LO: 1, 2

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97) Explain how gender and personality affect negotiating, and describe the types of bargaining

that are best for each gender and personality type.

Answer: Negotiators who are agreeable or extroverted are not very successful in distributive

bargaining, because extroverts are outgoing and friendly and they tend to share more information

than they should. Agreeable people are more interested in finding ways to cooperate rather than

to butt heads. These traits, while slightly helpful in integrative negotiations, are liabilities when

interests are opposed. So the best distributive bargainer appears to be a disagreeable introvert,

someone more interested in his or her own outcomes than in pleasing the other party and having

a pleasant social exchange. People who are highly interested in having positive relationships with

other people, and who are not very concerned about their own outcomes, are especially poor

negotiators. These people tend to be very anxious about disagreements and plan to give in

quickly to avoid unpleasant conflicts even before negotiations start.

A popular stereotype is that women are more cooperative and pleasant in negotiations than are

men. The evidence doesn't support this belief. However, men have been found to negotiate better

outcomes than women, although the difference is relatively small. Women do focus more on

relationships and possibly place different values on the outcome because of the relationship

factor. Women would be best when involved in integrative bargaining, as it is geared toward

building long term relationships.

Diff: 3 Page Ref: 466-470, 471-473

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Individual Differences

Quest. Category: Synthesis

LO: 5, 7

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98) Identify the five stages of the conflict process, and provide an example of how a manager

from the resolution-focused school of thought would apply each stage of the conflict process in

the workplace.

Answer: The five stages of the conflict process are:

a) potential opposition or incompatibility

b) cognition and personalization

c) intentions

d) behavior

e) outcomes

In the resolution-focused school of thought the focus is more on managing the whole context in

which conflicts occur, both before and after the behavioral stage of conflict occurs, thus

minimizing the negative effects of conflict by focusing on preparing people for conflicts,

developing resolution strategies, and facilitating open discussion. A resolution-focused manager

could, for example, define vocabulary and strategy parameters to work with on a project to help

reduce communication problems and potential opposition in stage one. In stage two, in which

cognition and personalization play a role in the conflict process, a resolution-focused manager

would need to know the personality differences of the teams that work together, and advice

members of idiosyncracies. In the stage three of intentions, a resolution-focused manager would

strive for a collaborating intention, in which members cooperate, to keep the team functional. In

stage four, when conflict behavior begins to emerge a resolution-focused manager would apply

conflict management techniques such as problem solving and compromise. A resolution manager

would strive for a functional outcome in which the conflict isn't avoided, but allowed to

stimulate creativity and foster good solutions.

Diff: 3 Page Ref: 456-465

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Process Conflict

Quest. Category: Synthesis

LO: 2, 3

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99) Describe the preferred negotiating techniques that would be implemented by a manager from

China. What conflict management techniques would he use? What role would a third party

negotiator be likely to have if not agreement could be reached.

Answer: Collectivist cultures see people as deeply embedded in social situations. As a result,

collectivists are more likely to seek to preserve relationships and promote the good of the group

as a whole than individualists. To preserve peaceful relationships, collectivists will avoid direct

expression of conflicts, preferring to use more indirect methods for resolving differences of

opinion. Compromising and avoiding are the most preferred methods of conflict management in

China. Smoothing, or playing down differences while emphasizing common interests between

the conflicting parties is also a good technique to maintain relationships.

Collectivists such as the Chinese may also be more interested in demonstrations of concern and

working through third parties to resolve disputes. A Chinese manager would most likely call in a

mediator, a neutral third party who facilitates a negotiated solution by using reasoning and

persuasion, earlier in the negotiation process in order to avoid conflict and maintain a

relationship with all parties.

Diff: 3 Page Ref: 457-465, 475-476

Topic: Application of Global Implications

Skill: AACSB: Analytic Skills

Objective: Global Implications

Quest. Category: Synthesis

LO: 3, 9

100) Discuss what is meant by dysfunctional outcomes of conflict.

Answer: Destructive outcomes of conflict include the following: uncontrolled opposition breeds

discontent, which acts to dissolve common ties, and eventually leads to the destruction of the

group. Conflict can also reduce group effectiveness. Among the most undesirable consequences

are a retarding of communication, reductions in group cohesiveness, and subordination of group

goals to the primacy of infighting between members. At the extreme, conflict can bring group

functioning to a halt and potentially threaten the group's survival.

Diff: 2 Page Ref: 464

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Dysfunctional Outcomes of the Conflict Process

Quest. Category: Critical Thinking

LO: 3

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101) Define and describe the traditional view of conflict.

Answer: This school of thought has argued that conflict must be avoided–that it indicates a

malfunctioning within the group. The early approach to conflict assumed that all conflict was

bad. Conflict was viewed negatively, and it was used synonymously with such terms as violence,

destruction, and irrationality to reinforce its negative connotation. Conflict, by definition, was

harmful and was to be avoided.

The traditional view was consistent with the attitudes that prevailed about group behavior in the

1930s and 1940s. Conflict was seen as a dysfunctional outcome resulting from poor

communication, a lack of openness and trust between people, and the failure of managers to be

responsive to the needs and aspirations of their employees.

Diff: 2 Page Ref: 455

Topic: Transitions in Conflict Thought

Skill: AACSB: Analytic Skills

Objective: Traditional View of Conflict

Quest. Category: Critical Thinking

LO: 2

102) Define and describe the interactionist view of conflict.

Answer: The interactionist approach encourages conflict on the grounds that a harmonious,

peaceful, tranquil, and cooperative group is prone to becoming static, apathetic, and

nonresponsive to needs for change and innovation. The major contribution of the interactionist

approach, therefore, is encouraging group leaders to maintain an ongoing minimum level of

conflict–enough to keep the group viable, self-critical, and creative.

Given the interactionist view–and it is the one that our author takes–it becomes evident that to

say conflict is all good or bad is inappropriate and naive. Whether a conflict is good or bad

depends on the type of conflict.

Diff: 2 Page Ref: 455-456

Topic: Transitions in Conflict Thought

Skill: AACSB: Analytic Skills

Objective: Interactionist View of Conflict

Quest. Category: Critical Thinking

LO: 2

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103) Discuss the three general categories of conditions which may be the sources of conflict.

Answer: The three general categories of conditions which may be the sources of conflict are

communication, structure, and personal variables.

a) Communication represents those opposing forces that arise from semantic difficulties,

misunderstandings, and "noise" in the communication channels. Differing word connotations,

jargon, insufficient exchange of information, and noise in the communication channel are all

barriers to communication and potential antecedent conditions to conflict. The potential for

conflict increases when either too little or too much communication takes place.

b) Structure includes variables such as size, degree of specialization in the tasks assigned to

group members, jurisdictional clarity, member-goal compatibility, leadership styles, reward

systems, and the degree of dependence between groups.

c) Personal variables include individual value systems that each person has and the personality

characteristics that account for individual idiosyncrasies and differences.

Diff: 2 Page Ref: 457

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Sources of Conflict

Quest. Category: Critical Thinking

LO: 3

104) Identify the behaviors to be expected from persons who exhibit each of the five primary

conflict-handling intentions.

Answer:

a) When one person seeks to satisfy his or her own interests, regardless of the impact on the

other parties to the conflict, he or she is competing.

b) In collaborating, the intention of the parties is to solve the problem by clarifying differences

rather than by accommodating various points of view.

c) In avoiding, a person may recognize that a conflict exists and want to withdraw from it or

suppress it.

d) When one party seeks to appease an opponent, that party may be willing to place the

opponent's interests above his or her own.

e) In order for the relationship to be maintained, one party is willing to be self-sacrificing by

accommodating.

f) In compromising, there is no clear winner or loser. Rather, there is a willingness to ration the

object of the conflict and accept a solution that provides incomplete satisfaction of both parties'

concerns. Each party to the conflict seeks to give up something and sharing occurs, resulting in a

compromised outcome.

Diff: 2 Page Ref: 459-460

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Conflict-Handling Intentions

Quest. Category: Critical Thinking

LO: 3

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105) When is conflict functional?

Answer: Conflict is functional when it improves the quality of decisions, stimulates creativity

and innovation, encourages interest and curiosity among group members, provides the medium

through which problems can be aired and tensions released, and fosters an environment of self-

evaluation and change. Conflict can improve the quality of decision making by allowing all

points, particularly the ones that are unusual or held by a minority, to be weighed in important

decisions. Conflict is an antidote for groupthink. It doesn't allow the group passively to "rubber

stamp" decisions that may be based on weak assumptions, inadequate consideration of relevant

alternatives, or other debilities. Conflict challenges the status quo and therefore furthers the

creation of new ideas, promotes reassessment of group goals and activities, and increases the

probability that the group will respond to change.

Diff: 2 Page Ref: 464-465

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Creating Functional Conflict

Quest. Category: Critical Thinking

LO: 3

106) How can functional conflict be created?

Answer: To create functional conflict, organizations must encourage and support dissent. They

should encourage their people to challenge the system and develop fresh ideas. Companies can

encourage unruly and disruptive meetings to create friction and stimulate creative ideas. They

can reward dissenters by recognizing those who go against the grain. They can criticize their

bosses and question without impunity. Some may build devil's advocates into the decision

process. One common ingredient in organizations that successfully create functional conflict is

that they reward dissent and punish conflict avoiders. Managers have to learn to take the bad

news without flinching.

Diff: 2 Page Ref: 464-465

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: Creating Functional Conflict

Quest. Category: Critical Thinking

LO: 3

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107) Distinguish between the roles of mediator, arbitrator, conciliator, and consultant.

Answer: There are four basic third-party roles: mediator, arbitrator, conciliator, and consultant.

a) A mediator is a neutral third party who facilitates a negotiated solution by using reasoning and

persuasion, suggesting alternatives, and the like.

b) An arbitrator is a third party with the authority to dictate an agreement.

c) A conciliator is a trusted third party who provides an informal communication link between

the negotiator and the opponent.

d) A consultant is a skilled and impartial third party who attempts to facilitate problem solving

through communication and analysis, aided by his or her knowledge of conflict management.

The consultant's role is not to settle the issues but, rather, to improve relations between the

conflicting parties so that they can reach a settlement themselves.

Diff: 2 Page Ref: 473-475

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Third-Party Negotiations

Quest. Category: Critical Thinking

LO: 8

108) Compare and contrast the three schools of thought regarding conflict in groups and

organizations. Describe how your view fits or differs from these views.

Answer:

a) The traditional view of conflict argues that conflict must be avoided. Conflict indicates a

malfunctioning within the group.

b) The interactionist view of conflict encourages conflict on the grounds that a harmonious,

peaceful, tranquil, and cooperative group is prone to becoming static, apathetic, and

unresponsive to needs for change and innovation. The major contribution of this view is

recognizing that a minimal level of conflict can help keep a group viable, self critical, and

creative.

c) The third, and most recent perspective called the resolution focused view of conflict, has

started to focus more on managing the whole context in which conflicts occur, both before and

after the behavioral stage of conflict occurs. A growing body of research, which we review later,

suggests we can minimize the negative effects of conflict by focusing on preparing people for

conflicts, developing resolution strategies, and facilitating open discussion.

Students should describe their own views and clarify how they fit and do not fit with each of the

views given here.

Diff: 3 Page Ref: 454-457

Topic: Transitions in Conflict Thought

Skill: AACSB: Reflective Thinking; Analytic Skills

Objective: Views of Conflict

Quest. Category: Critical Thinking

LO: 2

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109) Outline and discuss the conflict process.

Answer: The conflict process can be seen as comprising five stages: potential opposition or

incompatibility, cognition and personalization, intentions, behavior, and outcomes.

a) The first step in the conflict process is the presence of conditions that create opportunities for

conflict to arise. They need not lead directly to conflict, but one of these conditions is necessary

if conflict is to surface. These conditions are communication, structure, and personal variables. If

the conditions cited in Stage I negatively affect something that one party cares about, then the

potential for opposition or incompatibility becomes actualized in the second stage. The

antecedent conditions can only lead to conflict when one or more of the parties are affected by,

and aware of, the conflict.

b) Stage II is cognition and personalization. This is where conflict issues tend to be defined.

c) In Stage III, intentions intervene between people's perceptions and emotions and their overt

behavior. These intentions are decisions to act in a certain way.

d) When most people think of conflict situations, they tend to focus on Stage IV because this is

where conflicts become visible. The behavior stage includes statements, actions, and reactions

made by the conflicting parties.

e) The action-reaction interplay between the conflicting parties results in consequences. These

outcomes in Stage V may be functional in that the conflict results in an improvement in the

group's performance, or dysfunctional in that it hinders group performance.

Diff: 3 Page Ref: 457-465

Topic: The Conflict Process

Skill: AACSB: Analytic Skills

Objective: The Conflict Process

Quest. Category: Critical Thinking

LO: 3

110) Discuss the two general approaches to negotiation.

Answer: There are two general approaches to negotiation - distributive bargaining and

integrative bargaining.

a) Distributive bargaining is characterized by zero-sum conditions. Each negotiator has a target

point that defines what he or she would like to achieve. Each also has a resistance point, which

marks the lowest outcome that is acceptable - the point below which they would break off

negotiations rather than accept a less favorable settlement. The area between these two points

makes up each one's aspiration range. As long as there is some overlap between A and B's

aspiration ranges, there exists a settlement range where each one's aspirations can be met.

b) Integrative bargaining operates under the assumption that there exists one or more settlements

that can create a win-win solution. Both parties must be open with information and candid about

their concerns, have a sensitivity to each other's needs, the ability to trust one another, and a

willingness by both parties to maintain flexibility.

Diff: 2 Page Ref: 466-470

Topic: Negotiation

Skill: AACSB: Analytic Skills

Objective: Bargaining Strategies

Quest. Category: Critical Thinking

LO: 5