ch14 ob14 conflict negotiation
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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
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
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
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
5
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
6
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
7
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
8
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
9
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
10
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
11
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
12
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
13
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
14
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
15
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
16
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
17
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
18
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
19
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
20
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
21
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
22
Copyright © 2011 Pearson Education, Inc.
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
23
Copyright © 2011 Pearson Education, Inc.
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
24
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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
25
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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
26
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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
27
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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
28
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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
29
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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
30
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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
31
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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
32
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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
33
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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
34
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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
35
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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
36
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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
37
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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
38
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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
39
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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
40
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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
41
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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
42
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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
44
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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
50
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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