Ch11 Conflict Management – Test Bank | 6th Ed

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Student name:__________

1) _____ is a process that begins when one person sees that another person has damaged—or is about to damage—something that the other person cares about.

2) A(n) _____ conflict involves two people who are at odds over personality differences, values conflicts, loyalties, or any number of issues.

3) A(n) _____ conflict occurs when two groups form and take sides.

4) A(n) _____ conflict takes place when already-formed groups have conflicts with each other.

5) When disagreements stem from a _____ conflict, they tend to focus on disagreements over what a statement or concept means.

6) The source of a _____ conflict is disagreement over the items or "rightness" of ideas.

7) A(n) _____ conflict occurs when a conflict factor is built into the structure or the policies of the organization.

8) The _____ strategy of conflict resolution allows one side of a conflict to win at the expense of the other.

9) In the _____ approach of win-lose strategy, a conflict manager decides which side is right and which is wrong, then considers the issue to be resolved.

10) The main approach in the _____ strategy of conflict resolution is compromise.

11) The _____ strategy of conflict resolution produces unhappy people on both sides of an issue.

12) A(n) _____ strategy of conflict resolution is one in which both sides feel they have come out on top.

13) A _____ is most likely to try a win-lose approach to conflict resolution, especially if he or she is personally involved in the conflict.

14) When a conflict manager has a(n) _____ style of managing conflict, he or she will often mistakenly assume that if a conflict involves only other people, it should be left only to them.

15) A person with a(n) _____ style of conflict management uses his or her skills to blend differences of both sides together and form a workable alternative.

16) In the context of the Thomas-Kilman conflict model, _____ want to avoid conflict by positive thinking.

17) A person with a(n) _____ style of conflict management opens communication channels and learns about what issues each party feels are most important.

18) In the context of conflict cases, _____ are usually easy to work with. They like to fit in, work well in teams, and are generally friendly toward policies and group norms.

19) In the context of conflict cases, _____ think independently, solve problems creatively, and often cause some conflict in the process.

20) _____ people want what another person has, to the extent of feeling ill will toward the person who has it.

21) In the context of the types of conflict, which of the following statements is true of inner conflict?

A) It refers to conflict between members of groups within an organization.
B) It is always dysfunctional.
C) It is conflict within an individual.
D) It takes place when already-formed groups have conflicts among themselves.

22) Dennis has received two job offers with attractive employee benefits. He finds it difficult to choose one of the two offers as both are equally good. Identify the conflict that Dennis is facing.

A) Inner conflict
B) Dysfunctional conflict
C) Content conflict
D) Negotiation-of-selves conflict

23) Rodin and Ian work in the marketing team of their company. Rodin considers Ian a red tape bureaucrat, while Ian considers Rodin unethical. They often have trouble working together on the same projects. The conflict between Ian and Rodin can be described as:

A) negotiation-of-selves conflict.
B) inner conflict.
C) person-versus-person conflict.
D) content conflict.

24) Which of the following conflicts is most likely to occur when a member of a group breaks its rules, or norms?

A) Content conflict
B) Institutionalized conflict
C) Negotiation-of-selves conflict
D) Person-versus-group conflict

25) Which conflict primarily focuses on disagreements over what a statement or a concept means?

A) Values conflict
B) Content conflict
C) Institutionalized conflict
D) Negotiation-of-selves conflict

26) Which of the following factors is typically involved in a content conflict?

A) Argument over the existence of an idea
B) Argument over the values of another person
C) Differences in self-definition
D) Differences in belief systems

27) Michael has an argument with his supervisor over certain responsibilities assigned to him. He contends that the wording of his contract is ambiguous and believes that the duties assigned to him are not part of his job description. In the context of the sources of conflict, in this scenario, Michael's disagreement with his supervisor is an example of:

A) negotiation-of-selves conflicts.
B) values conflicts.
C) content conflicts.
D) institutionalized conflicts.

28) Which of the following is a source of values conflict?

A) Disagreement over rightness of ideas
B) Difficulties with self-definition
C) Competition over resources within a company
D) Disagreement over basic beliefs

29) In the context of the sources of conflict, which of the following scenarios is an example of institutionalized conflict?

A) An employee speaks to her manager about the difficulties she has in completing her tasks and requests for work that she can cope with.
B) A sales company encourages employees to make as many sales as possible and rewards the top sellers at the end of every quarter.
C) A manager at a law firm disagrees with another manager over his practice of assigning unpaid interns complex and time-consuming work.
D) An employee complains to his manager about being harassed by another employee who is envious of his position within an organization.

30) Which conflict erupts over differences in self-definition?

A) Conflict arising from differences in values
B) Institutionalized conflict
C) Negotiation-of-selves conflict
D) Conflict arising from non-fulfillment of self-actualization needs

31) A manager at a bank believes that the bank's hiring budget should be increased so that experienced employees can be hired. Another manager disagrees with her and believes that hiring costs should be reduced. He suggests recruiting talented but inexperienced employees who will accept lower salaries. A conflict manager helps them work together to come up with a plan that allows them to hire both experienced and inexperienced people without increasing their budget. In the context of the styles of conflict management, the conflict manager in this scenario is a(n) _____.

A) collaborator
B) avoider
C) competitor
D) accommodator

32) Which of the following conflict resolution strategies uses democratic vote as a method to resolve conflicts?

A) Collaborative approach
B) Lose-lose strategy
C) Win-win strategy
D) Win-lose strategy

33) The democratic vote approach is not as effective in resolving conflicts in organizations as it is in the political system because:

A) most organizations use a series of checks and balances before using democratic vote.
B) the majority vote leaves a minority of unhappy people without any real recourse.
C) it leaves people unhappy on both sides of the issue as nobody gets what they want.
D) it typically leads to a lose-lose situation.

34) In which of the following ways does the arbitrary approach of the win-lose strategy work?

A) The conflict manager decides which side is right and which is wrong, then considers the issue to be resolved.
B) The conflict manager focuses on reaching a compromise in which nobody gets what they want, but everyone can live with the decision.
C) The conflict manager primarily focuses on satisfying as many of each side's needs as possible.
D) The conflict manager tries to make both sides feel that they have come out on top.

35) Which of the following conflict resolution strategies produces unhappy people on both sides of an issue?

A) Win-win strategy
B) Win-lose strategy
C) Lose-lose strategy
D) Collaborative approach

36) Which of the following is the main approach to the lose-lose strategy?

A) Arbitration
B) Democratic vote
C) Collaboration
D) Compromise

37) Which of the following is a characteristic of the win-win strategy of conflict resolution?

A) This strategy focuses on compromise where everyone gives up something.
B) This strategy leads to a solution in which both sides feel that they have come out on top.
C) This strategy allows one side of a conflict to win at the expense of the other.
D) This strategy gives little attention to tracing the development of the conflict; thus, the solutions are mostly short term.

38) According to the Thomas-Kilman Conflict Model, a conflict manager who tries to help parties avoid conflict through positive thinking is a(n) _____.

A) avoider
B) compromiser
C) competitor
D) accommodator

39) In the context of the Thomas-Kilman Conflict Model, identify a true statement about "avoiders."

A) They are the most likely to try a win-lose approach to conflict resolution, especially if he or she is personally involved in the conflict.
B) They mistakenly assumes that if a conflict involves only other people, it should be left only to them.
C) They use their skills to blend the differences of all sides and form a workable alternative.
D) They try to resolve conflicts by bringing the conflicting parties together to discuss their issues.

40) According to the Thomas-Kilman Conflict Model, which style has the highest respect for mutual support?

A) Win-lose style
B) Lose-lose style
C) Avoidance style
D) Problem-solving style

41) Which of the following statements best describes a conflict manager who is a "competitor?"

A) He or she is someone who would rather not be around conflict at all and values neutrality highly.
B) He or she is someone who brings both sides together for a discussion and is most likely to bring about a win-win solution.
C) He or she is someone who is most likely to try a win-lose approach to conflict resolution.
D) He or she is someone who wants to avoid conflict by engaging in positive thinking.

42) In the context of the styles of conflict management, a conflict manager who is a "competitor":

A) will often leave people in a conflict to resolve their issues by themselves.
B) will ensure cooperation from all conflicting sides even at the expense of personal goals.
C) might try to ensure a win-win position for all the parties involved.
D) might use the lose-lose style to resolve an issue.

43) Which of the following statements best describes a conflict manager who is an avoider?

A) He or she is someone who would rather not be around conflict at all and values neutrality highly.
B) He or she is someone who is most likely to try a win-lose approach to conflict resolution, especially if he or she is personally involved in the conflict.
C) He or she is someone who uses his or her skills to blend differences and form a workable alternative.
D) He or she is someone who brings both sides involved in a conflict together for a discussion and is most likely to bring about a win-win solution.

44) In the context of the styles of conflict management, which of the following factors is more important to a compromiser than the issue itself?

A) Allowing the conflicting groups to resolve their issues on their own
B) Arriving at a win-win solution for all groups involved in a conflict
C) Maintaining good relationships between the groups in conflict
D) Ensuring all sides come out on top

45) Krista is a conflict manager at Armitage Tech. She tends to focus on helping people reach agreements and work together instead of focusing on the issue that caused the conflict. She believes it is important for all parties in a conflict to maintain good relationships while they work to achieve their basic goals during the conflict resolution process. In the context of the styles of conflict management, Krista is a(n) _____.

A) avoider
B) competitor
C) compromiser
D) accommodator

46) Which of the following styles of conflict management is necessary for a win-win solution?

A) Collaboration
B) Accommodation
C) Compromising
D) Avoidance

47) Which of the following statements is true of low conformers?

A) They like to fit in and work well in teams.
B) They think independently and solve problems creatively.
C) They are never happy and constantly discuss their problems with others.
D) The best way to deal with them is to force them to conform.

48) Which of the following practices is most likely to make working with low conformers less problematic?

A) Avoiding excessive contact with them
B) Forcing them to conform
C) Labeling their method of self-expression as stubbornness
D) Learning to tolerate their honesty

49) Which of the following suggestions will be useful in dealing with an envious person at work?

A) Avoiding functional conflict with the envious person
B) Building up the envious person's self-esteem
C) Avoiding confronting the envious person
D) Engaging in concession bargaining

50) Which of the following steps is most likely to elicit meaningful feedback from a passive person?

A) Confronting the person
B) Filling the space during a conversation
C) Making statements to help break the tension
D) Asking the person close-ended questions

51) What are the common aspects involved in all types of conflicts?

52) What is a functional conflict?

53) In the context of the types of conflict, when does intragroup conflict occur?

54) Briefly describe the sources of content conflicts.

55) Suggest a potential solution to values conflict.

56) List the steps involved in the process of analyzing conflicts.

57) Why is democratic vote not as effective in organizations as it is in the political system?

58) Describe the arbitrary approach of conflict management.

59) In a win-win strategy, how is it possible for both sides of a conflict to end up feeling like winners?

60) How would a conflict manager resolve a conflict if he or she is a competitor?

61) How would a compromiser deal with conflicts?

62) In the context of conflict management, what is the disadvantage of the accommodative style?

63) Why is the collaborator style of conflict management necessary for a win-win solution?

64) Why do many managers fall back on the competitor style of conflict management?

65) Describe low conformers.

66) Suggest ways to make working with low conformers less problematic.

67) Suggest ways for dealing effectively with an envious person at work.

68) How would you deal with whiners and complainers at work?

69) List suggestions to deal with passive and unresponsive people at work.

70) What is concession bargaining, and when is it used?

71) In American business, the workplace contains a greater amount of conflict today than in the past, mainly because of the movement of the United States from an industrial economy to a service-dominated economy.

⊚ true
⊚ false

72) Conflicts always affect the workplace negatively.

⊚ true
⊚ false

73) Intragroup conflict occurs when a conflict arises among group members, and they choose sides and split off into factions within the existing group.

⊚ true
⊚ false

74) A manager should try whenever possible to change a dysfunctional conflict into a functional one.

⊚ true
⊚ false

75) Conflict in a workplace is harmful because it can lead to groupthink.

⊚ true
⊚ false

76) Person-versus-group conflict can involve someone who never was a member of the group, but who opposes it.

⊚ true
⊚ false

77) If you know what type of conflict you are involved in, that knowledge can help you discover how best to resolve it.

⊚ true
⊚ false

78) Values conflicts tend to focus on disagreements over what a statement or concept means.

⊚ true
⊚ false

79) In the context of the sources of conflict, an organization can encourage conflict simply through the way it is structured even if it does not actively promote conflict.

⊚ true
⊚ false

80) Difficulty with self-definition is typically the source of values conflict.

⊚ true
⊚ false

81) Negotiation-of-selves conflict primarily arises when a conflict factor is built into the structure or the policies of the organization.

⊚ true
⊚ false

82) Values conflicts should be avoided as attempting to solve them is always counterproductive.

⊚ true
⊚ false

83) Institutionalized conflict erupts over differences in self-definition.

⊚ true
⊚ false

84) Democratic vote is a win-win approach to conflict resolution.

⊚ true
⊚ false

85) In the arbitrary approach to conflict resolution, a conflict manager decides which side is right and which is wrong, then considers the issue to be resolved.

⊚ true
⊚ false

86) The main approach in the lose-lose strategy of conflict resolution is compromise.

⊚ true
⊚ false

87) A "competitor" is most likely to try the lose-lose approach to conflict resolution, especially if he or she is personally involved in the conflict.

⊚ true
⊚ false

88) According to the Thomas-Kilman Conflict Model, avoiders typically say negative things about a conflict they have been involved in if someone else brings it up.

⊚ true
⊚ false

89) According to the Thomas-Kilman Conflict Model, the needs of both parties involved are legitimate and important to the "collaborator."

⊚ true
⊚ false

90) According to the Thomas-Kilman Conflict Model, "competitors" demonstrate assertive but cooperative behavior.

⊚ true
⊚ false

91) According to the Thomas-Kilman Conflict Model, it is important for a "compromiser" that all parties achieve basic goals and maintain good relationships.

⊚ true
⊚ false

92) A "compromiser" generally doesn't feel as much of a need to rush to a solution as a "competitor" does.

⊚ true
⊚ false

93) In the context of the styles of conflict management, "compromisers" have the strongest need to rush to a solution because they see "agreement" as more important than the issue itself.

⊚ true
⊚ false

94) In an organization, high conformers think independently, solve problems creatively, and often cause some conflict in the process.

⊚ true
⊚ false

95) Working with and managing low conformers requires a special capacity for patience and good will.

⊚ true
⊚ false

96) A manager won't be able to change a low conformer any more than he or she is likely to change a high conformer.

⊚ true
⊚ false

97) One way of dealing effectively with an envious person is to avoid excessive contact with him or her.

⊚ true
⊚ false

98) Whiners and complainers are good at taking advantage of sympathetic listeners.

⊚ true
⊚ false

99) Passive people tend to be quiet, but they are responsive when they need to provide answers or input to a discussion.

⊚ true
⊚ false

100) One way to deal with passive people is to ask them open-ended questions.

⊚ true
⊚ false