Chapter # 10

Question 1

Conflict

Answer 1

A process that involves people disagreeing

Question 2

Interapersonal Conflict

Answer 2

Conflict that arises within a person

Question 3

Interpersonal Conflict

Answer 3

A type of conflict between two people

Question 4

Intergroup Conflict

Answer 4

Conflict that takes place among the different departments or divisions in a company, or between union and management, or between companies, such as companies who supply the same customer.

Question 5

Conflict management

Answer 5

Resolving disagreements effectively

Question 6

Avoiding

Answer 6

An uncooperative and unassertive conflict-handling style

Question 7

Accommodating

Answer 7

A cooperative and unassertive conflict-handling style

Question 8

Compromising

Answer 8

A middle-ground conflict-handling style, in which a person has some desire to express their own concerns and get their way but still respects the other person’s goals as well

Question 9

Competing

Answer 9

A conflict-handling style that is highly assertive but low on cooperation

Question 10

Collaborating

Answer 10

A conflict-handling to style that is high on both assertiveness and cooperation

Question 11

negotiation

Answer 11

A process whereby two or more parties work toward an agreement

Question 12

Investigation

Answer 12

The first step in negotiation in which information is gathered

Question 13

BATNA

Answer 13

Stands for the “best alternative to a negotiated agreement.” Determining your BATNA is one important part of the investigative and planning phase in negotiation

Question 14

Presentation

Answer 14

The third phase of negotiations

Question 15

Bargaining

Answer 15

The fourth phase of negotiation

Question 16

Concessions

Answer 16

Giving up one thing to get something else in return

Question 17

Closure

Answer 17

The last part of negotiation inn which you and the other party have either come to an agreement on the terms, or one party has decided that the final offer is unacceptable and therefore must be walked away from

Question 18

Distributive view

Answer 18

The tradition fixed-pie approach in which negotiations see that situation as a pie that they have to divide between them

Question 19

Integrative approach

Answer 19

An approach to negotiation in which both parties look for ways to integrate their goals under a larger umbrella

Question 20

Alternative Dispute Resolution (ADR)

Answer 20

Includes mediation, arbitration, and other ways of resolving conflicts with the help of a specially trained neutral third party without the need of a formal trial or hearing

Question 21

Mediation

Answer 21

A process in which an outside third party (the mediator) enters the situation with the goal of assisting the parties to reach an agreement

Question 22

Arbitration

Answer 22

A process that involves bringing in a third party, the arbitrator, who has the authority to act as a judge and make a binding decision to which both parties must adhere