Chapter 13

Question 1

Interpersonal Conflict

Answer 1

process when one person or group frustrates goal attainment of another

Question 2

3 Types of Conflict

Answer 2

Relationship
Task
Process

Question 3

5 Modes of Conflict Management

Answer 3

Avoiding
Accommodating
Competing
Compromise
Collaborating

Question 4

Distributive vs Integrative Negotiation

Answer 4

distributive: win-lose
integrative: win-win

Question 5

Mediation vs Arbitration

Answer 5

mediation: facilitate
arbitration: decide

Question 6

3 Personality Traits related to Stress

Answer 6

• Locus of Control (ext=more)
• Type A Behaviour Pattern (more)
• Negative Affectivity (more)

Question 7

Emotional Labour

Answer 7

suppressing negative emotions and exaggerating positive ones

Question 8

5 Behavioural Reactions to Stress

Answer 8

• problem solving
• seeking social support
• performance changes
• withdrawal/presenteeism
• addictive substances

Question 9

5 Defence Mechanisms

Answer 9

Rationalization
Projection
Displacement 
Reaction Formation
Compensation

Question 10

Rationalization

Answer 10

attributing socially acceptable reasons or motives to ones actions

Question 11

Projection

Answer 11

attributing own undesirable ideas and motives to others

Question 12

Displacement

Answer 12

directing feelings of anger at a safe target

Question 13

Reaction Formation

Answer 13

expressing oneself in a manner that is directly opposite to true feelings

Question 14

Compensation

Answer 14

applying ones skills in a particular area to make up for failure in another