Decision-Making and Conflict Resolution

Question 1

Herbert Simon (1960, 1992) distinguishes between two models of individual decision-making: the ________________ model and the __________________ model.

Answer 1

• Rational-economic
• Bounded Rationality (Administrative) Model

Question 2

The __________________ model proposes that decision-makers maximize benefits by systematically searching for and considering all possible alternatives before selecting the optimal one. This model assumes that a decision-maker has comlete information about all possible alternatives and is able to process the information in an accurate, unbiased way.

Answer 2

Rational-economic.

Question 3

The _________________________ model proposes that limited capabilities, time, and resources and other constraints force decision-makers to be less than totally rational. As a result, decision-makers consider solutions as they become available and then select the first solution that meets the minimum criteria of acceptability.

Answer 3

Bounded Rationality (Administrative) Model.

Question 4

Group decisions tend to be superior to individual when groups are composed of individuals with ____________________ skills and when the task is ___________.

Answer 4

• Heterogenous
• Complex

Question 5

______________ was described by Janis (1982) as a suspension of critical thinking that can occur in highly cohesive groups, especially when the leader is highly directive and the group is working under conditions of high stress.

Answer 5

Groupthink.

Question 6

According to Janis, groups engaging in groupthink are characterized by:

a) An illusion of _________________ and unanimity
b) Collective _______________
c) Unquestioned morality
d) Excessive negative stereotyping
e) Strong pressure to ____________
f) Self-appointed “mindguards”
g) Self-censorship of _______________ views

Answer 6

• Invulnerability
• Rationality
• Conform
• Dissenting

Question 7

_______________________ is the tendency for groups to make decisions that are more extreme (more conservative or risky) in the direction of the views initially held by group members than decisions that would have been generated by individual members alone.

Answer 7

Group polarization.

Question 8

___________________ has been attributed to several factors, including the effects of social comparison, mutual reinforcement, and diffusion of responsibility.

Answer 8

Group polarization.

Question 9

Osborn (1957) argued that the creativity of group decisions can be enhanced with __________________, which involves:

a) Encouraging group members to verbalize all ideas that come to mind regardless of how absurd they may seem
b) Requiring members to refrain from evaluating each other’s ideas until after the session is over

Answer 9

Brainstorming.

Question 10

The research on brainstorming _________ been very supporting.

Answer 10

Has not.

Question 11

While _______________ in organizations can lead to improved productivity by increasing worker motivation, creativity, and problem-solving, and fostering positive change, ___________________ can interfere with communication and performance, create a negative climate, and have other negative consequences.

Answer 11

• Functional conflict
• Dysfunctional conflict

Question 12

Formal methods of resolving conflict include: _________________, mediation, and _________________.

Answer 12

• Bargaining
• Arbitration

Question 13

_________________ is probably the most common method for resolving conflict in organizations. Opposite sides exchange offers, counteroffers, and concessions. The effectiveness of this depends on several factors, the most important being the parties view of the situation as being a “win-win” vs. a “win-lose.”

Answer 13

Bargaining.

Question 14

In ______________, a neutral third party uses various tactics to facilitate voluntary agreement between the disputants. However, this third party has no formal power and cannot impose a settlement upon the parties. This party’s role is to clarify the issues and open lines of communication.

Answer 14

Mediation.

Question 15

Mediation involves 3 basic phases:

1. ____________: Clarifying ground rules and collecting information.
2. ____________: Posing issues and generating alternatives.
3. ____________: Pressuring the parties to reach an agreement.

Answer 15

1. Setting the stage
2. Problem solving
3. Achieving an agreement

Question 16

An _________________ has more authority than a mediator, and controls both the process and outcome of conflict resolution.

Answer 16

Arbitrator.

Question 17

In ________________ arbitration, the two sides agree in advance to accept the settlement recommended by the arbitrator.

Answer 17

Binding.

Question 18

In ________________ arbitration, the parties agree only to the arbitration process.

Answer 18

Voluntary.

Question 19

In ______________ arbitration, the arbitrator is free to choose any settlement solution.

Answer 19

Conventional.

Question 20

In _____________ arbitration, the arbitrator must select one of the final offers made by the disputants.

Answer 20

Final.