S3_L3: Conflict Management

Question 1

Enumerate the stages of conflict.

Answer 1

1. latent conflict
2. perceived conflict
3. felt conflict
4. manifest conflict
5. conflict aftermath

Question 2

1. The final stage of conflict during which the outcome of the conflict creates conditions that influence future situations
2. The stage of conflict during which the people involved in a conflict notice that a conflict exists, although they may not yet be able to define it

A. latent conflict
B. perceived conflict
C. felt conflict
D. manifest conflict
E. conflict aftermath

Answer 2

1. E
2. B

Question 3

1. The stage of conflict during which the parties act out the conflict.
2. The stage of conflict during which differences in goals, needs, values or perceptions give someone a suspicion that a conflict may exist

A. latent conflict
B. perceived conflict
C. felt conflict
D. manifest conflict
E. conflict aftermath

Answer 3

1. D
2. A

Question 4

1. During this stage, the people have an emotional reaction to it
2. Has the presence of antecedent conditions

A. latent conflict
B. perceived conflict
C. felt conflict
D. manifest conflict
E. conflict aftermath

Answer 4

1. C
2. A

Question 5

1. Stage where people can choose to act or ignore the source of the conflict
2. Any situation in which a conflict may be observed

A. latent conflict
B. perceived conflict
C. felt conflict
D. manifest conflict
E. conflict aftermath

Answer 5

1. B
2. D

Question 6

Refers to some form of friction, disagreement or discord arising between individuals or within a group when the beliefs or actions of one or more members of the group are either resisted by or unacceptable to one or more members of another group.

Answer 6

Conflict

Question 7

Enumerate the levels of conflict.

Answer 7

1. interpersonal conflict
2. intrapersonal conflict
3. intra-group conflict
4. inter-group conflict
5. intraorganizational conflict

Question 8

1. among individuals within a team
2. within an individual
3. arises among different teams within an organization
4. conflict between two individuals
5. within organizations

A. interpersonal conflict
B. intrapersonal conflict
C. intra-group conflict
D. inter-group conflict
E. intraorganizational conflict

Answer 8

1. C
2. B
3. D
4. A
5. E

Question 9

Situation in which a person has a choice within a 2 or more approaches with positive outcomes

Answer 9

Approach – approach conflict

Question 10

Situation wherein a person must choose between 2 or more alternatives and all has negative outcome

Answer 10

Avoidance - avoidance conflict

Question 11

Situation in which a person must decide whether to do something that had both positive and negative outcomes

Answer 11

Approach – avoidance conflict

Question 12

Conflict based on the nature of task

Answer 12

Substantive conflict

Question 13

Any conflict between levels in the organization

Answer 13

Vertical conflict

Question 14

Kind of conflict where there are cluster of activities that others expect you to person based on your position

Answer 14

Role conflict

Question 15

Any conflict between employees or department with same hierarchical level

Answer 15

Horizontal conflict

Question 16

This level of conflict may be due to competition which is fueled by rivalry in resources or boundary set by other that establishes their own identity

Answer 16

Inter-group Conflict

Question 17

An expression of hostility, which has opposing ideas and actions of different entities thus resulting in an antagonistic state

Answer 17

Conflict

Question 18

_______ have been associated with oversimplifying issues, reducing trust, and interpreting the other party’s behavior negatively.

Answer 18

negative emotions

Question 19

_______ have been associated with taking a broad view of a conflict situation, finding potential relationships among its elements, and arriving at more innovative solutions.

Answer 19

positive emotions

Question 20

TRUE OR FALSE: The kinds of emotions experienced affect the way people handle a conflict.

Answer 20

True

Question 21

Emotional response during interpersonal clashes

Answer 21

Affective conflict

Question 22

TRUE OR FALSE: Resolving a conflict in favor of only some participants will likely lead to future conflict. Conflict can arise as a result of perceptual processes.

A. Both statements are true
B. Both statements are false
C. Only the 1st statement is true
D. Only the 2nd statement is true

Answer 22

A. Both statements are true

Question 23

TRUE OR FALSE: Interpersonal conflict takes place inside a person’s mind. It is psychological and involving thought, values, principles, and emotions

A. Both statements are true
B. Both statements are false
C. Only the 1st statement is true
D. Only the 2nd statement is true

Answer 23

B. Both statements are false

This is Intrapersonal.

Question 24

TRUE OR FALSE: When people work as a group, conflict is one of the most predictable outcomes. Mismanagement of conflict leads to missed opportunities

A. Both statements are true
B. Both statements are false
C. Only the 1st statement is true
D. Only the 2nd statement is true

Answer 24

A. Both statements are true

Question 25

Intellectual disagreement among members based on incompatibilities and misunderstanding A. interpersonal conflict B. intrapersonal conflict C. intra-group conflict D. inter-group conflict E. intraorganizational conflict

Answer 25

C. intra-group conflict

Question 26

Often involved goal conflict of cognitive conflict A. interpersonal conflict B. intrapersonal conflict C. intra-group conflict D. inter-group conflict E. intraorganizational conflict

Answer 26

B. intrapersonal conflict

Question 27

Occurs primarily due to how different people are from one another A. interpersonal conflict B. intrapersonal conflict C. intra-group conflict D. inter-group conflict E. intraorganizational conflict

Answer 27

A. interpersonal conflict

Question 28

Interpersonal conflict become automatic when this is present

Answer 28

Scarce resource

Question 29

The following may be reasons for interpersonal conflict, EXCEPT: A. Personality differences B. Perceptions C. Clashes of values and interests D. Power and status differences E. None

Answer 29

E. None

Question 30

TRUE OR FALSE: Resolving a conflict constructively establishes conditions that foster greater cooperation and the achievement of mutual goals. If people involved dislike the resolution, future conflict may be more dysfunctional. A. Both statements are true B. Both statements are false C. Only the 1st statement is true D. Only the 2nd statement is true

Answer 30

A. Both statements are true

Question 31

Choose as many letters needed. 1. Arise from culturally or individually based differences 2. Arise when individuals or groups define their objectives in incompatible ways A. Differences in values B. Differences in goals C. Differences in needs D. Differences in perception E. Environmental factors

Answer 31

1. A 2. B

Question 32

Choose as many letters needed. 1. Power imbalance 2. Personality differences A. Differences in values B. Differences in goals C. Differences in needs D. Differences in perception E. Environmental factors

Answer 32

1. C 2. A, B, C

Question 33

Choose as many letters needed. 1. Resource scarcity 2. Role conflict A. Differences in values B. Differences in goals C. Differences in needs D. Differences in perception E. Environmental factors

Answer 33

1. B, C 2. A

Question 34

Choose as many letters needed. 1. Ambiguity about roles, resources, tasks 2. Cultural difference A. Differences in values B. Differences in goals C. Differences in needs D. Differences in perception E. Environmental factors

Answer 34

1. A, B, C, D 2. A

Question 35

What are the causes of organizational conflict?

Answer 35

1. managerial expectations 2. breakdown in communication 3. misunderstanding the information 4. lack of accountability

Question 36

Often uses paper trail to find the source of the problem, which can then be addressed. A. managerial expectations B. breakdown in communication C. misunderstanding the information D. lack of accountability

Answer 36

D. lack of accountability

Question 37

To fix this, a manager needs to clearly communicate goals to employees and then confirming those goals in writing A. managerial expectations B. breakdown in communication C. misunderstanding the information D. lack of accountability

Answer 37

A. managerial expectations

Question 38

To fix this conflict, it is best to have the person admit her misunderstanding and work with the affected parties to remedy the situation A. managerial expectations B. breakdown in communication C. misunderstanding the information D. lack of accountability

Answer 38

C. misunderstanding the information

Question 39

Blake and Mouton's Grid for Conflict Management Styles is created by?

Answer 39

Thomas Kilman

Question 40

Enumerate the Conflict Management Styles.

Answer 40

1. competing approach 2. avoiding approach 3. accommodating approach 4. compromise approach 5. collaboration approach

Question 41

1. High level of assertiveness and cooperation 2. Used in dealing with minor conflict situations A. competing approach B. avoiding approach C. accommodating approach D. compromise approach E. collaboration approach

Answer 41

1. E 2. B

Question 42

1. high degree of assertiveness and very low level of cooperation 2. Low assertiveness and low degree of cooperation A. competing approach B. avoiding approach C. accommodating approach D. compromise approach E. collaboration approach

Answer 42

1. A 2. B

Question 43

1. win-lose approach 2. win-win approach A. competing approach B. avoiding approach C. accommodating approach D. compromise approach E. collaboration approach

Answer 43

1. A 2. E

Question 44

1. Low assertiveness and high degree of cooperation 2. moderate level of assertiveness and cooperation A. competing approach B. avoiding approach C. accommodating approach D. compromise approach E. collaboration approach

Answer 44

1. C 2. D

Question 45

1. applied in situations requiring urgent action when necessary to adopt unpopular measures. 2. adapting when necessary the expression of reasonable attitudes, performance development, maintaining a state of good understanding and peace. A. competing approach B. avoiding approach C. accommodating approach D. compromise approach E. collaboration approach

Answer 45

1. A 2. C

Question 46

1. win some, lose some approach 2. no winners and no losers approach A. competing approach B. avoiding approach C. accommodating approach D. compromise approach E. collaboration approach

Answer 46

1. D 2. B

Question 47

TRUE OR FALSE: Unreasonable organizational requirements can conflict with employee’s individual needs

Answer 47

True

Question 48

TRUE OR FALSE: The more effective one is at communicating, the less information conflicts will have to be resolved

Answer 48

True

Question 49

TRUE OR FALSE: Taking responsibility for a mistake does not defuse a potential organizational conflict because a problem has already aroused when the mistake happened

Answer 49

False

Question 50

The following are steps to prevent conflict: A. Sharing objectives B. Being a role model C. Distributing task to only one employee D. Allow your boss to express openly E. No meeting of your team

Answer 50

A & B only

Question 51

The following are steps to resolve conflict, EXCEPT: A. Assure privacy B. Identify key theme C. Focus on issue, not on personality D. Sympathize E. Agree on an action plan

Answer 51

D. Sympathize It is best to Empathize, rather than sympathize

Question 52

Division of conflict that conflict stems from interpersonal incompatibilities

Answer 52

Relationship

Question 53

Division of conflict that is related to disagreements of viewpoints and opinion about a particular task

Answer 53

Task

Question 54

Division of conflict that refers to disagreement over the group’s approach to the tasks, its methods and the group process.

Answer 54

Process

Question 55

any discrepancies in the role definition, role expectation, disagreements, negative emotion, different opinions lies between line and staff

Answer 55

line and staff conflict

Question 56

Stage of conflict where people may be in conflict without being aware

Answer 56

latent conflict

Question 57

TRUE OR FALSE: An organization that has structure will not have a goal incompatibility

Answer 57

False

Question 58

TRUE OR FALSE: The way the organization and its leaders provide rewards can also generate differences in goals

Answer 58

True

Question 59

TRUE OR FALSE: Resolving conflicts can begin when the participants air their points of view and resolve the conflict simply by correcting misinterpretations

Answer 59

True

Question 60

Which of the following is an effect of conflict in an organization: A. Non-productivity B. De-motivation C. Staff turnover D. Absenteeism E. Stress

Answer 60

All

Question 61

fill in the blanks: aims of conflict management 1. Prevent the eruption of ____ 2. Facilitate a move from violent to _____ 3. Enable a transformation from conflict to lasting ____ by addressing root causes and effects of conflict

Answer 61

1. destructive conflict 2. spoken conflict 3. peace

Question 62

This is a source of conflict that arise even with closely knit organizations such as families. These are “personality clashes” likely seen in large groups where turnover is high because individuals have spent less time learning and adopting the organization’s culture

Answer 62

difference in values

Question 63

Avoiding conflict requires the ability to (1)____, avoid (2)____, and has sense of planning in terms of time

Answer 63

1. withdraw 2. tension

Question 64

What conflict management style is suitable if important issues are at stake and if people involved in the conflict have similar hierarchal level?

Answer 64

compromise

Question 65

What conflict management style uses joining of ideas in order to achieve the best solutions of a conflict

Answer 65

collaboration

Question 66

This conflict management style believes that the best solution is defined as the creative resolution of the conflict – as the solution is not generated by a single person but through cooperation.

Answer 66

collaboration

Question 67

TRUE OR FALSE: It is essential that managers identify their management arrangement. Effective management of organizational conflict is essential for the mission of the institution. A. Both statements are true B. Both statements are false C. Only the 1st statement is true D. Only the 2nd statement is true

Answer 67

A. Both statements are true