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(3) Organization & Administration > S3_L3: Conflict Management > Flashcards

S3_L3: Conflict Management Flashcards

1
Q

Enumerate the stages of conflict.

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

A
  1. E
  2. B
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3
Q
  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

A
  1. D
  2. A
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4
Q
  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

A
  1. C
  2. A
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5
Q
  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

A
  1. B
  2. D
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6
Q

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.

A

Conflict

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7
Q

Enumerate the levels of conflict.

A
  1. interpersonal conflict
  2. intrapersonal conflict
  3. intra-group conflict
  4. inter-group conflict
  5. intraorganizational conflict
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8
Q
  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

A
  1. C
  2. B
  3. D
  4. A
  5. E
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9
Q

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

A

Approach – approach conflict

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10
Q

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

A

Avoidance - avoidance conflict

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11
Q

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

A

Approach – avoidance conflict

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12
Q

Conflict based on the nature of task

A

Substantive conflict

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13
Q

Any conflict between levels in the organization

A

Vertical conflict

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14
Q

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

A

Role conflict

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15
Q

Any conflict between employees or department with same hierarchical level

A

Horizontal conflict

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16
Q

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

A

Inter-group Conflict

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17
Q

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

A

Conflict

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18
Q

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

A

negative emotions

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19
Q

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

A

positive emotions

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20
Q

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

A

True

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21
Q

Emotional response during interpersonal clashes

A

Affective conflict

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22
Q

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

A

A. Both statements are true

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23
Q

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

A

B. Both statements are false

This is Intrapersonal.

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24
Q

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

A

A. Both statements are true

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25
Q

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

A

C. intra-group conflict

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26
Q

Often involved goal conflict of cognitive conflict

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

A

B. intrapersonal conflict

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27
Q

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

A

A. interpersonal conflict

28
Q

Interpersonal conflict become automatic when this is present

A

Scarce resource

29
Q

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

A

E. None

30
Q

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

A

A. Both statements are true

31
Q

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

A
  1. A
  2. B
32
Q

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

A
  1. C
  2. A, B, C
33
Q

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

A
  1. B, C
  2. A
34
Q

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

A
  1. A, B, C, D
  2. A
35
Q

What are the causes of organizational conflict?

A
  1. managerial expectations
  2. breakdown in communication
  3. misunderstanding the information
  4. lack of accountability
36
Q

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

A

D. lack of accountability

37
Q

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

A

A. managerial expectations

38
Q

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

A

C. misunderstanding the information

39
Q

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

A

Thomas Kilman

40
Q

Enumerate the Conflict Management Styles.

A
  1. competing approach
  2. avoiding approach
  3. accommodating approach
  4. compromise approach
  5. collaboration approach
41
Q
  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

A
  1. E
  2. B
42
Q
  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

A
  1. A
  2. B
43
Q
  1. win-lose approach
  2. win-win approach

A. competing approach
B. avoiding approach
C. accommodating approach
D. compromise approach
E. collaboration approach

A
  1. A
  2. E
44
Q
  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

A
  1. C
  2. D
45
Q
  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

A
  1. A
  2. C
46
Q
  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

A
  1. D
  2. B
47
Q

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

A

True

48
Q

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

A

True

49
Q

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

A

False

50
Q

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

A

A & B only

51
Q

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

A

D. Sympathize

It is best to Empathize, rather than sympathize

52
Q

Division of conflict that conflict stems from interpersonal incompatibilities

A

Relationship

53
Q

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

A

Task

54
Q

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

A

Process

55
Q

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

A

line and staff conflict

56
Q

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

A

latent conflict

57
Q

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

A

False

58
Q

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

A

True

59
Q

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

A

True

60
Q

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

A

All

61
Q

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
A
  1. destructive conflict
  2. spoken conflict
  3. peace
62
Q

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

A

difference in values

63
Q

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

A
  1. withdraw
  2. tension
64
Q

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

A

compromise

65
Q

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

A

collaboration

66
Q

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.

A

collaboration

67
Q

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

A

A. Both statements are true

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