Self-Assessment Quizzes Flashcards by jana rae

In the interest-based approach, the parties, to varying degrees, treat the conflict as a contest of wills. True or False?

False

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The existence of conflict can never really serve as a positive indicator, signaling opportunities for change and growth. True or False?

False

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Individuals generally take one of two distinct approaches to addressing conflict, which are referred to as situational and interest based. True or False?

False

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At its heart, conflict involves competition between two or more individuals or groups and who are interdependent and perceive that they have incompatible interests. True or False?

True

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When discussing important issues, some are more intent on verbally attacking their opponent’s positions than on engaging in thoughtful debate. True or False?

True

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All the following are important aspects of interest-based approaches to addressing conflicts except:
a) concern for relationship
b) consideration of needs and interests
c) open communication
d) game playing

D) game playing

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The term positional refers to:

a) negotiations in which the parties hold to narrow positions with ample room for compromise.

b) the mind-set that conflicts involve a contest of wills rather than collaboration.

c) all of the answers are correct

d) principle-centered approaches to addressing conflict.

e) a technique used by a skilled negotiator to indicate that she is holding firm to her “position.”

b) the mind-set that conflicts involve a contest of wills rather than collaboration.

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Of the relationships and scenarios that follow, which best exemplifies a positional approach to addressing conflict?

a) A used car salesperson and a prospective buyer making offers and counteroffers regarding the price of a used car.

b) A supervisor and an employee exploring options for the best way to accomplish a project.

c) A husband and wife negotiating who will pick up their three-year-old from child care and who will fix dinner.

d) A mother asking her teenage daughter why she will be coming home after 11:00 p.m.

a) A used car salesperson and a prospective buyer making offers and counteroffers regarding the price of a used car.

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Which response to handling conflict provides the best possibility for achieving a win/win outcome?

a) compromise
b) collaborate
c) compete
d) avoid
e) accommodate

b) collaborate

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Which statement is most accurate? Conflict is not bad, but

a) we should try to avoid engaging in conflict, especially with people we don’t like.

b) the world is a hostile place and we must try not to cause others to dislike us.

c) it is best to act as though conflict is bad to protect ourselves.

d) our experiences cause us to often view conflict as bad and, therefore, avoid it.

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According to the hygiene-motivation theory, good pay will:

a) none of the answers are correct
b) motivate employees to be more productive
c) not motivate employees but will de-motivate them if the amount is reduced
d) motivate employees if the pay is increased on a consistent basis
e) not motivate employees unless the pay is equitable with what others are paid for similar work

c) not motivate employees but will de-motivate them if the amount is reduced

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All of the following are good examples of measures you can take to exercise vigilance to prevent conflict in the workplace, except to:

a) ask employees on a consistent basis how their work is progressing
b) ask an employee to elaborate on his concerns about a stressful situation he is experiencing that he brought to your attention
c) inquire into the health, financial and emotional concerns that you believe are causing an employee’s erratic behaviours
d) express concerns regarding an employee’s personal family situation and offer to help

C) inquire into the health, financial and emotional concerns that you believe are causing an employee’s erratic behaviours

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The following statements about evolving conflicts are true, except that:

a) they require more monitoring than routine daily events but generally do not require intervention
b) they are generally beyond the employees’ ability to address on their own without help
c) the present the manager with the best opportunity to intervene before the matter escalates
d) they require intervention because the parties are often no longer able to communication effectively with one another

a) they require more monitoring than routine daily events but generally do not require intervention

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Which of the following is an example of a trigger over roles, goals, policies and procedures?

a) Lucille isn’t getting along with Ricky because she thinks he doesn’t know how to do his job
b) Charlie thinks he and Sumiko should complain to their boss about having to work overtime, but Sumiko disagrees and says they should not say anything
c) Matt is upset with his boss because she always makes decisions that affect him without consulting him first
d) June is uncomfortable about a recent change requiring her and the other customer service representatives to talk no more than five minutes on the phone with a customer

d) June is uncomfortable about a recent change requiring her and the other customer service representatives to talk no more than five minutes on the phone with a customer

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When two employees are experiencing a routine conflict but are maintaining a good relationship, you should

a) intervene if requested at any time by either employee
b) intervene as early as possible to prevent any possibility of escalation
c) let them figure it out on their own, unless the matter escalates
d) let them figure it out on their own, but only if the conflict is a minor one

c) let them figure it out on their own, unless the matter escalates

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Employees are motivated to increase productivity when they find intrinsic value in their jobs. True or False?

True

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The best approach to addressing a routine daily conflict (or event) is to monitor the situation in the event it escalates. True or False?

True

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A routine daily conflict (or event) is a conflict that has not fully erupted and, therefore, presents your best opportunity to step in and possibly eliminate the conflict, or at least keep it from escalating. True or False?

False

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In the work environment, safety and security needs include environmentally safe working conditions. True or False?

True

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Evolving conflicts are types of conflicts that have increased in intensity and require you to intervene at some level so that they do not escalate into conflicts. True or False

True

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An accommodator often perceives continued competition over unimportant matters as detrimental to the relationship? True or false?

True

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If you are “claiming value” in a negotiation, you are

a) arguing that your position has more value and merit than the other party’s position
b) trying to gain as much as possible for yourself and to give as little as possible to the other party
c) considering the weaknesses in the other party’s position and making claims that your position is stronger
d) considering the other parties’ interests and trying to meet them

b) trying to gain as much as possible for yourself and to give as little as possible to the other party

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Compromising will not be effective in which of the following situation?
a) The parties need to make some progress on a project even if they cannot agree on every detail
b)The parties have worked together for years and compromise seems to work most of the time
c) The parties do not usually work closely with one another so compromise is acceptable at this time
d) the issue is important to both parties, but maintaining a positive working relationship is equally or more important

B & D

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The integrative negotiation model begins with the premise that developing and preserving relationships is a key value of the negotiation process. True or False

True

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According to the Thomas-Kilmann model, the five modes are identified based on the combi- nation of one's degree of assertiveness and degree of cooperativeness. True or False?

True

Integrative negotiation refers to a more open bargaining process whereby the parties share their interests and needs and explore how a resolution may be achieved that will satisfy both. True or False?

True

Compromise solutions are common in labor-management discussions when labor pushes for optimal benefits, pay, and other concessions and management pushes back to maintain profitability and other business interests. True or False?

True

A manager uses the power approach to exert authority absent consideration of the employee's interests or participation in the decision. True or False?

True

The classic collaborator is a giver, seeking always to put the needs of others in front his own. True or False?

False

Kendra wants to encourage two employees to talk through an incident in which one employee allegedly made a sexist remark to another employee. However, Kendra believes the remark was misinterpreted and that the speaker didn't intend to offend the employee. She hopes that she can get the employees to come to some sort of agreement so that a formal complaint can be avoided. If possible, she would like them to return to their prior cordial relationship. Of the possible modes she might encourage them to adopt, which are most consistent with her desired outcome? a) compromising or avoiding b) accommodating or avoiding c) competing or compromising d) compromising or collaborating e) collaborating or accommodating

D) Compromising or collaborating

Which of the following is the best example of a power-based approach used by an employee: a) Yvette keeps asking to speak with her boss about a problem, but he never seems to have the time b) Yvonne files a discrimination claim with the local civil rights agency c) Andrew tells his boss he will talk with his attorney if she continues to evaluate his performance negatively d) Jamal files a grievance for a disciplinary action he feels is unfair

C) Andrew tells his boss he will talk with his attorney if she continues to evaluate his performance negatively

Correctly interpreting nonverbal behavior is easy. True or False?

False

Studies have shown that we communicate the large majority of information nonverbally. True or False?

True

Empathy means having, expressing, hearing, and responding to feelings. True or False?

True

Through which channel do we communicate most of our feelings? a) visual channel b) nonverbal channel c) verbal channel d) para-verbal channel

B) Non-verbal channel

The nonverbal/behavioral channel includes all forms of data that are not spoken or written. True or False?

True

Having feelings, expressing them, hearing them, and responding to them are included in the meaning of which of the following words? a) Sympathy b) understanding c) empathy d) concrete object

c) Empathy

The most abstract "step" on the ladder of abstraction is a) physical representation of a concrete object b) photograph or painting of a real object c) concrete object d) a word

D) A word

Our language is in a circular relationship with a) our deeds b) our thoughts c) our feelings and emotions d) all of the above

d) all of the above

Which of the following is not one of the three channels of communication? a) abstract conceptualization b) para-verbal c) verbal d) nonverbal

a) abstract conceptualization

Studies on interpersonal communication show that most of us use the verbal channel to communicate our feelings and emotions. True or False?

False

An empathic response is a) therapy b) saying, "I understand how you feel." c) the most powerful communication tool available d) a paraphrase of feelings e) a complicated response

c) the most powerful communication tool available

Therapeutic listening helps others gain insight into their patterns of thought and behavior. True or False?

True

The three parts of a message are: a) content, feelings and relationship b) content, feelings, and emotions. c) feelings, therapy, and paraphrasing. d) empathy, support, and rapport. e) none of the above.

a) content, feelings, and relationship

Our most serious conflicts with relationships result when the content of our message is contradicted by our behaviors, when what we say is the opposite of what we do. True or False?

True

Is it appropriate to give an empathic response when a) you are negotiating or mediating a conflict. b) you truly value your relationship with the person. c) you have the time to listen to a lengthy conversation. d) all of the above

D) all of the above

When you are sending an important message orally to another person, it is advisable to ask for a) clarification b) a paraphrase c) an empathic response. d) written instructions. e) all of the above.

b) a paraphrase

It is not appropriate to paraphrase when the message is short and obvious or mostly small talk. True or False?

True

We generally send feelings and emotions through the verbal and para-verbal channels. True or False?

False

A paraphrase is a verbatim restatement of someone's message. True or False?

False

Hearing feelings is communicating at which level of communication? a)Level I b)Level II c)Level III

c)Level III

Absolute responses are a)seldom accurate. b)usually accurate. c)conditionally stated. d)open for interpretation. e)none of the above.

a) seldom accurate.

Descriptive responses a)create defensiveness in the hearer. b)are evaluative. c)are not important unless improvement is necessary. d)inform through specificity.

d)inform through specificity.

Descriptive responses communicate only one's interpretation of events or data. True or False

False

An effective communicator has the ability to respond anywhere along the five communication continua. True or False?

True

Saying, "You'll get over it" is an example of a a)paraphrase. b)solution. c)conditional response. d)description.

b) solution

A supervisor who gives solutions may a)negatively affect the decision-making ability of employees. b)encourage dependency. c)have a difficult time taking a vacation from work. d)all of the above.

d) all of the above

Absolute responses are seldom accurate. True or False?

True

Female employees comment that their male coworkers are typically solution givers. True or False?

True

Descriptive responses describe a situation or a set of data or observations and do not evaluate the situation or data. True or False?

True

Asking "How long has this problem been going on?" is an example of a a)equality message. b)conditional inquiry. c)superior message. d)problem inquiry.

d) problem inquiry

If your total perceived score for the other party is 9 points different from your own personal score (higher or lower), consider a) hiring a professional mediator. b) negotiating your own conflict. c) taking a course on conflict resolution. d) negotiating a win/win agreement.

a) hiring a professional mediator.

When both party's conflict capability questionnaire scores are in the low range, the parties may react defensively and aggressively, verbally attack, or have outbursts of anger. True or False?

True

A person at the opportunist level views nearly all conflicts as win/win. True or False?

False

If your self-score on the conflict capability questionnaire is in the high range (17 points or higher), you are most likely capable of negotiating an effective resolution to your conflict. True or False?

True

Upper management generally expects that conflicts be resolved a) at the lowest level in the management hierarchy. b) by a human resource manager. c) by a professional mediator. d) by the company's lawyers.

a) at the lowest level in the management hierarchy.

If your self score on the conflict capability questionnaire is 17 points or higher you are a) free of serious conflicts. b) a highly skilled mediator. c) most likely capable of negotiating an effective resolution to your conflict. d) unskilled in negotiation.

c) most likely capable of negotiating an effective resolution to your conflict.

During conflict negotiation, you can expect an opportunist-level employee to a) be generally competent in resolving conflict. b) avoid any unpleasantness. c) view any gain for the other side as a loss to herself whether it is or not. d) seek a win/win resolution.

c) view any gain for the other side as a loss to herself whether it is or not.

During a conflict negotiation, you can expect a goal-level employee to a)engage in goal setting and problem solving. b)use manipulation to get his way. c)often engage in stereotypical thinking. d)blame his problems on anyone or on anything other than on his own decisions and actions.

a)engage in goal setting and problem solving.

Opportunist-level employees will strive for immediate advantage and view any gain by another party as a loss for themselves. True or False?

True

When confronting the opportunist-level employee, the supervisor must arrange to have another supervisor or manager as a witness to the proceedings. True or False?

True

Which of the following statements best describes how to determine problem ownership? a)When someone denies that he or she has a problem, he or she owns it. b)Whoever is bothered by someone's behavior or by a situation owns the problem. c)Whoever causes a problem owns the problem. d)If someone tells you that you are bothering him, then you own the problem.

b)Whoever is bothered by someone's behavior or by a situation owns the problem.

Critical reasoning is an important antecedent to change. True or False?

True

Which statement best describes an I-message? a)It is an evaluative statement. b)It is an honest statement that discloses how you genuinely feel. c)It is likely to provoke resistance and anger. d)It is used to send specific solutions to others. e)None of the above.

b)It is an honest statement that discloses how you genuinely feel.

The first step to resolving a conflict is to a)use I-messages to let others know you are upset. b)confront the problem openly. c)identify problem ownership. d)sell the other person on the idea that he or she is causing you a problem.

c)identify problem ownership.

Which of the following is not a part of the three alternatives rule? a)Change your attitude. b)Change your environment. c)Confront the person about his or her behavior. d)Ignore the problem.

d) Ignore the problem

Resolving conflicts starts with identifying problem ownership. True or false?

True

Hidden agendas eliminate obstacles to supportive atmospheres as they attempt to manipulate the other person. True or False?

False

Self-reflection leads to which of the following? a)Problem ownership b)Critical reasoning c)Supportive confrontation d)Open conversation e)None of the above

b)Critical reasoning

A supportive atmosphere fosters an openness in which actions and words are nonjudgmental. True or False?

True

Sell-jobs tend to increase possibilities and conversations tend to expand them. True or False?

False

You must be careful about using I-statements because they tend to cause defensiveness in the other party. True or False?

False

The first step in the collaboration model outlined in this chapter is to analyze the situation. You would do this for all the following reasons except to a)assess your goals for collaborating. b)prepare an argument to persuade the other party to agree with you. c)determine to the extent possible what the other party's interests are. d)determine whether collaboration is warranted.

b)prepare an argument to persuade the other party to agree with you.

A good example of a clarifying question designed to encourage the speaker to open up about her feelings is "when did that occur?" True or False

False

An effective problem statement acknowledges the interests and concerns of both parties without imposing a specific solution. True or False

True

Which of the following questions is least likely to help an individual open up about a situation that concerns him and clarify his feelings? a)Can you give me an example of how the situation made you feel? b)How did that situation make you feel? c)Why do you feel that way? d)Can you tell me more about how that made you feel?

c)Why do you feel that way?

During the implementation and monitoring phase of an agreement, the parties will generally not need to start over with the collaborative process even if they did not define the problem as thoroughly as they should have. True or False

False

Henry said, "I have to work late every night this week. I hate this." Which of the following statements is not an effective paraphrase of Henry's statement? a)"You have to work late every night this week. You hate that." b)"You're complaining about working late every night." c)"You hate working late every night this week." d)"Working late every night bothers you. You don't like it."

b)"You're complaining about working late every night."

Before attempting to collaborate with someone, you must first analyze the situation and decide whether collaboration is in your best interests. True or False?

True

In some cases, after implementing and monitoring an agreement for a while, the parties may realize that it is necessary to start from the beginning with the collaborative process because a)they did not properly define the problem, so they must come to an agreement on what the true problem is. b)the agreement overall seems to be working out, but a few aspects of the agreement are troublesome. c)they did not fully explore all possible options that might resolve the problem, and the option they selected is not working.

a)they did not properly define the problem, so they must come to an agreement on what the true problem is.

The process of brainstorming involves all but one of the following activities: a)generating as many possible options that may solve the problem identified. b)evaluating the options identified by the parties. c)recording the options generated. d)affirming that no idea is too crazy or too dumb.

b)evaluating the options identified by the parties.

Relying on precedent means that the parties consider how situations similar to their own were resolved to determine how they will proceed. True or False?

True

The BATNA is a powerful tool because it educates the negotiator regarding his or her desired outcome and the strength of his or her bargaining position. True or False?

True

Jeff is being placed on a Performance Improvement Plan (PIP). He is negotiating with his supervisor, Margo, the terms of this plan, such as specific tasks and expectations he must fulfill and timelines for completion. To determine whether these terms are fair and reasonable, they should consider all of the following criteria, except: a)company policies concerning performance improvement plans. b)measures used for PIPs in the past for employees in Jeff's position. c)performance standards for Jeff's position. d)current performance indicators for above-average performers in Jeff's position.

d)current performance indicators for above-average performers in Jeff's position.

Dovetailing means eliminating from consideration all options except those that can be easily reconciled by the parties. True or False?

False

When an employee negotiates with his or her manager about how a Performance Improve-ment Plan (PIP) should be structured, they should keep in mind the company's policy regarding PIPs and how the company typically implements them. True or False?

True

If you don't have a good BATNA, you shouldn't bother to negotiate. True or False?

False

All of the following are examples of positional statements, except a)"I'm not going to work overtime tonight." b)"Your expectations about completing this work tonight are unacceptable." c)"I need you to understand the time constraints and pressures I'm under right now." d)"I'm going to file a grievance if you require me to work overtime tonight."

c) "I need you to understand the time constraints and pressures I'm under right now."

In salary negotiations, Ezra wants $68,195 in salary but will accept no less than $63,725. The employer believes that a fair salary for the position is $59,185 but is willing to pay up to $65,950. The settlement range is a)$2,245 b)$4,470 c)$2,225 d)settlement is not possible in this scenario.

c) 2,225

The BATNA is useful to a negotiator for all the following reasons, except that it a)informs the negotiator regarding the point at which it is better to not agree than to accept a proposal that does not satisfy his or her BATNA. b)helps the negotiator gauge whether a proposed offer will meet or exceed his or her needs and interests. c)helps the negotiator decide whether pursuing negotiations is worth it. d)helps the negotiator assess his or her capability in using tactical maneuvers to outwit his or her opponent.

d)helps the negotiator assess his or her capability in using tactical maneuvers to outwit his or her opponent.

To encourage a party with whom you are negotiating to accept your proposal, the least effective approach is to a)"dovetail" common interests, showing how your and her interests can be reconciled. b)agree to concede issues that are less important to you but that are of vital importance to her. c)consider the difficulties she may face in persuading others she must answer to or who may be responsible for implementing the agreement and find ways to help her make the proposal attractive to them. d)make clear to her the actions you will be forced to take if she does not agree to the proposal.

d)make clear to her the actions you will be forced to take if she does not agree to the proposal.

As negotiations draw to a close, a party becomes concerned about the fairness or objectivity of the negotiation process. Your least effective response would be to a)consider the assistance of a neutral third party to help establish objective standards. b)revisit the standards on which a fair agreement should be based. c)explore any issues of trust affecting the party's ability to accept the standards you propose. d)question the other party's motives for challenging the objectivity of the process at this late date.

d) question the other party's motives for challenging the objectivity of the process at this late date

When a party refuses to negotiate with you, the least effective method for encouraging her to negotiate is to a)know the facts and use them to show what may happen if an amicable resolution is not reached. b)appeal to the party's sense of fair play. c)sell the benefits that negotiating will have on improving your relationship. d)increase your negotiating power by improving your BATNA.

b)appeal to the party's sense of fair play.

When someone is at impasse, he or she is usually unwilling to negotiate. True or False?

False

One reason that a party is at impasse may be because you have not fully addressed the party's deepest concerns about the negotiation. True or False?

True

Parties often refuse to negotiate because of a perceived superior bargaining position over the other party. True or False?

True

Of the following examples, the least questionable negotiating tactic is a)as negotiations appear to have concluded, a party apologizes and says he neglected to mention a particular item and would like to discuss it. b)a party says, as you appear to be close to agreement, "Why don't we split the difference?" c)a party tells you that an agreement must be reached today or he cannot guarantee the settlement amount agreed to will be available tomorrow. d)a party says he needs time to think about a proposal and promises to get back to you early the next day.

d)a party says he needs time to think about a proposal and promises to get back to you early the next day.

Seeking the help of a trusted third party to examine the terms of your proposed agreement can help provide an objective viewpoint regarding its fairness. True or False?

True

One approach for responding to a hard bargainer is to insist that you agree on appropriate standards of fairness before proceeding further with negotiations. True or False?

True

Examples of genuine impasse, as distinct from hard-bargaining tactics, include all the following except a) a party wants to call off negotiations to have time to think about a proposal made. b) a party is concerned about the time frames for implementing a proposed agreement. c) the parties have different ideas of the best proposal that will resolve the problem. d) a party is holding out to get the best possible outcome for himself.

d) a party is holding out to get the best possible outcome for himself.

Of these statements, the one that most closely describes impasse is that a party is a) not likely to reach an agreement. b) not ready to agree at the moment. c) unwilling to negotiate. d) unwilling to discuss the issues.

b) not ready to agree at the moment.

Before proceeding with trying to resolve problems between the parties, it is important to frame the parties' issues so that both parties agree on what the problems are. True or False?

True

Mediation is not recommended for situations in which progressive discipline is being considered or implemented. True or False?

True

Caucusing is generally recommended for a manager mediating a dispute between two employees. True or False?

false

When the parties are brainstorming, they are most likely a)trying to define the problem in a way that is agreeable to both. b)telling their stories. c)finalizing their agreement. d)generating options that may address the issue.

d)generating options that may address the issue.

The most effective method of framing an issue is to a)frame the issue in the form of a question that captures both parties' concerns. b)write a detailed list of each party's interests and concerns and use the list as a basis for problem solving. c)ask the parties to write down their understanding of the issue and see if they match. If not, try again until there is general agreement. d)as the mediator, summarize the issue, as you understand it.

a)frame the issue in the form of a question that captures both parties' concerns.

It would be inappropriate for a manager to attempt mediation under the following circumstances except when a)two employees are pointing fingers at each other for an alleged misappropriation of cash from the cash register. b)one employee in the proposed mediation blames the manager for an unrelated negative performance evaluation. c)two employees are angry at each other about a work assignment that is not going well. d)one employee has threatened another.

c)two employees are angry at each other about a work assignment that is not going well. d)one employee has threatened another.

Although caucusing should be used sparingly when mediating a dispute between employees, it can be helpful in the following situations except when a party a)needs the manager's help expressing a viewpoint or feeling to the other party. b)is getting overly excited and angry and needs to calm down. c)wants the manager to persuade the other party to agree to a particular resolution. d)has a private matter to discuss with the manager.

c)wants the manager to persuade the other party to agree to a particular resolution.

The best table and seating arrangement for promoting a mind-set of side-by-side problem-solving, as opposed to an adversarial mind-set, is a rectangular table with the parties sitting at 90-degrees from each other. True or False?

False

In a mediation, use of a rectangular table with the parties seated across from one another and the mediator in between is best when a)you are unable to find an oval or round table. b)as the mediator, you want to be able to look at both parties at the same time. c)as the mediator, you are trying to encourage intimacy in the relationship. d)discussions are heated or contentious.

d)discussions are heated or contentious.

The best place to conduct mediation for two employees you manage is in your office. True or False?

False