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Chapter 12

MGMT 102

QuestionAnswer
According to a survey of American Management Association executives, managers are likely to spend about 20 percent of their time dealing with conflict. true
Organizational conflict is not a natural part of an organizational structure and should be eliminated immediately. b. false
Decisions decrease in quality when conflicts are involved. false
Half of American employers have implemented internal systems for conflict resolution. false
Conflict develops due to perceived mutually exclusive goals. true
When managers understand the sources of conflict, they aren’t able to select an appropriate communication strategy. false
Reminding managers of the organization’s overall goals can alleviate interdepartmental conflict. true
Venting hostility is detrimental to conflict solving. false
The avoidance or withdrawal strategy combines a low concern for production with a low concern for people. true
When the accommodating strategy is used, managers try to deal with conflict by making the employee with the most seniority happy. false
The accommodating conflict resolution strategy is used more in low- to medium-performance companies. true
The party with the most information is likely to have the better position in a compromise. true
The key to the win-win strategy is that it follows a combative problem-solving approach rather than a mutual one. false
In order to effectively implement the win-win approach managers must believe that competition is better than cooperation. false
A manager needs to enter the conflict situation believing others’ opinions are beneficial. false
Research revealed that problem-solving groups with high trust would exchange relevant ideas and feelings more openly. true
People tend to discuss solutions before defining the problem. true
Cognitive intelligence (IQ) is more important than emotional intelligence (EQ) for managerial success. false
Conflict is always destructive to the organization and should be avoided as much as possible. false
The problem-solving strategy is also known as the win-win approach to conflict management. a. true
According to a survey of American Management Association executives, managers are likely to spend about _____ percent of their time dealing with conflict. 20
Which of the following choices is not a conflict-related axiom relevant to communication? A. conflict develops due to perceived mutually exclusive goals B. conflict involves parties who may have different values or perceptions C. conflict terminates only when each side is satisfied that it has won or lost D. all of the choices are axioms
Which one of the following did the chapter identify as a source of conflict? A. the distribution of limited resources available within the organization
24. Perceived conflict is present when the parties A. recognize the conditions B. misunderstand one another’s true position C. have competing interests D. both A and B are correct
Which conflict should cause managers to be concerned with the dysfunctions of conflict? . felt conflict
Which activities might prevent workplace violence? A. know consequences of behavior B. communicate problems and solutions C. ensure understanding of performance evaluations D. all choices are correct
Which of the following is not a strategy presented for conflict resolution? delegating
Managers who withdraw from conflict A. enjoy less open, upward communication B. are perceived as less helpful C. give employees less knowledge of their attitudes and feelings D. all choices are correct
______ is the conflict resolution where managers try to deal with conflict by making everyone happy. C. Accommodating
Although likely to cause later conflicts, which conflict strategy is the most commonly used by managers? A. forcing
The manager who attempts to meet production goals at all costs, without concern for the needs of others, would use which strategy? D. forcing
Which of the following is not a part of the win-win strategy? A. prevent differences of opinion
The chapter identified a series of beliefs managers need to have to successfully resolve conflict. Which of the following was not one mentioned in the chapter? C. the one with the most seniority knows best
Research shows that problem-solving groups with high trust will: B. develop greater clarification of goals and problems
Which of the following is a communication principle that should be used in applying a win- win conflict resolution strategy? D. repeat key phrases for understanding
Which of the following is not a way to maximize environmental conditions for problem solving? C. review and adjust strengths
37. Emotional intelligence includes all of the following skills except A. ability to think creatively
38. Which of the following is the correct sequence of steps in the problem-solving process? B. define the problem, analyze the problem, brainstorm, develop criteria, find the best solution
What percent of their time do managers spend dealing with conflict? C. 20
40. What is the principle that says we tend to perceive what is important and pleasing to us and avoid what is not? D. selective attention
Organizational conflict is primarily caused by A. mutually exclusive goals
The key to managing personally felt conflict and hostility is . non-defensive communication
In a large bureaucracy with an overabundance of policies, managers are most likely to manage conflict with which strategy? avoiding
Compromise is the conflict resolution strategy to use when A. neither party believes he/she has the power to “force” the issue B. one or both parties believes winning may not be worth the cost C. status differences between the parties are strong D. both A and B are correct choices
When implementing the problem-solving strategy, which types of questions are appropriate? A. open ended B. leading questions C. both A and B are correct choices
Created by: shivanijaswal
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