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Organizational Behavior, 14e (Robbins/Judge) Chapter 14 Conflict and Negotiation If no one is aware of conflict, it is generally agreed that ________. A) employee-employer relations will be good B) conflict is subversive C) no conflict exists D) conflict is inevitable E) conflict is psychologically ...

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Organizational Behavior, 14e (Robbins/Judge) Chapter 14 Conflict and Negotiation 1) If no one is aware of conflict, it is generally agreed that ________. A) employee-employer relations will be good B) conflict is subversive C) no conflict exists D) conflict is inevitable E) conflict is psychologically driven as opposed to physically manifest Answer: C Explanation: Common to most is the idea that conflict is a perception. If no one is aware of a conflict, then it is generally agreed no conflict exists. Diff: 1 Page Ref: 454 Topic: A Definition of Conflict Skill: AACSB: Analytic Skills Objective: Conflict Quest. Category: Concept/Definitional LO: 1 2) Which of the following is not included in the definition of conflict? A) perception B) disruption of tasks C) something that is cared about D) negative effects E) incompatibility Answer: B Explanation: Conflict is defined as a process that begins when one party perceives that another party has negatively affected, or is about to negatively affect, something that the first party cares about. Disruption of tasks is not a part of the definition. Diff: 1 Page Ref: 454-455 Topic: A Definition of Conflict Skill: AACSB: Analytic Skills Objective: Conflict Quest. Category: Concept/Definitional LO: 1

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3) The traditional view of conflict is the belief that conflict is ________. A) harmful B) natural C) necessary D) situationally-dependent E) neutral Answer: A Explanation: The traditional view has argued that conflict must be avoided, that it indicates a malfunctioning within the group. In this school of thought conflict is viewed negatively and discussed with such terms as violence, destruction, and irrationality to reinforce its negative connotation. Diff: 2 Page Ref: 455 Topic: Transitions in Conflict Thought Skill: AACSB: Analytic Skills Objective: Traditional View of Conflict Quest. Category: Concept/Definitional LO: 2 4) The traditional view of conflict argues that conflict ________. A) cannot be avoided B) helps to generate discussion C) can be avoided D) improves productivity E) must be avoided Answer: E Explanation: The traditional view has argued that conflict must be avoided, that it indicates a malfunctioning within the group. In this school of thought conflict is viewed negatively and discussed with such terms as violence, destruction, and irrationality to reinforce its negative connotation. Diff: 2 Page Ref: 455 Topic: Transitions in Conflict Thought Skill: AACSB: Analytic Skills Objective: Traditional View of Conflict Quest. Category: Concept/Definitional LO: 2

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5) Which one of the following is not a term used to describe conflict in the traditional view? A) violence B) apathetic C) destruction D) harmful E) irrationality Answer: B Explanation: The traditional view has argued that conflict must be avoided, that it indicates a malfunctioning within the group. In this school of thought conflict is viewed negatively and discussed with such terms as violence, destruction, and irrationality to reinforce its negative connotation. Diff: 2 Page Ref: 455 Topic: Transitions in Conflict Thought Skill: AACSB: Analytic Skills Objective: Traditional View of Conflict Quest. Category: Concept/Definitional LO: 2 6) Which of the following is not a cause of conflict, according to the traditionalist view? A) general poor communication between people B) lack of openness in the organization C) trust between people in the organization D) management failure to be responsive to employee needs E) management failure to be responsive to employee aspirations Answer: C Explanation: According to the traditionalist view, conflict is a dysfunctional outcome resulting from poor communication, a lack of openness and trust between people, and the failure of managers to be responsive to the needs and aspirations of their employees. Diff: 2 Page Ref: 455 Topic: Transitions in Conflict Thought Skill: AACSB: Analytic Skills Objective: Traditional View of Conflict Quest. Category: Concept/Definitional LO: 2

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7) According to the interactionist's perspective, a group that functions without conflict is ________. A) living up to behavioral ideals B) prone to becoming static and apathetic C) likely to be responsive to the need for change and innovation D) the most productive E) a rare phenomenon Answer: B Explanation: The interactionist view of conflict encourages conflict on the grounds that a harmonious, peaceful, tranquil, and cooperative group is prone to becoming static, apathetic, and unresponsive to needs for change and innovation. Diff: 2 Page Ref: 455 Topic: Transitions in Conflict Thought Skill: AACSB: Analytic Skills Objective: Interactionist View of Conflict Quest. Category: Concept/Definitional LO: 2 8) The ________ view of conflict argues that conflict is necessary for a group to perform effectively. A) human relations B) interactionist C) traditional D) functional E) reactive Answer: B Explanation: The interactionist view of conflict encourages conflict on the grounds that a harmonious, peaceful, tranquil, and cooperative group is prone to becoming static, apathetic, and unresponsive to needs for change and innovation. The major contribution of this view is recognizing that a minimal level of conflict can help keep a group viable, self critical, and creative. Diff: 2 Page Ref: 455 Topic: Transitions in Conflict Thought Skill: AACSB: Analytic Skills Objective: Interactionist View of Conflict Quest. Category: Concept/Definitional LO: 2

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9) Encouraging group leaders to maintain an ongoing minimum level of conflict is part of the ________ view of conflict. A) functional B) traditional C) human relations D) interactionist E) conjunctivist Answer: D Explanation: The interactionist view of conflict encourages conflict on the grounds that a harmonious, peaceful, tranquil, and cooperative group is prone to becoming static, apathetic, and unresponsive to needs for change and innovation. Diff: 2 Page Ref: 455 Topic: Transitions in Conflict Thought Skill: AACSB: Analytic Skills Objective: Interactionist View of Conflict Quest. Category: Concept/Definitional LO: 2 10) Which of the following types of conflict identified by the interactionist view is the least functional and the most damaging to productivity? A) task B) organizational C) relationship D) process E) institutional Answer: C Explanation: Relationship conflict focuses on interpersonal relationships. Studies demonstrate that relationship conflicts are almost always dysfunctional. It appears that the friction and interpersonal hostilities inherent in relationship conflicts increase personality clashes and decrease mutual understanding, which hinders the completion of organizational tasks. Diff: 2 Page Ref: 455 Topic: Transitions in Conflict Thought Skill: AACSB: Analytic Skills Objective: Interactionist View of Conflict Quest. Category: Concept/Definitional LO: 2

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11) ________ conflict supports the goals of the group and improves its performance. A) Formal B) Informal C) Functional D) Dysfunctional E) Reactive Answer: C Explanation: The interactionist view does not propose that all conflicts are good. Rather, functional conflict supports the goals of the group and improves its performance and is, thus, a constructive form of conflict. A conflict that hinders group performance is a destructive or dysfunctional conflict. Diff: 1 Page Ref: 455 Topic: Transitions in Conflict Thought Skill: AACSB: Analytic Skills Objective: Functional Conflict Quest. Category: Concept/Definitional LO: 2 12) Conflict that relates to the content and goals of work is termed ________ conflict. A) job B) task C) relationship D) process E) communication Answer: B Explanation: Task conflict relates to the content and goals of the work. Low to moderate levels of task conflict stimulate discussion of ideas. This means task conflicts relate positively to creativity and innovation, but not to routine task performance. Task conflict is related to positive outcomes only when all members share the same goals and have high levels of trust. Diff: 2 Page Ref: 455-456 Topic: Transitions in Conflict Thought Skill: AACSB: Analytic Skills Objective: Process Conflict Quest. Category: Concept/Definitional LO: 2

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13) ________ conflicts are almost always dysfunctional. A) Task B) Job C) Relationship D) Process E) Functional Answer: C Explanation: Relationship conflict focuses on interpersonal relationships. Studies demonstrate that relationship conflicts are almost always dysfunctional. It appears that the friction and interpersonal hostilities inherent in relationship conflicts increase personality clashes and decrease mutual understanding, which hinders the completion of organizational tasks. Diff: 2 Page Ref: 455 Topic: Transitions in Conflict Thought Skill: AACSB: Analytic Skills Objective: Relationship Conflict Quest. Category: Concept/Definitional LO: 2 14) For process conflict to be productive, it must be ________. A) kept high B) kept low C) kept at low-to-moderate levels D) kept at moderate levels E) subject to managerial control Answer: B Explanation: Low levels of process conflict and low to moderate levels of task conflict can be functional, but only in very specific cases. For process conflict to be productive, it must be kept low. Diff: 2 Page Ref: 455 Topic: Transitions in Conflict Thought Skill: AACSB: Analytic Skills Objective: Process Conflict Quest. Category: Concept/Definitional LO: 2

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15) For task conflict to be productive, it should be ________. A) kept high B) kept low C) kept at low-to-moderate levels D) kept at moderate levels E) subject to managerial control Answer: C Explanation: Task conflict relates to the content and goals of the work. Low to moderate levels of task conflict stimulate discussion of ideas. This means task conflicts relate positively to creativity and innovation, but not to routine task performance. Task conflict is related to positive outcomes only when all members share the same goals and have high levels of trust. Diff: 2 Page Ref: 455 Topic: Transitions in Conflict Thought Skill: AACSB: Analytic Skills Objective: Task Conflict Quest. Category: Concept/Definitional LO: 2 16) Which of the following is not one of the problems that occurs when conflict is encouraged? A) increased group viability B) time lost on the job C) lingering hurt feelings D) increased employee stress E) reductions in cooperation Answer: A Explanation: Workplace conflicts are not productive, they take time away from job tasks or interacting with customers, and hurt feelings and anger often linger. Conflicts produce stress. Studies show that all conflicts reduce trust, respect, and cohesion in groups, which reduces their long-term viability. Diff: 2 Page Ref: 456 Topic: Transitions in Conflict Thought Skill: AACSB: Analytic Skills Objective: Traditional View of Conflict Quest. Category: Concept/Definitional LO: 2

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17) The ________ perspective focuses on productive conflict resolution starting both before and after the behavioral stage of conflict occurs, in order to minimize the negative effects on the organization. A) interactionist conflict B) task conflict C) managed conflict D) process conflict E) traditional conflict Answer: C Explanation: The managed conflict perspective does recognize that conflict is probably inevitable in most organizations, and it focuses more on productive conflict resolution. It strives to find constructive methods for resolving conflicts productively so their disruptive influence can be minimized. Diff: 2 Page Ref: 456-457 Topic: Transitions in Conflict Thought Skill: AACSB: Analytic Skills Objective: Traditional View of Conflict Quest. Category: Concept/Definitional LO: 2 18) The first stage of the conflict process is termed ________. A) cognition and personalization B) behavioral manifestation C) potential opposition or incompatibility D) intention E) habituation Answer: C Explanation: The first step in the conflict process, potential opposition or incompatibility, is the appearance of conditions that create opportunities for conflict to arise. They need not lead directly to conflict, but one of these conditions is necessary if conflict is to surface. Diff: 2 Page Ref: 457 Topic: The Conflict Process Skill: AACSB: Analytic Skills Objective: Potential Opposition or Incompatibility Quest. Category: Concept/Definitional LO: 3

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19) The categories of causes or sources of conflict include all of the following except ________. A) communication B) structure C) group interaction D) personal variables E) All of the above are causes or sources of conflict. Answer: C Explanation: The conditions (causes or sources of conflict) have been condensed into three general categories: communication, structure, and personal variables. Group interaction is not considered a source of conflict. Diff: 2 Page Ref: 457 Topic: The Conflict Process Skill: AACSB: Analytic Skills Objective: Sources of Conflict Quest. Category: Concept/Definitional LO: 3 20) Which of the following is not considered one of the potential sources of conflict? A) too much communication B) group size and specialization C) value similarities D) short job tenure E) too little communication Answer: C Explanation: The potential for conflict increases when either too little or too much communication takes place. Size and specialization can stimulate conflict. Tenure and conflict have been found to be inversely related; the potential for conflict is greatest when group members are younger and when turnover is high. Value similarities do not cause conflict. Diff: 2 Page Ref: 457-458 Topic: The Conflict Process Skill: AACSB: Analytic Skills Objective: Sources of Conflict Quest. Category: Concept/Definitional LO: 3

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21) High job specialization can lead to ________ conflict. A) communication B) structural C) personal-variable D) job-related E) team Answer: B Explanation: Structural conflict includes variables such as size, degree of specialization in the tasks assigned to group members, jurisdictional clarity, member–goal compatibility, leadership styles, reward systems, and the degree of dependence between groups. Diff: 2 Page Ref: 458 Topic: The Conflict Process Skill: AACSB: Analytic Skills Objective: Structure Quest. Category: Concept/Definitional LO: 3 22) Stage II of the conflict process deals with conflict being ________. A) perceived and felt B) apparent and experienced C) expressed and perceived D) overt and covert E) internalized Answer: A Explanation: The potential for opposition or incompatibility becomes actualized in the second stage. Because a conflict is a perceived conflict does not mean it is personalized. It is at the felt conflict level, when individuals become emotionally involved, that parties experience anxiety, tension, frustration, or hostility. Diff: 2 Page Ref: 459 Topic: The Conflict Process Skill: AACSB: Analytic Skills Objective: Perceived Conflict and Felt Conflict Quest. Category: Concept/Definitional LO: 3

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23) In which stage are conflict issues defined? A) potential opposition B) cognition and personalization C) intuitions D) behavior E) reaction and transference Answer: B Explanation: Stage II is important because it's where conflict issues tend to be defined. This is the point when the parties decide what the conflict is about. Diff: 2 Page Ref: 459 Topic: The Conflict Process Skill: AACSB: Analytic Skills Objective: Cognition and Personalization Quest. Category: Concept/Definitional LO: 3 24) ________ intervene(s) between people's perceptions and their overt behavior. A) Intuition B) Intention C) Cognition D) Attributions E) Attitudes Answer: B Explanation: Intentions intervene between people's perceptions and emotions and their overt behavior. They are decisions to act in a given way. We separate out intentions as a distinct stage because we have to infer the other's intent to know how to respond to his or her behavior. Diff: 2 Page Ref: 459 Topic: The Conflict Process Skill: AACSB: Analytic Skills Objective: Intentions Quest. Category: Concept/Definitional LO: 3

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25) In assessing intentions, cooperativeness is the degree to which ________. A) one party attempts to satisfy the other party's concerns B) one party attempts to resolve conflict C) both parties work toward a common goal D) there is an absence of conflict E) one party can empathize with the other Answer: A Explanation: Cooperativeness is the degree to which one party attempts to satisfy the other party's concerns, and assertiveness is the degree to which one party attempts to satisfy his or her own concerns. Diff: 2 Page Ref: 459 Topic: The Conflict Process Skill: AACSB: Analytic Skills Objective: Cooperativeness Quest. Category: Concept/Definitional LO: 3 26) The dimension of assertiveness refers to situations ________. A) in which one party attempts to satisfy his/her own concerns B) in which there is an expression of competition C) involving a major behavior change D) that lead to conflict E) in which one party behaves generously Answer: A Explanation: Cooperativeness is the degree to which one party attempts to satisfy the other party's concerns, and assertiveness is the degree to which one party attempts to satisfy his or her own concerns. Diff: 2 Page Ref: 459 Topic: The Conflict Process Skill: AACSB: Analytic Skills Objective: Assertiveness Quest. Category: Concept/Definitional LO: 3

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27) Which is not one of the five conflict-handling intentions? A) collaborating B) competing C) accommodating D) avoiding E) resisting Answer: E Explanation: We can identify five conflict-handling intentions: competing (assertive and uncooperative), collaborating (assertive and cooperative), avoiding (unassertive and uncooperative), accommodating (unassertive and cooperative), and compromising (midrange on both assertiveness and cooperativeness). Diff: 2 Page Ref: 459 Topic: The Conflict Process Skill: AACSB: Analytic Skills Objective: Conflict-Handling Intentions Quest. Category: Concept/Definitional LO: 3 28) The conflict-handling intention of collaborating is ________. A) assertive and uncooperative B) assertive and cooperative C) unassertive and uncooperative D) unassertive and cooperative E) affective and reflective Answer: B Explanation: Collaborating intentions are assertive and cooperative. Diff: 3 Page Ref: 459 Topic: The Conflict Process Skill: AACSB: Analytic Skills Objective: Collaborating Quest. Category: Concept/Definitional LO: 3 29) The conflict-handling intention of avoiding is ________. A) assertive and uncooperative B) assertive and cooperative C) unassertive and uncooperative D) unassertive and cooperative E) assertive and reflective Answer: C Explanation: Avoiding intentions are unassertive and uncooperative. Diff: 3 Page Ref: 459 Topic: The Conflict Process Skill: AACSB: Analytic Skills Objective: Avoiding Quest. Category: Concept/Definitional LO: 3 14 Copyright © 2011 Pearson Education, Inc.

30) The conflict-handling intention of accommodating is ________. A) assertive and uncooperative B) assertive and cooperative C) unassertive and uncooperative D) unassertive and cooperative E) reflective and emotional Answer: D Explanation: Accommodating intentions are unassertive and cooperative. Diff: 3 Page Ref: 459 Topic: The Conflict Process Skill: AACSB: Analytic Skills Objective: Accommodating Quest. Category: Concept/Definitional LO: 3 31) Which of the following conflict-handling orientations might involve attempting to find a win-win solution? A) avoiding B) collaborating C) accommodating D) compromising E) mollifying Answer: B Explanation: In collaborating, the parties intend to s...