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CHAPTER 12 CONFLICT AND NEGOTIATION MULTIPLE CHOICE THE NATURE OF CONFLICTS IN ORGANIZATION 1. Conflict involves disagreement between two or more parties because of: A. mutual interest B. incompatible goals C. resource dependency D. goal congruence Importance of Conflict Management Skills for the Manager 2. EQ is defined as: A. any situation in which incompatible goals, attitudes, emotions, or behaviors lead to disagreement or opposition between two or more parties B. constructive agreement between two or more people C. the positive side of emotional quality D. the power to control one's emotions and perceive emotions in others 3. Estimates show that managers spend what percent of their time dealing with conflict? A. 11% B. 21% C. 31% D. 41% 4. The power not only to control emotions but also to perceive them is termed: A. self-awareness B. emotional intelligence C. disciplined empathy D. emotional perception Functional versus Dysfunctional Conflict 5. Conflict can be functional, or a positive force, in all of the following situations EXCEPT: A. when group and organizational cohesion is broken down B. when it stimulates creativity out of a friendly rivalry C. when it causes individuals or groups to better understand themselves and their contribution to the organization D. when it motivates people to change ANSWER: A, easy, analysis, pg. 280-281 151
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152 Chapter 12 6. You are supervising two work crews that work in adjacent departments performing nearly the same task. You decide to create a competitive situation between them as a means of increasing productivity and performance. Hopefully, you realize that: A. friendly competition does not have to be supervised B. this situation can only be positive C. conflict may emerge and hostile and aggressive behaviors may be disruptive D. functional conflict creates a negative climate ANSWER: C, hard, appl., pg. 280 7. All of the following are negative conflict diagnostic questions EXCEPT A. Is energy being diverted from goal achievement? B. Is the outcome likely to be negative for the organization? C. Are the parties hostile toward each other? D. Do the potential losses exceed any potential benefits? 8. As a manager, your ability to diagnose conflict as good or bad is contingent upon your looking at all of the following EXCEPT: A. the issue B. the parties involved C. the context of the conflict D. the presence of groupthink ANSWER: D, easy, analysis, pg. 281 9. One occasion in which managers should work to stimulate conflict is when: A. there has been a tendency to overuse the devil's advocate perspective B. group members are highly cohesive C. there is only one source of conflict D. the group suffers from groupthink ANSWER: D, easy, analysis, pg. 281 CAUSES OF CONFLICT IN ORGANIZATIONS 10. Which of the following is NOT a structural factor in causing conflict? A.
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