Ob Chapter 9

Front 1

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 is called ______.

Back 1

Conflict

Front 2

True or False

Compromise is one of the worst things one can do when trying to achieve a win-win agreement because it reduces the pressure to bargain integratively.

Back 2

True

Front 3

Jason, a pharmaceutical sales rep, always tries to find a win-win solution when dealing with his clients. Jason’s style is best described by the following conflict-handling strategy: _________.

Back 3

Problem solving

Front 4

Research studies in diverse settings confirm that conflict can be ______ and can improve productivity.

Back 4

Functional

Front 5

Stacey went to school to become a dental assistant but finds that she hates her job. She spends a lot of time complaining about her boss instead of trying to deal with the true source of her anger and frustration. This kind of emotional conflict aimed at a person rather than an issue is called _________.

Back 5

Affective conflict

Front 6

Peter and Joan often have disagreements about how to resolve customer complaints. Peter believes that people are basically honest, but Joan believes that people are basically dishonest. The type of conflict that is related to differences in perspectives and judgments is called __________.

Back 6

Cognitive conflict

Front 7

Linda imposes her will on other people at her office, and in general she does not cooperate. Someone who is assertive and uncooperative, like Linda, is using the conflict management strategy called ______.

Back 7

Forcing

Front 8

True or False

A third-party observer of co-worker personality conflicts should not take sides but, if the conflict persists and becomes dysfunctional, should seek help from direct supervisors or human resource specialists.

Back 8

True

Front 9

In an effort to defuse organizational conflict, which of the following techniques will most likely not help? Smoothing, avoidance, aggressive confrontation, creating shared goals, compromising.

Back 9

Aggressive confrontation

Front 10

Dean Tjosvold of Hong Kong’s Lingnan University suggests three desired outcomes of conflict resolution. Which of the following is not one of the desired outcomes? Agreement, learning, capitulation, stronger relationships.

Back 10

Capitulation

Front 11

The conflict management strategy that combines assertiveness and cooperation is ________.

Back 11

Problem solving

Front 12

The conflict management strategy that represents the mid-range on both assertiveness and cooperation is _____________.

Back 12

Compromising

Front 13

Kevin, the leader of a union, suggested to his members that they should concede on their demands for extra holiday time in order to maintain a positive relationship with the employer. Which conflict-handling intention is Kevin using?

Back 13

Yielding

Front 14

A process in which two or more parties exchange goods or services and attempt to agree upon the exchange rate for them is _______.

Back 14

Negotiation

Front 15

Distributive bargaining involves _______________.

Back 15

Limited amount of resources

Front 16

A formal third party to a negotiation with the authority to dictate an agreement is a(an) ____________.

Back 16

Arbitrator

Front 17

Labor-management negotiations over wages exemplify __________.

Back 17

Distributive bargaining

Front 18

Which will improve your negotiating skills?

Back 18

Address problems, not personalities

Front 19

True or False

Negotiators who are agreeable or extraverted are very successful in distributive bargaining.

Back 19

False