Exam (elaborations)
Conflict Management
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Conflict Management____ facilitate arbitration - ANSWER-mediators
avoiding is considered a ______ situation - ANSWER-win-lose or lose-lose
competing is considered a ______ situation - ANSWER-win-lose or lose-lose if the outcome adversely
affects the working relationship
compromising is considered a ______ situation - ANSWER-lose-lose
cooperating is considered a ______ situation - ANSWER-win-lose
either or both parties may think they've given up more than the other in which conflict resolution
outcome? - ANSWER-compromising
for successful conflict management to occur, ____ needs to be observed - ANSWER-courtesy
for successful conflict management to occur, _____ carefully and don't _____ - ANSWER-listen carefully,
don't prejudge
for successful conflict management to occur, _____ is needed to solve the conflict - ANSWER-authority
for successful conflict management to occur, all parties must agree to ______ - ANSWER-communicate
for successful conflict management to occur, don't ______ how the conflict occurred, instead focus on
what? - ANSWER-don't belabor how the conflict occurred,
instead focus on what should be done to keep it from recurring
for successful conflict management to occur, focus should be on the _____ of the disagreement, not on
______ - ANSWER-focus on causes of disagreement,
not on personalities
for successful conflict management to occur, get all the info possible and differentiate between ____
and _____ - ANSWER-facts and opinions
for successful conflict management to occur, parties should concentrate on _______, not ______ -
ANSWER-concentrate on understanding,
not agreement
for successful conflict management to occur, parties should try to arrive at solutions acceptable to
_______ - ANSWER-everyone concerned
for successful conflict management to occur, sessions should be facilitated in a _____ manner -
ANSWER-formal
for successful conflict management to occur, the conflict should be entered into with expectations of
____ - ANSWER-compliance
for successful conflict management to occur, there needs to be _____ listening to the other side -
ANSWER-active
, Conflict Management
for successful conflict management to occur, what is not tolerated? - ANSWER-derogatory language or
gestures,
threats
how can parties avoid a lose-lose situation? - ANSWER-both parties must be willing to give up something
of equal value
in interest-based conflicts, _____ and _____ attachment are stringed to the issue of conflict - ANSWER-
emotional and psychological attachment
in which kind of conflict are there areas of accountability and systemic communications? - ANSWER-
organizational
in which kind of conflict do parties come with different interests? - ANSWER-interest-based
in which kind of conflict do you need to know what the individual feels and perceive about the conflict? -
ANSWER-relationship
in which kind of conflict is the information received by an individual inaccurate or inadequate enough to
support their position? - ANSWER-information
in which stage of Filley's Conflict Process model are feelings and attitudes present and they affect the
conflict? - ANSWER-3) felt conflict
in which stage of Filley's Conflict Process model do previous conditions predict conflict behavior? -
ANSWER-1) antecedent conditions or latent conflict
in which stage of Filley's Conflict Process model has no conflict actually occurred? - ANSWER-1)
antecedent conditions or latent conflict
in which stage of Filley's Conflict Process model is action taken? - ANSWER-4) manifest conflict
in which stage of Filley's Conflict Process model is conflict born? - ANSWER-2) perceived conflict
in which stage of Filley's Conflict Process model is conflict emotionalized - ANSWER-3) felt conflict
in which stage of Filley's Conflict Process model is tension decreased, negotiation done, and problem
solving complete? - ANSWER-5) conflict aftermath or resolution
in which stage of Filley's Conflict Process model is there a cognitive awareness that a stressful situation
exists? - ANSWER-2) perceived conflict
smoothing/accommodating is considered a ______ situation - ANSWER-win-lose
T/F: mediators own the problem and are responsible for its resolution - ANSWER-F: the parties own the
problem and are responsible for the resolution
what are some "felt" emotions in Filley's Conflict Process model? - ANSWER-anger,
hostility,
fear,
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