Communication and Conflict Management Study Guide Questions
Course Introduction
This course explores the fundamental principles and practices of effective communication and conflict resolution in both personal and professional settings. Students will examine communication theories, styles, and barriers, and learn how they contribute to the emergence, escalation, and resolution of conflicts. Through case studies, simulations, and interactive discussions, participants will develop practical skills in negotiation, mediation, active listening, and assertiveness. The course also covers strategies for managing difficult conversations, fostering collaboration, and addressing cultural and emotional factors that impact conflict outcomes. Upon completion, students will be equipped with the tools to manage and resolve conflicts constructively, enhancing relationships and promoting positive organizational and interpersonal dynamics.
Recommended Textbook
Interpersonal Conflict 9th Edition by William W. Wilmot
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10 Chapters
285 Verified Questions
285 Flashcards
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Chapter 1: The Nature of Conflict
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28 Flashcards
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Sample Questions
Q1) A spiral that moves only one direction-upward and onward is an example of an "escalatory" spiral.
A)True
B)False
Answer: True
Q2) According to the text,no complaints can be constructive,only destructive.
A)True
B)False
Answer: False
Q3) Increasing accurate self-awareness will help you better manage conflict.
A)True
B)False
Answer: True
Q4) The text says anger is the predominant emotion in all conflicts.
A)True
B)False
Answer: False
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Chapter 2: Perspectives on Conflict
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28 Flashcards
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Sample Questions
Q1) Metaphors that expand the potential in conflict are useful because they portray
A) a neutral approach to conflict.
B) a collaborative approach to conflict.
C) a realistic view of the danger in conflict.
D) a succinct view of the situation.
E) a competitive approach to conflict.
Answer: B
Q2) The text says anger is the predominant emotion in all conflicts.
A)True
B)False
Answer: False
Q3) According to the text,the most useful metaphors for helping us manage conflicts are those of a "trial."
A)True
B)False
Answer: False
Q4) An example of a "neutral" conflict metaphor is a "balancing act."
A)True
B)False
Answer: True
Page 4
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Chapter 3: Interests and Goals
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29 Verified Questions
29 Flashcards
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Sample Questions
Q1) Which of the following are considered to be the "drivers" of disputes?
A) Topic; relationship
B) Relationship; identity
C) Identity; process
D) Process; topic
E) Topic; relationship.
Answer: B
Q2) "Good" conflict goals remain steadfast-they should not change before,during or after a conflict.
A)True
B)False
Answer: False
Q3) If you feel excluded from making an important decision,the element of TRIP you are most likely concerned with it Process.
A)True
B)False
Answer: True
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Page 5
Chapter 4: Power: the Structure of Conflict
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Sample Questions
Q1) Imagine you are looking for a new job.You know that your friend,Alicia,knows the Vice-president of a company where you would like to work.Your text would describe Alicia's influence on you as
A) Interpersonal linkages.
B) Resource control
C) Expertise
D) Communication skills
E) Responsibility
Q2) Which of the following is the most accurate statement about power currencies?
A) Power currencies are independent of one another.
B) Individuals generally have only one or two currencies to use.
C) Developing a repertoire of currencies can help lead to the sharing and balance of power.
D) Power currencies cannot be exchanged.
E) Exclusive reliance on one power currency is a good idea in most contexts.
Q3) When people feel low power,they often engage in very high power moves.Describe some examples of this.What advice would you give to someone feeling so "low power?"
Q4) List,define,and provide examples of the RICE power currencies in interpersonal relationships.
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Chapter 5: Conflict Styles
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Sample Questions
Q1) "Postponement" can be an effective strategy if the emotional elements of the conflict are addressed.
A)True
B)False
Q2) Dave is extremely frustrated with his co-workers; conflict is occurring everywhere,and he doesn't feel like he is valued in his job.He starts thinking to himself he should look for a new job.When one of his co-workers asks him about an upcoming work event,Dave says,"I don't really have time to work on this.It's not like I'll be here anyway," Dave is using which "obliging" behavior?
A) Giving up
B) Disengagement
C) Denial of needs
D) Expression of desire for harmony
E) Avoidance
Q3) Hocker and Wilmot caution the readers about styles.Describe these cautions and discuss their implications for conflict management.
Q4) Identify at least two advantages and two disadvantages of each of the five conflict styles identified by Rahim in your text.
Q5) What is the relationship between domination,threats,and verbal aggression?
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Chapter 6: Emotions in Conflict
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Sample Questions
Q1) What is an XYZ statement? Describe the three parts and write an example for each.
Q2) Which of the following statements is true?
A) Emotions should not be expressed at work.
B) Emotions hinder good decision making.
C) Emotions should be saved for "later."
D) Emotions can be managed.
E) Only women are emotional.
Q3) One important part of expressing anger in a responsible manner includes:
A) Verbally stating the anger.
B) Knowing the difference between venting and acknowledging anger.
C) Refusing to attack each other.
D) Uncover the source of your anger.
E) All of these are helpful in responsibly expressing anger.
Q4) Fear and anxiety often influence our choices in managing conflict.
A)True
B)False
Q5) What is the relationship between anger and fear? What about aggression?
Q6) What do your authors mean when they say you must assume self-responsibility,in terms of emotions,in order to transform your conflicts with others?
Page 8
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Chapter 7: Analyzing Your Conflicts
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Sample Questions
Q1) When analyzing coalitions in a conflict,the member who is "out" is called:
A) the instigator
B) the investigator
C) the isolate
D) the intermediary
E) the mediator
Q2) If a conflict progresses to Stage IV,as described in the book,the authors suggested that a neutral 3<sup>rd</sup>-party become involved to help.
A)True
B)False
Q3) All of the following are key concepts to Systems Theory except:
A) wholeness
B) organization
C) individualism
D) collectivism
E) patterning
Q4) The text claims that a person should never escalate a conflict.
A)True
B)False
Q5) List,describe and provide an example of the principles of Systems Theory.
Page 9
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Chapter 8: Interpersonal Negotiation
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Sample Questions
Q1) Why is "expanding the pie" an effective way of negotiating collaboratively?
A) It threatens both parties into giving up their piece of the pie
B) Someone is always "hungrier."
C) It attempts to expand scarce resources available, altering the conflict structure
D) People become more entrenched in their "positions."
E) The playing field is "leveled."
Q2) How does a person move from competitive to collaborative negotiations? What might you do if you take a collaborative stance and the other takes a competitive stance?
Q3) Luckily,negotiation is similar in all cultures,so once you've learned what is negotiable in one culture,you'll be ready for other cultures.
A)True
B)False
Q4) Collaborative conflict management requires:
A) one person to give up his/her needs.
B) one person to have more power than the other.
C) both people give up something important.
D) too much time to be effective.
E) all parties to give their best communication efforts.
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Chapter 9: Third-Party Intervention
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Sample Questions
Q1) Adjudication is the most competitive method of 3<sup>rd</sup>-party intervention.
A)True
B)False
Q2) Which of the following is a potential advantage for using adjudication to manage conflicts?
A) No advantages exist.
B) Parties will have a firm decision on who is right.
C) Children are usually very satisfied in custody disputes.
D) Power imbalances may be corrected.
E) Less money is spent.
Q3) A "Guardian ad litem" serves as a child advocate in the adjudication system.
A)True B)False
Q4) Being a "coach" requires the same skills as being a good friend to a person in conflict.
A)True
B)False
Q5) What is the most significant difference between mediation and arbitration?
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Chapter 10: The Practice of Forgiveness and Reconciliation
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29 Verified Questions
29 Flashcards
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Sample Questions
Q1) The question,"Am I willing to consider forgiveness as an option?" is most closely related to which of the following stages of forgiveness?
A) Uncovering
B) Work
C) Decision
D) Outcome
E) All of the above
Q2) One effective way to offer forgiveness to another is to ask the person to meet a condition that is important to you.
A)True
B)False
Q3) Identify the four "eddies" a person can get stuck in when s/he feels "wronged." What advice can you give to a person stuck in any of these four?
Q4) According to the text,sometimes forgiveness is best approached as a decision,in order to give the person(s)something to "do.
A)True
B)False
Q5) Explain how the TRIP elements of power may help or hinder the process of reconciliation.
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