Conflict Management Exam Preparation Guide
Course Introduction
Conflict Management explores the causes, dynamics, and resolution strategies of interpersonal, organizational, and international conflicts. The course examines theories of conflict, effective communication techniques, negotiation tactics, and mediation processes, equipping students with practical skills to address and resolve disputes in diverse settings. Through case studies, role-playing exercises, and analytical discussions, students learn to recognize sources of conflict, assess stakeholder interests, and implement collaborative approaches that foster positive, long-term outcomes.
Recommended Textbook
Interpersonal Conflict 9th Edition by William W. Wilmot
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10 Chapters
285 Verified Questions
285 Flashcards
Source URL: https://quizplus.com/study-set/3600
2
Chapter 1: The Nature of Conflict
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28 Verified Questions
28 Flashcards
Source URL: https://quizplus.com/quiz/71476
Sample Questions
Q1) Once a person becomes truly skilled at managing conflict,s/he will not have to deal with it-conflict IS avoidable.
A)True
B)False
Answer: False
Q2) Unresolved conflict can have an impact on a person's mental health.
A)True
B)False Answer: True
Q3) According to the text,an interpersonal conflict requires that the struggle is expressed.
A)True
B)False Answer: True
Q4) A spiral that moves only one direction-upward and onward is an example of an "escalatory" spiral.
A)True
B)False Answer: True
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Chapter 2: Perspectives on Conflict
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28 Verified Questions
28 Flashcards
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Sample Questions
Q1) In "individualistic" cultures,people are more likely to resolve conflict through competition and collaboration.
A)True
B)False
Answer: True
Q2) A potential "benefit" to addressing conflict is the ability for persons in a relationship to better understand each other.
A)True
B)False
Answer: True
Q3) Which of the communication cultures below is generally characterized by norms that favor competition,low or non-expressiveness,and communication used for concrete purposes?
A) feminine communication culture
B) Asian communication culture
C) masculine communication culture
D) Native American culture
E) both a and c
Answer: C
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Page 4
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 statement is NOT true about relational issues and identity?
A) Identity issues do not affect relationship messages.
B) You always give relational messages.
C) We each translate or interpret relational messages differently.
D) Relational interests are more important than topic interests.
E) Our relational interests are triggered in reaction to the other's behavior.
Answer: A
Q2) When roommates argue about whose turn it is to do the dishes,they are likely to be arguing about the process.
A)True
B)False
Answer: True
Q3) Relationship goals refer to those that answer the question
A) "What do we want?"
B) "Who are we to each other?"
C) "Who am I in this interaction?"
D) "What communication process will be used?"
E) "How do others define our relationship?"
Answer: B
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Page 5
Chapter 4: Power: the Structure of Conflict
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26 Verified Questions
26 Flashcards
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Sample Questions
Q1) Hocker and Wilmot contend that power is not owned by an individual,but is a product of a social relationship.
A)True
B)False
Q2) According to the text,if you aren't the "boss" at work,you don't really have any power.
A)True B)False
Q3) Latisha appreciates the fact that she as been trained in the art of public address because she finds that in many situation she can employ her ____________ as a power currency.
A) Interpersonal linkages
B) Resource control
C) Expertise
D) Communication skills
E) Responsibility
Q4) List,define,and provide examples of the RICE power currencies in interpersonal relationships.
Q5) What does it man to say that "power is relational?" Provide specific examples to support you explanation.
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Chapter 5: Conflict Styles
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29 Verified Questions
29 Flashcards
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Sample Questions
Q1) Rashid is responsible for taking care of his younger brother one afternoon a week,but he does not like to come across the "authority figure" with his brother.Instead,he would prefer to be viewed as fun- loving.When his brother begins to jump on the couch for the fourth time one afternoon,Rashid tells him (again!)to quit or the little brother won't be able to go to his favorite restaurant tomorrow for their uncle's birthday.Which of the following best describes the credibility of Rashid's threat?
A) It is not credible because Rashid appears unwilling to invoke the punishment.
B) It is not credible because Rashid does not control the outcome of the sanction.
C) It is credible because the punishment is not something to be avoided.
D) It is credible because Rashid seems willing to carry out the punishment.
E) It is not credible because it is not a negative sanction.
Q2) List,describe,and give an example of the five kinds of analytic remarks you might use when "integrating" with others?
Q3) What is the relationship between domination,threats,and verbal aggression?
Q4) Explain the difference between "aggressive" and "assertive" behavior,using terminology from the chapter and specific examples.
Q5) Differentiate between complementary and symmetrical patterns of conflict.
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Page 7
Chapter 6: Emotions in Conflict
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30 Verified Questions
30 Flashcards
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Sample Questions
Q1) 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.
Q2) Your authors contend that conflict always occurs on an emotional dimension.
A)True
B)False
Q3) Because anger is such a negative emotion,you should never express it.
A)True
B)False
Q4) Self-protective emotions are associated with:
A) The right hemisphere of the brain
B) The left hemisphere of the brain
C) Physical triggers
D) Destructive individuals
E) Our identities
Q5) Explain what it means to be a "Warrior of the Heart."
Q6) What is the relationship between anger and fear? What about aggression?
Page 8
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Chapter 7: Analyzing Your Conflicts
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29 Verified Questions
29 Flashcards
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Sample Questions
Q1) Three bank employees had heard a lot of complaints from customers about how they were treated by other employees of the bank.These three people began to talk regularly about the problems they were hearing about and what they could do to avoid them in the future.Formation of this council is an example of which coalition principle?
A) Coalitions begin for good reasons.
B) Coalitions and counter-coalitions become self-justifying.
C) Coalitions, which began as solutions to problems, become the problem.
D) Drawing coalitions gives you a diagnostic aid.
E) Forming coalitions occurs only in the workplace.
Q2) List,describe and provide an example of the eight parts of the Conflict Assessment Guide.
Q3) "Intimate-aggressive" couples can be satisfactory for the individual parties,but they often engage in aggression that is too mean.
A)True
B)False
Q4) Summarize the guidelines put forth in the Difficult Conversations Guide.Use these guidelines to construct three specific suggestions for a conflict you have experienced in the past or are experiencing now.
Q5) List,describe and provide an example of the principles of Systems Theory.
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Chapter 8: Interpersonal Negotiation
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28 Verified Questions
28 Flashcards
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Sample Questions
Q1) From a competitive approach,Principled Negotiation may appear weak.According to the authors of your text,strength or toughness comes in the form of:
A) accommodating the other.
B) firm flexibility.
C) standing up for your principles at all costs.
D) relying on criteria established by others.
E) inherent interests
Q2) According to Hocker and Wilmot,true negotiating involves "active engagement," not avoidance.
A)True
B)False
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) In what ways is principled negotiation different form other forms or perspectives of negotiation?
Q5) Briefly describe and give a "real life" example of the XYZ skill in a real or hypothetical situation.
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Chapter 9: Third-Party Intervention
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29 Verified Questions
29 Flashcards
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Sample Questions
Q1) List,describe,and illustrate the five stages of the mediation process.Explain how each stage is important to the process.
Q2) When power between two parties is highly imbalanced,adjudication is likely to be the best form of third-party intervention.
A)True
B)False
Q3) Which of the following statements is FALSE?
A) Children can be effectively trained as mediators.
B) Mediators need to be masters of the process.
C) The mediator's job is not to advocate solely on behalf of one of the parties.
D) Mediation takes many different forms in different contexts.
E) Mediators need to be content experts in the area of dispute.
Q4) One risk of informal intervention is "becoming the enemy."
A)True
B)False
Q5) When conflicting parties arbitrate,they consider the advice of the arbitrator,but they can still choose what they want to do.
A)True
B)False
Q6) What is the most significant difference between mediation and arbitration?
Page 11
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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) Sarah has recently been robbed and is leery of leaving her apartment if unnecessary.According Layton's forgiveness process,Sarah is in the midst of which of the following steps?
A) Injured innocence
B) Obsession
C) Fear
D) Transformation
E) Transcendence
Q2) Repairing a relationship so re-engagement,cooperation and trust become possible is what your book calls "reconciliation."
A)True
B)False
Q3) A person who gets caught up in what has happened to her/him and uses the story to get sympathy from others may be caught up in the "eddy" of:
A) resentment.
B) victimization.
C) revenge.
D) depression.
E) withdrawal.
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Page 12