Negotiation and Conflict Resolution Final Exam
Questions
Course Introduction
This course explores the theories, strategies, and practical skills necessary for effective negotiation and conflict resolution in a variety of professional and personal settings. Students will learn to analyze the dynamics of negotiation, identify sources of conflict, and develop approaches for managing disputes constructively. Through case studies, simulations, and interactive exercises, the course emphasizes communication techniques, ethical considerations, and cultural factors that influence negotiation processes. By the end of the course, students will be equipped to handle conflicts with confidence and achieve mutually beneficial outcomes.
Recommended Textbook
Interpersonal Skills in Organizations 4th Edition by Suzanne de Janasz
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Chapter 1: Journey Into Self-Awareness
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Q1) Identify and discuss means for obtaining self-awareness and developing your self-concept.Discuss possible limitations for each means.
Answer: Answers will vary but should cover the following topics:
-Self-analysis that includes examining:Behavior (Motivation,modes of thinking,modes of acting and modes of interacting),Personality (five factors:extroversion,agreeableness,emotional stability,conscientiousness,openness to experience),Attitudes,and Perceptions.
-Others' perceptions
-Self-disclosure
-Diverse experiences
Q2) Self-disclosure is a key factor in improving our self-awareness. A)True
B)False
Answer: True
Q3) Behavioral modes of interacting affect the way in which we communicate and share opinions with others.
A)True
B)False
Answer: True
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Chapter 2: Self-Disclosure and Trust
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Sample Questions
Q1) Self-disclosure:
A) benefits only individuals and not their relationships.
B) benefits individuals psychologically and physiologically.
C) is revealing information that is apparent to others.
D) decreases the level of trust in a work environment.
Answer: B
Q2) Emily and her teammates dislike their boss because they feel he overly micromanages the team.This information however is not known to anyone at her office.Which area of the Johari window would best represent this information?
A) Blind
B) Hidden
C) Open
D) Unknown
Answer: B
Q3) Self-description is revealing significant personal information about oneself that is not easily apparent to others.
A)True
B)False
Answer: False
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Page 4
Chapter 3: Establishing Goals Consistent With Your Values and Ethics
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Q1) In writing out his long term goals,Zach should avoid setting time limits or deadlines,as deadlines are more popular for short-term,easy-to attain goals.
A)True
B)False
Answer: False
Q2) The ethics test of common sense is based on the question "Is this action or decision I'm getting ready to take compatible with my concept of myself at my best?"
A)True
B)False
Answer: False
Q3) Faced with an ethical dilemma,Jeff tried to determine if his action was rational and logical.Jeff was evaluating the dilemma through the use of the test of ____.
A) personal ethics
B) purified idea
C) one's best self
D) common sense
Answer: D
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Page 5
Chapter 4: Self-Management
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Sample Questions
Q1) Understanding the levels of emotional intelligence is essential for his self-awareness.
A)True
B)False
Q2) The efforts to control and reduce the tensions that occur in difficult situations are referred to as:
A) personal management.
B) stress management.
C) time management.
D) professional management.
Q3) Progressive muscle relaxation and guided imagery are stress reduction techniques.
A)True
B)False
Q4) People who successfully apply emotional intelligence create win-win relationships and outcomes for themselves and others.
A)True
B)False
Q5) Explain a manager's role in emotional intelligence (EQ).
Q6) Describe the five components of emotional intelligence.
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Chapter 5: Understanding and Working With Diverse Others
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Q1) _____ are more likely to succeed when employees develop a rich understanding of their teams and organization and identify strongly with them.
A) Ethnocentric studies
B) Equal employment opportunity schemes
C) Diversity programs
D) Affirmative action programs
Q2) Write a short description on long-term versus short-term orientation.
Q3) Which of the following is a successful strategy for managing organizational diversity effectively?
A) Ensure that diversity is a bottom-up effort
B) Use the "melting pot" technique
C) Initiate mentoring programs
D) Organize non-aggressive hiring programs
Q4) Stereotyping is a negative attitude toward a person based on his/her membership in a particular group.
A)True
B)False
Q5) Compare and contrast the differences in the ways men and women communicate.
Q6) What is prejudice? Explain with examples.
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Chapter 6: Listening and Nonverbal Communication
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Q1) Sara is usually preoccupied with immediate tasks and seldom has the time to devote to her employees' concerns,individually.Eric,her employee,who is accustomed to not being heard by Sara,does not bother to inform her about the difficulties he is facing in dealing with a new account.As a result of this,his productivity suffers.This kind of reaction from Eric,where he withholds information,expecting it wouldn't be attended to anyway,is a result of:
A) selective memory.
B) selective expectation.
C) inadequate background information.
D) physiological limitations.
Q2) Define the characteristics of attentive listening.
Q3) Some managers hold certain beliefs so dear to their hearts that they are biased.They also have a tendency to turn off speakers who dispute their cherished beliefs even before the position is fully explained.Typically,managers who feel this strongly about an issue:
A) have a fear of being influenced.
B) are highly emotional.
C) have inadequate background information.
D) are bored.
Q4) What is communication and how can it be enhanced?
Page 8
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Chapter 7: Communicating Effectively
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Q1) Presenting information at a level of difficulty that goes beyond the person's understanding can cause message congruency.
A)True
B)False
Q2) Electronic communication:
A) is useful when fast turn-around time is needed.
B) increases the amount of oral interaction between organizational members.
C) is effective only when members of a team are working in the same location.
D) should be the primary medium when the message that needs to be sent is negative.
Q3) Which one of the following options is a benefit of oral communication?
A) It is the best choice when a large amount of complex information must be delivered.
B) It eliminates the need for taking minutes during a meeting or entering personal notes about follow-up actions in a day planner.
C) It enables participants to better remember the major points that were made even after the meeting concludes.
D) It provides an automatic two-way exchange.
Q4) List suggestions for effective verbal communication.
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9
Chapter 8: Persuading Individuals and Audiences
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Q1) A persuader's physical appearance has no effect on credibility,which depends on confidence and expertise.
A)True
B)False
Q2) When Isaac demonstrates that he is reliable,humble and conscientious,he is displaying the _____ characteristic of credibility.
A) expertise
B) trustworthiness
C) composure
D) reciprocity
Q3) The degree to which an action leads to a desirable state is appropriateness.
A)True
B)False
Q4) "Never let them see you sweat" alludes to the contribution that _____ makes to credibility.
A) composure
B) trustworthiness
C) expertise
D) accomplishment
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Chapter 9: Negotiation
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Q1) Research on interacting negotiating parties suggests that personal rapport is more easily developed in _____ communication than with other channels.
A) teleconferenced
B) videoconferenced
C) virtual
D) face-to-face
Q2) No two people will leave a communication with the same perceptions once the terms of agreement is negotiated.
A)True
B)False
Q3) In ____,the goal is a "win-lose" situation,where one of the parties is clearly victorious over the other.
A) a negotiation
B) a lawsuit
C) an arbitration
D) a bargain
Q4) Write a short note on the integrative bargaining strategy.
Q5) What are the different types of third-party negotiators? Explain each in brief.
Q6) How do people deal with others' potentially unethical behavior?
Page 11
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Chapter 10: Building Teams and Work Groups
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Sample Questions
Q1) The term "group" is synonymous with the term "team".
A)True
B)False
Q2) Lillie is a team leader at Salesplus.com.Her team is made up of 15 members.Recently,she has noticed a tendency of some team members to participate much less than others.They seem uninterested and content to let others do the work.This is called:
A) groupthink.
B) social loafing.
C) group polarization.
D) process loss.
Q3) In which stage of team development do members engage in behaviors such as understanding the broad scope and objectives of the project as well as learning about the resources available to the team to complete the project?
A) Norming
B) Storming
C) Forming
D) Performing
Q4) Write a short note on a task force in the workplace.
Q5) Discuss the characteristics associated with a high-performance team.
Page 12
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Chapter 11: Managing Conflict
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Q1) Offering conflict management and negotiation training helps employees deal effectively with differing viewpoints and approaches,which,if managed well,can lead to
A) groupthink
B) alignment of organizational systems
C) innovation
D) diverse experiences among members
Q2) As a manager,setting limits and communicating consequences adds to the existence of conflicts.
A)True
B)False
Q3) The fact that different business units within one organization have different expectations and operating principles is itself a source of conflict.
A)True
B)False
Q4) Conflicts are inevitable;hence,they should be accepted as there is little managers can do to minimize the occurrence.
A)True
B)False
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Chapter 12: Achieving Business Results Through Effective Meetings
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Q1) Soliciting the invitees' input on potential additions or modifications to the agenda can increase their ownership in the meeting's purpose and their commitment.
A)True
B)False
Q2) The research department's subcommittees need to meet and update the other subcommittees of their findings.A(n)_____ meeting would best support their objective.
A)information sharing
B)information seeking C)problem solving
D)symbolic
Q3) A well-defined agenda includes logistical information,such as where and when the meeting will be held and the roles individuals will play.
A)True
B)False
Q4) To maximize a group's effectiveness,what strategies can be implemented after or during the meeting?
Q5) List and explain the four general types of meetings.
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Q6) Write a short note on the wrap-up stage of meetings.
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Chapter 13: Facilitating Team Success
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Q1) _____ behavior of members may hinder or even undermine the team's progress.
A) Maintenance-related
B) Dysfunctional
C) Task-related
D) Gatekeeping
Q2) An appropriate intervention by a facilitator for helping the verbal stumbler who has difficulty expressing his or her opinion is to:
A) ignore his/her view.
B) offer to discuss the point with him/her later.
C) rephrase his/her statements.
D) toss his/her view to the group.
Q3) "Along with diagnosing the behavior of the group,a skilled facilitator should be able to diagnose the behaviors of individuals and choose appropriate responses when these behaviors are exhibited." What are the types of behaviors and appropriate responses that are typically exhibited by a facilitator in team meetings?
Q4) What are the key facilitative prevention strategies?
Q5) Who is a facilitator? What does he typically do?
Q6) What is facilitation? Why is it important?
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Chapter 14: Making Decisions and Solving Problems
Creatively
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Sample Questions
Q1) Which of the following should be considered while evaluating various options in the decision making process?
A) Widening the number of alternatives.
B) Being non-judgmental while evaluating options.
C) Assessing all options,that is,both realistic and unrealistic options.
D) Reducing the risk factors by hypothesizing potential scenarios.
Q2) After every member of the team wrote down brainstormed ideas regarding their task,they proceeded to organize them into categories,discussed the grouping to get agreement and placed a title on each category.This is known as:
A) multivoting.
B) prioritization matrix.
C) affinitizing.
D) assumption smashing.
Q3) Breaking rules can actually enhance creativity.
A)True
B)False
Q4) List the guidelines for brainstorming.
Q5) Suggest a few strategies for increasing individual creativity.
Q6) Define brainstorming and list the different types of brainstorming techniques.
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Chapter 15: Effective and Ethical Use of Power and Influence
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Q1) Which politicking strategy uses emotional appeals based on values and ideas to gain support?
A) Upward appeals
B) Coalition building
C) Consultation
D) Inspirational appeals
Q2) Taking advantage of any training or educational opportunities provided by your organization will increase your:
A) referent power.
B) legitimate power.
C) expert power.
D) information power.
Q3) Understanding the power bases used by his superiors will help Edgar increase the effectiveness of his politicking.
A)True
B)False
Q4) Politicking can be important in complex or competitive organizations.
A)True
B)False
Q5) List some of the tips for keeping organizational politics in check.
Page 17
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Chapter 16: Networking and Mentoring
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Q1) Which of the following is true of informal mentoring?
A) It has a specific time frame.
B) It develops spontaneously.
C) It has a specific method of termination.
D) It has one or more checkpoints for goal setting.
Q2) Darryl is trying to prepare himself mentally for a networking meeting.Darryl should:
A) concentrate only on what he can gain from the meeting.
B) focus more on how what do discuss rather than where to meet.
C) consider ways in which he can contribute to others networking.
D) know that networking is something that should come naturally.
Q3) Tim's relationship with his mentor Bob is being redefined and they are beginning to see each other more as equals.This implies that their relationship is in the cultivation stage.
A)True
B)False
Q4) What are the different barriers to networking?
Q5) The largest portion of a person's network consists of secondary contacts. A)True B)False
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Chapter 17: Coaching and Providing Feedback for Improved Performance
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Q1) Effective feedback provides both instruction and motivation.
A)True
B)False
Q2) Effective coaches need to:
A) focus most on the coaching philosophy
B) focus on the personality of the people involved
C) manipulate coaching sessions to their advantage
D) tend to both human and business needs
Q3) Provide tips for preparing and leading a feedback session.
Q4) Re-engineering has led to the need for senior employees to provide new team members with feedback.This situation reinforces the need for effective feedback as a result of which organizational requirement?
A) Electronic performance monitoring
B) New jobs and roles
C) Self-paced learning
D) Cross-cultural training
Q5) As a supervisor,develop a coaching strategy to help a team through its storming stage.Include both supportive and initiating behaviors without being rigid on solutions.
Q6) Provide a list of skills and characteristics of effective coaches.
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Chapter 18: Leading and Empowering Self and Others
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Q1) Which of the following statements is true of a knowledge worker?
A) Larger product life cycles create a need for the knowledge worker.
B) This category of workers includes only product developers or producers.
C) Constant focus on retaining an old process without any change creates a need for the knowledge worker.
D) They are employees who need and use information to perform their work.
Q2) All of the following are contributing factors in effectively delegating tasks,EXCEPT: A) dual accountability.
B) establishing controls.
C) only accepting finished work.
D) assessing skills.
Q3) In _____ involvement,the organization makes a small shift from the production line or control model and employees are encouraged to contribute ideas.
A) suggestion
B) job
C) high
D) process
Q4) Explain some of the steps leading to self-empowerment.
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Chapter 19: Project Management
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Q1) Managers often need to use _____ techniques,which include rewards,incentives,feedback,or reasoning,to effectively manage projects.
A) communication
B) persuasive
C) empowerment
D) delegation
Q2) Clarifying objectives can be one of the most critical step in project management.
A)True
B)False
Q3) Projects need control and consistency for accomplishing the objectives while still involving all of the project members.This implies project managers should possess _____ skills.
A) communication
B) persuasive and accommodative
C) empowerment and delegation
D) interpersonal
Q4) What are the benefits of project management to organizations,as well as individuals?
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