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1. The conflict escalation process (Connect, Perform) Match each situation with the conflict escalation stage that best describes it. Answer Key Terms Descriptions Hardening A. Communication with your opponent is ended as winning is no longer possible . The goal becomes outlasting your opponent and destroying her power base. Fragmentation of the B. You and your opponent calmly discuss the objective issues involved in the conflict. enemy Images and coalitions C. Your opponent tells your coworkers that you lied to her about how much money was left in the budget that you both have been discussing how to manage. Loss of face D. Rather than discussing the issues the goal becomes winning. You try to mobilize your colleagues to support your position. Match each situation with the term or concept that best describes it. Differing task goals Resource constraints Poor communication Differing process goals Change Information conflict Interpersonal differences Values conflict Task interdependence Structural conflict If your colleague's new product proposal gets approved then there won't be enough money left in the budget for the new product you want your team to develop. You and your coworker Olafjust don't get along no matter how hard you try. Marketing employees want to provide a lot of product variety to maximize sales but production employees prefer efficiencies and low costs and seek long, economical production runs ofa limited number of products. Select the term that best completes the sentence. Dysfunctional conflicts focus on V and differences between the two parties. Match each situation with the term or concept that best describes it. Differing task goals Resource constraints Poor communication Differing process goals Change Information conflict Interpersonal differences Values conflict Task interdependence Structural conflict If your colleague's new product proposal gets approved then there won't be enough money left in the budget for the new product you want your team to develop. You and your coworker Olafjust don't get along no matter how hard you try. Marketing employees want to provide a lot of product variety to maximize sales but production employees prefer efficiencies and low costs and seek long, economical production runs ofa limited number of products. Select the term that best completes the sentence. Dysfunctional conflicts focus on V and differences between the two parties. resource constraints Choose the best conflict de-esca ituation. personalities In the \"hardening\" stage of confl -ngaged in an open discussion with your subordinate about why she has consistently been late emotions to work. Choose the best conflict deesca/ation strategy for the situation. In the \"hardening\" stage of conflict escalation, you are engaged in an open discussion with your subordinate about why she has consistently been late to work. Q Remind your subordinate that a winwin solution can still be found 0 Use delay tactics to buy time for you and your subordinate to diffuse their emotions 0 Be an empathetic listener 2. Interpersonal conflict management strategies (Connect, Perform) Identify the interpersonal conflict management strategy illustrated by the situation. Because you dislike conflict, you try to stay out of situations that may generate it. Q Avoiding O Accommodating O Compromising For each example presented in the following table, identify the interpersonal conict management strategy being illustrated. Example Competing Collaborating Compromising Avoiding Accommodating When a client asks for a discount that is hard for you to give, you ask if the client can double the size of the order to O O O O 0 make it possible for you to make a sufficient profit on the deal. Because you don't care which alternative is chosen, you tell your colleague that you'll go along with whatever he 0 O O O O p refe rs . Although you think there may be a better alternative, you worry that bringing this up will prompt aggression from O O O O 0 your coworker so you decide to stay silent. Your colleague tells you that if she can't reduce the price 10% for a client by 5 PM today then she'll lose the account. Match each description with the corresponding term or concept that best describes it. In general, each style of handling interpersonal conflict is appropriate and ethical in some situations as long as V you win in the end it is used to attain the organization's proper goals . . r concept that best describes It. the other party saves face ct is appropriate and ethical in some situations as long as v 3. Conflict resolution behaviors (Connect, Perform) Use your knowledge of conflict resolution to select the best responses for the follo wing questions. If you are mediating a conflict, what action should you take? 0 Ask open rather than leading questions 0 Try to get both parties to see you as the enemy so that they are more willing to work together 0 Take a side as early as you can Professionals in conflict resolution training suggest four areas of skill development. Three of them are listening, questioning, and mediating. What is the fourth? O Remaining neutral 0 Communicating nonverbally O Demonstrating empathy Which of the following is NOT a mediation skill? O Staying calm O Arguing O Remaining neutral 4. Negotiation and alternative dispute resolution (Connect, Perform) Use your knowledge of distributive and integrative negotiation to select the best answers for the following questions. In this form of alternative dispute resolution, a third party attempts to build a positive relationship between two other parties. The outcome of the process is to facilitate a settlement which can be binding if both parties agree. 0 Mediation O Conciliation O Arbitration To mediate conflicts with consumers efficiently and fairly, many companies use this. 0 Negotiation O A BATNA 0 An ombudsman Conciliation, mediation, and arbitration are three types of V . 4. Negotiation and alternative dispute resolution (Connect, Perform) Use your knowledge of distributive and integrative negotiation to select the best answers for the following questions. In this form of alternative dispute resolution, a third party attempts to build a positive relationship between two other parties. The outcome of the process is to facilitate a settlement which can be binding if both parties agree. 0 Mediation O Conciliation O Arbitration To mediate conflicts with consumers efficiently and fairly, many companies use this. 0 Negotiation integrative negotiation O A BATNA distributive negotiation 0 An ombudsman alternative dispute resolution Conciliation, mediation, and arbitration are three types of V . If Andy Pforzheimer, owner of Barcelona Restaurants, were to argue with one of the restaurant managers over whether it was more important to focus on staffing the chef positions or to focus on having the wait staff in the restaurant perform well, what would be the source of their conflict? 0 Organizational structure 0 Change 0 Differing process goals 0 Poor communication Use your knowledge of Glasl's ninestage model of conflict escalation to classify the following statement or situation according to the appropriate denition. (Note: Not all of these descriptions portray situations encountered at Barcelona Restaurants. Most of the following statements are ctional and provided strictly for the purposes of answering the question ). Action Loss over Images and of Example Debate words coalitions face Andy, the owner of Barcelona, states factual concerns about the cost of food, the price margin of food, and their impact on the profit margin of the restaurant. The restaurant O O O O manager responds with cou nterarguments about current and previous performance. Assume you are Andy Pforzheimer, owner of Barcelona Restaurants, and you are involved in intense conflict with one of your restaurant managers. You realize that the conflict has escalated to the point at which it is no longer functional conflict and you wish to deescalate it. Which of the following actions should you take to deescalate the conflict? Check all that apply. C] Be an empathetic listener C] Raise your voice to get attention about important points C] Focus your attention on the other person C] Control your body language and relax Assume you are the COO of Barcelona Restaurants and you are in a heated disagreement with one of your restaurant managers over how suckling pig is processed and served. The conflict escalates but you realize that it is critical to maintain a strong stance because you will set a poor precedent if you allow the food to be prepared incorrectly. Food safety is not something that can be negotiated. As a result, you feel strongly that you must get the restaurant manager to agree to do things the proper way. Which of the following conflict management styles would best fit this situation? 0 Compromising O Avoiding O Competing O Accommodating