1) Networking potentially increases a person's power by:

A. increasing the person's legitimate power.

B. decreasing the person's centrality.

C. increasing the person's referent power.

D. decreasing the person's reward power.

E. increasing the person's coercive power.

2) Which of these sources of power originates mainly from the person rather than the position?

A. Referent power

B. Legitimate power

C. Coercive power

D. Reward power

E. Perceived right

3) Which of these refers to the degree and nature of interdependence between the power holder and others?

A. Visibility

B. Substitutability

C. Centrality

D. Discretion

E. Expertise

4) Employees are more likely to comply with a supervisor's legitimate power when the:

A. employees have high power distance.

B. power holder gives orders outside the employees' normal role requirements.

C. company encourages people to disobey orders that interfere with their work.

D. manager has little charisma.

E. manager has a very good reward system in place.

5) _____ is an integral part of exchange.

A. Silent authority

B. Coerciveness

C. Ingratiation

D. Negotiation

E. Assertiveness

6) DoubleTalk, Inc.

At DoubleTalk, Inc., Joe, a supervisor, pushes his employees' performance by constantly checking their work and threatening them if they fail to keep their deadlines. After months of mistreatment, the employees get together and sign a letter to the human resources department to express their grievances.

What form of influence are the employees using?

A. Impression management

B. Coalition formation

C. Referent

D. Assertiveness

E. Persuasion

7) The norm of reciprocity is a central and explicit theme in _____ strategies.

A. persuasion

B. exchange

C. upward appeal

D. impression management

E. coalition

8) Angela wears a business suit to work every day in her job as a college business professor. Which of the following influence tactic does this refer to?

A. Persuasion

B. Forming coalitions

C. Networking

D. Impression management

E. Exchange

9) Employees also have _____ power over their bosses through their feedback and ratings in 360-degree feedback systems.

A. referent

B. reward

C. legitimate

D. expert

E. coercive

10) Influence tactics that rely on expert power:

A. tend to produce compliance.

B. can undermine trust.

C. tend to build commitment.

D. tend to create resistance.

E. tend to hurt future relationships.

11) An influence tactic is called "soft" because it:

A. lacks strength.

B. appeals to people's value system.

C. are based on nonverbal communication.

D. is based on personal power.

E. is based on legitimate authority rather than coercion.

12) _____ involves calling upon higher authority or expertise, or symbolically relying on these sources to support the influencer's position.

A. Ingratiation

B. Assertiveness

C. Machiavellianism

D. Exchange

E. Upward appeal

13) When negotiators have an audience watching their progress in the negotiations, the audience's negotiator:

A. is more likely to give in to the other party's demands.

B. pays more attention to saving face.

C. feels and acts the same as if no one were viewing the negotiation.

D. tends to be more willing to make concessions to the other party.

E. tends to feel more cooperative and is more willing to make concessions to the other party.

14) You have resolved a conflict with another department by offsetting your losses by equally valued gains. Which of the following conflict handling styles is used here?

A. Forcing

B. Yielding

C. Avoiding

D. Compromising

E. Problem-solving

15) The process in which one party perceives that its interests are being opposed or negatively affected by another party is called:

A. mediation.

B. conflict.

C. negotiation.

D. dialogue.

E. arbitration.

16) NewTel, Inc.

NewTel is a telephone company with a policy of filling positions internally through promotions, rather than hiring from outside. Until recently, the company had a strong engineering focus and tended to promote people into senior executive positions from the engineering areas. Consequently, almost all of the company's 14 senior executives joined the company over 20 years ago in junior engineering positions. There is increasing pressure on NewTel to become more marketing and service-oriented. As a result, four people were hired last year from consumer products and retail firms to fill new senior executive positions in marketing and service management. The external hires were necessary because current employees were not sufficiently qualified. Now there are signs of tension among senior executives, particularly during budget deliberations where there is limited discretionary spending on new corporate activities. The four new hires have been frustrated in their attempts to have the company put more money into marketing and customer services instead of technology investment and blame the senior executives for being hard-headed. The conflict episodes are viewed by both sides as personal attacks rather than attempts to resolve the problem.

The conflict at NewTel appears to be:

A. constructive conflict.

B. legitimate conflict.

C. task-related conflict.

D. relationship conflict.

E. cooperation conflict.

17) Charlotte International

Employees at Charlotte International have been frustrated with the management on just about everything. The conflict episodes are viewed by both sides as personal attacks rather than attempts to resolve problems. Both sides have decided to seek third-party dispute resolution. Management prefers a third-party intervention that has high process and decision control while employees prefer a high level of process control and not decision control.

Employees at Charlotte International prefer which of the following types of third-party intervention?

A. Inquisitor

B. Competitor

C. Arbitrator

D. Abstainer

E. Mediator

18) Based on the characteristics of constructive conflicts, which of the following would help a manager create constructive conflicts during a debate?

A. Support the weaker members during the debate

B. Explain conflict in terms of interpersonal incompatibilities

C. Support the stronger members during the debate

D. Keep the debate focused on the issue

E. Maintain competitive orientation in the debate

19) NewTel, Inc.

NewTel is a telephone company with a policy of filling positions internally through promotions, rather than hiring from outside. Until recently, the company had a strong engineering focus and tended to promote people into senior executive positions from the engineering areas. Consequently, almost all of the company's 14 senior executives joined the company over 20 years ago in junior engineering positions. There is increasing pressure on NewTel to become more marketing and service-oriented. As a result, four people were hired last year from consumer products and retail firms to fill new senior executive positions in marketing and service management. The external hires were necessary because current employees were not sufficiently qualified. Now there are signs of tension among senior executives, particularly during budget deliberations where there is limited discretionary spending on new corporate activities. The four new hires have been frustrated in their attempts to have the company put more money into marketing and customer services instead of technology investment and blame the senior executives for being hard-headed. The conflict episodes are viewed by both sides as personal attacks rather than attempts to resolve the problem.

The marketing executives and the other executives operate independently. However, they share the resources and money in the organization. This kind of interdependence is referred to as:

A. total interdependence.

B. sequential interdependence.

C. orderly interdependence.

D. pooled interdependence.

E. reciprocal interdependence.

20) Which of the following immediately follows conflict perceptions and emotions in the conflict process?

A. Sources of conflict

B. Manifest conflict

C. Conflict outcomes

D. Conflict management

E. Conflict beliefs

21) XYZ Company

As a manager for XYZ Company, you are assigned to resolve a conflict between two departments of your organization, Department A and Department B. Both parties have equal power. Both the parties are under time pressure to resolve the conflict. You also realize that the parties lack trust/openness for problem solving.

Which conflict resolution style would you use in this situation?

A. Forcing

B. Yielding

C. Avoiding

D. Compromising

E. Problem-solving

22) Which of the following precedes conflict outcomes in the conflict process?

A. Manifest conflict

B. Conflict emotions

C. Conflict beliefs

D. Conflict perceptions

E. Conflict sources

23) A BATNA:

A. Represents the estimated cost of walking away from the relationship.

B. Is a form of "exploding offer."

C. Is a term representing one party's target point.

D. Is the difference between your resistance point and your opponent's resistance point.

E. Is an abbreviation for the steps in effective negotiation.

24) What is the relationship between emotional intelligence and relationship conflicts?

A. Emotional intelligence is unrelated to relationship conflicts.

B. Emotional intelligence tends to increase the likelihood of relationship conflicts.

C. Relationship conflict is less likely to occur if emotional intelligence is high.

D. With emotional intelligence, conflicts tend to stay relationship-based.

E. With emotional intelligence, the conversion of relationship conflicts to constructive conflicts is slow.

25) Direct communication minimizes conflict by:

A. reducing task interdependence.

B. reducing reliance on stereotypes about the other party.

C. creating organizational buffers.

D. reducing the differentiation in the work force.

E. increasing the available resources.