Exam Questions

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TCO A. Given an understanding of organizational conflict, demonstrate an understanding of the influence of individual differences (core concerns, values, and attitudes), climate, and conflict styles on conflict interaction.

 

Question 1. What solutions would you recommend to a member of management involved in a given dispute situation? (include short case study here)

Question rubric:
Answers should include the following elements regardless of the case study they are given.
Student answers must:
1. Identify the nature of the conflict:
2. Address the influence of culture
3. Address the stages of conflict
4. Identify potential causes of the conflict
5. Provide a strategy relating to:
a. Managing conflict
b. Describing Indirect conflict and direct conflict management approaches

TCO B. Given an understanding of the perceptual process, demonstrate an understanding of the role of perception in diagnosing and managing workforce conflict.

Question 2 . Design a training module geared toward resolving employee workplace conflict, given a specific case study (short case study will be shown below). In that module, provide recommendations for clarifying a conflict revolving around a perceptual difference between the disputing parties.

Question rubric:
Answers should include the following elements.
Students must:
1. Include their interpretation and definition of
perception specific to the case study.
2. Identify influencing factors.
3. Distinguish between Perceiver and Perceived
4. Discuss the affect of the setting with respect to the
Perceptions
5. Identify and analyze the stages involved in the perceptual process
6. Recognize and distinguish the affect of attention and selection.
7. Recommend implementation of a process for managing the perceptual process
8. Identify and analyze elements such as:
a. Impression management
b. Distortion management
c. Conflict and Communication

TCO C. Given an understanding of the nature of conflict, distinguish between destructive and constructive conflict.

Question 3. Design a training module for educating employees about the nature of conflict, in addition to identifying the differences and benefits between destructive and constructive conflict?

Question rubric:
Answers should include the following elements.
Students must:
1. Analyze the presence of communication barriers, physical distractions, conflict resolution speech, mixed messages, cultural differences, absence of feedback, and the effects of employment status.
2. Incorporate the role of current issues in conflict resolution &
communication that include:
a. Electronic communication
b. Virtual workplaces
c. Workplace privacy
d. Communication and social context
e. Agency and structure integration
f. In house Organizations
g. Political Groups

TCO D. Given an understanding of the role of power in conflict, demonstrate via case analysis how to judge or assess power and provide ideas about how to rebalance power so constructive conflict can take place.
Question 4. What recommendations would you suggest for approaching a power imbalance in the organization?

Question rubric:
Answers should include the following elements.
Students must:

1. Address conflict strategies already in place within the organization for the purpose of addressing conflict resolution corporate politics
2. Conflict resolution, politics, and self-protection politics and governance
3. Include the use of negotiation in addition to expressing knowledge of the elements present in a negotiation.
4. Ethical issues aspects of negotiation
a. Conflict resolution & negotiation
b. Culture and negotiation
c. How to gain integrative agreements
d. Common negotiation pitfalls
TCO E. Given a framework of conflict resolution styles, complete a self-assessment to identify your own conflict management style preference. Explain the variety of conflict styles and tactics, identify their advantages and disadvantages, and suggest a solution to a given conflict situation.
Question 5. Design a self- assessment tool for identifying the key differences between each conflict style.

Question rubric:
Answers should include the following elements.
Students must:

1. Discuss the five conflict styles and address their strengths and weaknesses.
2. Discuss the assertion versus cooperative conflict model.
3. Identify conflict patterns.

Question 6. Provide an outline explaining the use of each conflict style given a case study. (short case study to be inserted below)

Question rubric:
Answers should include the following elements.
Students must:
1. Differentiate between face saving and face giving strategies
2. Analyze conflict triangles and system rules
3. Recommend ways of creating an effective atmosphere
4. Analyze the differences in climate and conflict interaction

 

TCO F. Given an understanding of negotiation as part of conflict resolution, apply negotiation strategy and techniques to resolve a conflict.

Question 7. Analyze the key points where conflict power shifts occur, given a case study. (short case study to be inserted below)

Question rubric:

Answers should include the following elements.
Students must address and analyze the following:

1. Conflict tactics
2. Cooperativeness versus assertiveness
3. Interaction dynamics
4. System styles

Question 8. Design an ideal negotiation plan of action providing techniques and strategies to enhance the outcomes.

Question rubric:

Answers should include the following elements.
Students must address the following as part of the analysis:

1. Conflict styles and tactics
2. The Nature of Styles and Tactics
3. Measuring your styles
5. Conflict styles
6. Flexible systems
7. Individual adaptability
TCO G. Given a comprehensive understanding of classic and contemporary theories of conflict and techniques for assessment and intervention, conduct an in-depth analysis of a conflict or system in trouble. Suggest and justify recommended solutions based on your analysis.

Question 9. How would you resolve a specific conflict given a workplace conflict case study using a theoretical basis and techniques for the purpose of analysis?

Question rubric:
Answers should include the following elements.
Students must:
1. Conflict Interaction is Sustained by moves and counter moves
2. Importance of third party intervention
3. Intervention continuum
4. Patterns of behavior
5. Adjudication
6. Arbitration
7. Mediation

 

 

Question 10. Design a workplace policy that addresses techniques for conflict assessment and interventions.

Question rubric:

Answers should include the following elements.
Students must:

1. Incorporate a mediation process and conflict management skills as part of the dispute systems design.

TCO H. Given the various third-party approaches to dispute resolution, demonstrate an understanding of the various alternative dispute resolution approaches and when they are appropriate for a given conflict situation.

Question 11. Do you believe an employee of a given organization can serve in a neutral role as a third party conflict resolution provider? Why or why not?

Question rubric:
Answers should include the following elements.
Students must:

1. Provide a thorough analysis on the importance of third party intervention.
2. Provide their interpretation of the intervention continuum.
3. Discuss the role and patterns of behavior.

Question 12. Create a Conflict resolution specifically designed for your workplace.

Question rubric:
Answers should include the following elements.
Students must:
1. Provide a conflict resolution model involving the use of third party intervention.
2. Identify guidelines for balanced policies to support sustained by moves and counter moves for all level of employment that promote a healthy organization.
3. Recommend implementation of third party intervention processes such as Adjudication, Arbitration and Mediation.
4. Explain why that method is most effective given the conflict.

Description

Question 1

In our company, there has been constant conflict between manufacturing manager and financial manager. Although the two are supposed to oversee operation of different departments, they usually work in collaboration in different areas. The production manager has to seek finances from the finance manager before making purchase for production materials. The conflict has been fueled by constant complains from the sales department which blame the production department for failing to process order on time.  The production manager however passes the ball over to the finance manager on grounds that the funds are not availed in time to purchase raw materials.  However, it is evident that within that organization there is that rigid culture that has been perpetuated by bureaucracy that funds have to be released only after the director has approved.  The direct has to approve every purchase and this delays release of funds to production department.  The conflict can be described to have reached the escalation stage as both sides are pulling on their own side and solving the conflict has become difficult. The interaction between the two departments has soared and most customer orders are not processed on time. Both departments have reported the other to the Board and both managers have been summoned.  This conflict has been caused by different factors. First, there is not purchasing department in the company that could act intermediary between the two departments. Second the organization culture is too rigid and bureaucratic to guarantee purchasing department right to release funds. To resolve this conflict, there organization should set up a purchasing department that will mediate between the two departments to avoid direct contact between the two.