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HRM624 Conflict Management

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FINALTERM EXAMINATION
Spring 2010
HRM624- Conflict Management (Session - 4)
Question No: 1 ( Marks: 1 ) - Please choose one
Which is the most important issue in conflict management?
Deciding intensity of conflict
Finding the frequency of conflict
Finding methods of resolving conflict
Distinguishing compatible and incompatible goals
What role an adjudicator plays in resolving conflict?
Neutral party
Disputant party
Agent to disputant
Disputant's advocate
Litigation is the part of which of the following method of negotiation?
Agency adjudication
Adjudication
Negotiation
Arbitration
Kinds of Adjudication
Following are the important forms of Adjudication
a) Litigation
b) Agency Adjudication
c) Arbitration
-2Question No: 4 ( Marks: 1 ) http://www.vustudents.net - Please choose one

The first step in conflict resolution is:
Finding alternative ways of resolution
Focusing on single solution of a problem
Identifying the main issue behind the conflict
None of the given options
Dispute Resolution System Design
1. Establish a process for making decisions about new or enhanced dispute resolution processes.
2. Identify and diagnose the causes of recurring ORG conflicts and effectiveness of existing dispute
handling procedures.
3. Examine the range of options for additional procedures or revisions of existing procedures.
4. Select or revise conflict resolution procedures, considering the corporate culture and the kinds of
disputes that arise.
5. Organize the selected procedures in a comprehensive conflict management system.
6. Seek support from key organizational constituencies and secure approval for the proposed new
system.
7. Develop a plan for implementing the new system and promoting its use. Train personnel to
administer the system and to provide specific services, such as mediation.
8. Create a process for quality control, feedback and refinement of the system

Many conflicting situations may have more than one:
Activity conflict
Interpersonal conflict
Intrapersonal conflict
Agency conflict
Keep in Mind the complexity
Many conflict situations will have more than one interpersonal conflict.

All of the following are advantages of understanding the other disputant's interest,
EXCEPT:
It helps in evaluating interests that could be met outside the conflict
It helps in visualizing and recognizing alternate ways to meet goals
It provides more rigidity in reaching settlement
It ensures an optimal resolution of a conflict
Which of the following statement is most relevant to the Morton Deutschs theory?
Cooperation is constructive while competition is destructive
Cooperation causes more duplication of effort than competition
Cooperation is less efficient than competition
Cooperation is destructive while competition is constructive
Among the three levels of trust, the easiest to establish is:
Calculus-based trust
Experience-based trust
Knowledge-based trust
Identification-based trust
-3Calculus based Trust at a glance

Trust based on knowledge that the other person wont want to incur the consequences of betrayal
Narrow applicability to the action for which consequences are in place
Easiest type of trust to establish (you just need a contract)

Disputes about the way a conflict is being handled are normally:
Mistrust
Vengeance
Meta disputes
Jackpot syndrome
Meta Disputes
Meta-disputes are disputes about the way a conflict is being handled

Which of the following is winning / losing approach of negotiation?
Avoiding style
Dominating style
Compromising style
Accommodating style
dominating (or competing) style, which represents a high level of concern for self and a low level
of concern for other

"People get influenced by personality's charisma"; which of the following term
justifies this statement?
Referent power
Coercive power
Normative power
Reward power
Referent power is the power, held by attractive, charismatic people, to persuade and
influence others
Question No: 12 ( Marks: 1 ) http://www.vustudents.net - Please choose one

A type of power considered least likely to create conflict escalation, is:
Normative power
Coercive power
Referent power
Expert power
Expert power, used honestly to persuade others, is considered the least likely form of power
(1) to disempower the person exercising the power and (2) to result in conflict escalation

The ability of the power holder to remove something from a person or to punish
them for not conforming with a request is termed as;
Expert power
Referent power
Coercive power
Normative power
-4Coercive power includes the power to kill or injure someone, to damage someones
property, to irritate someone, to create expensive outcomes, and so forth.

A negotiation style in which participants have high level of self-concern
but low level of concern for the other party, is called:
Avoiding style
Compromising style
Dominating style
Obliging style
The dominating (or competing) style, which represents a high level of concern for self and a low
level of concern for other

If a person believes that s/he cannot influence the process of negotiation
and its outcomes, s/he is most likely to adopt which type of negotiation
style?
Accommodating style
Dominating style
Compromising style
Avoiding style
The impression formed about people by gathering information from
scratch is a type of impression called:
Data processing
Detail processing
Systematic processing
Category based processing
forming impressions about people and things in the world, they either gather the
information they need from scratch or draw inferences about the person by fitting him/ her into
various categories, including his/her own social category. The former type of impression formation is
called systematic processing

Dual process theory and cognitive load are important to prevent, avoid and
restore which of the following?
Interdependent-self
Rule-dependent
Diversity
Conflict
dual process theory, cognitive load and independent and interdependent selves. These
concepts are important to prevent, avoid and restore conflict

In which sort of mediation, due process problems are most likely to occur?
Bargaining-based mediation
Transformative mediation
-5 Triage mediation
Pure mediation
Sara is a triage mediator, Warda is a pure mediator, Afifa is a
transformative mediator and Faria is a bargaining based mediator. Which of
these mediators is more likely to try to encourage her clients to get a fair
agreement through compromising?
Sara
Afifa
Faria
Warda
Goals, Advantages and Disadvantages of Bargaining-Based mediation
Goal: Its goal is to get a fair agreement through compromising.

Advantages of nonbinding evaluation in litigation include all of the
following EXCEPT:
Nonbinding evaluation is better for people in a continuing relationship
Nonbinding evaluation is potentially cheaper and faster
Nonbinding evaluation does not allow the disputants to retain
measure of their autonomy
Nonbinding evaluation requires less pre-hearing preparation
The most important advantage of non-binding evaluation is probably also its greatest disadvantage,
i.e. its non-binding quality. Non binding evaluation allows the disputants to retain a measure of
their autonomy. A settlement reached after non-binding evaluation is more likely to be
accompanied by psychological ownership than a judgment imposed by the court, because the
disputants have freely chosen the outcome themselves.
Non-binding evaluation is also chosen by disputants because it is potentially cheaper and faster than
litigation. Non-binding evaluation is sometimes touted as an efficiency measure without due regard
for whether, in fact, the presumed cost and time savings will be realized

Which of the following is not the advantage of ODR?
Handle disabilities that prevent attending sessions
ADR neutrals lose non-verbal information
Protect intimidated disputants
Separate enraged disputants
Advantages of ADR Conducted Online
Following are the advantages of the ADR conducted online.
1. Transcend geographic and time-zone differences
2. More immediate than letter writing
3. Time to diagnose conflict, think, respond appropriately
4. intimidated disputants Protect
5. Separate enraged disputants
6. Handle disabilities that prevent attending sessions
7. Technologies allow better conflict diagnosis
Disadvantages of ADR Conducted Online
Here are some of the disadvantages of the ADR conducted online.
-61. Disempowers computer-illiterate; people who write poorly

2. Disempowers people with impaired access to Internet
3. Lack of body language, technology problems may produce meta-disputes
4. ADR neutrals lose non-verbal information
5. Disputants may abandon process

If a disputant refuses to participate, what effect can it make on the
usefulness of facilitative mediation?
Facilitative mediation can not be used
Quality of facilitative mediation will suffer
Quality of consent may be impaired
Facilitative mediation will take a long time than usual
Other disputant/team refusing to participate May not be possible to use
facilitative mediation. Even if other teams participation can be coerced, quality of
consent may be impaired
Which type of mediation is typically more narrowly focused?
Pure mediation
Therapeutic mediation
Goals, Advantages and Disadvantages of Bargaining-Based mediation
Goal: Its goal is to get a fair agreement through compromising.
Focus: Focus is usually narrow and process is usually evaluative

The purpose of pure mediation would be most accurately stated as:
Getting a fair compromise
Healing the disputants emotionally
Getting a quick settlement
Facilitating collaborative negotiation
Pure Mediation
Goal: It is to facilitate Collaborating/Integrating negotiation between the disputant

I want to save time and money. Taking into consideration the advantages
and disadvantages of different types of dispute resolution methods, which
of the following is best method to be adopted for the statement given
above?
Mediation
Legislation
Litigation
Adjudication
All of the following are the reasons for regulating mediation EXCEPT:
To preserve its essence
To ensure its effectiveness
To protect others legal rights
-7 To make the process adversarial

reasons for regulating mediation
To preserve the essence of mediation
To ensure the effectiveness of mediation
To protect other legal rights of the participants to a dispute

The binding decision issued by an arbitrator is usually known as:
Non-binding arbitration
Binding arbitration
Arbitration process
Arbitration award
Arbitration award
The binding decision issued by an arbitrator is called arbitration award

An arbitration award has a status similar to which of the following?
Contract
Judgment
Perception
Agreement
An arbitration award has a status similar to a judgment and arbitration

In the Neutral evaluation, who is typically neutral?
Arbitrator
Corporate executive
Members in jury pool
Experts in technical area
Neutral evaluation is a process in which an expert in the subject matter of the dispute, or a legal
expert, is hired to give an assessment of the strengths and weaknesses of each sides case

Which of the following is more quicker, cheaper and less stressful than all
the provided options?
Mediation
Arbitration
Conciliation
Adjudication
To make a conflict productive:
An individual/entity should be held responsible for making conflict
Responsible individual/entity should be treated effectively
Circumstances should be analyzed to treat conflict
All of the given options
Organizations have conflict because:
-8 People are multicultural

Organizations are stagnant
People have incompatible goals
Organizations have ever changing environment
organizations have conflict because of its ever changing environment

Which of the following outcomes of a conflict are being observed in the
specific context of Pakistan?
Opportunity for change
Win-win situation
Competition
Positive
In a conflict diagram the purpose of one tailed arrows is to indicate
__________ between participants.
Communication
Relationships
Participation
Conflicts
Effective leaders heavily rely on all of the following powers, EXCEPT:
Coercive power
Expert power
Referent power
Reward power
The understanding of stereotyping can help towards resolving the:
Street crimes
Civil wars
The understanding of stereotyping can help avoid conflict and also towards resolving
the interpersonal conflict. (99)

Which of the following role mediator plays during the process of
mediation?
Decision-maker
Guide
Analyst
Record keeper
The mediators main role is to assist the disputants in negotiating or in coming to an agreement
Question No: 38
( Marks: 1 )
- Please choose one
-9All of the following is allowed at the forum of mediation EXCEPT:

Cooperation
Open communication
Misbehavior
Good faith
Mediation is not a forum for misbehavior (p#121)

Agreements to submit future disputes not yet in existence to arbitration lie
in which of the following category of arbitration agreements?
Non-executory
Unexecuted
Executory
Executed
Agreements to submit future disputes, not currently in existence, to arbitration are called
executory agreements to arbitrate (p#126)

In which of the following type of nonbinding evaluation, time and expense
of case presentation are minimized by summary presentation of the
dispute?
Minitrial
Summary jury trial
Neutral evaluation
Nonbinding arbitration
In minitrial, the time and expense of case presentation is minimized through the presentation of a
summary version of the dispute(p#134)

Nonbinding evaluation might be the best ADR process where:
Time is of the essence
Repair of disputant's relationship is of secondary importance
Disputant's ATNAs are difficult to determine
Nonbinding evaluation is usually recommended in the relationships which
are:
Temporary
Continuing
Provisional
Interim
All of the following are advantages of ODR, EXCEPT:
Transcend geographic and time-zone differences
More immediate than letter writing
Time to diagnose conflict, think and respond appropriately
Disputants may abandon process
Disadvantages of ADR Conducted Online
- 10 Here are some of the disadvantages of the ADR conducted online.

1. Disempowers computer-illiterate; people who write poorly
2. Disempowers people with impaired access to Internet
3. Lack of body language, technology problems may produce meta-disputes
4. ADR neutrals lose non-verbal information
5. Disputants may abandon process

Which of the following weakens the ability to think clearly about the
conflict and resolve it effectively?
Biases
Distortions
Predispositions
Conflict diagnosis is useful for both client and the advocate in which of the
following way?
To gain awareness of the clients vital goals
To develop effective strategy for achieving the goals
To diagnose the underlying interests
Panchayat or Jirga System of Pakistan for conflict resolution is considered
as:
Top-down strategy
Central level strategy
Bottom-up strategy
Mid-level strategy
Panchayat system truly self-governed and a bottom-up structure(p#155)

During which of the following stage of mediation, the mediator and
disputants review what has been decided and what remains to be done?
Debriefing and referral
Agreement consummation
Productive
Issue clarification
Debriefing and referral:
The last stage of mediation is debriefing and referral. This stage may occur before or after the
agreement consummation stage. The mediator and disputants review what has been decided in
mediation and what remains to be done. (p #117)

The best way to handle emotions in mediation is to:
Take the side of the speaker
Agree with the speaker
Confirm the expressed feeling using the third person voice
Disagree with the expressed feeling
- 11 -
Question No: 49 ( Marks: 3 )

List down the six stages of mediation process?
Stages of Mediation
Mediation is a highly fluid process; it is possible to conceptualize mediation as occurring in a series of
stages.
Following is the list of all the stages of mediation
1. Initial client contact
2. Introductory stage
3. Issues clarification and communication
4. Productive stage
5. Agreement consummation
6. Debriefing and referral

What do you understand by Neutral Evaluation?
Neutral Evaluation
Neutral evaluation is a process in which an expert in the subject matter of the dispute, or a legal
expert, is hired to give an assessment of the strengths and weaknesses of each sides case. Neutral
evaluation has many variations and is known by a variety of terms, used in often inconsistent fashion

Business partners, in an ongoing business venture are disputing over the
future allocation of power and responsibility. Which of the two mediation
approach (Facilitative or Evaluative) is useful in this situation and why?
How a mediator can help disputants in the conflict resolution?
5. Mediation is a type of assisted negotiation that uses a third party (or panel of third parties) to
help disputants negotiate their settlement. This third party, who is called the mediator, is typically
impartial with respect to the disputants and neutral as to the settlement reached

Which type of powers Jirga posses according to the Frontier Crime
Regulation (FCR) 1901? http://www.vustudents.net
Powers of Jirga under FCR
Theoretically, a Jirga's findings are in the form of an advice, but custom has elevated these findings to
the level of a court verdict which usually translates into law. (a kind of ADR). This law is applicable
only to the tribal areas. The council of elders has jurisdiction in both civil and criminal matters. No
appeal is generally allowed against Jirga verdicts although the commissioner can review any case.
A jirga has sweeping powers to impose penalties in criminal cases. It can award punishments in the
shape of fines, whipping, life imprisonment, demolition of a convict's house and the blockade by a
hostile or unfriendly tribe. Technically, under the FCR, a jirga cannot award capital punishment
- 12 -
PAPER # 1
Which of the following statement is misperception about conflict?
Conflict levels are segregated into multiple situations
Delaying the conflicts may leads to destructive behavior
Conflicts are only created to gain benefits
Conflict not always leads to an anger
Which of the following does not restrict innovations?
Proficiency lack
efficient outcomes
Limited resources
ongoing systems
(Page 18) Pressures against Innovation
Here are some pressures against Innovation.
a. We lack proficiency in using new ways and tools.
b. Poor and inefficient outcomes result.
c. Poor and inefficient outcomes likely to be attributed to the innovative ideas or means.

Application of ADR is promoted in which of the following type of culture?
Collectivist
Communist
Monopolistic
Individualistic
(Page 20) ADR
ADR can be thought of as a radically innovative set of ways and means and a radically different
method for the resolution of conflict imposed on a culture featuring an adversarial and
individualistic approach to dispute resolution.

Customer remained dissatisfied with the shopkeepers demonstration about the
product, it leads to which of the following?
Dispute
Collision
Distortion
Confusion
Question No: 5 ( Marks: 1 ) - Please choose
one
Which of the following is NOT an important tip for a driver to survive in a FenderBender?
Exchange information
Keep cal
Call the police
Start a row
- 13 (Page 03) Here are some important tips that every driver must be familiar with.
1. Keep calm
2. Call the police
3. Exchange information
4. Consider your deductible
5. Contact your insurance company
6. Get an estimate and repairs

All of the following are dimensions of issue perspective of conflict EXCEPT:
Joint Vs Individual
Process Vs Outcome
Tangible Vs Intangible
Narrow Vs Broad focus
(Page 23) c. Issues perspective
. Process versus outcome
. Narrow versus broad focus
. Monetary or economic versus non monetary, tangible or intangible
. Prospective versus retrospective

A conflict which is purely internal and does not involve any other person, is:
Interpretive conflict
Not a conflict
(Page36) Conflict: interpersonal or intrapersonal
Understand the nature of conflict: is it interpersonal or intrapersonal?
Example: Divergent views of a father and son. The son wants to pursue a career based on his
understanding
about his own limitations while the father wants a hi fi career for his son. Both want the good career
for the
boy; there is no inter-personal conflict. It is actually an intrapersonal conflict. The conflict is within
the
person of the boy. He misinterprets the feelings of his father and thought about the existence of
conflict
between him and his father.

Which of the following is an internal urge to give good performance and which
forces for creativity & innovation?
Reinforcement
Determination
Confidence
Motivation

While identifying interpersonal conflicts, it is necessary to indicate:
The interests of all involved parties
- 14 The disputants of a particular conflict

The divergent goals of all disputants
(Page 33) Identifying Interpersonal Conflict
Analyze the situation carefully to ensure it really is interpersonal and not an inner conflict.
Identify the disputants, and the divergent goals and interests that create the interpersonal conflict.
Now, start diagramming or mapping the conflict.

Activity conflict
Agency conflict
(Page 36) When focusing on a dispute, it is useful to identify other conflicts involved in
the dispute. Usually several interpersonal conflicts are involved but they are hidden.
Why it is important to focus on resources in order to diagnose a conflict?
Helpful in finding other sources of conflict
Identify underlying reasons of conflict
Identify best available option
The conflict which arises over personal beliefs and deeply held morals & ethics is
termed as:
Differences in orientation
Conflict over facts
Conflicts over deeply held values
Threats to self-concept and world view
(Page 41)
Which of the following truly explains the situation in which the disputants are not
focusing the real facts and figures of conflict?
Dislodged conflict
Misplaced conflict
misaligned conflict
Misattributed conflict
Conflict can be taken as a challenge and could be transformed into a/an:
Threat
System
- 15 Opportunity
Weakness
(Page 50) Conflict can be taken as a challenge and could be transformed into an opportunity
You are a negotiator of party A and negotiator of party B is exchanging the
ideas about his party's principles, values and preferences. You are analyzing the:
Constituents & stake holders interests
Other disputants interests
Disputants interests
Own interests
All of the following are advantages of understanding the other disputant's interests,
EXCEPT:
Disputant is restricted with his own ideas
Craft proposals that are acceptable to others
Avoidance of positional bargaining
Limit later sabotage that may arouse
(Page 51)
The other disputant
Enables the negotiator to craft appealing proposals

Avoids errors of judgment about how to resolve the conflict
Sabotage by a disputant whose deep-seated interests are not
addressed by the resolution of the conflict
Avoids the pitfalls of positional bargaining
Enables the negotiator to (if necessary) tailor coercive
measures to the disputants interests
According to Abraham Maslow, the most basic needs are:
Safety needs
Security needs
Physiological needs
Psychological needs
The stances of disputants in an interpersonal conflict are known as:
Position
Interests
Bargaining
Negotiation
According to the Deutsch's theory which of the following is that cooperation
begets?
Exacerbation
- 16 Competition
Cooperation
Escalation
(Page 63) Cooperation begets cooperation and competition begets competition.
Who said, If thou are a master, be some time blind; if a servant, sometimes deaf?
Robert Gaits
Robert Frost
Thomas Fuller
Thomas Millar
(Page62) If thou are a master, be some time blind; if a servant, sometimes deaf. Thomas Fuller

Which of the following negotiation style causes loss of both opportunities and
benefits?
Accommodating style
Compromising style
Dominating style
Avoiding style
(Page 83) 1. The avoiding style, which represents a low level of concern for both self and other;

Which of the following is relevant to the misperception about conflict management?
Increases the possibility to impair a positive resolution
Reduces the alternative ways to handle conflict
It always leads to become more vicious
Which of the following is a clear picture of Individualistic culture?
It provides more opportunities to promote an individual
Its preferences and structures tend to be invisible to inhabitants
It provides more opportunities to handle a conflict in a better way
A social conflict as compared to the corporate conflicts can be considered as:
Low risky
More risky
Risk free
Conflict is largely considered as:
Global phenomenon
- 17 Perceived phenomenon
Destructive phenomenon
Constructive phenomenon
(Page 01) Conflict is largely a perceived phenomenon.
Theory of Social Ecology includes which of the following important institutions for
operation of all human beings?
Mass media
Court systems
School Organizations
All of the given institutions
Which of the following outcomes of a conflict are being observed in the specific
context of Pakistan?
Win-win situation
Competition
Positive
Which of the following is the purpose of adoption of ADR by Efficiency Wing?
Divert cases to litigation
Save time & money
Elapse conflict for long time
Create win-win situation
(Page 26) Efficiency wing adopts ADR to save time and money, divert cases out of
litigation
After receiving social stimuli, people assign meaning to what they have experienced,
which is known as:
Interpretation
Perception
Reception
Stimulus
(Page 29) Disputant interprets what he or she has seen/heard/sensed
Question No: 30
( Marks: 1 )
- Please choose one
Which of the following type of justice refers to the fairness of the process?
- 18 Distributive
Competitive
Procedural
Substantive
(Page 54) Procedural justice refers to the fairness of the process used to reach a given
outcome.
PAPER 2
Question No: 7 ( Marks: 1 ) Please choose one A conflict which is purely internal
and does not involve any other person, is:
Not a conflict
Please choose one Which of the following is an internal urge to give good
performance and which forces for creativity & innovation?
Reinforcement
Determination
Confidence
Motivation
The disputants of a particular conflict
Question No: 10 ( Marks: 1 ) - Please choose one Many conflicting situations may
have more than one:
Activity conflict
Agency conflict
Question No: 11 ( Marks: 1 ) - Please choose one Why it is important to focus on
resources in order to diagnose a conflict?
Question No: 12 ( Marks: 1 ) - Please choose one The conflict which arises over
personal beliefs and deeply held morals & ethics is termed as:
Conflict over facts
19
Question No: 13 ( Marks: 1 ) - Please choose one Which of the following truly
explains the situation in which the disputants are not focusing the real facts and
figures of conflict?
Dislodged conflict
Misplaced conflict
misaligned conflict
Threat
System
Opportunity
Weakness
Question No: 15 ( Marks: 1 ) - Please choose one You are a negotiator of party A
and negotiator of party B is exchanging the ideas about his party's principles,
values and preferences. You are analyzing the:
Own interests
Question No: 16 ( Marks: 1 ) - Please choose one All of the following are advantages
of understanding the other disputant's interests, EXCEPT:
Question No: 17 ( Marks: 1 ) - Please choose one According to Abraham Maslow,
the most basic needs are:
Safety needs
Security needs
Physiological needs
Psychological needs
Question No: 18 ( Marks: 1 ) - Please choose one The stances of disputants in an
interpersonal conflict are known as:
Position
Interests
Bargaining
Negotiation
Question No: 19 ( Marks: 1 ) - Please choose one According to the Deutsch's theory
which of the following is that cooperation begets?
Exacerbation
Competition
Cooperation
Escalation
20
Question No: 20 ( Marks: 1 ) - Please choose one Who said, If thou are a master, be
some time blind; if a servant, sometimes deaf?
21
Robert Gaits
Robert Frost
Thomas Fuller PAGE 62
Thomas Millar
Question No: 21 ( Marks: 1 ) - Please choose one Which of the following negotiation
style causes loss of both opportunities and benefits?
Accommodating style
Compromising style
Dominating style
Avoiding style PAAGE 83
Question No: 23 ( Marks: 1 ) - Please choose one Which of the following is a clear
picture of Individualistic culture?
Question No: 25 ( Marks: 1 ) - Please choose one Conflict is largely considered as:
Global phenomenon
Perceived phenomenon
Question No: 26 ( Marks: 1 ) - Please choose one Theory of Social Ecology includes
which of the following important institutions for operation of all human beings?
Mass media
Court systems PAGE 19
Question No: 27 ( Marks: 1 ) - Please choose one Which of the following outcomes
of a conflict are being observed in the specific context of Pakistan?
Win-win situation
Competition
Positive
Question No: 28 ( Marks: 1 ) - Please choose one Which of the following is the
purpose of adoption of ADR by EfficiencyWing?
Save time & money PAGE 26
Question No: 29 ( Marks: 1 ) - Please choose one After receiving social stimuli,
people assign meaning to what they have experienced, which is known as:
Interpretation PAGE 29
Perception
Reception
Stimulus
Question No: 30 ( Marks: 1 ) - Please choose one Which of the following type of
justice refers to the fairness of the process?
Distributive
Competitive
Procedural PAGE 54
22
Substantive
PAPER 3
HRM624- Conflict Management
We have met the enemy and it is us, this statement is quoted by:
Ben Okri
Walt Kelly
Mao Zedong
Stuart Hampshire
Page 01)We have met the enemy and it is us. Walt Kelly

Conflict can be productive just because:
Both parties can understand others situational requirement
Both parties can observe each other more closely
Both parties can understand others view point
Virtually ALL conflicts:
Combine promotive and contrient interdependence
Are due to promotive interdependence only
Are due to contrient interdependence only
Page 07) Virtually all conflicts combine promotive and contrient interdependence

Which of the following has always a positive effect on negotiation?
Creative thinking
Inflexible attitude
Intense emotions
Rigidity of thoughts
page 05) Positive affect in Negotiation
Even before the negotiation process starts, people in a positive mood have more
confidence, and higher
tendencies to plan to use a cooperative strategy. During the negotiation, negotiators who
are in a positive
mood tend to enjoy the interaction more, show less contentious behaviour, use less
aggressive tactics and
and more cooperative strategies.
The MOST important & initial concern to resolve an interpersonal conflict is:
Involvement of a neutral party
The will to resolve conflict
To control negative emotions
Understand other partys emotions
23
A negotiation method, in which disputants communicate through their agents, is
termed as:
Unassisted negotiation
Negotiation with advocates
Simple Negotiation
Nonbinding evaluation
Page 08) An advocate is a kind of agent. The one who speaks on behalf of another,
especially in a legal context is
called an agent
Which of the following method of negotiation involves only one neutral party to
resolve a conflict among disputants?
Mediation
Simple negotiation
Page 13) Mediation- neutral third party assists the disputants in settling the dispute.

A dramatic struggle between the antagonist and the protagonist is termed as:
Conflict
Chaos
Accord
Disorder
Our cultural perspective leads us to view conflict as all of the following, EXCEPT:
War
Destruction
Emotionally painful
Way to spur reform
Which of the following can be taken into account while generating different options
for conflict resolution?
Broadened vision of disputants
Any alternative that provides mutual benefit
Parameters defined by disputants
Question No: 11 ( Marks: 1 ) - Please choose one The final step in which disputants
put the options into practice which results in
creating a new:
Action
Option
Stimulus
Seven Steps of Conflict Diagnosis

1. Social stimulus
2. Disputant receives
24
stimulus
3. Stimulus
interpretation
4. Option generation
5. Weighing options
6. Disputant chooses
an option
7. Disputant acts; new
stimulus created
Not a conflict
Sociogram is considered as an important activity in managing conflict, because:
It is difficult to remember a mental picture of conflict
It helps us to better understand the conflict 33
It clearly highlights all the factors of conflict
Page 36) Developing a conflict map or sociogram will help understand the nature of conflict.

Stating a description of conflict and putting it aside for a while, serves the purpose
of:
Prolong the interpersonal conflict
Clarify the divergent goals more accurately
Eliminate the minute details of the conflict
Minimize the number of undefined goals
Conflict over the ownership or control of something valuable is known as:
Preferences conflict
Communication conflict
Data-type conflict
Resource conflict 38
Page 38)
Question No: 16 ( Marks: 1 ) - Please choose one The bottom line that disputant is
willing to accept is represented by which of the
following term in a conflict onion?
Position
Aspiration 55
Underlying interest
Principles and values
Page 53)
25
Who are engaged in positional bargaining; tends to focus their attention only on the
issue represented by the position?
Agents
Friends
Principals
Disputants 48
Page 48) Positional bargaining
A process of negotiation that involves each disputant taking successively more moderate positions in
hopes
that eventually a compromise will result is described as positional bargaining.

There are two educations, one should teach us how to make a living and the other
how to live, is quoted by:
John Adams 59
John Howard
Andrew Simian
Andrew Bernstein
Page 59) "There are two educations, one should teach us how to make a living and the other how
to live" John
Adams

Robert Gaits
Robert Frost
Thomas Fuller 62
Thomas Millar
Page 62) If thou are a master, be some time blind; if a servant, sometimes deaf. Thomas Fuller
(Turning competition into cooperation)

Two departments of organization are having conflict over the distribution of
resources and they are unable to work together. This is an example of which type of
conflict?
Constructive
Destructive 59
Productive
Supportive
Question No: 21 ( Marks: 1 ) - Please choose one Which of the following is the
feature of competitive pattern of a conflict in
organizations?
It results in missed opportunities
It increases productivity
It results in fewer turnovers
It has less destructive political behavior
In which type of conflict the disputants pool efforts to gather information?
Cooperative
26
Destructive
Competitive
Constructive
Page 62) Features of Cooperation while being in conflict
Disputants pool efforts to gather
information (efficient in time, money).
There is a contest among all employees of organization about valuable suggestions
for improving policies for employees. Which type of conflict it may be?
Only destructive
Only constructive
Cooperative but destructive
Competitive but constructive
Which of the following can be defined as a state of mind in which a person believes
that another person intends to be helpful and, accordingly, that it is appropriate to
take risks in the relationship?
Trust 67
Mistrust
Cooperation
Competition
Page 67) What is Trust?
Trust can be defined as a state of mind in which a person believes that another person intends to be
helpful
and, accordingly, that it is appropriate to take risks in the relationship.

Believe in yourself, but do not always refuse to believe in others, is quoted by:
Boris Alyson
Lewis Carroll
Joaquim Maria 71
Samuel Godwyn
Page 71) Believe in yourself, but do not always refuse to believe in others.
Joaquim Maria Machado de Assis (1839 - 1908) Brazilian novelist and short-story writer
Disputes about the way a conflict is being handled are normally:
Mistrust
Vengeance
Meta disputes 60
Jackpot syndrome
Page 75) Meta Disputes
Meta-disputes are disputes about the way a conflict is being handled.

In an interpersonal conflict where a disputant feels s/he has insufficient power in
the
relationship, this is called as:
Disempowered disputant
27
Excluded stakeholders
Jackpot syndrome
Loss aversion
Page 78)
Which of the following style demonstrates a low level of concern for a person
himself and a high level of concern for others?
Compromising
Integrating
Obliging 83
Avoiding
Page 83) Dual Concern Model
1. The avoiding style, which represents a low level of concern for both self and other;
2. The dominating (or competing) style, which represents a high level of concern for self
and a low level of
concern for other
3. The obliging (or accommodating) style, which represents a low level of concern for self
and a high level of
concern for other
4. The integrating (or collaborating or problem-solving) style, which represents a high
level of concern for both self
and other
5. The compromising style, which represents a moderate level of concern for self and other
Pareto-efficiency: The quality of a settlement agreement or another social arrangement to
maximize
overall value to the participants by allocating specific resources to those who value them
most.
Among the all negotiating styles, the style that is most protective for self-interests
while promoting a cooperative response for other disputant is:
Obliging
Avoiding
Integrating
Compromising 83
Page 83) 5. The compromising style, which represents a moderate level of concern for self
and other
Which of the following term represents the disputants declared demands in the
conflict onion?
Underlying interests
Principles & values
Disputant's aspirations
Disputant's positions 55
Page 53) Positions
A stated demand of a conflict participant; no stated demand means no position.
28
PAPER # 4
1.
a.
b.
c.
d.
High levels of trust between disputants makes:

Negotiation more efficient
Disputants less responsive
Decrease disputants willingness to try to find additional ways to trust each other
A competitive conflict cycle more likely
2. Which type of trust is founde d on control?

a. Calculus-based trust
b. Knowledge-based trust
c. Identification-based trust
d. Productive based trust
suggestions for improving policies for employees. What type of conflict it may be?
a. Constructive
b. Destructive
c. Competitive but constructive
d. Cooperative but destructive
4. All of the following are advantages of understanding the other disputant's
interests except:
a. It helps user visualize and recognize alternate ways to meet goals
b. It creates greater inflexibility in coming to settlement
c. It ensures user doesnt miss an optimal resolution
d. It enables user to evaluate whether some interests could be met outside the conflict
5.
a.
b.
c.
d.
Focusing only on resource aspects of a conflict leads to

Zero-sum thinking
A competitive approach to resolution
A cooperative approach to resolution
Zero-sum thinking and a competitive approach to resolution
6.Where the disputants aren't fighting about what's really bothering them, the
conflict is:
a. Misplaced
b. Misattributed
c. Misaligned
d. Displaced
7. The meaning of language or behavior may be misunderstood,
causing a _____ conflict.
a. Preferences and nuisances
b. Data-type
c. Resource
d. Communication
8. In the final step, Step Seven, disputants put the option into
practice, which in turn creates a new:
29
a.
b.
c.
d.
Stimulus
Action
Option
None of the above is correct
9. The conflict gamer reacts to conflict by:

a. Avoiding it
b. Feeling traumatized by it
c. Not preparing for it
d. Postponing negotiation
10.
The form of negotiation in which the negotiation is facilitated by a neutral
third party is:
a. Mediation
b. Agent or advocate-assisted negotiation
c. Nonbinding evaluation
d. Arbitration
11. Agent is a party to a conflict who is powerful enough to
significantly alter its course
True
False
12.
Most transactions contain both compatible and incompatible goals and are
known as mixed-motive situations
True
False
13. Lawyer s are the only people who could not benefit from
understanding conflict diagnosis
True
False
14. Creative thinking has always a positive effect on negotiation
True
False
15. Mediation is a way of negotiation where there are agents involved of both
parties
True
False
16. Misconceptions about conflicts cause i ncrease our ability to respond to conflicts
effectively
True
False
17. Issues perspective is the most important perspective of conflict to be observed.
True
False
18. Focusing on resources to diagnose a conflict may help in finding other sources
30
of conflict
True
False
19. In a competitive conflict the disputants perceive as a win and loose situation
True
False
20. The attitude that allows for risk taking behavior is known as trust
True
False
11. The purpose of pure mediation would be most accurately stated as:
Getting a settlement as quickly as possible
Facilitating principled bargaining or similar collaborative negotiation so that
settlement can result
12.
Potential mediation client Ms. B complained that she wanted to reach
settlement in mediation, but the mediator didnt seem at all concerned with helping
the parties reach settlement, or even to negotiate. Which of the following forms
of mediation did this mediator probably practice?
a. Triage mediation
b. Bargaining-based mediation
c. Pure mediation
d. Transformative mediation
13.
Most informal arbitration is probably __________________ than most
facilitative mediation.
a. Quicker and less expensive
b. Quicker but more expensive
c. Slower but less expensive
d. Slower and more expensive
14. Mediation:
a. Indirectly promotes cooperation
b. Can enhance or preserve relationships
c. Can create mistrust
d.Some time unable to create more optimal solutions than processes that do not directly
promote cooperation
15. I want to save time and money. Taking in to consideration the advantages
and disadvantages of different type of dispute resolution methods, which of the
following is best method to be adopted for the statement given above?
a. Legislation
b. Mediation
c. Negotiation
d. Adjudication
16.
Mediator (and clients) sets ground rules for conduct in which stage of
mediation?
31
a.
b.
c.
d.
The introductory stage

Issues clarification and communication
The productive stage
17.
In issue clarification stage in the process of mediation, _______________
mediation generally focuses on analyzing interests of disputants and on avoiding
positional bargaining.
a. Evaluative
b. Facilitative
c. Category based
d. Non-binding
18. In which type of mediation mediator takes the time to ensure that he or she has
no prior dealings with either disputant that might create a conflict of interest?
a. Facilitative
b. Evaluative
c. Both facilitative and evaluative
d. Neither facilitative nor evaluative
19. Which of the following introductory statements by a mediate or is MOST
LIKELY to lead to improved cooperation between the mediating disputants?
a. The purpose of this mediation is for you to decide whether plaintiffs o r defendants
version of the issue will prevail.
b. In mediation, I listen to both sides of the case and then we choo se who wins.
c. Mediation is a way for t he two of you to seek creative solutions to your conflict
that address your unique situation and leave neither of you feeling victimized.
d. Now Id like each of you to state your positio ns.
20. One DISADVANTAGE of caucusing in mediation is that:
a. The mediator is prevented fro m using evaluative tactics
b. Caucusing does not promote integrating/collaborating
c. Caucusing pr events the mediator from learning about issues the disputants feel
uncomfortable discussing in front of one another
d. Caucusing promotes principled negotiation
21. Confidentiality in mediation is:
a. Entirely determined by statute
b. Determined by statute, court rule, or contract, depending on the jurisdiction
and the type of mediation
c. Ordered by the mediator in appropriate cases
d. A myth; mediation is not confidential
22. Concerns over whether a mediator should be able to testify in subsequent
litigation raise issues of:
a Effectiveness
b.Confidentiality
c. Participation
d. Enforceability
23. Many scholars recognize advantages of arbitration over litigation. These
32
advantages include:
a. Expertise of a specialized tribunal
b. Fewer saving in time and expense
c.Less compliance with arbitration awards
d.Arbitrators decisionHRM 624 FINAL Term Papers
cases throughout the
serves as precedent in all similar

country
In dual concern model the style which represents a low level of concern for both self
and other known as__________.
Avoiding
Dominating
Obliging
Compromising
24. Which of the following is not advantage of arbitration?

a. Low Cost relative to Litigation
b. Intermediary involved
Third party usually helps, clarifies and grounds each disputing partys alternatives
to agreement in___________.
Reality testing
Litigation
Negotiation
Dispute
c. Legally Binding Nature

d. International Enforceability
A person holds_____ power when he influences others by coercing, threatening,
harming and irritating.
Reward
Coercive
Normative
Expert
25. __________ is potentially cheaper and faster than______________.

a. Non-binding evaluation, litigation
Research and investigation can be examples of sources of _________power.
Expert
Reward
Normative
Democratic
b. Litigation, Non-binding evaluation

c. Litigation, ADR
A dispute between two neighbors can be example of _________power.
Expert
d. ADR, Litigation
33
Reward
Ecological
Social
Formal power is exercised in a ________manner.

Bottom-up
Top-down
Horizontal
Vertical
The influence which is deliberate or purposive in nature may be called_____.

Motivation
Power
Integration
When one disputant is forced to litigation then __________style is not possible.

Compromising
Integration
Authoritative
Avoiding
Dual concern model assumes that no disputant has ________orientation.

Positive
Negative
Neutral
Zero-Sum
In dual concern model the style which represents a moderate level of concern for
self and other known as__________.
Avoiding
34
Dominating
Obliging
Compromising
Negotiation in which the disputants are the only participants is called________.

Adjudication
Mediation
Simple negotiation
Facilitated negotiation
An interpersonal conflict in which no participant is aware of the divergence of goals,

needs, or interests is known as__________.
Latent conflict
False conflict
Cause of action
A conflict situation in which the disputants believe that when one disputant helps
him/herself, the other disputant is also helped is_______________.
Constructive conflict
Competitive conflict
Destructive conflict
Cooperative conflict
A situation involving actual incompatibility of needs, interests or goals is defined

as__________.
False conflict
True conflict
Veridical conflict
Both true and veridical conflict
35
Conflict causes predictable and destructive changes in the disputants attitudes,
perceptions and interactions is called____________.
Perceived conflict
Real conflict
Escalating conflict
Data type conflict
Meeting one partys goals is just like promoting other partys goals known as:
Promotive Interdependence
Contrient Interdependence
Positive Interdependence
The first step in conflict diagnosis is to describe the______________.

Conflict
Disputant
Motives
Position
In interpersonal conflict the reality understood by each participant is

highly__________.
Objective
Personal
Subjective
Biased
There is/are usually ___________ source /sources of any given conflict.

Single
Multiple
Sole
Distinct
36
One can infer attitudes and make judgments about people and things through
_____________.
Perception
General attribution theory
Stimuli
Cognitive Structure
High levels of trust between disputants makes:

Negotiation more efficient
Disputants less responsive
Decrease disputants willingness to try to find additional ways to trust each other
A competitive conflict cycle more likely
Which type of trust is founded on control?

Calculus-based trust
Knowledge-based trust
Identification-based trust
Productive based trust
There is a contest among all employees of organization about valuable suggestions

for improving policies for employees. What type of conflict it may be?
Constructive
Destructive
Competitive but constructive
Cooperative but destructive
All of the following are advantages of understanding the other disputant's interests
except:
It helps user visualize and recognize alternate ways to meet goals
It creates greater inflexibility in coming to settlement
It ensures user doesnt miss an optimal resolution
It enables user to evaluate whether some interests could be met outside the conflict
Focusing only on resource aspects of a conflict leads to
37
Zero-sum thinking
Zero-sum thinking and a competitive approach to resolution
Where the disputants aren't fighting about what's really bothering them, the
conflict is:
Misplaced
Misattributed
Misaligned
Displaced
The meaning of language or behavior may be misunderstood, causing a _____

conflict.
Preferences and nuisances
Data-type
Resource
Communication
In the final step, Step Seven, disputants put the option into practice, which in turn
creates a new:
Stimulus
Action
Option
The conflict gamer reacts to conflict by:

Avoiding it
Feeling traumatized by it
Not preparing for it
Postponing negotiation
38
The form of negotiation in which the negotiation is facilitated by a neutral third

party is:
Mediation
Agent or advocate-assisted negotiation
Arbitration
and other known as__________.
Avoiding
Dominating
Obliging
Compromising
to agreement in___________.
Reality testing
Litigation
Negotiation
Dispute

harming and irritating.
Reward
Coercive
Normative
Expert

Expert
Reward
Normative
39
Democratic

Expert
Reward
Ecological
Social

Bottom-up
Top-down
Horizontal
Vertical

Motivation
Power
Integration

Compromising
Integration
Authoritative
Avoiding

Positive
Negative
Neutral
Zero-Sum
40
self and other known as__________.
Avoiding
Dominating
Obliging
Compromising
An accurate estimate of BATNA:

Allows disputant in making irrational choices about when to continue
negotiating, when to accept an offer, and when to stop
Allows being unduly pressured into settlement
Prevents team to accept a deal better than the BATNA without hesitation;
prevents lost opportunities to make good deals
Allows team to make better choices about how to exert its relationship
power in the negotiation
Impressions formed about people that are based upon fitting the person into
various categories are a type of impression called:
Data processing
Systemic processing
Category-based processing
Detail processing
The mental processes which are used unconsciously to reinforce stereotypes

include all of the following except:
Ignoring
Over interpretation
Explaining away
All of the above are correct
When we try to associate with the information previously assumed even if we get
information about a certain phenomenon, we tend to___________ in process of
41
stereotype.
Ignore
Explain away
Agree
Challenge
Extending a pre assumed perception and confirming it with small piece of

information is which type of mental process of stereotyping?
Selecting Weighting Processes
Stereotype over interpretation
Stereotype-consistent perception
Explaining away
_____________ processing is more accurate, but ________ processing is faster
and easier.
Systematic, category-based
Category-based, systematic
Dual, systematic
Group, Systematic
The mediators primary function is to promote effective negotiation in:

Facilitative mediation
Evaluative mediation
Nonbinding evaluations
Mediation
In mediation:
There may not be a settlement since the disputants may not come to agreement
If there is some settlement it is permanent
The settlement is usually verbal
Settlements reached in mediation are not enforceable contracts
An advantage of evaluative mediation is that it:
42
Helps each disputant to fine-tune his or her BATNA for accuracy and
to modify it if it is too optimistic
Is the best form of mediation in inducing the disputants to use principled
negotiation
Is the best form of mediation in improving the disputants relationship
All of mentioned options
In general, settlements reached in mediation, once formalized, are:

Unenforceable
Enforceable to the same extent as court orders
Enforceable to the same extent as contracts, and subject to the same
defenses
Enforceable, but void able by any disputant who wishes to opt out of the
agreement
To facilitate Collaborating/Integrating negotiation between the disputants is

the goal of which type of mediation?
Triage mediation
Pure mediation
Which of the following types of mediation has narrow and evaluative focus?
Triage mediation
Pure mediation
In which sort of mediation are due process problems the most likely to occur?
Triage mediation
Pure mediation
43
Sara is a triage mediator, Warda is a pure mediator, Afifa is a transformative

mediator, and Faria is a bargaining-based mediator. Which of these mediators is
more likely to try to encourage her clients to get a fair agreement through
compromising?
Sara
Warda
Afifa
Faria

Quicker and less expensive
Quicker but more expensive
Slower but less expensive
Slower and more expensive

Potential mediation client Ms. B complained that she wanted to reach settlement in
mediation, but the mediator didnt seem at all concerned with helping the parties
reach settlement, or even to negotiate. Which of the following forms of mediation
did this mediator probably practice?
Triage mediation
Pure mediation
44
Most informal arbitration is probably __________________ than most facilitative

mediation.
Mediation:
Indirectly promotes cooperation
Can enhance or preserve relationships
Can create mistrust
Some time unable to create more optimal solutions than processes that do not directly
promote cooperation
I want to save time and money. Taking in to consideration the advantages and
disadvantages of different type of dispute resolution methods, which of the following
is best method to be adopted for the statement given above?
Legislation
Mediation
Negotiation
Adjudication
In issue clarification stage in the process of mediation, _______________ mediation

generally focuses on analyzing interests of disputants and on avoiding positional
bargaining.
Evaluative
Facilitative
Category based
Non-binding
45
In which type of mediation mediator takes the time to ensure that he or she has no
prior dealings with either disputant that might create a conflict of interest?
Facilitative
Evaluative
Both facilitative and evaluative
Neither facilitative nor evaluative
Which of the following introductory statements by a mediator is MOST LIKELY to
lead to improved cooperation between the mediating disputants?
The purpose of this mediation is for you to decide whether plaintiffs or defendants
Mediation is a way for the two of you to seek creative solutions to your conflict that
address your unique situation and leave neither of you feeling victimized.
Now Id like each of you to state your positions.
One DISADVANTAGE of caucusing in mediation is that:

The mediator is prevented from using evaluative tactics
Caucusing does not promote integrating/collaborating
Caucusing prevents the mediator from learning about issues the disputants feel
Caucusing promotes principled negotiation
Confidentiality in mediation is:

Entirely determined by statute
Determined by statute, court rule, or contract, depending on the jurisdiction and the
type of mediation
Ordered by the mediator in appropriate cases
A myth; mediation is not confidential
Concerns over whether a mediator should be able to testify in subsequent litigation

raise issues of:
Effectiveness
Confidentiality
Participation
46
Enforceability
Many scholars recognize advantages of arbitration over litigation. These advantages

include:
Expertise of a specialized tribunal
Fewer saving in time and expense
Less compliance with arbitration awards
Arbitrators decision serves as precedent in all similar cases throughout the country
Which of the following is not advantage of arbitration?

Low Cost relative to Litigation
Intermediary involved
Legally Binding Nature
International Enforceability
__________ is potentially cheaper and faster than______________.

Non-binding evaluation, litigation
Litigation, Non-binding evaluation
Litigation, ADR
ADR, Litigation

Adjudication
Mediation
Simple negotiation

47
Latent conflict
False conflict
Cause of action

as__________.
False conflict
True conflict
Veridical conflict

Perceived conflict
Real conflict
Escalating conflict
Data type conflict
48
Conflict
Disputant
Motives
Position

highly__________.
Objective
Personal
Subjective
Biased

Single
Multiple
Sole
Distinct
_____________.
Perception
General attribution theory
Stimuli
Cognitive Structure
Which of the following statement is misperception about conflict?

Conflict levels are segregated into multiple situations
Delaying the conflicts may leads to destructive behavior
Conflicts are only created to gain benefits
49
Conflict not always leads to an anger
Which of the following does not restrict innovations?
Proficiency lack
Efficient outcomes
Limited resources
Ongoing systems
Application of ADR is promoted in which of the following type of culture?
Collectivist
Communist
Monopolistic
Individualistic
Customer remained dissatisfied with the shopkeepers demonstration about the

Dispute
Collision
50
Distortion
Confusion
Which of the following is NOT an important tip for a driver to survive in a FenderBender?
Exchange information
Keep calm
Call the police
Start a row
All of the following are dimensions of issue perspective of conflict EXCEPT:
Joint Vs Individual
Process Vs Outcome
Tangible Vs Intangible
Narrow Vs Broad focus
51
Not a conflict
Which of the following is an internal urge to give good performance and which
forces for creativity & innovation?
Reinforcement
Determination
Confidence
Motivation

The disputants of a particular conflict
Activity conflict
52
Agency conflict
Why it is important to focus on resources in order to diagnose a conflict?

The conflict which arises over personal beliefs and deeply held morals & ethics is
termed as:
Conflict over facts
Which of the following truly explains the situation in which the disputants are not
focusing the real facts and figures of conflict?
Dislodged conflict
Misplaced conflict
53
misaligned conflict
Threat
System
Opportunity
Weakness
You are a negotiator of party A and negotiator of party B is exchanging the ideas
about his party's principles, values and preferences. You are analyzing the:

Own interests
All of the following are advantages of understanding the other disputant's interests,
EXCEPT:
54

According to Abraham Maslow, the most basic needs are:
Safety needs
Security needs
Physiological needs
Psychological needs
The stances of disputants in an interpersonal conflict are known as:
Position
Interests
Bargaining
Negotiation
55
According to the Deutsch's theory which of the following is that cooperation begets?
Exacerbation
Competition
Cooperation
Escalation
Robert Gaits
Robert Frost
Thomas Fuller
Thomas Millar
Which of the following negotiation style causes loss of both opportunities and
benefits?
Accommodating style
Compromising style
Dominating style
Avoiding style
56
Which of the following is relevant to the misperception about conflict management?
Increases the possibility to impair a positive resolution

Reduces the alternative ways to handle conflict
It always leads to become more vicious

A social conflict as compared to the corporate conflicts can be considered as:
Low risky
More risky
Risk free
57
Conflict is largely considered as:
Global phenomenon
Perceived phenomenon
Mass media
Court systems
Which of the following outcomes of a conflict are being observed in the specific
context of Pakistan?

Win-win situation
Competition
Positive
58
Which of the following is the purpose of adoption of ADR by Efficiency Wing?

Save time & money
which is known as:
Interpretation
Perception
Reception
Stimulus
Which of the following type of justice refers to the fairness of the process?
Distributive
Competitive
Procedural
Substantive
59
The only constant thing in this world is:
Values
Change
Conflict
Perception
Mediation
Simple negotiation
Which one of the following is likely to be highest level of trust?

Calculus-based
Experience-based
Knowledge-based
Identification-based
One of the parties is willing to take a risk that s/he will lose for the opportunity to
obtain a huge recovery is what type of barrier in conflict resolution?
Jackpot syndrome
Lack of ripeness
Loss aversion
Mistrust
Compromising
Integrating
Obliging
Avoiding
60
A manager of the restaurant has dismissed the waiter from his job because he
served rotten food to a customer. This is the example of what type of power?
Referent power
Coercive power
Normative power
Reward power
Physical strength is the source of which power?

Coercive power
Referent power
Normative power
Expert power
Diversity issues are related to all of the following, EXCEPT:

Power
Culture
Stereotyping
Compromise
The type of power which influences people by offering them something they want, is
known as:
Reward power
Normative power
Coercive power
Referent power
In stereotyping we draw inferences about a persons:

Past, present and future
Anticipated traits and behaviors based on logic
Anticipated behaviors based on his/her social category
61
Over emphasis on a piece of information which may not be so important to

determine a certain event, is representing which of the following aspect of
stereotype?
Explaining away
Stereotype consistent perception
The mediators primary function is to narrow the gap between extreme disputants'
positions by providing evaluations of the merits of the dispute in:
Mediation
Which of the following is the most basic form of nonbinding evaluation consisting of
an adjudication process and its outcome is not obligatory?
Summary jury trial
Neutral evaluation
Minitrial
In which of the following, entities are created by contract to resolve disputes as they
arise in the course of ongoing projects?
Summary jury trial
Neutral evaluation
Dispute review board
The process of negotiation refers to all of the following, EXCEPT:
The communication between parties
62
The relationships among parties
The bone of contention
The styles parties adopt
Which of the following is a legal process whereby a neutral third party hears the
dispute and issues an award?
Litigation
Mediation
Arbitration
Collaboration
The suggested hierarchy of ADR methods suggests that:

Evaluative mediation should come first
Facilitative mediation should come first
Nonbinding evaluation should come first
Nonconsensual processes should come first

Mass media
Court systems
Which of the following is/are the motivating factor/s for the individual during a
conflict?
63
Principles
Aspirations
Values
Which of the following power is the flip side of Coercive power?

Reward/exchange power
Normative power
Expert power
Referent power
The major problem with stereotyping is/are:

It is undignified to be stereotyped
The attributions one makes may be totally wrong
Stereotypes are usually based on limited knowledge
Who has no independent decision-making power?

Civil Judge
Mediator
Advocate
Councilor
Mediation is distinguished from other ADR processes in which of the following

way?
In mediation, the neutral party issues a decision
In mediation, the neutral party does not issue a decision
In mediation, the disputants do not retain the power to settle
64
In which type of mediation, mediator provides a range of suggested settlements?

Facilitative
Evaluative
How mediators deal with legal issues during the mediation process?
Through Privileged communications
Advice to seek guidance from legal expert
Do not face any legal issues during mediation
Use their own expertise of law
In which of the following nonbinding evaluation process representatives of the

disputants have the authority to settle the case?
Summary jury trial
Neutral evaluation
Minitrial
Dispute Review Board
The effectiveness of organizational conflict management has been recognized lately

by the development of:
Dispute resolution systems
Court connected ADR
Online ADR
Med-Arb
In which of the following process the case is presented to an arbitrator who decides
but keeps the decision secret and then the disputants attempt to mediate a
settlement?
Med-Arb
65
Arb-Med
Incentive Arbitration
Ombuds
Conflicts can be prevented and minimized by addressing them at:

Provincial Level
Federal Level
Local community level
Central Level
All of the following are tactics used in evaluative mediation EXCEPT:

Conflict escalation
Instilling doubt
Case evaluation
Caucusing
All of the following are tactics used in integrating style of negotiation EXCEPT:
Expanding the pie
Undercutting
Logrolling
Bridging

mediation, but the mediator didnt seem at all concerned with helping the parties
66
reach settlement, or even to negotiate. Which of the following forms of mediation
did this mediator probably practice?
Triage mediation
Pure mediation

mediation.
Mediation:
Can create mistrust
Some time unable to create more optimal solutions than processes that do not directly
promote cooperation
disadvantages of different type of dispute resolution methods, which of the following
is best method to be adopted for the statement given above?
Legislation
Mediation
Negotiation
Adjudication
Mediator (and clients) sets ground rules for conduct in which stage of mediation?
67

generally focuses on analyzing interests of disputants and on avoiding positional
bargaining.
Evaluative
Facilitative
Category based
Non-binding
Facilitative
Evaluative

In mediation, I listen to both sides of the case and then we choose who wins.

68

Determined by statute, court rule, or contract, depending on the jurisdiction and the
type of mediation

raise issues of:
Effectiveness
Confidentiality
Participation
Enforceability

include:

69

Litigation, ADR
ADR, Litigation

Data processing
Systemic processing
Detail processing

Ignoring
Over interpretation
Explaining away
stereotype.
Ignore
70
Explain away
Agree
Challenge

Explaining away

and easier.
Dual, systematic
Group, Systematic

Mediation
In mediation:
There may not be a settlement since the disputants may not come to
agreement
71
negotiation

Unenforceable
defenses
agreement

Triage mediation
Pure mediation
Triage mediation
Pure mediation
Triage mediation
Pure mediation
72

compromising?
Sara
Warda
Afifa
Faria


Which of the following statement is NOT true for competitive way of conflict
resolution?
This is a destructive way
People negotiate for problem solving
People fight with each other
All of the given options are false
73
Which of the following is seldom recommended in conflict resolution?
Negotiation
Arbitration
Meditation
Adjudication
The conflict phobic reacts to conflict by:
Not preparing for conflict
Postponing negotiations
Making extreme demands
Valuing interpersonal conflict
The second step of social interaction in which the perceiver sees, hears or otherwise
uses his/her senses to receive the event, is known as:
Stimulus
Reception
Perception
Interpretation
Not a conflict

Data-type conflict
Resource conflict
74
Conflict participants often surround themselves in their own rigid thoughts & close
all the possibilities of any other options. This general attitude of conflict participants
is termed as:
Teamwork effort
Negotiation strategy
Positional bargaining
The bottom line that disputant is willing to accept is represented by which of the
Position
Aspiration
Underlying interest
Which of the following is the feature of competitive pattern of a conflict in

organizations?
Which of the following statement is true regarding 'power'?

Power is always perceived by individuals
Power is always used to harm others
Power has usually negative dimensions
Power can psychologically affect the negotiation
According to which of the given power, an individual is able to influence others by

Conferring(reward) benefit?
Reward power
Normative power
75
Coercive power
Referent power
Mr. Jahanzaib has changed the sitting arrangement of his subordinates to make
them more comfortable in order to get good output. He is exercising which type of
power?
Reward power
Normative power
Expert power
Ecological power
Innocent faces can distract others from actual facts ; this statement justifies which
of the given power?
Coercive power
Expert power
Referent power
Normative power
How does power affect BATNA (Best Alternative to a Negotiated Agreement)?

The more power a disputant has, the poorer the disputant s BATNA
The more power a disputant has, the better the disputant s BATNA
The power of one party may dominates the other party in BATNA
There is no affect of power in BATNA
The main problem of relying on BATNA is that:

It is not as much useful
It often leads to poor outcomes
It makes the situation more complex
It is often very expensive in terms of time
All of the following are tactics used in 'integration' phase of negotiation, EXCEPT:
76
Expanding the pie

Undercutting
Logrolling
Bridging
known as:
Reward power
Normative power
Coercive power
Referent power
In order to arrive at one's BATNA in a legal dispute, it is necessary to do an analysis

of the costs and benefits of litigation. It is known as:
Valuation
Resolution
Negotiation
Management
The impression formed about people by gathering information from scratch is a
type of impression called:
Data processing
Detail processing
Which of the following is true about stereotypes?

These are wrong, leading to strategic errors
These are accurate, leading a right decision
These are accurate but may result in leading to a wrong direction
These are wrong but may result in leading to a right direction
77
In stereotyping we draw inferences about a person s:

A major problem with stereotyping is that:

It is based on logic
Stereotypes are usually correct
It is honored to be stereotyped
The attributions, one made may be totally wrong
If we try to thoroughly process the information about each & every individual in all
situations, it will become:
Highly inefficient
Highly efficient
Highly effective
Highly ineffective
Which of the following class of people see their own characteristics as changeable?
Disputed-self
Dependent-self
Independent-self
Interdependent-self
In which of the following method individuals gather information form the scratch
during impression formation?
Dual processing
Group processing
78
In which of the following process, an expert in the subject matter of the dispute or
legal expert gives an opinion of the strengths and weaknesses of each side's case?
Summary jury trial
Neutral evaluation
If a disputant refuses to participate, what effect can it make on the usefulness of

facilitative mediation?
If one or both disputants are unsure about their BATNA s, what effect can it make
on the usefulness of facilitative mediation?
To promote empowerment and recognition of each disputant is the goal of which

type of mediation?
Pure mediation
Triage mediation
One of the most significant features of mediation is its effectiveness in preserving

Ongoing:
Conflict
Competition
Controversy
79
Relationship
In which stage of mediation mediator will inform clients about mediator s style,
explain process, and explain advantages of cooperative dispute resolution and
mediation?
What important role, ethics play in mediation?

Enhance effectiveness of mediation
Helps in achieving extra compromises
Assists in avoiding the courts involvement
Simply a waste of time & money, if it fails
Which of the following rule requires that the mediators should not favor or impose
their will on one disputant?
Revolutionary
Confidentiality
Neutrality
Adversary
The law of arbitration in Pakistan is contained in which of the following Arbitration

Act?
1960
1990
1940
80
1945
Which of the following class of arbitration is mentioned in chapter III, section 20 of

the 'Arbitration Act'?
Arbitration in suits through court
Arbitration where no suit is pending
Arbitration without court intervention
Arbitration investigation through agency
Agreements to submit future disputes not yet in existence to arbitration are which of
the following category of arbitration agreements?
Non-executory
Unexecuted
Executory
Executed

Arbitrator
Corporate executive
Extensive preparation often creates hindrance in settlement. All of the following are
suggestions for avoiding it, EXCEPT:
Set limits to involvement

No financial constraints
Periodically reappraise strategies
Intention to save one special person
81
In which of the following a mediator shall fully disclose and explain the involvement
of money?
Fee
Quality
Morality
Competence
'Positional bargaining' leads to which of the following consequence?

impasses the bad feelings among disputants
Better position for each of the bargainers
Creative approaches to conflict resolution
The most integrative outcome in conflict
In what type of conflict the disputants duplicate efforts to gather information?

Constructive Conflict
Cooperative Conflict
Competitive Conflict
Destructive Conflict

Finding methods of resolving conflict (not confrm)
Which of the following statement is NOT true for competitive way of

conflict resolution?
82

The second step of social interaction in which the perceiver sees, hears or
Otherwise uses his/her senses to receive the event, is known as:
Stimulus
Reception
Perception
Interpretation

Data-type conflict
Resource conflict
According to which of the given power, an individual is able to influence

others by Conferring(reward) benefit?
Reward power
Normative power
Coercive power
Referent power
83

All of the following are tactics used in 'integration' phase of negotiation,

EXCEPT:
Expanding the pie
Undercutting
Logrolling
Bridging
The type of power which influences people by offering them something they
want, is known as:
Reward power
Normative power
Coercive power
Referent power
The impression formed about people by gathering information from scratch

is a type of impression called:
Data processing
Detail processing
84


If we try to thoroughly process the information about each & every

individual in all situations, it will become:
Highly inefficient
Highly efficient
Highly effective
Highly ineffective
Which of the following class of people see their own characteristics as

changeable?
Disputed-self
Dependent-self
Independent-self
Interdependent-self
In which of the following method individuals gather information form the
85
Scratch during impression formation?
Dual processing
Group processing
In which of the following process, an expert in the subject matter of the

dispute or legal expert gives an opinion of the strengths and weaknesses of each
side's
case?
Summary jury trial
Neutral evaluation
To promote empowerment and recognition of each disputant

is the goal of which type of mediation?
Pure mediation
Triage mediation
One of the most significant features of mediation is its effectiveness in

Preserving Ongoing:
Conflict
Competition
Controversy
Relationship
86
In which stage of mediation mediator will inform clients about mediator s

style, explain process, and explain advantages of cooperative dispute resolution
and mediation?
The law of arbitration in Pakistan is contained in which of the following

Arbitration Act?
1960
1990
1940
1945
Which of the following class of arbitration is mentioned in chapter III,

section 20 of? the 'Arbitration Act'?
Agreements to submit future disputes not yet in existence to arbitration are

which of the following category of arbitration agreements?
Non-executory
Unexecuted
Executory
87
Executed
In which of the following a mediator shall fully disclose and explain the
Involvement of money?
Fee
Quality
Morality
Competence
In what type of conflict the disputants duplicate efforts to gather

information?
A dispute in which some of the contentions can be expressed as a cause of action or

as a defense to a cause of action is known as:
War
Collision
Legal dispute
Fender-bender
Which of the following type of justice prescribes whether the outcome of a conflict is
fair?
Substantive
Procedural
Distributive
88
Conflict
All of the following are steps which might influence the conflict cycle EXCEPT:
Establishing ground rules for civility
Pointing out areas of agreement
Using competitive language
Assigning joint tasks
Which of the following is a disagreement or difference of opinion of two persons or

two parties?
Dispute
Collision
Conciliation
Adjudication
Which of the following power has ability to disempowered to the others?

Expert power
Referent power
Coercive power
Normative power
Premise Three of Deutsch's theory is that cooperation begets:

Exacerbation
Competition
Cooperation
Escalation
Which of the following emotion led to more integrative and compromised strategies
by the partner?
89
Disappointment
Anger
Pride
Guilt
A conflict revolving around two people perceiving the same event like "an accident"
differently is known as __________.
Resurce conflict
Data-type conflict
Preferences and nuisances conflict
Efforts to apply alternative blueprints largely fail because:

There is little support from others
People lack of proficiency
People try to use old tools to address alternative blue prints
A conflict which is purely internal and does not involve another person is a(n):
Not a conflict
In mediation:
There may not be a settlement since the disputant may not come to agreement
The settlement usually verbal
Settlements reached in mediation are not enforceable
We have met the enemy and it is us, quoted by the:

Ben okri
90
Walt Kelly
Mao zeding
Stuart Hampshire
A mans greatest battles are the ones he fights within himself, is quoted by the:
Ben okri
Walt Kelly
Mao zeding
Stuart Hampshire
Anger can be an effective negotiating tool, is quoted by:

Paul Getty
Adam smith
John Dryden
Mark McCormack
Which of the following is a type of assisted negotiation that uses a third party to
help disputants negotiate their settlement?
Advocacy
Mediation
Provocation
Aggravation
In a conflict diagram participants are indicated by:

Double-ended block arrow
One-tailed arrows
Straight lines
Circles
Getting information form scratch is called:
91
Dual processing
Group processing

Reinforcement
Determination
Confidence
Motivation
Of the two types of mediation, ________ would be more likely to encourage

Evaluation mediation
Nonbinding mediation
Mediation
All of the following are dimensions of person perspective of conflict EXCEPT:

Joint-disputant
Social disputant
Individual disputant
Institution and society
Which one of the following mainly shows individuals and their relationships to one
another?
Sociomap
Sociogram
Interception
Determination
92
The Meta-disputes generally are based on:

Anger
Bad feelings
Revengeful attitude
Misunderstandings
The theorists who developed this model proposed five basic negotiation styles which
include all of the following
EXCEPT:
Dominating
Avoiding
Obliging
Settling

Joint-disputant
Social disputant
Institution or society
In an interpersonal conflict where the disputants do not wish to do the work

necessary to resolve the conflict until they feel there is no other alternative, the
impediment to resolution is __________.
Mistrust
Lack of ripeness
Over commitment & entrapment
93
EXCEPT:
It ensures user doesnt miss an optimal resolution
It creates greater flexibility in coming to settlement
It ensures user isnt diverted by details, heat of the moment and so on
It prevents user to evaluate whether some interests could be met outside the conflict
And other known as__________.
Avoiding
Dominating
Obliging
Compromising
to
agreement in___________.
Reality testing
Litigation
Negotiation
Dispute

Harming and irritating.
Reward
Coercive
94
Normative
Expert

Expert
Reward
Normative
Democratic

Expert
Reward
Ecological
Social

Bottom-up
Top-down
Horizontal
Vertical
Motivation
Power
Integration
95

Compromising
Integration
Authoritative
Avoiding

Positive
Negative
Neutral
Zero-Sum
self
And other known as__________.
Avoiding
Dominating
Obliging
Compromising

96
Data processing
Systemic processing
Detail processing

Ignoring
Over interpretation
Explaining away
stereotype.
Ignore
Explain away
Agree
Challenge

97
Explaining away

and easier.
Dual, systematic
Group, Systematic

Mediation
In mediation:
There may not be a settlement since the disputants may not come to
agreement

negotiation
98

Unenforceable
defenses
agreement

Triage mediation
Pure mediation
Triage mediation
Pure mediation
Triage mediation
Pure mediation
99

compromising?
Sara
Warda
Afifa
Faria


Potential mediation client Ms. B complained that she wanted to reach

settlement in mediation, but the mediator didnt seem at all concerned with
helping the parties reach settlement, or even to negotiate. Which of the
following forms of mediation did this mediator probably practice?
100
Triage mediation
Pure mediation

Mediation:
Can create mistrust
Some time unable to create more optimal solutions than processes that do not
directly promote cooperation
disadvantages of different type of dispute resolution methods, which of the
Legislation
Mediation
Negotiation
Adjudication
101
Mediator (and clients) sets ground rules for conduct in which stage of
mediation?
In issue clarification stage in the process of mediation, _______________

mediation generally focuses on analyzing interests of disputants and on
avoiding positional bargaining.
Evaluative
Facilitative
Category based
Non-binding
In which type of mediation mediator takes the time to ensure that he or she has
no prior dealings with either disputant that might create a conflict of interest?
Facilitative
Evaluative
Which of the following introductory statements by a mediator is MOST

LIKELY to lead to improved cooperation between the mediating disputants?
The purpose of this mediation is for you to decide whether plaintiffs or
defendants version of the issue will prevail.
In mediation, I listen to both sides of the case and then we choose who
wins.
Mediation is a way for the two of you to seek creative solutions to your
conflict that address your unique situation and leave neither of you
feeling victimized.
102


Determined by statute, court rule, or contract, depending on the
jurisdiction and the type of mediation
Concerns over whether a mediator should be able to testify in subsequent

litigation raise issues of:
Effectiveness
Confidentiality
Participation
Enforceability
Many scholars recognize advantages of arbitration over litigation. These

advantages include:
Arbitrators decision serves as precedent in all similar cases throughout the
103
country


Litigation, ADR
ADR, Litigation

Adjudication
Mediation
Simple negotiation

Latent conflict
False conflict
Cause of action
104

as__________.
False conflict
True conflict
Veridical conflict

Perceived conflict
Real conflict
Escalating conflict
Data type conflict

Conflict
Disputant
Motives
Position
105

highly__________.
Objective
Personal
Subjective
Biased

Single
Multiple
Sole
Distinct
_____________.
a) Perception
b) General attribution theory
c) Stimuli
d) Cognitive Structure
Which of the following provides a rigorous and clear framework for understanding
and appreciating the multiple facets of any conflict?
Commercial conflict
Conflict resolution
Conflict diagnosis
Systematic conflict
106

Ben Okri
Walt Kelly
Mao Zedong
Stuart Hampshire
Ten themes of conflict diagnosis are helpful in:

Understanding nature of conflict
Making better use of ADR
Resolving conflict
Which of the following is often unconscious to be given good performance in every

situation?
Reinforcement
Determination
Confidence
Motivation
107
Which one of the following mainly shows individuals and their relationships to one
another?
Sociomap
Sociogram
Interception
Determination
________________ allows the user to choose the best blueprint and the best tools to
handle a conflict well.
Conflict diagnosis
Commercial conflict
Conflict resolution
Systematic conflict
Usually the sources of conflict are __________ and many of them are __________.
Multiple, hidden
Multiple, obvious
Less than 5, hidden http://vustudents.ning.com
Less than 5, obvious
by the partner?
Disappointment
Anger
Pride
Guilt
108
Who said that It is essential to the sanity of mankind that each should think the
other crazy?
Walt Kelly
Neil Johnson
Hillarie Belloc
Emily Dickinson

Facilitating principled bargaining or similar collaborative negotiation so that settlement can
result
mediation, but the mediator didnt seem at all concerned with helping the parties reach
settlement, or even to negotiate. Which of the following forms of mediation did this
mediator probably practice?
Triage mediation
Pure mediation
Most informal arbitration is probably __________________ than most facilitative mediation.

109
Mediation:
Can create mistrust
Some time unable to create more optimal solutions than processes that do not directly promote
cooperation
disadvantages of different type of dispute resolution methods, which of the following is best
method to be adopted for the statement given above?
Legislation
Mediation
Negotiation
Adjudication


generally focuses on analyzing interests of disputants and on avoiding positional bargaining.
Evaluative
Facilitative
110
Category based
Non-binding
Facilitative
Evaluative

In mediation, I listen to both sides of the case and then we choose who wins.

111
Determined by statute, court rule, or contract, depending on the jurisdiction and the type of
mediation

raise issues of:
Effectiveness
Confidentiality
Participation
Enforceability
include:

112
Litigation, ADR
ADR, Litigation
HRM 624
A conflict in which the parties' goals are violently manifested, the parties treat
one another as:
Advocates.
Disputants.
Adversaries.
Agents.
A conflict which can only be resolved by having a winner and a loser of "splitting
the difference" the parties are:
Continently interdependent.
Promotively interdependent.
Positively interdependent.
Falsely interdependent.
Where parties are unaware of the existence of divergent goals, needs of

interests, the conflict is:
Latent.
Zero sum.
Contrient.
Veridical.
113
Where the goals of one party enhance the goals of the other, the parties are:
Not interdependent.
Latently interdependent.
Continently interdependent.
Promotively interdependent.
Most transactions contain both compatible and incompatible goals and are known
as:
False conflicts.
Zero-sum situations.
Win-win situations.
Mixed-motive situations.
Forward-looking arrangements which satisfy compatible goals and there is no

obvious disagreement almost always involves some divergent goals and is known as:
Transactions.
Disputes.
Zero-sum situations.
False conflicts.
A non latent interpersonal conflict characterized by emphasizing the incompatible

goals of disputants is a:
Transaction.
False conflict.
Dispute.
Win-win situation.
114
A type of representative of a disputant who has legal and ethical responsibility to

represent disputant's interest is a:
Stakeholder.
Agent.
Advocate.
Constituent
A party to a conflict who is powerful enough to significantly alter its course is a:
Stakeholder.
Agent.
Advocate.
Constituent
The various dispute resolution processes can be distinguished by all of the following
factors except:
Who participates
Who decides the outcome.
Where it is held.
Under what authority the process takes place.
The two main categories of dispute resolution, according to who decides the
outcome, are:
Arbitration and mediation.
Negotiation and adjudication.
Assisted and unassisted negotiation.
Litigation and arbitration.
The principal distinction between negotiation and adjudication is:
115
The person in charge of deciding the outcome.

The binding effect.
Whether or not the parties are assisted.
None of these is correct.
A form of negotiation where the disputants are the only participants is known as:
Unassisted negotiation.
Assisted negotiation.
Simple negotiation.
Both 1 and 3 are correct
The three principal forms of assisted or facilitated negotiation include all of the
following except:
Agent- or advocate-assisted negotiation.
Mediation.
Nonbinding evaluation.
Arbitration.
The form of negotiation in which the disputants are represented by assistants who
stand in their shoes and negotiate on their behalf is:
Mediation.
Agent or advocate assisted negotiation.
Arbitration.
116
The form of negotiation in which the negotiation is facilitated by a neutral third
party is:
Mediation.
Agent or advocate-assisted negotiation.
Arbitration.
In_____ the disputants present their side to a third party or panel which renders a
nonbinding decision or opinion.
Mediation
Agent- or advocate-assisted negotiation
Arbitration
What differentiates nonbinding evaluation from evaluative mediation is that

nonbinding evaluation:
The evaluation is just a beginning point.
The parties do not participate in the process.
In evaluative mediation the evaluation is just a beginning point of the settlement
process.
None of the above is correct.
The three major forms of adjudication include all of the following except:
Litigation.
Mediation.
Agency Adjudication.
Arbitration
117
Our narrow perspective on how conflict is best managed and resolved:

Is fostered by cultural beliefs and practices.
Impairs our ability to understand conflict.
Impairs out ability to choose effective methods to resolve conflict.
All of the above are correct.
In order to create a quality product, a master artisan needs all of the following
except:
An effective plan or blueprint.
An innovative approach.
A set of tools suited to the craft.
Proficiency in using the tools.
The part of a person's environment consisting of overall societal social structures is

a:
Microsystem.
Macrosystem.
Microcosm.
Bronfenbrenner's theory of Social Ecology includes as the important institutions in

which we operate the following institution(s)
Mass media.
Court systems.
School Organizations.
118
Children with_____ parents are more likely to learn that all disputants matter in a
conflict.
Authoritative
Authoritarian
Permissive
Strict
The American legal system tends to emphasize all of the following except:
Individual rights.
Individualism.
Cooperation.
Competition.

There is little support from others.
People try to use old tools to address alternative blueprints.
People lack proficiency in using new tools.
People confronted with conflict in our culture typically react by seeing the situation
as a_____ where there can only be one winner.
119
Competition
Win-win situation
Positive
The American legal system is a(n)_____ process built on the notion that justice is
achievable through competition.
Win-win
Cooperative
Adversarial
Our cultural perspective leads us to view conflict as all of the following except:
War.
Dangerous.
A way to spur reform.
Emotionally painful.
In order to select the best dispute resolution method, it is necessary to engage in the
process of:
Litigation.
Conflict diagnosis.
Negotiation.
120
All of the following are steps in the process of conflict diagnosis except:
Identify sources and causes of the conflict.
Identify impediments to settlement.
Choose an appropriate dispute resolution process.
All of the above are steps in the process.

Making extreme demands.
Not preparing.
Loving interpersonal conflict.
Postponing negotiations.
The conflict gamer reacts to conflict by:

Avoiding it.
Feeling traumatized by it.
Not preparing for it.
Postponing negotiation.
The two "camps" of the ADR movement are the:

Right and left wings.
Radical and efficiency wings.
Radical and left wings.
Right and efficiency wings.
An effective ADR program will have the effect of:
121
Relieving crowded court dockets.
Avoiding litigation down the line.
Leaving parties feeling more empowered
All of the above are true.
The ADR movement in the U.S. has been dominated by the:

Efficiency wing.
Right wing.
Radical wing.
Left wing.
The following people could benefit from understanding conflict diagnosis:

Lawyers.
Negotiators.
Dispute professionals.
In Step One of responding to conflict, an event which causes a reaction in someone

is known as a (n):
Perception.
Reception.
Stimulus.
Interpretation.
In the second step of social interaction the perceiver sees, hears, or otherwise uses
his or her senses to receive the event, known as:
122
Perception.
Reception.
Stimulus.
Interpretation.
After having received social stimuli, people assign meaning to what they have
experienced, which is known as:
Perception.
Reception.
Stimulus.
Interpretation
In social science, the phrase for mental shortcuts people use to make quick
assessments of others in social interactions is known as:
Heuristics.
Holistics.
Mapping.
Salience.
The tendency of a disputant in an interpersonal conflict to see themselves as "good"

and to characterize the other side as "evil" is known as:
Demonization.
Salience.
Heuristics.
Context.
123
In Step Four a disputant considers a range of possible responses. This step is known
As:
Interpreting.
Responding.
Generating options.
Weighing options.
Step Five in the process is a cost benefit analysis of those options known as:
Interpreting.
Responding.
Generating options.
Weighing options.
As part of the cost benefit analysis, a disputant makes assumptions about what
results his or her actions will have, known as:
Expectancy of success.
Expectancy of reinforcement.
Expectancy of conflict.
Expectancy of resolution.
In Step Six, which is a culmination of all the previous ones, the disputant decides
what to do or:
124
Acts.
Chooses an option.
Plans.
Perceives.
In the final step, Step Seven, disputants put the option into practice, which in turn
creates a new:
Stimulus.
Action.
Option.
The purposes of describing the conflict include all of the following except:
Understanding the interests of those involved.
Analyzing who is involved in the conflict.
Clarifying what the conflict is about.
All of the above are purposes of describing the conflict.
Writing down a description of the conflict and putting it aside for a while serves the
purpose(s) of:
Forgetting the conflict
Clarifying the divergent goals.
Seeing where you need more information.
Both 2 and 3 are correct.
125
Interpersonal conflict.
Intrapersonal conflict.
Interpretive conflict.
Not a conflict.
After completing a written description of the conflict, it is important to map out the
conflict. This map is known in the field of psychology as a:
Sociomap.
Sociogram.
Picture.
Diagramatic.

Circles.
A double-ended block arrow.
One-tailed arrows.
Straight lines.
In a conflict diagram conflict is indicated by_____ with the parties at both ends.
Circles
A double ended block arrow
One-tailed arrows
Straight lines
In a conflict diagram the purpose of one tailed arrows is to indicate_____ between

participants.
126
Relationships
Conflicts
Communication
Participation
In a conflict diagram relationships between participants are indicated by:

Circles.
A double-ended block arrow.
One-tailed arrows.
Straight lines
Conflicts over ownership or control of something of value are known as_____

conflicts.
Preferences and nuisances.
Data-type.
Resource.
Communication.
A conflict revolving around two people perceiving the same event, like an accident,
differently, is known as a_____ conflict.
Data-type
Resource
Communication
127
When one disputant is doing something which harms or bothers the other, it is a
_____conflict.
Data-type
Resource
Communication
The meaning of language or behavior may be misunderstood, causing a_____
conflict.
Data-type
Resource
Communication
Where each disputant believes the conflict is due to a different cause, there are:
Differences in conflict orientation.
Threats to self-concept and world view.
Conflicts over deeply held values.
Differing attributions of causation.
Where one disputant's viewpoint threatens the other's central ideas about his or
herself, there are:
Differences in the way people preferentially or automatically respond to conflict
128
are:
Disputants in conflict over deeply held personal, community, or social beliefs are:
Being in conflict with the wrong person would be_____ conflict.

Misplaced
Misattributed
Misaligned
Displaced
Where the disputants aren't fighting about what's really bothering them, the
conflict is:
Misplaced.
Misattributed.
Misaligned.
Displaced.
129
Often conflict participants paint themselves into a corner by firmly demanding what
they want at the outset, in a process known as:
Teamwork.
Negotiating.
Positional bargaining.
None of the above are correct
except:
Craft proposals the other side wants to accept.
Avoidance of later sabotage.
Avoidance of positional bargaining.
Blinding the disputant to any position but their own .
To insure that they will cooperate in making a resolution work and not sabotage it,
it is important to analyze the interests of those affected by the course and outcome
of a conflict known as:
Constituents.
Advocates.
Stakeholders.
Both answers 1 and 3 are correct.
The main reason to analyze the interests of agents and advocates is to determine if
they have interests adverse to their principal, known as:
Strategy.
Conflicts of interest.
Power struggles.
130
In a conflict onion, revealing the layers of conflict, the demand the disputant makes
to others, is known as their:
Aspirations.
Position.
Principles and values.
Underlying interests.
In a conflict onion, revealing the layers of conflict, the bottom line the disputant is
willing to accept, is known as their:
Aspirations.
Position.
Principles and values.
Underlying interests.
The diagram which is designed to show the relationships among the various aspects
of the participants' interest is known as a (n):
Diagramatic.
Interest tree .
Family tree.
Interest picture.
Of the two major types of justice,_____ justice is concerned with whether the
outcome of a conflict is fair; while_____ justice refers to the fairness of the process.
Distributive; Procedural
Procedural; Distributive
Distributive; Substantive
Substantive; Procedural
131
Maslow's Needs Theory is that people need to satisfy human needs which are
organized hierarchically and the most basic of these needs is for:
Safety and security (deficiency).
Love and belongingness (love).
Air, food, shelter and sleep (physiological).
Be a unique individual (self-actualization).
Erickson's Psychosocial Theory is that over a human lifespan people go through life
stages associated with overriding concerns, with the final stage occurring in late
adulthood being:
To develop enduring relationships (intimacy vs. isolation).
Finding peace and satisfaction (ego integrity vs. despair).
To learn to act in an autonomous manner (autonomy vs. doubt and shame).
To master academic, social and vocational skills (industry vs. inferiority).
One of the four basic tenets of Morton Deutsch's Theory of Constructive or

Destructive Conduct is that conflict is either cooperative or
Constructive.
Individualistic.
Competitive.
In a competitive conflict, hostile feelings promote a lack of communication leading

to negative attributions about the other person, known as:
Autistic hostility.
Reactive devaluation.
Effective communication.
132
The second premise of Deutsch's theory is that:

Cooperation is less efficient than competition.
Cooperation causes more duplication of effort than competition.
Cooperation is destructive, while competition is constructive.
Cooperation is constructive, while competition is destructive.
A conflict (including a dispute) over the handling of the conflict is called a:
Meta-dispute.
Mega-dispute.
Productive dispute.
Cooperative dispute.
The term for a disputant's tendency in a competitive conflict to disregard the

qualities of the other disputant because their similarities are uncomfortable is:
Opposites attract.
Cognitive dissonance.
Mega-dispute.
Reactive devaluation.

Competition.
Cooperation.
Escalation.
Exacerbation.
Deutsch's theories can be illustrated by two round graphs showing how cooperative
and competitive move through a_____ process conflicts.
133
Conciliatory
Escalating
Cyclical
Efficient
In the final premise of Deutsch's theory, we learn that it is easier to move from
_____to _____ than vice versa.
Cooperation to competition
Competition to cooperation
Efficiency to cooperation
Competition to resolution
All of the following are steps which might influence the conflict cycle except:
Establishing ground rules for civility.
Assigning joint tasks.
Using competitive language.
Pointing out areas of agreement.
One of the lessons learned about the fragility of cooperative conflicts is that it is best
to resolve them:
Through litigation.
Early (but not too early).
At any cost.
In a competitive environment
The attitude that allows for risk taking behavior is known as:
134
Cooperation.
Competition.
Trust.
Mistrust.
The most basic level of trust, based on knowledge of the consequences of compliance
or Noncompliance is_____ trust.
Calculus-based
Knowledge-based
Experience-based
Trust based on one disputant's knowledge and understanding of the other is_____
trust.
Calculus-based
Knowledge-based
Experience-based
The level of trust founded on the disputant's sense of "oneness" with the other
person based on shared goals, values and needs is_____ trust
Calculus-based
Knowledge-based
Experience-based
135
Of the three levels of trust,_____ trust is the highest level of trust.

Calculus-based
Knowledge-based
Experience-based
Of the three levels of trust, the easiest to establish is_____ trust.
Calculus-based
Knowledge-based
Experience-based
The origin of knowledge-based trust is:

Being well acquainted with one another.
Investigation and research or a long-standing relationship.
Provisions in the contract giving incentives not to harm one another.
Intimate and well-functioning family relationships.
People who must be involved in a relationship but who have low levels of trust in
one another would be best served by creating a:
Business relationship.
Competitive relationship.
Adversary relationship.
Business relationships are made up of all of the following components except:
136
Explicit, detailed agreements.
Informality.
Restraint of emotional expression.
Balanced, neutral fact-finding and evaluation.
Goals of effective drafting include all of the following except:

Relationship preservation.
Ambiguity.
Accuracy and completeness.
Flexibility
In an interpersonal conflict in which a disputant has an interest in hurting and

punishing the other side, the impediment to resolution is:
Conflicts of interests among team members.
Jackpot syndrome.
Motivation to seek vengeance.
Lack of ripeness
In an interpersonal conflict in which there are disputes about the way a conflict is
being handled, the impediment to resolution is:
Meta-disputes.
Mistrust.
Lack of ripeness.
Loss aversion.
In an interpersonal conflict in which the disputants have dramatically different
137
perceptions of fact or law, the impediment to resolution is:
Jackpot syndrome.
Vastly differing perceptions of reality.
Mistrust.
Overcommitment and entrapment.
In an interpersonal conflict where a disputant puts so much time, money, and

energy into the conflict that it seems wasteful to back out, the impediment to
resolution is:
Lack of ripeness.
Jackpot syndrome.
Excluded stakeholders.
In an interpersonal conflict where the disputants do not wish to do the work

necessary to resolve the conflict until they feel there is no other alternative, the
impediment to resolution is:
Mistrust.
Lack of ripeness.
In an interpersonal conflict involving apparently irrational behavior by a disputant

who believes he or she has a chance of "winning big" the impediment to resolution
is:
Lack of ripeness.
Disempowered disputant.
Loss aversion.
Jackpot syndrome.
138
In an interpersonal conflict where the disputant would rather gamble on an

uncertain outcome rather than take on a certain but manageable loss, the
impediment to resolution is:
Linkages.
Loss aversion.
Conflicts of interest among team members.
Lack of ripeness.
In an interpersonal conflict where constituents have goals at odds with other

members of their side of the dispute, the impediment to resolution is:
Linkages.
Conflict of interest among team members.
Loss aversion.
In an interpersonal conflict where people not at the negotiation table feel they need
to be, the impediment to resolution is:
Unpleasant disputants.
Disempowered disputants.
Loss aversion.
In an interpersonal conflict where a disputant feels he or she has insufficient power

in the relationship, the impediment to resolution is:
139
Disempowered disputant.
Jackpot syndrome.
Loss aversion
Organizational psychologists who believed Deutsch's model characterizing behavior

as cooperative or competitive had disadvantages developed the_____ model of
negotiation behavior dividing styles into assertiveness and cooperativeness.
Integrative.
Dual-concern.
Pareto-efficiency.
Compromising.
The theorists who developed this model proposed five basic negotiation styles which
Dominating.
Avoiding.
Settling.
Obliging
Of the five negotiating styles, the_____ style represents a low level of concern for
self and a high level of concern for others.
Integrating.
Obliging.
Compromising.
Avoiding.
140
In a settlement agreement which maximizes resources by allocating them to those
who value them most, this form of efficiency is known as:
Pareto-efficiency.
Para-efficiency.
Inefficiency.
Resource allocation.
The most efficient negotiation style, in terms of meeting everyone's underlying
interests and needs, is:
Obliging.
Avoiding.
Compromising.
Integrating.
The success of this style is dependent upon a free flow of information.

Mutual and unilateral.
Self-protectiveness.
Usefulness in inducing cooperation.
Cooperative versus competitive.
Of the five negotiating styles, the style that is most protective of self-interest while
promoting a cooperative response in the other disputant is the:
Avoiding
Integrating.
Obliging.
Compromising.
All of the following are tactics used in integrating except:
141
Expanding the pie.
Logrolling.
Undercutting.
Bridging.
The tactic of giving the other disputant something of value which is unrelated to the
dispute in return for something of value is known as:
Nonspecific compensation.
Logrolling.
Cutting costs.
Bridging.
The Rabin Organizational Conflict Inventory II is a device for assessing

negotiation:
Abilities.
Styles.
Parties
In a conflict diagram the purpose of one tailed arrows is to indicate __________

between participants.
Communication
Relationships
Participation
Conflicts
142

People lack proficiency in using new tools
People try to use old tools to address alternative blueprints

two parties?
Dispute
Collision
Conciliation
Adjudication
Which of the following is Not a major type of assisted negotiation?

Agent
Mediation
Nonbinding Evaluation
None of the given options http://vustudents.ning.com
Many conflictive situations have more than one __________.

Agency conflict
Personal conflict
143
A common conflict between brothers & sisters is known as:

Blood relation conflict
In-house conflict
Sibling rivalry
Mutual rivalry
resolution?
Customer remained dissatisfied with the shopkeeper s demonstration about the

Dispute
Collision
Distortion
Confusion
process of:
Litigation
Negotiation
Conflict diagnosis
144
Conflict can be truly signified by which of the following statement?
Always observable
Not easily apparent
Resolved automatically
which is known as:
Interpretation
Perception
Reception
Stimulus
Not a conflict

are:
Threats to self-concept & world view
Differing attributions of causation
Differences in conflict orientation
145
Threat
System
Opportunity
Weakness
Which of the following is referred to the most initial need, according to Maslow s
need hierarchy?
Safety & security needs
Self-esteem needs
Social needs
Food & shelter needs

organizations?
In an interpersonal conflict where a disputant has put so much time, money and
energy into the conflict that it seems wasteful to cancel, the impediment to resolution
is:
Jackpot syndrome
Lack of ripeness
146
All of the following are sources of reward power, EXCEPT:

Authority
Resources
Evaluation standards
Personality traits
All of the following are sources of expert power, EXCEPT:

Research
Investigation
Formal learning
Physical strength

147
Impressions formed about people that are based upon fitting the person into various
categories are a type of impression called:
Detail processing
Data processing
Systemic processing
If shopkeeper is arguing with a customer over the price of a product, what type of
style they are adopting to resolve this issue?
Dominating or competition style
Obliging or accommodating style
Compromising style
Avoiding style

Valuation
Resolution
Negotiation
Management

148
Disputed-self
Dependent-self
Independent-self
Interdependent-self
Dual processing
Group processing
Which type of mediation would be expected to be useful if the disputants took very
extreme positions based on erroneous information about the merits of their cases?
Mediation
The mediator s primary function is to promote effective negotiation in:

Non-binding evaluations
Simple mediation
149
In which type of mediation, mediator provides a range of suggested settlement
amounts?
Facilitative
Evaluative
Confidentiality may be waived in all of the following circumstances, EXCEPT:

Matter not confidential to begin with
At consent of participants
At discretion of mediator
Evidence of a crime of child abuse or neglect
Who is said to be neutral in non-binding arbitration?

Arbitrator
Corporate executive
Summary jury trial
Neutral evaluation
150
The two styles of mediation are:

Cooperative/Facilitative
Facilitative/Evaluative
Cooperative/Evaluative
Evaluative/Meditative

Pure mediation
The substance in negotiation refers to all of the following, EXCEPT:

Relationship
Agenda
Option
Issue
151
Which of the following dispute resolution method leaves the disputants with the
power to accept or reject a possible settlement?
Mediation
Litigation
Legislation
Arbitration
In which type of mediation, a mediator takes the time to ensure that he or she has no
Facilitative
Evaluative
Which one of the following is NOT a major reason for the regulation of mediation is
to protect the rights held by the participants in mediation?
Safety issues
Conflict with other rights
Dual processes mediation
Due process consideration
Litigation
Mediation
Arbitration
Collaboration
152
Binding arbitration
Arbitration process
Arbitration award

Act?
1960
1990
1940
1945
Arbitration clauses are commonly used in which of the following?

Arms length disputes
Employment contracts
Consumer dealings by organizations

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153
Under which of the following situation the parties have limited rights to appeal?
Mediation
Arbitration
Conciliation
Negotiation
of money?
Fee
Quality
Morality
Competence
Being in conflict with the wrong person, would be the:

Misaligned conflict
Misplaced conflict
Displaced conflict

154

Negotiation
Arbitration
Meditation
Adjudication
Not a conflict
Conflict participants often surround themselves in their own rigid thoughts

& close all the possibilities of any other options. This general attitude of conflict
Participants is termed as:
Teamwork effort
The bottom line that disputant is willing to accept is represented by which of

The following term in a conflict onion?
Position
Aspiration
Underlying interest
155
organizations?

The only constant thing in this world is:

Values
Change
Conflict
Perception
Mediation
Simple negotiation
Which one of the following is likely to be highest level of trust?

Calculus-based
Experience-based
Knowledge-based
156
One of the parties is willing to take a risk that s/he will lose for the opportunity to
obtain a huge recovery is what type of barrier in conflict resolution?
Jackpot syndrome
Lack of ripeness
Loss aversion
Mistrust
Compromising
Integrating
Obliging
Avoiding
A manager of the restaurant has dismissed the waiter from his job because he
served rotten food to a customer. This is the example of what type of power?
Referent power
Coercive power
Normative power
Reward power
Physical strength is the source of which power?

Coercive power
Referent power
Normative power
Expert power
Diversity issues are related to all of the following, EXCEPT:
157
Power
Culture
Stereotyping
Compromise
known as:
Reward power
Normative power
Coercive power
Referent power
Mr. Jahanzaib has changed the sitting arrangement of his subordinates to

Make them more comfortable in order to get good output. He is exercising which
type of power?
Reward power
Normative power
Expert power
Ecological power
Innocent faces can distract others from actual facts ; this statement justifies
Which of the given power?
Coercive power
Expert power
Referent power
Normative power
How does power affect BATNA (Best Alternative to a Negotiated

Agreement)?
158
In order to arrive at one's BATNA in a legal dispute, it is necessary to do an

Analysis of the costs and benefits of litigation. It is known as:
Valuation
Resolution
Negotiation
Management

If a disputant refuses to participate, what effect can it make on the usefulness

Of facilitative mediation?
If one or both disputants are unsure about their BATNA s, what effect can it
Make on the usefulness of facilitative mediation?
159


Arbitrator
Corporate executive
Extensive preparation often creates hindrance in settlement. All of the

following are suggestions for avoiding it, EXCEPT:

Impasses the bad feelings among disputants
160
A common conflict between brothers & sisters is known as:

Blood relation conflict
In-house conflict
Sibling rivalry
Mutual rivalry
resolution?
Customer remained dissatisfied with the shopkeeper s demonstration about the

Dispute
Collision
Distortion
Confusion
process of:
Litigation
Negotiation
Conflict diagnosis
161
Conflict can be truly signified by which of the following statement?

Always observable
Not easily apparent
Resolved automatically
which is known as:
Interpretation
Perception
Reception
Stimulus
Not a conflict

are:
Threats to self-concept & world view
Differing attributions of causation
Differences in conflict orientation
162
Threat
System
Opportunity
Weakness
Which of the following is referred to the most initial need, according to Maslow s
need hierarchy?
Safety & security needs
Self-esteem needs
Social needs
Food & shelter needs

organizations?
In an interpersonal conflict where a disputant has put so much time, money and
energy into the conflict that it seems wasteful to cancel, the impediment to resolution
is:
Jackpot syndrome
Lack of ripeness

163
All of the following are sources of reward power, EXCEPT:

Authority
Resources
Evaluation standards
Personality traits
All of the following are sources of expert power, EXCEPT:

Research
Investigation
Formal learning
Physical strength

Impressions formed about people that are based upon fitting the person into various
categories are a type of impression called:
Detail processing
Data processing
Systemic processing
164
If shopkeeper is arguing with a customer over the price of a product, what type of
style they are adopting to resolve this issue?
Dominating or competition style
Obliging or accommodating style
Compromising style
Avoiding style

Valuation
Resolution
Negotiation
Management

Disputed-self
Dependent-self
Independent-self
Interdependent-self
165
Dual processing
Group processing
Which type of mediation would be expected to be useful if the disputants took very
extreme positions based on erroneous information about the merits of their cases?
Mediation
The mediator s primary function is to promote effective negotiation in:

Simple mediation
In which type of mediation, mediator provides a range of suggested settlement

amounts?
Facilitative
Evaluative
Confidentiality may be waived in all of the following circumstances, EXCEPT:
166
Matter not confidential to begin with

At consent of participants
At discretion of mediator
Evidence of a crime of child abuse or neglect
Who is said to be neutral in non-binding arbitration?

Arbitrator
Corporate executive
Summary jury trial
Neutral evaluation

The two styles of mediation are:

Cooperative/Facilitative
Facilitative/Evaluative
Cooperative/Evaluative
167
Evaluative/Meditative

Pure mediation
The substance in negotiation refers to all of the following, EXCEPT:

Relationship
Agenda
Option
Issue
Which of the following dispute resolution method leaves the disputants with the
power to accept or reject a possible settlement?
Mediation
Litigation
Legislation
Arbitration
In which type of mediation, a mediator takes the time to ensure that he or she has no
Facilitative
Evaluative
168
Which one of the following is NOT a major reason for the regulation of mediation is
to protect the rights held by the participants in mediation?
Safety issues
Conflict with other rights
Dual processes mediation
Due process consideration
Litigation
Mediation
Arbitration
Collaboration

Binding arbitration
Arbitration process
Arbitration award
Arbitration clauses are commonly used in which of the following?

Arms length disputes
Employment contracts
Consumer dealings by organizations

169
Under which of the following situation the parties have limited rights to appeal?
Mediation
Arbitration
Conciliation
Negotiation
of money?
Fee
Quality
Morality
Competence

resolution?
170

Negotiation
Arbitration
Meditation
Adjudication

Stimulus
Reception
Perception
Interpretation
Not a conflict
171

Data-type conflict
Resource conflict
is termed as:
Teamwork effort
Position
Aspiration
Underlying interest

organizations?
172


conferring benefit?
Reward power
Normative power
Coercive power
Referent power
power?
Reward power
Normative power
Expert power
Ecological power
of the given power?
Coercive power
Expert power
Referent power
Normative power

173

Expanding the pie
Undercutting
Logrolling
Bridging
known as:
Reward power
Normative power
Coercive power
Referent power

Valuation
Resolution
Negotiation
Management
174

Data processing
Detail processing



175
Highly inefficient
Highly efficient
Highly effective
Highly ineffective
Disputed-self
Dependent-self
Independent-self
Interdependent-self
Dual processing
Group processing
Summary jury trial
Neutral evaluation

176

Pure mediation
Triage mediation

ongoing:
Conflict
Competition
Controversy
Relationship
mediation?
177

Revolutionary
Confidentiality
Neutrality
Adversary

Act?
1960
1990
1940
1945

178
Non-executory
Unexecuted
Executory
Executed

Arbitrator
Corporate executive
of money?
Fee
Quality
Morality
Competence

179


resolution?

Negotiation
Arbitration
Meditation
Adjudication
180

Stimulus
Reception
Perception
Interpretation
Not a conflict

Data-type conflict
Resource conflict
is termed as:
Teamwork effort
181
Position
Aspiration
Underlying interest

organizations?


conferring benefit?
Reward power
Normative power
Coercive power
182
Referent power
power?
Reward power
Normative power
Expert power
Ecological power
of the given power?
Coercive power
Expert power
Referent power
Normative power


183
Expanding the pie
Undercutting
Logrolling
Bridging
known as:
Reward power
Normative power
Coercive power
Referent power

Valuation
Resolution
Negotiation
Management

Data processing
Detail processing
184


Highly inefficient
Highly efficient
Highly effective
Highly ineffective
Disputed-self
Dependent-self
Independent-self
Interdependent-self
185
Dual processing
Group processing
Summary jury trial
Neutral evaluation

186

Pure mediation
Triage mediation

ongoing:
Conflict
Competition
Controversy
Relationship
mediation?

187
Revolutionary
Confidentiality
Neutrality
Adversary

Act?
1960
1990
1940
1945

Non-executory
Unexecuted
Executory
Executed

Arbitrator
Corporate executive
188
of money?
Fee
Quality
Morality
Competence


189
In stereotyping we draw inferences about a persons:

Over emphasis on a piece of information which may not be so important to

determine a certain event, is representing which of the following aspect of
stereotype?
Explaining away
Stereotype consistent perception
The mediators primary function is to narrow the gap between extreme disputants'
positions by providing evaluations of the merits of the dispute in:
Mediation
Which of the following is the most basic form of nonbinding evaluation consisting of
an
adjudication process and its outcome is not obligatory?
Summary jury trial
Neutral evaluation
Minitrial
190
In which of the following, entities are created by contract to resolve disputes as they
arise in the course of ongoing projects?
Summary jury trial
Neutral evaluation
The process of negotiation refers to all of the following, EXCEPT:

The communication between parties
The relationships among parties
The bone of contention
The styles parties adopt
Litigation
Mediation
Arbitration
Collaboration


191
Mass media
Court systems
Which of the following is/are the motivating factor/s for the individual during a
conflict?
Principles
Aspirations
Values
Which of the following power is the flip side of Coercive power?

Reward/exchange power
Normative power
Expert power
Referent power
The major problem with stereotyping is/are:

It is undignified to be stereotyped
The attributions one makes may be totally wrong
Stereotypes are usually based on limited knowledge
Who has no independent decision-making power?

Civil Judge
192
Mediator
Advocate
Councilor
Mediation is distinguished from other ADR processes in which of the following

way?
In mediation, the neutral party issues a decision
In mediation, the neutral party does not issue a decision
In mediation, the disputants do not retain the power to settle
In which type of mediation, mediator provides a range of suggested settlements?

Facilitative
Evaluative
How mediators deal with legal issues during the mediation process?
Through Privileged communications
Advice to seek guidance from legal expert
Do not face any legal issues during mediation
Use their own expertise of law
In which of the following nonbinding evaluation process representatives of the

disputants have the authority to settle the case?
Summary jury trial
Neutral evaluation
Minitrial
Dispute Review Board
193

by the
development of:
Court connected ADR
Online ADR
Med-Arb
In which of the following process the case is presented to an arbitrator who decides
but keeps the decision secret and then the disputants attempt to mediate a
settlement?
Med-Arb
Arb-Med
Incentive Arbitration
Ombuds
Conflicts can be prevented and minimized by addressing them at:

Provincial Level
Federal Level
Local community level
Central Level
All of the following are tactics used in evaluative mediation EXCEPT:

Conflict escalation
Instilling doubt
Case evaluation
194
Caucusing
All of the following are tactics used in integrating style of negotiation EXCEPT:
Expanding the pie
Undercutting
Logrolling
Bridging
Each individuals interpretation of reality is subjective because:

Individual interprets reality according to his/her beliefs
Individual interprets reality according to prescribed standards
Individual interprets reality to facts & figures
Individual interprets reality according to formulated laws
The state in which one individual actively believes that the other is likely to harm
him or her is termed as:
Competition
Mistrust
Trust
Cooperation
195
The group of people who frequently impede the smooth resolution of a conflict are
those who are not at the negotiation table but feel they should be is best defined as:
Disempowered disputants
Unpleasant disputants
Loss aversion
Which of the following is a strategy, not a tactic?

Dealing
Bargaining
Positioning
Negotiation
A style of negotiation where the participants have moderate level of concern for
both self and other is:
Accommodating
Compromising
Dominating
Avoiding
The ability of the power holder to remove something from a person or to punish
them for not conforming with a request is termed as;
Expert power
Referent power
Coercive power
Normative power
Which of the following best illustrates BATNA?
196
It forbids parties to accept a deal better than the BATNA

It is unable to protect disputant from making irrational choices
It prevents to create undue pressure for settlement
Personal power and environmental power are relevant in which stage of BATNA
assessment?
Fine-tunes the alternatives
Conduct an interest analysis
Assess each alternative realistically
The power gained by being on the "right side" of a moral issue is called:
Expert power
Referent power
Coercive power
Normative power
known as:
Reward power
Normative power
Coercive power
Referent power
The first step to assess one's best alternative to a negotiated agreement (BATNA) is:
197
Assessing the alternatives
Fine tuning the alternatives
Choosing the best alternative
Conducting an interest analysis

Simple mediation
Which of the following is most relevant to the Mediation?

The process where parties lose the power to resolution
The process that allows for substantive input from third party
The process where usually no common grounds are found for resolution
The process where mediators are not allowed to access information
In which sort of mediation, due process problems are most likely to occur?
Triage mediation
Pure mediation
If one or both disputants are unsure about their BATNAs, what effect can it make
on the
usefulness of facilitative mediation?
198
Which of the following is NOT an advantage of bargaining-based mediation?

Saves the precious time
Feels familiar to legal advocates
Psychological ownership may be low
Good for situations with highly complex legal issues
I want to save time and money. Taking into consideration the advantages and
disadvantages of different types of dispute resolution methods, which of the
Mediation
Legislation
Litigation
Adjudication
Negotiation involves three basic elements, EXCEPT:

Substance
Process
Attitude
Behavior
In which type of mediation, mediator validates emotions of disputants, then

redirects disputants' attention back to the substantive issue?
Evaluative
Facilitative
199
All of the following are the characteristics of mediation, EXCEPT:

Participation of mediator
Impartiality and neutrality
Court involvement
A collision between vehicles that results in minor damage is known as:

War
Legal dispute
Social conflict
The application of alternative proposals for change/innovation largely fails because

People try to use old tools to address alternative proposals
Which of the following type of power carries the greatest potential for immediate
influence
particularly when the threat of harm is severe?
Referent power
Expert power
Normative power
Coercive power
200
HR Manager of Nestle Pakistan has recommended increment in the salary of his
subordinate due to his performance during the annual performance appraisal. This
is the example of what type of power?
Referent power
Coercive power
Normative power
Reward power
BATNA (Best Alternative to a Negotiated Agreement) is difficult to conduct in;

Groups
Individuals
Organization
The mental processes which are used unconsciously to reinforce stereotypes include
all of the following EXCEPT:
Ignoring
Explaining away
Over interpretation
Inconsistent perception
The violation of a court order resulting from litigation is contempt, while the
violation of a mediated settlement is:
Fines
Imprisonment
Breach of contract suit
Disapproval
Self-determination requires that the mediation process rely upon the ability of the
parties to reach:
201
Coerced agreement
Intimidated agreement
Un coerced agreement
None of the given option

by the
development of:
Court connected ADR
Online ADR
Med-Arb
Mr.Omer has serious differences with his friend on the political issues of the
country. When they both have a debate on this issue, a serious conflict has arisen
which affects badly on their relationship and then MR.Omer has decided to not
discuss the political issues with his friend. He has adopted which of the following
strategy for minimizing the conflict?
Prevention
Avoidance
Provention
Styles of negotiation where the participants have high level of concern for others
and low level for own self, is considered as:
Accommodating style
Compromising style
Dominating style
Cooperative style
202
Usually we use category based information because systematic information
gathering is:
Unreliable
Not available
Slow
Accurate
In mediation:
There may not be a settlement since the disputants

Ben Okri
Walt Kelly
Mao Zedong
Stuart Hampshire
A mans greatest battles are the ones he fights within himself, is quoted by the:
Ben Okri
Walt Kelly
Stuart Hampshire
Anger can be an effective negotiating tool, is quoted by:

Paul Getty
Adam Smith
203
John Dryden
Mark McCormack
BATNA:
Causes undue pressure into settlement
Is usually unable to give the disputant a clear picture
Protects disputant and his or her team from making
Forbids team to accept a deal better than the BATNA

more likely to try to encourage her clients to promote empowerment and
recognition of each disputant?
Sara
Warda
Afifa
Faria
Which of the following is a type of assisted negotiation that uses a third party to
help disputants negotiate their
settlement?
Advocacy
Mediation
Provocation
Aggravation

One-tailed arrows
Straight lines
204
Circles

One-tailed arrows
Straight lines
Circles

Dual processing
Group processing
Which of the following is often unconscious to be given good performance in every

situation?
Reinforcement
Determination
Confidence
Motivation
In mediation, which of the following statement is correct?

There may not be a settlement since the disputants
205
Of the two types of mediation, ________ would be more likely to encourage
Mediation

Joint-disputant
Social disputant
Institution or society
stereotype.
Agree
Ignore
Challenge
Explain aw ay

as a
defense to a cause of action is known as:
War
Collision
Legal dispute
Fender-Bender
206
fair?
Substantive
Procedural
Distributive
Distributive

two parties?
Dispute
Collision
Conciliation
Adjudication
Which of the following power has ability to disempower to the others?

Expert pow er
Referent pow er
Coercive pow er
Normative pow er

Exacerbation
Competition
207
Cooperation
Escalation
Adjudication is the way of resolving controversies through the action of:

Court of law
Third party
Individual
None of the given option
by the partner?
Disappointment
Anger
Pride
Guilt
A conflict revolving around two people perceiving the same event like "an accident"
differently is known as __________.
Resource conflict
Data-type conflict
Preferences & nuisances conflict

People try to use old tools to address alternative blue
208
Not a conflict
stereotype?
Agree
Ignore
Challenge
Explain away
Which of the following is the least intrusive of third-party processes?

Arbitration
Negotiation
Conciliation
Adjudication
People use systemic processing, try to understand others only if:

They have time to devote to the task
They have resources to devote to the task
They are highly motivated to understand accurately

as a defense to a cause of action is known as:
209
War
Collision
Legal dispute
Fender-Bender
One of the four basic tenets of Morton Deutsch's Theory of constructive or

destructive conduct is that conflict is either cooperative or:
Individualistic
Constructive
Competitive
Destructive
__________ the sources of conflict can greatly help improve the chances of resolving the
conflict.
Organizing
Understanding
Understanding & conceptually organizing

mediation.
To promote empowerment and recognition of each disputant is the goal of which

type of mediation?
Triage mediation
210
Pure mediation
One standing in the shoes of a disputant during an interpersonal conflict, acting for
the disputant is called:
Agent
Principal
Advocate
Stakeholder
In mediation:
There is always a settlement
Settlements reached in mediation are enforceable co
An ounce of mediation is worth a pound of arbitration and a ton of litigation, is

quoted by:
Belly Shield
Stuart Hampshire
Joseph Grynbaum
Sandra Day OConnor

two parties?
Dispute
Collision
211
Conciliation
Adjudication
Interpersonal conflict tends to be __________.

Self-conscious
Self-committed
Self-fulfilling
The Meta-disputes generally are based on:

Anger
Bad feelings
Revengeful attitude
Misunderstandings
The diagram which is designed to show the relationships among the various aspects
of the participants interest is known as a/an:
Family tree
Interest tree
Diagrammatic
Interest picture
Adjudication is the way of resolving controversies through the action of:

Court of law
Third party
Individual
212
Usually we use category based information because systematic information

gathering is
Unreliable
Not available
Slow
Accurate
Abraham Mazlow believed that the most basic needs are:

Safety needs
Security needs
Physiological needs
Psychological needs
The every new information should be included in Sociogram when ever it receives
because:
It may be most important information
It may help to resolve the conflict
It may be the cause of conflict
The tactic of giving the other disputant something of value which is unrelated to the
dispute in return for something of value is known as:
Nonspecific compensation
Cutting costs
Logrolling
213
Bridging
Which of the following is a consequence of person prospective under the

interpersonal conflict?
Moral
Systemic
Socialistic
Commercial
Focusing only on resource aspects of a conflict leads to:

Zero-sum thinking
Zero-sum thinking & competitive approach to resolution
fair?
Substantive
Procedural
Distributive
Distributive
Who are engaged in positional bargaining tends to focus their attention only on the
issue represented by the position?
Agents
Friends
Principals
Disputants
214
Which of the following can be happened in revengeful culture?

It is difficult to resolve conflict through ADR
Vengefulness is a simple issue to resolve conflict
Rigidity of values and fixity of mind are rare
Self worth is not important for people
( Marks: 3 )
Create a situation in which a person is using Coercive power.
( Marks: 3 )
There are some factors that distinguish one mediation style to another. Discuss these
factors.
( Marks: 3 )
In how many ways dispute resolution can be conducted online?
( Marks: 5 )
Describe a situation in which 'Avoidance' could be the best possible solution.
( Marks: 5 )
Match the following primary mediation goals with the type of mediation by placing the
appropriate
type against its particular goal.
Therapeutic
Transformative
Pure
Triage
Bargaining-based
To facilitating empowerment and recognition
To get an agreement quickly and cheaply
To get a fair agreement
To help the disputants negotiate effectively
To get agreements to improve disputants relationship
( Marks: 5 )
List down at least Five main steps of Arbitration process.
( Marks: 10 )
Elaborate some of the varieties of Mediation.
( Marks: 10 )
215
Panchayat or Jirga is a traditional system used in different parts of Pakistan for conflict
resolution
at the local community level. There are some problems in this old and conventional
system to be
useful according to the modern needs of the society. Which modern features should be
added in
this traditional system for making it more effective and efficient in this modern era?
( Marks: 3 )
Why most of the People indulge in Stereotyping inspite of in-depth investigation?
( Marks: 3 )
In which situation, mediation is recommended the most?
( Marks: 3 )
What factors should be considered before conducting the process of arbitration?
( Marks: 5 )
If the extreme enemies want to adopt the means other than litigation to resolve their issue,
which
method would be the most effective for them?
( Marks: 5 )
( Marks: 5 )
What steps should be followed after the arbitration process for making it successful?
( Marks: 10 )
What are the main differences between Facilitative and Evaluative mediation?
( Marks: 10 )
Write down at least TEN reasons of uniquen
( Marks: 3 )
Why most of the People indulge in Stereotyping inspite of in-depth investigation?
( Marks: 3 )
In which situation, mediation is recommended the most?
( Marks: 3 )
What factors should be considered before conducting the process of arbitration? (Pg128)
( Marks: 5 )
If the extreme enemies want to adopt the means other than litigation to resolve their
issue, which method would be the most effective for them?
( Marks: 5 )
( Marks: 5 )
216
What steps should be followed after the arbitration process for making it successful?
(Pg-128)
( Marks: 10 )
What are the main differences between Facilitative and Evaluative mediation? (Pg-105)
( Marks: 10 )
Write down at least TEN reasons of uniqueness of the mediation. (Pg-7)
( Marks: 3 )
Why 'Dual Concern Model' of negotiation can not be considered as the perfect solution of
conflict?
( Marks: 3 )
A major reason of regulating the mediation is to protect the rights held by the participants
in mediation and others affected by the process ; discuss three points for protecting other
s rights in mediation.
( Marks: 3 )
Define the concept of Collaborative Law.
( Marks: 5 )
A prospective employer selects a female for the new position because he believes it
likely that she will accept a lower offer than an equally qualified male. This example
is of which type of diversity issue in interpersonal conflict and also justify it.
( Marks: 5 )
List down the disadvantages of ADR conducted Online.
( Marks: 10 )
Discuss why is it good to adopt BATNA (Best Alternative to a Negotiated
Agreement)?
( Marks: 10 )
Elaborate at least Five contents of the 'Arbitration Act'.
( Marks: 3 )
Why 'Dual Concern Model' of negotiation can not be considered as the
Perfect solution of conflict?
( Marks: 3 )
A major reason of regulating the mediation is to protect the rights held by
The participants in mediation and others affected by the process ; discuss three
points for protecting other s rights in mediation.
( Marks: 3 )
217
( Marks: 5 )
A prospective employer selects a female for the new position because he
believes it likely that she will accept a lower offer than an equally qualified male. This
example is of which type of diversity issue in interpersonal conflict and also justify it.
( Marks: 5 )
( Marks: 10 )
Agreement)?
( Marks: 10 )
( Marks: 3 )
Define the concept of Cognitive Load?
( Marks: 3 )
Write down any six dimensions of ethics in mediation.
( Marks: 3 )
Which factors are evaluated while assessing each alternative listed in BATNA
analysis?
( Marks: 5 )
Conflict management can rightly be said an art. Discuss.
( Marks: 10 )
Discuss "Pure Mediation" in detail with its merits and demerits.
( Marks: 3 )
Why 'Dual Concern Model' of negotiation can not be considered as the perfect
solution of conflict?
( Marks: 3 )
A major reason of regulating the mediation is to protect the rights held by the
participants in mediation and others affected by the process ; discuss three points
for protecting other s rights in mediation.
( Marks: 3 )
( Marks: 5 )
218
( Marks: 5 )
( Marks: 10 )
Agreement)?
( Marks: 10 )
is not necessary . Do you agree? Discuss.
( Marks: 3 )
Why 'Dual Concern Model' of negotiation can not be considered as the perfect
solution of conflict?
( Marks: 3 )
A major reason of regulating the mediation is to protect the rights held by the
participants in mediation and others affected by the process ; discuss three points
for protecting other s rights in mediation.
( Marks: 3 )
( Marks: 5 )
( Marks: 5 )
( Marks: 10 )
Agreement)?
( Marks: 10 )
is not necessary . Do you agree? Discuss.
( Marks: 3 )
Define the concept of Cognitive Load?
( Marks: 3 )
Write down any six dimensions of ethics in mediation.
( Marks: 3 )
( Marks: 5 )
Which factors are evaluated while assessing each alternative listed in BATNA
219
analysis?
( Marks: 5 )
Conflict management can rightly be said an art. Discuss.
( Marks: 10 )
Discuss "Pure Mediation" in detail with its merits and demerits.
( Marks: 10 )
Conflict diagnosis is mentally challenging and time consuming. That is why most
lawyers would say that conflict diagnosis is not necessary . Do you agree? Discuss.

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HRM624 Conflict Management

-2Question No: 4 ( Marks: 1 ) http://www.vustudents.net - Please choose one

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-3Calculus based Trust at a glance

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-61. Disempowers computer-illiterate; people who write poorly

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-7 To make the process adversarial

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-8 People are multicultural

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- Please choose one

-9All of the following is allowed at the forum of mediation EXCEPT:

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- 10 Here are some of the disadvantages of the ADR conducted online.

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- 14 The disputants of a particular conflict

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Enables the negotiator to craft appealing proposals

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- Please choose one

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Seven Steps of Conflict Diagnosis

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25. is potentially cheaper and faster than____.

is potentially cheaper and faster than____.