THE CONFLICT SURVIVAL KIT

INSTRUCTOR

MANUAL with TEST ITEM FILE

THE CONFLICT SURVIVAL KIT

Tools for Resolving Conflict at Work Second Edition Daniel B. Griffith Cliff Goodwin 1 / 4

Chapter 1: The Nature of Conflict

ANSWERS TO TRUE/FALSE QUESTIONS FROM THE TEXT

1.T 2.F 3.T 4.F 5.F

ANSWERS TO MULTIPLE CHOICE QUESTIONS FROM THE TEXT

1.d 2.a 3.h 4.c 5.c

SUGGESTED ANSWERS TO DISCUSSION QUESTIONS FROM THE TEXT

1.As students discuss their experiences with handling conflict, it is likely that many of the conflicts for which they did not experience positive outcomes were due to postures they and/or the other party took that were not collaborative. It is further likely that they did not focus on satisfying mutual interests but instead took positional or “fixed pie” approaches to addressing the conflict.

2.Students should explore the strengths and shortcomings of both the positional and interest-based approaches to negotiation. Some examples where positional negotiation may be preferable (though not necessarily appropriate) are negotiating for the best price with a party with whom you are not close and will not likely interact again, such as a car salesperson or a real estate agent; situations where competitive negotiation is expected, such as long-arm negotiations between lawyers or business associates; and situations where a party possesses superior power or authority, such as a supervisor in conflict with an uncooperative employee, or a morally superior cause, such as a civil rights advocate in the face of a clear injustice. The point of the discussion is not to rule out positional negotiation as a bargaining option, but rather to reinforce the advantages of interest-based negotiation, especially where collaboration is needed.

3.Some examples include community mediation and conflict-resolution centers that assist neighborhoods and communities work through disputes; mediation alternatives to employee grievance and progressive discipline processes; court-mandated mediation to settle litigated disputes; and peer-to-peer counseling, mediation, and dispute-resolution processes in schools. 2 / 4

SUGGESTIONS FOR THE CASE FROM THE TEXT

Case: Confrontation v. Cooperation

Starting tips: Give students time to read the scenario on their own. Allow time for students to discuss the case questions as a group, ensuring that all students have the chance to share their insights.

Desired outcomes: Students should gain a perspective that identifying and utilizing a particular approach to addressing conflict is not always easy. In this case, some elements support taking a more positional approach. In particular, Joe must insist that the return policy be respected, and no negotiation on this point may be possible. On the other hand, Joe is pressed to find a way to work with Maria regarding this situation so that he does not loose a valued customer. This is particularly so because of the poor treatment she received from Tina. Therefore, Joe must find a third approach that is neither entirely positional nor entirely interest-based. In the discussion, encourage students to come up with creative ways to retain Maria as a customer while insisting on the policy.

Suggested summary: Make the point that the choice between the positional and interest- based approaches is seldom cut and dried.

TEST QUESTIONS

True or False questions (each worth 1 or 2 points)

__F__ 1. Of the five ways that we typically respond to conflict, compromise is the most constructive way.

__F__ 2. If you read a book entitled How to Play the Negotiation Game and Win Every Time!, you are more likely to learn about interest-based negotiation than positional negotiation.

__T__ 3. We often perceive that conflict is bad and, therefore, avoid addressing it.

__F__ 4. When two parties are interdependent and have compatible needs, conflict is likely to develop.

__T__ 5. A car salesperson who asks a customer about the kind of car she wants, payment and financing options, color, and other preferences is engaging in an interest-based discussion.

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Multiple Choice (worth 2 or 3 points each)

__c__ 1. The five ways that we typically respond to conflict are:

• Compromise, avoid, acquiesce, collaborate, compete
• Compete, compare, compromise, avoid, alternate
• Avoid, collaborate, accommodate, compete, compromise
• Compromise, avoid, accelerate, accommodate, compare

__d__ 2. At its heart, conflict involves the following three elements:

• Dependent parties, incompatible interests, and competition
• Perception of conflict, independent parties, and incompatible interests
• Two or more parties, competition, and perception of mutual interests
• Incompatible interests, competition, and interdependent parties

__b__ 3. A positional approach to addressing conflict is best illustrated by:

• A husband and wife discussing who will do the dishes tonight
• One neighbor threatening to sue another neighbor about the location of the

property line

• Two employees exploring the best way to accomplish a task
• Two lawyers negotiating a sales contract that will maximize the benefits

for the parties they represent

Short Answer essay questions (each worth up to 10 points)

• State and describe the three elements necessary for a conflict to exist between two or

more parties.

Answer:

• Interdependent parties: Each party needs something that only the other party can

satisfy. If one party does not need anything from another party, there is no reason to be in conflict with him or her.

• Incompatible interests: The parties’ wants, needs, values, and goals that represent

the source of the disagreement between them. Each party perceives that his or her interests are incompatible with the other party’s. Without this perception, the parties would have nothing about which to be in conflict.

• Competition: Each party believes that his or her interests can only be met to the

exclusion of the other party’s interests. This is often referred to as a “fixed pie,” meaning essentially “more for me means less for you.”

• Describe the role that perception plays in conflict and how parties can overcome

perception problems.

Answer:

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