Conflict Management and Negotiation Strategies, Exams of Business Economics

Download Conflict Management and Negotiation Strategies and more Exams Business Economics in PDF only on Docsity! COM 312 Exam 33 Questions with Verified Answers Different types of stress - CORRECT ANSWER -Hypostress- stress about not having anything to do -Hyperstress- stress about too many different things, can not handle it -Eustress- positive type of stress that is motivating -Distress- complete loss of control of the situation and can not figure out the source of the stress Anger - CORRECT ANSWER -Strong feeling of displeasure, means of trying to get something done by forcing a chance in a target's behavior -Used to cover up emotions that feel more vulnerable to us -Secondary emotion -Can be used constructively with righteous emotion (angry that people are being treated badly is an example) -Known as the "alarm clock" emotion 3 common ways people manage anger - CORRECT ANSWER -Anger-in: tend to be avoiders and accommodaters and do not show anger -Anger-out: expressed anger to others; vocal and/or physical -Anger-controllers: You controlling anger and how you express it and not letting the anger control how you express yourself Responding to other's anger - CORRECT ANSWER -Stay calm, listening, diffuse anger -try and acknowledge source of anger -sometimes, best way to handle situation is to remove yourself from the situation Relational Transgressions - CORRECT ANSWER Problematic situations in which core rules of relationship are violated and they leave emotional residues Core relational rules - CORRECT ANSWER Expectations for the ways that we should behave in a given relationship Forgiveness - CORRECT ANSWER cognitive (mental process) process that consists of letting of of feelings of revenge, and desire to retaliate Reconciliation - CORRECT ANSWER Behavioral (physical behaviors) process in which we take actions to restore a relationship to create a new one following forgiveness -forgiveness happens before reconciliation 5 steps to forgiveness - CORRECT ANSWER 1. Account and the apology 2. Acceptance of an account and apology or accept that it's not going to happen 3. Forgiveness may or may not be communicated 4. Transforming the relation if desired 5. Actions confirm the forgiveness and reconciliation Tangible conflict issues - CORRECT ANSWER -physical things in a conflict that often have to do with scarce resources -often think you can get all or none BATNA - CORRECT ANSWER -Best alternative to negotiation agreement -back up plan, realistic and specific goals Cooperative negotiation - CORRECT ANSWER Works best when parties trust each other and believe everything can be satisfied