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chapter4test

Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question.
 

 1. 
Going to court instead of using mediation or negotiation can sometimes make this type of case worse.
a.
murder
c.
shoplifting
b.
divorce
d.
robbery
 

 2. 
The least formal conflict resolution strategy is
a.
mediation.
c.
negotiation.
b.
court action.
d.
arbitration.
 

 3. 
Settlement generally resolves
a.
civil cases that have been filed in court.
c.
mediation sessions.
b.
criminal prosecutions.
d.
informal talks.
 

 4. 
Establishing a sincere interest in settling the conflict and clearly identifying the source of the conflict is part of
a.
preparation for negotiation.
c.
post-negotiation.
b.
negotiation.
d.
none of the above
 

 5. 
Ombudspersons
a.
listen to union and management conflicts and issue a decision.
b.
hear the husband and wife in a divorce list their preferences about child custody and help them to work out a solution.
c.
investigate complaints and help parties reach agreements.
d.
help landlords and tenants reach agreements over rental disputes.
 

Completion
Complete each sentence or statement.
 
 
Complete each of the following statements with the appropriate choice below.  Some choices are not used.
arbitration
negotiation
conflict
ombudsperson
court action
post-negotiation phase
mediation
settlement
 

 6. 
The ____________________ involves deciding what to tell others about how a problem was handled and what to do if the agreement does not seem to be working.
 

 

 7. 
____________________ is a natural part of everyday life that can be productive.
 

 

 8. 
____________________ can be time-consuming and expensive and can even make some problems—such as child custody disputes—worse.
 

 

 9. 
____________________ involves each side listening carefully, understanding what is being said, asking questions to clarify and gain more information, and listing many solutions.
 

 

 10. 
____________________ takes place when a third person helps the disputing parties talk about their problem and settle their differences.
 

 
 
Decide to which part of the negotiation process each of the following steps refers by writing Preparation, Negotiation, or Post-negotiation in the space provided.
 

 11. 
Together both parties identify the real issue. ____________________
 

 

 12. 
Use examples to illustrate potential solutions ____________________
 

 

 13. 
Decide what happens if agreement is broken ____________________
 

 

 14. 
Write down agreement ____________________
 

 

 15. 
Separate the demands (positions) from what the parties really want (interests) ____________________
 

 

 16. 
Make final decisions about what to tell others ____________________
 

 

 17. 
Identify two workable solutions ____________________
 

 

 18. 
Listen carefully, understand what is being said, ask questions to clarify and gain information ____________________
 

 

 19. 
Create list of many solutions ____________________
 

 

 20. 
Select two or three realistic solutions ____________________
 

 

 21. 
Individually, each side thinks about the real issue that is causing the problem ____________________
 

 

 22. 
Repeat main points of agreement ____________________
 

 

 23. 
Consider the issue from the perspective of the other party ____________________
 

 

 24. 
Sort out feelings about the problem so each side can see how the interests of each side differ ____________________
 

 

 25. 
Come to the discussion with a sincere interest in settling the problem ____________________
 

 

 26. 
Express willingness to discuss again if the problem is not solved ____________________
 

 

Matching
 
 
Match each item with the correct statement below. Some items will not be used.
a.
arbitration
e.
informal talk
b.
binding
f.
mediation
c.
conflict
g.
ombudsperson
d.
court action
h.
settlement
 

 27. 
Type of resolution that cannot be further challenged
 

 28. 
Initial discussions between people in conflict without the presence of third parties
 

 29. 
Formal process using judge and juries to resolve conflicts
 

 30. 
Process less formal than a trial in which a third party listens to both sides and decides the outcome of the dispute
 

 31. 
Process in which a third party listens to both sides and helps them decide the outcome of the dispute for themselves
 
 
Match each item with the correct statement below.
a.
informal talk
d.
arbitration
b.
negotiation
e.
court action
c.
mediation
 

 32. 
Two neighbors have a dispute about the noise and dirt coming from one neighbor’s construction of a new addition to the home. They have talked about it a few times, but the conflict has not been resolved. How should this dispute be resolved?
 

 33. 
A manufacturer of a children’s toy refuses to answer questions from families with children who have been injured by the toy. How should this dispute be resolved?
 

 34. 
Kelli agreed to wait in line and buy two tickets—one for herself and one for her friend Tanya—to go to a concert that is being held on Friday. After Kelli uses her own money to buy both tickets, Tanya gets sick and can’t go to the concert. Kelli still wants Tanya to pay for her ticket since Kelli can’t get a refund or find another buyer. Tanya doesn’t want to pay since she can’t go to the concert. How should this dispute be resolved?
 

 35. 
Ibrahim traded his headphones for his friend Stanley’s headphones. Later he wanted to get his headphones back because he didn’t think he got a good deal. How should this dispute be resolved?
 

 36. 
A union refuses to ratify a new contract because the employer wants the members to pay for their own health insurance premiums. How should this dispute be resolved?
 

Short Answer
 

 37. 
Put the following steps in a typical mediation in the correct order.

Revising and discussing solutions
Reaching an agreement
Telling the story
Identifying positions and interests
Introduction
Identifying alternative solutions
 



 
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