Which of the following is heavily involved in helping to establish or enhance communication and dispute resolution skills that the parties can then apply to the immediate dispute and future communication?

Which of the following is heavily involved in helping to establish or enhance communication and dispute resolution skills that the parties can then apply to the immediate dispute and future communication?

A) Process consultants
B) Arbitrators
C) ADR systems
D) Mediators
E) All of the above


Answer: e

Preventive ADR systems

Preventive ADR systems

A) are mechanisms for the parties to resolve their own disputes without the help of any third party.
B) are systems that companies establish to prevent disputes.
C) provide a third party neutral who assists the parties in negotiating a resolution.
D) use the technical expertise of a third party to determine the facts in a specific situation and how the facts should be interpreted in the case.
E) None of the above describes preventive ADR systems.


Answer: b

In providing impetus, the manager

In providing impetus, the manager

A) invents a solution that he or she thinks will meet both parties' needs, and usually enforces that solution on both parties.
B) passively listens to what each side chooses to tell him or her, and then makes a decision (tells the parties how to solve the conflict) based exclusively on the presentations.
C) tries to make a quick diagnosis of what the conflict is about and then tells the parties that if they don't find a solution, he or she will impose one on them.
D) combines arbitration and mediation to arrive at a solution acceptable to all parties.
E) None of the above describes providing impetus.


Answer: c

In inquisitorial intervention

In inquisitorial intervention

A) a manager exerts high control over both the process and the decision.
B) a manager exerts high control over the decision, but not the process.
C) a manager exerts low control over the decision, but high control over the process.
D) a manager does not exert control over the decision, and only a small amount of control over the process.
E) None of the above describes inquisitorial intervention.


Answer: a

Which of the following is not a major part of the process consultant's agenda?

Which of the following is not a major part of the process consultant's agenda?

A) changing the climate for conflict management
B) promoting constructive dialogue around differences of opinion
C) creating the capacity for other people to act as their own third parties
D) determining the final resolution of the conflict
E) All of the above are major parts of the process consultant's agenda.


Answer: d

According to Zubek, Pruitt, Pierce, McGillicuddy and Syna, mediator behaviors positively related to successful mediation include:

According to Zubek, Pruitt, Pierce, McGillicuddy and Syna, mediator behaviors positively related to successful mediation include:

A) demonstrating empathy.
B) providing reassurance.
C) displaying expertise.
D) keeping order.
E) Effective mediation behaviors include all of the above.


Answer: a

Relating to "the issues" in aspects of mediation, effectiveness entails

Relating to "the issues" in aspects of mediation, effectiveness entails

A) saving face when making concessions.
B) resolving internal disagreements.
C) uncovering the underlying interests and concerns.
D) dealing with constituents.
E) Mediation effectiveness relating to the issues entails all of the above.


Answer: c