IIA IIA Certifications IIA-CIA-PART4 Questions & Answers

• Question 71:

  Which of the following statements regarding approaches to conflict resolution is true?

  A. Forcing is a style of managing conflict where the relationship is given more importance than individual goals, and goals are conceded in order to preserve relationships.

  B. Withdrawing is a style of managing conflict where personal goals and relationships are relinquished. It is regarded as a temporary solution because the problem and conflict reoccur.

  C. Smoothing occurs when goals are highly important while the relationship is of minor importance. Goals are achieved at any cost.

  D. Compromising is a style that highly values goals and relationships. Conflicts are viewed asproblems to be solved, and negotiators seek a solution that both achieves goals and improves relationships.

  Correct Answer: B

  The withdrawing or avoiding style ignores the issues and the people involved in the conflict. Thus, avoidance is nonaction. It withdraws from and suppresses the conflict but does not solve the underlying problem.

• Question 72:

  Conflict arising as a result of a sales manager making delivery promises to customers that are incompatible with the low inventory levels maintained by the production manager is an example of which of the following types of interpersonal conflict?

  A. Personal differences.

  B. Information deficiency.

  C. Role incompatibility.

  D. Environmental stress.

  Correct Answer: C

  The sales manager has made promises that the production manager cannot keep. Their interpersonal conflict arises from a common type of role incompatibility. The sales manager'srole is to maximize sales, but the production manager's role is, in part, to achieve production efficiencies, for example, by maintaining low inventories. Thus, individual and Intergroupconflict has occurred because the functional responsibilities of the managers are interdependent in an interfunctional organization.

• Question 73:

  A manager resolves a conflict between two employees by recommending that concessions to be made by both employees. The two employees agree to the concessions and the conflict is resolved. Both employees gain and lose. Which of the following describes the way the manager addressed the conflict?

  A. Forcing.

  B. Smoothing.

  C. Compromise.

  D. Problem solving.

  Correct Answer: C

  Compromise entails negotiation by the parties in conflict. The conflict is resolved through aprocess by which each side makes concessions. Thus, the parties both gain and lose. Because both employees made concessions, the conflict was resolved through compromise.

• Question 74:

  Intentional stimulation of conflict can be triggered by:

  I. Making changes to the organizational structure

  II. Hiring new employees with different values, attitudes, and backgrounds

  III.

  Assigning an employee the role of devil's advocate to oppose the majority views

  A.

  I only.

  B.

  I, II, and Ill.

  C.

  I and Ill only.

  D.

  II only.

  Correct Answer: B

  Intentional stimulation of conflict is triggered by making changes in the organizational structure, hiring new employees with different values, attitudes, backgrounds, and assigning an employee to be devil's advocate to oppose the majority views of the group.

• Question 75:

  Which of the following are conflict triggers?

  A. Deadlines.

  B. Policies, procedures, rules, or other standards viewed by employees as unfair.

  C. Not meeting expectations.

  D. All of the answers are correct.

  Correct Answer: D

  Deadlines are conflict triggers because time pressures may induce better performance (constructive) or anger and frustration (destructive). Polices, procedures, rules, or other standards viewed by employees as unfair are conflict triggers and should be changed to avoid competitive conflict if very unpopular. Not meeting expectations is a conflict trigger, but the problem can be avoided through clarifying in advance the expectations employees have about their jobs.

• Question 76:

  Which of the following conflict resolution techniques has the goal of maintaining harmonious relationships by placing another's needs and concerns first?

  A. Accommodation.

  B. Compromise.

  C. Collaboration.

  D. Avoidance.

  Correct Answer: A

  The goal of accommodation is maintaining harmonious relationships by placing an emphasis on another's needs and concerns.

• Question 77:

  Time consumption is a disadvantage when managers address conflict by:

  A. Smoothing.

  B. Forcing.

  C. Problem-solving.

  D. None of the answers are correct

  Correct Answer: C

  Problem-solving is a way managers address conflicts, but it requires a large amount of time to resolve.

• Question 78:

  Which of the following conflict triggers is best resolved by reorganization?

  A. Scarcity of people, funds, or other resources.

  B. Badly defined job descriptions.

  C. Failure of communication.

  D. Deadlines.

  Correct Answer: B

  If badly designed job descriptions occur, then the best resolution is reorganization.

• Question 79:

  Conflict maybe:

  I. Cooperative

  II.

  Competitive

  A.

  I only.

  B.

  II only.

  C.

  Both l and ll.

  D.

  Neither I nor II

  Correct Answer: C

  Conflict may be either cooperative or competitive. Cooperative conflict is constructive and competitive conflict is destructive.

• Question 80:

  Auditor 1 and Auditor 2 are working on similar projects. After looking at Auditor 2's work, Auditor 1 informs Auditor 2 that Auditor 2's project contains many errors and is not acceptable. Auditor 1 discusses with Auditor 2 ways to improve to prevent the errors from happening again. Auditor 2 acknowledges the mistakes and vows to work harder. Auditor 2 listens to Auditor's 1 suggestions, corrects the errors on the current project, and returns a highquality project. This is an example of:

  A. Cooperative conflict.

  B. Competitive conflict.

  C. Destructive conflict.

  D. None of the answers are correct.

  Correct Answer: A

  Auditor 1's conflict with Auditor 2 is productive because dialogue between the two workers is productive. The workers share the same goals for a high-quality project.