Today's organizations are increasingly diverse in terms of age, gender and race. So, not surprisingly, employees differ on the importance they place on general values such as responsibility, equality and ambition. They also differ on job­related values such as the importance of family over work or freedom against authority. These differences often surface in work­related interactions and create significant interpersonal conflicts.

　　The above doesn't mean that communication can't be a source of conflicts. It can. Differing word connotations, insufficient exchange of information, poor listening skills, and the like, create conflicts. But the belief that “we can deal with our differences if we just communicate more” is not necessarily true. The evidence actually shows that the potential for conflicts increases when there is too much communication as well as when there's too little.

　　So when you're trying to manage conflicts, take a thoughtful look at their source. It's more likely that the conflict is coming from work­related requirements, personality differences, or dissimilar values; it is from poor communication. And that might influence the actions you take to resolve the conflict.

　　16．From Para.2, we know that in an organization, ________．

　　A．job descriptions can effectively improve cooperation

　　B．different goals of branches may cause disagreements

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