Exam 15: Resolving Conflicts in the Workplace

Some large companies have instituted mandatory complaint-resolution procedures whose final step is private arbitration. One of the primary objectives of such a procedure is to:

(Multiple Choice)

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Question 21

It is unusual for an aggrieved employee to present a grievance to a supervisor without the presence of:

(Multiple Choice)

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Question 22

Opinions are just as important as facts when a supervisor attempts to solve a complaint or grievance.

(True/False)

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Question 23

Most conflict at the departmental level involves settling employee complaints and grievances.

(True/False)

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Question 24

Functional conflict is healthy for the organization and helps improve performance.

(True/False)

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Question 25

When a mediator is used in an alternative dispute resolution procedure, the mediator facilitates communication but has no direct authority to decide the outcome.

(True/False)

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Question 26

An accommodating conflict resolution style can be characterized as "you win, I lose".

(True/False)

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Question 27

If alternative dispute resolution is to succeed, companies must train supervisors to respond positively to employee requests, concerns, and complaints.

(True/False)

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Question 28

What are supervisory guidelines for resolving complaints and grievances?

(Essay)

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Question 29

The withdraw/avoid style of conflict resolution may be appropriate when the problem is perceived to be minor and the costs of solving the problem are greater than the benefits derived.

(True/False)

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Question 30

Supervisors should be reluctant to solve a compalint or grievance at the first step of the grievance process.

(True/False)

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Question 31

It is unusual for an aggrieved union employee to present a grievance to the supervisor without the shop steward present.

(True/False)

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Question 32

Distinguish between substantive and personalized conflict.

(Essay)

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Question 33

In the last step in a grievance procedure, a final and binding decision is provided by:

(Multiple Choice)

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Question 34

Which of the following statements about employee complaints in nonunionized firms is NOT true?

(Multiple Choice)

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Question 35

Seeking assistance from human resources staff or higher level managers is considered:

(Multiple Choice)

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Question 36

Arbitration is the final step in all alternative dispute resolution procedures.

(True/False)

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Question 37

What steps should be taken to resolve an employee's grievance?

(Essay)

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Question 38

If an employee presents a grievance to the supervisor in the absence of the shop steward, the supervisor should:

(Multiple Choice)

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Question 39

Which of the following is a CORRECT statement regarding conflict and supervision in the workplace?

(Multiple Choice)

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Question 40

Showing 21 - 40 of 59

Some large companies have instituted mandatory complaint-resolution procedures whose final step is private arbitration. One of the primary objectives of such a procedure is to:

It is unusual for an aggrieved employee to present a grievance to a supervisor without the presence of:

Opinions are just as important as facts when a supervisor attempts to solve a complaint or grievance.

Most conflict at the departmental level involves settling employee complaints and grievances.

Functional conflict is healthy for the organization and helps improve performance.

When a mediator is used in an alternative dispute resolution procedure, the mediator facilitates communication but has no direct authority to decide the outcome.

An accommodating conflict resolution style can be characterized as "you win, I lose".

If alternative dispute resolution is to succeed, companies must train supervisors to respond positively to employee requests, concerns, and complaints.

What are supervisory guidelines for resolving complaints and grievances?

The withdraw/avoid style of conflict resolution may be appropriate when the problem is perceived to be minor and the costs of solving the problem are greater than the benefits derived.

Supervisors should be reluctant to solve a compalint or grievance at the first step of the grievance process.

It is unusual for an aggrieved union employee to present a grievance to the supervisor without the shop steward present.

Distinguish between substantive and personalized conflict.

In the last step in a grievance procedure, a final and binding decision is provided by:

Which of the following statements about employee complaints in nonunionized firms is NOT true?

Seeking assistance from human resources staff or higher level managers is considered:

Arbitration is the final step in all alternative dispute resolution procedures.

What steps should be taken to resolve an employee's grievance?

If an employee presents a grievance to the supervisor in the absence of the shop steward, the supervisor should:

Which of the following is a CORRECT statement regarding conflict and supervision in the workplace?

Supervising in Uncertain Times

The Managerial Functions

Communication: the Vital Link in Supervisory Management

Motivational Principles As Applied to Supervision

Solving Problems: Decision Making and the Supervisor

Positive Discipline

Supervisory Planning

Supervisory Organizing at the Departmental Level

The Supervisor and Employee Recruitment, Selection, Orientation and Training

Performance Management: Appraising, Coaching, Promoting, and Compensating

Supervisory Leadership and the Management of Change

Managing Work Groups: Teamwork, Morale and Counseling

Supervising a Diverse Workforce

Fundamentals of Controlling

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