Question 1

Anger, according to Webster's Dictionary, is defined as discord, a state of disharmony, open or prolonged fighting, strife, or friction.

Accepted Answer

A) True 
 B)False  False

Question 2

A panel of employees, or employees and managers, work together to resolve the employee complaints in a(n):

Accepted Answer

A)  mediation. 
B)  third-party investigation. 
C)  peer review. 
D)  arbitration. 
A)  mediation. 
B)  third-party investigation. 
C)  peer review. 
D)  arbitration. C

Question 3

The application of strategies to settle opposing ideas, goals, and/or objectives in a positive manner is called:

Accepted Answer

A)  conflict management. 
B)  fact-finding. 
C)  alternative dispute resolution. 
D)  behavior modification. 
A)  conflict management. 
B)  fact-finding. 
C)  alternative dispute resolution. 
D)  behavior modification. A

Question 4

Diversity is defined as a difference, variety, or unlikeness.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is not one of the guiding principles for handling conflict?

Accepted Answer

A)  Preserve dignity and respect 
B)  Find common ground by forcing change 
C)  Honor diversity, without including your own perspective 
D)  All of the above. 
E)  Both b and c 
A)  Preserve dignity and respect 
B)  Find common ground by forcing change 
C)  Honor diversity, without including your own perspective 
D)  All of the above. 
E)  Both b and c

Question 6

The things that we feel are vital to our well-being are known as:

Accepted Answer

A)  desires. 
B)  needs. 
C)  feelings. 
D)  wants. 
E)  values. 
A)  desires. 
B)  needs. 
C)  feelings. 
D)  wants. 
E)  values.

Question 7

Which of the following results most often when concerns for others are of high importance?

Accepted Answer

A)  Compromise 
B)  Collaboration 
C)  Competition 
D)  Accommodation 
E)  a and b 
A)  Compromise 
B)  Collaboration 
C)  Competition 
D)  Accommodation 
E)  a and b

Question 8

Needs are those things that we feel are vital to our well-being.

Accepted Answer

A) True 
 B)False

Question 9

A neutral third-party person or team from outside the organization examines the facts of the complaint and presents them in a report. This is called a(n):

Accepted Answer

A)  arbitration. 
B)  fact-finding. 
C)  third-party investigation. 
D)  peer review. 
E)  independent brainstorm. 
A)  arbitration. 
B)  fact-finding. 
C)  third-party investigation. 
D)  peer review. 
E)  independent brainstorm.

Question 10

What does ADR stand for?

Accepted Answer

A)  Average daily rate 
B)  Alternate dispute resolution 
C)  Alternative dispute resolution 
D)  Advanced detail report 
E)  Average daily revenue 
A)  Average daily rate 
B)  Alternate dispute resolution 
C)  Alternative dispute resolution 
D)  Advanced detail report 
E)  Average daily revenue

Question 11

Discord, a state of disharmony, open or prolonged fighting, strife, or friction is:

Accepted Answer

A)  anger. 
B)  conflict. 
C)  resentment. 
D)  raucous. 
A)  anger. 
B)  conflict. 
C)  resentment. 
D)  raucous.

Question 12

Which of the following is not one of the steps of conflict management?

Accepted Answer

A)  Determine the type of strategy that will be used to resolve the conflict 
B)  Start pre-negotiations 
C)  Begin negotiation stage 
D)  Implement the negotiations made 
E)  Analyze the negotiations 
A)  Determine the type of strategy that will be used to resolve the conflict 
B)  Start pre-negotiations 
C)  Begin negotiation stage 
D)  Implement the negotiations made 
E)  Analyze the negotiations

Question 13

Desires can be thought of as wants.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is true regarding the stages of "crisis reactions" after a violent incident?

Accepted Answer

A)  The "reconciliation" stage occurs when the employee tries to make sense out of the event, understand its impact, and reach closure of the event. 
B)  The "impact" stage is the third stage in the process. 
C)  The second stage involves a variety of intense emotion. 
D)  Both a and c 
E)  All of the above. 
A)  The "reconciliation" stage occurs when the employee tries to make sense out of the event, understand its impact, and reach closure of the event. 
B)  The "impact" stage is the third stage in the process. 
C)  The second stage involves a variety of intense emotion. 
D)  Both a and c 
E)  All of the above.

Question 15

The first step in conflict management is:

Accepted Answer

A)  determining the strategy. 
B)  analyzing. 
C)  reassessing the situation. 
D)  negotiation. 
E)  confrontation. 
A)  determining the strategy. 
B)  analyzing. 
C)  reassessing the situation. 
D)  negotiation. 
E)  confrontation.

Question 16

Accommodation is the result of low concern for your own interests or the interest of your group.

Accepted Answer

A) True 
 B)False

Question 17

Violence in the workplace has become less problematic in recent years.

Accepted Answer

A) True 
 B)False

Question 18

According to Webster's Dictionary, conflict is defined as a feeling of great displeasure, hostility, indignation, or exasperation, wrath, trouble, or affliction.

Accepted Answer

A) True 
 B)False

Question 19

Employees have the opportunity to meet with managers to discuss issues. This is a(n):

Accepted Answer

A)  open-door policy. 
B)  employees' right to know policy. 
C)  mediation. 
D)  arbitration. 
E)  All of the above. 
A)  open-door policy. 
B)  employees' right to know policy. 
C)  mediation. 
D)  arbitration. 
E)  All of the above.

Question 20

When both parties avoid conflict and neither party takes action to resolve it, this produces a lose/lose outcome known as:

Accepted Answer

A)  avoidance. 
B)  collaboration. 
C)  competition. 
D)  accommodation. 
E)  compliance. 
A)  avoidance. 
B)  collaboration. 
C)  competition. 
D)  accommodation. 
E)  compliance.

Anger, according to Webster's Dictionary, is defined as discord, a state of disharmony, open or prolonged fighting, strife, or friction.

A panel of employees, or employees and managers, work together to resolve the employee complaints in a(n):

The application of strategies to settle opposing ideas, goals, and/or objectives in a positive manner is called:

Diversity is defined as a difference, variety, or unlikeness.

Which of the following is not one of the guiding principles for handling conflict?

The things that we feel are vital to our well-being are known as:

Which of the following results most often when concerns for others are of high importance?

Needs are those things that we feel are vital to our well-being.

A neutral third-party person or team from outside the organization examines the facts of the complaint and presents them in a report. This is called a(n):

What does ADR stand for?

Discord, a state of disharmony, open or prolonged fighting, strife, or friction is:

Which of the following is not one of the steps of conflict management?

Desires can be thought of as wants.

Which of the following is true regarding the stages of "crisis reactions" after a violent incident?

The first step in conflict management is:

Accommodation is the result of low concern for your own interests or the interest of your group.

Violence in the workplace has become less problematic in recent years.

According to Webster's Dictionary, conflict is defined as a feeling of great displeasure, hostility, indignation, or exasperation, wrath, trouble, or affliction.

Employees have the opportunity to meet with managers to discuss issues. This is a(n):

When both parties avoid conflict and neither party takes action to resolve it, this produces a lose/lose outcome known as:

The Supervisor As Manager

The Supervisor As Leader

Planning, Organizing, and Goal Setting

Communicating Effectively

Equal Opportunity Laws and Diversity

Recruiting, Selection, and Orientation

Performance Effectiveness

Motivation

Supervising Teams, Team-Building, and Coaching

Employee Training and Development

Discipline

Decision Making and Control

Delegating

Filters

Exam 11: Conflict Management, Resolution, and Prevention

Anger, according to Webster's Dictionary, is defined as discord, a state of disharmony, open or prolonged fighting, strife, or friction.

A panel of employees, or employees and managers, work together to resolve the employee complaints in a(n):

The application of strategies to settle opposing ideas, goals, and/or objectives in a positive manner is called:

Diversity is defined as a difference, variety, or unlikeness.

Which of the following is not one of the guiding principles for handling conflict?

The things that we feel are vital to our well-being are known as:

Which of the following results most often when concerns for others are of high importance?

Needs are those things that we feel are vital to our well-being.

A neutral third-party person or team from outside the organization examines the facts of the complaint and presents them in a report. This is called a(n):

What does ADR stand for?

Discord, a state of disharmony, open or prolonged fighting, strife, or friction is:

Which of the following is not one of the steps of conflict management?

Desires can be thought of as wants.

Which of the following is true regarding the stages of "crisis reactions" after a violent incident?

The first step in conflict management is:

Accommodation is the result of low concern for your own interests or the interest of your group.

Violence in the workplace has become less problematic in recent years.

According to Webster's Dictionary, conflict is defined as a feeling of great displeasure, hostility, indignation, or exasperation, wrath, trouble, or affliction.

Employees have the opportunity to meet with managers to discuss issues. This is a(n):

When both parties avoid conflict and neither party takes action to resolve it, this produces a lose/lose outcome known as:

The Supervisor As Manager

The Supervisor As Leader

Planning, Organizing, and Goal Setting

Communicating Effectively

Equal Opportunity Laws and Diversity

Recruiting, Selection, and Orientation

Performance Effectiveness

Motivation

Supervising Teams, Team-Building, and Coaching

Employee Training and Development

Discipline

Decision Making and Control

Delegating

Filters