Question 1

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

Accepted Answer

A) True 
 B)False  False

Question 2

Roberta and Clarence are members of the same taskforce at work. At the beginning, the two didn't get along well, so they avoided contact. Other members of the group have begun to notice, and recently, communication between all taskforce members came to a standstill. The taskforce has become ineffective in completing its assigned tasks as a result. This is an example of what type of conflict?

Accepted Answer

A)  Dysfunctional conflict 
B)  Functional conflict 
C)  Personalized conflict 
D)  Substantive conflict 
A)  Dysfunctional conflict 
B)  Functional conflict 
C)  Personalized conflict 
D)  Substantive conflict A

Question 3

Supervisors should be patient and keep an open mind when hearing a complaint or grievance.

Accepted Answer

A) True 
 B)False  True

Question 4

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.

Accepted Answer

A) True 
 B)False

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

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:

Accepted Answer

A)  avoid costly litigation. 
B)  comply with labor union requirements. 
C)  minimize the number of decisions against the company. 
D)  "test-drive" the arbitration process to see if it is right for the company. 
A)  avoid costly litigation. 
B)  comply with labor union requirements. 
C)  minimize the number of decisions against the company. 
D)  "test-drive" the arbitration process to see if it is right for the company.

Question 7

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

Accepted Answer

First of all, the supervisor should atte

Question 8

A grievance is a formal complaint involving the interpretation or application of a labor agreement in a unionized setting.

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A)  Some employees complain to their supervisors at every possible opportunity. 
B)  Employees sometimes approach their supervisor as a group when they have a complaint in the belief that doing so strengthens their position. 
C)  Legitimate complaints sometimes go unheard because employees fear bringing them to their supervisors. 
D)  Without union representation, employee complaints are always ignored. 
A)  Some employees complain to their supervisors at every possible opportunity. 
B)  Employees sometimes approach their supervisor as a group when they have a complaint in the belief that doing so strengthens their position. 
C)  Legitimate complaints sometimes go unheard because employees fear bringing them to their supervisors. 
D)  Without union representation, employee complaints are always ignored.

Question 10

It is normal for supervisory perspectives to sometimes be at odds with the views of employees.

Accepted Answer

A) True 
 B)False

Question 11

If a supervisor delays hearing a grievance or complaint, employees will likely interpret it to mean that the supervisor is carefully considering the facts of the case.

Accepted Answer

A) True 
 B)False

Question 12

A person who withholds effort and could be much more productive but makes a persistent, conscious decision not to be is called a:

Accepted Answer

A)  Free-rider 
B)  Dysfunctional worker 
C)  Slacker 
D)  Team player 
A)  Free-rider 
B)  Dysfunctional worker 
C)  Slacker 
D)  Team player

Question 13

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

Accepted Answer

A)  the company's human resources department. 
B)  labor union representatives. 
C)  a neutral arbitrator. 
D)  the company's top management. 
A)  the company's human resources department. 
B)  labor union representatives. 
C)  a neutral arbitrator. 
D)  the company's top management.

Question 14

Substantive conflict occurs because of disagreement over what should be done or what should occur.

Accepted Answer

A) True 
 B)False

Question 15

If a grievance procedure does not resolve a dispute satisfactorily, the next step is the complaint procedure.

Accepted Answer

A) True 
 B)False

Question 16

Nonunionized employees are sometimes afraid to bring their complaints to their supervisor.

Accepted Answer

A) True 
 B)False

Question 17

A group meets regularly at R.Q.M Manufacturing to review product quality issues. Members of the production line are arguing with members of the design team, shifting blame on quality issues from one to the other. The group leader attempts to identify possible issues on both sides. In the end, the group works together to identify problems and solutions. This is an example of which conflict-resolution style?

Accepted Answer

A)  Compromise 
B)  Accomodate 
C)  Compete 
D)  Collaborate 
A)  Compromise 
B)  Accomodate 
C)  Compete 
D)  Collaborate

Question 18

In unionized settings, supervisors should avoid making individual exceptions to resolve a complaint or grievance since:

Accepted Answer

A)  Making an exception would make the decision nonbinding, and the supervisor may change it at any time. 
B)  Supervisors should follow existing rules since only the labor union has the authority to make exceptions to the rules. 
C)  This would imply to employees that all company policies, rules, and/or the labor agreement can be disregarded. 
D)  This may set a precedent that could be used in future interpretations or negotiations of the labor agreement. 
A)  Making an exception would make the decision nonbinding, and the supervisor may change it at any time. 
B)  Supervisors should follow existing rules since only the labor union has the authority to make exceptions to the rules. 
C)  This would imply to employees that all company policies, rules, and/or the labor agreement can be disregarded. 
D)  This may set a precedent that could be used in future interpretations or negotiations of the labor agreement.

Question 19

The compromise style of conflict resolution is best described as "I win, you win."

Accepted Answer

A) True 
 B)False

Question 20

Elvira is having a problem at work with her colleagues. To resolve the issue, she wants to follow the formal dispute resolution program that is in place at work. What is the first level of dispute resolution that her company will likely follow?

Accepted Answer

A)  Local management review 
B)  External review 
C)  Nonbinding mediation 
D)  Binding arbitration 
A)  Local management review 
B)  External review 
C)  Nonbinding mediation 
D)  Binding arbitration

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

Supervisors should be patient and keep an open mind when hearing a complaint or grievance.

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.

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

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:

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

A grievance is a formal complaint involving the interpretation or application of a labor agreement in a unionized setting.

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

It is normal for supervisory perspectives to sometimes be at odds with the views of employees.

If a supervisor delays hearing a grievance or complaint, employees will likely interpret it to mean that the supervisor is carefully considering the facts of the case.

A person who withholds effort and could be much more productive but makes a persistent, conscious decision not to be is called a:

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

Substantive conflict occurs because of disagreement over what should be done or what should occur.

If a grievance procedure does not resolve a dispute satisfactorily, the next step is the complaint procedure.

Nonunionized employees are sometimes afraid to bring their complaints to their supervisor.

In unionized settings, supervisors should avoid making individual exceptions to resolve a complaint or grievance since:

The compromise style of conflict resolution is best described as "I win, you win."

Elvira is having a problem at work with her colleagues. To resolve the issue, she wants to follow the formal dispute resolution program that is in place at work. What is the first level of dispute resolution that her company will likely follow?

Supervising in Uncertain Times

The Managerial Functions

Communication: the Key to Effective Supervisory Management

Principles of Motivation

Solving Problems: Decision Making and the Supervisor

Positive Discipline

Supervisory Planning

Supervisory Principles for Organizing

The Supervisors Role in Preparing Employees for Success

Supervisory Leadership and the Management of Change

Managing Work Groups: Teamwork, Morale and Counseling

Supervising a Diverse Workforce

Fundamentals of Controlling

Performance Management

Filters

Exam 15: Resolving Conflicts in the Workplace

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

Supervisors should be patient and keep an open mind when hearing a complaint or grievance.

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.

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

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:

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

A grievance is a formal complaint involving the interpretation or application of a labor agreement in a unionized setting.

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

It is normal for supervisory perspectives to sometimes be at odds with the views of employees.

If a supervisor delays hearing a grievance or complaint, employees will likely interpret it to mean that the supervisor is carefully considering the facts of the case.

A person who withholds effort and could be much more productive but makes a persistent, conscious decision not to be is called a:

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

Substantive conflict occurs because of disagreement over what should be done or what should occur.

If a grievance procedure does not resolve a dispute satisfactorily, the next step is the complaint procedure.

Nonunionized employees are sometimes afraid to bring their complaints to their supervisor.

In unionized settings, supervisors should avoid making individual exceptions to resolve a complaint or grievance since:

The compromise style of conflict resolution is best described as "I win, you win."

Elvira is having a problem at work with her colleagues. To resolve the issue, she wants to follow the formal dispute resolution program that is in place at work. What is the first level of dispute resolution that her company will likely follow?

Supervising in Uncertain Times

The Managerial Functions

Communication: the Key to Effective Supervisory Management

Principles of Motivation

Solving Problems: Decision Making and the Supervisor

Positive Discipline

Supervisory Planning

Supervisory Principles for Organizing

The Supervisors Role in Preparing Employees for Success

Supervisory Leadership and the Management of Change

Managing Work Groups: Teamwork, Morale and Counseling

Supervising a Diverse Workforce

Fundamentals of Controlling

Performance Management

Filters