Question 1

Which of the following IS NOT a supervisor guideline for resolving complaints and grievances?

Accepted Answer

A)  Distinguish facts from opinions 
B)  Attempt to set precedents 
C)  Determine the real issue 
D)  Minimize delays in reaching a decision 
A)  Distinguish facts from opinions 
B)  Attempt to set precedents 
C)  Determine the real issue 
D)  Minimize delays in reaching a decision

Question 2

While at work, Xena observes two of her colleagues arguing about completion of a project with a looming deadline. Because she is not involved on the project, she chooses not to get involved in the discussion. Which conflict-resolution style did Xena choose?

Accepted Answer

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

Question 3

Max and Alan are cubicle mates at work, and they simply do not like each other. As a result, their supervisor avoids including them together on group projects. This is an example of what type of conflict?

Accepted Answer

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

Question 4

Which of the following is NOT a standard of fairness that should be followed by all ADR procedures?

Accepted Answer

A)  The opportunity to recover the same remedies available to the employee through litigation and confidentiality of proceedings. 
B)  The opportunity for a hearing before one or more impartial decision makers. 
C)  The opportunity to participate in the selection of decision makers. 
D)  The requirement of the employer to pay all associated costs of the dispute resolution. 
A)  The opportunity to recover the same remedies available to the employee through litigation and confidentiality of proceedings. 
B)  The opportunity for a hearing before one or more impartial decision makers. 
C)  The opportunity to participate in the selection of decision makers. 
D)  The requirement of the employer to pay all associated costs of the dispute resolution.

Question 5

Wendel and his colleague Jeff are preparing to go on a lunch break. Wendel really wants fast food so he can eat quickly and get back to work to meet a project deadline, but Jeff wants to have a leisurely lunch at the grill across town. Wendel decides to accomodate Jeff's wishes, hoping that down the road someday, Jeff will accomodate his wishes. This is an example of which conflict-resolution style?

Accepted Answer

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

Question 6

Complaint procedures usually differ from grievance procedures in two respects. Name them.

Accepted Answer

(1) The employee normally must make the

Question 7

The rule that one good turn deserves another in return is referred to as:

Accepted Answer

A)  Quid pro quo 
B)  Accomodation rule 
C)  The golden rule 
D)  Reciprocity reflex 
A)  Quid pro quo 
B)  Accomodation rule 
C)  The golden rule 
D)  Reciprocity reflex

Question 8

When an employee or steward persists in loud arguments, the supervisor should:

Accepted Answer

A)  also raise his/her voice. 
B)  terminate the meeting. 
C)  ask a human resource representative to witness the meeting. 
D)  concede the issues immediately. 
A)  also raise his/her voice. 
B)  terminate the meeting. 
C)  ask a human resource representative to witness the meeting. 
D)  concede the issues immediately.

Question 9

Supervisors should drop everything to meet with an employee who has a grievance.

Accepted Answer

A) True 
 B)False

Question 10

The most effective communication and problem solving take place when people try to share common perspectives.

Accepted Answer

A) True 
 B)False

Question 11

The accommodating style of conflict resolution:

Accepted Answer

A)  is easy. 
B)  is cooperative. 
C)  implies reciprocity. 
D)  all of the above. 
A)  is easy. 
B)  is cooperative. 
C)  implies reciprocity. 
D)  all of the above.

Question 12

Describe the five conflict resolution styles.

Accepted Answer

Supervisors can select to use one of fiv

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

When a complaint or grievance is brought to a supervisor, he or she should do all of the following EXCEPT:

Accepted Answer

A)  Listen patiently and with an open mind. 
B)  Delay the time for an initial hearing. 
C)  Encourage the employee to say whatever is on his or her mind. 
D)  Treat the employee's problem as important. 
A)  Listen patiently and with an open mind. 
B)  Delay the time for an initial hearing. 
C)  Encourage the employee to say whatever is on his or her mind. 
D)  Treat the employee's problem as important.

Question 15

The conflict resolution style that implies the rule of reciprocity is:

Accepted Answer

A)  withdraw/avoid. 
B)  accommodate/oblige. 
C)  collaborative. 
D)  compromise. 
A)  withdraw/avoid. 
B)  accommodate/oblige. 
C)  collaborative. 
D)  compromise.

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

When meeting with an employee about his/her complaint, the supervisor should explain the reason for their decision in general terms to avoid confusion.

Accepted Answer

A) True 
 B)False

Question 18

Many union organizations have adopted a problem-solving approach to employee concerns that was designed by management called a complaint procedure.

Accepted Answer

A) True 
 B)False

Question 19

Sometimes an employee or steward may deliberately provoke an argument to the supervisor on the defensive.

Accepted Answer

A) True 
 B)False

Question 20

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

Accepted Answer

A)  Communication breakdown is the only significant event that can trigger workplace complaints and conflicts. 
B)  It is normal for supervisors to expect that supervisory perspectives will conflict with those of the employees or the union. 
C)  Conflict in the workplace is dysfunctional in that it always detracts from achieving desired objectives. 
D)  Disagreements with employees reflect negatively on supervisory performance. 
A)  Communication breakdown is the only significant event that can trigger workplace complaints and conflicts. 
B)  It is normal for supervisors to expect that supervisory perspectives will conflict with those of the employees or the union. 
C)  Conflict in the workplace is dysfunctional in that it always detracts from achieving desired objectives. 
D)  Disagreements with employees reflect negatively on supervisory performance.

Which of the following IS NOT a supervisor guideline for resolving complaints and grievances?

While at work, Xena observes two of her colleagues arguing about completion of a project with a looming deadline. Because she is not involved on the project, she chooses not to get involved in the discussion. Which conflict-resolution style did Xena choose?

Max and Alan are cubicle mates at work, and they simply do not like each other. As a result, their supervisor avoids including them together on group projects. This is an example of what type of conflict?

Which of the following is NOT a standard of fairness that should be followed by all ADR procedures?

Complaint procedures usually differ from grievance procedures in two respects. Name them.

The rule that one good turn deserves another in return is referred to as:

When an employee or steward persists in loud arguments, the supervisor should:

Supervisors should drop everything to meet with an employee who has a grievance.

The most effective communication and problem solving take place when people try to share common perspectives.

The accommodating style of conflict resolution:

Describe the five conflict resolution styles.

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

When a complaint or grievance is brought to a supervisor, he or she should do all of the following EXCEPT:

The conflict resolution style that implies the rule of reciprocity is:

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

When meeting with an employee about his/her complaint, the supervisor should explain the reason for their decision in general terms to avoid confusion.

Many union organizations have adopted a problem-solving approach to employee concerns that was designed by management called a complaint procedure.

Sometimes an employee or steward may deliberately provoke an argument to the supervisor on the defensive.

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

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

Which of the following IS NOT a supervisor guideline for resolving complaints and grievances?

While at work, Xena observes two of her colleagues arguing about completion of a project with a looming deadline. Because she is not involved on the project, she chooses not to get involved in the discussion. Which conflict-resolution style did Xena choose?

Max and Alan are cubicle mates at work, and they simply do not like each other. As a result, their supervisor avoids including them together on group projects. This is an example of what type of conflict?

Which of the following is NOT a standard of fairness that should be followed by all ADR procedures?

Complaint procedures usually differ from grievance procedures in two respects. Name them.

The rule that one good turn deserves another in return is referred to as:

When an employee or steward persists in loud arguments, the supervisor should:

Supervisors should drop everything to meet with an employee who has a grievance.

The most effective communication and problem solving take place when people try to share common perspectives.

The accommodating style of conflict resolution:

Describe the five conflict resolution styles.

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

When a complaint or grievance is brought to a supervisor, he or she should do all of the following EXCEPT:

The conflict resolution style that implies the rule of reciprocity is:

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

When meeting with an employee about his/her complaint, the supervisor should explain the reason for their decision in general terms to avoid confusion.

Many union organizations have adopted a problem-solving approach to employee concerns that was designed by management called a complaint procedure.

Sometimes an employee or steward may deliberately provoke an argument to the supervisor on the defensive.

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

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