Exam 15: Resolving Conflicts in the Workplace

Sometimes a "problem" can be solved when an employee simply vents frustration to a supervisor.

The highest level in the dispute resolution program is:

Supervisors need not only answer employees' complaints and grievances, but they must also provide the reasoning behind the answer.

Conflict that arises when communication between individuals breaks down and the lack of teamwork causes the team to stray from its chosen path is referred to as:

Generally speaking, nonunionized employees have no way to resolve job-related disputes or problems.

When making a decision, supervisors should review the past settlement record to ensure his/her proposal is consistent with established practices.

Margie was stressed out about a conflict at work, but she worked through it, and after it was resolved, came to the realization that she learned a great deal about talking out differences and settling on a course of action that meets everyone's needs. This is an example of:

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

Bob, a unionized worker, has been having trouble at work with his boss, whom he believes has been treating him unfairly. He decides to formally dispute this issue with his union. The formal procedure for doing so is referred to as a:

Complaint procedures begin at the supervisory level and if not resolved, usually end in whose hands?

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

In the workplace, the terms complaint and grievance do not mean the same thing.

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

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

Many labor agreements require grievances to be answered within set periods.

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

The collaborative style to conflict resolution is:

Jen, a waitress, and Barb, a line cook, are constantly having personalized conflict issues at work. When Barb goes to their supervisor to complain about Jen, their supervisor disciplines Jen without listening to her side of the story. The supervisor used which conflict-resolution style in this situation?