Exam 14: Resolving Conflicts

Elvira is having problems with a colleague at work.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 she must complete?

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(Multiple Choice)

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Question 1

Correct Answer:

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What are the main differences between workplace complaints and workplace grievances?

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(Essay)

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Question 2

Correct Answer:

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A complaint is any individual or group problem or dissatisfaction that employees can channel upward to management.Complaints can be lodged in any work environment.Conversely,a grievance is a formal complaint involving the interpretation or application of a labor agreement in a unionized setting.Grievances generally need to be presented to a supervisor or other management representative by a shop steward or some other union official.

Arriving at a speedy settlement should not outweigh the importance of a sound decision.

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(True/False)

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Question 3

Correct Answer:

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True

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

(True/False)

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Question 4

Most supervisors are trained in the fine points of labor law as part of their job and are therefore highly qualified to resolve complaints involving aspects of equal employment opportunity.

(True/False)

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Question 5

One of the disadvantages of online dispute resolution (ODR)is that:

(Multiple Choice)

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Question 6

Margie was stressed out about a conflict at work.She,however,worked through it,and once it was resolved,came to realize that she had learned a great deal through talking out differences and settling on a course of action that met everyone's needs.This is an example of _____.

(Multiple Choice)

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Question 7

Bob,a union worker,has been having trouble at work with his boss,whom he believes has been treating him unfairly.He decides to formally lodge a complaint against his boss with the union so that the union members can present his complaint to another management representative in the company.This is known as _____.

(Multiple Choice)

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Question 8

In resolving a grievance,it is unusual for an aggrieved employee to present a grievance to a supervisor in the absence of:

(Multiple Choice)

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Question 9

Approaches to processing and deciding employee complaints internally as an alternative to lawsuits have been collectively labeled as _____.

(Multiple Choice)

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Question 10

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

(True/False)

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Question 11

Ray found a solution to a conflict that could be characterized as "I win,you win." He is using the collaborative conflict resolution style.

(True/False)

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Question 12

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.

(True/False)

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Question 13

Someone with a competing style of conflict resolution tends to:

(Multiple Choice)

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Question 14

Which of the following conflict resolution styles implies the rule of reciprocity?

(Multiple Choice)

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Question 15

Distinguish between substantive and personalized conflict.

(Essay)

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Question 16

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

(True/False)

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Question 17

Which of the following is true of the role of supervisors in resolving complaints and grievances?

(Multiple Choice)

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Question 18

Xena is a manager at Ex fox Co.She finds two of her subordinates arguing about which format to follow for their power-point presentation.Since the issue at hand is trivial and the conflict seems constructive,Xena decides not to interfere and chooses to ignore the conflict.Which of the following conflict-resolution styles has she adopted in this scenario?

(Multiple Choice)

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Question 19

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

(True/False)

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Question 20

Showing 1 - 20 of 78

Elvira is having problems with a colleague at work.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 she must complete?

What are the main differences between workplace complaints and workplace grievances?

Arriving at a speedy settlement should not outweigh the importance of a sound decision.

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

Most supervisors are trained in the fine points of labor law as part of their job and are therefore highly qualified to resolve complaints involving aspects of equal employment opportunity.

One of the disadvantages of online dispute resolution (ODR)is that:

Margie was stressed out about a conflict at work.She,however,worked through it,and once it was resolved,came to realize that she had learned a great deal through talking out differences and settling on a course of action that met everyone's needs.This is an example of _____.

In resolving a grievance,it is unusual for an aggrieved employee to present a grievance to a supervisor in the absence of:

Approaches to processing and deciding employee complaints internally as an alternative to lawsuits have been collectively labeled as _____.

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

Ray found a solution to a conflict that could be characterized as "I win,you win." He is using the collaborative conflict resolution style.

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.

Someone with a competing style of conflict resolution tends to:

Which of the following conflict resolution styles implies the rule of reciprocity?

Distinguish between substantive and personalized conflict.

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

Which of the following is true of the role of supervisors in resolving complaints and grievances?

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

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