Exam 14: Resolving Conflicts

What are supervisory guidelines for resolving complaints and grievances?

Which of the following types of conflict is best described as conflict that arises when communication between individuals breaks down and the lack of teamwork causes the team to stray from its chosen path?

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

Who among the following is responsible for making the final decision in the last step of a complaint procedure?

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

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

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

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

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

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

Which of the following statements is true about mandatory complaint-resolution procedures?

In the first step in resolving a complaint or grievance,_____.

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

Roberta and Clarence are employees of Astech Inc.They have had many disagreements in the past and do not get along well.When they are put on the same team,they both make a conscious effort to stay out of each other's way and communicate only when necessary.Their enmity invariably influences the attitudes of the other team members,and soon,the other team members take sides,and this creates a rift in the team.These negative group dynamics and the lack of communication between team members start affecting the team's overall productivity and performance.What type of conflict has been exemplified in this scenario?

Conflict between individuals that occurs because the two parties do not like one another is referred to as _____.

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

Describe the five conflict resolution styles.

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

The product team and the design team at R.Q.M Manufacturing are reviewing product quality issues.The members of the two teams enter into an argument about which strategy to use to address these issues.In an attempt to resolve the conflict between the two teams,the group leader first questions the two teams to determine their interests and needs.He then urges them to work together to find a mutually beneficial solution that will satisfy all their needs,leaving no one unsatisfied.Which of the following styles of conflict resolution has the group leader used in this scenario?

Grievance procedures are typically resolved in the court of law.