Question 1

The collaborate style is usually characterized as:

Accepted Answer

A) "Win some, lose some." 
B) "I lose, you win." 
C) "I win, you win." 
D) "I win, you lose." 
A) "Win some, lose some." 
B) "I lose, you win." 
C) "I win, you win." 
D) "I win, you lose."

Question 2

Which of the following is NOT a supervisory 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 3

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

Accepted Answer

A) True 
 B)False

Question 4

The withdraw/avoid conflict resolution style is used for major issues only.

Accepted Answer

A) True 
 B)False

Question 5

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 6

_____ is generally included as a final step in a typical dispute resolution program for employees.

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

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

The collaborate style of conflict resolution is characterized as:

Accepted Answer

A) "I win, you win." 
B) "I win, you lose." 
C) "I lose, you win." 
D) "I lose, you lose."​ 
A) "I win, you win." 
B) "I win, you lose." 
C) "I lose, you win." 
D) "I lose, you lose."​

Question 9

ADR (Alternative dispute resolution)is becoming less common as employers are likely to want to enter into litigation when disputes occur.

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

Workplace conflict has increased in the world today because:

Accepted Answer

A) workers have less decision-making latitude. 
B) the workplace has flatter chains of command. 
C) the workplace is dominated by people whose behavioral styles are compatible. 
D) workers tend to share similar experiences and expectations. 
A) workers have less decision-making latitude. 
B) the workplace has flatter chains of command. 
C) the workplace is dominated by people whose behavioral styles are compatible. 
D) workers tend to share similar experiences and expectations.

Question 12

Interest-based negotiating or understanding why the other party wants what he or she wants,and then working toward a solution that satisfies those needs as well as one's own,occurs in which conflict-resolution style?

Accepted Answer

A) The compete style 
B) The accommodate style 
C) The collaborate style 
D) The oblige style 
A) The compete style 
B) The accommodate style 
C) The collaborate style 
D) The oblige style

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

Yelling,intimidation,humiliation,and sabotage are all behaviors that indicate that bullying may be occurring.

Accepted Answer

A) True 
 B)False

Question 15

Max does not like his team lead,Ella.He finds her rude and believes that she is out to get him.After Ella insults him in front of the entire office for coming to work ten minutes late,Max decides to bail out on an important team presentation to get back at her.Based on the information provided in this scenario,this situation is most likely going to escalate into _____.

Accepted Answer

A) substantive conflict 
B) functional conflict 
C) personalized conflict 
D) procedural conflict 
A) substantive conflict 
B) functional conflict 
C) personalized conflict 
D) procedural conflict

Question 16

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

Accepted Answer

First of all,the supervisor should attem

Question 17

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

Accepted Answer

(1)The employee normally must make the c

Question 18

A shop steward is an elected representative of the union employees.

Accepted Answer

A) True 
 B)False

Question 19

In the last step of a grievance procedure,the 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 20

The rule that implies that one good turn deserves another in return is referred to as the _____.

Accepted Answer

A) quid pro quo 
B) compromise rule 
C) golden rule 
D) reciprocity reflex 
A) quid pro quo 
B) compromise rule 
C) golden rule 
D) reciprocity reflex

The collaborate style is usually characterized as:

Which of the following is NOT a supervisory guideline for resolving complaints and grievances?

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

The withdraw/avoid conflict resolution style is used for major issues only.

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

_____ is generally included as a final step in a typical dispute resolution program for employees.

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

The collaborate style of conflict resolution is characterized as:

ADR (Alternative dispute resolution)is becoming less common as employers are likely to want to enter into litigation when disputes occur.

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

Workplace conflict has increased in the world today because:

Interest-based negotiating or understanding why the other party wants what he or she wants,and then working toward a solution that satisfies those needs as well as one's own,occurs in which conflict-resolution style?

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

Yelling,intimidation,humiliation,and sabotage are all behaviors that indicate that bullying may be occurring.

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

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

A shop steward is an elected representative of the union employees.

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

The rule that implies that one good turn deserves another in return is referred to as the _____.

The Supervisory Challenge

The Management Functions

Supervisory Planning

Supervising a Diverse Workforce

Leadership and Followership

Communicating in a Noisy World

Principles of Motivating Followers

Solving Problems, Making Decisions and Managing Change

The Principles of Organizing

Empowering Employees for Success

Building Effective Teams

Performance Management

Fundamentals of Controlling

Positive Discipline

Filters

Exam 14: Resolving Conflicts

The collaborate style is usually characterized as:

Which of the following is NOT a supervisory guideline for resolving complaints and grievances?

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

The withdraw/avoid conflict resolution style is used for major issues only.

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

_____ is generally included as a final step in a typical dispute resolution program for employees.

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

The collaborate style of conflict resolution is characterized as:

ADR (Alternative dispute resolution)is becoming less common as employers are likely to want to enter into litigation when disputes occur.

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

Workplace conflict has increased in the world today because:

Interest-based negotiating or understanding why the other party wants what he or she wants,and then working toward a solution that satisfies those needs as well as one's own,occurs in which conflict-resolution style?

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

Yelling,intimidation,humiliation,and sabotage are all behaviors that indicate that bullying may be occurring.

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

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

A shop steward is an elected representative of the union employees.

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

The rule that implies that one good turn deserves another in return is referred to as the _____.

The Supervisory Challenge

The Management Functions

Supervisory Planning

Supervising a Diverse Workforce

Leadership and Followership

Communicating in a Noisy World

Principles of Motivating Followers

Solving Problems, Making Decisions and Managing Change

The Principles of Organizing

Empowering Employees for Success

Building Effective Teams

Performance Management

Fundamentals of Controlling

Positive Discipline

Filters