Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

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 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 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 3

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

Accepted Answer

A) True 
 B)False

Question 4

If a grievance procedure does not resolve a dispute satisfactorily,the next step is the complaint procedure.

Accepted Answer

A) True 
 B)False

Question 5

Harry is a supervisor at Icecube Inc.Which of the following guidelines should he bear in mind for resolving complaints and grievances effectively in the workplace?

Accepted Answer

A) He should "talk down" to the employees if they persist in loud arguments. 
B) He must avoid seeking assistance from HR staff or higher-level managers. 
C) He must attempt to resolve conflicts publicly, not privately. 
D) He should take care to check whether a grievance is valid under a labor agreement or not. 
A) He should "talk down" to the employees if they persist in loud arguments. 
B) He must avoid seeking assistance from HR staff or higher-level managers. 
C) He must attempt to resolve conflicts publicly, not privately. 
D) He should take care to check whether a grievance is valid under a labor agreement or not.

Question 6

What must take place in order for alternative dispute resolutions to be effective?

Accepted Answer

In order for alternative dispute resolut

Question 7

Supervisors should be patient and keep an open mind when hearing a complaint or grievance.

Accepted Answer

A) True 
 B)False

Question 8

Nonunionized employees are sometimes afraid to bring their complaints to their supervisor.

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

Which of the following statements is true about the accommodate style of conflict resolution?

Accepted Answer

A) This style of conflict resolution tends to encourage cooperation. 
B) This style of conflict resolution may foster resentment and cause long-term problems. 
C) A supervisor using this style of conflict resolution tends to use his or her power to force an agreement. 
D) A supervisor relying on this style of conflict resolution will be well-respected, but not well-liked. 
A) This style of conflict resolution tends to encourage cooperation. 
B) This style of conflict resolution may foster resentment and cause long-term problems. 
C) A supervisor using this style of conflict resolution tends to use his or her power to force an agreement. 
D) A supervisor relying on this style of conflict resolution will be well-respected, but not well-liked.

Question 12

What type of conflict occurs between individuals because of what should be done or what should occur?

Accepted Answer

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

Question 13

Which of the following is true regarding the role of the supervisor at the initial step in resolving a complaint or grievance?

Accepted Answer

A) The supervisor should not listen to the shop steward if the steward does not bring the employee. 
B) The supervisor cannot speak with the aggrieved employee directly in front of the steward. 
C) The supervisor can undermine the steward's authority or relationshipwith the employee if he or she chooses to. 
D) The supervisor should notify the steward concerning the employee's presentation of the problem when union interests are involved. 
A) The supervisor should not listen to the shop steward if the steward does not bring the employee. 
B) The supervisor cannot speak with the aggrieved employee directly in front of the steward. 
C) The supervisor can undermine the steward's authority or relationshipwith the employee if he or she chooses to. 
D) The supervisor should notify the steward concerning the employee's presentation of the problem when union interests are involved.

Question 14

The primary strength of the accommodate style of conflict resolution is that:

Accepted Answer

A) it helps a person gain respect. 
B) it satisfies both parties. 
C) it helps a person reinforce his or her authority. 
D) it encourages cooperation. 
A) it helps a person gain respect. 
B) it satisfies both parties. 
C) it helps a person reinforce his or her authority. 
D) it encourages cooperation.

Question 15

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

Accepted Answer

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

Question 16

A _____ is best described as a person who withholds effort and could be much more productive but makes a persistent,conscious decision not to be.

Accepted Answer

A) bully 
B) dysfunctional worker 
C) slacker 
D) team player 
A) bully 
B) dysfunctional worker 
C) slacker 
D) team player

Question 17

Jessica and Margo start arguing with each other while working together on a design project.Jessica wants to use standard fonts and logos that have already been used in previous designs,while Margo wants to make use of new fonts and design a new logo.In an attempt to settle their differences,the two employees decide to use the old logo,but utilize new and different fonts.Which of the following conflict-resolution styles have they most likely used to resolve their conflict?

Accepted Answer

A) The compromise style 
B) The accommodate style 
C) The withdraw style 
D) The collaborate style 
A) The compromise style 
B) The accommodate style 
C) The withdraw style 
D) The collaborate style

Question 18

It is unusual for an aggrieved union employee to present a grievance to the supervisor without the shop steward present.

Accepted Answer

A) True 
 B)False

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

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

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

If a grievance procedure does not resolve a dispute satisfactorily,the next step is the complaint procedure.

Harry is a supervisor at Icecube Inc.Which of the following guidelines should he bear in mind for resolving complaints and grievances effectively in the workplace?

What must take place in order for alternative dispute resolutions to be effective?

Supervisors should be patient and keep an open mind when hearing a complaint or grievance.

Nonunionized employees are sometimes afraid to bring their complaints to their supervisor.

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

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

Which of the following statements is true about the accommodate style of conflict resolution?

What type of conflict occurs between individuals because of what should be done or what should occur?

Which of the following is true regarding the role of the supervisor at the initial step in resolving a complaint or grievance?

The primary strength of the accommodate style of conflict resolution is that:

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

A _____ is best described as a person who withholds effort and could be much more productive but makes a persistent,conscious decision not to be.

It is unusual for an aggrieved union employee to present a grievance to the supervisor without the shop steward present.

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

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

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

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

If a grievance procedure does not resolve a dispute satisfactorily,the next step is the complaint procedure.

Harry is a supervisor at Icecube Inc.Which of the following guidelines should he bear in mind for resolving complaints and grievances effectively in the workplace?

What must take place in order for alternative dispute resolutions to be effective?

Supervisors should be patient and keep an open mind when hearing a complaint or grievance.

Nonunionized employees are sometimes afraid to bring their complaints to their supervisor.

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

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

Which of the following statements is true about the accommodate style of conflict resolution?

What type of conflict occurs between individuals because of what should be done or what should occur?

Which of the following is true regarding the role of the supervisor at the initial step in resolving a complaint or grievance?

The primary strength of the accommodate style of conflict resolution is that:

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

A _____ is best described as a person who withholds effort and could be much more productive but makes a persistent,conscious decision not to be.

It is unusual for an aggrieved union employee to present a grievance to the supervisor without the shop steward present.

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