Exam 6: Dealing With Conflict

Dan regularly gives in to his employees' requests for extensions on deadlines. As a result, he often has to apologize to clients for the delays. Which of the following conflict management styles is Dan using?

Recall an actual conflict you faced. Identify passive, aggressive, and assertive responses to the situation.

In a(n) _____ transaction, the person appears to be in one ego state, but his or her behavior comes from a different ego state.

Which conflict management style do you use most often? Why do you tend to use this conflict style? How can you become more collaborative?

When an employee is in the adapted child ego state, the manager should not behave similarly.

One of the primary reasons why conflict occurs is because people:

The _____ controls the conversation using advising responses.

The _____ style of conflict management is appropriate to use when all parties have a strong interest in different solutions and time is short.

"You had better have that draft proposal ready by noon, or else." Which of the following behaviors is this an example of?

In spite of repeated reminders, Edward still hasn't updated the production schedule. Richard, his boss, should use the _____ conflict management style in this situation.

Recall a situation in which you were angry with someone. What was the cause of your anger? Did you display any signs of potential violence? If so, what were they? How well did you deal with your anger? Give the specific tips you did and did not follow.

It is appropriate to be in the parent ego state if the person with whom you are interacting is acting like a child.

All human relations rely on unwritten, implicit expectations by each party, called the _____.

Three colleagues have been given the responsibility of coming up with a policy regarding Internet use during working hours. All of them have different opinions about what it should entail. What would be the appropriate conflict management style to use in this case?

When employees are in a conflict, the mediating manager should make them realize that it's their problem, not his.

_____ is the process of expressing thoughts and feelings while asking for what one wants in an appropriate way.

A customer brought a pair of shoes to be re-soled. Later, at home she realized the shoes were now too tight. She returned to the shoe shop and said, "What's wrong with you? Don't you know how to put new soles on without making the shoe smaller?" Which of the following is a natural child response?

When people stand up for their rights without violating the rights of others, they are using _____.

Give an example of an ulterior transaction you experienced. Be sure to identify the ego states involved.

_____ is any behavior that implies recognition of another's presence.