Deck 6: Managing Conflict

Question 1

The best outcome for conflict at work is:

A) Determining solutions to problems.
B) Having somebody prevails or wins.
C) For people to be able to ignore it and move on.
D) Having the supervisor make the final decision.

Answer 1

Determining solutions to problems.

Question 2

The Thomas-Kilmann Conflict Management styles include all the following except:

A) Arguing.
B) Avoiding.
C) Compromising.
D) Competing.

Answer 2

Arguing.

Question 3

Compromise can be an effective strategy if:

A) Most people agree.
B) Conflict has been largely avoided.
C) Both parties accept the decision or outcome.
D) The safest choice is made.

Answer 3

Both parties accept the decision or outcome.

Question 4

Among the various conflict management styles, collaborating is:

A) An ineffective method that leads to weak decision making.
B) A way to minimize outspoken or opinionated people.
C) Usually the optimal style.
D) Difficult because it requires everyone to agree.

Question 5

Accommodating can be a poor conflict management style because:

A) It is characterized by politeness and civility.
B) It may lead to the perception of your always giving in and being indecisive.
C) It leads to poor outcomes.
D) It involves winners and losers.

Question 6

The four generations currently in the workplace together include all the following except:

A) Millennials.
B) Baby Boomers.
C) Traditionals.
D) The Beat Generation.

Question 7

Although opportunities in the health professions are generally good, promotions and job security can be difficult because:

A) Patients are more demanding.
B) Health facilities are focusing more on cost controls.
C) Government programs make advancement difficult.
D) Baby Boomers are crowding out younger workers.

Question 8

When co-workers come into conflict, the most important thing to remember is:

A) Some people just have difficult personalities.
B) Try to get Human Resources involved.
C) Patient care and safety is paramount.
D) Keep calm and carry on.

Question 9

All the following are good conflict management strategies except:

A) Reframing.
B) Referencing your personal goals and mission.
C) Forcing your views and ideas on others.
D) Being objective, as if you were a third-party mediator.

Question 10

Collaborating involves all the following except:

A) Finding common ground.
B) Setting a positive example.
C) Referencing evidence.
D) Working with some people to prevail over other people.

Question 11

When confronted with bullying behavior at work, the worst thing you can do is:

A) Respond in an angry, argumentative manner.
B) Focus on the bully's actual behavior.
C) Calmly present facts and reasoned analysis.
D) Take a moment to choose your response and not get emotional.

Question 12

A co-worker that intentionally makes you look bad in front of others but tries to appear innocent is an example of a:

A) Bully.
B) Liar.
C) Know-It-All.
D) Provocateur.

Question 13

"Know-it-alls" are motivated by all the following except:

A) Advancement.
B) Appreciation.
C) Attention.
D) The need to boost self-esteem.

Question 14

The best way to respond to "Know-it-alls" is:

A) Ignore them.
B) Ask open-ended questions.
C) Give them a broader forum.
D) Politely challenge their knowledge.

Question 15

The best way to respond to a patient that is difficult, angry or anxious is:

A) To treat the patient like every other patient.
B) To listen to the patient's concerns.
C) To tell the patient not to be angry or anxious and to calm down.
D) To report the patient to your supervisor.

Question 16

The best method for managing a co-worker that is introverted and very shy is:

A) To force the person to speak to you.
B) To assume the person is bullheaded and ignore her.
C) To try to find a common interest to discuss.
D) To try to get another co-worker to talk to that person.

Question 17

The best way to deal with lazy or manipulative co-workers is:

A) Let them do what they want.
B) Not gossiping or complaining about them.
C) Reporting their laziness to your supervisor.
D) Not do more than they do.

Question 18

A co-worker may lie at work for all the following reasons except:

A) Wanting to avoid blame.
B) Avoid embarrassment.
C) Take credit for a co-worker's idea or work.
D) To try to be popular among his co-workers.

Question 19

Your best defense against co-workers that lies is:

A) Embarrass them so they will stop lying.
B) Ask questions until they trip themselves up.
C) Ask questions and present them with facts.
D) Disregard their behavior.

Question 20

All the following are effective approaches to difficult people except:

A) Confront the behavior, especially if they are extremely angry.
B) Ignore the behavior.
C) Control your own response.
D) Discuss the problem.