Deck 14: Resolving Conflicts

Question 1

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

Answer 1

False

Question 2

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

Answer 2

True

Question 3

Grievance procedures are typically resolved in the court of law.

Answer 3

False

Question 4

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

Question 5

The compromise style of conflict resolution is best described as "I win,you win."

Question 6

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

Question 7

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

Question 8

Ray found a solution to a conflict that could be characterized as "I win,you win." He is using the collaborative conflict resolution style.

Question 9

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

Question 10

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

Question 11

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

Question 12

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

Question 13

Substantive conflict occurs because of disagreement over what should be done or what should occur.

Question 14

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

Question 15

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

Question 16

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

Question 17

Generally speaking,nonunionized employees have no way to resolve job-related disputes or problems.

Question 18

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

Question 19

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

Question 20

The compromise style of conflict resolution is best described as "I win,you win."

Question 21

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

Question 22

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

Question 23

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

Question 24

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

Question 25

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

Question 26

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

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

Question 27

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

Question 28

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

Question 29

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

Question 30

Arriving at a speedy settlement should not outweigh the importance of a sound decision.

Question 31

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?

A)Procedural conflict
B)Substantive conflict
C)Constructive conflict
D)Dysfunctional conflict

Question 32

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

Question 33

If a supervisor delays hearing a grievance or complaint,employees will likely interpret it to mean that the supervisor is carefully considering the facts of the case.

Question 34

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

Question 35

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

Question 36

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 _____.

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

Question 37

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

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

Question 38

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

Question 39

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

Question 40

Most supervisors are trained in the fine points of labor law as part of their job and are therefore highly qualified to resolve complaints involving aspects of equal employment opportunity.

Question 41

Margie was stressed out about a conflict at work.She,however,worked through it,and once it was resolved,came to realize that she had learned a great deal through talking out differences and settling on a course of action that met everyone's needs.This is an example of _____.

A)constructive conflict
B)dysfunctional conflict
C)personalized conflict
D)affective conflict

Question 42

Bob,a union worker,has been having trouble at work with his boss,whom he believes has been treating him unfairly.He decides to formally lodge a complaint against his boss with the union so that the union members can present his complaint to another management representative in the company.This is known as _____.

A)bullying
B)negotiation
C)a complaint
D)a grievance

Question 43

Xena is a manager at Ex fox Co.She finds two of her subordinates arguing about which format to follow for their power-point presentation.Since the issue at hand is trivial and the conflict seems constructive,Xena decides not to interfere and chooses to ignore the conflict.Which of the following conflict-resolution styles has she adopted in this scenario?

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

Question 44

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

A)the company's human resources department.
B)labor union representatives.
C)a neutral arbitrator.
D)the company's top management.

Question 45

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.

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

Question 46

The collaborate style is usually characterized as:

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

Question 47

Elvira is having problems with a colleague at work.To resolve the issue,she wants to follow the formal dispute resolution program that is in place at work.What is the first level of dispute resolution that she must complete?

A)Local management review
B)External review
C)Nonbinding mediation
D)Binding arbitration

Question 48

Workplace conflict has increased in the world today because:

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 49

Someone with a competing style of conflict resolution tends to:

A)dominate.
B)avoid.
C)concede.
D)identify common ground.

Question 50

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

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

Question 51

Which of the following conflict resolution styles implies the rule of reciprocity?

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

Question 52

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

A)A neutral arbitrator
B)The supervisor
C)An HR staff member
D)The chief executive officer

Question 53

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

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 54

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?

A)Dysfunctional conflict
B)Functional conflict
C)Procedural conflict
D)Substantive conflict

Question 55

The collaborate style of conflict resolution is characterized as:

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

Question 56

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

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 57

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?

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

Question 58

Approaches to processing and deciding employee complaints internally as an alternative to lawsuits have been collectively labeled as _____.

A)negotiation
B)alternative dispute resolution
C)dispute litigation
D)delegation

Question 59

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?

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

Question 60

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?

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

Question 61

Describe the five conflict resolution styles.

Question 62

Distinguish between substantive and personalized conflict.

Question 63

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

A)Distinguish facts from opinions
B)Attempt to set precedents
C)Determine the real issue
D)Minimize delays in reaching a decision

Question 64

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

A)One of the primary objectives of such procedures is to avoid costly litigation.
B)Such procedures do not apply to nonunion hourly employees.
C)In such procedures, complaints are handled externally.
D)Such procedures cannot be used to handle discrimination charges.

Question 65

Which of the following is true of the role of supervisors in resolving complaints and grievances?

A)They must avoid seeking assistance from HR staff or higher-level managers.
B)They have the authority to make exceptions to policies whenever they choose.
C)They should avoid engaging in shouting matches or "talking down" to their employees.
D)They should attempt to grant questionable complaints or grievances to avoid hassles.

Question 66

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

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 67

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?

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 68

One of the disadvantages of online dispute resolution (ODR)is that:

A)it is not cost-effective.
B)it always leads to complex jurisdictional issues.
C)it tends to slow down the process of adjudicating disputes.
D)it addresses just a limited range of disputes.

Question 69

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

Question 70

In resolving a grievance,it is unusual for an aggrieved employee to present a grievance to a supervisor in the absence of:

A)the shop steward.
B)an outside arbitrator.
C)the Director of the Human Resources Department.
D)a mediator.

Question 71

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

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 72

What are supervisory guidelines for resolving complaints and grievances?

Question 73

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

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 74

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

Question 75

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

Question 76

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

A)the supervisor should listen to the shop steward if the steward does not bring the employee
B)the departmental steward cannot present a grievance to the supervisor in the absence of the aggrieved employee
C)the supervisor cannot speak with the employee directly in front of the steward
D)the supervisor should not listen to an aggrieved employee if the employee presents a grievance in the absence of the steward

Question 77

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

A)Local management review
B)External review
C)Nonbinding mediation
D)Binding arbitration

Question 78

What are the main differences between workplace complaints and workplace grievances?