Deck 6: Dealing With Conflict

Question 1

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

Answer 1

True

Question 2

Very little conflict within an organization is a sign of well-thought out management practices.

Answer 2

False

Question 3

Anger can lead to assertive behavior to resolve problems.

Answer 3

True

Question 4

Assertiveness is the process of expressing thoughts and feelings while getting what one wants through any possible way.

Question 5

The accommodating approach is unassertive and cooperative.

Question 6

Crossed transactions occur when a message seems to be coming from one ego state, but in reality it is coming from another.

Question 7

Collaboration is not always appropriate in supervisor-employee conflicts.

Question 8

Workplace violence is often spontaneous.

Question 9

Confronters are successful at resolving conflict when they wait long enough before confronting the other party and do it in an emotional state.

Question 10

The collaborating style is appropriate when time is short.

Question 11

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

Question 12

People low on the personality adjustment dimension, using aggressive behavior, are more apt to become angry and violent.

Question 13

Being afraid to be assertive is not a problem; it's not being assertive when one is afraid that's the problem.

Question 14

The compromising style is appropriate to use when time is short.

Question 15

A key factor in controlling your anger is using passive behavior.

Question 16

The advantage of the forcing conflict management style is that better organizational decisions will be made rather than less effective, compromised decisions.

Question 17

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

Question 18

It is best to be in the natural child ego state if the person with whom you are interacting is in the adult ego state.

Question 19

The collaborating conflict style user attempts to resolve the conflict through assertive give-and-take concessions.

Question 20

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

Question 21

"Can you help me arrange tomorrow's schedule?" "Sure. I don't mind" (thinking-I'll arrange it to my convenience). Which of the following transactions is this an example of?

A) Crossed
B) Complementary
C) Responsive
D) Ulterior

Question 22

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

A) aggressive behavior
B) passive behavior
C) assertive behavior
D) strokes

Question 23

The _____ controls the conversation using advising responses.

A) sympathetic parent
B) critical parent
C) natural child
D) adult

Question 24

"I need you to make a presentation to a potential client today." "Why do I have to do it? Can't you get someone else to do it?" Which of the following transactions is this an example of?

A) Crossed
B) Complementary
C) Responsive
D) Ulterior

Question 25

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

A) crossed
B) ulterior
C) complementary
D) concealed

Question 26

_____ comes primarily through the adapted child and the critical parent ego states.

A) Aggressiveness
B) Assertiveness
C) Passivity
D) Nonassertiveness

Question 27

The _____ uses reassuring responses that are protecting, permitting, and consoling.

A) sympathetic parent
B) critical parent
C) natural child
D) adapted child

Question 28

"I missed out on some figures and now I have to redo the entire report." "It happens to all of us at some point." Which of the following transactions is this an example of?

A) Crossed
B) Interior
C) Complementary
D) Ulterior

Question 29

"Please review these figures by Monday and give me a report." "I'll have it ready first thing in the morning." Which of the following transactions is this an example of?

A) Crossed
B) Complementary
C) Responsive
D) Ulterior

Question 30

In a(n) _____ transaction, the sender of a message gets the intended response from the receiver.

A) crossed
B) ulterior
C) complementary
D) concealed

Question 31

The life position of an assertive person is:

A) "I'm OK-You're not OK."
B) "I'm OK-You're OK."
C) "I'm not OK-You're OK."
D) "I'm not OK-You're not OK."

Question 32

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

A) Aggressiveness
B) Assertiveness
C) Passivity
D) Nonassertiveness

Question 33

A manager assigns merit raises to employees based on performance. An employee comes to the manager to complain about not getting a higher merit raise. Which of the following is an adult response?

A) "I want to know why I didn't get a larger merit raise."
B) "Bill got a larger merit raise than I did. Will you please explain what Bill does that I don't so that I can do better the next round?"
C) "It's your job to give objective and fair merit raises. So why didn't you do it?"
D) "You were not fair in giving me that merit raise. I'm a better worker than the two people who got the largest raises?"

Question 34

The _____ uses probing responses that show curiosity, fun, fantasy, or impulsiveness.

A) sympathetic parent
B) critical parent
C) natural child
D) adapted child

Question 35

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

A) Assertiveness
B) Aggressiveness
C) Performance
D) Stroking

Question 36

_____ behavior is generally the most effective method of getting what you want while not taking advantage of others.

A) Passive
B) Aggressive
C) Assertive
D) Hostile

Question 37

In a(n) _____ transaction, the sender does not get the expected response.

A) crossed
B) ulterior
C) complementary
D) concealed

Question 38

The _____ responds with confrontational advising responses that express rebelliousness.

A) sympathetic parent
B) critical parent
C) natural child
D) adapted child

Question 39

_____ behavior is an avoidance of behavior or an accommodation of the other party's wishes without standing up for one's own rights.

A) Passive
B) Aggressive
C) Assertive
D) Hostile

Question 40

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?

A) "It's not my fault, and they can't be redone. See you later."
B) "I'm sorry it happened. Shall I try stretching the shoes to make them fit?"
C) "You must have been disappointed. It's a nice pair of shoes. What can I do to make it up to you?"
D) "That's funny; it never happened before."

Question 41

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

A) fail to make their expectations known to others.
B) are usually aggressively pursuing their goals.
C) tend to be empathic toward their colleagues.
D) use reflecting statements to aggravate a problem.

Question 42

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

A) Passive
B) Assertive
C) Complementary
D) Aggressive

Question 43

"Sure, I'll look over those numbers once again," said Sam walking out in a huff and slamming the door. This is a case of _____ behavior.

A) aggressive
B) passive
C) assertive
D) passive-aggressive

Question 44

The _____ conflict style user attempts to resolve the conflict by passively giving in to the other party.

A) forcing
B) avoiding
C) accommodating
D) compromising

Question 45

Which of the following is one of the main reasons for conflict?

A) People tend to be empathic toward their colleagues.
B) People try to find humor in difficult situations.
C) People assume that their expectations match the ones others have.
D) People use reflecting statements to aggravate a problem.

Question 46

Which of the following helps one get rid of anger?

A) Being empathic and using reflecting statements
B) Giving orders or ultimatums
C) Developing positive affirmations
D) Encouraging people to vent anger in appropriate ways

Question 47

A key factor in controlling anger is being:

A) assertive instead of passive.
B) passive instead of aggressive.
C) aggressive instead of assertive.
D) passive-aggressive instead of assertive.

Question 48

The _____ conflict style user assertively attempts to resolve the conflict with the best solution agreeable to all parties.

A) collaborating
B) avoiding
C) accommodating
D) compromising

Question 49

Which of the following is a positive outcome of anger?

A) Aggressive behavior
B) Assertive behavior
C) Perception issues
D) Passive behavior

Question 50

The _____ conflict style user attempts to passively ignore the conflict rather than resolve it.

A) forcing
B) avoiding
C) accommodating
D) compromising

Question 51

Which of the following helps one deal with the anger of others?

A) Developing positive affirmations
B) Being empathic and using reflecting statements
C) Giving orders or ultimatums
D) Using an anger journal

Question 52

"It's not really important, but I was wondering if I could talk to you about my annual raise." This is an example of a(n) _____ response.

A) aggressive
B) passive
C) passive-aggressive
D) assertive

Question 53

The user of the _____ style attempts to resolve a conflict by using aggressive behavior.

A) forcing
B) avoiding
C) accommodating
D) compromising

Question 54

The _____ conflict style user attempts to resolve the conflict through assertive give-and-take concessions.

A) collaborating
B) avoiding
C) accommodating
D) compromising

Question 55

The very first step toward preventing workplace violence is:

A) training all employees to deal with anger.
B) screening job applicants with violent histories.
C) hiring a security agency to prevent any untoward incident from taking place.
D) creating a written policy addressing workplace violence.

Question 56

Which of the following is an advantage of the forcing style of conflict management?

A) Maintaining relationships that would be hurt through conflict resolution
B) Making better organizational decisions
C) Curbing hostility and resentment
D) Choosing the best solution to the conflict

Question 57

"I would prefer you keeping me informed the next time you decide to come to work late so that I may make alternate plans." This is an example of a(n) _____ response.

A) assertive
B) passive
C) passive-aggressive
D) aggressive

Question 58

Cindy didn't say anything the first time Carl jostled her as they passed in the hall. On the way back, he did it again. This time, Cindy caught his eye, smiled, and said, "Carl, you should signal before crossing into my lane." Cindy's behavior is best described as _____.

A) aggressive
B) passive
C) assertive
D) passive-aggressive

Question 59

Which of the following phrases will a passive person most likely use?

A) "You need to know…"
B) "No. I won't be able to…"
C) "I would like…"
D) "I don't want to bother you, but…"

Question 60

You have been asked out on a date by a coworker you are not attracted to. In fact, you don't really like the person. Which of the following is an assertive behavioral response?

A) Agree to go out on the date.
B) "Are you kidding me? I wouldn't go out with you."
C) "I'm sorry, but you're not my type."
D) "I'm sorry, but I'm busy that night."

Question 61

Give an example of a conflict situation you face or have faced. Identify and explain the appropriate conflict management style to use.

Question 62

Which of the following is a step in initiating conflict resolution?

A) Listening to and paraphrasing the problem using the XYZ model
B) Asking for, and/or giving, alternative solutions
C) Implementing one's plan persistently
D) Agreeing with some aspect of the complaint

Question 63

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

Question 64

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.

Question 65

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?

A) Avoiding
B) Collaborating
C) Forcing
D) Compromising

Question 66

Describe a conflict you observed in an organization, preferably an organization with which you are, or were associated. Explain the conflict in terms of the people involved and the reasons for the conflict.

Question 67

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?

A) Accommodating
B) Collaborating
C) Avoiding
D) Forcing

Question 68

Keeping in mind the uncertain economic conditions, the workers at a steel plant agree to a lower wage package in exchange for job security. What type of conflict management style is this?

A) Avoiding
B) Collaborating
C) Accommodating
D) Compromising

Question 69

The first step in responding to conflict resolution is to:

A) plan to maintain ownership of the problem using the XYZ model.
B) have each party state his or her complaint using the XYZ model.
C) make an agreement for change.
D) listen to and paraphrase the problem using the XYZ model.

Question 70

Identify your present or a past boss's life position and use of stroking.

Question 71

Recall an example of when you used or observed passive-aggressive behavior. How did it affect human relations?

Question 72

You have been bringing in food and drinks and putting them in the refrigerator at work. Your coworker, Chris, has been taking them without asking. You don't think it's fair for Chris to take your food and drinks. Which of the following would you say as your XYZ statement to initiate conflict resolution?

A) "Chris, you have been taking my food, and I don't get to eat it. I feel as though you are taking advantage of me."
B) "Chris, this is very rude of you, the way you eat my food without asking."
C) "Chris, why don't you get your own food and drinks and stop having mine."
D) "Chris, I feel you are taking advantage of me by taking my food and drinks. You need to stop it."

Question 73

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.

A) avoiding
B) collaborating
C) forcing
D) compromising

Question 74

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

Question 75

Felix and Hannah have to conduct a market survey for a client. They cannot decide how to divide the work between them. Finally, they agree that Felix will be in charge of preparing the survey questionnaire and the presentation file while Hannah will take care of analyzing the data and presenting the findings to the client. Which of the following conflict management styles have the two used here?

A) Avoiding
B) Accommodating
C) Collaborating
D) Compromising

Question 76

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

Question 77

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

Question 78

Amanda always reaches work half an hour late. However her boss, Jill, never confronts her about her tardiness. Which of the following conflict management styles is Jill using?

A) Forcing
B) Collaborating
C) Avoiding
D) Compromising

Question 79

Michelle has a packed schedule for the entire week. Her colleague asks her to help with the induction program scheduled for the company's new recruits. Michelle agrees to help. Which of the following conflict management styles is Michelle using?

A) Collaborating
B) Accommodating
C) Avoiding
D) Compromising

Question 80

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