Question 1

What would be the last step in the ADR process?

Accepted Answer

A)  Peer review 
B)  Mediation 
C)  Arbitration 
D)  Fact-finding

Question 2

The main ingredients of conflict are:

Accepted Answer

A)  feelings, values, perceptions, events, desires and beliefs. 
B)  values, power, situations, events, needs, feelings and perceptions. 
C)  perceptions. 
D)  Both a and c 
E)  desires, needs, perceptions, power, feelings, and values.

Question 3

Which of the following results when there is a high concern for one's own interest or one's own group?

Accepted Answer

A)  Accommodation 
B)  Avoidance 
C)  Compromise 
D)  Competition

Question 4

To is to give variety to something; to engage in varied operations; to distribute over a wide range of types or classes.

Accepted Answer

A)  diversity 
B)  variegate 
C)  diversify 
D)  distribute 
E)  None of the above.

Question 5

Which of the following is false regarding conflict?

Accepted Answer

A)  Not all conflict is bad. 
B)  Conflict arises when one individual has an opposing viewpoint on a subject. 
C)  Most conflicts are fueled because one's interests or values are challenged. 
D)  Conflicts are bound to arise when needs are ignored. 
E)  None of the above.

Question 6

A voluntary and confidential process in which a neutral third-party facilitator trained in mediation techniques negotiates a mutually acceptable settlement is a:

Accepted Answer

A)  mediation. 
B)  peer review. 
C)  third-party investigation. 
D)  arbitration. 
E)  independent inquiry.

Question 7

The first step in the mediation process is:

Accepted Answer

A)  formalizing agreements. 
B)  framing issues. 
C)  developing options. 
D)  gathering information.

Question 8

Which of the following is false regarding conflict prevention?

Accepted Answer

A)  As a manager, you should pay close attention to your employees. 
B)  You can prevent conflict by listening actively. 
C)  Try not to display a sense of humor. 
D)  Conflict is bound to arise in any atmosphere that requires interdependency between people at work. 
E)  Both c and d

Question 9

A neutral third party, from inside or outside the organization, confidently investigates complaints and proposes resolutions. This is (a):

Accepted Answer

A)  fact-finding. 
B)  third-party investigation. 
C)  mediation. 
D)  peer review.

Question 10

All too often the search for a resolution during a conflict is a hasty one. When we rush, we rush others into an agreement. This is called:

Accepted Answer

A)  insurrection. 
B)  brainstorming. 
C)  behavior modification. 
D)  groupthink. 
E)  satisficing.

Question 11

Which of the following restricts employers from making employment decisions based on arrest records, since doing so may unfairly discriminate against minority groups?

Accepted Answer

A)  Employment Discriminatory Act 
B)  Americans with Disabilities Act 
C)  Occupational Safety Standard 
D)  Title VII of the Civil Rights Act

Question 12

Which of the following is not a common cause of conflict in the workplace?

Accepted Answer

A)  Lack of communication 
B)  Overworked employees 
C)  Poor management/leadership 
D)  Inability to perform job functions 
E)  Stress

Question 13

Feelings and emotions are a main cause of conflict.

Accepted Answer

A) True 
 B)False

Question 14

According to the text, the "root" of conflict is:

Accepted Answer

A)  interdependency. 
B)  opposing values. 
C)  opposing beliefs. 
D)  lack of proper handling. 
E)  intercultural misunderstanding.

Question 15

The last step in the process of mediation is:

Accepted Answer

A)  formalizing agreements. 
B)  implement. 
C)  developing options. 
D)  negotiation. 
E)  conclusion.

Question 16

The steps in the conflict management process are:

Accepted Answer

A)  Compromise, collaboration, competition, accommodation 
B)  Strategy, Analyze, negotiate, mediate, implement 
C)  Analyze, strategy, prenegotiate, negotiate, implement. 
D)  A and C

Question 17

and are the main cause of conflict.

Accepted Answer

A)  Morals, values 
B)  Needs, desires 
C)  Anger, frustration 
D)  Feelings, emotions 
E)  Perceptions, personalities

Question 18

Conflict management is the application of strategies to settle opposing ideas, goals, and/or objectives in a positive manner.

Accepted Answer

A) True 
 B)False

Question 19

Compromise results most often when concerns for others is of high importance.

Accepted Answer

A) True 
 B)False

Question 20

Deeply held beliefs are:

Accepted Answer

A)  needs. 
B)  feelings. 
C)  desires. 
D)  values. 
E)  wants.

Exam 11: Conflict Management, Resolution, and Prevention

What would be the last step in the ADR process?

The main ingredients of conflict are:

Which of the following results when there is a high concern for one's own interest or one's own group?

To is to give variety to something; to engage in varied operations; to distribute over a wide range of types or classes.

Which of the following is false regarding conflict?

A voluntary and confidential process in which a neutral third-party facilitator trained in mediation techniques negotiates a mutually acceptable settlement is a:

The first step in the mediation process is:

Which of the following is false regarding conflict prevention?

A neutral third party, from inside or outside the organization, confidently investigates complaints and proposes resolutions. This is (a) :

All too often the search for a resolution during a conflict is a hasty one. When we rush, we rush others into an agreement. This is called:

Which of the following restricts employers from making employment decisions based on arrest records, since doing so may unfairly discriminate against minority groups?

Which of the following is not a common cause of conflict in the workplace?

Feelings and emotions are a main cause of conflict.

According to the text, the "root" of conflict is:

The last step in the process of mediation is:

The steps in the conflict management process are:

and are the main cause of conflict.

Conflict management is the application of strategies to settle opposing ideas, goals, and/or objectives in a positive manner.

Compromise results most often when concerns for others is of high importance.

Deeply held beliefs are: