Question 1

An important feature of the confront-contain-connect technique of managing anger in others is to find a relatively private place where the angry person can vent his or her frustrations.

Accepted Answer

A) True 
 B)False

Question 2

Diane still uses the old technique of counting to ten when she is angry, but this is no longer considered a valuable technique.

Accepted Answer

A) True 
 B)False

Question 3

The attitude, "take the problem professionally not personally" is based on the fact that many difficult people are out to get you.

Accepted Answer

A) True 
 B)False

Question 4

A person who resolves conflict through cognitive restructuring searches for the beneficial aspects in a negative situation, thereby decreasing the area for dispute.

Accepted Answer

A) True 
 B)False

Question 5

A recommended approach for a man to defend against false accusations of sexual harassment is to ________.

Accepted Answer

A) announce to others that he is involved in a monogamous relationship with a spouse or friend 
B) head a committee to help prevent sexual harassment in the company 
C) establish a reputation of never engaging in sexual harassment 
D) let women know that he is represented by a lawyer specializing in false charges of sexual harassment

Question 6

A typical side effect from using the technique "disarm the opposition," is the person with whom you are in conflict will then be willing to assist you with your problem.

Accepted Answer

A) True 
 B)False

Question 7

Assume that General Motors (GM)merges with Ford Motor Company. During group meetings of the fused companies, two likely factional groups would be ________.

Accepted Answer

A) truck and automobile groups 
B) finance and marketing groups 
C) top-level management and middle management 
D) former members of GM and Ford

Question 8

A potential problem in dealing with difficult people, especially a high-maintenance person, is that he or she will become overly dependent on you for solutions to problems.

Accepted Answer

A) True 
 B)False

Question 9

In quid pro quo sexual harassment, the harassed person is ________.

Accepted Answer

A) intimidated with sexually-toned language 
B) given favorable treatment because of refusal to grant a sexual favor 
C) ignored because of refusal to grant a sexual favor 
D) given favorable treatment because of granting a sexual favor

Question 10

With respect to listening, a recommended negotiation tactic is to ________.

Accepted Answer

A) be the first to listen 
B) be the last to listen 
C) do the most talking, and let the other side listen 
D) listen only as a last resort

Question 11

Conflict attributed to diversity within teams ________.

Accepted Answer

A) is the most difficult type of conflict to resolve 
B) often benefits the organization when managed well 
C) is usually of short duration 
D) often enhances teamwork

Question 12

A positive side effect noted of workplace conflict is that the people involved often ________.

Accepted Answer

A) receive recognition from management 
B) become more creative 
C) give money to charity out of guilt 
D) find better employment elsewhere

Question 13

Gertrude's boss says to her one day, "You're looking sexy for an old gal." Gertrude retaliates by hiring a lawyer to sue the company for $300,000 for having been sexually harassed, as well as being the victim of age discrimination. Gertrude is using the technique of win-lose conflict resolution.

Accepted Answer

A) True 
 B)False

Question 14

The easiest way to deal with sexual harassment is to ________.

Accepted Answer

A) file a formal complaint at the first hint of harassment 
B) avoid all company social functions where alcohol is served 
C) keep a plaque on your desk listing the various types of sexual harassment 
D) speak up before it becomes serious

Question 15

Pat states clearly what she wants and how she feels in a given situation without being abusive, abrasive, or obnoxious. Pat would fall into the category of ________ people.

Accepted Answer

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

Question 16

Cynthia and Chuck argue over who gets to use the new tablet computer. Their conflict is best classified as ________.

Accepted Answer

A) differences in goals 
B) personal differences 
C) competition over limited resources 
D) the building of stone walls

Question 17

A major cause of work-family conflict is when a person dislikes both his or her job and family.

Accepted Answer

A) True 
 B)False

Question 18

Colby, a coworker of yours, is a high-maintenance person. A caution you might take is to guard against him becoming too dependent on you.

Accepted Answer

A) True 
 B)False

Question 19

To use humor effectively in dealing with difficult people, show them ________.

Accepted Answer

A) how disturbed they really are 
B) that they are a welcome team member 
C) that they are creating synergy 
D) how their behavior is blocking others

Question 20

You ask Louise to gather some important statistical information for your report. Louise is being passive-aggressive when she responds, "What do I look like, an office temp? Go get the information yourself."

Accepted Answer

A) True 
 B)False

Exam 10: Managing Conflict

An important feature of the confront-contain-connect technique of managing anger in others is to find a relatively private place where the angry person can vent his or her frustrations.

Diane still uses the old technique of counting to ten when she is angry, but this is no longer considered a valuable technique.

The attitude, "take the problem professionally not personally" is based on the fact that many difficult people are out to get you.

A person who resolves conflict through cognitive restructuring searches for the beneficial aspects in a negative situation, thereby decreasing the area for dispute.

A recommended approach for a man to defend against false accusations of sexual harassment is to ________.

A typical side effect from using the technique "disarm the opposition," is the person with whom you are in conflict will then be willing to assist you with your problem.

Assume that General Motors (GM) merges with Ford Motor Company. During group meetings of the fused companies, two likely factional groups would be ________.

A potential problem in dealing with difficult people, especially a high-maintenance person, is that he or she will become overly dependent on you for solutions to problems.

In quid pro quo sexual harassment, the harassed person is ________.

With respect to listening, a recommended negotiation tactic is to ________.

Conflict attributed to diversity within teams ________.

A positive side effect noted of workplace conflict is that the people involved often ________.

Gertrude's boss says to her one day, "You're looking sexy for an old gal." Gertrude retaliates by hiring a lawyer to sue the company for $300,000 for having been sexually harassed, as well as being the victim of age discrimination. Gertrude is using the technique of win-lose conflict resolution.

The easiest way to deal with sexual harassment is to ________.

Pat states clearly what she wants and how she feels in a given situation without being abusive, abrasive, or obnoxious. Pat would fall into the category of ________ people.

Cynthia and Chuck argue over who gets to use the new tablet computer. Their conflict is best classified as ________.

A major cause of work-family conflict is when a person dislikes both his or her job and family.

Colby, a coworker of yours, is a high-maintenance person. A caution you might take is to guard against him becoming too dependent on you.

To use humor effectively in dealing with difficult people, show them ________.

You ask Louise to gather some important statistical information for your report. Louise is being passive-aggressive when she responds, "What do I look like, an office temp? Go get the information yourself."