Question 1

When the government gets involved in a management-labor union dispute,the conflict management process is called ____________________.

Accepted Answer

The answer of When the government gets involved in a...

Question 2

When it results in a misunderstanding that causes two or more parties to perceive a disagreement,ineffective communication can serve as a(n) _____.

Accepted Answer

Ineffective communication can result in a misunderstanding, which can trigger a conflict between two or more parties, leading to a perceived disagreement. Therefore, option C, conflict trigger, is the best choice.

Question 3

When trying to resolve conflict,the next step after clarifying the perceptions of all parties is to:​

Accepted Answer

Once perceptions have been clarified, the next step is to generate options that can resolve the conflict. This involves brainstorming potential solutions and evaluating their feasibility and effectiveness in resolving the issue. Collecting facts about the root causes of the problem and understanding other points of view are important steps, but they should come after generating potential solutions. Checking for misunderstandings or disagreements is also important, but should have been done during the clarification of perceptions.

Question 4

When both sides of a conflict look for a solution,negotiate to fix the problem,agree not to assign blame,and engage in dialogue where each side attempts to get the other side to understand its concerns,this represents a(n) ____________________ approach to negotiation.

Accepted Answer

The answer of When both sides of a conflict look...

Question 5

A(n) ____________________ is an appropriate conflict management style when resolving the conflict is not worth the potential damage to the relationship.

Accepted Answer

The answer of A(n) ____________________ is an appropriate conflict management...

Question 6

When dealing with a(n) ____________________,the best strategy is to acknowledge their expertise but be prepared with your facts.

Accepted Answer

The answer of When dealing with a(n) ____________________,the best strategy...

Question 7

The majority of employment contracts are settled through ____________________,a process that defines the rights and privileges of both sides involved in the conflict.

Accepted Answer

The answer of The majority of employment contracts are settled...

Question 8

Oftentimes ____________________ is perceived as a negative experience in our society when,in reality,it can serve as an opportunity for personal growth.

Accepted Answer

The answer of Oftentimes ____________________ is perceived as a negative...

Question 9

Freelance workers who can be hired for on-demand projects through smartphone apps:

Accepted Answer

Freelance workers who are hired for on-demand projects through smartphone apps are typically classified as independent contractors, meaning they are not entitled to the same benefits and protections as full-time employees. Additionally, the companies that employ them often benefit more from this arrangement due to the lower costs associated with not providing benefits or paying taxes on behalf of these workers.

Question 10

When you are in the middle of settling a dispute and the conversation is becoming heated,it is important to create a _____________________ so that the parties can continue to be open and honest.

Accepted Answer

The answer of When you are in the middle of...

Question 11

Chen wants to take on greater responsibilities at work.At his next meeting with his boss,he says,"I would really like to manage the Henderson account.Do you feel I am ready for that assignment?" Chen has used a(n) ____________________ approach to communicating his desire.

Accepted Answer

The answer of Chen wants to take on greater responsibilities...

Question 12

Case 13.1
​
There is a major conflict going on in Andy's department.Workers do not trust Andy.They resent his authoritarian style,and they resist his instructions and suggestions.Andy sees the workers as "drones," and they think of him as "Darth Vader." Initially,Andy's manager tells the workers to "put up with it" and to "get back to work." He refuses to listen to their complaints and imposes his instructions with a threat of discipline.A group of employees discusses the problem.Jane suggests that they just drop it and go back to work.She doesn't want to lose her job and fears that even if they win,their working relationship with Andy will be damaged beyond repair.Malcolm suggests that they go back to Andy's boss and explain that they think talking about Andy's behavior could improve productivity and quality.He tells the group they ought to write down and present the substance of their concerns,not just attack Andy's management style.Malcolm thinks they can work this out without removing Andy or getting fired themselves.
-Refer to Case 13.1.The basic cause of this conflict is

Accepted Answer

The conflict in Andy's department is caused by his adversarial management style, where he sees workers as "drones" and imposes his instructions with a threat of discipline. This has resulted in a lack of trust and resentment towards Andy, leading to conflict in the workplace.

Question 13

Case 13.1
​
There is a major conflict going on in Andy's department.Workers do not trust Andy.They resent his authoritarian style,and they resist his instructions and suggestions.Andy sees the workers as "drones," and they think of him as "Darth Vader." Initially,Andy's manager tells the workers to "put up with it" and to "get back to work." He refuses to listen to their complaints and imposes his instructions with a threat of discipline.A group of employees discusses the problem.Jane suggests that they just drop it and go back to work.She doesn't want to lose her job and fears that even if they win,their working relationship with Andy will be damaged beyond repair.Malcolm suggests that they go back to Andy's boss and explain that they think talking about Andy's behavior could improve productivity and quality.He tells the group they ought to write down and present the substance of their concerns,not just attack Andy's management style.Malcolm thinks they can work this out without removing Andy or getting fired themselves.
-Refer to Case 13.1.If the company leadership wants to have a meaningful dialog with Malcolm and his coworkers,they need to ____.

Accepted Answer

In order to have a meaningful dialog with Malcolm and his coworkers, the company leadership needs to ensure a safe environment for the negotiations. This means addressing any concerns about retaliation or intimidation and providing a space where all parties can express their concerns without fear of repercussions. This will help build trust and encourage open communication, which is essential for resolving conflicts and improving productivity.

Question 14

Case 13.1
​
There is a major conflict going on in Andy's department.Workers do not trust Andy.They resent his authoritarian style,and they resist his instructions and suggestions.Andy sees the workers as "drones," and they think of him as "Darth Vader." Initially,Andy's manager tells the workers to "put up with it" and to "get back to work." He refuses to listen to their complaints and imposes his instructions with a threat of discipline.A group of employees discusses the problem.Jane suggests that they just drop it and go back to work.She doesn't want to lose her job and fears that even if they win,their working relationship with Andy will be damaged beyond repair.Malcolm suggests that they go back to Andy's boss and explain that they think talking about Andy's behavior could improve productivity and quality.He tells the group they ought to write down and present the substance of their concerns,not just attack Andy's management style.Malcolm thinks they can work this out without removing Andy or getting fired themselves.
-Refer to Case 13.1.By presenting the substance of their concerns,Malcolm is engaging in which step of the conflict resolution process?​

Accepted Answer

By suggesting that they write down and present the substance of their concerns, Malcolm is engaging in the step of defining the problem in the conflict resolution process. He is helping the group to identify the specific issue they have with Andy's behavior and articulate it in a clear and objective manner to Andy's boss. This step is important in resolving conflicts because it helps to avoid misunderstandings and ensures that all parties are working toward the same resolution.

Question 15

Case 13.1
​
There is a major conflict going on in Andy's department.Workers do not trust Andy.They resent his authoritarian style,and they resist his instructions and suggestions.Andy sees the workers as "drones," and they think of him as "Darth Vader." Initially,Andy's manager tells the workers to "put up with it" and to "get back to work." He refuses to listen to their complaints and imposes his instructions with a threat of discipline.A group of employees discusses the problem.Jane suggests that they just drop it and go back to work.She doesn't want to lose her job and fears that even if they win,their working relationship with Andy will be damaged beyond repair.Malcolm suggests that they go back to Andy's boss and explain that they think talking about Andy's behavior could improve productivity and quality.He tells the group they ought to write down and present the substance of their concerns,not just attack Andy's management style.Malcolm thinks they can work this out without removing Andy or getting fired themselves.
-Refer to Case 13.1.Andy's boss is demonstrating ____ behavior.

Accepted Answer

Andy's boss is demonstrating aggressive behavior by refusing to listen to the employees' complaints, imposing instructions with a threat of discipline, and telling the workers to "put up with it" and "get back to work." This approach is confrontational and disregards the employees' concerns.

Question 16

Malik's boss,Lina,told the staff,"We need to improve customer service." Malik later told Lina that he felt bothered by her statement since he feels he is exceptionally attentive to the customers' needs.Lina didn't mean to imply Malik's performance was subpar,but rather phrased her statement so as not to draw attention to any one person in the room.Malik and Lina experienced a(n) ____________________.

Accepted Answer

The answer of Malik's boss,Lina,told the staff,"We need to improve...

Question 17

Case 13.1
​
There is a major conflict going on in Andy's department.Workers do not trust Andy.They resent his authoritarian style,and they resist his instructions and suggestions.Andy sees the workers as "drones," and they think of him as "Darth Vader." Initially,Andy's manager tells the workers to "put up with it" and to "get back to work." He refuses to listen to their complaints and imposes his instructions with a threat of discipline.A group of employees discusses the problem.Jane suggests that they just drop it and go back to work.She doesn't want to lose her job and fears that even if they win,their working relationship with Andy will be damaged beyond repair.Malcolm suggests that they go back to Andy's boss and explain that they think talking about Andy's behavior could improve productivity and quality.He tells the group they ought to write down and present the substance of their concerns,not just attack Andy's management style.Malcolm thinks they can work this out without removing Andy or getting fired themselves.
-Refer to Case 13.1.Jane has a(n) ____ conflict management style.

Accepted Answer

Jane's conflict management style is accommodating. She is willing to tolerate Andy's behavior in order to avoid negative consequences such as losing her job.

Question 18

A woman who is discussing compensation with her employer before beginning a new job should:​

Accepted Answer

Researching salaries for similar positions is important to understand the market rate and to negotiate effectively. Presenting an offer first can sometimes work against the candidate, and it's not advisable to accept the first offer without negotiation, as there is often room for improvement. Being assertive (but not aggressive) in salary discussions shows confidence and can lead to a better compensation package.

Question 19

Create a unique short scenario that illustrates an example of conflict that could result from work policies and practices.What solutions would you suggest for resolving the conflict?​

Accepted Answer

The answer of Create a unique short scenario that illustrates...

Question 20

If it wasn't for their monthly open-table brainstorming sessions,Ming's employees would have never engaged in a disagreement that resulted in implementing a better customer service plan.The monthly brainstorming session is an example of positive ____________________.

Accepted Answer

The answer of If it wasn't for their monthly open-table...

Quiz 13: Resolving Conflict and Dealing With Difficult People