Question 1

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 _____.

Accepted Answer

Margie's experience led to a positive outcome, where everyone's needs were met and she gained valuable insights from the conflict. This reflects a constructive conflict, which is a type of conflict that results in improvements, growth, and innovation.

Question 2

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 _____.

Accepted Answer

The formal lodging of a complaint against one's employer through a union is called a grievance. This is typically done when an employee believes that their employer has violated the terms of their collective bargaining agreement or otherwise treated them unfairly.

Question 3

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?

Accepted Answer

Xena has chosen the withdraw style by ignoring the conflict and not intervening in any way.

Question 4

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

Accepted Answer

In the last step of a grievance procedure, a neutral arbitrator is chosen to provide the final and binding decision. The arbitrator is chosen jointly by the union and management, and their decision is final and legally binding for both parties. The decision is not made by the company's human resources department or top management, nor solely by the labor union representatives.

Question 5

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.

Accepted Answer

A slacker is someone who consciously chooses to withhold effort and not be productive. A bully is someone who uses force or intimidation to control or harm others. A dysfunctional worker implies that there is a problem with the person's ability to work effectively, whereas a slacker can be fully capable but chooses not to be. A team player is someone who works well with others and is committed to achieving team goals, which is the opposite of a slacker.

Question 6

The collaborate style is usually characterized as:

Accepted Answer

The collaborate style is often referred to as the "win-win" style, where both parties work together to find a mutually beneficial solution. Option C represents this by indicating that both parties win in the negotiation. Options A, B, and D do not represent this style accurately. Option A is more aligned with a compromise style, where both parties give up something to reach an agreement. Option B represents a style where one party is accommodating, while the other is competing. Option D is representative of a competitive or win-lose negotiation style.

Question 7

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?

Accepted Answer

The first level of dispute resolution in a formal program is usually local management review. This involves bringing the issue to the attention of your immediate supervisor or manager, who will then work to resolve the issue and come to a mutual agreement with the colleague. If this step does not lead to a resolution, then the next level may involve nonbinding mediation or external review. Binding arbitration is usually the final step, and it is legally binding, meaning both parties must abide by the decision made by the arbitrator.

Question 8

Workplace conflict has increased in the world today because:

Accepted Answer

The answer of Workplace conflict has increased in the world...

Question 9

Someone with a competing style of conflict resolution tends to:

Accepted Answer

Someone with a competing style of conflict resolution tends to dominate and prioritize their own interests and goals over others.

Question 10

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

Accepted Answer

The reciprocity reflex refers to the social norm of responding to a positive action with another positive action, rewarding kind actions.

Question 11

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

Accepted Answer

The answer of Which of the following conflict resolution styles...

Question 12

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

Accepted Answer

The answer of Who among the following is responsible for...

Question 13

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

Accepted Answer

The accommodate style of conflict resolution emphasizes cooperation and often involves one party putting the other's needs before their own. This approach can lead to increased cooperation between parties, as it shows a willingness to prioritize the relationship over the individual's specific desires.

Question 14

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?

Accepted Answer

The conflict between Roberta and Clarence is dysfunctional, as it is negatively affecting the team's productivity and creating a rift among team members. This conflict is not resulting in any positive outcomes for the team.

Question 15

The collaborate style of conflict resolution is characterized as:

Accepted Answer

The collaborate style of conflict resolution focuses on finding mutually beneficial solutions for both parties involved. The goal is for both parties to win and feel satisfied with the outcome. This approach encourages open communication, active listening, and creative problem-solving to find a win-win solution.

Question 16

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

Accepted Answer

The accommodate style of conflict resolution is focused on cooperating and giving in to the other person's needs and desires. This style is often used when the conflict isn't worth the trouble of fighting over or when it's more important to maintain relationships than to win a particular argument.

Question 17

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?

Accepted Answer

The compromise style involves both parties making concessions and finding a middle ground. In this case, Jessica and Margo compromised by using the old logo but incorporating new fonts, which satisfies both of their preferences to some extent.

Question 18

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

Accepted Answer

Approaches to processing and deciding employee complaints internally as an alternative to lawsuits are collectively labeled as alternative dispute resolution (ADR). This includes mediation, arbitration, and other methods of resolving disputes without formal litigation.

Question 19

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?

Accepted Answer

Interest-based negotiating involves understanding the needs and desires of the other party and working together to find a solution that satisfies both parties, which is precisely what the collaborate style aims to do. The compete style is characterized by trying to win and get the most for oneself, while the accommodate style involves putting the needs of the other party above one's own. The oblige style involves conceding to the other party's wishes without regard for one's own needs or desires.

Question 20

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?

Accepted Answer

The group leader in this scenario used the collaborate style of conflict resolution by encouraging both teams to work together towards finding a mutually beneficial solution that satisfies everyone's interests and needs. This style involves open communication, active listening, and a willingness to find a solution through collaboration, compromise, and negotiation.

Quiz 14: Resolving Conflicts