Deck 12: Conflict and Negotiation

Question 1

Conflict is most easily defined as a(n):

A) Act of immaturity
B) Break down in communication
C) Expression of low self-esteem
D) All of the above

Answer 1

B

Question 2

Basic concepts of conflict management include all the following EXCEPT:

A) Seek outside assistance in resolving the conflict as soon as there is conflict
B) Keep all conflict issues confidential
C) Accept responsibility and apologize if you are wrong
D) Document all offensive and inappropriate behavior

Answer 2

A

Question 3

Documentation should:

A) Occur for offensive or inappropriate behavior
B) Only be done by supervisors/management
C) Occur for every workplace conflict
D) All of the above

Answer 3

A

Question 4

Conflict in the workplace should be handled:

A) By the human resources department
B) By middle management
C) Immediately and at the lowest level possible
D) By private attorneys

Question 5

Retaliation:

A) Should be avoided if your company has an anti-retaliation policy
B) Is recommended when dealing with conflict
C) Is not acceptable workplace behavior
D) Is necessary when working with others

Question 6

________ is defined as a disagreement or tension between two or more parties.

A) Conflict
B) Collaboration
C) Communication
D) None of the above

Question 7

It is important to view a disagreement:

A) From your opponent's side
B) With a neutral mind
C) With a closed mind
D) None of the above

Question 8

In resolving conflict:

A) Identify why the message was misinterpreted
B) Look for facts and feelings
C) Remain calm and unemotional
D) All of the above

Question 9

When there is conflict, the first thing that should be done is to:

A) Retaliate (get even)
B) Tell coworkers
C) Document the event
D) Attempt to resolve the conflict

Question 10

In dealing with conflict, no one can control how you respond to a situation except:

A) You
B) Your boss
C) The human resources manager
D) Your opponent

Question 11

The conflict-management styles include:

A) Forcing, avoiding, facing, collaborating, and compromising
B) Forcing, avoiding, accommodating, collaborating, and compromising
C) Avoiding, accommodating, compromising, collaborating, and resolution
D) Forcing, facting, facing, collaborating, and resolution

Question 12

An individual who becomes ________ has difficulty managing his or her logic in resolving a conflict.

A) Angry
B) Rational
C) Silent
D) Selfish

Question 13

A mediator's job is to:

A) Resolve the conflict
B) Make a legally binding decision
C) Promote aggressive behavior
D) Assist the feuding parties in coming to a solution

Question 14

One of the basic rules when dealing with conflict includes:

A) Actively retaliating
B) Remaining unemotional
C) Persuade the other party to see your perspective
D) Defending your solution

Question 15

The five basic rules of dealing with conflict at work include all of the following EXCEPT:

A) Explain your position and offer a solution
B) Remain calm and unemotional
C) Be silent and listen
D) Only see the disagreement from your perspective

Question 16

When dealing with conflict:

A) An argument is inevitable
B) Take turns being quiet when arguing with the other party
C) Both A and B
D) None of the above

Question 17

________ is a common element of working with others.

A) Negativity
B) Conflict
C) Negotiation
D) All of the above

Question 18

The best conflict management style is:

A) The accommodating style
B) The forcing style
C) The avoiding style
D) It depends upon the situation

Question 19

A common reaction to conflict is to:

A) Become hurt or angry
B) Behave unprofessionally and disrespectfully
C) Retaliate or get even
D) All of the above

Question 20

When explaining your position in a conflict:

A) Calmly and rationally explain your position along with offering a solution
B) Calmly and rationally explain why your position is correct
C) Get the other party to agree with your position
D) Interrupt the other party if he or she incorrectly states the facts

Question 21

The ________ conflict-management style is when both parties give up something of importance to arrive at a solution.

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

Question 22

________ behavior means that you are standing up for your rights without violating the rights of others:

A) Aggressive
B) Passive
C) Assertive
D) None of the above

Question 23

The primary objective of a(n) ________ is to assist two feuding parties in coming to a mutually agreeable solution.

A) Negotiator
B) Manager
C) Mediator
D) All of the above

Question 24

The Equal Employment Opportunity Commission defines ________ as unwanted advances of a sexual nature.

A) Hostile workplace
B) Sexual harassment
C) Workplace harassment
D) Sexual misconduct

Question 25

In working toward successful negotiation, it is important to do all of the following EXCEPT:

A) Practice good communication
B) Interrupt or pass judgment
C) Listen
D) Watch body language

Question 26

The ________ conflict-management style deals with the issue head-on.

A) Facting
B) Facing
C) Direct
D) Forcing

Question 27

________ harassment is behavior that is construed as reciprocity or payback for a sexual favor.

A) Pro bono
B) Sexual
C) Hostile behavior
D) Quid pro quo

Question 28

The ________ conflict-management style is used when preserving the relationships is a priority.

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

Question 29

The ________ conflict-management style is used when you are not strong or confident enough to stand up for your rights.

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

Question 30

________ behavior is when you stand up for your rights, but you do it in a manner that violates others' rights in an offensive manner.

A) Assertive
B) Passive
C) Aggressive
D) None of the above

Question 31

The goal of ________ is to create a solution that is fair to all involved parties.

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

Question 32

The ________ conflict-management style is used when the offender gets his or her own way without ever knowing there was a conflict.

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

Question 33

.The ________ conflict-management style is used when the offense is not a big enough deal to upset others

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

Question 34

________ behavior means you do not stand up for your rights.

A) Passive
B) Assertive
C) Aggressive
D) None of the above

Question 35

Negotiation is successful when both parties do all the following EXCEPT:

A) Want to resolve the issue
B) Listen to the other side
C) Continue to disagree on the objective
D) Honestly communicate their case/situation

Question 36

The two types of sexual harassment are:

A) Pro bono and hostile workplace
B) Pro bono and hostile behavior
C) Sexual and hostile
D) Quid pro quo and hostile behavior

Question 37

The ________ conflict-management style is when both parties work together without having to give up something of value.

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

Question 38

Professionals should behave in a(n) ________ manner.

A) Aggressive
B) Passive
C) Assertive
D) None of the above

Question 39

The goal of the ________ conflict-management style is to communicate that the inappropriate behavior is unacceptable.

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

Question 40

The ________ conflict-management style is used when you don't want to deal with the conflict.

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

Question 41

Prior to seeking outside assistance in resolving conflict at work:

A) Exhaust all internal remedies
B) Tell all your coworkers about the company's mishandling of the incident
C) Threaten to contact an attorney
D) None of the above

Question 42

To address the growing problem of workplace bullying, companies should have a policy regarding:

A) Workplace safety
B) Professional behavior
C) Quality control
D) All of the above

Question 43

If you are a victim of workplace harassment:

A) Immediately contact your supervisor or human resources department
B) Talk directly to the individual whose behavior is offensive and tell him or her to stop if the harassment is relatively minor
C) Document all conversations and incidents
D) All of the above

Question 44

If you belong to a union and have a workplace conflict:

A) Volunteer to participate in mediation and/or arbitration
B) Immediately contact your shop steward and file a grievance
C) Refer to your union contact to identify next steps and your rights
D) All of the above

Question 45

To address the issue of workplace harassment, employers should:

A) Have a protocol for filing and investigating a complaint
B) Have an anti-harassment policy
C) Provide anti-harassment training
D) All of the above

Question 46

Names such as "honey," "sweetie," and "sexy":

A) Are acceptable if the receiver is not offended
B) Cannot be considered harassment
C) Are commonly used, but inappropriate for the workplace
D) Are not considered offensive

Question 47

An employee who is rude, unprofessional, and always seeking ways to intimidate or belittle a coworker is called a(n):

A) Problem employee
B) Workplace bully
C) Victim
D) Uncivil employee

Question 48

Aggressive behavior is when an individual:

A) Stands up for his or her own rights and violates the rights of others
B) Stands up for his or her own rights without violating the rights of others
C) Does not stand up for his or her own rights
D) None of the above

Question 49

________ harassment includes any behavior of a sexual nature by another employee that is offensive.

A) Hostile behavior
B) Quid pro quo
C) Sexual
D) Pro bono

Question 50

The Equal Employment Opportunity Commission states that hostile behavior can include:

A) Verbal, visual, or physical contact
B) Verbal slurs, offensive photos, and jokes
C) Both A and B
D) None of the above

Question 51

Sexual harassment can occur between

A) Employee and another employee
B) Boss and an employee
C) Man and another man
D) All of the above

Question 52

If you experience workplace bullying:

A) Keep the issue confidential
B) Remain calm and unemotional
C) Document dates, words, and witnesses of the inappropriate behavior
D) All of the above

Question 53

Each employee has a legal right to a workplace free from:

A) Harassment
B) Inspections
C) Grievances
D) Conflict

Question 54

When faced with conflict at work, no matter how big or small:

A) Contact a personal attorney to preserve your rights
B) Immediately deal with the issue
C) Ignore the problem and hope it will go away
D) None of the above

Question 55

Workplace bullies seek ways to intimidate or belittle:

A) Customers
B) Coworkers
C) Management
D) All of the above

Question 56

If you are not satisfied with the employer's outcome of your harassment complaint:

A) You have a right to file only with your state's Fair Employment or Housing department
B) It doesn't matter, you have no recourse
C) You have a right to file a complaint with your state's Fair Employment and Housing or the Equal Opportunity Employment Commission
D) None of the above

Question 57

If a workplace conflict is affecting either your or someone else's performance:

A) Bring it to the attention of a supervisor
B) Contact a private attorney or government agency if you feel the company is not properly handling the situation
C) Document
D) All of the above

Question 58

It is unlawful for an employer to ________ against anyone who files a sexual harassment claim, even if the claim is found to be without merit.

A) Retaliate
B) Breach confidentiality
C) Fight
D) None of the above

Question 59

If you file a harassment claim against your employer:

A) The employer does not have to legally follow up on your complaint
B) Tell coworkers what is occurring so that if they are called into the investigation they can support your story
C) Remember that the accused employee does not have rights in the investigation process
D) None of the above

Question 60

Using names toward coworkers that could be considered sexist and offensive:

A) Is appropriate in a business setting
B) Will expose you and your company to a potential lawsuit
C) Is acceptable if your boss uses the names in the workplace
D) Is acceptable if the coworker acts like he or she is not offended by the names

Question 61

When dealing with conflict, remain calm and show emotion.

Question 62

When dealing with conflict try to see the disagreement "from the other person's point of view."

Question 63

Employees should:

A) Seek assistance from coworkers or security if uncomfortable in a remote location
B) Report suspicious behavior
C) Take responsibility for a safe workplace
D) All of the above

Question 64

A common element of working with individuals is conflict.

Question 65

Just as important as apologizing to others when you have done wrong, employees should also:

A) Ignore others' poor behavior
B) Forgive
C) Retaliate when wronged
D) All of the above
TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.

Question 66

Conflict issues should be kept confidential.

Question 67

Conflict should be viewed as a breakdown in communication.

Question 68

Workplace violence can come from which of the following?

A) A family member
B) A customer
C) A boss
D) All of the above

Question 69

If you are dealing with a personal issue that you feel may impact the workplace:

A) Contact the assistance of the Internal Revenue Service
B) Confidentially share your concerns with a coworker, boss, or the human resources department
C) Keep the issue to yourself
D) Seek assistance from the Equal Employment Opportunity Commission

Question 70

________ includes any type of harassing or harming behavior (verbal or physical) that occurs in the workplace.

A) Workplace harassment
B) Workplace violence
C) Workplace incivility
D) None of the above

Question 71

The compromising management style occurs when both parties give up something of importance to arrive at a solution.

Question 72

Your feelings should dictate your actions when resolving conflict.

Question 73

The responsibility of a safe work environment is that of:

A) The government
B) Customers and vendors
C) Each employee and the company
D) The company and the government

Question 74

When dealing with conflict, be silent and listen to the other party.

Question 75

The forcing conflict-management style is when the conflict is dealt with in a head-on manner.

Question 76

When people respond in anger, they generally get their way.

Question 77

If the conflict cannot be resolved between the two parties, seek assistance from the company.

Question 78

Conflict occurs when there is no disagreement or tension between two or more parties.

Question 79

The goal of the forcing conflict-management style is to communicate that the inappropriate behavior is unacceptable.

Question 80

Retaliation (getting even) sometimes is the appropriate solution.