Question 1

In the last step in a grievance procedure, a final and binding decision is provided by:
A) the company's human resources department.
B) labor union representatives.
C) a neutral arbitrator.
D) the company's top management.

Accepted Answer

A neutral arbitrator is typically used as a final decision maker in a grievance procedure to ensure impartiality and fairness. This decision is binding and cannot be overturned or changed by either the employee or the employer.

Question 2

Seeking assistance from human resources staff or higher level managers is considered:
A) passing the buck.
B) showing weakness.
C) good supervision.
D) both a and b

Accepted Answer

Seeking assistance from human resources staff or higher level managers is considered good supervision as it shows a willingness to collaborate and seek expert advice, which can ultimately lead to better outcomes for the organization. It is not passing the buck or showing weakness, as asking for help is a sign of maturity and responsibility.

Question 3

What type of conflict occurs between individuals as a result of what should be done or what should occur?
A) Personalized conflict
B) Substantive conflict
C) Dysfunctional conflict
D) Functional conflict

Accepted Answer

Substantive conflict occurs when individuals disagree about what actions should be taken or what outcome should be achieved. It is focused on a specific task or goal and can be productive if managed effectively.

Question 4

Roberta and Clarence are members of the same taskforce at work. At the beginning, the two didn't get along well, so they avoided contact. Other members of the group have begun to notice, and recently, communication between all taskforce members came to a standstill. The taskforce has become ineffective in completing its assigned tasks as a result. This is an example of what type of conflict?
A) Dysfunctional conflict
B) Functional conflict
C) Personalized conflict
D) Substantive conflict

Accepted Answer

The fact that the taskforce has become ineffective suggests that the conflict between Roberta and Clarence is dysfunctional, as it is negatively impacting the group's productivity.

Question 5

If an employee presents a grievance to the supervisor in the absence of the shop steward, the supervisor should:
A) Listen to the employee to determine whether it involves the labor agreement; if it does, then notify the shop steward.
B) Refuse to listen to the employee.
C) Tape record the conversation.
D) Quickly change the subject.

Accepted Answer

The supervisor should listen to the employee's grievance and determine if it involves the labor agreement. If it does, then the supervisor should notify the shop steward to ensure that proper procedures are followed. Refusing to listen to the employee or changing the subject is not appropriate, and tape recording the conversation could violate the employee's privacy rights.

Question 6

It is unusual for an aggrieved employee to present a grievance to a supervisor without the presence of:
A) the shop steward.
B) an arbitrator.
C) the Director of the Human Resources Department.
D) a mediator.

Accepted Answer

The shop steward is the employee-elected representative responsible for handling workplace grievances and is typically present during any grievance meetings with management.

Question 7

A person who withholds effort and could be much more productive but makes a persistent, conscious decision not to be is called a:
A) Free-rider
B) Dysfunctional worker
C) Slacker
D) Team player

Accepted Answer

A slacker is someone who intentionally does not put in effort and chooses to be unproductive, despite being capable of being much more productive. A free-rider may benefit from others' efforts without contributing themselves but may not necessarily be capable of being more productive. A dysfunctional worker may have challenges with productivity due to personal or situational factors, rather than a conscious decision to withhold effort. A team player, on the other hand, actively contributes to the team's success and works collaboratively towards shared goals.

Question 8

Conflict that arises when communication between individuals breaks down and the lack of teamwork causes the team to stray from its chosen path is referred to as:
A) Personalized conflict
B) Substantive conflict
C) Constructive conflict
D) Dysfunctional conflict

Accepted Answer

Dysfunctional conflict is the best choice as it highlights the negative consequences of breakdown in communication and lack of teamwork, which can lead to the team not being able to achieve its goals. Personalized conflict relates to personality clashes, while substantive conflict arises due to disagreements over ideas or concepts, and constructive conflict leads to growth and development within a team.

Question 9

The accommodating style of conflict resolution:
A) is easy.
B) is cooperative.
C) implies reciprocity.
D) all of the above.

Accepted Answer

The accommodating style of conflict resolution is easy because it involves giving in to the other party's demands. It is also cooperative because it aims to maintain a positive relationship with the other party. Finally, it implies reciprocity because it involves being flexible and willing to compromise, which can encourage the other party to reciprocate in the future. Therefore, all three options are correct, making D the best choice.

Question 10

Some large companies have instituted mandatory complaint-resolution procedures whose final step is private arbitration. One of the primary objectives of such a procedure is to:
A) avoid costly litigation.
B) comply with labor union requirements.
C) minimize the number of decisions against the company.
D) "test-drive" the arbitration process to see if it is right for the company.

Accepted Answer

The primary objective of mandatory complaint-resolution procedures with private arbitration as the final step is to avoid costly litigation. This is because private arbitration is generally considered to be a faster and less expensive alternative to traditional litigation in court.

Question 11

When a complaint or grievance is brought to a supervisor, he or she should do all of the following EXCEPT:
A) Listen patiently and with an open mind.
B) Delay the time for an initial hearing.
C) Encourage the employee to say whatever is on his or her mind.
D) Treat the employee's problem as important.

Accepted Answer

Delaying the time for an initial hearing will only exacerbate the employee's frustration and may make the situation worse. All other options will help the supervisor effectively address the complaint or grievance.

Question 12

When an employee or steward persists in loud arguments, the supervisor should:
A) also raise his/her voice.
B) terminate the meeting.
C) ask a human resource representative to witness the meeting.
D) concede the issues immediately.

Accepted Answer

The answer of When an employee or steward persists in...

Question 13

Which of the following statements about employee complaints in nonunionized firms is NOT True?
A) Some employees complain to their supervisors at every possible opportunity.
B) Employees sometimes approach their supervisor as a group when they have a complaint in the belief that doing so strengthens their position.
C) Legitimate complaints sometimes go unheard because employees fear bringing them to their supervisors.
D) Without union representation, employee complaints are always ignored.

Accepted Answer

This statement is not true. While it is possible that some nonunionized firms may ignore employee complaints, it is not accurate to say that all nonunionized firms do so. Many nonunionized firms have established complaint mechanisms and policies to address employee concerns, even without union representation.

Question 14

Conflict between two individuals that occurs because the two parties do not like one another is referred to as:
A) Personalized conflict
B) Substantive conflict
C) Functional conflict
D) Dysfunctional conflict

Accepted Answer

Personalized conflict occurs when two parties do not like or have a negative opinion of each other, leading to disagreements or conflicts. This type of conflict can be detrimental to a team or organization's productivity and atmosphere as emotions may overshadow rational decision-making.

Question 15

Which of the following is NOT a standard of fairness that should be followed by all ADR procedures?
A) The opportunity to recover the same remedies available to the employee through litigation and confidentiality of proceedings.
B) The opportunity for a hearing before one or more impartial decision makers.
C) The opportunity to participate in the selection of decision makers.
D) The requirement of the employer to pay all associated costs of the dispute resolution.

Accepted Answer

The requirement of the employer to pay all associated costs of the dispute resolution is not a standard of fairness that should be followed by all ADR procedures. While it is common for employers to cover the costs of ADR, it is not an essential standard of fairness. The other options, including the opportunity to recover the same remedies available to the employee through litigation, confidentiality of proceedings, the opportunity for a hearing before one or more impartial decision makers, and the opportunity to participate in the selection of decision makers, are all important standards of fairness that should be followed by all ADR procedures.

Question 16

Max and Alan are cubicle mates at work, and they simply do not like each other. As a result, their supervisor avoids including them together on group projects. This is an example of what type of conflict?
A) Substantive conflict
B) Dysfunctional conflict
C) Personalized conflict
D) Functional conflict

Accepted Answer

Personalized conflict refers to interpersonal issues between individuals, such as dislike or animosity, which is the case with Max and Alan.

Question 17

While at work, Xena observes two of her colleagues arguing about completion of a project with a looming deadline. Because she is not involved on the project, she chooses not to get involved in the discussion. Which conflict-resolution style did Xena choose?
A) Accomodate
B) Compromise
C) Withdraw
D) Compete

Accepted Answer

Xena chose the conflict resolution style of withdrawing by choosing not to get involved in the discussion.

Question 18

Complaint procedures begin at the supervisory level and if not resolved, usually end in whose hands?
A) An outside arbitrator
B) Middle management
C) A mediator
D) The Director of the Human Resources Department

Accepted Answer

Typically, if a complaint cannot be resolved at the supervisory level, it will be escalated to the Director of the Human Resources Department. This person will have the authority to investigate and make decisions on the matter. While an outside arbitrator or mediator may be involved in some cases, they are not typically the final decision maker in the complaint process. Middle management may be involved in the process but may not have the authority to make final decisions.

Question 19

Margie was stressed out about a conflict at work, but she worked through it, and after it was resolved, came to the realization that she learned a great deal about talking out differences and settling on a course of action that meets everyone's needs. This is an example of:
A) Constructive conflict
B) Dysfunctional conflict
C) Personalized conflict
D) Substantive conflict

Accepted Answer

Margie's experience demonstrates constructive conflict because it resulted in personal growth and learning, and ultimately led to a resolution that satisfied everyone involved.

Question 20

In unionized settings, supervisors should avoid making individual exceptions to resolve a complaint or grievance since:
A) Making an exception would make the decision nonbinding, and the supervisor may change it at any time.
B) Supervisors should follow existing rules since only the labor union has the authority to make exceptions to the rules.
C) This would imply to employees that all company policies, rules, and/or the labor agreement can be disregarded.
D) This may set a precedent that could be used in future interpretations or negotiations of the labor agreement.

Accepted Answer

Making individual exceptions may set a precedent that could be used in future interpretations or negotiations of the labor agreement. It is important to maintain consistency and adhere to the established rules and policies to prevent misunderstandings and potential grievances.

Quiz 15: Resolving Conflicts in the Workplace

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

Seeking assistance from human resources staff or higher level managers is considered:

What type of conflict occurs between individuals as a result of what should be done or what should occur?

If an employee presents a grievance to the supervisor in the absence of the shop steward, the supervisor should:

It is unusual for an aggrieved employee to present a grievance to a supervisor without the presence of:

A person who withholds effort and could be much more productive but makes a persistent, conscious decision not to be is called a:

Conflict that arises when communication between individuals breaks down and the lack of teamwork causes the team to stray from its chosen path is referred to as:

The accommodating style of conflict resolution:

Some large companies have instituted mandatory complaint-resolution procedures whose final step is private arbitration. One of the primary objectives of such a procedure is to:

When a complaint or grievance is brought to a supervisor, he or she should do all of the following EXCEPT:

When an employee or steward persists in loud arguments, the supervisor should:

Which of the following statements about employee complaints in nonunionized firms is NOT True?

Conflict between two individuals that occurs because the two parties do not like one another is referred to as:

Which of the following is NOT a standard of fairness that should be followed by all ADR procedures?

Max and Alan are cubicle mates at work, and they simply do not like each other. As a result, their supervisor avoids including them together on group projects. This is an example of what type of conflict?

While at work, Xena observes two of her colleagues arguing about completion of a project with a looming deadline. Because she is not involved on the project, she chooses not to get involved in the discussion. Which conflict-resolution style did Xena choose?

Complaint procedures begin at the supervisory level and if not resolved, usually end in whose hands?

Margie was stressed out about a conflict at work, but she worked through it, and after it was resolved, came to the realization that she learned a great deal about talking out differences and settling on a course of action that meets everyone's needs. This is an example of:

In unionized settings, supervisors should avoid making individual exceptions to resolve a complaint or grievance since: