Deck 9: Handling Conflict and Being Assertive

Question 1

The most highly recommended way of resolving conflict is:

A) confrontation and problem solving.
B) image exchanging.
C) disarming the opposition.
D) role playing.

Answer 1

A

Question 2

Conflict occurs whenever:

A) you secretly dislike another person.
B) two sets of demands are incompatible.
C) you deal with co-workers.
D) your job is demanding.

Answer 2

B

Question 3

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

A) differences in goals.
B) personal differences.
C) competition over limited resources.
D) conflict-prone job duties.

Answer 3

C

Question 4

A _____________is a small, semiconscious message we send with a powerful impact on the receiver.

A) microinequity
B) macroimnquity
C) mezzoinequity
D) exoinequity

Question 5

__________, religion, and gender are three of the major factors that lead to clashes in viewpoints.

A) Ethnicity
B) Race
C) Social Class
D) Sexual orientation

Question 6

Sexual harassment has occurred when:

A) a coworker asks you out on a date.
B) your boss comments that you look very nice today.
C) you agree to meet your boss for dinner to discuss work because you want him to recommend you for a promotion.
D) your coworker continues to put his arm around you and comment on how nice you would look in a bathing suit even after you have asked him to stop it.

Question 7

The aftermath of extreme conflict may have high financial and ___________ costs

A) Emotional
B) Physical
C) Mental
D) Employment

Question 8

The easiest way to deal with sexual harassment is to:

A) file a formal complaint at the first hint of harassment.
B) avoid all company 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 9

The Canadian Human Rights Act prohibits:

A) sexual harassment only.
B) all harassment.
C) vandalism.
D) criminal behaviour.

Question 10

An example of sexual harassment would be:

A) smiling at a member of the opposite sex.
B) threatening the loss of a job if the person doesn't perform their work properly.
C) sending letters with feedback on work performance.
D) decorating a work area with pictures of nude people.

Question 11

Allowing too much room for negotiation violates the tactic called:

A) begin with a plausible demand or offer.
B) make small concessions gradually.
C) play hard to get.
D) allow for face saving.

Question 12

A win-win outcome to a conflict is achieved by:

A) "taking no prisoners" during the negotiations.
B) finding a solution that meets everyone's needs.
C) finding a way to win all your demands.
D) finding a way to beat your opponent this time and also set up a win for next time.

Question 13

Alternative dispute resolution involves:

A) talking about conflicts that have nothing to do with the real problem.
B) finding alternative methods to get the other party to do what you want.
C) hiring a professional enforcer to make the other party cooperates.
D) hiring a professional mediator to help find a mutually agreeable solution.

Question 14

The technique, "disarm the opposition," assumes that:

A) the other side has less power than you.
B) the other side has very little power.
C) you have done something wrong.
D) you are completely innocent.

Question 15

All of the following are possible positive effects of conflict except:

A) talents and abilities may emerge in response to conflict.
B) wasted time and energy is spent due to conflict.
C) the parties may become more united.
D) conflict can satisfy a number of psychological needs.

Question 16

A co-worker annoys you by frequently asking you how to carry out certain functions on a computer. To use the technique cognitive restructuring, you would say to yourself:

A) "It's fun being annoyed."
B) "Why worry? I'll soon find a way to get even."
C) "Teaching another person is a learning experience for me."
D) "1 will breathe deeply each time I deal with this computer-illiterate."

Question 17

Prolonged conflict can become detrimental to your health because:

A) it can become a type of stress.
B) it's emotionally draining.
C) yelling is not good for you.
D) it can lead to a loss of a much-desired promotion.

Question 18

____________ families are particularly hard hit by competing work and family demands.

A) Dual earners without kids
B) Single income with kids
C) Two-wage-earner
D) Single income with no kids

Question 19

A(n)_____________ is an antagonistic relationship between two people based on differences in personal attributes, preferences, interests, values, and styles.:

A) aggressive/dominant
B) conflict over scarce resources
C) differences in values
D) personality clash

Question 20

Which of the following is NOT a characteristic of sexual harassment?

A) The encounters must be unsolicited and unwelcome to the complainant.
B) The conduct continues despite the complainant's protests, or if it does stop, there are negative employment consequences, such as being denied a promised promotion.
C) People falling in love and going out on a date.
D) Any perceived cooperation by the complainant must be due to employment-related threats or promises.

Question 21

Conflict increases the flow of adrenaline, thus leading to perceptions of greater accuracy.

Question 22

Personality clashes sometimes develop after people have been working together harmoniously for many years.

Question 23

__________ people let things happen to them without letting their feelings be known.

A) Obnoxious
B) Nonassertive
C) Assertive
D) Aggressive

Question 24

Telling sexually oriented jokes to people who do not want to hear them is a form of sexual harassment.

Question 25

Prolonged conflict can lead to health problems.

Question 26

Conflict occurs only when two or more sets of demands, goals, or motives are incompatible.

Question 27

Conflict should always be viewed as a negative process in the workplace.

Question 28

Conflict is known to generally enhance creativity.

Question 29

Groupthink is likely to occur when conflict arises within the group.

Question 30

Assertiveness takes the form of insults, teasing, ridicule, and profanity.

Question 31

The conflict among students that takes place because of a limited number of A grades would be attributable to competition for limited resources.

Question 32

The most frequent type of sexual harassment involves men against women.

Question 33

To help working parents deal with the challenge of the dual-career family, many companies now have policies that allow working parents to place a playpen next to their desk.

Question 34

A recommended way of overcoming shyness is to:

A) learn to accept criticism.
B) use body language to appear warm and friendly.
C) adopt some aggressive gestures.
D) avoid repeating yourself when you have a demand.

Question 35

A major impact of workplace diversity has been to increase the amount of harmony and cooperativeness.

Question 36

People who use accommodation to resolve a conflict may be self-sacrificing in order to maintain a relationship with the other party.

Question 37

Making a sexually oriented comment about another's appearance is not an example of sexual harassment.

Question 38

Flexible work arrangements allow people to work only when they want to at the workplace.

Question 39

Trying to preserve a good future working relationship with an opponent is part of the tactic called:

A) reveal all the money you have to work with.
B) make small concessions gradually.
C) allow for face saving.
D) use deadlines.

Question 40

A distinguishing characteristic of assertive people is that they make:

A) trouble for people who get in their way.
B) their feelings and demands known.
C) less money than aggressive people.
D) sure they get ahead when waiting in line.

Question 41

The technique, disarm the opposition, is designed to help one deal with manipulative criticism.

Question 42

Acting in a decisive manner gives the appearance of assertiveness.

Question 43

To learn to be assertive, do not size up the alternatives in any situation and reach a decision.

Question 44

In a conflict, never appeal to a third party as you may appear weak and incapable of managing the conflict.

Question 45

The competitive style of conflict management lends itself to a win-win resolution of a dispute between two people.

Question 46

The best mediator is one who understands your position and will work hard to see that you get what you want in spite of what the other party has to say.

Question 47

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

Question 48

Allowing too much room for compromise often leads to the error of making an implausible demand or offer.