Deck 15: Resolving Conflicts in the Workplace

Question 1

The avoid/withdraw conflict resolution style is used for major issues only.

Answer 1

False

Question 2

Generally speaking, nonunionized employees have no way to resolve job-related disputes or problems.

Answer 2

False

Question 3

An accommodating conflict resolution style can be characterized as "you win, I lose".

Answer 3

True

Question 4

It is normal for supervisory perspectives to sometimes be at odds with the views of employees.

Question 5

Ray found a solution to a conflict that could be characterized as "I win, you win." He is using the collaborative conflict resolution style.

Question 6

When a mediator is used in an alternative dispute resolution procedure, the mediator facilitates communication but has no direct authority to decide the outcome.

Question 7

Most conflict at the departmental level involves settling employee complaints and grievances.

Question 8

A grievance is a formal complaint involving the interpretation or application of a labor agreement in a unionized setting.

Question 9

Substantive conflict occurs because of disagreement over what should be done or what should occur.

Question 10

If a grievance procedure does not resolve a dispute satisfactorily, the next step is the complaint procedure.

Question 11

ADR (Alternative dispute resolution) is becoming less common as employers are likely to want to enter into litigation when disputes occur.

Question 12

The withdraw/avoid style of conflict resolution may be appropriate when the problem is perceived to be minor and the costs of solving the problem are greater than the benefits derived.

Question 13

Many union organizations have adopted a problem-solving approach to employee concerns that was designed by management called a complaint procedure.

Question 14

In the workplace, the terms complaint and grievance do not mean the same thing.

Question 15

Functional conflict is healthy for the organization and helps improve performance.

Question 16

Grievance procedures are typically resolved in the court of law.

Question 17

Arbitration is the final step in all alternative dispute resolution procedures.

Question 18

The compromise style of conflict resolution is best described as "I win, you win."

Question 19

If alternative dispute resolution is to succeed, companies must train supervisors to respond positively to employee requests, concerns, and complaints.

Question 20

The most effective communication and problem solving take place when people try to share common perspectives.

Question 21

A shop steward is an elected representative of the union employees.

Question 22

Opinions are just as important as facts when a supervisor attempts to solve a complaint or grievance.

Question 23

Which of the following is a CORRECT statement regarding conflict and supervision in the workplace?

A) Communication breakdown is the only significant event that can trigger workplace complaints and conflicts.
B) It is normal for supervisors to expect that supervisory perspectives will conflict with those of the employees or the union.
C) Conflict in the workplace is dysfunctional in that it always detracts from achieving desired objectives.
D) Disagreements with employees reflect negatively on supervisory performance.

Question 24

Sometimes a "problem" can be solved when an employee simply vents frustration to a supervisor.

Question 25

Most supervisors are trained in the fine points of labor law as part of their job and are therefore highly qualified to resolve complaints involving aspects of equal employment opportunity.

Question 26

Supervisors should be patient and keep an open mind when hearing a complaint or grievance.

Question 27

Sometimes an employee or steward may deliberately provoke an argument to the supervisor on the defensive.

Question 28

Many labor agreements require grievances to be answered within set periods.

Question 29

It is unusual for an aggrieved union employee to present a grievance to the supervisor without the shop steward present.

Question 30

The conflict resolution style that implies the rule of reciprocity is:

A) withdraw/avoid.
B) accommodate/oblige.
C) collaborative.
D) compromise.

Question 31

Arriving at a speedy settlement should not outweigh the importance of a sound decision.

Question 32

When making a decision, supervisors should review the past settlement record to ensure his/her proposal is consistent with established practices.

Question 33

Supervisors should drop everything to meet with an employee who has a grievance.

Question 34

The collaborative style to conflict resolution is:

A) I win- you win.
B) I win- you lose
C) You win- I lose
D) None of the above.

Question 35

If a supervisor delays hearing a grievance or complaint, employees will likely interpret it to mean that the supervisor is carefully considering the facts of the case.

Question 36

Supervisors should be reluctant to solve a complaint or grievance at the first step of the grievance process.

Question 37

Supervisors need not only answer employees' complaints and grievances, but they must also provide the reasoning behind the answer.

Question 38

When meeting with an employee about his/her complaint, the supervisor should explain the reason for their decision in general terms to avoid confusion.

Question 39

Nonunionized employees are sometimes afraid to bring their complaints to their supervisor.

Question 40

Someone with a competing style of conflict resolution tends to:

A) dominate.
B) avoid.
C) concede.
D) identify common ground.

Question 41

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.

Question 42

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

Question 43

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

Question 44

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

Question 45

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.

Question 46

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.

Question 47

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

Question 48

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

Question 49

The accommodating style of conflict resolution:

A) is easy.
B) is cooperative.
C) implies reciprocity.
D) all of the above.

Question 50

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.

Question 51

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.

Question 52

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.

Question 53

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.

Question 54

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

Question 55

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.

Question 56

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

Question 57

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

Question 58

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

Question 59

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

Question 60

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.

Question 61

Complaint procedures usually differ from grievance procedures in two respects. Name them.

Question 62

Wendel and his colleague Jeff are preparing to go on a lunch break. Wendel really wants fast food so he can eat quickly and get back to work to meet a project deadline, but Jeff wants to have a leisurely lunch at the grill across town. Wendel decides to accomodate Jeff's wishes, hoping that down the road someday, Jeff will accomodate his wishes. This is an example of which conflict-resolution style?

A) Compromise
B) Withdraw
C) Accomodate
D) Collaborate

Question 63

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?

A) Compete
B) Accomodate
C) Collaborate
D) Compromise

Question 64

Which of the following IS NOT a supervisor guideline for resolving complaints and grievances?

A) Distinguish facts from opinions
B) Attempt to set precedents
C) Determine the real issue
D) Minimize delays in reaching a decision

Question 65

Describe the five conflict resolution styles.

Question 66

Approaches to processing and deciding employee complaints internally are referred to as:

A) Negotiation
B) Alternative dispute resolution
C) Dispute litigation
D) Delegation

Question 67

A group meets regularly at R.Q.M Manufacturing to review product quality issues. Members of the production line are arguing with members of the design team, shifting blame on quality issues from one to the other. The group leader attempts to identify possible issues on both sides. In the end, the group works together to identify problems and solutions. This is an example of which conflict-resolution style?

A) Compromise
B) Accomodate
C) Compete
D) Collaborate

Question 68

The rule that one good turn deserves another in return is referred to as:

A) Quid pro quo
B) Accomodation rule
C) The golden rule
D) Reciprocity reflex

Question 69

Jessica and Margo are having a conflict on a design project the two are completing together at work. Jessica would like to use standard fonts and logos that had already been used in previous designs, whereas Margo would like to utilize new fonts and design a new logo. The two decide to use the old logo, but utilize different fonts. This example demonstrates which conflict-resolution style?

A) Accommodate
B) Compromise
C) Withdraw
D) Collaborate

Question 70

Elvira is having a problem at work with her colleagues. 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 her company will likely follow?

A) Local management review
B) External review
C) Nonbinding mediation
D) Binding arbitration

Question 71

What are the main differences between workplace complaints and workplace grievances?

Question 72

What are supervisory guidelines for resolving complaints and grievances?

Question 73

Bob, a unionized worker, has been having trouble at work with his boss, whom he believes has been treating him unfairly. He decides to formally dispute this issue with his union. The formal procedure for doing so is referred to as a:

A) Dispute
B) Negotiation
C) Complaint
D) Grievance

Question 74

What must take place in order for alternative dispute resolutions to be effective?

Question 75

What steps should be taken to resolve an employee's grievance?

Question 76

Distinguish between substantive and personalized conflict.

Question 77

Jen, a waitress, and Barb, a line cook, are constantly having personalized conflict issues at work. When Barb goes to their supervisor to complain about Jen, their supervisor disciplines Jen without listening to her side of the story. The supervisor used which conflict-resolution style in this situation?

A) Compete
B) Withdraw
C) Accomodate
D) Collaborate

Question 78

The highest level in the dispute resolution program is:

A) Local management review
B) External review
C) Nonbinding mediation
D) Binding arbitration