Question 1

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

Accepted Answer

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Question 2

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?

Accepted Answer

Wendel is choosing to accommodate Jeff's wishes in order to maintain a positive relationship and potentially earn reciprocity in the future. This aligns with the accommodating conflict style.

Question 3

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 a collaborative conflict-resolution style, where parties work together to find a solution that meets both parties' needs. Compete involves one party winning and the other losing, accommodate involves one party giving in to the other's demands, and compromise involves both parties giving up something to reach a middle ground.

Question 4

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

Accepted Answer

Attempting to set precedents is not a supervisor guideline for resolving complaints and grievances. The other three options (distinguishing facts from opinions, determining the real issue, and minimizing delays in reaching a decision) are all important guidelines for supervisors to follow when resolving complaints and grievances.

Question 5

Describe the five conflict resolution styles.

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Question 6

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

Accepted Answer

Alternative dispute resolution refers to the various methods and techniques used by employers and HR professionals to internally handle employee complaints and grievances. This approach is intended to avoid costly and time-consuming litigation and can include methods such as mediation, arbitration, and negotiated settlements. The other options are not specifically related to internal employee complaint resolution.

Question 7

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?

Accepted Answer

The conflict-resolution style described involves identifying problems and solutions together, indicating a collaborative approach rather than compromising or accommodating to individual sides or competing against one another.

Question 8

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

Accepted Answer

The concept that one good turn deserves another is known as the reciprocity reflex, which is the social norm of responding to a positive action with another positive action.

Question 9

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?

Accepted Answer

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Question 10

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?

Accepted Answer

The first level of dispute resolution in most workplaces is a local management review. This allows the issue to be brought to the attention of immediate supervisors or managers who can work to resolve the issue informally. It is generally the most efficient and effective way to address workplace disputes before they escalate to more formal procedures such as mediation or arbitration.

Question 11

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

Accepted Answer

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Question 12

What are supervisory guidelines for resolving complaints and grievances?

Accepted Answer

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Question 13

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:

Accepted Answer

The formal procedure for disputing an issue with a union is referred to as a grievance. This is a specific process outlined in the collective bargaining agreement between the union and the employer. A grievance allows the union and the employee to challenge an action taken by the employer that is believed to be a violation of the collective bargaining agreement or unfair labor practices.

Question 14

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

Accepted Answer

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Question 15

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

Accepted Answer

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Question 16

Distinguish between substantive and personalized conflict.

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Question 17

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?

Accepted Answer

The supervisor used the compete conflict-resolution style because they disciplined Jen without listening to her side of the story. This style is characterized by a win-lose mentality, where one party tries to dominate the other.

Question 18

The highest level in the dispute resolution program is:

Accepted Answer

Binding arbitration is the highest level in the dispute resolution program as it is a legally binding process where an arbitrator makes a final decision on the dispute. The decision is enforceable by law, and it is not subject to appeal. The other options, local management review, external review, and non-binding mediation are all lower levels of dispute resolution that may be attempted before resorting to binding arbitration.

Quiz 15: Resolving Conflicts in the Workplace