Chapter 8—Conflict Management: Techniques For Resolution
1. When attempting to resolve conflict, needs are always obvious.
2. You cannot force others to trust you.
3. A third party conflict manager is always involved in the conflict.
4. Sympathy is imagining yourself in another person’s shoes.
5. A win-win option is one where the interests of both parties are satisfied.
6. You have not won until the other party knows they are wrong.
7. If someone is extremely angry, you must deal with his or her emotions first.
8. When roles are unclear, conflict in groups can occur.
9. Conflict is not always bad.
10. Unresolved conflict can reduce productivity at work.
11. Reality checking refers to maintaining a good image.
12. The only person who can facilitate in a group is the supervisor.
13. Collaboration is the only way group conflict can be resolved.
14. An Ombuds makes the final decision in a dispute.
15. Mediation is a voluntary process whereby a neutral third party presides over a formal resolution
session.
16. IDR stands for Incourt Directed Resolution.
17. When someone is yelling at you, you should try not to take it personally.
18. In general, it is cheaper to arbitrate than to litigate.
19. Active listening is one of the most important skills in conflict resolution.
20. Projecting fairness is important in conflict resolution.
21. Personality clashes and workplace responsibilities are differences that can cause conflict.
22. Conflict management is a process in which the parties compete to reach a solution.
23. You can display integrity by walking the talk.
24. A facilitator remains alert and sensitive to the fine line between discussion that distracts from the topic
and related helpful discussion.
25. When issues are unimportant it may be better for the group to resolve the issue by avoiding it.
26. Informal IDR is
a.
Utilizing an open door policy.
b.
Filing a grievance.
c.
Mediation.
27. Which of the following is not recommended when dealing with an angry individual:
a.
Speaking softly.
b.
Moving immediately to resolve the problem.
c.
Listening actively.
28. Good settlement options are ones that are
a.
Win–lose.
b.
Lose-lose.
c.
Based on objective standards.
29. Reframing
a.
Helps the other party look at the situation from a new perspective.
b.
Focuses on the future.
c.
Offers alternative solutions.
30. Violence at work can be
a.
Psychological.
b.
Physical.
c.
Both answers are correct
31. Conflict at work is
a.
Always destructive.
b.
Always constructive.
c.
Constructive if channeled in a positive manner.
32. After a disagreement most workers
a.
Shake hands and go to lunch.
b.
Go out of their way to avoid each other.
c.
Never talk to each other again.
33. The process in which parties cooperate and work together to reach a solution agreeable to all is called
a.
Empathy.
b.
Conflict management.
c.
Reality checking.
34. A way to explore the consequences of possible solutions is
a.
Saving face.
b.
Reframing.
c.
Reality checking.
35. A good settlement option
a.
Helps the parties save face.
b.
Is win-win.
c.
Both answers are correct
36. An organization that successfully promotes healthy conflict will
a.
Encourage personal attacks.
b.
Encourage conflict around ideas and issues.
c.
Not set clear expectations for it.
37. When helping develop options you should remember that
a.
You should be patient and allow all to consider the options presented.
b.
People don’t know what is good for them so you should be the one who presents all the
options.
c.
Neither answer is correct..
38. Arbitration is
a.
Never binding.
b.
Always binding.
c.
Can be binding or non binding.
39. In a caucus
a.
The mediator discusses issues with one party in private.
b.
The mediator makes an opening statement to both sides.
c.
The mediator makes a binding decision.
40. Open door policies are
a.
The least often used method to resolve conflict at work.
b.
The most often used method to resolve conflict at work.
c.
Used to resolve all of the conflicts at work.
41. A process that generally involves volunteer employees who sit on a panel and determine whether a
policy or procedure was properly and fairly applied is called ____________________.
42. Conflict in a group that results from team goals being different from organization goals is called
____________________.
43. ____________________ is a mental struggle resulting from incompatible or opposing needs, drives,
wishes, or external or internal demands.
44. When you display ____________________, you are respecting the differences and sensing the
feelings and perspectives of others.
45. ____________________ options are those that satisfy the interests of both parties.
46. If you brag or gloat over a victory you are not helping the other party ____________________.
47. ____________________ are rules of thumb you can use for your settlement that are developed by
others who are not involved in the conflict.
48. A(n) ____________________ provides formal structure and outlines the steps an employee should
take to resolve an issue.
49. ____________________ is a voluntary process whereby a neutral third party presides over a formal
resolution session.
50. ____________________ involves submitting the dispute to an impartial person or panel that makes the
final decision. The decision may be either voluntary or involuntary.