Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
M/C Question 16
Assessment
Type
Multiple-choice
Question Stem
Shari, the business development manager, appoints three new people to her sales
team. As they have no previous experience, she tells them to contact her anytime for
help. Shari also tells the group not to consider her as their boss, but as one of the team
members. What kind of communication does Shari employ in this situation?
Answer
Choices
Answer
Feedback
a.
Downward
b.
Upward
Consider This: This type of
communication flows from
superiors to subordinates.
LO 6.3: Discuss negotiation
strategies and solutions at work
c.
Vertical
Consider This: This type of
communication flows from
superiors to subordinates.
LO 6.3: Discuss negotiation
strategies and solutions at work
d.
Horizontal
Consider This: This type of
communication flows from
superiors to subordinates.
LO 6.3: Discuss negotiation
strategies and solutions at work
Learning
Objective
LO 6.3: Discuss negotiation strategies and solutions at work
Topic/Concept
Relating to Those You Lead
Difficulty
Level
X
Moderate
Difficult
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
M/C Question 17
Assessment
Type
Multiple-choice
Question Stem
Ever since joining the creative writing team at Caravaggio’s, Antonio and Malcolm were
great friends. However, when Antonio was promoted to manager of the team, he
stopped eating lunch with Malcolm. He also moved Malcolm’s workstation to a different
floor from the rest of the team. Although Antonio did not talk badly about Malcolm’s
work, belittle his standing in the company, or threaten him in any way, Malcolm
resigned as a direct consequence of Antonio’s behavior. How can Antonio’s attitude
toward Malcolm be described, and why?
Answer
Choices
Answer
Feedback
a.
Antonio displayed isolation
workplace bullying behaviors
toward Malcolm because he
flaunted his status over
Malcolm in a condescending
manner.
b.
Antonio displayed social
workplace bullying behaviors
toward Malcolm because he
spread false rumors about
Malcolm’s personal life and
character.
Consider This: This type of
behavior also involves
intentionally withholding
information from other people.
LO 6.4: Interpret the different
styles of conflict
c.
Antonio displayed
professional workplace
bullying behaviors toward
Malcolm because he used
email and other online media
to attack Malcolm’s
reputation.
Consider This: This type of
behavior also involves
intentionally withholding
information from other people.
LO 6.4: Interpret the different
styles of conflict
d.
Antonio displayed overtly
aggressive bullying behaviors
toward Malcolm because he
insulted and intimidated
Malcolm in front of others.
Consider This: This type of
behavior also involves
intentionally withholding
information from other people.
LO 6.4: Interpret the different
styles of conflict
Learning
Objective
LO 6.4: Interpret the different styles of conflict
Topic/Concept
Understanding Conflict Styles
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
M/C Question 18
Assessment
Type
Multiple-choice
Question Stem
The headmaster of Hebron International School wanted to cover the football field with
natural grass, but the physical education teachers suggested synthetic grass because
of the unpredictable and extreme weather conditions in the area. The headmaster
ignored their suggestion and went ahead with the natural grass. What type of behavior
does the headmaster exhibit, and how?
Answer
Choices
Answer
Feedback
a.
The headmaster displayed a
competing style of conflict by
being assertive and pushing
his ideas or solutions to
problems on others
regardless of what others
think.
b.
The headmaster displayed an
avoiding style of conflict by
denying problems even exist
and steering clear of conflict.
Consider This: Such types of
individuals display high concern
for tasks and low concern for
people.
LO 6.3: Discuss negotiation
strategies and solutions at work
c.
The headmaster displayed a
collaborating style of conflict
by giving precedence to his
own needs over those of
others.
Consider This: Such types of
individuals display high concern
for tasks and low concern for
people.
LO 6.3: Discuss negotiation
strategies and solutions at work
d.
The headmaster displayed a
compromising style of conflict
people.
Consider This: Such types of
individuals display high concern
LO 6.3: Discuss negotiation
strategies and solutions at work
Learning
Objective
LO 6.3: Discuss negotiation strategies and solutions at work
Topic/Concept
Relating to Those You Lead
Difficulty
Level
Moderate
Difficult
(mark X where
applicable)
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
M/C Question 19
Assessment
Type
Multiple-choice
Question Stem
Tim, Sam, and Ross meet to discuss their sales strategies for the upcoming quarter.
When their discussion reaches a point where they can’t agree on anything, Tim
suddenly gets up and says, “I have to pick my kids from school. You two sort this out.”
He then leaves. Which conflict style does Tim display in this situation?
Answer
Choices
Answer
Feedback
a.
Avoiding
b.
Competing
Consider This: Such individuals
take measures to stay clear of
situations they cannot handle.
LO 6.4: Interpret the different
styles of conflict
c.
Accommodating
Consider This: Such individuals
take measures to stay clear of
situations they cannot handle.
LO 6.4: Interpret the different
styles of conflict
d.
Collaborating
Consider This: Such individuals
take measures to stay clear of
situations they cannot handle.
LO 6.4: Interpret the different
styles of conflict
Learning
Objective
LO 6.4: Interpret the different styles of conflict
Topic/Concept
Understanding Conflict Styles
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
M/C Question 20
Assessment
Type
Multiple-choice
Question Stem
Lydia feels her manager, Denny, bullies her at every opportunity. Whenever their
project hits a snag, Denny singles out Lydia and launches into a verbal tirade against
her. On a few occasions, Denny has even threatened to fire Lydia due to her supposed
“incompetence.” What type of bullying behavior does Denny use to intimidate Lydia?
Answer
Choices
Answer
Feedback
a.
Overt aggression
b.
Isolation
Consider This: Through this
behavior, bullies also make
intimidating eye contact or
physical gestures.
LO 6.5: Report the different
ways of managing conflict in the
workplace
c.
Social attack
Consider This: Through this
behavior, bullies also make
intimidating eye contact or
physical gestures.
LO 6.5: Report the different
ways of managing conflict in the
workplace
d.
Gunny-sacking
Consider This: Through this
behavior, bullies also make
intimidating eye contact or
physical gestures.
LO 6.5: Report the different
ways of managing conflict in the
workplace
Learning
Objective
LO 6.5: Report the different ways of managing conflict in the workplace
Topic/Concept
Managing Conflict at Work
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
M/C Question 21
Assessment
Type
Multiple-choice
Question Stem
Toby owns his own construction company and recently met with Dante, the owner of
another firm, to discuss a possible merger. During their meeting, however, their
conversation shifted direction, and Dante got defensive and frustrated with the
parameters Toby suggested. Finally, Toby said, “I think we both want to move forward
with this merger, so let’s meet again tomorrow to talk more.” What is Toby’s intention
behind this statement?
Answer
Choices
Answer
Feedback
a.
He wants to monitor the
emotional temperature.
b.
He wants to induce personal
conflict.
Consider This: This technique
gives both people involved some
additional time to think clearly.
LO 6.5: Report the different
ways of managing conflict in the
workplace
c.
He wants to forcefully take
over Dante’s company.
Consider This: This technique
gives both people involved some
additional time to think clearly.
LO 6.5: Report the different
ways of managing conflict in the
workplace
d.
He wants to give in to Dante’s
decision.
Consider This: This technique
gives both people involved some
additional time to think clearly.
LO 6.5: Report the different
ways of managing conflict in the
workplace
Learning
Objective
LO 6.5: Report the different ways of managing conflict in the workplace
Topic/Concept
Managing Conflict at Work
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
M/C Question 22
Assessment
Type
Multiple-choice
Question Stem
Salah and Eva joined Ad, Inc. at the same time in the business development
department. Salah noticed Eva worked hard and her efforts were being noted by
management. Because Salah was jealous of Eva’s progress, he started spreading
malicious rumors about her at work. What is Salah’s behavior called?
Answer
Choices
Answer
Feedback
a.
Workplace bullying
b.
Workplace conflict
Consider This: This behavior
could affect a person mentally
and isolate him or her at the
workplace.
LO 6.5: Report the different
ways of managing conflict in the
workplace
c.
Workplace competition
Consider This: This behavior
could affect a person mentally
and isolate him or her at the
workplace.
LO 6.5: Report the different
ways of managing conflict in the
workplace
d.
Workplace sensitivity
Consider This: This behavior
could affect a person mentally
and isolate him or her at the
workplace.
LO 6.5: Report the different
ways of managing conflict in the
workplace
Learning
Objective
LO 6.5: Report the different ways of managing conflict in the workplace
Topic/Concept
Managing Conflict at Work
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
M/C Question 23
Assessment
Type
Multiple-choice
Question Stem
The management of Creative World notices the staff using horizontal communication
for sharing information. This type of communication generally takes place between
Answer
Choices
Answer
Feedback
a.
coworkers at the same level.
b.
managers and coworkers.
Consider This: This type of
communication uses the
grapevine.
LO 6.2a: Define relational
conflict
6.2b: Describe ways of
managing relational conflict
c.
directors and management.
Consider This: This type of
communication uses the
grapevine.
LO 6.2a: Define relational
conflict
6.2b: Describe ways of
managing relational conflict
d.
coworkers of different levels.
Consider This: This type of
communication uses the
grapevine.
LO 6.2a: Define relational
conflict
6.2b: Describe ways of
managing relational conflict
Learning
Objective
LO 6.2a: Define relational conflict
6.2b: Describe ways of managing relational conflict
Topic/Concept
Relating to Your Coworkers
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
M/C Question 24
Assessment
Type
Multiple-choice
Question Stem
The chairman of a manufacturing company calls for a general staff meeting to discuss
the process of operations. He asks the senior managers to skip the introduction part
and move straight to the main topic of discussion. The chairman’s attitude shows he is
more focused on
Answer
Choices
Answer
Feedback
a.
tasks.
b.
persons.
Consider This: For such types of
people, work takes priority over
individuals.
LO 6.1: Review the four different
types of work relationships
c.
communication.
Consider This: For such types of
people, work takes priority over
individuals.
LO 6.1: Review the four different
types of work relationships
d.
relationship.
Consider This: For such types of
people, work takes priority over
individuals.
LO 6.1: Review the four different
types of work relationships
Learning
Objective
LO 6.1: Review the four different types of work relationships
Topic/Concept
Relating to Your Manager
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
M/C Question 25
Assessment
Type
Multiple-choice
Question Stem
The managers at Cool Pools are well liked by the employees. Whenever a team is
asked to work on a new project, the relevant manager explains the intricacies of the
project to each member, provides them with additional help when required, and creates
a coherent work schedule for every member. This ensures the employees do not feel
Answer
Choices
Answer
Feedback
a.
DRGRAC
b.
Transactional
Consider This: This approach
gives equal importance to task
and person.
LO 6.3: Discuss negotiation
strategies and solutions at work
c.
PUGSS
Consider This: This approach
gives equal importance to task
and person.
LO 6.3: Discuss negotiation
strategies and solutions at work
d.
Relational
Consider This: This approach
gives equal importance to task
and person.
LO 6.3: Discuss negotiation
strategies and solutions at work
Learning
Objective
LO 6.3: Discuss negotiation strategies and solutions at work
Topic/Concept
Relating to Those You Lead
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Note: Here starts 5 Short Answer level questions
Question Title
SA Question 26
Assessment
Type
Essay
Question Stem
Examine the five guidelines that are used to reduce manager resistance. Cite relevant
examples.
Learning
Objective
LO 6.1: Review the four different types of work relationships
Topic/Concept
Relating to Your Manager
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
SA Question 27
Assessment
Type
Essay
Question Stem
Explain the concept of horizontal communication. Elaborate this process with a real-life
example.
Learning
Objective
LO 6.2a: Define relational conflict
6.2b: Describe ways of managing relational conflict
Topic/Concept
Relating to Your Coworkers
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
SA Question 28
Assessment
Type
Essay
Question Stem
What is DRGRAC? Highlight its benefits to an organization.
Learning
Objective
LO 6.3: Discuss negotiation strategies and solutions at work
Topic/Concept
Relating to Those You Lead
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
SA Question 29
Assessment
Essay
Type
Question Stem
Who is a collaborator? Analyze the characteristics of such individuals by citing a
relevant example.
Learning
Objective
LO 6.4: Interpret the different styles of conflict
Topic/Concept
Understanding Conflict Styles
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
SA Question 30
Assessment
Type
Essay
Question Stem
A person who says, “Let’s both think about this issue before making a rash decision” is
what kind of a person? How will this nature be beneficial to an organization?
Learning
Objective
LO 6.4: Interpret the different styles of conflict
Topic/Concept
Understanding Conflict Styles
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Note: Here starts 5 Essay questions
Question Title
Essay Question 31
Assessment
Type
Essay
Question Stem
Evaluate the importance of the PUGSS model of conflict management. Examine each
step of this model by providing relevant examples.
Learning
Objective
LO 6.5: Report the different ways of managing conflict in the workplace
Topic/Concept
Managing Conflict at Work
Difficulty
Level
(mark X where
Moderate
Difficult
X
applicable)
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
Essay Question 32
Assessment
Type
Essay
Question Stem
How can a person relate to his or her manager in today’s modern age? Explain the
various strategies and their uses.
Learning
Objective
LO 6.1: Review the four different types of work relationships
Topic/Concept
Relating to Your Manager
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
Essay Question 33
Assessment
Type
Essay
Question Stem
Explain the concept of office romance. Analyze the various ways in which it affects a
workplace.
Learning
Objective
LO 6.2a: Define relational conflict
6.2b: Describe ways of managing relational conflict
Topic/Concept
Relating to Your Coworkers
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
Essay Question 34
Assessment
Type
Essay
Question Stem
Examine the various conflict styles. Using examples, discuss the characteristics of
each.
Learning
Objective
LO 6.4: Interpret the different styles of conflict
Topic/Concept
Understanding Conflict Styles
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
Essay Question 35
Assessment
Type
Essay
Question Stem
Evaluate the prevalence of workplace bullying in American organizations. How can this
issue be managed in a workplace?
Learning
Objective
LO 6.5: Report the different ways of managing conflict in the workplace
Topic/Concept
Managing Conflict at Work
Difficulty
Level
(mark X where
applicable)
Moderate
Difficult
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X