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978-00777205681.
(p. 165) It is best to be in the natural child ego state if the person with whom you are interacting is in the adult
ego state.
2.
(p. 166) When an employee is in the adapted child ego state, the manager should not behave similarly.
3.
(p. 165) It is appropriate to be in the parent ego state if the person with whom you are interacting is acting like a
child.
4.
(p. 166) Crossed transactions occur when a message seems to be coming from one ego state, but in reality it is
coming from another.
5.
(p. 165) Within ego states there are three different types of transactions: complementary, crossed, and ulterior.
6.
(p. 169) Assertiveness is the process of expressing thoughts and feelings while getting what one wants through
any possible way.
7.
(p. 169) Violence is clearly aggressive behavior at the extreme level.
8.
(p. 172-173) Anger can lead to assertive behavior to resolve problems.
9.
(p. 173) A key factor in controlling your anger is using passive behavior.
10.
(p. 173) Workplace violence is often spontaneous.
11.
(p. 175) Very little conflict within an organization is a sign of well-thought out management practices.
12.
(p. 177) The advantage of the forcing conflict management style is that better organizational decisions will be
made given that the forcer is correct, rather than less effective, compromised decisions.
13.
(p. 178) Being afraid to be assertive is not a problem; it is not being assertive when one is afraid that is the
problem.
14.
(p. 178) The accommodating approach to conflict is unassertive and cooperative.
15.
(p. 178) The collaborating conflict style user attempts to resolve the conflict through assertive give-and-take
concessions.
16.
(p. 178) The collaborating conflict style is appropriate when time is short.
17.
(p. 178) The compromising conflict style is appropriate to use when time is short.
18.
(p. 179) Collaboration is not always appropriate in supervisor-employee conflicts.
19.
(p. 180) Confronters are successful at resolving conflict when they wait long enough before confronting the
other party and do it in an emotional state.
20.
(p. 182) When employees are in a conflict, the mediating manager should make them realize that it is their
problem, not his.
21.
(p. 166) The _____ ego state controls the conversation using advising responses that are judgmental,
opinionated, or demanding.
22.
(p. 166) The _____ ego state uses probing responses that show curiosity, fun, fantasy, or impulsiveness.
23.
(p. 166) The _____ ego state responds with confrontational advising responses that express rebelliousness,
anger, fear, anxiety, inadequacy, or procrastination.
24.
(p. 166) The _____ ego state uses reassuring responses that are protecting, permitting, and consoling.
25.
(p. 165) In a(n) _____ transaction, the sender of a message gets the intended response from the receiver.
26.
(p. 165) In a(n) _____ transaction, the person appears to be in one ego state, but his or her behavior comes from
a different ego state.
27.
(p. 165) In a(n) _____ transaction, the sender does not get the expected response.
28.
(p. 166) Allen says, "Please review these figures by Monday and give me a report." Charles replies, "I'll have it
ready first thing in the morning." Which of the following transactions is this conversation an example of?
29.
(p. 166) Salma says, "I need you to make a presentation for a potential client today." Ryan replies, "Why do I
have to do it? Can't you get someone else to do it?" Which of the following transactions is this conversation an
example of?
30.
(p. 167) Dominique says, "Can you help me arrange tomorrow's schedule?" Helen replies, "Sure. I don't mind"
(thinking—I'll arrange it to my convenience). Which of the following transactions is this conversation an
example of?
31.
(p. 166) Sasha says, "I missed out on some figures, and now I have to redo the entire report." Maya replies, "It
happens to all of us at some point." Which of the following transactions is this conversation an example of?
32.
(p. 166) A manager gives merit raises to employees based on performance. An employee comes to the manager
to complain about not getting a higher merit raise. In which of the following ways would the employee respond
if he uses the adult ego state?
33.
(p. 166) A customer gets a pair of shoes resoled by a cobbler. Later at home, she realizes the shoes are too tight.
She returns to the cobbler and says, "What's wrong with you? Don't you know how to put new soles on without
making the shoe smaller?" In which of the following ways would the cobbler respond if he uses the natural
child ego state?
34.
(p. 168) _____ is any behavior that implies recognition of another's presence.
35.
(p. 170) When people stand up for their rights without violating the rights of others, they are using _____.
36.
(p. 169) _____ is the process of expressing thoughts and feelings while asking for what one wants in an
appropriate way.
37.
(p. 169) _____ behavior is an avoidance of behavior or an accommodation of the other party's wishes without
standing up for one's own rights.
38.
(p. 169) _____ comes primarily through the adapted child and the critical parent ego states.
39.
(p. 170) The life position of an assertive person is:
40.
(p. 170) _____ people project a positive image of being confident, friendly, and honest; using this behavior
wins the respect of others.
41.
(p. 171) Which of the following phrases would a passive person most likely use?
42.
(p. 171) "You had better have that draft proposal ready by noon, or else you will work overtime tonight."
Which of the following behaviors is this an example of?
43.
(p. 171) Cindy did not say anything the first time Carl pushed her as they walked in the hall. On the way back,
he did it again. This time, Cindy caught his eye, smiled, and said, "Carl, you should signal before crossing into
my lane." Cindy's behavior can be best described as _____.
44.
(p. 171) "It's not really important, but I was wondering if I could talk to you about my annual raise." This is an
example of a(n) _____ response.
45.
(p. 171) "Sure, I'll look over those numbers once again," said Sam walking out in a huff and slamming the door.
This is a case of _____ behavior.
46.
(p. 169) "I would prefer you keeping me informed the next time you decide to come to work late so that I may
make alternate plans." This is an example of a(n) _____ response.
47.
(p. 171) You have been asked out on a date by a coworker you are not attracted to. In fact, you don't really like
the person. Which of the following would be an appropriate assertive behavioral response for this scenario?
48.
(p. 172-173) Which of the following is a positive outcome of anger?
49.
(p. 173) A key factor in controlling anger is being:
50.
(p. 173) Which of the following helps one get rid of anger?
51.
(p. 173) Which of the following helps one deal with the anger of others?
52.
(p. 174) Which of the following is a way to prevent workplace violence?
53.
(p. 174) One of the primary reasons why conflict occurs is because people:
54.
(p. 174) Which of the following is a main reason for conflict?
55.
(p. 177) The _____ conflict style user attempts to resolve a conflict by using aggressive behavior.
56.
(p. 177) Which of the following is an advantage of the forcing style of conflict management?
57.
(p. 177) The _____ conflict style user attempts to passively ignore a conflict rather than resolve it.
58.
(p. 178) The _____ conflict style user attempts to resolve a conflict by passively giving in to the other party.
