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59.
(p. 178) The _____ conflict style user attempts to resolve a conflict through assertive give-and-take
concessions.
60.
(p. 178) The _____ conflict style user assertively attempts to resolve a conflict with the best solution agreeable
to all parties.
61.
(p. 177) In spite of repeated reminders, Edward still hasn't updated the production schedule. Richard, his boss,
should use the _____ conflict management style in this situation.
62.
(p. 178) Keeping in mind the uncertain economic conditions, the workers at a steel plant agree to a lower wage
package in exchange for job security. Which of the following conflict management styles does this scenario
reflect?
63.
(p. 179) Three colleagues have been given the responsibility of coming up with a policy regarding Internet use
during working hours. All of them have different opinions about what it should entail. Which of the following
conflict management styles should ideally be used in this scenario?
64.
(p. 178) Dan regularly gives in to his employees' requests for extensions on deadlines. As a result, he often has
to apologize to clients for the delays. Which of the following conflict management styles does Dan use?
65.
(p. 177) Amanda always reaches work half an hour late. However, her boss, Jill, never confronts her about her
tardiness. Which of the following conflict management styles does Jill use?
66.
(p. 178) Michelle has a packed schedule for the entire week. Her colleague asks her to help with the induction
program scheduled for the company's new recruits. Michelle agrees to help. Which of the following conflict
management styles has Michelle used in this scenario?
67.
(p. 179) Felix and Hannah have to conduct a market survey for a client. They cannot decide how to divide the
work between them. Finally, they agree that Felix will be in charge of preparing the survey questionnaire and
the presentation file while Hannah will take care of analyzing the data and presenting the findings to the client.
Which of the following conflict management styles have Felix and Hannah used in this scenario?
68.
(p. 180) Which of the following is a step in initiating conflict resolution?
69.
(p. 181) You have been bringing in food and drinks and storing them in the refrigerator at work. Chris, your
coworker, has been taking them without asking you. You don't think it is fair for Chris to take your food and
drinks. Which of the following should you say as your XYZ statement to initiate conflict resolution?
70.
(p. 182) The first step in responding to conflict resolution is to:
71.
(p. 166) Give an example of a complementary transaction you experienced. Be sure to identify the ego states
involved.
72.
(p. 166) Give an example of a crossed transaction you experienced. Be sure to identify the ego states involved.
73.
(p. 167) Give an example of an ulterior transaction you experienced. Be sure to identify the ego states
involved.
74.
(p. 168) Identify your present or past boss's life position and use of stroking.
75.
(p. 170) Recall an example of when you used or observed passive-aggressive behavior. How did it affect
human relations?
76.
(p. 170) Recall an actual conflict you faced. Identify passive, aggressive, and assertive responses to the
situation.
77.
(p. 174) Recall a situation in which someone was angry with you, preferably your boss. What was the cause of
the anger? Did the person display any signs of potential violence? If so, what were they? How well did the
person deal with his or her anger? Give the specific tips the person did and did not follow.
78.
(p. 174) Recall a situation in which you were angry with someone. What was the cause of your anger? Did you
display any signs of potential violence? If so, what were they? How well did you deal with your anger? Give the
specific tips you did and did not follow.
79.
(p. 175) Describe a conflict you observed in an organization, preferably an organization with which you are or
were associated. Explain the conflict by the people involved and the reasons for the conflict.
80.
(p. 179) Give an example of a conflict situation you face or have faced. Identify and explain the appropriate
conflict management style to use.
81.
(p. 166-167) Some people say that because transactional analysis was developed in the 1960s, it is
outdated. Do you agree, or do you believe that TA can help us understand behavior and improve human
relations?
82.
(p. 167) Some people intentionally use ulterior transactions to get what they want without others knowing it.
Are ulterior transactions ethical?
83.
(p. 168) Some people have negative attitudes and use negative strokes that hurt others. Is giving negative
strokes unethical behavior?
84.
(p. 169) Select a person you know who is consistently passive. Do people take advantage of this person, such as
getting them to do more work? Do you? Is it ethical to take advantage of passive people?
85.
(p. 169-170) Select a person you know who is consistently aggressive. Do people let this person get his or
her way? Do you? What is the best way to deal with an aggressive person? What is the best way to deal with a
passive-aggressive person?
86.
(p. 170-172) Select a person you know who is consistently assertive. Do people tend to respect this person,
and does this person have effective human relations? Do you have effective human relations? What will you do
to improve your assertiveness?
87.
(p. 173-174) Recall an occasion of violence at school or work. Describe the situation. Were there signs that
violence was coming? What can you do to help prevent violence?
88.
(p. 177-179) Which conflict management style do you use most often? Why do you tend to use this conflict
style? How can you become more collaborative?
89.
(p. 164-165) What is transactional analysis? Describe the three ego states of transactional analysis.
90.
(p. 165) Explain the three types of transactions.
91.
(p. 169-170) Identify the differences between passive, aggressive, and assertive behavior.
92.
(p. 170-172) Describe the four steps of assertive behavior.
93.
(p. 173) List some ways to effectively get rid of one's anger.
94.
(p. 173-174) What are the ways in which an organization can prevent violence in the workplace?
95.
(p. 174) What are the primary reasons for conflict? What can be done to avoid conflict?
96.
(p. 177-178) Describe the five conflict management styles.
6-28
97.
(p. 177-178) State the appropriate uses of the five conflict management styles.
98.
(p. 180-182) List the steps of initiating, responding to, and mediating conflict resolutions.
Fill in the Blank Questions
99.
(p. 164) _____ is a method of understanding behavior in interpersonal dynamics.
100.
(p. 166) People in the _____ ego state respond in ways that show curiosity, fun, fantasy, or impulsiveness.
101.
(p. 165) In a(n) _____, a person appears to be in one ego state, but his or her behavior comes from a different
ego state.
102.
(p. 168) _____ is any behavior that implies recognition of another's presence.
103.
(p. 169) _____ behavior comes primarily through the obedient child or supportive parent ego state.
104.
(p. 174) A(n) _____ exists whenever two or more parties are in disagreement.
105.
(p. 174) All human relations rely on unwritten, implicit expectations by each party, called the _____.
106.
(p. 178) The _____ style of conflict management is appropriate to use when all parties have a strong interest in
different solutions and time is short.
107.
(p. 180) A(n) _____ is a person who confronts another person (or other people) about a conflict.
108.
(p. 180) The _____ describes a problem in terms of behavior, consequences, and feelings.
