Conflict Management
Judges and Juries are examples of which of the following third parties?
Arbitrators
Asking "Could you give me an example of what you mean?" is an example of which of the following active listening skills?
Asking clarifying questions
Which of the following is the most effective management style in most conflicts?
Collaborative
Which of the following is an example of a conflict caused by a personal factor?
Conflict between two employees who have different personalities
Which of the following is not a discussed result of conflict?
Smooth communication
Which of the following describes a conflict which happens between superior and a subordinate?
Interpersonal conflict
Which of the following statements is likely to be used in the avoidance conflict management style?
"I don't want to talk about it"
According to the National Institute for Occupational Safety and Health , how many American employees feel stressed?
40%
Which of the following third parties neither makes the final decision nor has extensive expertise related to the conflict?
A facilitator
which of the following third parties should be involved when the conflicting parties believe they can reach a solution, but need a third party to manage the process?
A facilitator
Which of the following third parties helps conflicting parties clarify the situation and decide on a solution?
A mediator
Which of the following is not a discussed example of a threat which causes a conflict?
A threat to one's family
Which of the following third parties has a clear control over the final agreement?
An arbitrator
Which of the following statements describes the word "power"?
Ability to perform an action or the possession of the control or influence over others
Saying "I understand how you feel right now," is an example of using which of the following active listening skills?
Acknowledging the feelings of the other party
Which of the following third parties is given authority and hears all sides of a case, discusses it with each party, and makes a final judgement based on the information gathered.
An arbitrator
Which of the following conflicts can be categorized as a group conflict?
Conflict between a company's sales and marketing departments
Which of the following statements describes a conflict management style?
Individual's preferred way to respond to to conflict
Asking "What do you think about it?" is an example of using which of the following active listening skills?
Asking people to share their perceptions
If a person simply refuses to deal with a conflict and is indifferent to the outcome of the conflict, which of the following conflict management styles has he or she chosen?
Avoidance
Which of the following statements describes a group conflict?
Conflict among two or more teams in the same organization, or among different organizations.
Which of the following lists the three tools of resolving a conflict?
Collaborative attitude, active listening, and positive language
Susan and Lee were in a conflict. Susan claimed she would give up part of her interests if Lee gave up part of his. This is an example of what type of conflict management style?
Compromising
David, the manager of a bookstore, prefers to directly point out other's mistakes. Some employees see his communication style as rude and aggressive. What can cause such a conflict?
Differences in work styles
Which of the following statements describes a conflict?
Disagreement through which parties involved perceive a threat to their needs, interests, or concerns.
A person with a collaborative mind is not likely to believe which of the following statements?
During a conflict, people should only focus on personal goals and final outcomes
Which of the following is a relationship factor which contributes to conflicts?
Lack of trust
Which of the following is not one of the factors of successful mediation?
Mediator's age
Which of the following is defined as "the ability to preform an action or the possession of control or influence over others"
Power
According to Dr. Sandra Collins, what are the three major types of factors which cause conflicts?
Relationship factors, personal factors, and situational factors
Which of the following conflict factors involves physical environment to which individuals are exposed?
Situational factor
Julie, the manager of a restaurant, was frustrated because one of the waiters was absent twice without any notification. However, instead of saying, "You are unreliable," Julie asked, "Could you give me a little advanced notice when you won't be able to work?" Which of the following positive language skills describes Julie's communication style?
Using a specific behavioral statement
Saying "I am sure we can find a solution for this issue," is an example of using which of the following positive language skills?
Using relationship building language
Which of the following statements is likely to be used in the accommodating conflict management style?
Whatever you decide works for me
