Question 1

Supervisors need not only to answer employees' complaints and grievances, but to provide the reasoning behind the answer.

Accepted Answer

A) True 
 B)False

Question 2

The compromise style of conflict resolution is best described as "I win, you win."

Accepted Answer

A) True 
 B)False

Question 3

Describe the five conflict resolution styles.

Accepted Answer

Supervisors can select to use one of fiv

Question 4

Ramon found a solution to a conflict that could be characterized as "I win, you win." He is using the collaborative conflict resolution style.

Accepted Answer

A) True 
 B)False

Question 5

In unionized settings, supervisors should avoid making individual exceptions to resolve a complaint or grievance since:

Accepted Answer

A)  Making an exception would make the decision nonbinding, and the supervisor may change it at any time. 
B)  Supervisors should follow existing rules since only the labor union has the authority to make exceptions to the rules. 
C)  This would imply to employees that all company policies, rules, and/or the labor agreement can be disregarded. 
D)  This may set a precedent that could be used in future interpretations or negotiations of the labor agreement. 
A)  Making an exception would make the decision nonbinding, and the supervisor may change it at any time. 
B)  Supervisors should follow existing rules since only the labor union has the authority to make exceptions to the rules. 
C)  This would imply to employees that all company policies, rules, and/or the labor agreement can be disregarded. 
D)  This may set a precedent that could be used in future interpretations or negotiations of the labor agreement.

Question 6

Nonunionized employees are sometimes afraid to bring their complaints to their supervisor.

Accepted Answer

A) True 
 B)False

Question 7

A grievance is a formal complaint involving the interpretation or application of a labor agreement in a unionized setting.

Accepted Answer

A) True 
 B)False

Question 8

When an employee or steward persists in loud agruments, the supervisor should:

Accepted Answer

A)  Also raise his/her voice. 
B)  Terminate the meeting. 
C)  Ask a human resource representative to witness the meeting. 
D)  Concede the issues immediately. 
A)  Also raise his/her voice. 
B)  Terminate the meeting. 
C)  Ask a human resource representative to witness the meeting. 
D)  Concede the issues immediately.

Question 9

Many labor agreements require grievances to be answered within set periods.

Accepted Answer

A) True 
 B)False

Question 10

Substantive conflict occurs because of disagreement over what should be done or what should occur.

Accepted Answer

A) True 
 B)False

Question 11

Sometimes a "problem" can be solved when an employee simply vents frustration to a supervisor.

Accepted Answer

A) True 
 B)False

Question 12

In the workplace, the terms complaint and grievance do not mean the same thing.

Accepted Answer

A) True 
 B)False

Question 13

What are the main differences between workplace complaints and workplace grievances?

Accepted Answer

A complaint is any individual or group p

Question 14

The conflict resolution style that implies the rule of reciprocity is:

Accepted Answer

A)  Withdraw/avoid. 
B)  Accommodate/oblige. 
C)  Collaborative. 
D)  Compromise. 
A)  Withdraw/avoid. 
B)  Accommodate/oblige. 
C)  Collaborative. 
D)  Compromise.

Question 15

When a complaint or grievance is brought to a supervisor, he or she should do all of the following EXCEPT:

Accepted Answer

A)  Listen patiently and with an open mind. 
B)  Delay the time for an initial hearing. 
C)  Encourage the employee to say whatever is on his or her mind. 
D)  Treat the employee's problem as important. 
A)  Listen patiently and with an open mind. 
B)  Delay the time for an initial hearing. 
C)  Encourage the employee to say whatever is on his or her mind. 
D)  Treat the employee's problem as important.

Question 16

Complaint procedures begin at the supervisory level and if not resolved, usually end in whose hands?

Accepted Answer

A)  An outside arbitrator. 
B)  Middle management. 
C)  A mediator. 
D)  The Director of the Human Resources Department. 
A)  An outside arbitrator. 
B)  Middle management. 
C)  A mediator. 
D)  The Director of the Human Resources Department.

Question 17

The avoid/withdraw conflict resolution style is used for major issues only.

Accepted Answer

A) True 
 B)False

Question 18

When making a decision, supervisors should review the past settlement record to ensure his/her proposal is consistent with established practices.

Accepted Answer

A) True 
 B)False

Question 19

When meeting with an employee about his/her complaint, the supervisor should explain the reason for their decision in general terms to avoid confusion.

Accepted Answer

A) True 
 B)False

Supervisors need not only to answer employees' complaints and grievances, but to provide the reasoning behind the answer.

The compromise style of conflict resolution is best described as "I win, you win."

Describe the five conflict resolution styles.

Ramon found a solution to a conflict that could be characterized as "I win, you win." He is using the collaborative conflict resolution style.

In unionized settings, supervisors should avoid making individual exceptions to resolve a complaint or grievance since:

Nonunionized employees are sometimes afraid to bring their complaints to their supervisor.

A grievance is a formal complaint involving the interpretation or application of a labor agreement in a unionized setting.

When an employee or steward persists in loud agruments, the supervisor should:

Many labor agreements require grievances to be answered within set periods.

Substantive conflict occurs because of disagreement over what should be done or what should occur.

Sometimes a "problem" can be solved when an employee simply vents frustration to a supervisor.

In the workplace, the terms complaint and grievance do not mean the same thing.

What are the main differences between workplace complaints and workplace grievances?

The conflict resolution style that implies the rule of reciprocity is:

When a complaint or grievance is brought to a supervisor, he or she should do all of the following EXCEPT:

Complaint procedures begin at the supervisory level and if not resolved, usually end in whose hands?

The avoid/withdraw conflict resolution style is used for major issues only.

When making a decision, supervisors should review the past settlement record to ensure his/her proposal is consistent with established practices.

When meeting with an employee about his/her complaint, the supervisor should explain the reason for their decision in general terms to avoid confusion.

Supervising in Uncertain Times

The Managerial Functions

Communication: the Vital Link in Supervisory Management

Motivational Principles As Applied to Supervision

Solving Problems: Decision Making and the Supervisor

Positive Discipline

Supervisory Planning

Supervisory Organizing at the Departmental Level

The Supervisor and Employee Recruitment, Selection, Orientation and Training

Performance Management: Appraising, Coaching, Promoting, and Compensating

Supervisory Leadership and the Management of Change

Managing Work Groups: Teamwork, Morale and Counseling

Supervising a Diverse Workforce

Fundamentals of Controlling

Filters

Exam 15: Resolving Conflicts in the Workplace

Supervisors need not only to answer employees' complaints and grievances, but to provide the reasoning behind the answer.

The compromise style of conflict resolution is best described as "I win, you win."

Describe the five conflict resolution styles.

Ramon found a solution to a conflict that could be characterized as "I win, you win." He is using the collaborative conflict resolution style.

In unionized settings, supervisors should avoid making individual exceptions to resolve a complaint or grievance since:

Nonunionized employees are sometimes afraid to bring their complaints to their supervisor.

A grievance is a formal complaint involving the interpretation or application of a labor agreement in a unionized setting.

When an employee or steward persists in loud agruments, the supervisor should:

Many labor agreements require grievances to be answered within set periods.

Substantive conflict occurs because of disagreement over what should be done or what should occur.

Sometimes a "problem" can be solved when an employee simply vents frustration to a supervisor.

In the workplace, the terms complaint and grievance do not mean the same thing.

What are the main differences between workplace complaints and workplace grievances?

The conflict resolution style that implies the rule of reciprocity is:

When a complaint or grievance is brought to a supervisor, he or she should do all of the following EXCEPT:

Complaint procedures begin at the supervisory level and if not resolved, usually end in whose hands?

The avoid/withdraw conflict resolution style is used for major issues only.

When making a decision, supervisors should review the past settlement record to ensure his/her proposal is consistent with established practices.

When meeting with an employee about his/her complaint, the supervisor should explain the reason for their decision in general terms to avoid confusion.

Supervising in Uncertain Times

The Managerial Functions

Communication: the Vital Link in Supervisory Management

Motivational Principles As Applied to Supervision

Solving Problems: Decision Making and the Supervisor

Positive Discipline

Supervisory Planning

Supervisory Organizing at the Departmental Level

The Supervisor and Employee Recruitment, Selection, Orientation and Training

Performance Management: Appraising, Coaching, Promoting, and Compensating

Supervisory Leadership and the Management of Change

Managing Work Groups: Teamwork, Morale and Counseling

Supervising a Diverse Workforce

Fundamentals of Controlling

Filters