Defining Conflict
Which of the following is NOT a discussed result of conflict?
A. Lack of motivation
B. Smooth communication
C. Reduction in productivity
D. Loss of skilled workers
B. Smooth communication
Which of the following conflict factors involves the physical environment which individuals are exposed?
A. Personal factor
B. Perception factor
C. Situational factor
D. Relationship factor
C. Situational factor
Which of the following statements describes a conflict management style?
A. Individual’s preferred way to respond to conflict
B. Ability to perform an action or the possession of control or influence over others
C. Set of characteristics and qualities which distinguish an individual
D. Belief in someone's ability and reliability
A. Individual’s preferred way to respond to conflict
Which of the following lists the three tools of resolving conflicts?
A. Active listening, collaborative attitude, positive language
B. Collaborative attitude, third party intervention, active listening
C. Positive language, active listening, third party intervention
D. Third party invention, collaborative attitude, positive language
A. Active listening, collaborative attitude, positive language
Which of the following third parties neither makes the final decision nor has extensive expertise related to the conflict?
A. An arbitrator
B. An adjudicator
C. A facilitator
D. A mediator
C. A facilitator
-set of characteristics and qualities which distinguish an individual
Personality
Which of the following statements describes a conflict?
A. Belief in someone's ability and reliability
B. Mindset of which parties take efforts to build or maintain a healthy relationship with each other
C. Disagreement through which parties involved perceive a threat to their need, interests or concerns
D. Ability to perform an action or the possession of control or influence over others
C. Disagreement through which parties involved perceive a threat to their need, interests or concerns
According to the National Institute for Occupational Safety and Health, how many United States employees feel stressed at work?
A. 30 percent
B. 40 percent
C. 50 percent
D. 60 percent
B. 40 percent
Which of the following conflict management styles is high in assertiveness and low in cooperativeness?
A. Avoidance
B. Collaborative
C. Competitive
D. Compromising
C. Competitive
A person with a collaborative mind is NOT likely to believe which of the following statements?
A. Conflict is a mutual problem which can be solved through discussion and negotiation.
B. During a conflict, people should only focus on personal goals and final outcomes.
C. The process of conflict resolution is the process of building a relationship.
D. Through effective communication, conflicting parties will be able to accept the interests and values of others, as well as achieve their own personal goals.
B. During a conflict, people should only focus on personal goals and final outcomes.
Which of the following third parties helps conflicting parties clarify the situation and decide on a solution?
A. An arbitrator
B. An adjudicator
C. A facilitator
D. A mediator
D. A mediator
-phrase in the conflict resolution process where a neutral outsider gets involved to help the disputing parties solve the problem
Third Party Intervention
Which of the following describes a conflict which happens between a supervisor and a subordinate?
A. Intrapersonal conflict
B. Group conflict
C. Intergroup conflict
D. Interpersonal conflict
D. Interpersonal conflict
Which of the following statements describes the word “power”?
A. Belief in someone's ability and reliability
B. Mindset of which parties take efforts to build or maintain a healthy relationship with each other
C. Disagreement through which parties involved perceive a threat to their need, interests or concerns
D. Ability to perform an action or the possession of control or influence over others
D. Ability to perform an action or the possession of control or influence over others
Which of the following statements is likely to be used in the accommodating conflict management style?
A. I do not have time for you.
B. Whatever you decide works for me.
C. It is not my business.
D. I can help you on this issue.
B. Whatever you decide works for me.
Asking “what do you think about it” is an example of using which of the following active listening skills?
A. Asking clarifying questions
B. Asking people to share their perceptions
C. Acknowledging the feelings of the other party
D. Capturing non-verbal cues
B. Asking people to share their perceptions
Which of the following third parities has clear control over the final agreement?
A. An arbitrator
B. A negotiator
C. A facilitator
D. A mediator
A. An arbitrator
-a third party who manages the process of negotiation
Facilitator
Which of the following statements describes a group conflict?
A. Conflict among two or more teams in the same organization, or among different organization
B. Conflict among individuals
C. Conflict among nations
D. Conflict which occurs within a person
A. Conflict among two or more teams in the same organization, or among different organization
Which of the following is a relationship factor which contributes to conflicts?
A. Lack of trust
B. Lack of consistency
C. Lack of a management plan
D. Lack of communication skills
A. Lack of trust
Which conflict management style does a person have if they simply refuses to deal with a conflict and is indifferent to the outcome of the conflict?
A. Competitive
B. Avoidance
C. Collaborative
D. Compromising
B. Avoidance
Saying “I understand how you feel right now” is an example of using which of the following active listening skills?
A. Asking clarifying questions
B. Asking people to share their perceptions
C. Acknowledging the feelings of the other party
D. Capturing non-verbal cues
C. Acknowledging the feelings of the other party
Judges and juries are examples of which of the following types of third parties?
A. Arbitrators
B. Adjudicators
C. Facilitators
D. Mediators
A. Arbitrators
-a given authority who hears all sides of a case and makes final decision based on the information gathered
Arbitrator
Which of the following is NOT a discussed example of a threat which causes a conflict?
A. A threat to one’s position
B. A threat to one’s income
C. A threat to one’s family
D. A threat to one’s power in the organization
C. A threat to one’s family
Which of the following is an example of a conflict caused by a personal factor?
A. Conflict caused by a poor work environment
B. Conflict caused by concern over job security
C. Conflict caused by tight deadlines
D. Conflict between two employees who have different personalities
D. Conflict between two employees who have different personalities
Which of the following is the most effective management style in most conflicts?
A. Avoidance
B. Compromising
C. Collaborative
D. Accommodating
C. Collaborative
Saying “I am sure we can find a solution for this issue” is an example of using which of the following positive language skills?
A. Using a specific behavioral statement
B. Dealing with emotion
C. Asking a reflective question
D. Using relationship-building language
D. Using relationship-building language
Which of the following is NOT one of the factors of successful mediation?
A. Timing
B. Environment
C. Mediator’s age
D. Attitudes of disputing parties
C. Mediator’s age
-positive mindset of which disputing parties take efforts to build or maintain a healthy relationship with each other
Collaborative Attitude