Conflict Management

Which of the following conflicts can be categorized as a group conflict?

• Conflict between coworkers in the same team
• Conflict between a company's sales and marketing departments
• Conflict between a customer and a service representative
• Conflict between an employee and his manager

According to Dr. Sandra Collins, what are the three major types of factors which cause conflicts?

• Relationship factors, personal factors, situational factors
• personal factors, perceptional factors, situational factors
• situational factors, relationship factors, perceptional factors
• relationship factors, perceptional factors, personality factors

Which of the following is defined as "the ability to perform an action or the possession of control or influence over others?"

• trust
• perception
• personality
• power

David, the manager of a bookstore, prefers to directly point out other's mistakes. Some employees see his communication style as rude and aggressive. Which of the following can cause such a conflict?

• concern over job security
• lack of trust
• differences in work styles
• diversity in the workplace

Which of the following statements is likely to be used in the avoidance conflict management style?

• "This is your problem, not mine."
• "Whatever you decide works for me."
• "I don't want to talk about it."
• "I can help you on this issue."

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?

• avoidance
• compromising
• collaborative
• competitive

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
• Asking people to share their perceptions
• Controlling emotions
• Capturing non-verbal cues

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 relational statement
• Asking a reflective question
• Dealing with emotion
• Using a specific behavioral statement

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 mediator
• a facilitator
• an arbitrator
• an adjudicator

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 judgment based on the information gathered?

• a mediator
• a facilitator
• an arbitrator
• a negotiator