SWOW Chapters 13-16 Review

The personal trait that includes loyalty and trustworthiness is

• responsibility.
• self-esteem.
• integrity/honesty.
• self-management.

If you unintentionally offend someone from a different ethnic or cultural background, you should

• not take it too seriously.
• ignore it.
• apologize.
• talk to the supervisor.

In conflict resolution, the solution often involves

• compromise.
• self-improvement.
• punishment.
• humor.

Part of the etiquette of the workplace is to avoid

• dressing formally.
• gossiping.
• smiling.
• calling people by name.

When each of two parties agrees to give up something in order to reach agreement it is called

• conflict resolution.
• compromise.
• arbitration.
• mediation.

Four essential interpersonal behaviors for workers are respect, understanding, communication, and

• superiority.
• good humor.
• firmness.
• diversity.

Turning a conflict over to a third party when those involved cannot agree on a solution is called

• evaluation.
• creative thinking.
• etiquette.
• arbitration.

When dealing with your supervisor, you should

• suggest solutions to work-related problems.
• defend yourself if being criticized.
• avoid offering assistance unless it is requested.
• ask for assistance with project details that don’t need approval.

The difference between arbitration and mediation is that

• a third party is involved in mediation.
• a third party is involved in arbitration.
• the parties in conflict are bound by the decision of an arbitrator.
• the parties in conflict are bound by the decision of a mediator.

When you try to see something from another person’s point of view, you have

• tact.
• sociability.
• empathy.
• sympathy.