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.