Interpersonal Studies 1st Semester Exam Review 2019

Which of the following conflicts can be cateforized 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

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 style

• 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 clarification 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?

• asking a relational statement

• asking a reflective question

• dealing with emotion

• using a specific behavioral statement

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

Which of the following third parties neither makes the final decision nor has extensive expertise related to the conflict

• an arbitrator

• an adjudicator

• a facilitator

• a mediator

Which of the following third parties helps conflicting parties clarify the situation and decide on a solution?

• an arbitrator

• an adjudicator

• a facilitator

• a mediator

Which of the following third parities has clear control over the final agreement?

• an arbitrator

• a negotiator

• a facilitator

• a mediator