Study for Conflict Management Final Assessment

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

• Conflict between coworkers on 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?

• A. Relationship factors, personal factors, situational factors

• B. Personal factors, perceptional factors, situational factors

• C. Situational factors, relationship factors, perceptional factors

• D. 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?

• A. Trust

• B. Perception

• C. Personality

• D. 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?

• A. Concern over job security

• B. Lack of trust

• C. Differences in work styles

• D. Diversity in the workplace

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

• A. This is your problem, not mine.

• B. Whatever you decide works for me.

• C. I don’t want to talk about it.

• D. I can help you on this issue.

Susan and Lee were in a conflict. Susan claimed she would give up part of her interest if Lee gave up part of his. This is an example of what type of conflict management style?

• A. Avoidance

• B. Compromising

• C. Collaborative

• D. Competitive

Asking “could you give me an example of what you mean” is an example of which of the following active listening skills?

• A. Asking clarifying questions

• B. Asking people to share their perceptions

• C. Controlling emotions

• D. 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?

• A. Using a relational statement

• B. Asking a reflective question

• C. Dealing with emotion

• D. 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. A mediator

• B. A facilitator

• C. An arbitrator

• D. 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. A mediator

• B. A facilitator

• C. An arbitrator

• D. A negotiator