WorksheetsConflict Management Review
Total questions: 10
Worksheet time: 5mins
John prefers to point out other's mistakes. Some people see his communication style as rude and aggressive. Which of the following can cause such a conflict?
concern over job security
lack of trust
difference in work styles
diversity in the workplace
Asking "Could you give me an example of what you mean?" is an example of which of he following active listening skills?
asking clarifying questions
asking people to share their perceptions
controlling emotions
capturing non-verbal cues
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
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 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
The manager of a restaurant is frustrated because one of the waiters has been absent a few times without giving any notification. The manager 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 her communication style?
using a relational statement
asking a reflective statement
dealing with emotion
using a specific behavioral statement
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
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 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."
Sally and John are in a conflict. Sally says she would give up part of her interests if John gave up part of his. This is an example of what type of conflict management style?
avoidance
compromising
collaborative
competitive
