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Human Relations  Strategies for Success      
Strategies for Success

Chapter 13 Conflict Management

Practice Test
  1.The best overall strategy for conflict resolution is:  
  a.   lose-lose.  
  b.   win-lose.  
  c.   win-win.  
  d.   arbitration.  
  2.Which of the following is something you should NOT do when dealing with a whiner or complainer in the workplace?  
  a.   Discuss the problem with all fellow coworkers.  
  b.   Do frequent reality checks.  
  c.   Challenge the word "unfair."  
  d.   Listen, but not too much.  
  3.Conflict in the workplace is:  
  a.   always destructive.  
  b.   always constructive and beneficial.  
  c.   neutral to the workplace.  
  d.   sometimes destructive, and sometimes constructive.  
  4.Effective ground rules in resolving conflict could include all except which of the following?  
  a.   Listen carefully without interrupting.  
  b.   Put yourself in the other's place.  
  c.   Do not set time limits for a solution.  
  d.   Control your anger, even when others disagree with you.  
  5.Someone who thinks independently, solves problems creatively, and often causes conflict in the process is called a:  
  a.   troublemaker.  
  b.   low conformer.  
  c.   high conformer.  
  d.   conflict guru.  
  6.Values conflicts can best be minimized or prevented by:  
  a.   developing tolerance for others whose values differ from your own.  
  b.   making sure that no values differences exist in your workplace.  
  c.   staying off the subject of values when talking to the people in your workplace.  
  d.   making sure that you and your manager share similar values.  
  7.Before implementing a conflict strategy, the situation must be analyzed. Which of the following is NOT one of the steps included in the text?  
  a.   Analyze who is involved.  
  b.   Analyze what is at stake.  
  c.   Analyze the economic costs to the company.  
  d.   Analyze the importance of time.  
  8.What type of conflict resolution strategy would probably NOT involve any compromise?  
  a.   Consensus  
  b.   Lose-lose  
  c.   Negotiation  
  d.   Win-lose  
  9.An effective conflict resolution strategy is one in which:  
  a.   both sides have recourse in case the agreement breaks down or is not honored.  
  b.   underlying assumptions have been tested and questioned by both sides.  
  c.   both sides have discussed and understood differing perceptions of reality.  
  d.   both sides can use the change to examine each other's best interests.  
  10.The best definition of a collaborator is:  
  a.   someone who uses compromise as the main method of resoving conflict.  
  b.   someone who isn't living up to the expectations of the company.  
  c.   conflict-oriented people who sabotage the operations of a company.  
  d.   conflict managers who are working toward win-win solutions.  







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