chapter 12

Question 0

basic rules when dealing with conflict

Answer 0

resolve in person
remain calm and unemotional 
be silent and listen
view other perspective
explain your position and offer a solution 
come to a solution

Question 1

conflict is

Answer 1

when there is a disagreement or tension between two or more parties

Question 2

forcing management style

Answer 2

deals with the issue directly, trying to make someone do things your way

Question 3

avoiding management style

Answer 3

when you do not want to deal with it so you avoid it

Question 4

accommodating management style

Answer 4

allowing the other party to get what they want without them knowing there was a conflict

Question 5

compromising management style

Answer 5

when both parties agree mutually by giving up something of importance

Question 6

collaborating management style

Answer 6

both parties work together to agree

Question 7

negotiation is

Answer 7

creating a solution that is fair to everyone involved

Question 8

meditator is

Answer 8

assister in feuding parties to come to a mutual agreement

Question 9

passive behaviour is

Answer 9

allowing others to have their way

Question 10

assertive behaviour

Answer 10

standing up for your rights while not affecting others rights

Question 11

aggressive behaviour

Answer 11

standing up for your right that violates others rights

Question 12

harassment is

Answer 12

offensive humiliating or intimidating behaviour

Question 13

sexual harassment

Answer 13

unwanted advances of a sexual nature

Question 14

quid pro quo harassment

Answer 14

behaviour countries as pay back for a sexual favour

Question 15

hostile behaviour harassment

Answer 15

any behaviour of a sexual nature by another employee that you find offensive

Question 16

workplace bully is

Answer 16

employees who are intentionally rude and unprofessional to others

Question 17

shop steward is

Answer 17

coworker who is very familiar with the union contract and procedures available to assist you in resolving workplace conflict

Question 18

grievance

Answer 18

problem or conflict that occurs in a union setting

Question 19

grievance procedure

Answer 19

formal steps taking in resolving a conflict between the union and an employee

Question 20

employee assistance programs provide

Answer 20

free and confidential psychological, financial, and legal advice

Question 21

conflict management styles are

Answer 21

forcing
avoiding
accommodating
compromising
collaborating