Chpt 12

Question 1

Conflict

Answer 1

is a disagreement or tension between two or more parties (individuals or groups). This disagreement or tension is the result of a perceived threat to one’s needs, interests, or concerns.

Question 2

forcing conflict management style

Answer 2

If a behavior is offensive or unacceptable, use the . This style attempts to make the other party do things your way. The other party has no say whatsoever. This style deals directly with the issue. When using this style, remain calm and unemotional and do not turn the discussion into an argument. Your goal is to provide your solution to the problem while communicating that the inappropriate behavior is unacceptable.

Question 3

The avoiding conflict management style

Answer 3

is used when you do not want to deal with the conflict, so you ignore the offense. Sometimes we avoid a conflict because the offense is not a big enough deal to upset others. Other times, we avoid the conflict because we are not strong or confident enough to stand up for our rights. Although it is perfectly appropriate to ignore a conflict at times, do stand up for your rights when necessary.

Question 4

The accommodating conflict management style

Answer 4

allows the other party to have his or her way without the other party knowing there was a conflict.

Question 5

A compromising conflict management style

Answer 5

occurs when both parties give up something of importance to arrive at a mutually agreeable solution to the conflict.

Question 6

collaborating conflict management

Answer 6

This differs from the style, in which both parties work together to arrive at a solution without having to give up something of value.

Question 7

negotiation.

Answer 7

When faced with conflict, your goal is to create a dialog with other involved parties in an effort to create a solution that is fair to all. This is called

Question 8

passive behavior

Answer 8

if you consistently allow others to have their way.

Question 9

Assertive behavior

Answer 9

is when you stand up for your rights without violating the rights of others. This is done by displaying confidence and not being ashamed to defend your position by sharing your concerns in an inoffensive manner. Professionals behave in an assertive manner, not in an aggressive manner.

Question 10

aggressive behavior

Answer 10

Individuals exhibiting stand up for their rights in an offensive way that violates others’ rights. Others do not have to be harmed or put down for you to be heard or to have your way.

Question 11

harassment.

Answer 11

Offensive, humiliating, or intimidating behavior is called

Question 12

sexual harassment

Answer 12

as unwanted advances of a sexual nature.

Question 13

Quid pro quo harassment

Answer 13

is behavior that is construed as payback for a sexual favor (e.g., you sleep with your boss and the boss gives you a raise in return). The EEOC states that quid pro quo harassment can include “verbal, visual or physical conduct of a sexual nature.”

Question 14

Hostile behavior harassment

Answer 14

includes any behavior by another employee that is of a sexual nature that you find offensive. The EEOC states this behavior can include “verbal slurs, physical contact, offensive photos, jokes, or any other offensive behavior of a sexual nature.”

Question 15

a workplace bully.

Answer 15

An employee who behaves in an offensive, humiliating, or intimating manner is called

Question 16

shop steward

Answer 16

Each workplace represented by a union has a shop steward, a coworker who is very familiar with the union contract and the procedures available to assist you in resolving a workplace conflict.

Question 17

grievance

Answer 17

A problem, unfair treatment, or conflict related to employment is called a .

Question 18

grievance procedure.

Answer 18

The formal steps taken in resolving a conflict between the union and an employer is called a

Question 19

employee assistance programs (EAPs).

Answer 19

An EAP typically provides free and confidential psychological, financial, and legal advice. This benefit is generally extended to everyone who lives in your household. If you are experiencing a stressful situation at work or home, take advantage of this benefit.