Copy of ESP Chapter 13 - Questions - Sheet1

Question 1

ffective Supervisory Practices

what skill determines overall effectiveness of sup

Answer 1

handling complaints and grievances

Question 2

ffective Supervisory Practices

every gripe that’s ignored can become

Answer 2

grievance

Question 3

ffective Supervisory Practices

griping

Answer 3

kind of complaining to let of steam

Question 4

ffective Supervisory Practices

is change expected with gripes

Answer 4

no - make best of situation

Question 5

ffective Supervisory Practices

what does complaint require

Answer 5

sup to take some sort of action

Question 6

ffective Supervisory Practices

grievance

Answer 6

written expression of dissatisfaction w/ aspect of job outside of control

Question 7

ffective Supervisory Practices

when issues is formal grievance not allowed on

Answer 7

management issues

Question 8

ffective Supervisory Practices

grievance involves concern of

Answer 8

policy, procedure, regulations, treatment

Question 9

ffective Supervisory Practices

what are management rights

Answer 9

org structure, work done, tools used, selection of sup, selection standards

Question 10

ffective Supervisory Practices

grievance grows out of feeling of being treated

Answer 10

harshly or unfairly by org

Question 11

ffective Supervisory Practices

what is sup first job with gripe/complaint

Answer 11

decide if grievance being voiced

Question 12

ffective Supervisory Practices

causes of grievance

Answer 12

work assignment, conditions, coworkers, supervisor, personal

Question 13

ffective Supervisory Practices

sexual harassment

Answer 13

form of misconduct that undermines integrity of wrokplace

Question 14

ffective Supervisory Practices

ensure all members know - about sex harassment

Answer 14

policies, procedure for complaint, discipline

Question 15

ffective Supervisory Practices

flare-up

Answer 15

refuse to follow orders or tell you off - danger sign

Question 16

ffective Supervisory Practices

what to look for to indicate dissatisfaction

Answer 16

danger signals

Question 17

ffective Supervisory Practices

ingredients for preventative maintenance program

Answer 17

talk w/ employes, provide outlet for complaints, monitor work conditions, show appreciation

Question 18

ffective Supervisory Practices

supervisor is considered __ __ to let off steam

Answer 18

safety valve

Question 19

ffective Supervisory Practices

one of most important role of sup is developing __ of employee

Answer 19

capabilities

Question 20

ffective Supervisory Practices

what do most union grievance procedures require

Answer 20

grievance put in writing and reported to sup first

Question 21

ffective Supervisory Practices

when should grievance be settled

Answer 21

by sup if possible

Question 22

ffective Supervisory Practices

who’s responsible to try and resolve grievance

Answer 22

immediate supervisor

Question 23

ffective Supervisory Practices

is being responsible for investigation the same as being responsible to act on findings

Answer 23

no

Question 24

ffective Supervisory Practices

you should not make statements about __ of grievance

Answer 24

merit

Question 25

ffective Supervisory Practices

if you doubt your authority to act, ask who

Answer 25

HR or supervisor

Question 26

ffective Supervisory Practices

every settled grievance is __ precedence

Answer 26

legal