Chapter 9, 10, 12 Test (10 marks)

1. A/An _________________ maintains or strengthens the group itself.

2. A/An _________________ is a short-term milestone that enables managers to
map out the conditions that must be met for goals to be reached.
3. A/An _________________ directs a group toward a major outcome or product.
4. The _________________ conflict management style views individuals as
partners who can each satisfy their personal needs by working together
and exchanging ideas, information, feelings, and beliefs.
5. ______________ is a disagreement among people and within organizations.
6. The _______________ conflict management style refers to reflecting a
situation away without dealing with the causes of the conflict.
7. The _________________ conflict management style is frequently associated
with collective bargaining between labor and management. It requires
sufficient time and an awareness and understanding of the needs of each
party.
8. ___________________ is the process of listening to someone’s problem and
guiding them as the solve it.
9. When a manager thinks in terms of stereotypes or becomes judgmental, it
is nearly impossible for him or her to express _______________.
10. An ________________ question puts the responsibility on the employee to
work through the question and possibly arrive at a deeper processing of
his or her thoughts and emotions.