College of Business, Education and Healthcare — NCTVET Level 3

BUSINESS ADMINISTRATION (Management)

MANAGING CONFLICT RESOLUTION | FINAL EXAMINATION |

Facilitator: Mr. Ephraim Pryce TIME ALLOWED: 2 HOURS

READ THE FOLLOWING CAREFULLY

INSTRUCTIONS

1. Answer ALL Questions. DO THIS IN THE ANSWER BOOKLET PROVIDED

2. If you cannot answer a question, omit it and continue onto the next. You may return to it later

3. DO NOT write in this question booklet

4. Return the unmarked question booklet to the examiner along with the answer sheet

Section A: MULTIPLE CHOICE

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Please circle the option that most appropriately matches your response (1 marks each)

1. Which of the following is not a of the following options best explains

characteristic of conflict? why this situation resulted in a conflict?
a) expressed struggle a) The objective of each party was to
b) independent parties win at the other party's expense,
c) perceived incompatible goals regardless of the cost.
d) perceived interference from outside b) All projects involves strong
parties conflicting results.
c) Each party was vying for the
2. Pursuing your interests without denying attention of senior management.
your partner’s rights and interests is d) Both parties invested a lot of time on
called _________________. their respective projects.
a) aggressiveness
b) responsiveness 5. _________ refers to the degree to which
c) forthrightness one party attempts to satisfy the other
d) Assertiveness party's concerns.
a) Assertiveness
3. The first thing to do when resolving b) Cooperativeness
conflict with someone else is to: c) Agreeableness
a) Assertively but courteously state d) Collaboration
your perspective
b) Brainstorm possible solutions to the 6. The actual achievements compared with
problem the objectives of the job is
c) Slap some sense into them a) Job performance
d) Listen to their perspective b) Job evaluation
c) Job description
4. Jonathan and Sam are employed at a d) None of the above
PR company in Boston. Both of them
want the company to fund projects 7. Job analysis provides information used
they've been working on for the past for writing:
three years, but senior management has a) Organisation chart
informed them that the company will b) Policy
only fund one of the projects. Which one c) Job Description

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 d) Procedure
8. Arrange the following staffing procedure
in the correct sequence:
I. Determining sources of personnel
supply
II. Preparing personnel specifications
III. Selection of personnel
IV. Determining Personnel
Characteristics
a) A. (ii), (i), (iv) and (iii)
b) B. (i), (ii), (iii) and (iv)
c) C. (ii), (i), (iii) and (iv)
d) D. (ii), (iii), (i) and (iv)
9. Why are employers interested in
employee engagement?
a) To encourage employees to trust
their managers
b) To make a quick profit
c) Because engaged employees are
more motivated and prepared to give
of their best to make the firm
succeed
d) To make employees work harder for
less
10. The following is (are) concerned with
developing a pool of candidates in line
with the human resources plan.
a) Development
b) Training
c) Recruitment
d) All of the above
11. A diverse workforce is one where there
are people from a wide variety of
backgrounds, such as _____.
I. gender identity
II. race
III. religion.
a) I, II, and III
b) II only
c) II and III only
d) I only
12. Which of the following is NOT one of the
current trends in gender diversity in the
workforce?
a) Women desiring for their employers
to become good corporate citizens
b) Women receiving the same pay as
their male counterparts
c) Women being passed over for
promotions as compared to their
male counterparts
d) Women wanting greater flexibility,
onsite daycare, and maternity leave
13. Over the years, Tim has hired
employees from diverse cultural
backgrounds. He notices that some of
the employees are having trouble
getting along due to cultural differences.
What type of program could he use to
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help his employees appreciate and
understand one another?
a) On-the-Job Training
b) Corporate Training
c) Sensitivity Training
d) Corporate Retreats
14. What is ‘diversity management’?
a) Diversity management is a collective
term used to describe all human
resource policies and procedures
related to equal employment
opportunity.
b) Diversity management is the name
given to the team of employees
responsible for establishing diversity
aims and objectives.
c) Diversity management is about
recognising and valuing human
differences and creating an inclusive
environment.
d) Diversity management is the
process of identifying the diverse
needs of staff and matching them to
the needs of the organisation.
15. The challenge of managing a diverse
workforce is of even greater importance
for:
a) local firms.
b) national firms.
c) global firms.
d) not-for-profit organizations.
16. When a task appears overwhelming, it is
best to
a) Put it off until later
b) Drink a glass of alcohol to help relax
you
c) Break it down into smaller segments
d) Avoid the task
17. Which of following is/are suggested time
management technique(s)?
a) Clean up and get organized
b) Make good use of technology
c) Concentrate on one key task at a
time
d) All of the above
18. Which of the following contributions to
an employee's levels of stress is NOT
work-related?
a) Work load
b) Role and responsibility
c) Economic conditions
d) Organisational climate
19. Which of the following would be
considered as using the time
management technique of "getting off to
a good start"?
a) Tackle the tough task first
because this is usually your peak
energy time.
b) Tackle easy items first to build
momentum
 c) Leave after the morning rush is
over to avoid traffic jams on the
freeway.
d) Begin the day by talking to co-
workers to find out what are the
hot agenda items for the day.
20. Which of these is NOT a good way to
prevent stress?
a) Getting enough sleep
b) A proper diet
c) Drinking beverages high in
caffeine
d) Taking time out for relaxation

Section B: SHORT ANSWERS

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BREIFLY answer all the following questions in this section on your answer booklet in complete
sentences.

1. Briefly define the term "human resources management" and outline the steps in the human
resource management process. (5mrks)
2. Explain why workforce diversity has become an important issue in management and identify
THREE ethical reasons for the active pursuit of diversity in the workplace. (5mrks)
3. Define the term stress and explain the THREE main types of stress that is most common in
the workplace. (5mrks)
4. We know stress can contribute to illness. Explain THREE stress management techniques
that can help in controlling high levels of stress in the workplace? (5mrks)

5. Working in a large organization allows one to encounter persons with individual differences.
Indicate FOUR (4) such differences an employee may display in an organization. (5 mrks)

6. Compare functional and dysfunctional conflict. Which one do you thing works best in a high
performance organization? Explain your decision. (5 mrks)

Section C: CASE STUDY RESPONSE

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In this section, you will be required to answer one of the following case scenarios by providing a
formal response in your answer booklet.

1. Kevin enjoys his job immensely; however, since he was promoted, he is not as happy as
before. His new position requires that he moves to another location and work with new
group of persons. His new boss is very demanding and is quite aggressive towards his staff.
Kevin often avoids talking with him. As a result, he misses scheduled meeting and fails to
meet set deadlines. Kevin does not know what to do, as he does not want to leave the
company to find a new job.

a). Identify TWO (2) of Kevin’s stressors (2 marks)

b). State the effect that Kevin’s stress in having on the performance. (4 marks)
c). Recommended TWO (2) actions Kevin needs to take to deal with the challenges he is
experiencing. (4 marks)

OR
2. The supervisor of the Technical Support Department, Mr. Leslie, has noticed that Brain, one
of his best technicians, has been displaying remarkable changes in behaviour. Brian has
scored less than the minimum 75% requirement on his performance appraisal. In addition,
he has been caught smoking and drinking alcohol on the premises, and has been involved in
several physical altercations with security staff.

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 The general manager has asked Mr. Leslie to do something about Brian. Mr. Leslie does not
know what to do because he has spoken to Brian on several occasions. He suspects Brian is
having problems with his marriage, but does not know how to approach him on such
personal subjects.

a). Outline THREE (3) possible stress and time management techniques Mr. Leslie could
take to get
Brain back on track. Explain the reason for your recommendations. (6 marks)
(b). Outline FOUR (4) actions Mr. Leslie can take to prevent other employees from
experiencing the
same issues Brian encountered. (4 marks)

END OF YOUR EXAMINATION [Total: 60 Marks]

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