Human Relations in Organizations Applications and Skill Building 9th Edition Lussier Test Bank

Human Relations in Organizations
Applications And Skill Building 9th

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Chapter 06
Dealing with Conflict
True / False Questions
1. It is best to be in the natural child ego state if the person with whom you are interacting is in the
adult ego state.
True False
2. When an employee is in the adapted child ego state, the manager should not behave similarly.
True False
3. It is appropriate to be in the parent ego state if the person with whom you are interacting is acting
like a child.
True False
4. Crossed transactions occur when a message seems to be coming from one ego state, but in
reality it is coming from another.
True False
5. Stroking is any behavior that implies recognition of another's presence.
True False
6. Assertiveness is the process of expressing thoughts and feelings while getting what one wants
through any possible way.
True False
7. People low on the personality adjustment dimension, using aggressive behavior, are more apt to
become angry and violent.
True False
8. Anger can lead to assertive behavior to resolve problems.
True False
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9. A key factor in controlling your anger is using passive behavior.
True False
10. Workplace violence is often spontaneous.
True False
11. Very little conflict within an organization is a sign of well-thought out management practices.
True False
12. The advantage of the forcing conflict management style is that better organizational decisions will
be made rather than less effective, compromised decisions.
True False
13. Being afraid to be assertive is not a problem; it's not being assertive when one is afraid that's the
problem.
True False
14. The accommodating approach is unassertive and cooperative.
True False
15. The collaborating conflict style user attempts to resolve the conflict through assertive give-and-
take concessions.
True False
16. The collaborating style is appropriate when time is short.
True False
17. The compromising style is appropriate to use when time is short.
True False
18. Collaboration is not always appropriate in supervisor-employee conflicts.
True False
19. Confronters are successful at resolving conflict when they wait long enough before confronting
the other party and do it in an emotional state.
True False
20. When employees are in a conflict, the mediating manager should make them realize that it's their
problem, not his.
True False
Multiple Choice Questions
21. The _____ controls the conversation using advising responses.
A. sympathetic parent
B. critical parent
C. natural child
D. adult
22. The _____ uses probing responses that show curiosity, fun, fantasy, or impulsiveness.
B. critical parent
C. natural child
D. adapted child
23. The _____ responds with confrontational advising responses that express rebelliousness.
B. critical parent
C. natural child
D. adapted child
24. The _____ uses reassuring responses that are protecting, permitting, and consoling.
B. critical parent
C. natural child
D. adapted child
25. In a(n) _____ transaction, the sender of a message gets the intended response from the
receiver.
A. crossed
B. ulterior
C. complementary
D. concealed
26. In a(n) _____ transaction, the person appears to be in one ego state, but his or her behavior
comes from a different ego state.
A. crossed
B. ulterior
C. complementary
D. concealed
27. In a(n) _____ transaction, the sender does not get the expected response.
A. crossed
B. ulterior
C. complementary
D. concealed
28. "Please review these figures by Monday and give me a report." "I'll have it ready first thing in the
morning." Which of the following transactions is this an example of?
A. Crossed
B. Complementary
C. Responsive
D. Ulterior
29. "I need you to make a presentation to a potential client today." "Why do I have to do it? Can't you
get someone else to do it?" Which of the following transactions is this an example of?
A. Crossed
B. Complementary
C. Responsive
D. Ulterior
30. "Can you help me arrange tomorrow's schedule?" "Sure. I don't mind" (thinking—I'll arrange it to
my convenience). Which of the following transactions is this an example of?
A. Crossed
B. Complementary
C. Responsive
D. Ulterior
31. "I missed out on some figures and now I have to redo the entire report." "It happens to all of us at
some point." Which of the following transactions is this an example of?
A. Crossed
B. Interior
C. Complementary
D. Ulterior
32. A manager assigns merit raises to employees based on performance. An employee comes to the
manager to complain about not getting a higher merit raise. Which of the following is an adult
response?
A. "I want to know why I didn't get a larger merit raise."

B. "Bill got a larger merit raise than I did. Will you please explain what Bill does that I don't so that
I can do better the next round?"
C. "It's your job to give objective and fair merit raises. So why didn't you do it?"
D. "You were not fair in giving me that merit raise. I'm a better worker than the two people who
got the largest raises?"
33. A customer brought a pair of shoes to be re-soled. Later, at home she realized the shoes were
now too tight. She returned to the shoe shop and said, "What's wrong with you? Don't you know
how to put new soles on without making the shoe smaller?" Which of the following is a natural
child response?
A. "It's not my fault, and they can't be redone. See you later."
B. "I'm sorry it happened. Shall I try stretching the shoes to make them fit?"
C. "You must have been disappointed. It's a nice pair of shoes. What can I do to make it up to
you?"
D. "That's funny; it never happened before."
34. _____ is any behavior that implies recognition of another's presence.
A. Assertiveness
B. Aggressiveness
C. Performance
D. Stroking
35. When people stand up for their rights without violating the rights of others, they are using _____.
A. aggressive behavior
B. passive behavior
C. assertive behavior
D. strokes
36. _____ is the process of expressing thoughts and feelings while asking for what one wants in an
appropriate way.
A. Aggressiveness
B. Assertiveness
C. Passivity
D. Nonassertiveness
37. _____ behavior is an avoidance of behavior or an accommodation of the other party's wishes
without standing up for one's own rights.
A. Passive
B. Aggressive
C. Assertive
D. Hostile
38. _____ comes primarily through the adapted child and the critical parent ego states.
A. Aggressiveness
B. Assertiveness
C. Passivity
D. Nonassertiveness
39. The life position of an assertive person is:
A. "I'm OK—You're not OK."

B. "I'm OK—You're OK."
C. "I'm not OK—You're OK."
D. "I'm not OK—You're not OK."
40. _____ behavior is generally the most effective method of getting what you want while not taking
advantage of others.
A. Passive
B. Aggressive
C. Assertive
D. Hostile
41. Which of the following phrases will a passive person most likely use?
A. "You need to know…"

B. "No. I won't be able to…"
C. "I would like…"
D. "I don't want to bother you, but…"
42. "You had better have that draft proposal ready by noon, or else." Which of the following behaviors
is this an example of?
A. Passive
B. Assertive
C. Complementary
D. Aggressive
43. Cindy didn't say anything the first time Carl jostled her as they passed in the hall. On the way
back, he did it again. This time, Cindy caught his eye, smiled, and said, "Carl, you should signal
before crossing into my lane." Cindy's behavior is best described as _____.
A. aggressive
B. passive
C. assertive
D. passive-aggressive
44. "It's not really important, but I was wondering if I could talk to you about my annual raise." This is
an example of a(n) _____ response.
A. aggressive
B. passive
C. passive-aggressive
D. assertive
45. "Sure, I'll look over those numbers once again," said Sam walking out in a huff and slamming the
door. This is a case of _____ behavior.
A. aggressive
B. passive
C. assertive
46. "I would prefer you keeping me informed the next time you decide to come to work late so that I
may make alternate plans." This is an example of a(n) _____ response.
A. assertive
B. passive
D. aggressive
47. You have been asked out on a date by a coworker you are not attracted to. In fact, you don't
really like the person. Which of the following is an assertive behavioral response?
A. Agree to go out on the date.

B. "Are you kidding me? I wouldn't go out with you."
C. "I'm sorry, but you're not my type."
D. "I'm sorry, but I'm busy that night."
48. Which of the following is a positive outcome of anger?
A. Aggressive behavior
B. Assertive behavior
C. Perception issues
D. Passive behavior
49. A key factor in controlling anger is being:
A. assertive instead of passive.

B. passive instead of aggressive.
C. aggressive instead of assertive.
D. passive-aggressive instead of assertive.
50. Which of the following helps one get rid of anger?
A. Being empathic and using reflecting statements

B. Giving orders or ultimatums
C. Developing positive affirmations
D. Encouraging people to vent anger in appropriate ways
51. Which of the following helps one deal with the anger of others?
A. Developing positive affirmations

B. Being empathic and using reflecting statements
C. Giving orders or ultimatums
D. Using an anger journal
52. The very first step toward preventing workplace violence is:
A. training all employees to deal with anger.

B. screening job applicants with violent histories.
C. hiring a security agency to prevent any untoward incident from taking place.
D. creating a written policy addressing workplace violence.
53. One of the primary reasons why conflict occurs is because people:
A. fail to make their expectations known to others.

B. are usually aggressively pursuing their goals.
C. tend to be empathic toward their colleagues.
D. use reflecting statements to aggravate a problem.
54. Which of the following is one of the main reasons for conflict?
A. People tend to be empathic toward their colleagues.

B. People try to find humor in difficult situations.
C. People assume that their expectations match the ones others have.
D. People use reflecting statements to aggravate a problem.
55. The user of the _____ style attempts to resolve a conflict by using aggressive behavior.
A. forcing
B. avoiding
C. accommodating
D. compromising
56. Which of the following is an advantage of the forcing style of conflict management?
A. Maintaining relationships that would be hurt through conflict resolution

B. Making better organizational decisions
C. Curbing hostility and resentment
D. Choosing the best solution to the conflict
57. The _____ conflict style user attempts to passively ignore the conflict rather than resolve it.
A. forcing
B. avoiding
C. accommodating
D. compromising
58. The _____ conflict style user attempts to resolve the conflict by passively giving in to the other
party.
A. forcing
B. avoiding
C. accommodating
D. compromising
59. The _____ conflict style user attempts to resolve the conflict through assertive give-and-take
concessions.
A. collaborating
B. avoiding
C. accommodating
D. compromising
60. The _____ conflict style user assertively attempts to resolve the conflict with the best solution
agreeable to all parties.
A. collaborating
B. avoiding
C. accommodating
D. compromising
61. In spite of repeated reminders, Edward still hasn't updated the production schedule. Richard, his
boss, should use the _____ conflict management style in this situation.
A. avoiding
B. collaborating
C. forcing
D. compromising
62. Keeping in mind the uncertain economic conditions, the workers at a steel plant agree to a lower
wage package in exchange for job security. What type of conflict management style is this?
A. Avoiding
B. Collaborating
C. Accommodating
D. Compromising
63. Three colleagues have been given the responsibility of coming up with a policy regarding Internet
use during working hours. All of them have different opinions about what it should entail. What
would be the appropriate conflict management style to use in this case?
A. Avoiding
B. Collaborating
C. Forcing
D. Compromising
64. Dan regularly gives in to his employees' requests for extensions on deadlines. As a result, he
often has to apologize to clients for the delays. Which of the following conflict management styles
is Dan using?
A. Accommodating
B. Collaborating
C. Avoiding
D. Forcing
65. Amanda always reaches work half an hour late. However her boss, Jill, never confronts her about
her tardiness. Which of the following conflict management styles is Jill using?
A. Forcing
B. Collaborating
C. Avoiding
D. Compromising
66. Michelle has a packed schedule for the entire week. Her colleague asks her to help with the
induction program scheduled for the company's new recruits. Michelle agrees to help. Which of
the following conflict management styles is Michelle using?
A. Collaborating
B. Accommodating
C. Avoiding
D. Compromising
67. Felix and Hannah have to conduct a market survey for a client. They cannot decide how to divide
the work between them. Finally, they agree that Felix will be in charge of preparing the survey
questionnaire and the presentation file while Hannah will take care of analyzing the data and
presenting the findings to the client. Which of the following conflict management styles have the
two used here?
A. Avoiding
B. Accommodating
C. Collaborating
D. Compromising
68. Which of the following is a step in initiating conflict resolution?
A. Listening to and paraphrasing the problem using the XYZ model

B. Asking for, and/or giving, alternative solutions
C. Implementing one's plan persistently
D. Agreeing with some aspect of the complaint
69. You have been bringing in food and drinks and putting them in the refrigerator at work. Your
coworker, Chris, has been taking them without asking. You don't think it's fair for Chris to take
your food and drinks. Which of the following would you say as your XYZ statement to initiate
conflict resolution?
A. "Chris, you have been taking my food, and I don't get to eat it. I feel as though you are taking
advantage of me."
B. "Chris, this is very rude of you, the way you eat my food without asking."
C. "Chris, why don't you get your own food and drinks and stop having mine."
D. "Chris, I feel you are taking advantage of me by taking my food and drinks. You need to stop
it."
70. The first step in responding to conflict resolution is to:
A. plan to maintain ownership of the problem using the XYZ model.

B. have each party state his or her complaint using the XYZ model.
C. make an agreement for change.
D. listen to and paraphrase the problem using the XYZ model.
Short Answer Questions
71. Give an example of a complementary transaction you experienced. Be sure to identify the ego
states involved.
72. Give an example of a crossed transaction you experienced. Be sure to identify the ego states
involved.
73. Give an example of an ulterior transaction you experienced. Be sure to identify the ego states
involved.
74. Identify your present or a past boss's life position and use of stroking.
75. Recall an example of when you used or observed passive-aggressive behavior. How did it affect
human relations?
76. Recall an actual conflict you faced. Identify passive, aggressive, and assertive responses to the
situation.
77. Recall a situation in which someone was angry with you, preferably your boss. What was the
cause of the anger? Did the person display any signs of potential violence? If so, what were they?
How well did the person deal with his or her anger? Give the specific tips the person did and did
not follow.
78. Recall a situation in which you were angry with someone. What was the cause of your anger? Did
you display any signs of potential violence? If so, what were they? How well did you deal with
your anger? Give the specific tips you did and did not follow.
79. Describe a conflict you observed in an organization, preferably an organization with which you
are, or were associated. Explain the conflict in terms of the people involved and the reasons for
the conflict.
80. Give an example of a conflict situation you face or have faced. Identify and explain the
appropriate conflict management style to use.
81. Some people say that because transactional analysis was developed in the 1960s, it is outdated.
Do you agree, or do you believe that TA can help us understand behavior and improve human
relations?
82. Some people intentionally use ulterior transactions to get what they want without others knowing
it. Are ulterior transactions ethical?
83. Some people have negative attitudes and use negative strokes that hurt others. Is giving negative
strokes unethical behavior?
84. Select a person you know who is consistently passive. Do people take advantage of this person,
such as getting them to do more work? Do you? Is it ethical to take advantage of passive
people?
85. Select a person you know who is consistently aggressive. Do people let this person get his or her
way? Do you? What is the best way to deal with an aggressive person? What is the best way to
deal with a passive-aggressive person?
86. Select a person you know who is consistently assertive. Do people tend to respect this person,
and does this person have effective human relations? Do you have effective human relations?
What will you do to improve your assertiveness?
87. Recall an occasion of violence at school or work. Describe the situation. Were there signs that
violence was coming? What can you do to help prevent violence?
88. Which conflict management style do you use most often? Why do you tend to use this conflict
style? How can you become more collaborative?
Essay Questions
89. What is transactional analysis? Describe the three ego states of transactional analysis.
90. Explain the three types of transactions.
91. Identify the differences between passive, aggressive, and assertive behavior.
92. Describe the four steps of assertive behavior.
93. List some ways to effectively get rid of one's anger.
94. What are the ways in which an organization can prevent violence in the workplace?
95. What are the primary reasons for conflict? What can be done to avoid conflict?
96. Describe the five conflict management styles.
97. State the appropriate uses of the five conflict management styles.
98. List the steps of initiating, responding to, and mediating conflict resolutions.
Fill in the Blank Questions
99. _____ is a method of understanding behavior in interpersonal dynamics.
________________________________________
100.People in the _____ ego state respond in ways that show curiosity, fun, joyfulness, and fantasy.
________________________________________
101.In _____, a person appears to be in one ego state, but his or her behavior comes from a different
ego state.
________________________________________
102._____ is any behavior that implies recognition of another's presence.
________________________________________
103._____ behavior comes primarily through the obedient child or supportive parent ego state.
________________________________________
104.A hostile environment, also called _____, causes violence at the workplace.
________________________________________
105.All human relations rely on unwritten, implicit expectations by each party, called the _____.
________________________________________
106.The _____ style of conflict management is appropriate to use when all parties have a strong
interest in different solutions and time is short.
________________________________________
107._____ is a person who confronts another person (or other people) about a conflict.
________________________________________
108.The XYZ model describes a problem in terms of _____.
________________________________________
Chapter 06 Dealing with Conflict Answer Key
True / False Questions
1. It is best to be in the natural child ego state if the person with whom you are interacting is in
(p. 168) the adult ego state.
FALSE
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 06-01 Describe the three ego states of transactional analysis.
2. When an employee is in the adapted child ego state, the manager should not behave
(p. 168) similarly.
TRUE
Blooms: Understand
Difficulty: 1 Easy
3. It is appropriate to be in the parent ego state if the person with whom you are interacting is
(p. 169) acting like a child.
TRUE
Blooms: Remember
Difficulty: 1 Easy
4. Crossed transactions occur when a message seems to be coming from one ego state, but in
(p. 169) reality it is coming from another.
FALSE
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 06-02 Explain the three types of transactions.
5. Stroking is any behavior that implies recognition of another's presence.

(p. 171)
TRUE
Blooms: Remember
Difficulty: 1 Easy
6. Assertiveness is the process of expressing thoughts and feelings while getting what one wants
(p. 172) through any possible way.
FALSE
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 06-03 Identify the differences between passive; aggressive; and assertive behavior.
7. People low on the personality adjustment dimension, using aggressive behavior, are more apt
(p. 176) to become angry and violent.
TRUE
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 06-04 List the four steps of assertive behavior.
8. Anger can lead to assertive behavior to resolve problems.

(p. 176)
TRUE
Blooms: Remember
Difficulty: 1 Easy
9. A key factor in controlling your anger is using passive behavior.

(p. 177)
FALSE
Blooms: Remember
Difficulty: 1 Easy
10. Workplace violence is often spontaneous.

(p. 177)
FALSE
Blooms: Remember
Difficulty: 1 Easy
11. Very little conflict within an organization is a sign of well-thought out management practices.
(p. 179)
FALSE
Blooms: Remember
Difficulty: 1 Easy
12. The advantage of the forcing conflict management style is that better organizational decisions
(p. 181) will be made rather than less effective, compromised decisions.
TRUE
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 06-05 State when and how to use five conflict management styles.
13. Being afraid to be assertive is not a problem; it's not being assertive when one is afraid that's
(p. 182) the problem.
TRUE
Blooms: Remember
Difficulty: 1 Easy
14. The accommodating approach is unassertive and cooperative.

(p. 182)
TRUE
Blooms: Remember
Difficulty: 1 Easy
15. The collaborating conflict style user attempts to resolve the conflict through assertive give-and-
(p. 183) take concessions.
FALSE
Blooms: Remember
Difficulty: 1 Easy
16. The collaborating style is appropriate when time is short.

(p. 183)
FALSE
Blooms: Remember
Difficulty: 1 Easy
17. The compromising style is appropriate to use when time is short.

(p. 183)
TRUE
Blooms: Remember
Difficulty: 1 Easy
18. Collaboration is not always appropriate in supervisor-employee conflicts.
(p. 184)
TRUE
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 06-06 List the steps of initiating; responding to; and mediating conflict resolutions.
19. Confronters are successful at resolving conflict when they wait long enough before confronting
(p. 185) the other party and do it in an emotional state.
FALSE
Blooms: Remember
Difficulty: 1 Easy
20. When employees are in a conflict, the mediating manager should make them realize that it's
(p. 186- their problem, not his.
187)
TRUE
Blooms: Remember
Difficulty: 1 Easy
Multiple Choice Questions
21. The _____ controls the conversation using advising responses.

(p. 169)
B. critical parent
C. natural child
D. adult
Blooms: Remember
Difficulty: 1 Easy
22. The _____ uses probing responses that show curiosity, fun, fantasy, or impulsiveness.
(p. 169)
B. critical parent
C. natural child
D. adapted child
Blooms: Remember
Difficulty: 1 Easy
23. The _____ responds with confrontational advising responses that express rebelliousness.
(p. 169)
B. critical parent
C. natural child
D. adapted child
Blooms: Remember
Difficulty: 1 Easy
24. The _____ uses reassuring responses that are protecting, permitting, and consoling.
(p. 169)
B. critical parent
C. natural child
D. adapted child
Blooms: Remember
Difficulty: 1 Easy
25. In a(n) _____ transaction, the sender of a message gets the intended response from the
(p. 169) receiver.
A. crossed
B. ulterior
C. complementary
D. concealed
Blooms: Remember
Difficulty: 1 Easy
26. In a(n) _____ transaction, the person appears to be in one ego state, but his or her behavior
(p. 169) comes from a different ego state.
A. crossed
B. ulterior
C. complementary
D. concealed
Blooms: Remember
Difficulty: 1 Easy
27. In a(n) _____ transaction, the sender does not get the expected response.
(p. 169)
A. crossed
B. ulterior
C. complementary
D. concealed
Blooms: Remember
Difficulty: 1 Easy
28. "Please review these figures by Monday and give me a report." "I'll have it ready first thing in
(p. 169) the morning." Which of the following transactions is this an example of?
A. Crossed
B. Complementary
C. Responsive
D. Ulterior
Blooms: Apply
Type: AS
29. "I need you to make a presentation to a potential client today." "Why do I have to do it? Can't
(p. 169) you get someone else to do it?" Which of the following transactions is this an example of?
A. Crossed
B. Complementary
C. Responsive
D. Ulterior
Blooms: Apply
Type: AS
30. "Can you help me arrange tomorrow's schedule?" "Sure. I don't mind" (thinking—I'll arrange it
(p. 169) to my convenience). Which of the following transactions is this an example of?
A. Crossed
B. Complementary
C. Responsive
D. Ulterior
Blooms: Apply
Type: AS
31. "I missed out on some figures and now I have to redo the entire report." "It happens to all of us
(p. 169) at some point." Which of the following transactions is this an example of?
A. Crossed
B. Interior
C. Complementary
D. Ulterior
Blooms: Apply
Type: AS
32. A manager assigns merit raises to employees based on performance. An employee comes to
(p. 169) the manager to complain about not getting a higher merit raise. Which of the following is an
adult response?
A. "I want to know why I didn't get a larger merit raise."

B. "Bill got a larger merit raise than I did. Will you please explain what Bill does that I don't so
that I can do better the next round?"
C. "It's your job to give objective and fair merit raises. So why didn't you do it?"
D. "You were not fair in giving me that merit raise. I'm a better worker than the two people
who got the largest raises?"
Blooms: Apply
Type: SB
33. A customer brought a pair of shoes to be re-soled. Later, at home she realized the shoes were
(p. 169) now too tight. She returned to the shoe shop and said, "What's wrong with you? Don't you
know how to put new soles on without making the shoe smaller?" Which of the following is a
natural child response?
A. "It's not my fault, and they can't be redone. See you later."
B. "I'm sorry it happened. Shall I try stretching the shoes to make them fit?"
C. "You must have been disappointed. It's a nice pair of shoes. What can I do to make it up to
you?"
D. "That's funny; it never happened before."
Blooms: Apply
Type: SB

(p. 171)
A. Assertiveness
B. Aggressiveness
C. Performance
D. Stroking
Blooms: Remember
Difficulty: 1 Easy
35. When people stand up for their rights without violating the rights of others, they are using
(p. 172) _____.
A. aggressive behavior
B. passive behavior
C. assertive behavior
D. strokes
Blooms: Remember
Difficulty: 1 Easy
36. _____ is the process of expressing thoughts and feelings while asking for what one wants in
(p. 172) an appropriate way.
A. Aggressiveness
B. Assertiveness
C. Passivity
D. Nonassertiveness
Blooms: Remember
Difficulty: 1 Easy
37. _____ behavior is an avoidance of behavior or an accommodation of the other party's wishes
(p. 172) without standing up for one's own rights.
A. Passive
B. Aggressive
C. Assertive
D. Hostile
Blooms: Remember
Difficulty: 1 Easy
38. _____ comes primarily through the adapted child and the critical parent ego states.
(p. 173)
A. Aggressiveness
B. Assertiveness
C. Passivity
D. Nonassertiveness
Blooms: Remember
Difficulty: 1 Easy
39. The life position of an assertive person is:

(p. 173)
A. "I'm OK—You're not OK."

B. "I'm OK—You're OK."
C. "I'm not OK—You're OK."
D. "I'm not OK—You're not OK."
Blooms: Remember
Difficulty: 1 Easy
40. _____ behavior is generally the most effective method of getting what you want while not
(p. 174) taking advantage of others.
A. Passive
B. Aggressive
C. Assertive
D. Hostile
Blooms: Remember
Difficulty: 1 Easy
41. Which of the following phrases will a passive person most likely use?
(p. 174)
A. "You need to know…"

B. "No. I won't be able to…"
C. "I would like…"
D. "I don't want to bother you, but…"
Blooms: Remember
Difficulty: 1 Easy
42. "You had better have that draft proposal ready by noon, or else." Which of the following
(p. 174) behaviors is this an example of?
A. Passive
B. Assertive
C. Complementary
D. Aggressive
Blooms: Apply
Type: AS
43. Cindy didn't say anything the first time Carl jostled her as they passed in the hall. On the way
(p. 174) back, he did it again. This time, Cindy caught his eye, smiled, and said, "Carl, you should
signal before crossing into my lane." Cindy's behavior is best described as _____.
A. aggressive
B. passive
C. assertive
Blooms: Apply
Type: AS
44. "It's not really important, but I was wondering if I could talk to you about my annual raise." This
(p. 174) is an example of a(n) _____ response.
A. aggressive
B. passive
D. assertive
Blooms: Apply
Type: AS
45. "Sure, I'll look over those numbers once again," said Sam walking out in a huff and slamming
(p. 174) the door. This is a case of _____ behavior.
A. aggressive
B. passive
C. assertive
Blooms: Apply
Type: AS
46. "I would prefer you keeping me informed the next time you decide to come to work late so that
(p. 174) I may make alternate plans." This is an example of a(n) _____ response.
A. assertive
B. passive
D. aggressive
Blooms: Apply
Type: AS
47. You have been asked out on a date by a coworker you are not attracted to. In fact, you don't
(p. 174) really like the person. Which of the following is an assertive behavioral response?
A. Agree to go out on the date.

B. "Are you kidding me? I wouldn't go out with you."
C. "I'm sorry, but you're not my type."
D. "I'm sorry, but I'm busy that night."
Blooms: Apply
Type: SB
48. Which of the following is a positive outcome of anger?

(p. 176)
A. Aggressive behavior
B. Assertive behavior
C. Perception issues
D. Passive behavior
Blooms: Remember
Difficulty: 1 Easy
49. A key factor in controlling anger is being:

(p. 177)
A. assertive instead of passive.

B. passive instead of aggressive.
C. aggressive instead of assertive.
D. passive-aggressive instead of assertive.
Blooms: Remember
Difficulty: 1 Easy
50. Which of the following helps one get rid of anger?

(p. 176)
A. Being empathic and using reflecting statements

B. Giving orders or ultimatums
C. Developing positive affirmations
D. Encouraging people to vent anger in appropriate ways
Blooms: Remember
Difficulty: 1 Easy
51. Which of the following helps one deal with the anger of others?
(p. 177)
A. Developing positive affirmations

B. Being empathic and using reflecting statements
C. Giving orders or ultimatums
D. Using an anger journal
Blooms: Remember
Difficulty: 1 Easy
52. The very first step toward preventing workplace violence is:
(p. 178)
A. training all employees to deal with anger.

B. screening job applicants with violent histories.
C. hiring a security agency to prevent any untoward incident from taking place.
D. creating a written policy addressing workplace violence.
Blooms: Remember
Difficulty: 1 Easy
53. One of the primary reasons why conflict occurs is because people:
(p. 179)
A. fail to make their expectations known to others.

B. are usually aggressively pursuing their goals.
C. tend to be empathic toward their colleagues.
D. use reflecting statements to aggravate a problem.
Blooms: Remember
Difficulty: 1 Easy
54. Which of the following is one of the main reasons for conflict?
(p. 179)
A. People tend to be empathic toward their colleagues.

B. People try to find humor in difficult situations.
C. People assume that their expectations match the ones others have.
D. People use reflecting statements to aggravate a problem.
Blooms: Remember
Difficulty: 1 Easy
55. The user of the _____ style attempts to resolve a conflict by using aggressive behavior.
(p. 181)
A. forcing
B. avoiding
C. accommodating
D. compromising
Blooms: Remember
Difficulty: 1 Easy
56. Which of the following is an advantage of the forcing style of conflict management?
(p. 181)
A. Maintaining relationships that would be hurt through conflict resolution

B. Making better organizational decisions
C. Curbing hostility and resentment
D. Choosing the best solution to the conflict
Blooms: Remember
Difficulty: 1 Easy
57. The _____ conflict style user attempts to passively ignore the conflict rather than resolve it.
(p. 182)
A. forcing
B. avoiding
C. accommodating
D. compromising
Blooms: Remember
Difficulty: 1 Easy
58. The _____ conflict style user attempts to resolve the conflict by passively giving in to the other
(p. 182) party.
A. forcing
B. avoiding
C. accommodating
D. compromising
Blooms: Remember
Difficulty: 1 Easy
59. The _____ conflict style user attempts to resolve the conflict through assertive give-and-take
(p. 183) concessions.
A. collaborating
B. avoiding
C. accommodating
D. compromising
Blooms: Remember
Difficulty: 1 Easy
60. The _____ conflict style user assertively attempts to resolve the conflict with the best solution
(p. 183) agreeable to all parties.
A. collaborating
B. avoiding
C. accommodating
D. compromising
Blooms: Remember
Difficulty: 1 Easy
61. In spite of repeated reminders, Edward still hasn't updated the production schedule. Richard,
(p. 184) his boss, should use the _____ conflict management style in this situation.
A. avoiding
B. collaborating
C. forcing
D. compromising
Blooms: Apply
Type: AS
62. Keeping in mind the uncertain economic conditions, the workers at a steel plant agree to a
(p. 184) lower wage package in exchange for job security. What type of conflict management style is
this?
A. Avoiding
B. Collaborating
C. Accommodating
D. Compromising
Blooms: Apply
Type: AS
63. Three colleagues have been given the responsibility of coming up with a policy regarding
(p. 184) Internet use during working hours. All of them have different opinions about what it should
entail. What would be the appropriate conflict management style to use in this case?
A. Avoiding
B. Collaborating
C. Forcing
D. Compromising
Blooms: Apply
Type: AS
64. Dan regularly gives in to his employees' requests for extensions on deadlines. As a result, he
(p. 184) often has to apologize to clients for the delays. Which of the following conflict management
styles is Dan using?
A. Accommodating
B. Collaborating
C. Avoiding
D. Forcing
Blooms: Apply
Type: AS
65. Amanda always reaches work half an hour late. However her boss, Jill, never confronts her
(p. 184) about her tardiness. Which of the following conflict management styles is Jill using?
A. Forcing
B. Collaborating
C. Avoiding
D. Compromising
Blooms: Apply
Type: AS
66. Michelle has a packed schedule for the entire week. Her colleague asks her to help with the
(p. 184) induction program scheduled for the company's new recruits. Michelle agrees to help. Which
of the following conflict management styles is Michelle using?
A. Collaborating
B. Accommodating
C. Avoiding
D. Compromising
Blooms: Apply
Type: AS
67. Felix and Hannah have to conduct a market survey for a client. They cannot decide how to
(p. 184) divide the work between them. Finally, they agree that Felix will be in charge of preparing the
survey questionnaire and the presentation file while Hannah will take care of analyzing the
data and presenting the findings to the client. Which of the following conflict management
styles have the two used here?
A. Avoiding
B. Accommodating
C. Collaborating
D. Compromising
Blooms: Apply
Type: AS
68. Which of the following is a step in initiating conflict resolution?
(p. 185)
A. Listening to and paraphrasing the problem using the XYZ model

B. Asking for, and/or giving, alternative solutions
C. Implementing one's plan persistently
D. Agreeing with some aspect of the complaint
Blooms: Remember
Difficulty: 1 Easy
69. You have been bringing in food and drinks and putting them in the refrigerator at work. Your
(p. 185) coworker, Chris, has been taking them without asking. You don't think it's fair for Chris to take
your food and drinks. Which of the following would you say as your XYZ statement to initiate
conflict resolution?
A. "Chris, you have been taking my food, and I don't get to eat it. I feel as though you are
taking advantage of me."
B. "Chris, this is very rude of you, the way you eat my food without asking."
C. "Chris, why don't you get your own food and drinks and stop having mine."
D. "Chris, I feel you are taking advantage of me by taking my food and drinks. You need to
stop it."
Blooms: Apply
Type: SB
70. The first step in responding to conflict resolution is to:

(p. 186)
A. plan to maintain ownership of the problem using the XYZ model.

B. have each party state his or her complaint using the XYZ model.
C. make an agreement for change.
D. listen to and paraphrase the problem using the XYZ model.
Blooms: Remember
Difficulty: 1 Easy
Short Answer Questions
71. Give an example of a complementary transaction you experienced. Be sure to identify the ego
(p. 170) states involved.
Student answers will vary; additional sample answers may be found in the IM.
Blooms: Understand
Type: Work Application
72. Give an example of a crossed transaction you experienced. Be sure to identify the ego states
(p. 170) involved.
Blooms: Understand
73. Give an example of an ulterior transaction you experienced. Be sure to identify the ego states
(p. 170) involved.
Blooms: Understand
74. Identify your present or a past boss's life position and use of stroking.
(p. 171)
Blooms: Understand
75. Recall an example of when you used or observed passive-aggressive behavior. How did it
(p. 173) affect human relations?
Blooms: Understand
76. Recall an actual conflict you faced. Identify passive, aggressive, and assertive responses to
(p. 175) the situation.
Blooms: Understand
77. Recall a situation in which someone was angry with you, preferably your boss. What was the
(p. 178) cause of the anger? Did the person display any signs of potential violence? If so, what were
they? How well did the person deal with his or her anger? Give the specific tips the person did
and did not follow.
Blooms: Understand
78. Recall a situation in which you were angry with someone. What was the cause of your anger?
(p. 178) Did you display any signs of potential violence? If so, what were they? How well did you deal
with your anger? Give the specific tips you did and did not follow.
Blooms: Understand
79. Describe a conflict you observed in an organization, preferably an organization with which you
(p. 179) are, or were associated. Explain the conflict in terms of the people involved and the reasons
for the conflict.
Blooms: Understand
80. Give an example of a conflict situation you face or have faced. Identify and explain the
(p. 181- appropriate conflict management style to use.
183)
Blooms: Understand
81. Some people say that because transactional analysis was developed in the 1960s, it is
(p. 168) outdated. Do you agree, or do you believe that TA can help us understand behavior and
improve human relations?
Blooms: Understand
Type: Communication Skills
82. Some people intentionally use ulterior transactions to get what they want without others
(p. 169) knowing it. Are ulterior transactions ethical?
Blooms: Understand
83. Some people have negative attitudes and use negative strokes that hurt others. Is giving
(p. 171) negative strokes unethical behavior?
Blooms: Understand
84. Select a person you know who is consistently passive. Do people take advantage of this
(p. 172) person, such as getting them to do more work? Do you? Is it ethical to take advantage of
passive people?
Blooms: Understand
85. Select a person you know who is consistently aggressive. Do people let this person get his or
(p. 173) her way? Do you? What is the best way to deal with an aggressive person? What is the best
way to deal with a passive-aggressive person?
Blooms: Understand
86. Select a person you know who is consistently assertive. Do people tend to respect this person,
(p. 174) and does this person have effective human relations? Do you have effective human relations?
What will you do to improve your assertiveness?
Blooms: Understand
87. Recall an occasion of violence at school or work. Describe the situation. Were there signs that
(p. 178) violence was coming? What can you do to help prevent violence?
Student answers vary; additional sample answers may be found in the IM.
Blooms: Understand
88. Which conflict management style do you use most often? Why do you tend to use this conflict
(p. 183) style? How can you become more collaborative?
Blooms: Understand
Essay Questions
89. What is transactional analysis? Describe the three ego states of transactional analysis.
(p. 168)
Transactional analysis (TA) is a method of understanding behavior in interpersonal dynamics.

The three ego states of TA are (1) parent: the critical parent is evaluative while the
sympathetic parent is supportive; (2) child: the natural child is curious while the adapted child
is rebellious; and (3) adult: the adult is a thinking, unemotional state of ego.
Blooms: Remember
90. Explain the three types of transactions.

(p. 169)
The three types of transactions are (1) complementary: the sender of the message gets the
intended response from the receiver; (2) crossed: the sender does not get the expected
response; and (3) ulterior: the person appears to be in one ego state, but his or her behavior
comes from a different ego state.
Blooms: Remember
91. Identify the differences between passive, aggressive, and assertive behavior.
(p. 173)
Passive behavior is an avoidance of behavior or an accommodation of the other party's wishes

without standing up for one's own rights.
Aggressive behavior comes primarily through the adapted child and the critical parent ego
states. Aggressive people are demanding, tough, rude, and pushy. They insist on getting their
own way and use force to gain control. They are very competitive, hate to lose to the point of
cheating, and tend to violate the rights of others to get what they want.
Assertive behavior comes through the adult ego state, with an "I'm OK—You're OK" life
position. The assertive person expresses feelings and thoughts and asks for things without
aggressive behavior. The person stands up for his or her rights without violating the rights of
others.
Blooms: Remember
92. Describe the four steps of assertive behavior.
(p. 175)
Step 1: Set an objective. Specify what one wants to accomplish.

Step 2: Determine how to create a win-win situation. Assess the situation in terms of meeting
one's needs and the other person's needs.
Step 3: Develop assertive phrase(s).
Step 4: Implement one's plan persistently.
Blooms: Remember
93. List some ways to effectively get rid of one's anger.

(p. 176)
What one thinks about affects how he/she feels, and how the person feels affects his/her
behavior, human relations, and performance. So don't think about and dwell on angry feelings.
Let it go because one only gets more upset.
• Develop a positive attitude about how to deal with anger. Develop positive affirmations.
• Use rational thinking.
• Look for positives. In many bad situations, there is some good.
• Look for the humor in the situation to help defuse the anger.
• A key factor in controlling one's anger is using assertive behavior.
Blooms: Remember
94. What are the ways in which an organization can prevent violence in the workplace?
(p. 178)
The number one preventive method is to train all employees to deal with anger and prevent
violence, which is what you are learning now. However, the starting place is with a written
policy addressing workplace violence, and a zero-tolerance policy is the best preventive
policy. Managers especially need to avoid using aggression at work, because employees
more readily copy managers' behavior than that of other employees. The organization should
have a system for dealing with grievances and should track incidents of violence as part of its
policy. Organizations can also screen job applicants for past or potential violence so that they
are not hired. Organizations should also develop a good work environment that addresses the
issues listed above as causes of violence. Demotions, firings, and layoffs should be handled in
a humane way, following the guidelines for dealing with anger. Outplacement services to help
employees find new jobs can help cut down on violence.
Blooms: Remember
95. What are the primary reasons for conflict? What can be done to avoid conflict?
(p. 179)
Communication problems or conflicts arise for three primary reasons: (1) we fail to make our
expectations known to other parties, (2) we fail to find out the expectations of other parties,
and (3) we assume that the other parties have the same expectations that we have. In any
relationship, to avoid conflict, share information and assertively discuss expectations early,
before the conflict escalates.
Blooms: Remember
96. Describe the five conflict management styles.
(p. 181-
183)
The five conflict management styles are:
• The forcing conflict style user attempts to resolve the conflict by using aggressive behavior.
• The avoiding conflict style user attempts to passively ignore the conflict rather than resolve it.
• The accommodating conflict style user attempts to resolve the conflict by passively giving in
to the other party.
• The compromising conflict style user attempts to resolve the conflict through assertive give-
and-take concessions.
• The collaborating conflict style user assertively attempts to resolve the conflict with the best
solution agreeable to all parties. It is also called the problem-solving style.
Blooms: Remember
97. State the appropriate uses of the five conflict management styles.
(p. 182-
183)
The forcing style is appropriate to use when (1) the conflict is about personal differences
(particularly values that are hard to change); (2) maintaining close, supportive relationships is
not critical; and (3) conflict resolution is urgent.
• The avoiding style is appropriate to use when (1) one's stake in the issue is not high, (2)
confrontation will damage a critical working relationship, and (3) a time constraint necessitates
avoidance.
• The accommodating style is appropriate when (1) maintaining the relationship outweighs all
other considerations; (2) the changes agreed to are not important to the accommodator, but
are to the other party; and (3) the time to resolve the conflict is limited.
• The compromising style is appropriate to use when (1) the issues are complex and critical,
and there is no simple and clear solution; (2) all parties have a strong interest in different
solutions; and (3) time is short.
• The collaborating style is appropriate when (1) maintaining relationships is important, (2) time
is available, and (3) it is a peer conflict.
Blooms: Remember
98. List the steps of initiating, responding to, and mediating conflict resolutions.
(p. 185-
187)
The initiating conflict resolution steps are: step (1) plan to maintain ownership of the problem
using the XYZ model; step (2) implement your plan persistently; and step (3) make an
agreement for change.
• The responding to conflict resolution steps are as follows: step (1) listen to and paraphrase
the problem using the XYZ model; step (2) agree with some aspect of the complaint; step (3)
ask for, and/or give, alternative solutions; and step (4) make an agreement for change.
• The mediating conflict resolution steps are as follows: step (1) have each party state his or
her complaint using the XYZ model; step (2) agree on the problem(s); step (3) develop
alternative solutions; and step (4) make an agreement for change, and follow up.
Blooms: Remember
Fill in the Blank Questions
99. _____ is a method of understanding behavior in interpersonal dynamics.

(p. 168)
Transactional analysis
Blooms: Remember
Difficulty: 1 Easy
100. People in the _____ ego state respond in ways that show curiosity, fun, joyfulness, and
(p. 169) fantasy.
natural child
Blooms: Remember
Difficulty: 1 Easy
101. In _____, a person appears to be in one ego state, but his or her behavior comes from a
(p. 169) different ego state.
an ulterior transaction
Blooms: Remember
Difficulty: 1 Easy
(p. 171)
Stroking
Blooms: Remember
Difficulty: 1 Easy
103. _____ behavior comes primarily through the obedient child or supportive parent ego state.
(p. 172)
Passive or nonassertive
Blooms: Remember
Difficulty: 1 Easy
104. A hostile environment, also called _____, causes violence at the workplace.
(p. 176)
toxicity
Blooms: Remember
Difficulty: 1 Easy
105. All human relations rely on unwritten, implicit expectations by each party, called the _____.
(p. 179)
psychological contract
Blooms: Remember
Difficulty: 1 Easy
106. The _____ style of conflict management is appropriate to use when all parties have a strong
(p. 183) interest in different solutions and time is short.
compromising
Blooms: Remember
Difficulty: 1 Easy
107. _____ is a person who confronts another person (or other people) about a conflict.
(p. 185)
An initiator
Blooms: Remember
Difficulty: 1 Easy
108. The XYZ model describes a problem in terms of _____.
(p. 185)
behavior, consequences, and feelings
Blooms: Remember
Difficulty: 1 Easy

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Human Relations in Organizations

Applications And Skill Building 9th

Dealing with Conflict

True / False Questions

5. Stroking is any behavior that implies recognition of another's presence.

8. Anger can lead to assertive behavior to resolve problems.

10. Workplace violence is often spontaneous.

14. The accommodating approach is unassertive and cooperative.

16. The collaborating style is appropriate when time is short.

17. The compromising style is appropriate to use when time is short.

18. Collaboration is not always appropriate in supervisor-employee conflicts.

Multiple Choice Questions

21. The _____ controls the conversation using advising responses.

A. "I want to know why I didn't get a larger merit raise."

A. "I'm OK—You're not OK."

A. "You need to know…"

A. Agree to go out on the date.

48. Which of the following is a positive outcome of anger?

A. assertive instead of passive.

50. Which of the following helps one get rid of anger?

A. Being empathic and using reflecting statements

A. Developing positive affirmations

A. training all employees to deal with anger.

A. fail to make their expectations known to others.

A. People tend to be empathic toward their colleagues.

A. Maintaining relationships that would be hurt through conflict resolution

A. Listening to and paraphrasing the problem using the XYZ model

70. The first step in responding to conflict resolution is to:

A. plan to maintain ownership of the problem using the XYZ model.

Short Answer Questions

92. Describe the four steps of assertive behavior.

93. List some ways to effectively get rid of one's anger.

96. Describe the five conflict management styles.

Fill in the Blank Questions

99. _____ is a method of understanding behavior in interpersonal dynamics.

102._____ is any behavior that implies recognition of another's presence.

108.The XYZ model describes a problem in terms of _____.

True / False Questions

5. Stroking is any behavior that implies recognition of another's presence.

8. Anger can lead to assertive behavior to resolve problems.

9. A key factor in controlling your anger is using passive behavior.

10. Workplace violence is often spontaneous.

14. The accommodating approach is unassertive and cooperative.

16. The collaborating style is appropriate when time is short.

17. The compromising style is appropriate to use when time is short.

Multiple Choice Questions

21. The _____ controls the conversation using advising responses.

A. "I want to know why I didn't get a larger merit raise."

34. _____ is any behavior that implies recognition of another's presence.

39. The life position of an assertive person is:

A. "I'm OK—You're not OK."

A. "You need to know…"

A. Agree to go out on the date.

48. Which of the following is a positive outcome of anger?

49. A key factor in controlling anger is being:

A. assertive instead of passive.

50. Which of the following helps one get rid of anger?

A. Being empathic and using reflecting statements

A. Developing positive affirmations

A. training all employees to deal with anger.

A. fail to make their expectations known to others.

A. People tend to be empathic toward their colleagues.

A. Maintaining relationships that would be hurt through conflict resolution

A. Listening to and paraphrasing the problem using the XYZ model