# Corporate communication/CCOM103 Workplace Conflict Quiz

## Instructions

This quiz is based on two short videos found in Workplace Conflict Learning Challenge of the CCOM 103 course. The quiz is made up of a Part A (6 questions) and Part B (4 questions):

• Part A of this quiz is based on the Work Scenarios with Supervisors video.
• Part B of this quiz is based on the Work Scenarios with Coworkers video.

The quiz is made up of a Part A and Part B. For each of the following multiple choice quiz questions, choose the one best answer.

## Part A

Workplace Conflict Quiz - Part A
• Robert knows he hasn’t been doing a very good job and based on his explanations, he is aware that his boss isn’t too happy with him. What term would describe Robert’s strategy for dealing with his problems?
• A. Confrontation
• Incorrect
• B. Avoidance
• Correct. Rather than discuss his personal issues with his boss, Robert keeps them to himself, and is avoiding a conversation about his job performance shortfalls.
• C. Delegation
• Incorrect
• D. Compartmentalization
• Incorrect
• “If you don’t start doing a better job soon, we’re going to have a real problem here.” When Robert’s boss makes this statement, how would you label the type of communication strategy exhibited by Robert’s boss?
• A. Assertive
• Incorrect
• B. Opportunistic
• Incorrect
• C. Confrontational
• Correct. Starting the conversation by emphasizing “If YOU don’t…” immediately sets up a confrontation.
• D. Avoidance
• Incorrect
• Which type of strategy would have been a better one for Robert’s boss to have adopted?
• A. Face-to-face
• Incorrect
• B. Face-detracting
• Incorrect
• Incorrect
• D. Face-saving
• Correct. According to your text, face-saving strategies are best when the “goal is to solve a problem and preserve the relationship.”
• When Robert’s boss interrupts while Robert is trying to explain about his personal problems, which of the following is his boss NOT exhibiting?
• A. Empathy
• Correct. Empathy involves listening to the words being spoken and noticing a person’s body language, emotion, and other non-verbal cues which enables us to approach issues more constructively.
• B. Objectivity
• Incorrect
• C. Ethos
• Incorrect
• D. Subjectivity
• Incorrect
• In communicating his observation of Robert’s recent work issues, what would have been a better way for Robert’s boss to have begun the conversation?
• A. Make no changes. Starting with direct confrontation is the kind of firm approach employees need so they know they can’t slack off.
• Incorrect
• B. Send an email first so that the groundwork for a face-to-face discussion is in place.
• Incorrect
• C. Start with a positive statement so the employee will be more open to and less defensive about the constructive criticism that follows.
• Correct. It is always better to start off positively and acknowledge employee value to set a positive tone for the constructive conversation.
• D. Ask a clarifying question to confirm the employee is aware of the reasons that justify the evaluation.
• Incorrect
• What proactive action could Robert have taken to avoid the situation depicted in the scenario?
• A. Put his job first by not letting his personal problems distract him.
• Incorrect
• B. Met with his boss to discuss the impact his personal issues were having on his job performance.
• Correct. As Robert’s personal problems piled up, it would have been proactive to notify his boss of the difficulties he was facing. Such a discussion would enable the employer to understand the issues affecting the employee and problem solve the situation so that the business is not impacted negatively.
• C. Continued to try to resolve his personal and professional problems privately.
• Incorrect
• D. None of the above because his boss might not have noticed or become concerned by his mistakes.
• Incorrect

Note: Now that you have completed the first part of the quiz, return to the video and watch how the scenario played out using more constructive conflict management techniques. When you finish watching the first video, proceed to viewing the second one before completing Part B of this quiz.

Workplace Conflict Quiz - Part B
• Which tone dominated the interaction between the complaining co-worker and the late co-worker?
• A. Reactive
• Correct. The complaining co-worker exploded verbally and the late co-worker in turn reacted in an aggressive manner
• B. Friendly
• Incorrect
• C. Dismissive
• Incorrect
• D. Ridiculing
• Incorrect
• The complaining co-worker’s parting shot predicted the late co-worker would not last very long at her job. How might the complaining co-worker adjust her approach to achieve better communication with her co-worker?
• A. She could try to be more compassionate about the mistakes a fellow employee makes.
• Incorrect
• B. She could try to adopt a more helpful and less threatening style to encourage her co-worker to learn from her mistakes.
• Incorrect
• C. She could show empathy and approach the problem by trying to find out the reason her coworker was late.
• Incorrect
• D. All of the above.
• Correct. All of the solutions listed would have been better than the confrontational approach taken by the complaining co-worker.
• One proactive way to avoid conflict is for co-workers to get to know each other and their personal circumstances. How might the late co-worker have used this advice?
• A. She could have apologized to her co-worker and explained why she was late.
• Incorrect
• B. She could have acknowledged the negative effect of her lateness on her co-worker.
• Incorrect
• C. She could have dismissed the co-worker's concern and accused her of being unsupportive.
• Incorrect
• D. A and B, but not C.
• Correct. Both A and B are ways that the late co-worker could take responsibility for her behaviour.
• What other constructive responses to conflict could have been applied to this scenario?
• A. The complaining worker could have tried to take the perspective of the other person, “pacing” her response instead of just reacting.
• Correct. Pacing gives you time to focus on the issue and problem solve in a calm, logical way. Reacting always creates additional problems.
• B. The complaining worker could have made it clear she was interested in coming up with a solution to the problem, rather than just expressing displeasure.
• Incorrect
• C. The complaining worker could have asked a question to invite the late worker to explain her behaviour.
• Incorrect
• D. The complaining worker could have done more probing and been more assertive about what was expected to find out if her co-worker’s attitude might require a supervisor’s involvement.
• Incorrect

Note: Now that you have completed Part B of the quiz, return to the video and watch how the scenario was played out using more constructive conflict management techniques.

Workplace Conflict Quiz]