08 when you are delivering criticism its best to a

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08. When you are delivering criticism, it's best to A. not worry about the sender of the criticism. B . accompany your criticism with an offer to help. C. use "you" statements so the person accepts responsibility. D. talk about the negative aspects of your relationship, but offer to help if appropriate. 09. All of the following are important elements of an effective apology except: A. Explain how you will prevent this mistake from occurring again. B. Acknowledge that your actions made the other person suffer. C. Suggest how you can compensate the other person for the damage you did. D . Save face by providing a credible excuse for your actions . 10. When confronted with the criticism "You're never back from lunch on time," which of the following statements acknowledges a critic's perception as valid, yet does not agree with the critique? A. "You're right; it was after 1:00 when I returned from lunch." B. "You weren't back on time yourself; you couldn't know." C. "It must seem like I'm never back on time. The boss has asked me to cover the phones in his office from 1 – 1:30 every day, so I don't get back to this office right away." + D. "You're partly to blame--you weren't back by 12, so I couldn't leave on time." 11. Which of the following statements best describes job-related conflicts? A. Conflicts should be avoided as much as possible at work. B . Conflicts occur most frequently among less-intelligent employees. C. Whether a conflict diminishes organizational effectiveness or improves it depends on how the conflict is handled. D. Conflicts occur more frequently between managers and subordinates than between employees of equal authority.
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12. According to your text, which of the following is the best way to approach conflict? A. collaboration B. accommodation C. competition D. compromise E . The best choice of method varies according to the circumstances. 13. Every time a conflict arises in their group, Rosie simply denies that a problem exists. Which of the following approaches to conflict is she using? A . avoiding B. accommodating C. competing D. compromising E.collaborating 14. Which approach to conflict are you using if you sacrifice your own principles for the sake of the group? A. avoiding B. accommodating C. competing D . compromising E.collaborating 15. Which of the following approaches is based on the assumption that in resolving conflict you can meet the needs of all parties? A. avoiding B. accommodating C. competing D . collaborating E.compromising 16. If each party gives a little ground to gain an agreement that everyone can agree with, which approach to conflict have they selected? A. avoiding B. accommodating C. competing D. collaborating E . compromising 17. Jenny’s work group agrees that in order to solve the problem that they have been assigned, they need to divide the work up. However, they are having trouble agreeing on how to go about doing that. What category of conflict is this?
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  • Spring '08
  • any
  • Conflict, skills Interpersonal skills, Personal Skills Interpersonal, Interpersonal Skills Chapter

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