Supervisory Test Conflict Resolution Strategies 2 — Questions and Answers
Question 1: Two employees have a personality clash that is affecting team morale. As their supervisor, what is your FIRST step?
- Separate them permanently into different teams
- Meet with each employee individually to understand their perspectives (Correct answer)
- Issue a formal warning to both employees
- Ignore the situation and let them work it out
Correct answer: Meet with each employee individually to understand their perspectives
Meeting individually first allows each employee to speak freely and helps the supervisor understand both sides before facilitating a joint resolution.
Question 2: Which conflict resolution style involves one party giving up their position to satisfy the other party's needs?
- Competing
- Collaborating
- Accommodating (Correct answer)
- Avoiding
Correct answer: Accommodating
Accommodating means one party yields to the other's position, prioritizing the relationship over the outcome.
Question 3: A supervisor discovers that two employees have been spreading rumors about each other. The BEST approach is to:
- Discipline both employees based on what you overheard
- Address the rumor-spreading behavior directly and establish clear communication expectations (Correct answer)
- Transfer one employee to another department immediately
- Post a general memo warning all staff about gossip
Correct answer: Address the rumor-spreading behavior directly and establish clear communication expectations
Directly addressing the behavior and setting expectations stops the cycle while preserving dignity and due process for both employees.
Question 4: The 'Thomas-Kilmann Conflict Mode Instrument' identifies how many distinct conflict-handling styles?
- Three
- Four
- Five (Correct answer)
- Six
Correct answer: Five
The Thomas-Kilmann model identifies five conflict-handling styles: competing, collaborating, compromising, avoiding, and accommodating.
Question 5: When a conflict stems from unclear job roles and responsibilities, the MOST effective long-term solution is to:
- Have the employees decide among themselves who does what
- Clarify and document roles through updated job descriptions or team charters (Correct answer)
- Assign all disputed tasks to the more senior employee
- Rotate responsibilities monthly to prevent future disputes
Correct answer: Clarify and document roles through updated job descriptions or team charters
Documenting roles removes ambiguity, which is the root cause of role-based conflict, providing a reference point for future disputes.
Question 6: A supervisor uses a neutral third party from within the organization to help two feuding employees reach an agreement. This process is called:
- Arbitration
- Litigation
- Mediation (Correct answer)
- Adjudication
Correct answer: Mediation
Mediation involves a neutral facilitator who helps disputing parties communicate and reach a voluntary agreement, unlike arbitration where the third party decides.
Question 7: An employee frequently interrupts colleagues during meetings, causing frustration. As supervisor, you should:
- Publicly call out the interruptions during the next meeting
- Privately coach the employee on active listening and meeting etiquette (Correct answer)
- Ban the employee from future meetings until behavior improves
- Ask other employees to vote on whether the behavior is disruptive
Correct answer: Privately coach the employee on active listening and meeting etiquette
Private coaching addresses the behavior constructively without embarrassing the employee, making behavior change more likely.
Supervisory Test Conflict Resolution Strategies 2
Two employees have a personality clash that is affecting team morale.
As their supervisor, what is your FIRST step?