Supervisory Test Conflict Resolution Strategies 4 — Questions and Answers
Question 1: A supervisor realizes they personally side with one employee in a conflict. What is the MOST ethical course of action?
- Proceed normally since supervisors are trained to be objective
- Disclose the bias and request that another supervisor or HR handle the mediation (Correct answer)
- Favor the employee slightly but try to appear neutral
- Resolve the conflict quickly before bias can affect the outcome
Correct answer: Disclose the bias and request that another supervisor or HR handle the mediation
Disclosing a personal bias and stepping aside protects the fairness of the process and the trust of both employees.
Question 2: When is the 'competing' conflict style MOST appropriate for a supervisor to use?
- When building long-term team trust
- When an emergency requires a fast, decisive decision (Correct answer)
- When both parties have equally valid concerns
- When the supervisor is uncertain of the correct course of action
Correct answer: When an emergency requires a fast, decisive decision
The competing style is appropriate in urgent situations where a quick, authoritative decision is necessary, such as a safety emergency.
Question 3: An employee consistently avoids conflict by agreeing in meetings but then not following through on commitments. This pattern is called:
- Passive resistance (Correct answer)
- Constructive dissent
- Active avoidance
- Conflict displacement
Correct answer: Passive resistance
Passive resistance involves outward agreement without genuine commitment, often used to avoid direct confrontation while still opposing a decision.
Question 4: A supervisor should document conflict resolution meetings primarily to:
- Build a disciplinary case against the more difficult employee
- Create a paper trail showing the supervisor followed proper procedures (Correct answer)
- Share the details with other team members for transparency
- Avoid having further meetings on the same topic
Correct answer: Create a paper trail showing the supervisor followed proper procedures
Documentation protects all parties by demonstrating that the supervisor followed fair and proper procedures, which is essential if the conflict escalates.
Question 5: Two employees reach a compromise where each gives up something to reach an agreement. Which conflict style does this represent?
- Collaborating
- Accommodating
- Competing
- Compromising (Correct answer)
Correct answer: Compromising
Compromising involves both parties making concessions to reach a mutually acceptable middle-ground solution.
Question 6: A supervisor should schedule a follow-up meeting after resolving a conflict in order to:
- Determine if additional disciplinary action is warranted
- Verify that the agreed-upon solutions are being implemented and the relationship is improving (Correct answer)
- Allow employees to raise new grievances before they escalate
- Document that the supervisor completed the required HR steps
Correct answer: Verify that the agreed-upon solutions are being implemented and the relationship is improving
Follow-up ensures accountability for agreed actions and signals to employees that their supervisor is committed to lasting resolution.
Question 7: Which of the following BEST describes 'interest-based' conflict resolution?
- Focusing on who is right based on company policy
- Identifying the underlying needs and concerns driving each party's position (Correct answer)
- Letting the most senior employee determine the outcome
- Using financial incentives to encourage agreement
Correct answer: Identifying the underlying needs and concerns driving each party's position
Interest-based resolution looks beneath stated positions to uncover the true needs and concerns of each party, enabling creative solutions that satisfy everyone.
Supervisory Test Conflict Resolution Strategies 4
A supervisor realizes they personally side with one employee in a conflict.
What is the MOST ethical course of action?