Workplace Conflict Resolution
Exam Materials
Course Introduction
Workplace Conflict Resolution explores the causes, dynamics, and effects of conflict in professional environments, as well as practical strategies for effectively managing and resolving disputes. Students will examine different conflict resolution styles, negotiation techniques, and communication skills essential for fostering a collaborative and productive workplace. The course emphasizes understanding diverse perspectives, promoting positive relationships, and applying mediation and problem-solving methods to real-world scenarios, preparing students to address and resolve conflict constructively within organizations.
Recommended Textbook
Industrial Relations in Canada 2nd Edition by Robert Hebdon
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12 Chapters
613 Verified Questions
613 Flashcards
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Chapter 1: Introduction
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Sample Questions
Q1) Which document outlines the terms and conditions of employment in a unionized workplace?
A) employee handbook
B) policy manual
C) employment contract
D) collective agreement
Answer: D
Q2) Which scholar was one of the first to develop a systemized way to examine employment relationships in North America?
A) John Dunlop
B) Alton Craig
C) Robert Hebdon
D) Travor Brown
Answer: A
Q3) How many actors are described in Dunlop's industrial relations model?
A) 2
B) 3
C) 4
D) 5
Answer: B
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Chapter 2: The Legal Environment
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Sample Questions
Q1) Canadian industrial unionism arose primarily in which industry?
A) fishing
B) logging
C) agriculture
D) steel
Answer: D
Q2) Other than determining who are managerial employees, what other factors do labour boards consider in a certification procedure?
Answer: 1.the existence of community of interests among the employees seeking representation
2.the wishes of the employees
3.the employer structure
Q3) Why are Canadian labour boards tripartite in nature?
A) to match the three levels of jurisdiction in Canada
B) they represent three competing stakeholder perspectives
C) an odd number prevents a tie
D) boards hear three kinds of cases
Answer: B
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Chapter 3: Economic, Social, and Political Environments
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Sample Questions
Q1) Which important social and historic experience has led Canada to take a different approach than the United States' opposition to collective bargaining?
A) 1982 Charter of Rights and Freedoms facilitates collective bargaining
B) American-owned companies in Canada operate under U.S. law.
C) right to work legislation in the U.S. does not apply to Canadians working in the U.S.
D) the attack on the World Trade Center in 2001 killed a number of Canadian workers
Answer: A
Q2) Temporary and casual work falls under the category of contingent work.
A)True
B)False
Answer: True
Q3) What are the components of work-life conflict?
Answer: 1.Role overload
2.Work interferes with family (i.e.,long hours limit ability to participate in family roles)
3.Family interferes with work (i.e.,family demands prevent attendance at work)
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Chapter 4: Labour History
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Sample Questions
Q1) The largest strike since the Winnipeg General Strike was a response to what major initiative?
A) free trade agreements
B) Crown corporations
C) public sector cutbacks
D) exclusive jurisdiction
Q2) Which of the following requires members of a bargaining unit to pay dues whether or not they are part of the union membership?
A) certification
B) closed shop
C) Rand Formula
D) dues check-off
Q3) Which law was the first to allow federal government employees to bargain collectively?
A) Federal Government Collective Bargaining Act
B) P.C. 1003
C) National Labour Relations Act
D) Public Service Staff Relations Act
Q4) Name the three key principles of the original American Federation of Labor (AFL).
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Chapter 5: The Union Perspective
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60 Verified Questions
60 Flashcards
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Sample Questions
Q1) Newfoundland has the highest union density in Canada.
A)True
B)False
Q2) The International Labour Organization has established international labour standards to limit which of the following?
A) child labour
B) freedom of association
C) the right to strike
D) collective bargaining
Q3) Labour councils participate in many community organizations to promote and advance the economic, social, cultural and political interests of union members and the wider community.
A)True
B)False
Q4) What are the three main categories of unions?
Q5) The Canadian Auto Workers is an example of what type of union?
A) industrial
B) occupation
C) craft
D) social justice
Page 7
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Chapter 6: The Management Perspective
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Sample Questions
Q1) Human resources professionals seek to achieve balance between which factors?
A) compensation and performance
B) efficiency and inequity
C) fairness and efficiency
D) equity and opportunity
Q2) Which argument suggests that the strategic choice framework does NOT apply in Canada?
A) Labour legislation in Canada is pro-management.
B) Canada's union density rate has fallen rapidly.
C) Union organizing has avoided new sectors of the economy.
D) Canada's public sector is heavily unionized.
Q3) Which argument suggests that the strategic choice framework applies in Canada?
A) The United States is our largest trading partner.
B) There is a rise in nonunionized industries in Canada.
C) There is a rising union density in Canada's private sector.
D) Governments have shifted toward supporting labour issues.
Q4) Scientific management argued that workers should perform a small number of simple tasks.
A)True
B)False
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Chapter 7: Negotiations
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Sample Questions
Q1) What is IBB?
A) bargaining in which the parties explore what they have in common
B) a form of bargaining in which there is a winner and a loser
C) bargaining within management and union teams
D) a form of third-party intervention that is binding on the parties
Q2) What are the main differences between individual and collective bargaining?
Q3) What is the process of ratification?
A) The parties agree to suspend negotiations.
B) Each party approves the negotiated settlement.
C) Management approves the negotiated settlement but the union does not.
D) The union approves the negotiated settlement but management does not.
Q4) What is another term for "positive-sum bargaining"?
A) principled bargaining
B) distributive bargaining
C) distanced bargaining
D) attitudinal structuring
Q5) The bottom line represents the best possible outcome short of a strike for the union.
A)True
B)False
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Chapter 8: Collective Agreement Administration
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Sample Questions
Q1) Many collective agreements are printed in pocket-size format or are posted on the internet so employees can use them at work. This practice supports which purpose of a collective agreement?
A) defines grievance procedure
B) defines work rules
C) meets environmental commitment
D) provides equal access to information
Q2) What are common types of clauses in a collective agreement?
Q3) What is the common layout of a collective agreement?
Q4) Setting rules around workplace behaviours is an example of an important collective agreement _________.
A) contradiction
B) clause
C) purpose
D) outcome
Q5) Since North American unionism is focused on "bread and butter," management rights is perhaps the most examined area of the collective agreement.
A)True
B)False
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Chapter 9: Strikes and Dispute Resolution
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Sample Questions
Q1) Which of the following is a final, binding third-party process used when there has been a violation of a collective agreement?
A) interest arbitration
B) rights arbitration
C) public-sector arbitration
D) third-party arbitration
Q2) Grievance mediation is a nonbinding, voluntary process in which a neutral third party examines a grievance
A)True
B)False
Q3) Which of the following terms refers to past decisions in legal contexts such as arbitration?
A) precedent
B) guiding decisions
C) onus
D) jurisprudence
Q4) Name five common causes of strikes.
Q5) List three questions used in determining just cause in discharge arbitration cases.
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Chapter 10: Impacts of Unionization
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Sample Questions
Q1) Which of the following is a reason why unionized firms have more benefits than nonunion firms?
A) Union workers are older and can afford better benefits.
B) Voice enables unionized workers to achieve such benefits.
C) Arbitration awards grant better benefits.
D) Union workers, by law, are required to receive such benefits.
Q2) Unions work inside the workplace and in the public forum to promote improvements in which area of organization practices?
A) pay and benefits
B) appraisal and evaluation
C) health and safety
D) staffing and selection
Q3) Research suggests that, on average, union workers make more in base pay than non-union workers. How much more do they make?
A) 5%
B) 10%
C) 15%
D) 20%
Q4) Name and briefly describe the three elements of total compensation.
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Chapter 11: Public-Sector Issues
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Sample Questions
Q1) Final-offer arbitration is a variant of interest arbitration that is designed to reduce the chilling and narcotic effects.
A)True
B)False
Q2) The role of government has been changing from a neutral third party to a party of direct interest in Canada.
A)True
B)False
Q3) According to Swimmer (2001), which of the following is a restraint policy that Canadian governments could use in response to high unionization rates?
A) downgrade the working conditions of managers
B) downgrade the working conditions of unionized employees
C) avoid asking for wage concessions from unionized employees
D) use legislation to improve wages and benefits
Q4) Evidence shows that the human resources practices of public-sector managers have been moving away from the practices of private-sector managers.
A)True
B)False
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Page 13
Chapter 12: Globalization of Labour Markets
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Sample Questions
Q1) Irregular, part-time, contract and casual work are also known by which of the following terms?
A) balanced work
B) alternative work
C) self employment
D) precarious work
Q2) Which one of the following is a characteristic of globalization?
A) removal of barriers to the trade of goods and services
B) restricted capital and labour mobility
C) decline in competition
D) more expensive imports
Q3) Compare and contrast the free market globalization theory and the institutional globalization theory.
Q4) In North America, the percentage of union density and the percentage of coverage are relatively closer together than in European countries.
A)True
B)False
Q5) What are the three elements of implementation of ILO standards?
Q6) Explain the new role of the ILO, and analyze its structure.
Page 14
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