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79 Cards in this Set
- Front
- Back
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ESP Chapter 12. Every gripe that is ignored and allowed to become a formal grievance is ____.
A. costly B. to be expected C. the price of doing business D. standard practice |
Answer: costly
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ESP Chapter 12. ____ is complaining people do to let off steam.
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Answer: Griping
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ESP Chapter 12. A ____, the next level of dissatisfaction, requires that change be made.
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Answer: Complaint
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ESP Chapter 12. Complaints are usually ____ things that can be changed on the spot.
A. insignificant B. minor C. major D. extreme |
Answer: minor
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ESP Chapter 12. Gripes and complaints can grow to become ____ if not handles satisfactorily.
A. formal grievances B. informal grievances C. formal complaints D. informal complaints |
Answer: formal grievances
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ESP Chapter 12. A , an ____ is a written expression of an employee's dissatisfaction with some part of his job that he or she cannot control.
A. formal grievance B. informal grievance C. formal complaint D. informal complaint |
Answer: formal grievance
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ESP Chapter 12. True or False. Grievances are allowed on management issues.
A. True B. False |
Answer: False
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ESP Chapter 12. ____ grow out of an employee thinking they have been treated unfairly or harshly by the organization.
A. complaints B. grievances C. charges D. allegations |
Answer: grievances
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ESP Chapter 12. Some grievances are imagined and stem from ____.
A. facts B. experiences C. observations D. misinformation or rumors |
Answer: misinformation or rumors
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ESP Chapter 12. ESP Chapter 13. Effective supervisors also know that grievances are not _________________.
A. Personal criticisms B. a waste of time C. official D. necessary |
Answer: A. Personal criticisms
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ESP Chapter 12. The supervisor must first decide if the employee is griping, complaining or grieving, and then if the grievance is ____.
A. necessary B. allowed C. adversely affecting the department D. real or imagined |
Answer: real or imagined
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ESP Chapter 12. All of the following are causes of grievances, except ____.
A. Work assignments B. Working conditions C. Problems with co-workers D. Relations with the supervisor E. Salary or income F. Personal Problems |
Answer: Salary or income
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ESP Chapter 12. Workers are often dissatisfied if they have more ____ than is required.
A. time B. pay C. skill D. responsibility |
Answer: skill
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ESP Chapter 12. ____ workload is another cause of frustration.
A. Uneven B. Steady C. Negative D. Diminished |
Answer: Uneven
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ESP Chapter 12. True or False. Environment, equipment and poor logistics cause employees to be frustrated and make grievances.
A. True B. False |
Answer: True
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ESP Chapter 12. The ____ of the job itself is another factor.
A. income B. schedule C. nature D. location |
Answer: nature
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ESP Chapter 12. True or False. Discriminatory conduct and sexual harassment are rarely causes of grievances.
A. True B. False |
Answer: False
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ESP Chapter 12. True or False. You should explain the organization’s policy regarding harassment, the procedures for handling sexual harassment and the disciplinary actions that may be taken in response to the harassment.
A. True B. False |
Answer: True
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ESP Chapter 12. You should know you organizations ____ on this type behavior.
A. track record B. history C. policy D. reputation |
Answer: policy
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ESP Chapter 12. True or False. You should set a tone of respect and regard for everyone in your unit.
A. True B. False |
Answer: True
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ESP Chapter 12. Workers are often dissatisfied if supervisors have been guilty of not setting clear ____.
A. schedules B. pay C. time off D. goals |
Answer: goals
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ESP Chapter 12. True or False. Workers are often dissatisfied if supervisors have been guilty of poor planning.
A. True B. False |
Answer: True
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ESP Chapter 12. Workers are often dissatisfied if supervisors have been guilty of ____ supervision.
A. too much B. too little C. too much or too little D. an absence of |
Answer: too much or too little
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ESP Chapter 12. Workers are often dissatisfied if supervisors have been guilty of ____ standards.
A. too high B. too low C. too high or too low D. prejudiced |
Answer: too high or too low
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ESP Chapter 12. True or False. Workers are often dissatisfied if supervisors have been guilty of not listening to workers.
A. True B. False |
Answer: True
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ESP Chapter 12. Workers are often dissatisfied if supervisors have been guilty of not ____ work authority.
A. limiting B. assigning C. transferring D. delegating |
Answer: delegating
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ESP Chapter 12. Workers are often dissatisfied if supervisors have been guilty of ____ informing.
A. increased B. poor C. over- D. personally |
Answer: poor
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ESP Chapter 12. Workers are often dissatisfied if supervisors have been guilty of unchecked ____.
A. facts B. experiences C. observations D. rumors |
Answer: rumors
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ESP Chapter 12. Workers are often dissatisfied if supervisors have been guilty of criticizing ____.
A. in front of others B. in private C. performance D. talents |
Answer: in front of others
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ESP Chapter 12. True or False. Workers are often dissatisfied if supervisors have been guilty of sarcasm and ridicule.
A. True B. False |
Answer: True
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ESP Chapter 12. Workers are often dissatisfied if supervisors have been guilty of treating unfairly based on all of the following factors, except ____.
A. race B. sex C. gender D. rank D. ethnicity |
Answer: rank
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ESP Chapter 12. You should try to distinguish if the grievance stems from the worker's ____.
A. past B. former relationships C. private life D. public life |
Answer: private life
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ESP Chapter 12. Workers with grievances will make the matter ____.
A. go away B. private C. obvious D. personal |
Answer: obvious
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ESP Chapter 12. True or False. It is more difficult to recognize a complaint or gripe that could develop into a grievance.
A. True B. False |
Answer: True
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ESP Chapter 12. All of the following include danger signs to watch for, except ____.
A. changes in career aspirations B. changes in work habits C. changes in attitudes D. flare-ups |
Answer: changes in career aspirations
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ESP Chapter 12. Most grievances can be prevented by talking frequently with employees and being ____.
A. approachable B. formal C. unavailable D. critical |
Answer: approachable
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ESP Chapter 12. Most grievances can be prevented by providing an outlet for complaints, creating a good atmosphere for ____.
A. complaining B. expression C. redress D. reporting |
Answer: expression
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ESP Chapter 12. When observing employees and working conditions be sensitive to changes and danger signals in the employee's ____.
A. production levels B. co-workers C. goals D. moods and work habits |
Answer: moods and work habits
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ESP Chapter 12. You should show appreciation. ____ goes a long way.
A. Criticism B. A good word C. Evaluations D. Micro-management |
Answer: A good word
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ESP Chapter 12. You should help employees move toward acquiring new ____.
A. skills or responsibilities B. rank C. pay levels D. respect |
Answer: skills and responsibilities
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ESP Chapter 12. The procedure for handling grievances can be ____.
A. formal only B. formal or informal C. informal only D. complicated |
Answer: formal or informal
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ESP Chapter 12. No matter which type of grievance procedure is in place, the objective is the same: to make sure the grievance is heard, and make sure the employees can seek relief without ____.
A. spreading negativity about the department B. going to the media C. seeking legal representation D. fear of reprisal |
Answer: fear of reprisal
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ESP Chapter 12. All managers must believe in the system or it will ____.
A. suffer setbacks B. fail C. thrive D. need to be reworked |
Answer: fail
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ESP Chapter 12. Grievances should always be put in writing and handled by ____first, so it can be dealt with and possibly settled at this point.
A. the employee union B. internal affairs C. employee relations D. the supervisor |
Answer: the supervisor
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ESP Chapter 12. Once an employee presents you with a grievance you have to decide if you are ____ to hear it and what to do about it.
A. equipped B. the right person C. ready D. unbiased |
Answer: the right person
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ESP Chapter 12. One technique for handling grievances is to ____ responsibility.
A. limit B. deny C. shift D. accept |
Answer: accept
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ESP Chapter 12. True or False. One technique for handling grievances is to listen attentively.
A. True B. False |
Answer: True
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ESP Chapter 12. One technique for handling grievances is to ____ the employee.
A. question B. confront C. take control of D. limit access to |
Answer: question
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ESP Chapter 12. One technique for handling grievances is to get additional facts and ____ the statements.
A. believe B. verify C. accept D. deny |
Answer: verify
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ESP Chapter 12. One technique for handling grievances is to keep adequate ____.
A. records B. notes C. meetings D. teleconferences |
Answer: records
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ESP Chapter 12. One technique for handling grievances is to analyze your ____.
A. goals B. perspectives C. employee D. alternatives |
Answer: alternatives
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ESP Chapter 12. One technique for handling grievances is to decide who has the authority to ____.
A. reassign the complaint B. act C. make suggestions D. seek guidance |
Answer: act
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ESP Chapter 12. One technique for handling grievances is to make your decision ____.
A. slowly B. over time C. gradually D. promptly |
Answer: promptly
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ESP Chapter 12. One technique for handling grievances is to ____ your decision.
A. enforce B. explain C. change D. defend |
Answer: explain
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ESP Chapter 12. One technique for handling grievances is to ____ your decision.
A. re-assign B. delay C. follow up D. delegate |
Answer: follow up
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ESP Chapter 12. One special consideration in unionized local governments is that the grievance procedure is an important part of any ____.
A. organization B. standard operating procedure C. manual of regulations D. contract |
Answer: contract
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ESP Chapter 12. True or False. One technique for handling grievances is to be familiar with the procedure.
A. True B. False |
Answer: True
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ESP Chapter 12. One technique for handling grievances is to remember that grievance procedures set ____.
A. lawsuits in motion B. precedents C. employee attitudes D. the quality of the production |
Answer: precedents
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ESP Chapter 12. One technique for handling grievances is to resolve them ____.
A. hastily B. promptly C. promptly but not hastily D. hastily but not promptly |
Answer: promptly but not hastily
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ESP Chapter 12. One technique for handling grievances is to act ____ in grievance proceedings.
A. defensively B. appropriately C. on behalf of the employee D. on behalf of the department |
Answer: appropriately
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ESP Chapter 12. Resolving a contract grievance is not about who is right or wrong, but what works best for ____.
A. the department B. the employee C. the supervisor D. both sides |
Answer: both sides
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ESP Chapter 12. Union management is often____, however, this is changing to a ____ relationship.
A. adversarial , participatory B. participatory , adversarial C. weak , strong D. strong , weak |
Answer: adversarial , participatory
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ESP Chapter 12. ____ is replacing the collective bargaining system.
A. “Employee-gains bargaining” B. “Departmental-gains bargaining” C. “Union-gains bargaining” D. "Mutual-gains bargaining" |
Answer: “Mutual-gains bargaining”
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ESP Chapter 12. Mutual-gains is a consensus building idea to settle disputes and wage and benefit settlements.
A. “Employee-gains bargaining” B. “Departmental-gains bargaining” C. “Union-gains bargaining” D. "Mutual-gains bargaining" |
Answer: “Mutual-gains bargaining”
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ESP Chapter 12. Effective supervisors catch problems when they are ____?
A. small and easier to deal with B. large and complex C. small and complex D. all of the above |
Answer: small and easier to deal with
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ESP Chapter 12. Wherever people work, you can expect to hear complaints. Handling employees complaints requires ____?
A. patience, tact, knowledge, training B. knowledge, understanding, patience, skill C. patience, tact, love, reasoning D. patience, tact, understanding, good judgment |
Answer: patience, tact, understanding, good judgment
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ESP Chapter 12. Local Governments use many different systems in helping employees air and settle grievances. Whether procedures are formal or informal the objective is still the same, ____.
A. to establish an open forum with employees so they can be heard as valued members of the team B. listen with respect and confidence as they are valued members of the organization C. establish a defined set of goals D. ensure employees grievances are heard and employees can seek relief without fear of penalty |
Answer: ensure employees’ grievances are heard and employees can seek relief without fear of penalty
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ESP Chapter 12. Effective supervisors are careful to avoid practices that generate dissatisfaction and lead to complaints and grievances. They make the point to do the following?
A. enforcing rules fairly and consistently B. correcting employees in public C. letting employees set standards D. enforcing rules on a case by case basis |
Answer: enforcing rules fairly and consistently
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ESP Chapter 12. A grievance is usually a ____ expression with an employee’s dissatisfaction with some aspect of the job that is not under the employee’s immediate control?
A. verbal B. written C. visual D. structured |
Answer: written
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ESP Chapter 12. Griping is the kind of complaining people do just to ____? People who gripe usually don't expect change.
A. hear themselves. B. set an example C. complain D. let off steam |
Answer: let off steam
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ESP Chapter 12. A grievance grows out of an employee’s feeling that he , she has been treated ____ by the organization.
A. terrible and unfair B. wrongly and unjust C. harshly or unfairly D. terrible or unfair |
Answer: harshly or unfairly
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ESP Chapter 12. (Which Statement is falsE. How you listen may have a lot to do with how easy it is to settle a grievance.
A. A grievance should always be presented in a public place B. Demonstrate your interest by listening calmly and carefully to an employee’s story C. Listen with an open mind D. Make an employee feel welcome, and you are interested in what they have to say |
Answer: A grievance should always be presented in a public place
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ESP Chapter 12. Even when there is no griping or complaining, a supervisor who wants to keep trouble from developing should watch for?
A. mean conversation B. disturbed employees C. danger signals D. poor social skills |
Answer: danger signals
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ESP Chapter 12. Both gripes and complaints can become grievances if not handled satisfactorily. If a gripe or complaint becomes a formal grievance it must be resolved through a ____?
A. learning process B. group effort C. formal step by step process D. local government’s grievance procedure |
Answer: formal step by step process
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ESP Chapter 12. Complaints often involve?
A. serious problems that need to be examined by management B. more than one person C. a series of steps managers must take to settle the grievance D. relatively minor matters that can be settled on the spot |
Answer: relatively minor matters that can be settled on the spot
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ESP Chapter 12. (Which Statement is FalsE. Systems of handling grievances should____.
A. protect an employee’s basic rights as a citizen B. be simple and easy for employees to understand C. provide a delayed, satisfactory response D. be in written form and brought to the attention of all employees |
Answer: provide a delayed, satisfactory response
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ESP Chapter 12. Formal grievances are not allowed on ____?
A. work cycles B. management rights C. employee rights D. management issues |
Answer: management issues
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ESP Chapter 12. (Which statement is falsE. Effective supervisors know their employees as people they ____?
A. call them by name B. make a point of learning about their families and personal interests C. show that they realize that employees have lives outside of work D. all are correct |
Answer: all are correct
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ESP Chapter 12. Generally Sexual Harassment refers to behavior that?
A. tolerated if not offensive B. welcomed behavior to some employees C. accepted if kidding D. unwelcome and personally offensive |
Answer: unwelcome and personally offensive
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