1. In resolving a grievance, it is unusual for an aggrieved employee to present a grievance to a supervisor in the absence of:

A. the shop steward.

B.a mediator.

C.an outside arbitrator.

D.the Director of the Human Resources Department.

2. In the last step of a grievance procedure, the final and binding decision is provided by:

A. a neutral arbitrator.

B. the company's top management.

C. the company's human resources department.

D. labor union representatives.

3. Interest-based negotiating or understanding why the other party wants what he or she wants, and then working toward a solution that satisfies those needs as well as one's own, occurs in which conflict-resolution style?

A. The accommodate style

B. The compete style

C. The oblige style

D. The collaborate style

4. One of the disadvantages of online dispute resolution (ODR) is that:

A. it tends to slow down the process of adjudicating disputes.

B. it addresses just a limited range of disputes.

C. it is not cost-effective.

D. it always leads to complex jurisdictional issues.

5. The collaborate style is usually characterized as:

A. "I lose, you win."

B. "Win some, lose some."

C. "I win, you win."

D. "I win, you lose."