3.Ria manages the fitness centre of a large hotel. Recently Lee Ann was hired as an exercise physiologist, even though Ria was opposed to the appointment, based on Lee Ann's weak academic record and lack of experience. Lee Ann found out about Ria's protests and has since been uncooperative and sullen at work. This is an example of which type of conflict?

Select one:

a.process

b.intrapersonal

c.substantive

d.emotional

6.According to Mayer and Salovey's model of emotional intelligence, which of the following is NOT an emotional intelligence competency?

Select one:

a.Self-awareness

b.Self-handicapping

c.Self-management

d.Relationship management

7.Which of the following is an example of deep acting?

Select one:

a.Miley pretends to care about Mason but her actual feelings about Mason don't change.

b.Joanna works as a waitress and smiles at customers even though she hates her job and is often in a bad mood.

c.Pierce uses empathy to feel the same emotions as his clients.

d.Ryan forces himself to smile even when he is in bad mood.

8.Which of the following is NOT a key element of the communication process model?

Select one:

a.role overload.

b.source.

c.receiver.

d.noise.

2.The first step in systematic decision-making is to:

Select one:

a.choose a preferred course of action.

b.implement the preferred course of action.

c.recognise and define the problem.

d.identify alternative course of action.