20. As a supervisor, why is it important for you to develop emotional Intelligence? O A. Being emotionally intelligent means you can read people's minds and can eventually predict all their behavior with pinpoint acute OB. Your team members will always expect you to know what to do in a crisis, and if you falter, they may not trust you c. Upper management recognces teams that don't experience any conflict emotional intelligence prevents you from having to deal with O D. As the supervisor, you serve as a role model to your employees You set the tone and the standard for them to test handle confies within the team withome departments and with outside partners and vendors 15. Conner is having some trouble with two members of his warehouse team. Bud and Jackie are having difficulty working together and it's starting to attect the entire team Conner suspects that the two have been avoiding a conversation because they're afraid of experiencing a conflict. While he acknowledges their fear, Conner knows he has to get the issues out in the open. What would you advise Conner to do to best address the trouble between Bud and Jackie and their tear of contier? O A. Tell Bud and Jackie you're there to support them. Ask for their ideas. Talk to each one separately Determine a solution and make them implement O B. Explain that conflict is part of the job and it does no good to be afraid of it. Tell them to discuss the problem e outs and get back to work such as they can O C. Explain that teams work best when everyone can be honest and communicate openly with one another it was take some time to resolve their se na posave and cornuch way but when they do, Bud and Jackie will have a much better work relationship OD. Bring the problem to your own manager Explain that Bud and Jacke are afraid of connect, and you don't want to make things worse implement the common that you come to wm 14. Jocelyn is an experienced supervisor. She has dealt with a variety of problems and challenges within her team over the years. She has learned the mportance of effective conflict resolution within her team. She is now having an issue with one of her suppliers, but she doesn't understand the importance of conflict resolution with people outside the company. How would you best advise Jocelyn about effectively handling conflict with vendors, suppliers, customers, and other outside parties? O A. Explain to Jocelyn that conflicts outside her company not only affect productivity, but also her bottom line revenue and reportation in the business market O B. Advise Jocelyn to have her most senior team members handie the issue. It's the job and besides its not important for the supervor to directly with customer OC. Tell her that the skills for dealing with outside connect are much more afficult to learn and she shoukon't try it alone D. Coach Jocelyn not to worry about handling this conflict Outside probare rare and this is probably the last one she's ever have to handle 13. Karla is in the midst of a conversation with Deborah, one of her line workers. As Karta explains what she would like Deborah to do with the wholay and overtime schedule Deborah's face begins to fall. She starts looking down and away, her eyes darting back and forth, then she breaks eye contact with Karta altogether. It seems to Karia as Deborah has stopped listening and is thinking about something else. What should Karta de at this point? O A. Tell Deborah to stop togeting and pay attention to the important information Kartais providing. Use a commanding and more one of Voce O B. Continue her conversation with Deborah and ask if she has any questions OG Stop the conversation immediately and reschedule it for a different time O D. Pause the conversation and ask Deborahit she is all not state that she looks uport and that Karta wote to elp with whitever is wrong before they controle a penitent understanding one of voice 12. Geraldo and William are having an argument about an HVAC system they will be installing. Geraldo thinks they should refer to the manufacturer's documentation and specifications for installation, William thinks that will take too much time and believes they can figure it out for themselves. They've brought the situation to Manother supervisor After some discussion, William realizes his approach could cause service issues down the road. He starts to admit Geraldo is probably night. What is the best conflict style for Mario to use at this point to find a resolution? A. Have them compete to find the solution, by encouraging William to keep arguing for his way OB. Encourage Witam to give up his way and accommodate Geraldo's approach, since wan has admitted ne is wrong OC. Tell them to compromise, by using the manual for some aspects of the installation, but using common sense and their own experience for the rest OD. Avoid getting involved in the contact and let the two of them continue to argue