1. A complaint became a grievance when the
a) Worker remains dissatisfied b) Employer is dissatisfied
c)
Worker’s dissatisfaction is intimated to the management in writing d) Worker expresses his dissatisfaction by word of mouth (orally)
2. The dissatisfaction of an employee, when orally conveyed, it becomes
a) Grievance b)
Complaint c) Charge-sheet d) Violation
3. “A written complaint filed by an employee and claiming unfair treatment” is defined as definition for grievance by
a) Dale Yoder b) Michael Jucius c) Michael Jackson d) Kornhauser
4. Which one may ‘test the meaning of an agreement clause or raise a question of equity’ in writing?
a) A complaint
b) Grievance c) Negotiation d) Closed-shop
5. ……........ Operates in an atmosphere in which tensions are more personal then institutional
a) Grievance b) Foreman c) Supervisor d) Employer
6. Though the stakes are not critical, the ultimate sanction is not the use of force in a) Complaint
b) Grievance c) Enforcement of agreements
d) grey areas in agreemen
7. Which one of the following is the ‘bitter fruit’ when grievance remains as the ‘root’? a) Over-time work b) Transfer c) Turnover d)
Low productivity.
8. Adverse allocation of rewards for employee services and conditions under which services are rendered give rise to
a) Disciplinary action
b) Grievance c) Work to rule d) Desertion
9. Which one is not a factor responsible for
grievances to emerge?
a) Working conditions and rewards
b) Management policies and practices including supervision
c) Maladjustment of employees
d) Customer’s dissatisfaction 10. Proactive approach to grievance management does NOT involve
a) Identification and grievances
b) Nature of grievances
c) Nurturing factors
d) Quick-fix for grievances 11. Which one is NOT a method for identifying grievances?
a) Exit interview b) Gripe box system c) Open-door policy
d) Re-poll 12. Exit interview, grip box system, opinion surveys and open door policy help generate a) Workers antipathy b) Contact c) Communication
d) Information
13. Exit interview help obtain relevant information about worker’s dissatisfaction from
a) Rank and file within the organization
b) Informants
c) Employees who have the resigned or left d) Supervisors
14. The management taking measures to modify factors leading to grievance is the (
a) Proactive approach b) Reactive approach
c) Retrospective approach d) Prospective approach
15. In spite of redressal of grievances, the underlying causes continue to exist in
(a) Reactive approach (b) Proactive approach c) Retrospective approach (d) retrodictory approach
16. Reactive approach to grievances
a) Partial in redressal of grievances b) Totally removes underlying causes
c) redressal is half-hearted
d) Underlying causes continue to exist.
17. As regards grievances, an excellent management follows the principle of………..
a) A bird in the hand is worth two in the bush
b) Something is better than nothing
c) Better late than never
d) Prevention is better than cure
18. Which one of the following is similar?
a) Exit interview and gripe box system b) Gripe box system and opinion surveys c) Opinion surveys and open door policy
d) Gripe box system and suggestion box system 19. Exit interview is free from……
a) Information b)
Inhibitions c) Exploitation d) Dissatisfaction
20. Exit interview suffers from…………on the part of employees currently in service.
a) Inhibitions (b) Exhibition c) Ambition d) Benevolence
21. Which method helps to obtain valuable information from sources other than current employees?
a) Gripe box
b) Exit interview c) Opinion survey d) Open-door policy.
22. Which method encourages animosity being maintained in making complaints?
(a) Gripe Box (b) Open-door (c) Exit interview (d) Opinion Survey.