Deck 13: Resolving Conflicts Effectively

Question 1

Using the assertive approach when dealing with conflict means you deal with the problem immediately.

Answer 1

False

Question 2

Uncovering concerns is a technique to use with someone who is a reluctant decision-maker.

Answer 2

True

Question 3

In a conflict resolution situation, it is best not to discuss your emotions.

Answer 3

False

Question 4

What is the second step in the needs-based conflict-resolution model?

Question 5

The solutions-focused mind-set is much more constructive than the problem-dwelling mind-set.

Question 6

Which of the following is NOT a constructive approach to dealing with conflict?

A) Identifying the individual at fault
B) Working toward solutions
C) Staying focused on the issues
D) Going to the source of the conflict

Question 7

A is a situation in which two or more people have a difference of opinions, methods, goals, styles, and/or values.

Question 8

It is important to treat others consistently respectful regardless of whether they reciprocate.

Question 9

When using a solutions-focused mind-set, which of the following behaviours should be used?

A) Define the problem in factual terms
B) Focus on what's wrong
C) Debate contrary viewpoints
D) All of the above

Question 10

The principle that operates under the standard that I should do those actions that are good for me, considerate of you, and good for the relationship overall and the job we have to do-regardless of whether you reciprocate, is called?

Question 11

Which mind-set is more focused on determining outcomes and less concerned with the difficulties of the situation?

Question 12

Which of the following is true of a positive intention statement?

A) Stated in a sincere tone
B) Usually said in one sentence
C) Defines positive outcomes you are seeking
D) All of the above

Question 13

Being consistently respectful should be a part of all conflict resolution. Which of the following is a characteristic of being consistently respectful?

A) Don't express emotions
B) Identify who is at fault
C) Operate collaboratively
D) All of the above

Question 14

Which of the following is NOT a way of managing defensive reactions in a conflict-resolution discussion?

A) Restating your positive intention
B) Speaking to clarify, not counter
C) Debating the main issue at hand
D) Asking the other person to check your understanding of the message

Question 15

Stakeholders are those individuals who are affected by the business relationship and what gets resolved through the conflict resolution process.

Question 16

The needs-based conflict-resolution model includes which of the following steps?

A) Working out the solution
B) Identifying the needs of the stakeholders
C) Defining the problem
D) All of the above

Question 17

This fifth step in the six steps of the resolving-concerns model for conflict resolution is

A) describing the concern
B) letting the other person respond
C) working out the solution
D) expressing your feelings

Question 18

Which of the following is a characteristic of the most constructive approach to handling conflict?

A) Appeasing the other person
B) Remaining firm, yet willing to compromise
C) Making subtle critical remarks
D) Being apologetic

Question 19

What is the approach to conflict resolution where you express your rights and views in a positive and confident manner, and enable others to do the same with the intent and effort to work out resolutions?

Question 20

Conflict is destructive in a business environment and should not be tolerated.

Question 21

One of the tools used to keep conflicts under control is describing. Define describing in this context, and list and explain four of the guidelines when using this tool.