Question 1

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

Accepted Answer

A) True 
 B)False  False

Question 2

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

Accepted Answer

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

Question 3

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

Accepted Answer

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 C

Question 4

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

Accepted Answer

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

Question 5

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

Accepted Answer

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

Question 6

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

Accepted Answer

A) True 
 B)False

Question 7

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?

Accepted Answer

The answer of What is the approach to conflict resolution...

Question 8

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

Accepted Answer

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

Question 9

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

Accepted Answer

The answer of A __________is a situation in which two...

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

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

Question 13

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

Accepted Answer

The answer of Which mind-set is more focused on determining...

Question 14

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

Accepted Answer

The answer of What is the second step in the...

Question 15

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

Accepted Answer

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 16

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

Accepted Answer

A) True 
 B)False

Question 17

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

Accepted Answer

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 18

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.

Accepted Answer

The answer of One of the tools used to keep...

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

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

Accepted Answer

A) True 
 B)False

Exam 13: Resolving Conflicts Effectively

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

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

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

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

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

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

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?

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

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

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

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

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

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

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

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

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

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

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.

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

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