Deck 10: Managing Conflict in the Training Classroom

Question 1

Choose the behaviors from the list below that have been shown to enhance perceptions of closeness:

A) gesturing while talking to class
B) moving around the classroom while teaching
C) holding a stiff and upright body position
D) Both a and b
E) Both b and c

Answer 1

D

Question 2

Aggressive trainees:

A) lack social skills.
B) argue constructively.
C) are assertive and then get aggressive as the situation escalates.
D) cannot be asked to leave a training session.

Answer 2

A

Question 3

Tamara is a trainee who has years of experience in the area of discussion. She continues to interrupt the training to speak of her own experience. As a result, the trainer reduces her communication with Tamara and redirects her comments to other trainees in the group and moves way from Tamara's area. Your text suggests this strategy will

A) be successful.
B) be unsuccessful.
C) will not matter.
D) make Tamara resentful.

Answer 3

A

Question 4

When adapting communication to address conflicts, language

A) should include "you" statements.
B) should be specific and descriptive.
C) should be general so as not to offend the trainee.
D) should be emotional to reinforce how behavior is affecting others.

Question 5

conflict occurs between two people and is the result of a person blocking the achievement of the goals of at least one other person.

A) Intrapersonal
B) Personal
C) Interpersonal
D) Achievement

Question 6

According to your text, the instructor misbehavior that occurs most frequently is

A) straying from the subject.
B) boring lectures.
C) unfair testing.
D) late returning work.

Question 7

Conflict management skills include

A) managing everyone's emotions.
B) describing behaviors rather than evaluating the person.
C) parrot the messages.
D) using your "expert" communication to resolve the conflict.

Question 8

Terry is not contributing much to the discussion in his training session. What recommendations are offered by your text?

A) Call on Terry for more input.
B) Make Terry aware if his input is incorrect.
C) Wait for Terry to indicate that he would like to make a contribution.
D) Assign seating to trainees.

Question 9

A trainee with a confrontational conflict style will be more likely to

A) not discuss the problem directly.
B) attack you verbally.
C) find ways to compromise.
D) make fun of you behind your back.

Question 10

A misbehavior is a behavior from that is unacceptable and detracts from the learning environment.

A) the trainer
B) the trainee
C) both the trainer and trainee
D) the trainer, trainee, and the developer of the training material

Question 11

When managing conflicts, it is best to

A) select and appropriate time and place to address the conflict.
B) take care of the problem as it occurs.
C) ignore the behavior.
D) evaluate the person and why they are acting in that manner.

Question 12

trainees are compulsive communicators who like to hear themselves talk and who like to dominate the training classroom discussion.

A) Bigheaded
B) Talkative
C) Negative
D) Aggressive

Question 13

Communication strategies and behaviors that enhance trainer-trainee relationships include

A) anti-social behavior alteration techniques.
B) pro-social behavior alteration techniques.
C) reducing trainer misbehaviors.
D) increasing emotions and personal anecdotes.

Question 14

Dynamism is an affinity-seeking strategy in which the trainer

A) gives the impression that nothing is bothersome.
B) is active and enthusiastic.
C) is positive and avoids complaining.
D) makes the trainees feel like they are their friend.

Question 15

According to Frank, a trainee, most of what is covered in the training session will NOT work to solve their problem with poor customer service. He has a "been there, done that" attitude and is passing along his negative feelings to the group. How does your text recommend that you deal with Frank?

A) Place his negative experiences in context.
B) Empathize with Frank's past experience.
C) Ask Frank to work with a group to offer suggestions for the problem.
D) Ask Frank to move ahead and work on another problem.
E) Either A or B

Question 16

After identifying the problem trainees' behavior,

A) the trainer comes up with their own solution.
B) the trainee generates solutions.
C) the trainer and trainee both generate solutions.
D) brainstorm possible solutions with all trainees.

Question 17

Sharon is trying to solve a problem with a difficult trainee who continues to disrupt the training by interrupting others. According to your text, which response would be the most appropriate method for handling this conflict?

A) In explaining the problem, she comments, "You have an attitude problem that is disruptive."
B) In explaining the problem, Sharon stands in front of the trainee with her arms crossed.
C) The problem does not need to be handled.
D) Sharon should identify and describe the problematic behavior.

Question 18

Select the pro-social behavior alteration technique from the list below:

A) You will make others unhappy if you don't comply.
B) It's a policy.
C) All of your friends are doing it.
D) You said you would try this time.

Question 19

What are the behavioral alteration techniques?

A) pro-social and anti-social
B) pro-social and physical
C) anti-social and physical
D) anti-social and optimism

Question 20

Relational power is

A) granted by the students because they like and respect the trainer.
B) given by trainees that are related to the trainer.
C) granted due to the relational position of the trainer.
D) possessed by the trainer due to their title.

Question 21

When managing conflict it is best to ask the problem trainee to parrot your message.

Question 22

Not dealing with a problem trainee will cause problems for the entire training session.

Question 23

A confrontational conflict style is a win-lose approach to managing conflict.

Question 24

Using anti-social behavior alteration techniques will reduce conflict in the classroom.

Question 25

Molly has a group of individuals in her training session who continue to chat with each other during the training rather than joining in with others. Analyze this situation by determining the interpersonal needs that may be motivating this group and include communication strategies for managing the situation.

Question 26

An important part of conflict management is to be able to manage your emotions.

Question 27

Trainees who like and respect their trainer will be less likely to offer resistance to training.

Question 28

List and discuss the three conflict management styles covered in your text.

Question 29

Communication apprehensive students want to sit immediately in front of the trainer.

Question 30

According to Schutz, the three interpersonal needs are exclusion, affection, and control.

Question 31

Discuss pro-social and anti-social behavior alteration techniques and how they may affect the trainer reaching their training objectives.

Question 32

Discuss how to effectively manage emotionally charged situations.

Question 33

Attempting to direct trainees' behavior by indicating that their group depends on them is an anti-social behavioral alteration technique.

Question 34

Nonverbal immediacy behaviors are effective in managing conflict and tension.

Question 35

List and explain five suggestions for dealing with quiet trainees.