Importance of conflict management in the workplace

UNIT 1 CHALLENGE 1 Describing Conflict  (100% Correct)

1. Select the statement that best describes the interests of the parties involved in the conflict. 

o Diana wants a place for children to play; Tony wants more access to parking in the neighborhood.

o Tony and Diana both want the playground to be removed.

o Diana wants more access to parking in the neighborhood; Tony wants more space for children to play.

o Tony and Diana both want a new parking lot in the neighborhood.

2. Diana has children that need a place to play, whereas Tony and his community need convenient parking. This is an example of a(n) __________ conflict.

o interest-based

o relationship-based

o values-based

o data-based

3. Given the opposing perspectives in the community, the conflict may continue to develop and become increasingly intense. Select the statement that describes the misunderstanding stage of conflict. 

o The parties are communicating about the conflict, but their differing views cause increased resentment.

o The parties actively try to harm one another.

o Something happens to make the parties aware that their needs are in conflict.

o The parties develop very negative views of one another and no longer have the ability to communicate effectively.

4. Select the true statement regarding the escalation of Tony and Diana’s conflict.

o The conflict has escalated to the tension stage because Tony and Diana are actively trying to harm one another.

o The conflict has escalated to the tension stage because Tony and Diana are no longer able to communicate with one another or see each other in a positive light.

o The conflict has escalated to the tension stage because the encounter at the store caused Tony and Diana to realize that they disagree on the neighborhood issue.

o The conflict has escalated to the tension stage because Tony and Diana have a vague feeling that something is wrong between them.

5. Select the statement that best explains Rick and Ella’s situation. 

o Rick and Ella are in the pre-conflict stage because they are uncomfortable talking to one another due to the dispute between their spouses.

o Rick and Ella are in the pre-conflict stage because they are currently unaware of the problems that their relationship may cause.

o Rick and Ella are in the pre-conflict stage because neither one of them understands the reason for the conflict between Tony and Diana.

o Rick and Ella are in the pre-conflict stage because they are both aware that their needs are not being met by the other party.

6. Diana’s statement, underlined in the scenario, shows that she sees the conflict as __________.

o values-based

o interest-based

o structural

o relationship-based

7. By ensuring all parties have the same information and are interpreting it in the same way, Ava is trying to avoid a __________ conflict. 

o interest-based

o values-based

o data-based

o structural

8. Tony described the escalation of the conflict as it moved to increasingly intense stages. Which of his statements describes the discomfort stage?

o “Now people are yelling at each other in the street, saying all sorts of mean things about people on the other side….”

o “At first, it was just kind of awkward— I could sense something was wrong between Diana and me.”

o “Then we had a fight and other people took sides in the last meeting.”

o “It seems like the only communication going on is yelling and fighting.”

9. Select the true statement about the post-conflict stage in Tony and Diana’s conflict.

o Tony and Diana have reached the post-conflict stage by finding a way to get both of their needs met.

o Tony and Diana have reached the post-conflict stage by finding a way to get the single most important need met.

o Tony and Diana have reached the post-conflict stage because it always comes after the crisis stage.

o Now that Tony and Diana have reached the post-conflict stage, their conflict cannot escalate again.

UNIT 1 CHALLENGE 2 Conflict Styles (100% Correct)

1. Select the true statment regarding Martin’s comment. 

o His comment reflects the avoiding style of conflict, which is low in assertiveness and low in cooperativeness.

o His comment reflects the compromising style of conflict, which is moderate in both assertiveness and cooperativeness.

o His comment reflects the accommodating style of conflict, which is low in both assertiveness and cooperativeness.

o His comment reflects the collaborating style of conflict, which is high in both assertiveness and cooperativeness.

2. Which of the following describes the accommodating style of conflict? 

o Parties using this style choose not to acknowledge the conflict rather than try to solve it.

o Parties using this style agree to sacrifice some of their own needs in order to come to a mutual agreement.

o Parties using this style work collectively in order to ensure that the needs of everyone are met.

o Parties using this style try to meet the needs of others by giving up their own needs.

3. According to the assessment, Samir’s preferred conflict style is __________, and Martin’s preferred conflict style is __________.

o collaborating, competing

o compromising, collaborating

o accommodating, collaborating

o avoiding, compromising

4. How would Molly describe the compromising style relative to assertiveness and cooperativeness?

o Moderate in assertiveness, high in cooperativeness

o High in assertiveness, high in cooperativeness

o Moderate in assertiveness, moderate in cooperativeness

o Low in assertiveness, high in cooperativeness

5. Martin’s statement reflects a conflict resolution style called __________, while Samir’s statement reflects a conflict resolution style called __________.

o competing, avoiding

o avoiding, collaborating

o avoiding, compromising

o competing, accommodating

6. Select the statement that reflects Samir’s concerns. 

o Martin is failing to consider Japan’s culture when crafting the proposal.

o Martin is failing to consider Japan’s intercultural conflict style when crafting the proposal.

o Martin is failing to consider Japan’s preferred conflict style when crafting the proposal.

o Martin is failing to consider Japan’s subcultures when crafting the proposal.

7. Select the true statment regarding Martin’s comment. 

o His comment reflects the avoiding style of conflict, which is low in assertiveness and low in cooperativeness.

o His comment reflects the compromising style of conflict, which is moderate in both assertiveness and cooperativeness.

o His comment reflects the accommodating style of conflict, which is low in both assertiveness and cooperativeness.

o His comment reflects the collaborating style of conflict, which is high in both assertiveness and cooperativeness.

Unit 1 CHALLENGE 3 Resolving Conflict (100% Correct)

1. Which question would provide some helpful information for Phillip as he works to determine suitability of process?

· How many days a week is the store open?

· How many years have the parties worked at the store?

· Which specific employee is the most difficult to work with?

· Which stage has the conflict escalated to?

2. The form of mediation that Phillip described is called __________.

· facilitative mediation

· mediation-arbitration

· evaluative mediation

· transformative mediation

3. Select the true statement about arbitration.

· Arbitration is slower and more expensive than court.

· The decision reached during arbitration is called an “award” and is legally binding and enforceable by law.

· The arbiter must be a legal professional or expert on the topic of the disagreement in order to be able to arbitrate the conflict.

· Arbitration is unique because it always involves a decision made by a group of arbiters instead of a single person.

4. Select the statement that describes conciliation, but not shuttle diplomacy. 

· The process focuses on tangible issues only.

· The process addresses intangible issues, such as emotions and communication.

· The process is beneficial for parties who are uncomfortable meeting face-to-face.

· The conflict resolver moves separately between each of the parties.

5. Select the true statement about collaborative law as a conflict resolution process. 

· Collaborative law can address the financial issues in a divorce, but not custody issues.

· A participation agreement is the last step in the collaborative law process.

· Collaborative law works best when the separating couple is willing to work together toward a solution.

· Collaborative law requires a mediator, but the presence of lawyers is optional.

6. Select the true statement about restorative justice as a conflict resolution process. 

· Restorative justice prevents the victim from interacting with the offender

· Accountability is one of the main goals of restorative justice.

· Restorative justice pertains solely to juvenile offenders.

· Restorative justice primarily focuses on punishing the offender.

7. Select the statement from Phillip’s session notes that relates to conciliation. 

· “We need to solve the problem, but I don’t want to be around her. There has to be a way to find a solution that we both can agree to.”

· “We want to avoid the court system if possible. We’re on good enough terms that I think we can split our finances and come to a custody arrangement that we mutually agree upon.”

· “Our business uses this method often since it is cheaper and easier than handling things within the courts. A third party reviews the case, and makes a decision.”

· “I think this young individual will benefit more from hearing from the victim so that he can take accountability for his actions versus being punished by the courts.”

8. Which question would provide some helpful information for Phillip as he works to determine suitability of process?

· How many days a week is the store open?

· How many years have the parties worked at the store?

· Which specific employee is the most difficult to work with?

· Which stage has the conflict escalated to?

Course: The Essentials of Managing Conflict

Units 1 UNDERSTANDING CONFLICT