Communication Skill
This type of message begins with “I,” describes a behavior, and explains how it affects you; it’s used to express feelings without blaming.
I-message (format: “I feel ___ when you ___ because ___”)
The visible emotions like anger and blame are called the “tip” of this metaphor; what is the metaphor?
The Conflict Iceberg.
A conflict where one person gets what they want and the other person does not is called what?
Win-Lose
According to “Cover All Bases,” what is the first step you should take when you are in a conflict?
Get control of yourself (cool down).
These are personal qualities like teamwork, communication, and time management that help you succeed beyond technical tasks. What are they called?
Soft skills
Name two features of assertive communication that help avoid escalating a conflict.
Examples: making eye contact; speaking calmly, clearly, confidently; matching body language to words.
Name three feelings that might be below the surface of the iceberg and cause anger.
Examples: hurt feelings, insecurity, fear of rejection, past experiences, need for respect, misunderstanding.
What type of outcome happens when both sides behave to make the other lose, so neither benefits?
Lose-Lose.
Step three asks you to “define the problem.” What two questions should you ask to help define the problem?
“What is really the problem?” and “Who is involved?” (Get the facts.)
Name three ways digital citizenship connects to workplace readiness (from the soft-skills guide).
Examples: use appropriate tone in emails/messages; protect privacy and personal info; evaluate online sources and give credit; manage digital footprint
List three active listening techniques you would use to ensure you understand the other person.
Examples: focus completely on speaker, don’t interrupt, paraphrase/reflect, ask clarifying questions, nod to show attention.
Explain why identifying underlying emotions can help resolve a conflict.
Because it helps you see root causes so you can address them rather than react to surface anger; it leads to better choices and solutions.
Explain why win-win solutions often require compromise and give one real-life example (school or home).
Win-win requires each side to give up something and focus on shared goals. Example: two students split project responsibilities so both learn and earn credit.
What does step four offer as the two main choices after you think of options?
Continue to work toward a resolution OR walk away (temporary strategic pause).
Give two time-management strategies from the soft-skills guide and explain how each reduces stress.
Use a planner/digital calendar to track deadlines (prevents last-minute stress); break big projects into smaller tasks (makes work manageable and reduces overwhelm).
Give an example of an I-message for someone who keeps borrowing your pencil without asking.
Example I-message: “I feel annoyed when you borrow my pencil without asking because I need it for classwork. Please ask next time.”
When emotions rise, behavior can become aggressive, passive, or this third style that respects both people’s rights. What is it?
Assertive.
Give one example from the text of a lose-lose situation and explain how it could be changed to a win-win.
Example: puncturing a bike tire (lose-lose). Change: talk and return the glove / apologize — both resolve it and keep relationship.
List all seven “Steps to Conflict Resolution” in order, using short phrases or words.
1) Get control of yourself 2) Identify your feelings 3) Define the problem 4) Decide what to do 5) Communicate assertively 6) Listen to the other side 7) Look for a win-win result.
Describe a teamwork activity from the materials and identify the specific soft skill it helps develop
Example: Human Knot — develops teamwork, communication, problem-solving, patience. Scavenger Hunt — cooperation, time management.
Describe one nonverbal cue that can make your message seem defensive and one nonverbal cue that supports assertive communication.
Defensive cue: crossed arms, avoiding eye contact, clenched jaw. Assertive cue: relaxed posture, steady eye contact, open palms.
Describe a short strategy (one or two steps) a person can use to “cool down” before reacting in a conflict, and explain why it helps.
Example: Take three deep breaths and count to ten — it lowers physical arousal so you avoid saying things you’ll regret.
Compare and contrast win-lose and win-win strategies in terms of relationships and long-term effects
Win-lose often damages relationships and creates resentment; win-win builds trust and long-term cooperation.
A shortcut is mentioned in step four. What is it, when is it appropriate, and why might it be the best decision?
The shortcut: walk away. Appropriate when safety is at risk, emotions are uncontrollable, situation is escalating or violent. It prevents harm and gives time to cool down.
Create a brief personal soft-skills goal appropriate for an 8th grader (one sentence) and list two actions the student can take this week to work toward it.
Example goal: “I will improve my teamwork by contributing at least one helpful idea in every group project this month.” Actions: 1) Volunteer a role in the next group task; 2) practice active listening and give one constructive comment to teammates each meeting.