Resolving Conflict 1
The sequence of a typical conflict situation is:
A) Discord, dispute, differences
B) Dispute, discord, differences
C) Differences, discord, dispute
D) Differences, dispute, discord
What is C - Differences, discord, dispute?
When someone comes to you for coaching, it is particularly important to:
A) Share your own ideas first
B) Seek more than tell
C) Focus on only potential negative outcomes of the conflict
D) All the above
What is B - Seek more than tell?
Conflict can have a positive or a negative outcome. These two types of outcomes are referred to as:A
A) Damage and discovery
B) Resolution and continuation
C) Anger and agreement
D) Resentment and acceptance
What is A - Damage and discovery?
Which two resolution tactics support a catalyst leadership approach?
A) Take no action and take charge
B) Coach and take charge
C) Mediate and take charge
D) Coach and mediate
What is D - Coach and mediate?
When people have differing viewpoints but are still working effectively, a good leader should generally:
A) Coach
B) Mediate
C) Take charge
D) Take no action
What is D - Take no action?
True or False?
A good way to use the Key Principle Ask for help and encourage involvement is to describe the impact of the conflict on everyone involved and ask for their commitment in a reaching a mutually agreeable solution.
What is True?
True or False:
It is more important to be able to identify which stage a conflict is in than to determine whether the conflict is escalating.
What is False?
When you are mediating between two people, rather than coaching just one person, it is even more important to:
A) Be alert to verbal and nonverbal cues
B) Agree on ground rules for the discussion
C) Use the process skills, check for understanding and make procedural suggestions.
D) All the above
What is D - All the above?
The conflict resolution tactic that a leader should use when other tactics have failed is:
A) Coach
B) Mediate
C) Take charge
D) Take no action
One way to demonstrate the Key Principle Listen and respond with empathy is to:
A) Allow each person an opportunity to voice concerns about issues, and then acknowledge their feelings.
B) Move the discussion forward when someone dominates the discussion.
C) Express regret for the situation, but be direct about your position on the conflict.
D) None of the above
What is A - Allow each person an opportunity to voice concerns about issues, and then acknowledge their feelings.