Foundational Skills
Name all 6 P's.
Prompt, Polite, Prepared, PMA, Participate, Produce
Where on the anger scale is a person out of control?
80-100
What mode should a person be in to make a plan?
Adult Mode
What are the 5 problem solving steps?
1. Stop, 2. List, 3. Choose, 4. Do, 5. Evaluate
Do you always need a mediator when dealing with a conflict?
No, but it is helpful to ensure the meeting is focused on clarity.
Name all 5 attending skills.
Be in the moment, Appropriate body language, Appropriate eye contact, Appropriate feedback, and Questions to clarify or validate.
When a person reaches their Anger Threshold, what are the two behaviors that typically arise?
Shut down or Go off
What are the 4 parts of an "I" Message?
"I feel...", Emotion, Name Behavior, Explain
What should you do if your problem solving hand does not work?
Try again and go to the beginning.
What question should you ask yourself during the first step?
How important is this conflict to me?
Name all 5 Group Norms.
Attending Skills, Honor WAH, Desk Touch, Use Appropriate Names, Introduce Yourself
What mode fits the following characteristics? Supportive, protective, sympathetic, encouraging, caring, over-exaggerating another's accomplishments.
Nurturing Parent
What is the purpose of front-loading?
Should only be used to restore communication, not to manipulate others to meet your needs.
How many options should you try to list?
3
What is the end result of conflict resolution?
Clarity not friendship
What does Synergy mean?
The sum of the whole is greater than the sum of the parts.
Abstract thoughts, high-order thinking, projection, philosophical questioning take place in what part of the brain?
Neocortex
What are the 3 techniques to enhance assertive communication?
"I" Message, Front-Loading, Planning
What is the definition of a problem?
A problem is a troublesome issue that needs your immediate attention.
Is violence ever a resolution during Conflict Resolution?
NO!!!
What is the definition of Team?
A group of people working together toward a common goal.
How often are we expected to function in adult mode?
Everyday!!!
What is some language a person acting aggressive might say?
"Because I said so", "You should", "I'm the boss"
What is the definition of a conflict?
A conflict involves an interpersonal confrontation.
What are the 7 problem solving steps?
1. Warm Up, 2. Set a time and place, 3. Communicate in Adult Mode, 4. Have a Plan for Change, 5. Discuss Outcomes, 6. Reach Resolution or Agree to Continue, 7. Clarify Agreement.