Work It Out
___________ is when two or more people’s differences escalate to a level that might negatively affect productivity.
What is conflict?
The effects of conflict can be immediate or residual. Although we don’t always think of this, there is a ___________ associated with every damaging conflict.
What is cost?
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 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: Working in different departments and having different priorities may lead to conflict.
What is true?
Name 3 cost categories from the WIO board.
What is:
1.Wasted time
2.Poor customer service
3.Reduced productivity
4.Poor decisions
5.Labor disputes
6.Lawsuits
7.Loss of customers
8.Absenteeism/Health costs
9.Turnover
10.Sabotage/Theft
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?
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
What is c?
Take charge
Although differences can often stimulate better ideas and solutions, they also can lead to conflict when they are_______.
What is unresolved?
Everyone of these costs categories translates into
___________ ___________.
What is wasted money?
Conflict can have either a positive or negative outcome. These two types of outcomes are referred to as:
a.Damage and discovery
b.Resolution and continuation
c.Anger and agreement
d.Resentment and acceptance
What is a?
Damage and discovery
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 of the above
What is b?
Seek more than tell
A resolution tactic to let people work it out without a leader’s involvement is called
__________ No __________.
What is Take No Action?
To become good at resolving conflict, it’s important to recognize when it’s starting “to brew” and when it’s _____________.
What is escalating?
_______ and behaviors can get in the way of people’s ability to resolve conflict themselves.
What is Emotions?
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
To _________ is to bring those in conflict together and facilitate a discussion to resolve the conflict.
What is mediate?
If you recognize that conflict is escalating, yet do nothing to help resolve it, your ultimate result will be ______________.
What is damage?
How skillfully you address the conflict, regardless of its stage, will determine its _____________.
What is outcome?
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 discussion
c.Use the process skills, check for understanding and make procedural suggestions
d.All of the above
What is d?
All the above