Identify These Emotions
Name Different Coping Skills
What are the steps to conflict resolution in order?
What are active listening HIP TIPs?
Am I Aggressive or Assertive?
100
Mad
100
Name a coping skill you can use to help you calm down in the workplace.
These answers will vary, and the instructor will need to approve them.
100
Accepting the conflict.
What does this look like?
Remember that conflict is natural and happens in every ongoing relationship. Since conflict is unavoidable, we must learn to manage it. Conflict is a sign of a need for change and an opportunity for growth, new understanding, and improved communication. Conflict can not be resolved unless it is addressed with the appropriate individual(s).
100
Face the speaker and have eye contact.
What does this look like?
Eye contact is an important part of face-to-face conversation. Too much eye contact can be intimidating, though, so adapt this to the situation you’re in. Try breaking eye contact every five seconds or so, or to show you’re listening attentively, look at one eye for five seconds, then another eye for five seconds, then switch to looking at their mouth. When you look away, looking to the side or up is better than looking down, which can seem like you want to close the conversation.
100
"You're always so incompetent; I can't believe I have to work with you."
Aggressive
200
Scared
200
Name a coping skill you can use to help you calm down in the workplace.
These answers will vary, and the instructor will need to approve them.
200
Be a calming agent.
What does this look like?
Regardless of whether you are being a sounding board for a friend or you are dealing with your own conflict, your response to the conflict can escalate or decrease the intensity of the problem. To be calming, provide an objective or neutral point of view. Help plan how you are going to work with the other party to achieve resolution.
200
"Listen" to non-verbal cues too.
What does this look like?
Facial expressions, tone of voice, and gestures can tell you just as much as what is being said in words. Pay attention to what the other person is saying with their body language - are they smiling, for example, or are their arms crossed defensively, or are they rubbing their eyes as if they're tired or upset.
200
"I have a different perspective on this; can we discuss it?"
Assertive
300
Confused
300
Name a coping skill you can use to help you calm down in the workplace.
These answers will vary, and the instructor will need to approve them.
300
Listen Actively.
What does this look like?
Work through how you feel, what the specific problem is and what impact it is having on you. Use I -based statements to help do this (see formula below).
- I feel (strongest feeling)
- When you (objective description of the behavior)
- Because (specific impact or consequences)
- I would like (what you want the person to do in the future to prevent the problem)
300
Don't interrupt.
What does this look like?
Being interrupted is frustrating for the other person – it gives the impression that you think you’re more important or that you don’t have time for what they have to say. If you are naturally a quicker thinker or speaker, force yourself to slow down so the other person can express themselves. Remember, a pause or a few seconds of silence doesn’t mean that you have to jump in. Letting the other person speak will make it easier for you to understand their message, too.
300
"I can't accept that behavior; it's important to me that we treat each other respectfully."
Assertive
400
Sad
400
Name a coping skill you can use to help you calm down in the workplace.
These answers will vary, and the instructor will need to approve them.
400
Analyze the conflict.
What does this look like?
This will help clarify the specific problem. Some questions that you may ask are:
- What triggered the conflict?
- Who are you angry with?
- What are you not getting that you want?
- What are you afraid of losing?
- Is your conflict/anger accurate or over-exaggerated?
- How can your conflict be resolved?
400
Show you're listening.
What does this look like?
Nod your head, smile, and make small noises like “yes” and “uh huh” to show that you’re listening and encourage the speaker to continue. Don’t look at your watch, fidget or play with your hair or fingernails.
400
"I can't stand working with you; you're useless."
Aggressive
500
Happy/silly
500
Name a coping skill you can use to help you calm down in the workplace.
These answers will vary, and the instructor will need to approve them.
500
Model neutral language.
What does this look like?
When people are in conflict, they use inflammatory language such as profanity, name-calling, and exaggerations that escalate the conflict. Restate inflammatory language in a more objective way to help make the information less emotionally laden and more useful for future discussions.
500
Ask questions.
What does this look like?
Asking relevant questions can show that you’ve been listening and help clarify what has been said. If you’re not sure if you’ve understood correctly, wait until the speaker pauses and then say something like “Did you mean that x…” Or “I’m not sure if I understood what you were saying about…” You should also use open questions where you can, like “How did that make you feel?” “What did you do next?”
500
"I noticed an error; let's work together to correct it."
Assertive