Conflict Resolution
These are common causes of workplace conflicts.
What are poor communication, competition, personality differences, resistance to change, and work style differences?
This is an automatic auditory function.
What is hearing?
This is the definition of "bias".
What is prejudice in favor or against one thing, person, or group compared with another, usually in a way considered to be unfair?
This is the definition of customer service.
What is the ability of an employee to take care of customers’ needs and make sure they are satisfied with the service or product?
This is the definition of teamwork.
What is when a group of people work together to accomplish a common goal?
Big-picture thinking helps employees to understand this.
What is how organizations function within the larger context?
This is the first thing you should do to prepare for an interview.
What is research the company and the person who will be interviewing you?
This is why it is important to focus on the issue and not the person during a conflict.
What is because it prevents personal attacks, allows for a more productive discussion about the problem at hand, and increases the chances of finding a solution that addresses the core issue, rather than getting bogged down in blame and resentment towards individuals involved?
This skill requires thought and effort.
What is listening?
This term refers to bias based on appearance.
What is "lookism"?
This at the heart of every successful business.
What is good customer service?
Organizations and businesses are more successful when they operate as this.
What is one big team?
This statement is a company or organization's purpose or reason for being.
What is their mission statement?
This is how you should dress for an interview.
What is professionally?
Workers should avoid using these when trying to resolve conflicts.
What are broad generalizations, accusations, insults, or threats?
The "E" in L.E.A.R.N. represents this.
What is eye contact?
This is the act of noticing something about another person, thing, or event.
What is making an observation?
Employees who demonstrate this are perceived to be more reliable and are more respected by colleagues and superiors
What is professionalism?
This is a skill that employers look for in prospective employees.
What is teamwork? or the ability to work as part of a team?
This statement is aspirational and describes what a company or organization is trying to become.
What is their vision statement?
This is something you should never do during an interview.
What is bad-mouth former employers?
Workers should try to do this after resolving a conflict.
What is move forward without holding grudges?
When listening, you should remind yourself NOT to do this.
What is interrupt?
This is forming an opinion or conclusion about something based on what you observe, often including personal values and biases
What is making a judgment?
These are the four key characteristics of customer service.
What are politeness and friendliness, promptness, listening, and professionalism?
An employee who is consistently good at something, so other people can trust in them is demonstrating this.
What is reliability?
These are principles and ideals that form the foundation for decision-making within the company or organization.
What are corporate values?
What is one way to leave a good impression at the end of an interview?
What is smile and shake the hand of the interviewer?
This is one way to effectively handle competition in the workplace.
What is focusing on continuous improvement and developing your unique skills, rather than directly competing with colleagues?
This is important because we are working to understand the message of the speaker.
What is active listening?
This is an example of how bias can affect workplace interactions.
[student answers will vary]
This is one thing employees can do to ensure customer satisfaction.
What is actively listen to customers, understand their needs and expectations, consistently deliver high-quality service, promptly address concerns, provide personalized experiences, follow up with customers after interactions, be knowledgeable about products and services, maintain a positive attitude, and proactively offer assistance when needed?
These are the elements of teamwork.
What are cooperation, communication, being reliable and honest, ability to participate and contribute, a willingness to listen, and being positive and motivating?
This is important because a positive workplace is essential for the success of any company or organization.
What is company culture?
What are: Agriculture, Food & Natural Resources; Architecture & Construction; Arts, Audio/Video Technology & Communications; Business, Management & Administration; Education & Training; Finance; Government & Public Administration; Health Science; Hospitality & Tourism; Human Services; Information Technology; Law, Public Safety, Corrections & Security; Manufacturing; Marketing, Sales & Service; Science, Technology, Engineering & Mathematics; and Transportation, Distribution & Logistics?