 |
1 | |
The core value leading to best practices that urges us to put aside vengeance, retribution, and reactivity is _____________. |
| | A) | kindness |
| | B) | respect |
| | C) | forbearance |
| | D) | avoid objectifying |
|
|
2 | |
In Combs’ four-stage cycle of conflict, stage _____ is where some change or adaptation has to happen since most people cannot stand staying at an intolerable level of conflict. |
| | A) | one |
| | B) | two |
| | C) | three |
| | D) | four |
|
|
3 | |
In preventing destructive avoidance, the setting of ground rules and allowing time for others to prepare for discussion is labeled: |
| | A) | putting them at ease |
| | B) | providing safety |
| | C) | changing the mode of communication |
| | D) | framing the conversation as relationship-building |
|
|
4 | |
The following are suggestions to help you work with your own avoidance, except for: |
| | A) | safety comes first |
| | B) | stay with the process when you feel afraid; don’t give in to your avoidant urges |
| | C) | initiate conversation rather than waiting |
| | D) | ask for help if you are stuck |
|
|
5 | |
The following are suggestions for de-escalating spirals, except for: |
| | A) | set and keep ground rules for interaction |
| | B) | expand the issues instead of limiting them |
| | C) | look for ways to reframe the other’s behavior in positive ways |
| | D) | meta-communicate about the spiral |
|
|
6 | |
When you are the one escalating a conflict, do the following, except for: |
| | A) | recognize your escalation for what it is |
| | B) | learn that anger is not a reason to escalate |
| | C) | remember that fear fuels anger, so keep your fear suppressed |
| | D) | prevent future escalation by mending relationships and apologizing |
|
|
7 | |
In the expanded problem-solving model, the first step or sequence is: |
| | A) | clarify everyone’s perceptions of the problems and stressors |
| | B) | determine the causes and stressors |
| | C) | set ground rules for the process |
| | D) | identify the problem (not the problem person) |
|
|
8 | |
To prevent conflict, you are likely to achieve the best results by doing which of the following? |
| | A) | changing yourself |
| | B) | changing the situation |
| | C) | changing the other person |
| | D) | changing the conflict venue to a neutral location |
|
|
9 | |
Effective skills for dispute resolution one-on-one include all of the following, except for: |
| | A) | initiate a conversation as opposed to avoiding it |
| | B) | use a calm, cooperative communication style and an informal tone while listening |
| | C) | treat the other party fairly and with respect |
| | D) | keep the conversation open to all those around the conflicting parties |
|
|
10 | |
An effective post-conflict communication protocol might include the following, except for: |
| | A) | talk out tough topics openly with others present |
| | B) | be direct and specific, leaving no room for doubt |
| | C) | assume the best, not the worst |
| | D) | thank the person for the talk |
|