Conflict Resolution & Management - Test

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* 1. Please enter your full name

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* 2. Please enter your employee ID

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* 3. One of the best ways of resolving conflict is to stay cool.

True

False

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* 4. Conflict resolution includes all of the following EXCEPT

Nonviolently reaching a solution

Involvement and engagement of each party

Continued aggression between parties

Negotiation and diplomacy between parties

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* 5. Conflict stems from different ideas, definitions, perceptions, or goals

True

False

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* 6. Which of these would be a good way to de-escalate a potential conflict situation? (Select all that apply)

Showing empathy

Listening actively

Adopting positive body language

Using humor or sarcasm

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* 7. Which of these would be the best way to communicate in a conflict situation?

Adopt passive behavior as this will calm other people down

Speak clearly and in a controlled way and only state the facts

Shout as load as required to ensure that everyone can hear you

Stare at anyone who disagrees with you to assert your authority

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* 8. Which of the below is not true about conflict resolution

Openness resolves conflict

Conflict forces a search for alternative

Focus should be on past events

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* 9. Which of these may not be a source of conflict in the workplace?

Expectations

Values

Habits

None of the above

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* 10. Which of these attributes make the workplace a fertile ground for growing conflict?

Individual way of interpreting things

Individual expectations

Individual assumptions

All of the above

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* 11. What is the most effective way to deal with people who are being difficult during the conflict resolution process?

Don’t be judgmental

Give feedback

Focus on the situation

All of the above

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* 12. What indicates that your conflict resolution process might be in trouble?

They become unresponsive to suggestions and solutions

The other person turns off completely and stops responding

They become defensive and won’t accept responsibility

All of the above