About SmartExpert

Levels Tought:
Elementary,Middle School,High School,College,University,PHD

Expertise:

Accounting,Business & Finance See all

Accounting,Business & Finance,Economics,English,HR Management,Math Hide all

Teaching Since:	Apr 2017
Last Sign in:	4 Weeks Ago, 5 Days Ago
Questions Answered:	7559
Tutorials Posted:	7341

Education

BS,MBA, PHD
Adelphi University/Devry
Apr-2000 - Mar-2005

Experience

HOD ,Professor
Adelphi University
Sep-2007 - Apr-2017

Category > Business & Finance Posted 11 Aug 2020 My Price 25.00

OL-ELE Organizational Leadership Elective The Essentials of Managing Conflict Milestone 1

OL-ELE Organizational Leadership Elective The Essentials of Managing Conflict Milestone 1

Which of the following is a characteristic of the incident stage of conflict?

One party often minimizes events or actions made by other parties.

The parties begin to recruit allies in the conflict.

One or more of the parties has a vague sense of unease or that something is wrong.

The parties are unable to communicate effectively.

Which of the following would best fit with a competing conflict style?

“Let’s see how we can fix this.”

“Give the customer what he or she wants.”

“Let’s make a deal.”

“It’s my way or the highway.”

Select the true statement about the Thomas-Kilmann Conflict Styles Inventory.

It is the best known means of describing people's conflict styles.

It is the only means of describing people's conflict styles.

It is able to account for different cultural worldviews.

It identifies one of seven preferred conflict styles based on an individual's responses.

The compromising style is considered __________.

highly assertive but not very cooperative

moderately cooperative and moderately assertive

highly assertive and highly cooperative

highly cooperative but not very assertive

Conciliation and shuttle diplomacy are processes in which the conflict resolver __________.

makes a decision for the disputing parties

facilitates discussion to improve the communication between disputing parties

evaluates the case and issues an opinion to the parties in dispute

meets privately with each party in an attempt to resolve their differences

When is conflict the easiest to resolve?

During the discomfort stage

During the tension stage

During the incident stage

During the crisis stage

George and Jeff were in the middle of a heated argument when their supervisor, Dan, interrupted them.

"Whoa there! Let's take a step back and see if we can figure this out without yelling at each other in the middle of the office. What's going on here?"

"Jeff is dragging his feet on his reports, and I've had to stay late every day this week in order to submit my daily report. I'm tired of missing dinner with my family because he can't do his job!" replied George.

"That's not fair!" exclaimed Jeff. "I do my best to get them done as fast as I can, but policy says they have to be signed off by every supervisor who was working that day. When we have a major project going on, like we do this week, it can take a while to track everyone down to get their signature before I can pass them on to George."

"Jeff is right, George," replied Dan. "Corporate says those reports need to be signed before you can submit them at the end of your shift."

Based on this conversation, which type of conflict is likely occurring?

Structural conflict

Interest-based conflict

Relationship-based conflict

Values-based conflict

Which of the following is considered the most intense stage of conflict?

Misunderstanding

Tension

Incident

Crisis

When 14-year-old Daniel started frequently skipping school, the school informed his parents. But when police caught Daniel shoplifting and vandalizing cars, the owners insisted on pressing charges, and Daniel entered the juvenile justice system. Rather than having him face charges in court, however, the judge and case worker assigned to Daniel's case agreed that he should enter a restorative justice program.

Which of the following is NOT a goal of restorative justice that the judge and case worker might have felt was valuable in Daniel's case?

Engaging family and community members in resolving juvenile offenses

Addressing the needs of victims

Having fewer people involved in the decision-making process

Improving or restoring community relationships

According to the Thomas-Kilmann Conflict Styles Instrument, which of the following is NOT a conflict style?

Competing

Avoiding

Accommodating

Bartering

David came home from work one day to find his wife waiting for him in the living room.

"Honey, we need to talk. I've been going over our finances, and I think it's time we sell this house and downgrade to a condo. There are a lot of nice condos going up downtown, and I think it would be a good lifestyle change for us."

Which of the following is a response David might make if his preferred conflict style is avoiding?

"I love this house and would never consider selling it."

"Can we talk about this later? I'm really tired right now."

"I understand why you would think a condo is a good idea. Let's go talk to a realtor tomorrow."

"You know I hate condos. Let's look for a bungalow-style house instead -- I've always wanted to live in one."

Communication at the tension stage of conflict is often __________.

in writing only

fairly easy

in-depth and meaningful

difficult or impossible

__________ is a style of mediation with the objective of changing parties’ relationships to each other rather than generating a specific agreement.

Evaluative mediation

Mediation-arbitration

Transformative mediation

Facilitative mediation

Which of the following scenarios is an example of pre-conflict?

Jessica and Barry start working on the same team doing the same tasks, and Jessica notices that Barry often comes into work late.

Jessica and Barry come to a resolution that Barry will try harder to get to work on time, and Jessica will speak up earlier if she starts to feel overwhelmed at work.

Jessica confronts Barry about the effect his tardiness has on her workload, and they get into a heated argument, which requires a manager's intervention.

Barry's consistent tardiness begins to add extra work to Jessica's load, and she begins to feel irritated at Barry on a daily basis.

Conflicts often move from one stage to another in a process called __________.

pre-conflict/post-conflict

intensifying/de-intensifying

resolution

escalation/de-escalation

The __________ stage of conflict is when parties begin to adopt negative views of each other.

incident

tension

crisis

misunderstanding

Select the FALSE statement about arbitration.

The decision of an arbitration is determined by a neutral third party.

A decision can be reached by a single arbiter or an arbitration tribunal.

The decision reached in arbitration must be reviewed by the parties' lawyers before it is approved.

The decision reached during arbitration is called an award.

Which of the following describes a requirement of collaborative law/divorce mediation?

A judge must approve divorce mediation for parties.

All proceedings in collaborative law are matters of public record.

Parties and lawyers sign a participation agreement.

Lawyers attempt to mediate their case without their clients present.

Which of the following would best fit with an accommodating conflict style?

“Can we make a deal here? Maybe split things down the middle?”

“There has to be a way we can figure this out so we’re both happy.”

“Can we just try to get along and deal with this situation another time?”

"What you want is more important to you than what I want is to me.”

Shante and her husband, Mark, argued over whether to purchase a new car or take a vacation. Mark pushed for a cruise vacation, because he's had no more than two days in a row off work for over a year. Shante pushed for a new car, because it would be three times faster than riding the bus.

Shante decided she wanted to use a collaborating approach to resolve the conflict.

Which of the following would best fit with a collaborating conflict style?

“Mark, you never take my needs seriously! Do you think it's fun riding the bus for an hour to and from work?”

“Okay, Mark, you win. I'll keep riding the bus for the next year so we can have a two-week trip.”

"Maybe instead of going somewhere for a vacation, we could take a drive or stay at home and relax.”

“Mark, neither of us will be happy if one of us is upset. Can we find a way for you to get a break and me to have an easier commute?”

Ruth, a mediator, begins to plan for a mediation session with John and Heidi, who are seeking a divorce. They have a large amount of assets to untangle, so Ruth invites their accountant to attend the session too, so that he can review the couple's finances in detail.

Ruth thinks that the accountant should be present for this portion of the mediation, so that John and Heidi have the same interpretation of their financial information.

By inviting the accountant to the session, Ruth is trying to avoid __________ conflict.

interest-based

values-based

data-based

structural

Select the scenario that represents the incident stage of a conflict.

Moses and his son haven't spoken in years, ever since his son decided to join the army.

Hailey has been feeling anxious about whether or not her new stepson will get along with her other children.

Marta has been traveling a lot for work, and her husband tells her that he's feeling neglected.

Casey's boyfriend wants her to meet his parents, and Casey is feeling a little nervous about the idea.

College roommates Sonya and Adele argued about the use of their room. Adele preferred to study in the room at night, but Sonya liked to have friends over frequently.

Sonya decided she wanted to use a collaborating approach to resolve the conflict.

Which of the following would best fit with the collaborating conflict style?

Sonya proposed that they do nothing for now, try to get along, and revisit the issue after spring break.

Sonya proposed that she would not have friends over until after 10 pm, and Adele could study in peace before that.

Sonya proposed that she could meet friends at the bar across the street instead.

Sonya proposed that Adele could find a new place to study.

Select the true statement about collaborative law as a conflict resolution process.

Collaborative law is used to settle financial and/or custody issues between separating couples.

In collaborative law, any agreement needs to be evaluated and approved by the mediator.

Collaborative law allows the court to decide on a solution for divorcing couples.

A participation agreement is the last step in the collaborative law process.

Molly, a company mediator, had agreed to help Martin and Samir. The two men had been in constant disagreement ever since they became co-managers of the marketing department two months ago, and this disagreement was starting to impact all parts of the department. During a mediation session, Molly asked both men to describe their most recent conflict.

"Well, a lot of our issues have been around this new deal we're trying to close with a company in Japan," started Martin. "Our proposal is due next week, and Samir won't let me get it done. By not letting me do things my way and continually adding his two cents, he's stalling the progress. At this rate, with our bickering back and forth, we'll never land this deal that we absolutely need!"

Samir looked uncomfortable after Martin's outburst. "Okay... fine. Let's do it your way," he said.

"Fine by me!" said Martin.

Samir's statement reflects a conflict resolution style called __________, while Martin's statements reflect a conflict resolution style called __________.

collaborating, avoiding

compromising, avoiding

avoiding, competing

accommodating, competing

CONCEPT

Overview of the 5 Conflict Styles

In what way is shuttle diplomacy similar to conciliation?

The conflict resolver facilitates discussion to improve communication between disputing parties.

The conflict resolver evaluates the case and issues an opinion to the parties in dispute.

The conflict resolver makes a decision for the disputing parties.

The conflict resolver meets privately with each party in an attempt to resolve their differences.

CONCEPT

Shuttle Diplomacy as a Conflict Resolution Process

Select the true statement about arbitration as a conflict resolution technique.

The decision reached during arbitration is called an "award" and is legally binding and enforceable by law.

Arbitration is slower and more expensive than court.

The arbitrator must be a legal professional or expert on the topic of the disagreement in order to be able to arbitrate the conflict.

Arbitration is unique because it always involves a decision made by a group of arbitrators instead of a single person.

CONCEPT

Arbitration as a Conflict Resolution Process

"Well," Samir started cautiously, "I grew up in Arizona, and I know that the Hispanic American community there sometimes does things differently from the way we do things here in New York. Martin wants to try to close the deal quickly, but I don't think that will work. We need to focus on building relationships. I'm afraid Martin's way of operating might cause some conflict with the client."

"But Samir's approach will take too long! Do you want to be successful or not?" Martin said.

By taking into account differences in the Hispanic American community's cultural orientation, Samir is considering their __________ when determining the proposal approach.

subculture

preferred conflict style

intercultural inventory

cross-culture

CONCEPT

Intercultural Conflict Styles and Inventory

Which of the following is an example of the pre-conflict stage of conflict?

Your friend wants to go out for Chinese food, but you really want sushi. You begin to argue over who is going to get their way.

You are trying to park in a busy parking lot. When you see an empty space, you head toward it. When you get there, you see that another car has pulled in just before you and taken the spot. You feel quite irritated.

You desperately want to adopt a child, but when you speak with a social worker, you're sad to learn that you don't meet the income requirements set by the adoption agency.

Your roommate decides to get a cat. You've never had a cat before so you're not sure if you're going to like having one in the apartment, but you tell your roommate it's okay to go ahead.

CONCEPT

Pre-Conflict

Which statement is most characteristic of the avoiding conflict style?

"What can I do to make you happy?"

"I don't think we should talk about it right now."

"If we put our heads together, maybe we can meet everyone's needs."

"I really think we should try things my way."

CONCEPT

Conflict Styles: Avoiding

Irene received a promotion at work, while Dan did not. Dan felt strongly that he deserved the promotion over Irene, and he blamed her for his being overlooked. A colleague overheard Dan speaking about it at work.

"Irene doesn't know it yet, but I've started a rumor that she's trying to get the boss fired so that she can take his job. Once the boss hears about that, she'll definitely be in trouble. I don't feel bad about it, because I never liked her from the beginning. At first, there wasn't a good reason; I just thought she was hard to work with. But over time I realized that she was always trying to make me look bad. You know what I'm talking about, right? Don't you agree that she's hard to work with? Anyway, this should all be over soon."

Which of Dan's statements describes the crisis stage of his conflict with Irene?

"I don't feel bad about it, because I never liked her from the beginning."

"You know what I'm talking about, right? Don't you agree that she's hard to work with?"

"At first, there wasn't a good reason; I just thought she was hard to work with."

"Irene doesn't know it yet, but I've started a rumor that she's trying to get the boss fired so that she can take his job."

CONCEPT

The Crisis Stage of Conflict

Two nations are interested in negotiating a reduction in their nuclear arms, and they need a resolution process that will focus on tangible outcomes.

Which conflict resolution process is the best for this particular conflict?

Restorative justice

Collaborative law

Shuttle diplomacy

Conciliation

CONCEPT

Choosing the Right Resolution Process

A property line conflict between neighbors Prakhash and Elliott escalated as the years went on. The police were called frequently to deal with loud arguments and acts of vandalism between the two until Officer Graves referred them to a community mediation center. In the two weeks since the mediation, the number of calls to police had dropped. Officer Graves contacted Martin, the mediator, and asked if she should consider the conflict resolved.

Martin replied that the parties had agreed to meet again for another mediation session, but that the matter of the property line remained a point of tension.

Which of the following best describes the status of the conflict now?

Resolution is complete, but the conflict is still in the crisis stage.

The conflict re-escalated and has not yet reached the post-conflict stage.

The conflict de-escalated, resolution is complete, and the conflict has reached the post-conflict stage.

The conflict de-escalated, but it has not yet reached the post-conflict stage because resolution is incomplete.

CONCEPT

Resolution and Post-Conflict

Cheryl and Jenna are both waitresses at a local restaurant. Cheryl talks to her manager about an issue she's having with Jenna.

"I've worked at the restaurant for fifteen years, so I'm kind of set in my ways, you know? When Jenna was hired, the way she treated the customers made me a little uncomfortable, but I couldn't put my finger on why. Then one day, she yelled at a group for taking too long to order, and I realized she was always rude to everyone she interacted with, including me. I told her she was out of line, and she started shouting at me. Now we can barely stand to work together."

Which of Cheryl's statements describes the discomfort stage of a conflict?

"I've worked at the restaurant for fifteen years, so I'm kind of set in my ways, you know?"

"Then one day, she yelled at a group for taking too long to order, and I realized she was always rude to everyone she interacted with, including me."

"Now we can barely stand to work together."

"When Jenna was hired, the way she treated the customers made me a little uncomfortable, but I couldn't put my finger on why."

CONCEPT

The Discomfort Stage of Conflict

Mark and Jennifer, two conflict resolution mediators, met for coffee on Friday morning to make some plans for the weekend.

"What can I get you?" asked Mark, when he spotted Jennifer sitting at a table.

"The biggest size coffee they sell," Jennifer responded with a sigh. "This week has been crazy. Do you remember that mediation I was telling you about? The one that started last week?"

"Sure," said Mark. "I remember that you told the couple that your role was to help them learn to communicate better. They seemed skeptical that they were going to be able to come to agreement."

The form of mediation that Mark described is called __________.

mediation-arbitration

evaluative mediation

transformative mediation

facilitative mediation

CONCEPT

Mediation as a Conflict Resolution Process

Tabitha has recently become more concerned about environmental issues, and she has asked her husband to stop buying products packaged in plastic. He thinks her request is silly and will make life too difficult. Whenever he comes home from the store with items in plastic packaging, Tabitha gets angry and feels like her husband is dismissing her needs.

Tabitha calls her friend to complain. "This issue is bigger than just helping the environment. I thought he loved me, but now I'm not sure. We don't even speak these days, so I think it might be time for marriage counseling."

Tabitha and her husband's conflict has escalated to the tension stage because __________.

Tabitha realizes that her husband is not meeting her needs.

Tabitha is enlisting outside help to assist them with talking to one another.

Tabitha and her husband are actively hurting one another.

Tabitha is feeling uncomfortable in her relationship with her husband.

CONCEPT

The Tension Stage of Conflict

Jaime feels as though her coworker, Hillary, is a being a little quieter than usual. Since this is unusual behavior, Jaime suspects that it has to do with her criticism of Hillary in a recent meeting. Jaime starts to feel a little annoyed that Hillary is upset over such a small thing.

What is the best approach for addressing their conflict at this stage of misunderstanding?

Jaime says to her boss, "I think Hillary has a difficult time accepting criticism."

Jaime does nothing and waits for the conflict to go away.

Jaime says to Hillary, "I feel as though you've been distancing yourself from me since that last meeting. Did what I said upset you?"

Jaime says to Hillary, "Why are you making such a big deal out of a little thing?"

CONCEPT

The Misunderstanding Stage of Conflict

Shante and her husband, Mark, are having an argument over whether to purchase a new car or take a vacation. Mark is strongly pushing for a vacation because he has had no more than two days in a row off from work for over a year. Shante is strongly pushing for a new car because she currently rides the bus to work and it takes her three times longer than driving to work would.

After some discussion, Mark decides to use a competing conflict style in this situation.

Which statement would most fit with the competing conflict style?

“If I don't get some time away, I'm going to go crazy. You've ridden the bus for years. Why is it such a problem now?”

“What if we borrowed some money so you could get a car and we could go on the vacation?”

“You know what? I can hack it a bit longer at work. You work as hard as I do PLUS you have the bus ride. Let's get the car and give you a break.”

“Shante, I'm tired of arguing. Let's just deal with this later.”

CONCEPT

Conflict Styles: Competing

In which of the following scenarios would conciliation as a conflict resolution process be preferred?

Jack is in a dispute with his tenant. He needs the dispute resolved quickly, so he is willing to negotiate.

Hugh and his wife have commenced their divorce proceedings, and they need a conflict resolution process that will help them to talk directly to one another regarding their needs going forward.

Ira is having a major disagreement with his father, and he wants a dispute resolution process headed by a neutral third-party who will not make suggestions or offer opinions on a potential agreement.

Yolanda is looking for a dispute resolution process that will allow her to avoid the court system, but that will empower a third party to make a binding decision.

CONCEPT

Conciliation as a Conflict Resolution Process

Kendra and her friend, Marcus, were trying to decide where to go for lunch. "I really want a burger," said Kendra.

"Well, I've been craving some tacos all day!" said Marcus.

Kendra was disappointed, because she really didn't like tacos and it seemed like they were always doing what Marcus wanted to do. Despite this, she said, "Okay, we can get tacos if that is what you want."

Kendra's conflict style in this situation would be called accommodating for which of the following reasons?

Kendra is still having her needs met by getting to spend time with Marcus.

Kendra's response to the conflict is low in both assertiveness and cooperativeness.

Kendra's response to the conflict is high in cooperativeness and low in assertiveness.

Kendra can get a burger anytime she is not with Marcus.

CONCEPT

Conflict Styles: Accommodating

After 15-year-old Justin's parents got divorced, he began getting into fights at school and staying out past curfew. His behavior escalated, and after Justin got caught selling cocaine, the police arrested him. Justin was charged with multiple drug offenses. A judge sent his case to the new Restorative Justice Community Court that had been created by his county for non-violent offenders.

Which of the following is a benefit of restorative justice, which the judge might have felt was valuable in Justin's case?

It cares more about financial restitution than it does about accountability.

It reduces the likelihood of re-offense.

It aims to reduce the number of individuals involved in the resolution process.

It carries stiff penalties for first-time offenders in order to deter future crimes.

CONCEPT

Restorative Justice as a Conflict Resolution Process

Tom and his wife, Rebecca, are having a discussion about whether Tom can play poker with his brother and some friends Thursday night, or if he must watch the kids while Rebecca attends classes to receive her nursing certificate.

Read the dialogue below and select the part of their argument that represents the compromising conflict style.

Tom: "I'm going to be late for work. Can we talk about this some other time?"

Rebecca: "No, we need to settle this now. The babysitter canceled and my class is tonight. If I miss it, it will be really hard for me to make up the material."

Tom: "Don't worry about it; I'll skip poker and stay home so you can go to your class."

Rebecca: "What if I leave class a little bit early? That way you can hang out with your brother and your friends, even if you're late to the game.

Tom: "No, just go. I've got this."

"What if I leave class a little bit early? That way you can hang out with your brother and your friends, even if you're late to the game."

"Don't worry about it; I'll skip poker and stay home so you can go to your class."

"I'm going to be late for work. Can we talk about this some other time?"

"No, we need to settle this now. The babysitter canceled and my class is tonight."

Select the true statement about arbitration as a conflict resolution technique.

An arbitration award is only binding if both parties to the dispute agree to the decision.

Arbitration is often preferred to litigating a dispute in court because it preserves confidentiality.

An arbitration tribunal selects the arbitrator that will be used to decide the outcome of a dispute.

Businesses often seek alternative conflict resolution processes to arbitration because their disputes can be quite technical and difficult for arbitrators to understand.

CONCEPT

Arbitration as a Conflict Resolution Process

What is the best approach for addressing their conflict at this stage of misunderstanding?

Jaime says to Hillary, "I feel as though you've been distancing yourself from me since that last meeting. Did what I said upset you?"

Jaime says to her boss, "I think Hillary has a difficult time accepting criticism."

Jaime does nothing and waits for the conflict to go away.

Jaime says to Hillary, "Why are you making such a big deal out of a little thing?"

CONCEPT

The Misunderstanding Stage of Conflict

"Well," Samir started cautiously, "I did part of my business degree in Japan. I know that its business practices are different from the way we do things here. Martin wants to take a hardball approach, but I don't think that will work. I'm afraid his way of operating might cause some conflict with the client."

"But Samir's approach is too soft, and nobody will take us seriously! Do you want to be successful or not? We need to be authoritative in our approach," Martin said.

By taking into account the fact that cultural differences may influence behavior, perception, or interpretation, Samir was thinking __________ when determining the proposal approach.

cross-culturally

intraculturally

subculturally

interculturally

CONCEPT

Intercultural Conflict Styles and Inventory

Which of the following is a benefit of restorative justice, which the judge might have felt was valuable in Justin's case?

It reduces the likelihood of re-offense.

It carries stiff penalties for first-time offenders in order to deter future crimes.

It cares more about financial restitution than it does about accountability.

It aims to reduce the number of individuals involved in the resolution process.

CONCEPT

Restorative Justice as a Conflict Resolution Process

Mark and Jennifer, two conflict resolution mediators, met for coffee on Friday morning to make some plans for the weekend.

"What can I get you?" asked Mark, when he spotted Jennifer sitting at a table.

"The biggest size coffee they sell," Jennifer responded with a sigh. "This week has been crazy. Do you remember that mediation I was telling you about? The one that started last week?"

"Sure," said Mark. "I remember that you told the couple that your role was to help them learn to communicate better. They seemed skeptical that they were going to be able to come to agreement."

The form of mediation that Mark described is called __________.

facilitative mediation

transformative mediation

evaluative mediation

mediation-arbitration

CONCEPT

Mediation as a Conflict Resolution Process

Martha is a nurse, and she wants to take on more night shifts in order to increase her salary and to position herself better for a leadership role. This change would be hard on her spouse, Ryan, who would need to take on more responsibility for the care of their children during the daytime while Martha sleeps.

After a few arguments about Martha's proposal, Ryan decided he wanted to use a collaborating approach to resolve the conflict.

Which of the following would best fit with the collaborating conflict style?

"I don't really want to talk about it until summer vacation is over. Once the kids are back in school, we can figure out whether this change can work."

"This plan is not workable. In fact, I really think we'd all be better off if you would start working part-time instead of full-time."

"I think we can find a way to make this work. I can take on more responsibility for getting the kids to school in the morning while you sleep, but you may have to help out more with picking them up from their after-school activities."

"Fine, Martha, I will figure out a way to arrange my work schedule so that I can be responsible for getting the kids to school in the morning. But I still don't feel like you fully understand how disruptive this is going to be for us all."

CONCEPT

Conflict Styles: Collaborating

Before Tom got married and had children, he played poker with his brother, Derek, and some friends every Thursday night. Now Tom only rarely attends a game.

Derek asks if Tom's wife won't let him play, but Tom replies, "No, she'd be fine if I went. But she has a class on Thursday nights to get her nursing certificate, and someone has to watch the kids. I decided I should miss the games so she can get her certificate."

Tom's conflict style in this situation would be called accommodating for which of the following reasons?

Tom and his wife are both meeting their goals.

Tom is trying to hint to Derek that he does not like poker without telling him outright.

Tom can play poker again when his wife's class is finished.

Tom preferred to meet his wife's needs rather than his own.

CONCEPT

Conflict Styles: Accommodating

Which statement is most characteristic of the avoiding conflict style?

"If we put our heads together, maybe we can meet everyone's needs."

"I really think we should try things my way."

"What can I do to make you happy?"

"I don't think we should talk about it right now."

CONCEPT

Conflict Styles: Avoiding

Tilda and Beth hold different opinions about what the neighborhood association should do about home owners who have been displaying political signs. Tilda thinks that political expression in the neighborhood should be encouraged, whereas Beth thinks that the signs are unsightly. When Tilda and Beth ran into each other on the sidewalk two days ago, they weren't even able to greet each other.

When she got home, Tilda complained to her roommate. "I thought Beth and I saw everything the same way. I didn't realize she was so close-minded."

Tilda and Beth's conflict has escalated to the tension stage because __________.

Tilda and Beth no longer know how to relate to one another in a positive way.

Tilda and Beth realize that they have to work harder to communicate effectively.

Tilda and Beth are intentionally attacking one another.

Tilda and Beth now realize that the other person is impeding their needs.

CONCEPT

The Tension Stage of Conflict

Two nations are interested in negotiating a reduction in their nuclear arms, and they need a resolution process that will focus on tangible outcomes.

Which conflict resolution process is the best for this particular conflict?

Shuttle diplomacy

Conciliation

Restorative justice

Collaborative law

CONCEPT

Choosing the Right Resolution Process

Select the true statement about collaborative law as a conflict resolution process.

A judge must approve divorce mediation for the parties.

All proceedings in collaborative law are matters of public record.

Parties must sign a participation agreement.

Lawyers attempt to mediate their case without their clients present.

CONCEPT

Collaborative Law as a Conflict Resolution Process

After some discussion, Mark decides to use a competing conflict style in this situation.

Which statement would most fit with the competing conflict style?

“You know what? I can hack it a bit longer at work. You work as hard as I do PLUS you have the bus ride. Let's get the car and give you a break.”

“If I don't get some time away, I'm going to go crazy. You've ridden the bus for years. Why is it such a problem now?”

“What if we borrowed some money so you could get a car and we could go on the vacation?”

“Shante, I'm tired of arguing. Let's just deal with this later.”

CONCEPT

Conflict Styles: Competing

In which of the following scenarios would conciliation as a conflict resolution process be preferred?

Martha is having a dispute with her neighbor. She's interested in resolving the dispute in a reasonably friendly manner, but she wants to discuss her needs in private.

Ted and his husband, Daniel, need a conflict resolution process that will create a safe space for them to communicate their needs to one another.

Raul and Martina are hoping to find a resolution to their dispute that fulfills both of their needs.

Tristram and his neighbor are having a dispute over noise levels. They want a conflict resolution process that will help change their relationship, regardless of whether or not an agreement is reached.

CONCEPT

Conciliation as a Conflict Resolution Process

In what way is conciliation different from shuttle diplomacy?

It allows the conflict resolver to offer opinions and suggestions if asked by either party.

It allows the conflict resolver to decide the outcome after reviewing the evidence.

It meets each party's needs through a collaborative effort.

It considers non-tangible issues such as communication and emotions.

CONCEPT

Shuttle Diplomacy as a Conflict Resolution Process

Select the scenario that represents the incident stage of a conflict.

Marta has been traveling a lot for work, and her husband tells her that he's feeling neglected.

Moses and his son haven't spoken in years, ever since his son decided to join the army.

Hailey has been feeling anxious about whether or not her new stepson will get along with her other children.

Casey's boyfriend wants her to meet his parents, and Casey is feeling a little nervous about the idea.

CONCEPT

The Incident Stage of Conflict

Cassie came home from work one day to find her husband, David, waiting for her in the living room.

"Honey, we need to talk," he said. "I've been going over our finances, and I think it's time we sell this house and downsize to a condo. There are a lot of nice condos going up downtown, and I think it would be a good lifestyle change for us."

Read the dialogue below and select the part of their argument that represents the compromising conflict style.

Cassie: "I don't want to live in a condo. I love gardening, and if we moved to a condo I wouldn't have any outdoor space where I could plant flowers."

David: "I know, but it would make me so happy to be able to retire a little sooner, which I can do if our cost of living decreases."

Cassie: "I'm happy here, David. I'm not interested in moving."

David: "Okay. What if we just go look at a couple of places for now? We can check out the buildings that have community gardens."

Cassie: "Fine."

"Okay. What if we just go look at a couple of places for now? We can check out the buildings that have community gardens."

"I love gardening, and if we moved to a condo I wouldn't have any outdoor space where I could plant flowers."

"I know, but it would make me so happy to be able to retire a little sooner, which I can do if our cost of living decreases."

"I'm happy here, David. I'm not interested in moving."

CONCEPT

Conflict Styles: Compromising

Which of the following is an example of the pre-conflict stage of conflict?

You know that you want to have several children. However, you have not yet had a conversation with your fiance about how many children she wants, if any.

You and your friend make plans to go to a basketball game on Friday night. You're very irritated when your friend cancels at the last minute.

Your new boss is much more traditional than your old boss, who used to let you work from home two days a week. Your commute to the office, which you have to do five days a week now, is making you tired and stressed out.

You work at a hospital overnight and your spouse works in an office all day. As a result, you rarely see one another, and you know this is putting a strain on your relationship.

CONCEPT

Pre-Conflict

Which of Dan's statements describes the crisis stage of his conflict with Irene?

"Irene doesn't know it yet, but I've started a rumor that she's trying to get the boss fired so that she can take his job."

"At first, there wasn't a good reason; I just thought she was hard to work with."

"You know what I'm talking about, right? Don't you agree that she's hard to work with?"

"I don't feel bad about it, because I never liked her from the beginning."

CONCEPT

The Crisis Stage of Conflict

Ava and Marcus want to build a new, energy-efficient home in their neighborhood using recently developed, environmentally-conscious construction materials. However, their homeowner's association has strict rules about what sort of materials can be used in new construction, and their plans do not meet the requirements.

Ava and Marcus try to argue their position, but they find themselves increasingly frustrated by their inability to get approval for their construction plans.

Ava and Marcus are experiencing __________ conflict.

data-based

structural

interest-based

relationship-based

CONCEPT

What is Conflict?

Samir looked uncomfortable after Martin's outburst. "Okay... fine. Let's do it your way," he said.

"Fine by me!" said Martin.

Samir's statement reflects a conflict resolution style called __________, while Martin's statements reflect a conflict resolution style called __________.

avoiding, competing

collaborating, avoiding

accommodating, competing

compromising, avoiding

CONCEPT

Overview of the 5 Conflict Styles

Your neighborhood school has always been highly regarded. In the last few years, though, there have been some changes. Several experienced teachers have left, and the student population has boomed. Parents are growing concerned that the classrooms are too full and the inexperienced teachers don't have the tools to manage the classrooms appropriately.

At a recent school board meeting, parents were invited to share their concerns. The meeting quickly devolved into a shouting match between a small, vocal group of parents and the principal. After the meeting, the parents published an op-ed in the local newspaper asking community members to join in their call for the principal's resignation. However, after several more school board meetings, the parents and the principal developed a proposal for change that both sides have agreed to.

Which of the following best describes the status of the conflict now?

The conflict has not reached the post-conflict stage because it has not yet passed through the crisis stage.

Resolution has been reached, but the conflict may escalate again in the future.

The conflict is in the post-conflict stage because one side's needs have been met.

The conflict has de-escalated and will not escalate again.

CONCEPT

Resolution and Post-Conflict

Cheryl and Jenna are both waitresses at a local restaurant. Cheryl talks to her manager about an issue she's having with Jenna.

Which of Cheryl's statements describes the discomfort stage of a conflict?

"Now we can barely stand to work together."

"I've worked at the restaurant for fifteen years, so I'm kind of set in my ways, you know?"

"When Jenna was hired, the way she treated the customers made me a little uncomfortable, but I couldn't put my finger on why."

"Then one day, she yelled at a group for taking too long to order, and I realized she was always rude to everyone she interacted with, including me."

CONCEPT

The Discomfort Stage of Conflict

Mark and Holly are town council members who disagree over what the town should do with an empty plot of land. Holly supports the construction of a new parking lot, while Mark wants to see a playground built. Mark speaks to a friend about the situation.

"Ever since this issue came up, it's gotten bad. At first, it was just kind of awkward— I could sense something was wrong between Holly and me. Soon I stopped talking with her, because I didn't think she understood my perspective. Then we had a fight and other people took sides in the last council meeting. Now people are yelling at each other in the street. It seems like the only communication going on is yelling and fighting," Mark said with a sigh.

Which of Mark's statements describes the discomfort stage of a conflict?

"It seems like the only communication going on is yelling and fighting."

"At first, it was just kind of awkward— I could sense something was wrong between Holly and me."

"Then we had a fight and other people took sides in the last meeting."

"Now people are yelling at each other in the street."

CONCEPT

The Discomfort Stage of Conflict

DeeDee is having an argument with the town government. She wants to build an in-law apartment on her property for her aging mother, but the town has strict rules about the percentage of each lot that can be built up, and Deedee's plans would violate these rules.

DeeDee decides to use a competing conflict style in her next conversation with the town.

Which statement would most fit with a competing conflict style?

"Let's just forget about this. I don't want to make waves with the town."

"I understand why these rules exist, but surely we can come up with some sort of plan that will make everyone happy, right?"

"These rules are ridiculous. I own the land and I should be able to use my property as I see fit."

"What if I purchased the empty plot of land next to my house and consolidated the lots? Would that give me enough room to build the in-law apartment?"

CONCEPT

Conflict Styles: Competing

Cassie came home from work one day to find her husband, David, waiting for her in the living room.

Read the dialogue below and select the part of their argument that represents the compromising conflict style.

Cassie: "I don't want to live in a condo. I love gardening, and if we moved to a condo I wouldn't have any outdoor space where I could plant flowers."

David: "I know, but it would make me so happy to be able to retire a little sooner, which I can do if our cost of living decreases."

Cassie: "I'm happy here, David. I'm not interested in moving."

David: "Okay. What if we just go look at a couple of places for now? We can check out the buildings that have community gardens."

Cassie: "Fine."

"I love gardening, and if we moved to a condo I wouldn't have any outdoor space where I could plant flowers."

"Okay. What if we just go look at a couple of places for now? We can check out the buildings that have community gardens."

"I know, but it would make me so happy to be able to retire a little sooner, which I can do if our cost of living decreases."

"I'm happy here, David. I'm not interested in moving."

CONCEPT

Conflict Styles: Compromising

In what way does shuttle diplomacy differ from conciliation?

Its sole focus is to relay tangible issues/information between parties.

The intervener moves between parties to resolve the conflict.

It is beneficial for parties who are uncomfortable meeting face-to-face.

It addresses intangible issues, such as emotions and communication.

CONCEPT

Shuttle Diplomacy as a Conflict Resolution Process

Erin and Matt own a home together. They recently refinanced their mortgage because interest rates dropped substantially, and they are now having a conversation about what to do next. Erin wants to continue making the same monthly mortgage payment to pay off the loan faster, while Matt wants to use their monthly savings from the new mortgage to buy a new car.

"Fine," Erin eventually says, despite her deep reservations about Matt's plan. "We can do it your way."

Erin's conflict style in this situation would be called accommodating for which of the following reasons?

Erin is meeting her own needs at the expense of Matt's.

Erin is not saying how she feels and is not working with Matt to find a solution.

Erin is forgoing her needs in order to help Matt realize his own.

Erin is being both assertive and cooperative.

CONCEPT

Conflict Styles: Accommodating

Select the true statement about arbitration as a conflict resolution technique.

Arbitration places the outcome in the hands of a neutral third party who decides what should be done.

Arbitration focuses on changing and improving the relationship between parties, and does not always result in a decision or agreement.

Arbitration allows the disputing parties themselves to come to a mutual decision.

Arbitration allows the mediator to change roles if agreement is not reached.

CONCEPT

Arbitration as a Conflict Resolution Process

"Well, a lot of our issues have been around this new deal we're trying to close with a company in Japan," started Samir. "Martin just won't listen to my ideas, and our proposal is due next week! At this rate, we'll never land this deal that we absolutely need."

"Here we go again," interrupted Martin. "I don't want to discuss this now," he said as he crossed his arms over his chest.

Samir threw his hands up in the air in exasperation. "Fine, you win. Let's do it your way. I'm just ready to move on."

Martin's statement reflects a conflict resolution style called __________, while Samir's final statement reflects a conflict resolution style called __________.

avoiding, accommodating

avoiding, collaborating

competing, accommodating

competing, compromising

CONCEPT

Overview of the 5 Conflict Styles

Ava and Marcus try to argue their position, but they find themselves increasingly frustrated by their inability to get approval for their construction plans.

Ava and Marcus are experiencing __________ conflict.

relationship-based

structural

data-based

interest-based

CONCEPT

What is Conflict?

When she got home, Tilda complained to her roommate. "I thought Beth and I saw everything the same way. I didn't realize she was so close-minded."

Tilda and Beth's conflict has escalated to the tension stage because __________.

Tilda and Beth now realize that the other person is impeding their needs.

Tilda and Beth are intentionally attacking one another.

Tilda and Beth no longer know how to relate to one another in a positive way.

Tilda and Beth realize that they have to work harder to communicate effectively.

CONCEPT

The Tension Stage of Conflict

Tilda became very upset with her husband when he left his dirty dishes in the sink. "I work all day, and he expects me to clean up after him," she fumed to herself, not realizing that her husband had planned to come back and clean the kitchen after taking a shower.

What is the best approach for addressing their conflict at this stage of misunderstanding?

Tilda says to her husband, "Why don't you ever clean up after yourself?"

Tilda says to her husband, "It upset me when you left your dishes in the sink, because it seemed as though you expected me to clean up after you."

Tilda throws her husband's dirty dishes into the trash and tries to forget about it.

Tilda calls her friend and complains about her husband's behavior in order to feel better.

CONCEPT

The Misunderstanding Stage of Conflict

Which of the following is a goal of restorative justice, which the judge might have felt was valuable in Justin's case?

It focuses on the needs of the offender as well as the victims.

It requires community service in addition to jail time.

It primarily focuses on punishing the offender.

It relies on a jury to determine an appropriate penalty for the offender.

CONCEPT

Restorative Justice as a Conflict Resolution Process

Select the true statement about collaborative law as a conflict resolution process.

All proceedings in collaborative law are matters of public record.

Lawyers attempt to mediate their case without their clients present.

Parties must sign a participation agreement.

A judge must approve divorce mediation for the parties.

CONCEPT

Collaborative Law as a Conflict Resolution Process

Ali and Lana are town council members who disagree over what the town should do with an empty plot of land. Ali supports the construction of a new parking lot, while Lana wants to see a playground built. Lana speaks to a friend about the situation.

"Ever since this issue came up, it's gotten bad. At first, it was just kind of awkward— I could sense something was wrong between Ali and me. Soon I had trouble talking with her, because I didn't think she understood my perspective. Then we had a fight and other people took sides in the last meeting. Now people are yelling at each other in the street, saying all sorts of mean things about people on the other side, even people they've been friends with for years. It seems like the only communication going on is yelling and fighting," Lana said with a sigh. "I just wish we had tried to resolve this before it got out of hand."

Lana described the escalation of the conflict as it moved to increasingly intense stages. Which of her statements describes the crisis stage?

"Soon I had trouble talking with her, because I didn't think she understood my perspective."

"At first, it was just kind of awkward— I could sense something was wrong between Ali and me."

"Then we had a fight and other people took sides in the last meeting."

"It seems like the only communication going on is yelling and fighting."

CONCEPT

The Crisis Stage of Conflict

Which of the following best describes the status of the conflict now?

Resolution has been reached, but the conflict may escalate again in the future.

The conflict is in the post-conflict stage because one side's needs have been met.

The conflict has de-escalated and will not escalate again.

The conflict has not reached the post-conflict stage because it has not yet passed through the crisis stage.

CONCEPT

Resolution and Post-Conflict

Which statement is most characteristic of the avoiding conflict style?

"Please don't bring this up."

"I think it's best if we split it down the middle."

"This is how we should do it."

"Fine, have it your way!"

CONCEPT

Conflict Styles: Avoiding

Select the scenario that represents the incident stage of a conflict.

Erica's partner for the school science fair is relying on Erica to do all of the work. After arguing with her partner several times about it, Erica decides to get her teacher involved.

Ghislaine is going door-to-door, asking her neighbors to sign a petition against the new tax proposed by the town.

Abel discovers that his girlfriend has been reading his old text messages, but he convinces himself that it was unintentional.

Yvonne and her daughter can barely have a conversation without yelling at one another these days.

CONCEPT

The Incident Stage of Conflict

"But Samir's approach is too soft, and nobody will take us seriously! Do you want to be successful or not? We need to be authoritative in our approach," Martin said.

By taking into account the fact that cultural differences may influence behavior, perception, or interpretation, Samir was thinking __________ when determining the proposal approach.

subculturally

intraculturally

interculturally

cross-culturally

CONCEPT

Intercultural Conflict Styles and Inventory

Two homeowners in a community need a resolution to a dispute with the town over a proposed plan to divert rainwater. They want to avoid litigation, but they also want to seek a legally-binding decision.

Which conflict resolution process is the best for this particular conflict?

Shuttle diplomacy

Arbitration

Mediation

Collaborative law

CONCEPT

Choosing the Right Resolution Process

Mark and Jennifer, two conflict resolution mediators, met for coffee on Friday morning to make some plans for the weekend.

"What can I get you?" asked Mark, when he spotted Jennifer sitting at a table.

"The biggest size coffee they sell," Jennifer responded with a sigh. "This week has been crazy. Do you remember that divorce mediation I was telling you about? The one that started last week?"

"Sure," said Mark. "I remember that you told the couple that if they couldn't come to an agreement during the mediation process, you would make a final decision for them."

The form of mediation that Mark described is called __________.

mediation-arbitration

transformative mediation

facilitative mediation

evaluative mediation

CONCEPT

Mediation as a Conflict Resolution Process

Which of the following is an example of the pre-conflict stage of conflict?

You and your friend make plans to go to a basketball game on Friday night. You're very irritated when your friend cancels at the last minute.

You know that you want to have several children. However, you have not yet had a conversation with your fiance about how many children she wants, if any.

You work at a hospital overnight and your spouse works in an office all day. As a result, you rarely see one another, and you know this is putting a strain on your relationship.

CONCEPT

Pre-Conflict

Shante decided she wanted to use a collaborating approach to resolve the conflict.

Which of the following would best fit with the collaborating conflict style?

“Okay, Mark, you win. I'll keep riding the bus for the next year so we can have a two-week trip.”

"Maybe instead of going somewhere for a vacation, we could take a drive or stay at home and relax.”

“Mark, you never take my needs seriously! Do you think it's fun riding the bus for an hour to and from work?”

“Mark, neither of us will be happy if one of us is upset. Can we find a way for you to get a break and me to have an easier commute?”

CONCEPT

Conflict Styles: Collaborating

In which of the following scenarios would conciliation as a conflict resolution process be preferred?

Raul and Martina are hoping to find a resolution to their dispute that fulfills both of their needs.

Ted and his husband, Daniel, need a conflict resolution process that will create a safe space for them to communicate their needs to one another.

Martha is having a dispute with her neighbor. She's interested in resolving the dispute in a reasonably friendly manner, but she wants to discuss her needs in private.

Select the true statement about collaborative law as a conflict resolution process.

Collaborative law requires a mediator, but the presence of lawyers is optional.

The resolution reached at the end of the collaborative law process is called a participation agreement.

Collaborative law can address the financial issues in a divorce, but not custody issues.

Collaborative law works best when the separating couple is willing to work together toward a solution.

CONCEPT

Collaborative Law as a Conflict Resolution Process

Mark and Jennifer, two conflict resolution mediators, met for coffee on Friday morning to make some plans for the weekend.

"What can I get you?" asked Mark, when he spotted Jennifer sitting at a table.

"The biggest size coffee they sell," Jennifer responded with a sigh. "This week has been crazy. Do you remember that divorce mediation I was telling you about? The one that started last week?"

"Sure," said Mark. "I remember that you told the couple that they'd decide on an agreement, and you wouldn't suggest anything that they should or shouldn't put into it."

The form of mediation that Mark described is called __________.

evaluative mediation

facilitative mediation

mediation-arbitration

transformative mediation

CONCEPT

Mediation as a Conflict Resolution Process

In what way does shuttle diplomacy differ from conciliation?

Its sole focus is to relay tangible issues/information between parties.

The intervener moves between parties to resolve the conflict.

It addresses intangible issues, such as emotions and communication.

It is beneficial for parties who are uncomfortable meeting face-to-face.

CONCEPT

Shuttle Diplomacy as a Conflict Resolution Process

Tabitha and her husband's conflict has escalated to the tension stage because __________.

Tabitha is enlisting outside help to assist them with talking to one another.

Tabitha is feeling uncomfortable in her relationship with her husband.

Tabitha and her husband are actively hurting one another.

Tabitha realizes that her husband is not meeting her needs.

CONCEPT

The Tension Stage of Conflict

Which of the following is a goal of restorative justice, which the judge might have felt was valuable in Justin's case?

It believes that punishment can effectively change behavior.

Although victim satisfaction suffers, it is cheaper than the traditional court system.

It asks the offender to take responsibility for his/her actions and their consequences.

It removes the offender from the community.

CONCEPT

Restorative Justice as a Conflict Resolution Process

Ruth thinks that the accountant should be present for this portion of the mediation, so that John and Heidi have the same interpretation of their financial information.

By inviting the accountant to the session, Ruth is trying to avoid __________ conflict.

interest-based

data-based

values-based

structural

CONCEPT

What is Conflict?

Read the dialogue below and select the part of their argument that represents the compromising conflict style.

Tom: "I'm going to be late for work. Can we talk about this some other time?"

Rebecca: "No, we need to settle this now. The babysitter canceled and my class is tonight. If I miss it, it will be really hard for me to make up the material."

Tom: "Don't worry about it; I'll skip poker and stay home so you can go to your class."

Rebecca: "What if I leave class a little bit early? That way you can hang out with your brother and your friends, even if you're late to the game.

Tom: "No, just go. I've got this."

"I'm going to be late for work. Can we talk about this some other time?"

"What if I leave class a little bit early? That way you can hang out with your brother and your friends, even if you're late to the game."

"No, we need to settle this now. The babysitter canceled and my class is tonight."

"Don't worry about it; I'll skip poker and stay home so you can go to your class."

CONCEPT

Conflict Styles: Compromising

"Fine," Erin eventually says, despite her deep reservations about Matt's plan. "We can do it your way."

Erin's conflict style in this situation would be called accommodating for which of the following reasons?

Erin is being both assertive and cooperative.

Erin is meeting her own needs at the expense of Matt's.

Erin is forgoing her needs in order to help Matt realize his own.

Erin is not saying how she feels and is not working with Matt to find a solution.

CONCEPT

Conflict Styles: Accommodating

"Well, a lot of our issues have been around this new deal we're trying to close with a company in Japan," started Martin. "I'm willing to meet in the middle by giving in on a few things if Samir is. He knows more about Japan's business practices, so I think he should deal with more of the face-to-face interactions, and I should do more of the paperwork and logistics for the proposal."

"No, absolutely not. Like I've told you, this is my proposal and I want to manage both ends," Samir said with a rising irritation.

Martin's statement reflects a conflict resolution style called __________, while Samir's statement reflects a conflict resolution style called __________.

competing, avoiding

avoiding, collaborating

compromising, competing

compromising, accommodating

CONCEPT

Overview of the 5 Conflict Styles

"But Samir's approach will take too long! Do you want to be successful or not?" Martin said.

By taking into account differences in the Hispanic American community's cultural orientation, Samir is considering their __________ when determining the proposal approach.

preferred conflict style

subculture

intercultural inventory

cross-culture

CONCEPT

Intercultural Conflict Styles and Inventory

In which of the following scenarios would conciliation as a conflict resolution process be preferred?

Jack is in a dispute with his tenant. He needs the dispute resolved quickly, so he is willing to negotiate.

Ira is having a major disagreement with his father, and he wants a dispute resolution process headed by a neutral third-party who will not make suggestions or offer opinions on a potential agreement.

Hugh and his wife have commenced their divorce proceedings, and they need a conflict resolution process that will help them to talk directly to one another regarding their needs going forward.

Yolanda is looking for a dispute resolution process that will allow her to avoid the court system, but that will empower a third party to make a binding decision.

CONCEPT

Conciliation as a Conflict Resolution Process

Valerie and Victor are meeting with a marriage counselor. Victor describes their most recent conflict.

"Valerie and I can barely speak to one another anymore. Everything ends up in a shouting match, especially since Sunday. That morning, I could tell that something had happened because she wasn't looking me in the eye. Then I found out that she lied to me about where she'd been the night before. Of course, she accused me of being too controlling, and the argument escalated from there."

Which of Victor's statements describes the discomfort stage of a conflict?

"That morning, I could tell that something had happened because she wasn't looking me in the eye."

"Everything ends up in a shouting match, especially since Sunday."

"Then I found out that she lied to me about where she'd been the night before."

"Of course, she accused me of being too controlling, and the argument escalated from there."

CONCEPT

The Discomfort Stage of Conflict

Martin replied that the parties had agreed to meet again for another mediation session, but that the matter of the property line remained a point of tension.

Which of the following best describes the status of the conflict now?

The conflict re-escalated and has not yet reached the post-conflict stage.

The conflict de-escalated, but it has not yet reached the post-conflict stage because resolution is incomplete.

The conflict de-escalated, resolution is complete, and the conflict has reached the post-conflict stage.

Resolution is complete, but the conflict is still in the crisis stage.

CONCEPT

Resolution and Post-Conflict

Select the scenario that represents the incident stage of a conflict.

Abel discovers that his girlfriend has been reading his old text messages, but he convinces himself that it was unintentional.

Yvonne and her daughter can barely have a conversation without yelling at one another these days.

Ghislaine is going door-to-door, asking her neighbors to sign a petition against the new tax proposed by the town.

Erica's partner for the school science fair is relying on Erica to do all of the work. After arguing with her partner several times about it, Erica decides to get her teacher involved.

CONCEPT

The Incident Stage of Conflict

Which statement is most characteristic of the avoiding conflict style?

"This is how we should do it."

"Please don't bring this up."

"Fine, have it your way!"

"I think it's best if we split it down the middle."

CONCEPT

Conflict Styles: Avoiding

Daryl and Wendy are meeting with a marriage counselor. Daryl describes their conflict.

"When we were first married, we got along great and loved spending time together. Then, over the years, we started to enjoy doing different things and we spent less time together. We both had a sense that something was wrong, but we minimized it. Then one day Wendy told me that she didn't love me anymore. It broke my heart, but I didn't want a divorce. Lately, though, she seems so unhappy. She doesn't even speak to me— it's like I live with a ghost."

Which of Daryl's statements describes the crisis stage of a conflict?

"Then one day Wendy told me that she didn't love me anymore."

"It broke my heart, but I didn't want a divorce."

"We both had a sense that something was wrong, but we minimized it."

"She doesn't even speak to me— it's like I live with a ghost."

CONCEPT

The Crisis Stage of Conflict

Shante decided she wanted to use a collaborating approach to resolve the conflict.

Which of the following would best fit with the collaborating conflict style?

“Mark, neither of us will be happy if one of us is upset. Can we find a way for you to get a break and me to have an easier commute?”

"Maybe instead of going somewhere for a vacation, we could take a drive or stay at home and relax.”

“Mark, you never take my needs seriously! Do you think it's fun riding the bus for an hour to and from work?”

“Okay, Mark, you win. I'll keep riding the bus for the next year so we can have a two-week trip.”

CONCEPT

Conflict Styles: Collaborating

Which of the following is an example of the pre-conflict stage of conflict?

You desperately want to adopt a child, but when you speak with a social worker, you're sad to learn that you don't meet the income requirements set by the adoption agency.

Your friend wants to go out for Chinese food, but you really want sushi. You begin to argue over who is going to get their way.

Your roommate decides to get a cat. You've never had a cat before so you're not sure if you're going to like having one in the apartment, but you tell your roommate it's okay to go ahead.

CONCEPT

Pre-Conflict

Select the true statement about arbitration as a conflict resolution technique.

Arbitration allows the mediator to change roles if agreement is not reached.

Arbitration allows the disputing parties themselves to come to a mutual decision.

Arbitration focuses on changing and improving the relationship between parties, and does not always result in a decision or agreement.

Arbitration places the outcome in the hands of a neutral third party who decides what should be done.

CONCEPT

Arbitration as a Conflict Resolution Process

A married couple needs a resolution process that will help them to come to an agreement about how to prioritize their finances. Ultimately, their goal is to learn how to communicate more constructively.

Which conflict resolution process is the best for this particular conflict?

Conciliation

Mediation

Arbitration

Collaborative law

CONCEPT

Choosing the Right Resolution Process

Harmony and her boyfriend, Will, are arguing over how to furnish the apartment that they've just moved into together. Harmony is a fan of antiques, and Will really likes modern furniture.

After going back and forth, Harmony decides to use a competing conflict style with Will.

Which statement would most fit with a competing conflict style?

"I'm willing to meet in the middle by giving in on a few things if you do too."

"Do you want this apartment to be a place I feel comfortable in or not? I like what I like."

"I'd love to come up with a win-win solution."

"Let's go get some dinner and see a movie. We can deal with this another day."

CONCEPT

Conflict Styles: Competing

What is the best approach for addressing their conflict at this stage of misunderstanding?

Tilda says to her husband, "It upset me when you left your dishes in the sink, because it seemed as though you expected me to clean up after you."

Tilda throws her husband's dirty dishes into the trash and tries to forget about it.

Tilda says to her husband, "Why don't you ever clean up after yourself?"

Tilda calls her friend and complains about her husband's behavior in order to feel better.

CONCEPT

The Misunderstanding Stage of Conflict

When Anton and Sophia decided to divorce, they wanted to remain friendly for the sake of their two children. To do this, they agreed to divorce mediation (collaborative law).

"Before we can begin, you are both required to sign this document," said their mediator.

What document was their mediator referring to?

A privacy policy

A participation agreement

An arbitration agreement

A divorce decree

RATIONALE

Collaborative law, also called divorce mediation, is a conflict resolution process used to settle financial and/or child care and custody issues between divorcing or separating couples.

A participation agreement is required to initiate a divorce mediation.

CONCEPT

Collaborative Law as a Conflict Resolution Process

Choosing the Right Resolution Process

The accommodating style of conflict is one that indicates __________.

a tendency toward competitiveness

high cooperativeness and low assertiveness

low cooperativeness and high assertiveness

a tendency to argue about details

RATIONALE

The accommodating style of conflict is high in cooperativeness but low in assertiveness. Sacrificing one's own needs in order to meet the needs of others is characteristic of this conflict style.

CONCEPT

Conflict Styles: Accommodating

In which stage of conflict are the parties' needs unmet, but the parties are unaware of it?

Discomfort

Pre-conflict

Misunderstanding

Post-conflict

RATIONALE

In this course, the pre-conflict stage is defined as the stage of conflict in which parties' needs are not being met but they are unaware of the relationship between them.

CONCEPT

Pre-Conflict

Roommates Stan and Peter have been in a conflict situation since Stan accused Peter of stealing money from his wallet. This morning while Peter was in the bathroom, Stan took Peter's wallet from the kitchen table and hid it.

"Now we'll see how he likes it when something important to him goes missing," he said as he left.

Later that morning, Peter was frantically searching for his wallet. "I thought I left it on the kitchen table! All of my IDs and money are in my wallet. If I can't find it soon, I have no way to get to class on time, and I have a major presentation to give today!"

Stan and Peter are most likely in which stage of conflict?

Post-conflict

Crisis

Misunderstanding

Discomfort

RATIONALE

The crisis stage is the stage of conflict in which parties cannot communicate effectively and act intentionally to harm each other, and view each other with a strongly negative perspective. By hiding his wallet, Stan is acting intentionally to harm Peter.

CONCEPT

The Crisis Stage of Conflict

Which of the following is a goal of restorative justice that might explain why it is used as an alternative to court?

It keeps the victims at a distance from the offender.

It is appropriate only for minor offenses and is faster than court.

It reduces the likelihood of re-offense.

It carries heavier penalties than court.

RATIONALE

Restorative justice is a group of conflict resolution/ADR processes used in the wake of a criminal act, and intended to produce results beyond those allowed by the court system and reduce the likelihood of re-offense.

CONCEPT

Restorative Justice as a Conflict Resolution Process

Choosing the Right Resolution Process

Which of the following conflict resolution processes involves a neutral third party who determines the outcome, referred to as an "award?"

Restorative justice

Conciliation

Transformative mediation

Arbitration

RATIONALE

Arbitration is a conflict resolution process in which a neutral party decides the outcome of a dispute between two or more parties. The decision of an arbiter or arbitration tribunal in an arbitration is called an award.

CONCEPT

Resolution Processes Overview

Arbitration as a Conflict Resolution Process

Which of the following conflict styles describes a party who has a high commitment to meeting his own needs, but a low commitment to meeting the other party’s needs?

Competing

Compromising

Collaborating

Accommodating

RATIONALE

Conflict styles can be ranked on a scale of assertiveness and cooperativeness. The competing style of conflict is low in cooperativeness and high in assertiveness, which indicates that a person using this style is committed to having his/her own needs met, but may be less concerned with the needs of other parties.

CONCEPT

Overview of the 5 Conflict Styles

Select the true statement about conflict styles.

The Thomas-Kilmann Conflict Styles Assessment is the only known means of describing people's conflict styles.

A preferred conflict style is the only style of conflict an individual should use, since it is identified as the best fit for their personality.

There are five conflict styles identified via the Thomas-Kilmann Conflict Styles Assessment.

The accommodating style of conflict is the style preferred by most conflict resolution specialists.

RATIONALE

The Thomas-Kilmann Conflict Styles Assessment is the most common, but not the only means of describing conflict styles. There is no right or wrong preferred conflict style, and an individual is always free to utilize styles outside of his/her preferred style.

CONCEPT

Overview of the 5 Conflict Styles

Which stage of conflict is signified by parties beginning to view each other negatively based on their differing interpretations of interactions?

Tension

Misunderstanding

Incident

Discomfort

CONCEPT

The Misunderstanding Stage of Conflict

Which statement is most characteristic of a competing conflict style?

"I think this means we should buy another computer."

"I don't care if you won't get your report turned in on time— I need the computer right now!"

"If you let me use the computer for one hour, I'll let you finish your report after that."

"I didn't realize you had a report due— here, take the computer."

RATIONALE

The competing style of conflict is low in cooperativeness and high in assertiveness. Desire to meet one's own needs at the expense of another party's needs is characteristic of this conflict style.

CONCEPT

Conflict Styles: Competing

In a conflict at the tension stage, which of the following behaviors would a mediator expect to see?

Members of the parties minimizing the significance of incidents between them

Unawareness of the parties’ relationship to each other

Active attempts between the parties to harm each other

Parties talking to others about the conflict in hopes of gaining allies

RATIONALE

The tension stage is the stage of conflict in which parties find communication with each other difficult or impossible, consistently attribute negative motives and traits to each other, and may attempt to enlist allies.

CONCEPT

The Tension Stage of Conflict

The process of conflicts moving from a lower stage of intensity to a higher stage is called __________.

escalation

misunderstanding

de-escalation

crisis

RATIONALE

The term "escalation" describes the movement of a conflict from a less intense or harmful stage to a more intense or harmful one. For example, if a conflict moves from the misunderstanding stage to the tension stage, it has escalated.

CONCEPT

Resolution and Post-Conflict

The avoiding conflict style can best be described as __________.

high in assertiveness and low in cooperativeness

low in assertiveness and high in cooperativeness

low in both assertiveness and cooperativeness

high in both assertiveness and cooperativeness

RATIONALE

The avoiding style of conflict is low in cooperativeness and low in assertiveness. Refusal to acknowledge or resolve the conflict is characteristic of this conflict style.

CONCEPT

Conflict Styles: Avoiding

Unlike shuttle diplomacy, conciliation __________.

considers non-tangible issues such as communication and emotions

meets each party's needs through a collaborative effort

allows the conflict resolver to decide the outcome after reviewing the evidence

allows the conflict resolver to offer opinions and suggestions if asked by either party

RATIONALE

Conciliation is a conflict resolution process in which the conflict resolver meets privately with each party to the dispute, seeking to gain concessions from each party. In conciliation, the conciliator will pay attention to both tangible and intangible issues (such as emotion and communication) to help resolve the issue. Shuttle diplomacy focuses only on tangible issues.

CONCEPT

Conciliation as a Conflict Resolution Process

Shuttle Diplomacy as a Conflict Resolution Process

Choosing the Right Resolution Process

The collaborating style of conflict resolution can best be defined as a style in which parties __________.

work jointly to try and meet all of each other's needs

make an effort to meet each other's needs even if it means sacrificing some of their own needs

work to make sure each party offers concessions to the other party

compete for time and attention

RATIONALE

The collaborating style of conflict is high in cooperativeness and high in assertiveness. Parties working together to try to meet everyone's needs is characteristic of this conflict style.

CONCEPT

Conflict Styles: Collaborating

Parties using the compromising style of conflict resolution will seek to __________.

assert their needs and goals over the needs and goals of the other party

meet some of their own needs and some of the other party's needs when they are in conflict

accommodate others at the expense of their own needs in order to resolve the conflict

avoid dealing with conflict when the stakes are too high

RATIONALE

The compromising style of conflict is moderate in cooperativeness and moderate in assertiveness. Willingness to sacrifice some of one's needs in exchange for having others met is characteristic of this conflict style. Parties using this style are willing to meet the other party halfway.

CONCEPT

Conflict Styles: Compromising

A conflict over parties’ perceptions that their needs are not being met is called a __________.

values-based conflict

data-based conflict

interest-based conflict

structural conflict

RATIONALE

Interest-based conflict is defined in this course as a conflict based on unmet needs.

CONCEPT

What is Conflict?

Which form of mediation incorporates another conflict resolution process?

Facilitative mediation

Evaluative mediation

Transformative mediation

Mediation-arbitration

RATIONALE

Mediation-arbitration is a style of mediation in which the mediator has the authority to switch roles to that of an arbiter and decide an outcome if parties are unable to reach an agreement.

CONCEPT

Mediation as a Conflict Resolution Process

Choosing the Right Resolution Process

Tara and Kristen tended bar at a small restaurant called Torchwood. Kristen was becoming less happy in her job and felt like she had been working harder but making less money in tips. Her shift was after Tara's, and she thought Tara had not been carefully checking stock before leaving. As a result, Kristen felt she spent more time than usual getting supplies and less time serving drinks.

Tara has noticed that Kristen was less friendly with her than in the past. When Kristen approached Tara to ask her about restocking more often, Tara exclaimed, "I don't want to hear anything from you! You threw out my jacket that the bouncer put in the lost and found. You've seen me wearing that before. Why would you do that?"

Kristen and Tara are most likely at which stage of conflict?

Incident

Discomfort

Crisis

Tension

RATIONALE

The incident stage is the stage of conflict in which parties become aware of each others' roles in needs not being met through a concrete occurrence in their relationship. The scenario above is reflective of this stage of conflict.

CONCEPT

The Incident Stage of Conflict

The __________ stage of conflict is when parties lack a clear idea of their mutual problem, but still feel a general sense of unease with each other.

misunderstanding

crisis

discomfort

incident

The competing conflict style can be described as __________.

high in both assertiveness and cooperativeness

low in assertiveness and high in cooperativeness

low in both assertiveness and cooperativeness

high in assertiveness and low in cooperativeness

RATIONALE

The competing style of conflict is low in cooperativeness and high in assertiveness. Desire to meet one's own needs at the expense of another party's needs is characteristic of this conflict style.

CONCEPT

Conflict Styles: Competing

Lenore worked as a mediator at a community mediation center. Her daughter, Sara, was a high school junior. One day, Sara told Lenore about a number of small arguments she'd been having with another girl in her class, ever since Sara won a local award. "I've been trying to ignore the problem, Mom," Sara told Lenore, "but I think Maddy is angry with me."

"You should try talking to her about it as soon as possible," Lenore advised.

Sara said, “Oh, Mom, it's not a big deal.” Lenore continued to insist that Sara talk to the other girl sooner rather than later.

Which of the following best explains why Lenore wanted Sara to talk to the other girl so badly?

Lenore was trying to control her daughter's life.

Lenore was proud of Sara for winning the local award.

Lenore knew that conflicts are easier to resolve at earlier stages.

Lenore was afraid for Sara's safety.

RATIONALE

The discomfort stage is the stage of a conflict in which parties are aware of their needs not being met but are not exactly aware of the details of each others' role in their needs not being met. This often leads to a feeling of discomfort or unease between the parties. This is the first stage in which conflict begins.

Since it is the first stage of conflict, it is also the easiest stage of conflict to attempt resolution before the conflict escalates.

CONCEPT

The Discomfort Stage of Conflict

A property line conflict between neighbors Prakhash and Elliott escalated as the years went on. The police were called frequently to deal with loud arguments and acts of vandalism between the two. Officer Graves recently referred Prakhash and Elliott to a community mediation center. Graves, who had some conflict resolution training, told the center director that the conflict was at the crisis stage.

Which of the following explains why the police officer felt the conflict was at crisis stage?

The police had been called many times.

Acts of intentional harm had occurred.

The parties were not in contact with each other.

The dispute had gone on for a long time.

RATIONALE

The crisis stage is the stage of conflict in which parties cannot communicate effectively and act intentionally to harm each other, and view each other with a strongly negative perspective.

CONCEPT

The Crisis Stage of Conflict

__________ is the stage of conflict in which parties do not recognize the correlation between their relationship and unmet needs.

Discomfort

Pre-conflict

Crisis

Tension

RATIONALE

In this course, the pre-conflict stage is defined as the stage of conflict in which parties' needs are not being met but are unaware of the relationship between them.

CONCEPT

Pre-Conflict

Which of the following conflict styles describes a party who is highly cooperative, but unassertive?

Accommodating

Collaborating

Compromising

Competing

RATIONALE

Conflict styles can be ranked on a scale of assertiveness and cooperativeness. The accommodating style of conflict is high in cooperativeness, but low in assertiveness.

CONCEPT

Overview of the 5 Conflict Styles

Enrique and Devon got into a minor car accident. Devon got out of his car and looked at the damage. "Well, it's just a scratch on my car, and I don't care about that," he said. "Yours looks okay, too. What do you say that we forget about this and not even bother with insurance information? That stuff is a hassle to deal with anyway.”

Which of the following conflict styles was Devon using?

Competing

Compromising

Accommodating

Avoiding

RATIONALE

The avoiding style of conflict is low in cooperativeness and low in assertiveness. Refusal to acknowledge or resolve the conflict is characteristic of this conflict style.

CONCEPT

Conflict Styles: Avoiding

Select the term used to describe an arbitration decision.

Arbitration tribunal

Participation agreement

Decree

Award

RATIONALE

CONCEPT

Resolution Processes Overview

Arbitration as a Conflict Resolution Process

Which of the following describes a conflict that has escalated?

A conflict that has moved from the incident stage to the discomfort stage

A conflict that has moved from the crisis stage to the tension stage

A conflict that has moved from the misunderstanding stage to the incident stage

A conflict that has moved from the misunderstanding stage to the tension stage

RATIONALE

CONCEPT

Resolution and Post-Conflict

Michael and Amelia disagreed about who should tend to the affairs and health care of their father, Raphael, who was elderly and no longer self-reliant. As the conflict escalated, Michael and Amelia's relationship deteriorated, and Raphael developed immediate health concerns that required decisions.

Michael and Amelia, who live several hours from each other, sought help from a community mediation center. The case worker at the center recommended that they participate in a conciliation process.

Which of the following best explains why the case worker recommended conciliation rather than shuttle diplomacy?

Conciliation focuses only on tangible issues, making it a more streamlined process and better fit for this situation, which requires a speedy resolution.

Conciliation will allow Michael and Amelia to have a decision made for them to ease their tensions, whereas shuttle diplomacy requires them to make their own decision.

Since it is a sensitive family issue, the conciliator will want to pay attention to emotions and communication between parties.

Shuttle diplomacy requires at least one face-to-face interaction, which is not possible for Michael and Amelia since they live so far apart.

RATIONALE

Shuttle diplomacy focuses only on tangible issues.

CONCEPT

Conciliation as a Conflict Resolution Process

Shuttle Diplomacy as a Conflict Resolution Process

Choosing the Right Resolution Process

Select the scenario that represents the incident stage of conflict.

Your feelings for another mother at your child's daycare become increasingly negative after a disagreement you had a few weeks back.

You become aware of the fact that your coworker is consistently taking credit for the work you do and is getting all of the praise.

Your brother-in-law recently moved in so that he can get back on his feet, but doesn't have a firm timeline of when he might be moving out.

You and your neighbor have become so angry with one another that you cannot even have a discussion without yelling.

RATIONALE

The incident stage is the stage of conflict in which parties become aware of each others' roles in needs not being met through a concrete occurrence in their relationship.

Your coworker taking credit for your work means that your need to be acknowledged for the work you do is not being met. You become aware that your coworker is the cause of your unmet need.

CONCEPT

The Incident Stage of Conflict

Tom and Bill have been fighting a lot over a project that their department has been working on. At the company Christmas party, Tom spent some time chatting with another co-worker named Mary. He tells her that Bill has been impossible to work with, mostly because he is a lazy and unmotivated person who only got the job because his father-in-law is a big client.

Tom suggests to Mary that she apply for a transfer into his department, so that he can work with someone he trusts. Tom reveals that he and Bill find it nearly impossible to communicate with one another.

Tom and Bill are most likely in which stage of conflict?

Post-conflict

Tension

Pre-conflict

Discomfort

RATIONALE

CONCEPT

The Tension Stage of Conflict

Collaborative law is also known as __________ mediation.

divorce

corporate

facilitative

legal

RATIONALE

Collaborative law, also called divorce mediation, is a conflict resolution process used to settle financial and/or child care and custody issues between divorcing or separating couples.

CONCEPT

Collaborative Law as a Conflict Resolution Process

Choosing the Right Resolution Process

Before Tom got married and had children, he played poker with his brother, Derek, and some friends every Thursday night. Now Tom only rarely attended a game. Derek asked if Tom's wife wouldn't let him play, but Tom replied, "No, she'd be fine if I went. But she has a class on Thursday nights to get her nursing certificate, and someone has to watch the kids. We talked about it, and I decided I'd rather miss the games and have her get her certificate. So I only play on Thursdays when her class is canceled."

Tom's conflict style in this situation would be called accommodating for which of the following reasons?

Tom hopes that when his wife's class is finished, he can play poker again.

Tom is trying to hint to Derek that he does not like poker.

Tom is a man who gave in to his wife, a woman.

Tom preferred to meet his wife's needs rather than his own.

RATIONALE

The accommodating style of conflict is high in cooperativeness but low in assertiveness. Sacrificing one's own needs in order to meet the needs of others is characteristic of this conflict style.

CONCEPT

Conflict Styles: Accommodating

A(n) __________ conflict would include external forces that impede on parties' goals or the ability to exercise their rights.

relationship-based

data-based

values-based

structural

RATIONALE

Structural conflict is conflict based on external forces that impede parties' goals or exercise of their rights. Examples of this might be policies or procedures that stand in the way of a goal or right.

CONCEPT

What is Conflict?

A person's preferred conflict style is __________.

what makes them a "winner" or "loser" in conflicts

the style they prefer, but not the only style they might use in conflict

something that constantly changes

the only style they use when in conflict

RATIONALE

A preferred conflict style is the conflict style an individual most often or habitually uses. However, there is no "right" or "wrong" preferred style of conflict, and a person is not limited to only that style when in conflict.

CONCEPT

Overview of the 5 Conflict Styles

At a mediation session, Kumar, a mediator, said to his clients, "During our session, you'll decide on an agreement. I won't suggest anything that you should or shouldn't put into it."

Which type of mediation is Kumar likely using?

Transformative

Evaluative

Mediation-arbitration

Facilitative

RATIONALE

Facilitative mediation is a style of mediation in which the mediator does not offer suggestions or opinions, and guides the process toward an agreement between parties.

CONCEPT

Mediation as a Conflict Resolution Process

Choosing the Right Resolution Process

Which of the following is a type of conflict resolution process used to produce results beyond what is typically allowed by the court system after a criminal act?

Restorative justice

Collaborative law

Conciliation

Arbitration

RATIONALE

Restorative justice is a group of conflict resolution/ADR processes used in the wake of a criminal act, intended to produce results beyond those allowed by the court system and reduce the likelihood of re-offense.

CONCEPT

Restorative Justice as a Conflict Resolution Process

Choosing the Right Resolution Process

College roommates Sonya and Adele argued about the use of their room. Adele preferred to study in the room at night, but Sonya liked to have friends over frequently. They agreed that Sonya would not have friends over until after 10 p.m. Both roommates were happy with this win-win solution.

Which of the following conflict styles did Adele and Sonya use?

Collaborative

Competing

Avoiding

Compromising

RATIONALE

The collaborating style of conflict is high in cooperativeness and high in assertiveness. Parties working together to try to meet everyone's needs is characteristic of this conflict style.

CONCEPT

Conflict Styles: Collaborating

Which of the following would best fit with a compromising conflict style?

“I'm tired of arguing. Let's just deal with this later.”

“Well, clearly you don't care about my needs, so let's just do it your way!”

“You need a break, and I need a car. What if we use our vacation fund to buy a used car and take a shorter trip?"

“This is non-negotiable.”

RATIONALE

CONCEPT

Conflict Styles: Compromising

Which of the below is NOT a characteristic of the misunderstanding stage of conflict?

Adopting negative views of the other party due to differing views

Adopting negative views of the other party due to differing interpretations of motives

Adopting negative views of the other party due to differing interpretations of actions

Adopting negative views of the other party due to differing friends/allies

Answers

SmartExpert

(118)

Status NEW Posted 11 Aug 2020 05:08 PM My Price 25.00

OL------------ELE----------- Or-----------gan-----------iza-----------tio-----------nal----------- Le-----------ade-----------rsh-----------ip -----------Ele-----------cti-----------ve -----------The----------- Es-----------sen-----------tia-----------ls -----------of -----------Man-----------agi-----------ng -----------Con-----------fli-----------ct -----------Mil-----------est-----------one----------- 1-----------

Attachments

file 1597169054-The Essentials of Managing Conflict Milestone 1.docx preview (17823 words )

1----------- W-----------hic-----------h o-----------f t-----------he -----------fol-----------low-----------ing----------- is----------- a -----------cha-----------rac-----------ter-----------ist-----------ic -----------of -----------the----------- in-----------cid-----------ent----------- st-----------age----------- of----------- co-----------nfl-----------ict-----------? ----------- O-----------ne -----------par-----------ty -----------oft-----------en -----------min-----------imi-----------zes----------- ev-----------ent-----------s o-----------r a-----------cti-----------ons----------- ma-----------de -----------by -----------oth-----------er -----------par-----------tie-----------s. ----------- -----------The----------- pa-----------rti-----------es -----------beg-----------in -----------to -----------rec-----------rui-----------t a-----------lli-----------es -----------in -----------the----------- co-----------nfl-----------ict-----------. ----------- O-----------ne -----------or -----------mor-----------e o-----------f t-----------he -----------par-----------tie-----------s h-----------as -----------a v-----------agu-----------e s-----------ens-----------e o-----------f u-----------nea-----------se -----------or -----------tha-----------t s-----------ome-----------thi-----------ng -----------is -----------wro-----------ng.----------- ----------- Th-----------e p-----------art-----------ies----------- ar-----------e u-----------nab-----------le -----------to -----------com-----------mun-----------ica-----------te -----------eff-----------ect-----------ive-----------ly.----------- R-----------ATI-----------ONA-----------LE ----------- Th-----------e i-----------nci-----------den-----------t s-----------tag-----------e i-----------s t-----------he -----------sta-----------ge -----------of -----------con-----------fli-----------ct -----------in -----------whi-----------ch -----------par-----------tie-----------s b-----------eco-----------me -----------awa-----------re

Not Rated(0)

Buy Answer

Hire Dedicated Virtual Team / Business Solution for SMEs.

SmartExpert

(118)

About SmartExpert

Education

Experience

OL-ELE Organizational Leadership Elective The Essentials of Managing Conflict Milestone 1

Answers

Attachments

Are You a Business Owner?