1.
When a co-worker reacts emotionally, do all of the following to overcome resistance except
a. encourage the co-worker to talk about their anxiety.
b. sympathize with the co-worker.
c. agree with the co-worker.
d. consider that the reaction may be culturally based.
2.
For a win-win conflict resolution strategy to work, those involved must believe that
a. the other party can be trusted.
b. higher status does not entitle one party to impose a solution.
c. cooperation is better for the organization than competition.
d. all of the above.
3.
To successfully resolve a conflict, do all of the following except
a. deal with a minor conflict before it becomes a major conflict.
b. encourage conflicting parties to unite against an "outside force" instead of against each other.
c. seek reasons for the problem before seeking solutions.
d. use seniority or rank of those involved in conflict as the deciding factor.
4.
Choosing the appropriate language is key in helping to prevent the escalation of conflict. In the conflict between Gail and Nick, Gail becomes extremely emotional. To address this issue and prevent escalation of the conflict, Pauline should say the following:
a. "You're reacting emotionally, Gail. Calm down and we'll discuss this rationally."
b. "I can understand that this situation may be frustrating. If I were in your position, I might be reluctant to do it myself."
c. "This is completely unprofessional. This kind of behavior cannot be tolerated in the workplace."
d. "Oh, Gail! I'm so sorry that I hurt your feelings. Please forgive me."
5.
When Nick resists a proposed solution, Pauline must overcome resistance by dealing with it directly. She should encourage Nick to define his resistance by saying
a. "You seem cool to this idea. Have I made a faulty assumption somewhere?"
b. "You seem cool to this idea. What do you propose, Nick?"
c. "You seem cool to this idea. Gail was right — you're impossible to work with."
d. "You seem cool to this idea. Have I done something to make you angry?"
