episode 12 exercise answer 02

Part 2: Solution

Let's see how well you answered the questions.

The successful resolution of a conflict can make the organization and those involved in the conflict stronger. Help Pauline effectively resolve conflict by choosing the best answer to these multiple-choice questions.

	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.
		Your Answer:
		Correct Answer: c
		While it is important to sympathize, listen, and offer reassurance, it is not necessary for you to agree with the co-worker who is reacting emotionally. In fact, agreeing with an emotional co-worker can heighten the co-worker's emotions and worsen the situation. You should also realize that the resistance and emotional reaction may result from cultural differences or misunderstandings.

	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.
		Your Answer:
		Correct Answer: d
		A win-win conflict resolution strategy requires a willingness to compromise as well as a willingness to trust and to focus on the overall good of the organization.

	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.
		Your Answer:
		Correct Answer: d
		Avoid using rank as a guiding factor in resolving conflict. Be fair and listen to both parties involved. Choose the solution that is most likely to benefit the organization, not the solution that comes from the most senior-ranking employee.

	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."
		Your Answer:
		Correct Answer: b
		Pauline must begin by expressing understanding without compromising her authority. Gail may be ashamed that she has reacted so emotionally and pointing out her emotional reaction may only embarrass her further. The best tactic that Pauline can take is to encourage Gail to talk about her anxiety so that Pauline has a chance to offer reassurance.

	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?"
		Your Answer:
		Correct Answer: a
		Pauline must maintain her authority while continuing to focus only on her proposed solution. To ask Nick for his solutions (as in answer b) would regress to the initial conflict resolution process. To side with Gail (as in answer c) would create the image of Pauline as biased and unfair. It would create conflict between Nick and Pauline without moving the conflict between Gail and Nick toward a solution. Finally, to ask Nick if she has done something to make him angry would compromise Pauline's authority.

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