Conflict Resolution Techniques Quiz

What is Compromise?

• Settlement of differences reached by mutual concessions

• The final solution of a problem or difficulty

• Discussion aimed at bringing about a settlement

• Working with opposite sides in order to resolve a dispute

Carrie was upset because she just walked away from a fight with Rose, her best friend. She told you that Rose believed a false rumor about something Carrie said. You know that Carrie values her friendship with Rose very much, so you asked her how she's going to resolve the source of the conflict. She said, "I told you. I just walked away."

What should you recommend she do next?

• Nothing. She did the right thing by walking away.

• Recommend that she not be friends with Rose anymore, so that she can continue to avoid the conflict.

• Recommend that she carefully set a time and place to discuss the rumor with Rose.

• Recommend that the next time she sees Rose, she should tell her that she doesn't know what she's talking about, and she's wrong.

What is Mediation?

• The final solution of a problem

• express regret for a wrong

• discussion aimed at bringing about a settlement

• working with opposite sides in order to resolve a dispute

___________ is using a neutral third party who acts as a facilitator in conflict resolution.

• Micromanaging

• Mentoring

• Meditation

• Mediation

At a baseball game, you accidentally bumped into someone and spilled his drink. Even though you apologized, he got angry and tried to start a fight because he thought you did it on purpose. You thought about it for a second, then walked away and got a seat further away from the field. Your friend caught up with you and said, "What are you doing? You didn't do it on purpose. Stand up for yourself. You can beat that guy!"

What should you tell him?

• "You're right. It wasn't on purpose. Let's go confront him."

• "I'm never going to see that guy again, so what will fighting prove?"

• "You're right. I'm not going to fight him, but let's just go back to our seats."

• "You're right, but I don't want to fight him. Why don't you go and confront him?"

"Hot Buttons" are strategies used for positive, clear communication in conflict resolution. Carefully read the "Hot Buttons" listed in the table and indicate corresponding Winning Colors^® behaviors. Winning "Hot Buttons" Colors^®

W. Take a light-hearted/fun/action approach; Be willing to change and be flexible; Use humor and an easy-come easy-go manner; be spontaneous.

X. Take a bottom-line approach; Explain directions step by-step; Look for law, order, and routine; be prepared.

Y. Take a serious approach; show interest and patience; be calm; supply details and allow more time for decisions; use new and innovative ideas.

Z. Take a friendly approach; show genuine concern and smile; allow them to express themselves; respect their feelings and show appreciation.

• W = adventurers; X = builders; Y = planners; Z = relaters

• W = builders; X = planners; Y = relaters; Z = adventurers

• W = planners; X = adventurers; Y = relaters; Z = builders

• W = relaters; X = builders; Y = adventurers; Z = planners

Which statement below would help most in any conflict resolution process?

• Stick to the facts and figures of the situation.

• Communicate in a way the other person is more likely to hear you.

• Deal with the person's feelings and emotions first.

• Communicate in the way you like to be treated.

____________ is the settlement of differences reached by mutual concessions.

• Conflict

• Debating

• Consensus

• Compromise

What is Negotiation

• the final solution of a problem

• express regret for a wrong

• discussion aimed at bringing about a settlement

• working with opposite sides in order to resolve a dispute

What is apologize?

• the final solution of a problem

• express regret for a wrong

• discussion aimed at bringing about a settlement

• none of the above