Communication and Conflict Resolution Quiz

What is the first tip for effective communication and conflict resolution?

• Be passive

• Be aggressive

• Be specific

• Be vague

According to the tips listed in the hand-out we read and discussed, what should you keep your complaints focused on?

• The unknown

• The present

• The future

• The past

What approach does the text suggest for delivering complaints?

• Judging

• Arguing

• Reporting

• Ignoring

What kind of absolutes should you avoid using in your complaints?

• Frequently and infrequently

• Often and seldom

• Sometimes and rarely

• Always and never

What are you entitled to do according to the text?

• Explain why something matters to you

• Demand others to live for your needs

• Ask others to do things your way or you will "drop the mike"

• Force others to agree with you by giving an ultimatum

What does the text suggest using whenever possible to make complaints?

• Frustration

• Sadness

• Anger

• Kindness

What does the text recommend using to de-criminalize the offense being complained about? (In other words, if you are upset with someone's behavior/policy/expectations, what is a constructive way to address this?)

• Punishment

• Criticism

• Compassion

• Judgment

What kind of requests should you make instead of demands?

• Polite requests

• All or nothing requests

• "If you don't...I will..."

• Unreasonable requests

According to the text, what should you avoid assuming when making a complaint?

• Everyone's way is right

• Your way is the only right way

• Your way is the wrong way

• There is no right way

Which of these strategies is NOT a constructive way to prevail in bringing about change?

• Appealing to one's emotions

• Appealing to one's sense of logic

• Appealing to one's fears

• Appealing to one's sense of ethics