Conflict Management

Conflict according to the Office of Quality Improvement is:

• A disagreement or clash between ideas, principles, or people.

• A harmonious agreement between parties.

• A process of decision making that involves no disagreements.

• A state of complete peace and understanding.

Some consequences of conflict in the workplace are:

• Increased productivity

• Improved communication

• Decreased morale

• Enhanced teamwork

Fill in the blank: Conflicts can negatively impact a business and its employees, resulting in lack of motivation, reduction in productivity, and loss of ________.

• morale

• revenue

• customers

• efficiency

According to the passage, what can cause a conflict?

• Differences in opinion

• Lack of communication

• Resource scarcity

• All of the above

According to the National Institute for Occupational Safety and Health, what percentage of American employees felt stressed at work?

Power in the context of relationships and conflict management is defined as:

• The ability to influence or control the behavior of others.

• The capacity to create and maintain harmony.

• The skill to avoid conflicts entirely.

• The knowledge to understand all perspectives.

Without trust, parties will have a hard time believing the other parties will work for mutual interest, rather than solely seek benefits for themselves.

• True

• False

In the 1970s, Kenneth Thomas and Ralph Kilmann identified five distinct styles of handling conflict. These styles are classified based on two dimensions-- assertiveness and ________.

• cooperativeness

• aggressiveness

• passiveness

• competitiveness

The importance of using positive language in conflict management is:

• It escalates the conflict.

• It helps in de-escalating the conflict.

• It has no impact on the conflict.

• It makes the conflict worse.

The role of a third party in conflict resolution is to:

• mediate between conflicting parties

• escalate the conflict

• ignore the conflict

• take sides with one party