Unit 9, Conflict Resolution Pretest

Which of the following is a key goal of conflict resolution in the workplace?

• To avoid confrontation

• To resolve issues and build better working relationships

• To promote competition

• To punish those involved in the conflict

What is the first step in resolving a conflict at work?

• Assigning blame

• Understanding the issues involved

• Choosing a mediator

• Agreeing on a solution

Which of the following is an important aspect of effective communication during conflict resolution?

• Listening to understand the other party's perspective

• Interrupting to make your point

• Focusing only on your own opinion

• Ignoring emotions in the conversation

Which conflict resolution style focuses on collaboration and finding a solution that satisfies both parties?

• Avoiding

• Accommodating

• Competing

• Collaborating

What is the purpose of using empathy in conflict resolution?

• To sympathize with the other person's feelings

• To understand the other person's perspective and emotions

• To make the other person feel guilty

• To ignore emotions in the conversation

Which of the following conflict resolution strategies involves finding a middle ground?

• Competing

• Avoiding

• Compromising

• Accommodating

What does “active listening” involve in conflict resolution?

• Waiting for your turn to speak

• Focusing on your own thoughts

• Repeating back what the other person says to ensure understanding

• Interrupting the other person to share your opinion

Which of the following is a benefit of mediation in conflict resolution?

• It forces both parties to agree

• It provides a neutral third party to guide the conversation

• It allows one party to win

• It immediately resolves all issues

Which conflict resolution strategy may be used when maintaining harmony is more important than the issue at hand?

• Competing

• Avoiding

• Accommodating

• Collaborating

Which of the following best describes the “avoiding” conflict resolution style?

• Directly addressing the conflict without delay

• Ignoring the conflict and hoping it goes away

• Allowing others to make decisions for you

• Finding a solution that satisfies both parties