WorksheetsDifficult Interactions
Total questions: 20
Worksheet time: 13mins
What are the two ways to resolve conflict discussed in the book?
Negotiation
Problem solving
Mediation
Questioning
What is the difference between conflict and resistance?
Resistance involves goal attainment and conflict involves a reaction to change
Conflict involves goal attainment and resistance involves a reaction to change
Conflict involves anger while resistance is passive.
Resistance is the right way to handle difficulty and conflict is the wrong way.
Which is NOT a cause of resistance discussed in the book?
Concerns about the proposed change
Concerns about the personal impact of the change
Concerns about others involved in the change
Concerns about when the change will happen
Which are the 4 major causes of conflict?
Conflict between individuals with different goals
Conflict between individuals with the same goals
Conflict about power
Conflict within organizations
Conflict within individuals
The 4 persuasion approaches are:
behavioral, consistency, perceptual, and functional
behavioral, personal, emotional, and physical
functional, exceptional, reciprocal, and behavioral
consistency, timely, proficiency, and perceptual
What are the 5 typical professional conflict response styles?
Accommodating, Avoiding, Aiming, Aiding, Alarming
Helping, Angering, Compassion, Give-and-take, Winning
Creating, Conducting, Consensus through Collaborating, Compromising, Competing
Accommodating, Avoiding, Consensus through Collaborating, Compromising, Competing
Negotiations only occur on small, day-to-day matters.
True
False
Why is conflict inevitable? (Choose 3)
Rudeness is becoming more common.
Isolation is being replaced with collaboration.
Valuing individual opinions and perspectives is being favored over the more traditional impersonal model.
Leadership approaches have changed to allow for more staff involvement in decision making.
It is important to stand your ground and not to give in.
You should always take the other participant’s culture into consideration when involved in a conflict.
True
False
Conflict about power is about each individual's perceived sense of power.
True
False
Which is a principle of successful negotiation?
Keep only your own culture in mind.
Reduce emotional component.
Demand that they agree that your point of view is correct.
Worry about only those involved.
Resistance is a struggle that occurs when individuals, interdependent with others, perceive that those others are interfering with their goal attainment.
True
False
In any type of mediation, (a) is essential.
When someone does something that irritates me, my tendency in communicating with the offending person it to say and do nothing.
Which conflict management style would this be an example of?
Avoiding
Competing
Accommodating
Collaborating
Resistance occurs only in response to a perceived impending change.
True
False
Dealing with parents who do not want their child being referred for special education services.
Is this an example of conflict or resistance?
Conflict
Resistance
Which of the following are persuasion strategies mentioned in the book? (Multiple correct answers)
Seek ways to provide incentives
Clarify ownership of the task or activity
Propose changes within the value system of others
Be sensitive to adult learning preferences
Obtain feedback from participants
Education has evolved a systemic means of considering conflict as part of the work environment and has developed models for resolving it.
True
False
Homeostasis refers to the tendency of some individuals and systems to prefer sameness to change.
True
False
Which of the following describe the 'consensus through collaboration' conflict management style? (Multiple correct)
Reaches the most satisfying result
Does not involve the elements of collaboration
Often includes developing a completely new alternative to solve the conflict
Requires trust
