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WorksheetsConflict Management
Total questions: 40
Worksheet time: 30mins
What is a conflict?
A disagreement between two people over an idea
A disagreement between multiple people physically
A battle
All of the answers
Which of these is the closest definition to AVOIDING
The problem is ignored, relationships are hurt by the delay in tackling the conflict
One person in the conflict does whatever they can to make the other happy, even if that means they don't get what they want
Both sides decide to come up with a solution that works in everyone's favor and gets their goal
Both sides decide to come up with a solution that almost works in everyone's favor but everyone had to give up a little to get their goal
You do whatever you can to get your end goal, even if that means feelings are hurt along the way
A settlement or differences in which each side gives up something; a middle course.
compromise
coflict
resolution
assumption
An attempt to manage conflict by giving into the demands is:
accommodating
withdrawing
computing
“It's not my problem” would be a response from an individual who uses which conflict management style?
avoidance
compromise
collaboration
When partners in conflict focus on shared interests, they
try to establish standards for an acceptable solution
use problem-solving techniques to generate a solution
emphasize common interests, values, and goals
Which of the following is not one of the causes of conflict?
Manager did not set clear objectives and expectation of the project scope.
Manager arrange a meeting with Employee privately and was asking non-relevant personal questions during office hour.
Employee schedule a meeting with Manager to catch up on his Performance Appraisal.
Employee A deliberately give the wrong information to employee B for presentation to Manager.
Which of the following conflicts can be categorised as a group conflict?
Conflict between coworkers in the same team
Conflict between a company's sales and marketing departments
Conflict between a customer and a service representative
Conflict between an employee and his manager
Virtual teams may be more vulnerable to conflict due to miscommunications?
True
False
What is the most IDEAL form of Conflict Management?
Competing
Collaborating
Avoiding
Accommodating
Compromising
What is the most IDEAL form of Conflict Management?
Competing
Collaborating
Avoiding
Accommodating
Compromising
Saying "Your lunch stinks" will (a) the conflict.
I would like to be treated with kindness (a)
I already have plans this weekend, but thanks for inviting me. (b)
How dare you talk to me like that (c)
Why would I want to come to your party? (d)
Which among the following image is a win win situtation? Mark the spot.
Avoid it: Instead of trying to work things out, we complain or gossip to others.
Is it a healthy or an unhealthy way to manage a conflict?
Healthy
Unhealthy
Win Win: We use creativity and work together to come up with a solution that works 100% for both of us. Even better than compromise; everybody gets what they want. This takes patience, being able to manage our emotions, and keeping an open mind.
Healthy
Unhealthy
Even though the project meant a lot to Ben (manager), he decided to follow Amy’s ideas to complete the project as he did not want her to feel demoralised.
Avoiding
Competing
Collaborating
Compromising
Accommodating
As a manager, what should you do to resolve conflict?
Talk to people separately
Bring everyone together and talk
Have a neutral third party present during discussions
Admit that everyone involved is right
For a manager, part of conflict resolution is to:
Wait until someone quits
Acknowledge the emotions
Transfer the most troublesome employee
Ignore the emotions and get to the facts
One of the ground rules for solving conflicts is to:
Ensure that everyone is heard
Use nonverbal communication
Rely on adults behaving properly
Maintain a sense of humor
To keep a conflict resolution meeting controlled and productive you should:
Allow participants to leave whenever they want
Use a stopwatch to establish time limits
Take notes on what each person says
State ground rules
To discover viewpoints concerning conflict:
Send out a questionnaire
Ask open-ended questions
Hold individual interviews with participants
Survey everyone using simple Yes-No questions
What would you do if one of the parties in the conflict would not open up and talk?
Ask more open-ended questions
Assume that person is disinterested
Allow private conversations among participants
Suggest solutions and ask for a show of hands
How do you get conflicting parties to agree on the problem?
Agreement is not necessary to resolve the problem
Warn them of consequences if there is not agreement
Suggest solutions and ask for a vote
Paraphrase what you hear
As a manager, how do you define the problem that is causing the conflict?
Restate the differing points of view for clarification
Record the group discussion and study it afterwards
Put people in small groups to brainstorm solutions
Encourage emotional outbursts (arrebatos emocionales) to relieve stress
After the team has defined the problem you will:
Invent a solution
Create a plan of action
Change operating procedures
Assign blame and responsibility
If you create an action plan to resolve the problem you should:
Submit it for approval
Focus on changing behaviors
Have all parties sign the plan document
Let everyone vent personal frustrations
Constructive and destructive conflict are distinguished from each other in which of the following ways?
a. constructive conflict is We-oriented; destructive conflict is Me-oriented
b. constructive conflict is characterized by de-escalation of the conflict; destructive conflict is characterized by escalation of the conflict
c. constructive conflict is characterized by cross-complaining; destructive conflict is characterized by flexibility
d. both a and b
Constructive and destructive anger can be distinguished from each other by the ....
a. intensity of the anger
b. flexibility of the anger
c. duration of the anger
d. both a and c
Which of the following is not a characteristic of conflict?
a. expressed struggle
b. independent parties
c. perceived incompatible goals
d. perceived interference for outside parties
Your relationship with one of your colleagues is under a lot of stress lately, and his/her behavior has begun to trouble you greatly. Which of the following are ways to manage the anger of your partner?
a. validate your colleague
b. be asymmetrical
c. probe
d. all of the above
You have continued conflict with your peer, but you hide it from your boss. This speaks to which dichotomy ...
a. openness/closeness
b. inclusion/exclusion
c. revelation/concealment
d. connection/autonomy
The process of forgiveness includes which stages?
a. hating what was done to us
b. hurting from the wrong done to us
c. forgetting what was done to us
d. both a and b
Which of the following can be validly concluded from research on intercultural conflict management?
a. collectivist and individualist cultures typically favour different conflict management styles
b. the key to effective intercultural conflict management is flexible use of conflict management styles
c. disagreement should be discouraged when communicating with individuals from diverse cultures
d. both a and b
Conflict is ?
a. an unavoidable fact of life
b. sometimes constructive
c. a destructive force in relationships if continually avoided
d. all of the above
Your relationship with one of your colleagues is under a lot of stress lately, and his/her behaviour has begun to trouble you greatly. Though you both are not working on any project jointly, you are concerned about the way he/she is behaving with everyone. Even he/she had an argument with you regarding joining one of the important meetings organized by you.
Which of the following are ways to manage the anger of your partner?
a. validate your colleague – try to empathize and understand what the situation is, and what is
triggering such behaviour
b. offer help – speak to him/her and seek if there is anything that, you can help with to make things easier
c. probe – find the right time to sit and discuss and ask some subtle but relevant questions to
understand his/her issues
d. all of the above
You and your peer have had a heated disagreement. Emotions are raw, and feelings have been hurt. You approach your partner after a brief silence: "I'm sorry I attacked you like that. I got angry and said things I didn't mean." This is an example of the collaborating tactic called
a. integration
b. confrontation
c. expanding the pie
d. smoothing
All of these are benefits to conflict management except:
Effectiveness in workspace
Stronger support from team members
Decrease in stressful situations
Less complaints from team members
Higher stress between team members
What are some de-escalation tips? (Multiple Choice)
Stay calm, appear non-threatening
Be alert and aware of the situation
Raise your voice and let them know who is the boss
Make a personal connection and empathize
Create a sense of comfort and common ground
Competing takes on what kind of approach?
Highly Assertive and uncooperative
Highly Unassertive and uncooperative
Cooperative and unassertive
Assertive and cooperative
Moderately assertive and cooperative
