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1. What is the first step in effectively dealing with conflict?

  • Ignoring the issue and hoping it goes away
  • Accusing the other party of wrongdoing
  • Identifying the source of the conflict
  • Immediately escalating the conflict to a higher authority

2. Which communication style is generally most effective in resolving conflict?

  • Aggressive
  • Passive
  • Passive-aggressive
  • Assertive

3. What does active listening involve?

  • Interrupting frequently to share your own perspective
  • Planning your response while the other person is speaking
  • Paying close attention and seeking clarification
  • Active listening requires full attention and asking questions to ensure understanding.

4. Compromise in conflict resolution means:

  • Giving up everything to appease the other party
  • Finding a solution where both parties partially achieve their goals
  • One party completely wins and the other loses
  • Compromise allows both parties to give and take to reach a mutual agreement.

5. Empathy in conflict resolution involves:

  • Ignoring the other person's feelings
  • Trying to understand the other person's perspective
  • Immediately judging the other person's actions
  • Only focusing on your own feelings

6. What is a key benefit of resolving conflict constructively?

  • Increased animosity
  • Strengthened relationships
  • Reduced productivity
  • More workplace stress

7. When is it appropriate to involve a mediator in a conflict?

  • Always, even for minor disagreements
  • When parties are unable to reach a resolution on their own
  • Never, it shows weakness
  • Only when legal action is threatened

8. What should you avoid during a conflict?

  • Using 'I' statements to express your feelings
  • Staying calm and respectful
  • Making personal attacks or insults
  • Active listening

9. After resolving a conflict, it's important to:

  • Review the process and learn from the experience
  • Ignore the issue and move on
  • Hold a grudge
  • Immediately start a new conflict

10. Which of these is NOT a common conflict resolution technique?

  • Collaboration
  • Competition
  • Accommodation
  • Procrastination

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