training : web-based training : communication skills : handling workplace conflicts : quiz

Handling Workplace Conflicts

Quiz for CE Credit

This quiz consists of multiple choice questions with one correct answer. Please select one answer for each question, then click the Submit Answers button at the end of the quiz.

1. One technique a supervisor can use to reduce the fear in conflict resolution is to: a) Acknowledge the feelings of the worker. b) Delay hearing the concerns of the worker until they meet. c) Ask the worker to be more specific about the concerns. d) Be aware that blaming the worker does not solve the problem.

2. Which statement is a good example of the supervisor "staying in the conversation" in conflict resolution? a) Acknowledge the worker’s feelings. b) Delay hearing the concerns of the worker until they meet. c) Ask the worker to be more specific about the concerns. d) Recognize that he/she plays an important part in the conflict.

3. Select the statement that has the correct terms for the four levels of conflict. a) Trying, Realistic, Face Saving and Communication. b) Topic, Reality-based, Fear Reduction and Communication. c) Topic, Relationship , Face Saving and Communication. d) Topic, Relationship, Fear Reduction and Clarity.

4. Which of the following statements identifies the "topic" level of conflict? a) Preserving dignity. b) Paying attention to strong emotions. c) Delegating tasks. d) Crystallizing the main problem.

5. Which statement describes one of the principles of conflict resolution? a) Conflicts and difficult conversations are essentially the same. b) In each conflict, it’s important to identify and reduce anxiety. c) In each conflict, it’s important to find mostly positive things to communicate. d) Some people are simply difficult and can’t be dealt with.

6. The "power differential" is an aspect of which level of conflict? a) Topic. b) Relationship. c) Face saving. d) Communication strategy.

7. Which of the following statements identifies the "relationship" level of conflict? a) Preserving dignity. b) Paying attention to strong emotions. c) Delegating tasks. d) Crystallizing the main problem.

8. All of the following, except one, are factors important in “face saving”. Select the one that does not apply. a) Preserves dignity. b) Avoids feelings of failure. c) Goes both ways. d) Decreases self-confidence.

9. Separating discussion from decision making is an important concept in which level of conflict? a) Topic. b) Relationship. c) Face Saving. d) Communication strategy.

10. Which one of the following does not help in “troubleshooting” conflicts? a) Solving the problem. b) Preserving the relationship for the future. c) Focusing on "communication strategies". d) Remembering TRFC. Moving from one level to the other when stuck.

11. Which of the following statements is true? a) It is important to resolve the problem, regardless of what happens to the relationship. b) It is important to resolve the problem and at the same time preserve the current and future relationships. c) It is important to resolve the problem, preserve the current relationship, and worry about the future working relationship later. d) It is important to preserve the relationship even though this might not resolve the problem.

back to top