WRS - Conflict Resolution

Shauna works at an advertising agency and recently had a verbal argument with a co-worker, Ashley. Since then, Ashley has openly treated Shauna with insulting behavior. What is the BEST way for Shauna to resolve this conflict?

• Report Ashley to the human resources manager

• Let these inappropriate actions go because it will get better with time

• Ignore Ashley but make sure her peers know

• Write an email to her parents explaining the situation and asking for help

You have been working on a game design project with your manager who has been repeatedly using inappropriate language which makes you uncomfortable. What should you do?

• Remain calm and report the inappropriate language to fit in eh problem to the manger's boss

• Directly confront the manger about the situation

• Ask the manager to stop speaking in such an inappropriate way

• Join in with the use of the inappropriate language to fit in

The first step in the problem-solving process is to ______.

• analyze the problem

• determine the goals

• define the problem

• generate solutions

Conflict Resolution is ______.

• resolving conflict with violence

• ignoring conflict

• none of the listed

• negotiating diplomatic solutions to personal/workplace issues

______ is the act of conferring with another so as to arrive at the settlement of some matter.

• Tact

• Negotiating

• Conflict

• Hostility

One technique a supervisor can use to reduce the fear in conflict resolution is to _______.

• acknowledge the feelings of the worker

• delay hearing the concerns of the worker until they meet

• ask the worker to be more specific about the concerns

• penalize both workers involved in the conflict

Which of the following statements is true?

• It is important to resolve the problem, regardless of what happens to the relationship.

• It is important to resolve the problem and at the same time preserve the current and future relationships.

• It is important to resolve the problem, preserve the current relationship and worry about the future working relationship at a later date.

• It is important to preserve the relationship even though this might not resolve the problem.

The first thing to do when resolving conflict with someone else is to:

• Assertively but diplomatically state your perspective

• Brainstorm possible solutions to the problem

• Slap some sense into them

• Listen to their perspective

When resolving conflict it is essential to make the most eye contact in which of the following circumstances:

• When you are brainstorming

• When you are problem-solving

• When you are listening

• When you are assertively stating your point

There are 5 basic ways of handling conflict in the workplace. Which list states these correctly?

• Competing, Compromising, Collaborating, Avoiding, & Accommodating

• Competing, Collaborating & Avoiding

• Competing, Conflicting, Avoiding, Friending, & Accommodating

• Compromising, Insulting & Avoiding