Conflict Management

Imagine Luna, Abigail, and Emma are part of a school project team. Which of the following scenarios can be categorized as a group conflict?

• Luna and Abigail, who are on the same team, have a disagreement

• There's a conflict between the sales team (Luna and Emma) and the marketing team (Abigail)

• Emma, a customer, has a disagreement with Luna, a service representative

• Abigail, an employee, has a conflict with her manager, Emma

Arjun, Aria, and William were having a heated debate in their psychology class. According to Dr. Sandra Collins, whose theory they were discussing, what are the three major types of factors which cause conflicts?

• Relationship factors, personal factors, situational factors

• Personal factors, perceptional factors, situational factors

• Situational factors, relationship factors, perceptional factors

• Relationship factors, perceptional factors, personality factors

James, Noah, and Arjun are discussing a concept in their social studies class. They are trying to define the ability to perform an action or the possession of control or influence over others. Can you help them identify the correct term?

• Trust

• Perception

• Personality

• Power

Abigail, William, and Arjun work at a bookstore managed by David. David has a habit of directly pointing out others' mistakes, which some employees find rude and aggressive. Which of the following can cause such a conflict?

• Concern over job security

• Lack of trust

• Differences in work styles

• Diversity in the workplace

During a group discussion, Liam, James, and Ava are discussing conflict management styles. Which of the following statements is likely to be used in the avoidance conflict management style?

• This is your problem, not mine.

• Whatever you decide works for me.

• I don't want to talk about it.

• I can help you on this issue.

During a heated debate in class, Susan and Lee disagreed on a topic. Liam, Aria, and David were watching the argument unfold. Susan offered to give up part of her interest if Lee gave up part of his. This is an example of what type of conflict management style?

• Avoidance

• Compromising

• Collaborative

• Competitive

Elijah, Grace, and Michael are having a lively discussion. Elijah asks, "Could you give me an example of what you mean?". This is an example of which of the following active listening skills?

• Asking clarifying questions

• Asking people to share their perceptions

• Controlling emotions

• Capturing non-verbal cues

Imagine this scenario: Evelyn, the manager of a bustling restaurant, was a bit miffed because Daniel, one of the waitstaff, had missed work twice without any heads-up. But instead of saying, "Daniel, you're as unpredictable as a cat on a hot tin roof,” Evelyn asked, "Elijah, could you maybe give me a little advanced notice when you won't be able to work?". Which of the following positive language skills best describes Evelyn's communication style?

• Using a relational statement

• Asking a reflective question

• Dealing with emotion

• Using a specific behavioral statement

Mason, Isla, and David are having a friendly debate. They believe they can reach a solution, but they need a third party to manage the process. Who should they involve from the following options?

• A mediator

• A facilitator

• An arbitrator

• An adjudicator

Imagine Charlotte, Benjamin, and Nora are playing a game. In this game, one of them is given authority and hears all sides of a case, discusses it with each party and makes a final judgment based on the information gathered. Who is playing this role?

• A mediator

• A facilitator

• An arbitrator

• A negotiator