Conflict on the Job

Conflict means

• a serious disagreement.

• an agreement.

• in good terms.

• cohesion.

Conflict resolution is the process of

• using negotiation to resolve the problem.

• solving a dispute or disagreement between two or more people.

• identifying solutions and improving relationship between the people in conflict.

• all of the above

Which of the following is NOT an advantage of conflict resolution?

• understanding more ideas, background and beliefs about a person/group.

• ensuring that better relationships continue and grow.

• making use of resources like time, energy, and reputation to better use in the workplace.

• losing customers and breaking relationships.

Who can be part of a conflict?

• individual coworkers

• managers

• service provider and a customer

• all of the above

What is the first step in conflict resolution?

• Understand the conflict

• Communicate both sides

• Identify a common goal

• Brainstorm solutions

What is step no. 4 of the conflict resolution?

• Communicate both sides

• Identify a common goal

• Brainstorm solutions

• Agree on a plan of action

In this step, different solutions are identified for both parties involved and each can accept and see where there is common ground and identify a solution that's a win-win for both people parties involved.

• Identify a common goal

• Agree on a plan of action

• Brainstorm solutions

• Understand the conflict

Are complaints beneficial to a company?

• Yes

• No

In the listening activity, the presenter says one reason to welcome complaints is that it shows confidence in the service provision. What other reason(s) does he give?

___ thinking is when you wait for a problem to happen.