Active Listening and Conflict Resolution Strategies in Unit 3

1 20/21  that's 95% RETAKE  20 questions were answered correctly . 1 question was answered incorrectly . Joe borrowed his father's car to go to a football game, and got into an accident on the way home. When his father, Devon, found out, he was very upset, and the two got into an argument over who was responsible. Devon demanded that Joe take the car to the shop and pay to have it fixed right away, but Joe said that if he did that, he wouldn't be able to afford to go to any of the school dances. At that point, Joe's mother stepped in. Which of the following statements would be the best demonstration of active listening by Joe's mother? ●   ● "Joe, you wrecked your father's car. You should take responsibility for your actions."  "Devon, I understand why you are so upset with Joe and want him to pay for the repairs." UNIT 3 — MILESTONE 3 20/21 

CONCEPT → Active Listening Overview 2 CONCEPT → Moving from Positions to Interests Report an issue with this question When parties trade elements of their positions back and forth, this is called __________. Report an issue with this question ●   ● "Devon, honey, don't be so hard on Joe. He's only a kid!" ● "Devon, school dances are extremely important to our children. We can't prevent Joe from going— that's too harsh!" ● mediation ● win-win thinking ● interest-based negotiation  positional bargaining UNIT 3 — MILESTONE 3 20/21 

3 CONCEPT → Prioritizing and Interlinking Options 4 Which of the following is a way to order options by priority? Report an issue with this question Which of the following interest types is considered non- negotiable in conﬂict resolution? ●   ●   ● By the general brainstorming list  By importance to both parties ● By parties' demands ● By each individual's generated list ● An interest that requires the other party to make too much effort  An interest that is a value tied to a person’s sense of self UNIT 3 — MILESTONE 3 20/21 

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CONCEPT → When Interests Are Values 5 Report an issue with this question Which of the following is an element of an effective problem statement? ●  ● An interest that is very specific regarding what is needed or wanted ● An interest that is not disclosed at the beginning of a mediation ● Ensuring that the parties rank their positions in order of importance ● Making certain that the problem statement is crafted by the mediator alone ● Designing the problem statement so that each party makes an equal number of concessions UNIT 3 — MILESTONE 3 20/21 

CONCEPT → Creating a Problem Statement 6 CONCEPT → Resolution Requires Repetition 7 Report an issue with this question Which of the following is a reason for repeating a stage of a conﬂict resolution process? Report an issue with this question  ●   ●   Describing a conﬂict as a problem to be solved jointly by the parties  To help clarify parties' interests ● To encourage parties to change their positions and interests ● To delay agreement ● To select a new method of conﬂict resolution UNIT 3 — MILESTONE 3 20/21 

CONCEPT → Asking Clarifying Questions 8 A short answer question reveals facts through which of the following? Report an issue with this question Which of the following would be a reason for a mediator to hold a private meeting with a party?  ●   ● A detailed explanation ● A yes or no  A single word or brief statement ● A confirmation ● To tell a party that he or she is making unreasonable demands  To make a process check ● To encourage the party to hold fast to a good position UNIT 3 — MILESTONE 3 20/21 

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CONCEPT → Private Meetings and Confidentiality 9 CONCEPT → Ownership of the Resolution Process Report an issue with this question Select the option that best describes "ownership" of the resolution process. ●   ● To tell a party not to react so strongly to the other party’s statements  The sense that parties have control over their participation as well as the process being used ● The sense that parties will actively participate in a specific process ● The desire for each party to want to participate in a process ● The ability of each party to take responsibility for any solution that results from the process UNIT 3 — MILESTONE 3 20/21 

10 CONCEPT → I-Statements 11 Report an issue with this question In conﬂict resolution, putting the focus on a party's specific actions rather than the party's innate qualities is called which of the following? Report an issue with this question Kyla and Rachel were in the middle of a huge argument when Kyla announced, "I'm going for a walk. We can talk about this more when I get back." Which of the following assertive communication techniques did Kyla use? ●   ●   Identity vs. action ● I-statement ● You-statement ● Reaction vs. response Broken record UNIT 3 — MILESTONE 3 20/21 

CONCEPT → Assertive Communication 12 Report an issue with this question Joe is unhappy with some of the technological updates to the internal employee management software. His coworkers have suggested some improvements to the updates, but Joe wants to get rid of them all together. Joe's boss takes Joe aside and says, "I understand that you don't like the changes to the system, but we are going to try the team's suggestions and see how that works." The statement from Joe's boss is example of which of the following?  ●   ●  Defusing ● Fogging ● Content to process shift ● Fogging  Empathy/validation UNIT 3 — MILESTONE 3 20/21 

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CONCEPT → Assertive Communication 13 Report an issue with this question During a break at work, Doug told his coworker, Eric, "I’m fed up with this place! Our boss just yelled at me for 10 minutes because I came in a half hour late this morning. He conveniently forgot that he gave me a project that had me working 14 hours a day over the weekend and that I might be exhausted from getting it done on a tight deadline.” Eric said, “Wow. It sounds like you feel really unappreciated by our boss.” Which active listening skill did Eric use in his response? ●   ● Problem statement ● Broken record ● Summarizing ● Paraphrasing ● Agreeing  Reﬂecting UNIT 3 — MILESTONE 3 20/21 

CONCEPT → Summarizing, Paraphrasing, and Reﬂecting 14 CONCEPT → Creating Effective Agreements 15 Report an issue with this question Which of the following best describes why parties might choose to formally write out a mediated agreement? Report an issue with this question Which of the following statements regarding an impasse is true? ●   ●  ● To ensure all parties' positions have been met ● To ensure the most important needs have been prioritized  To double-check that all parties are satisfied with the solution ● To force each other to obey the agreement UNIT 3 — MILESTONE 3 20/21 

CONCEPT → Impasses 16 Report an issue with this question Which of the following statements about separating people from problems is true?   ●    An entire conﬂict may reach an impasse. ● Some believe there is no such thing as an impasse. ● All of the answer choices are correct. ● A few interests out of many may reach an impasse.  While actions are in a person's immediate control and can be changed, that person's innate sense of "self" is less changeable. ● In order to change a person's behaviors and actions, you should first focus on changing UNIT 3 — MILESTONE 3 20/21 

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CONCEPT → Separating People and Problems 17 Report an issue with this question Jane and Joe continue to have a conﬂict in regards to getting Jane's timesheet turned in on time. Because Jane travels, she is often not in the oﬃce with her work laptop when the timesheet is due. Based on the information given, which of the following is the most feasible option for resolving the conﬂict? ●   that person's innate sense of "self." ● When a person's actions or behaviors are not appropriate, it is because of who that person is. ● A person's innate sense of "self" is unstable and thus most often the cause of conﬂict.  Jane could travel with her work laptop and submit her timesheet remotely. UNIT 3 — MILESTONE 3 20/21 

CONCEPT → Evaluating Options 18 Report an issue with this question Which of the following is an assumption of the win-win approach to conﬂict resolution? ●  ● Jane could have another employee submit her timesheet for her. ● Jane could print out her timesheet and mail it to the oﬃce. ● Jane could turn in her timesheet whenever she gets back in the oﬃce. ● Limited resources have to be split between parties. ● The process should focus on the parties' positions rather than their interests. ● For every gain by one party, there is a loss by another party. UNIT 3 — MILESTONE 3 20/21 

CONCEPT → Zero-sum vs. Win-Win Thinking 19 CONCEPT → Understanding the Distinction Between Positions and Interests Report an issue with this question Which of the following is the best definition of an interest? Report an issue with this question  ●    All parties can gain from the resolution of the conﬂict.  What a party needs to have happen to be satisfied and resolve a conﬂict ● A non-negotiable aspect of a party's identity ● A way of getting a party’s needs met in a given conﬂict situation ● An element of active listening intended to show that a message has been understood UNIT 3 — MILESTONE 3 20/21 

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20 CONCEPT → Conﬂict as Partnership Jim and Bob are in a mediation over a landlord-tenant dispute. Bob has said that his main interest is in getting the rent check by the fifth of each month, as the property and maintenance bills are due shortly after. Which of the following statements might a mediator say to Jim to help him see that meeting Bob's needs is as important as meeting his own? Report an issue with this question ●    Is there a reason you cannot give Bob the rent check by the fifth? If not, can we say that this is an interest we need to meet? ● Do you see that Bob isn't intentionally trying to give you a hard time? ● Take a moment to explain to Bob why you don't want to pay by the fifth of each month, to help him agree with your side. ● So you understand that Bob needs the rent check by the fifth of each month, right? UNIT 3 — MILESTONE 3 20/21 

21 CONCEPT → Generating Options Which of the following is a reason that brainstorming requires parties to suspend judgement until they feel that all possible options have been generated? Report an issue with this question ●    All of the answer choices are correct. ● To focus attention, time, and energy on generating as many potential options as possible ● To find possible new ideas in options that may seem unfeasible but might be modified to be effective ● To help further clarify or reveal parties' interests UNIT 3 — MILESTONE 3 20/21 

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sophia conflict resolution Unit 3 Milestone

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