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Jan 9, 2024

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Answer Key Question Answer Concept: What is Conflict? Rationale: 1 c Both George and Jeff have unmet needs (George to get home, and Jeff to complete his work in a timely fashion) that seem to be caused by a policy within the organization that requires them to take specific actions. Although they are arguing with each other, the source of their conflict is the structure of the company's policy. Concept: The Discomfort Stage of Conflict Rationale: Although your seating situation is changing, there is no indication given to indicate that sharing your cubicle with the new person will lead to unmet needs for either of you. Therefore, this is a pre-conflict situation. Concept: The Discomfort Stage of Conflict Rationale: This statement indicates that Heather has needs that are not being met because of her husband's mother's frequent visits and is feeling discomfort but has not yet made the other party aware of her role in the conflict. Concept: The Incident Stage of Conflict Rationale: In this situation, a concrete occurrence in your relationship with your son has made you aware that his actions play a role in your needs not being met. This is the defining status of the incident stage of conflict. Concept: The Misunderstanding Stage of Conflict Rationale: Unless Frank makes his neighbor aware of his feelings and discovers that he is mistaken about why the neighbor did not respond to his greeting, the misunderstanding stage of conflict will continue and potentially escalate. Concept: The Tension Stage of Conflict Rationale: Carla's statements indicate that she believes that her supervisor has negative intentions behind how he evaluates her work ("insults") and how he communicates to others about her. Attributing negative motives to the other party in a conflict begins in the tension stage. Concept: The Crisis Stage of Conflict 7 a Rationale: Taking extremely negative views of the other party and taking active steps to harm them are the characteristics of the crisis stage of conflict. Concept: Resolution and Post-Conflict Rationale: Had the conflict been resolved and entered the post-conflict stage, the parties would not have escalated to physical violence, but instead would have begun restoring their relationship and communication. Concept: Overview of the 5 Conflict Styles Rationale: Martin's statement indicates a collaborating style, because he declares his intent to develop a proposal that meets Samir's needs as well as his own. Samir's statement indicates that he is willing to sacrifice his needs in favor of Martin's which is the basis of the accommodating style. Concept: Conflict Styles: Accommodating Rationale: This statement indicates that the speaker is willing to sacrifice their own needs so that the other party can have their needs met, which is the basis of the accommodating style. Concept: Conflict Styles: Avoiding Rationale: This statement indicates that the speaker is willing to go without having their needs met and with not working to meet the other party's needs, thus avoiding the conflict. Concept: Conflict Styles: Competing Rationale: This statement indicates that the speaker is prioritizing their need to demonstrate responsibility over the other party's need to protect them. Prioritizing one's own needs over the other party's is the basis of the competing conflict style. Concept: Conflict Styles: Compromising Rationale: Based on the scenario, both Kendra and Marcus have a need to eat together, a need to enjoy their own food, and a need to feel that the other is enjoying their food as well. In this statement, Marcus is suggesting that he is willing to partially meet his own needs and partially meet Kendra's, which is the basis of the compromising conflict style. Concept: Conflict Styles: Collaborating Rationale: In this statement, Celia is proposing a way to meet Vinnie's need to downsize and her own need to maintain her current friendships at the same time. Working to meet both parties' needs fully and simultaneously is the objective of the collaborative style. © 2023 SOPHIA Leaming, LLC. SOPHIA is a registered trademark of SOPHIA Leaming, LLC. Page 10

17 20 21 22 Concept: Intercultural Conflict Styles and Inventory Rationale: Samir's comment suggests that the client follows (and expects Martin and Samir to follow) Japanese business rules and practices, which he believes are less competitive and authoritative than those Martin wants to follow. This is an example of a difference in styles across cultures. Concept: Mediation as a Conflict Resolution Process Rationale: In evaluative mediation, the parties agree to empower the mediator to decide on a resolution to their conflict if, after a certain amount of time, they are unwilling or unable to decide on a solution themselves. Concept: Arbitration as a Conflict Resolution Process Rationale: Arbitration can be performed by a single person or a group called a tribunal (or sometimes a panel) in order to generate more perspectives on the conflict being decided upon. Concept: Conciliation as a Conflict Resolution Process Rationale: Conciliation is a conflict resolution process in which the intervener (conciliator) meets individually with each party, working to obtain concessions from each. This process meets Sari's need to resolve the conflict without speaking to her ex-boyfriend directly. Concept: Collaborative Law as a Conflict Resolution Process Rationale: Collaborative law is a process in which divorcing parties work with a mediator to craft a mutually satisfactory divorce agreement and to maintain or improve their communication and ability to collaborate. Concept: Shuttle Diplomacy as a Conflict Resolution Process Rationale: Conciliation allows the conciliator to take account of emotional issues and actively seek concessions from each party, whereas shuttle diplomacy involves only the communication of messages from one party to the other. Concept: Restorative Justice as a Conflict Resolution Process Rationale: One of the purposes of restorative justice processes is to help re-establish community harmony, trust, and safety that have been damaged by the actions of an offender. Concept: Choosing the Right Resolution Process Rationale: One objective of a mediation process is to improve the communication and relationship between the parties in conflict, making mediation the best option in this situation. © 2023 SOPHIA Leaming, LLC. SOPHIA is a registered trademark of SOPHIA Leaming, LLC. Page 11

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