The essentials of Managing Conflict_ GEN1500

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Dec 6, 2023

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15/22 that's 68% RETAKE 15 questions were answered correctly . 7 questions were answered incorrectly . 1 In what way is shuttle diplomacy similar to conciliation?  The conflict resolver makes a decision for the disputing parties.  The conflict resolver meets privately with each party in an attempt to resolve their differences.  The conflict resolver evaluates the case and issues an opinion to the parties in dispute.  The conflict resolver facilitates discussion to improve communication between disputing parties. RATIONALE Both shuttle diplomacy and conciliation are used in cases where parties are unwilling or unable to meet in person, with the intervener meeting privately with each party and relaying information back and forth between them. CONCEPT Shuttle Diplomacy as a Conflict Resolution Process Report an issue with this question 2 A married couple needs a resolution process that will help them to come to an agreement about how to prioritize their finances. Ultimately, their goal is to learn how to communicate more constructively. Which conflict resolution process is the best for this particular conflict?  Arbitration  Mediation

 Conciliation  Collaborative law RATIONALE Mediation seeks to help parties improve their communication and relationship while crafting an agreement that meets each of their needs. CONCEPT Choosing the Right Resolution Process Report an issue with this question 3 Meredith and Jamie are a young, married couple. They recently moved to a new city, and because she hasn't met many people yet, Meredith is feeling a little sad and lonely. One night over dinner, she tells Jamie that she really wants to get a dog. Jamie disagrees, arguing that if they get a dog, they won't be able to go away on vacation as often as they currently do. Their disagreement escalates, and they go to bed angry with one another. Meredith and Jamie are experiencing __________ conflict.  structural  interest-based  relationship-based  values-based RATIONALE Meredith and Jamie each have needs (interests) that seem to be mutually exclusive. A situation in which interests seem to conflict is an interest-based conflict. CONCEPT What is Conflict? Report an issue with this question 4

Select the true statement about collaborative law as a conflict resolution process.  Collaborative law works best when the separating couple is willing to work together toward a solution.  Collaborative law requires a mediator, but the presence of lawyers is optional.  The resolution reached at the end of the collaborative law process is called a participation agreement.  Collaborative law can address the financial issues in a divorce, but not custody issues. RATIONALE Collaborative law is a mediation process, which requires the parties to work with a mediator toward an agreement that meets each party's needs to the greatest degree possible. CONCEPT Collaborative Law as a Conflict Resolution Process Report an issue with this question 5 Daryl and Wendy are meeting with a marriage counselor. Daryl describes their conflict. "When we were first married, we got along great and loved spending time together. Then, over the years, we started to enjoy doing different things and we spent less time together. We both had a sense that something was wrong, but we minimized it. Then one day Wendy told me that she didn't feel like she was in love with me anymore. It broke my heart, but I didn't want a divorce. Lately, though, she seems so unhappy. She doesn't even speak to me—unless it's to exchange subtle insults." Which of Daryl's statements describes the crisis stage of a conflict?  "Then one day Wendy told me that she didn't feel like she was in love with me anymore."  "We both had a sense that something was wrong, but we minimized it."

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 "It broke my heart, but I didn't want a divorce."  "She doesn't even speak to me—unless it's to exchange subtle insults." RATIONALE Daryl's statement indicates that effective communication between him and Wendy has broken down and that she is taking intentional steps to harm him (insults). This is characteristic of the crisis stage of conflict. CONCEPT The Crisis Stage of Conflict Report an issue with this question 6 Tom and his wife, Rebecca, are having a discussion about whether Tom can play poker with his brother and some friends Thursday night, or if he must watch the kids while Rebecca attends classes to receive her nursing certificate. Tom: "I'm going to be late for work. Can we talk about this some other time?" Rebecca: "No, we need to settle this now. The babysitter canceled and my class is tonight. If I miss it, it will be really hard for me to make up the material." Tom: "I'll just skip poker and stay home so you can go to your class." Rebecca: "What if I leave class a little bit early? That way you can hang out with your brother and your friends, even if you're late to the game. Tom: "No, just go. I've got this." Which part of their argument represents the compromising conflict style?  "No, we need to settle this now. The babysitter canceled and my class is tonight."  "I'm going to be late for work. Can we talk about this some other time?"

 "I'll just skip poker and stay home so you can go to your class."  "What if I leave class a little bit early? That way you can hang out with your brother and your friends, even if you're late to the game." RATIONALE Rebecca is suggesting that she sacrifice some of her class time and Tom sacrifice some of his poker time in order for each of them to have SOME time for each of them to do what they want. A solution that partially meets the needs of each party is a product of the compromising style. CONCEPT Conflict Styles: Compromising Report an issue with this question 7 Which statement is most characteristic of the avoiding conflict style?  "Can we put this aside and deal with it another time?”  “Here's what I think we should do.”  “What can we do so that we're both satisfied?”  “If you give a little, I will too.” RATIONALE This statement indicates that the speaker is willing to live with neither their own nor the other party's needs being met rather than engage in a process to resolve the conflict. This is the avoiding style. CONCEPT Conflict Styles: Avoiding Report an issue with this question 8 In which of the following scenarios would conciliation as a conflict resolution process be preferred?

 Jack is in a dispute with his tenant. He needs the dispute resolved quickly, so he is willing to make concessions but is unable to meet with their tenant in person.  Yolanda is looking for a dispute resolution process that will allow her to avoid the court system, but that will empower a third party to make a binding decision.  Ira is having a major disagreement with his father, and he wants a dispute resolution process headed by a neutral third-party group who will make suggestions and offer opinions to a potential agreement.  Hugh and his wife have commenced their divorce proceedings, and they need a conflict resolution process that will help them to talk directly to one another regarding their needs going forward. RATIONALE Because Jack does not want to meet with the tenant face to face but wants to obtain concessions, conciliation would be the preferred process as it allows the conciliator to meet privately with each party to negotiate. CONCEPT Conciliation as a Conflict Resolution Process Report an issue with this question 9 Your neighborhood school has always been highly regarded. In the last few years, though, there have been some changes. Several experienced teachers have left, and the student population has boomed. Parents are growing concerned that the classrooms are too full and the inexperienced teachers don't have the tools to manage the classrooms appropriately. At a recent school board meeting, parents were invited to share their concerns. The meeting quickly devolved into a shouting match between a small, vocal group of parents and the principal. After the meeting, the parents published an op-ed in the local newspaper asking community members to join in their call for the principal's resignation. However, after several more school board meetings, the parents and the principal developed a proposal for change that both sides have agreed to.

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Which of the following best describes the status of the conflict now?  The conflict is in the post-conflict stage even though a resolution has not been reached.  The conflict has not reached the post-conflict stage because it has not yet passed through the crisis stage.  Resolution has been reached, but the conflict may escalate again in the future.  The conflict has de-escalated and cannot escalate again. RATIONALE The parties resolved the conflict through a collaborative process in school board meetings that they felt met their needs at the moment, thus resolving the conflict at this stage. However, depending on the execution of the proposal, some parties may feel that their needs are not met in practice, and the conflict may re-start or re-escalate. CONCEPT Resolution and Post-Conflict Report an issue with this question 10 After 15-year-old Justin's parents got divorced, he began getting into fights at school and staying out past curfew. His behavior escalated, and after Justin got caught selling cocaine, the police arrested him. Justin was charged with multiple drug offenses. A judge sent his case to the new Restorative Justice Community Court that had been created by his county for non-violent offenders. Which of the following is a goal of restorative justice, which the judge might have felt was valuable in Justin's case?  It removes the offender from the community.  It believes that punishment can effectively change behavior.  It asks the offender to take responsibility for his/her actions and their consequences.

 Although victim satisfaction suffers, it is cheaper than the traditional court system. RATIONALE Rather than simply punishing offenders, restorative justice works to help offenders accept responsibility (be accountable for) offenses they have committed and the negative impacts those offenses have had on victims and the community at large. CONCEPT Restorative Justice as a Conflict Resolution Process Report an issue with this question 11 Shante and her husband, Mark, argued over whether to purchase a new car or take a vacation. Mark pushed for a cruise vacation, because he's had no more than two days in a row off work for over a year. Shante pushed for a new car, because it would be three times faster than riding the bus to work. Shante decided she wanted to use a collaborating approach to resolve the conflict. Which of the following would best fit with the collaborating conflict style?  “Okay, Mark, you win. I'll keep riding the bus for the next year so we can have a two-week trip.”  “Mark, you never take my needs seriously! Do you think it's fun riding the bus for an hour to and from work?”  “Mark, neither of us will be happy if one of us is upset. Can we find a way for you to get a break and me to have an easier commute?”  "Maybe instead of going somewhere for a vacation, we could take a drive or stay at home and relax.” RATIONALE In her statement, Shante is indicating that she wants to find a way to meet both her own needs and Mark's needs. Working to find a way to

meet the needs of both parties to the fullest possible extent is the definition of the collaborating style. CONCEPT Conflict Styles: Collaborating Report an issue with this question 12 Select the true statement about arbitration as a conflict resolution technique.  Businesses often seek alternative conflict resolution processes to arbitration because their disputes can be quite technical and difficult for arbitrators to understand.  An arbitration award is only binding if both parties to the dispute agree to the decision.  If one of the parties does not agree with the arbitration decision, they still have a right to a court trial.  Arbitration is often preferred to litigating a dispute in court because it preserves confidentiality. RATIONALE Arbitration is a confidential process, whereas court proceedings are part of the public record and cannot be held confidential. Parties who prefer to keep their dispute (and its resolution) private are thus likely to prefer arbitration in many cases. CONCEPT Arbitration as a Conflict Resolution Process Report an issue with this question 13 Shante and her husband, Mark, are having an argument over whether to purchase a new car or take a vacation. Mark is strongly pushing for a vacation because he has had no more than two days in a row off from work for over a year. Shante is strongly pushing for a new car because she currently rides the bus to work and it takes her three times longer than driving to work would. After some discussion, Mark decides to use a competing conflict style

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in this situation. Which statement would most fit with the competing conflict style?  “Shante, I'm tired of arguing. Let's just deal with this later.”  “You know what? I can hack it a bit longer at work. You work as hard as I do PLUS you have the bus ride. Let's get the car and give you a break.”  “What if we borrowed some money so you could get a car and we could go on the vacation?”  “If I don't get some time away, I'm going to go crazy. You've ridden the bus for years. Why is it such a problem now?” RATIONALE In this statement, Mark is suggesting that not having his needs met is more seriously harmful to him than Shante not having her needs met would be to her. In doing so, he is prioritizing having his needs met over meeting her needs, which is the defining feature of the competing style. CONCEPT Conflict Styles: Competing Report an issue with this question 14 Reena picked up her friend Samara after school and gave her a ride home, like usual. On the ride home, Samara snapped at Reena and complained loudly about the mess in the car. What Reena didn't realize was that Samara had failed a test earlier that day and was actually upset about that. What is the best approach for addressing their conflict at this stage of misunderstanding?  Reena says to Samara, "If you don't like the mess in my car, you can find another person to give you a ride home from school."  Reena ignores Samara's comment and assumes she doesn't actually mean it.

 Reena says to Samara, "Are you really upset about the mess in my car, or is something else going on?"  Reena says to Samara, "You're just as messy as I am— look at your school locker." RATIONALE In this situation, Reena is giving Samara an opportunity to explain the reasons for her anger and resolve a possible misunderstanding between them. CONCEPT The Misunderstanding Stage of Conflict Report an issue with this question 15 Mark and Jennifer, two conflict resolution mediators, met for coffee on Friday morning to make some plans for the weekend. "What can I get you?" asked Mark, when he spotted Jennifer sitting at a table. "The biggest size coffee they sell," Jennifer responded with a sigh. "This week has been crazy. Do you remember that divorce mediation I was telling you about? The one that started last week?" "Sure," said Mark. "I remember that you told the couple that if they couldn't come to an agreement during the mediation process, you would make a final decision for them." The form of mediation that Mark described is called __________.  evaluative mediation  facilitative mediation  mediation-arbitration  transformative mediation RATIONALE

In mediation-arbitration, the intervener begins the process as a mediator assisting the parties in finding their own solution to the conflict. When parties have reached a point where they feel that they cannot reach an agreement (called "an impasse"), the intervener then changes their role to one of an arbitrator and makes a decision for the parties. CONCEPT Mediation as a Conflict Resolution Process Report an issue with this question 16 Which scenario represents the incident stage of a conflict?  Erica's partner for the school science fair accuses Erica of doing less work. After arguing, the teacher steps in to help them work it out.  Yvonne and her daughter can barely have a conversation without yelling at one another these days.  Abel discovers that his girlfriend has been reading his old text messages, but he convinces himself that it was unintentional.  Ghislaine is going door-to-door, asking her neighbors to sign a petition against the new tax proposed by the town. RATIONALE Even though Abel has convinced himself that his girlfriend's actions were unintentional, he has become aware that her action has led to one of his needs (in this case privacy or trust) not being met. This defines the incident stage of conflict. CONCEPT The Incident Stage of Conflict Report an issue with this question 17 Cheryl and Jenna are both waitresses at a local restaurant. Cheryl talks to her manager about an issue she's having with Jenna. "I've worked at the restaurant for fifteen years, so I'm kind of set in my ways, you know? When Jenna was hired, the way she treated the customers made me a little uncomfortable, but I couldn't put my finger

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on why. Then one day, she yelled at a group for taking too long to order, and I realized she was always rude to everyone she interacted with, including me. I told her she was out of line, and she started shouting at me. Now we can barely stand to work together." Which of Cheryl's statements describes the discomfort stage of a conflict?  "I've worked at the restaurant for fifteen years, so I'm kind of set in my ways, you know?"  "When Jenna was hired, the way she treated the customers made me a little uncomfortable, but I couldn't put my finger on why."  "Then one day, she yelled at a group for taking too long to order, and I realized she was always rude to everyone she interacted with, including me."  "Now we can barely stand to work together." RATIONALE This statement indicates that at this point in their conflict, Cheryl was aware of her own needs not being met but not exactly sure of Jenna's role in those needs not being met. This is characteristic of the discomfort stage of conflict. CONCEPT The Discomfort Stage of Conflict Report an issue with this question 18 Molly, a company mediator, had agreed to help Martin and Samir. The two men had been in constant disagreement ever since they became co-managers of the marketing department two months ago, and this disagreement was starting to impact all parts of the department. During a mediation session, Molly asked the men to explain their conflict over a recent business proposal. "Tell me exactly which part of the proposal is causing the issues," she instructed. "Well," Samir started cautiously, "I grew up in Arizona, and I know that the Hispanic American community there sometimes does things differently from the way we do things here in New York. Martin wants to

try to close the deal quickly, but I don't think that will work. We need to focus on building relationships. I'm afraid Martin's way of operating might cause some conflict with the client." "But Samir's approach will take too long! Do you want to be successful or not?" Martin said. By taking into account differences in the Hispanic American community's cultural orientation, Samir is considering their __________ when determining the proposal approach.  intercultural inventory  preferred conflict style  subculture  language RATIONALE A subculture is a group with cultural perspectives or behaviors that are different from the larger culture around it. In this case, Hispanic- American culture is a subculture within American culture. CONCEPT Intercultural Conflict Styles and Inventory Report an issue with this question 19 Before Tom got married and had children, he played poker with his brother, Derek, and some friends every Thursday night. Now Tom only rarely attends a game. Derek asks if Tom's wife won't let him play, but Tom replies, "No, she'd be fine if I went. But she has a class on Thursday nights to get her nursing certificate, and someone has to watch the kids. I decided I should miss the games so she can get her certificate." Tom's conflict style in this situation would be called accommodating for which of the following reasons?  Tom preferred to meet his wife's needs rather than his own.

 Tom and his wife are both meeting their goals.  Tom can play poker again when his wife's class is finished.  Tom is trying to hint to Derek that he does not like poker without telling him outright. RATIONALE Meeting another party's needs rather than getting one's own needs met is the definition of the accommodating style. CONCEPT Conflict Styles: Accommodating Report an issue with this question 20 Molly, a company mediator, had agreed to help Martin and Samir. The two men had been in constant disagreement ever since they became co-managers of the marketing department two months ago, and this disagreement was starting to impact all parts of the department. During a mediation session, Molly asked both men to describe their most recent conflict. "Well, a lot of our issues have been around this new deal we're trying to close with a company in Japan," started Samir. "Martin just won't listen to my ideas, and our proposal is due next week! At this rate, we'll never land this deal that we absolutely need." "Here we go again," interrupted Martin. "I don't want to discuss this now," he said as he crossed his arms over his chest. Samir threw his hands up in the air in exasperation. "Fine, you win. Let's do it your way. I'm just ready to move on." Martin's statement reflects a conflict resolution style called __________, while Samir's final statement reflects a conflict resolution style called __________.  competing, accommodating  competing, compromising

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 avoiding, accommodating  avoiding, collaborating RATIONALE Martin and Samir both have needs around working on the project. Martin's statement indicates that he does not want to look for a way to meet either his or Samir's needs at this moment, thus avoiding the conflict. Samir's final statement shows that he will sacrifice his needs in favor of Martin's, thus accommodating Martin. CONCEPT Overview of the 5 Conflict Styles Report an issue with this question 21 Which of the following is an example of the pre-conflict stage of conflict?  Avery asked her husband, Rick, to pick up some soy milk at the store. Rick resolved to be more attentive to her needs after they argued over the fact that he bought regular milk instead of soy milk.  Avery asked her husband, Rick, to pick up some soy milk at the store. He felt irritated when Avery yelled at him to go back to the store because he bought regular milk instead of soy milk.  Avery asked her husband, Rick, to pick up some soy milk at the store. Rick picked up regular milk, which he thought was healthier, even though Avery disliked regular milk.  Avery asked her husband, Rick, to pick up some soy milk at the store. "Why did you buy regular milk when you know I don't like it?" she cried when he returned. She felt upset that Rick wasn't paying attention to her needs. RATIONALE Given the information, there is no indication that Rick's action will cause Avery to feel that she has unmet needs, thus they are in the pre- conflict stage. CONCEPT

Pre-Conflict Report an issue with this question 22 Tabitha recently became more concerned about environmental issues and asked her husband to stop buying products packaged in plastic. He thinks her request is silly and will make life too difficult. When he comes home from the store with items in plastic packaging, Tabitha becomes angry and feels like her husband is dismissing her needs. Tabitha calls her friend to complain. "This issue is bigger than just helping the environment. I thought he loved me, but now I'm not sure. We don't even speak, so I think it might be time for marriage counseling." What evidence is there that the conflict has escalated to the tension stage?  Tabitha realizes that her husband is not meeting her needs.  Tabitha is feeling uncomfortable in her relationship with her husband.  Tabitha is enlisting outside help to assist them with talking to one another.  Tabitha and her husband are actively hurting one another.

The essentials of Managing Conflict_ GEN1500

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