Conflict Resolution Milestone 3

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? "Devon, honey, don't be so hard on Joe. He's only a kid!" "Devon, I understand why you are so upset with Joe and want him to pay for the repairs." "Devon, school dances are extremely important to our children. We can't prevent Joe from going— that's too harsh!" "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."

Which of the following statements is an example of fogging? "I agree that this trip may not be the best use of my bonus paycheck when I have an opportunity to increase my savings, but it's been a difficult year, and I feel like I deserve a break." "I understand that you're concerned about me traveling alone. I'll ask around to find a travel companion or go with a group." "Just because you didn't save as much as you hoped you would and now money is tight, doesn't mean that I'll automatically make the same mistakes as you." "I don't care what you think; this is my life and I will do what I think is best."

"I agree that this trip may not be the best use of my bonus paycheck when I have an opportunity to increase my savings, but it's been a difficult year, and I feel like I deserve a break."

Abe's boss reprimanded him for being late several times when making deliveries on his new truck route. Abe told him, "I want to be on time - it's no fun having angry customers - but this new route is complicated. You can get me a GPS, someone to ride along and navigate, or give me fewer deliveries until I know my way around better, but you have to do something to compensate for my being unfamiliar with the area. It slows me down." Which of Abe's statements represents an interest? "Give me fewer deliveries." "Get me someone to ride along and navigate." "I want to be on time." "Get me a GPS."

"I want to be on time."

Which of the following is the best definition of positional bargaining? A form of mediation where the goal is to get as many of your positions met as possible while trying to prevent the other party's positions from being met A form of negotiation where elements are seen as things to be traded back and forth between the parties A form of negotiation in which parties lay out all of their positions to see who is willing to give in first A form of mediation where elements of each party's positions are broken down into interests in order to be further debated

A form of negotiation where elements are seen as things to be traded back and forth between the parties

While a party's underlying values are always constant, which of the following can be negotiated during the bargaining process? Beliefs Morals Actions Ethics

Actions

Which of the following is a reason that brainstorming requires parties to suspend judgement until they feel that all possible options have been generated? To find possible new ideas in options that may seem unfeasible but might be modified to be effective All of the answer choices are correct. To focus attention, time, and energy on generating as many potential options as possible To help further clarify or reveal parties' interests

All of the answer choices are correct.

Which of the following is a characteristic of an effective resolution to a conflict? Both parties feel that their positions have been met. Outside parties are invited to participate in the resolution process. The agreement offers both parties a range of options. Both parties feel that their interests have been met.

Both parties feel that their interests have been met.

Which of the following is a way to order options by priority? By each individual's generated list By parties' demands By the general brainstorming list By importance to both parties

By importance to both parties

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? Fogging Problem statement Empathy/validation Broken record

Empathy/validation

Which of the following is the best outline for a problem statement? How can we meet all of Party A's needs, as well as all of Party B's needs? How can we meet all of Party A's needs while still meeting some of Party B's needs? How can Party A's needs be met without Party B becoming upset? How can we decide if Party A's or Party B's needs are more important?

How can we meet all of Party A's needs, as well as all of Party B's needs?

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? 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. Jane could have another employee submit her timesheet for her. Jane could travel with her work laptop and submit her timesheet remotely.

Jane could travel with her work laptop and submit her timesheet remotely.

"How do you see yourself fixing this problem?" is an example of which type of question? Yes/no question Leading question Open-ended question Short answer question

Open-ended question

Over dinner, Bethany told her friend, Jessica, "I'm just not sure whether my husband and I should buy a house now, or keep renting for a bit and wait to see if prices go down. But what if we wait, and homes just become more expensive? I want us to make the best financial decision for ourselves; I'm just not sure what that is." Jessica replied, "So you're saying that you guys want to buy a house, but you're not sure what the best time for that would be money-wise?" Which of the following active listening skills did Jessica use in her response? Contemplating Summarizing Paraphrasing Reflecting

Paraphrasing

Lainey, Penelope, Zach, and Brian were talking about renting an apartment together next year, but they were having trouble working out the details. "I don't understand why I would have to pay more if I got the master bedroom," said Lainey. "We decided to draw straws to see who gets what room, and Zach only suggested that after he didn't draw the master bedroom." "I only suggested that because I don't think it's fair that we each pay the same amount for different amenities," responded Zach. "I'd be willing to pay more if I got a larger room and private bathroom, but if we're splitting everything else I don't understand why I have to pay the same as Lainey for a smaller space." "I agree with our initial plan of splitting everything," Brian jumped in. "But maybe Zach has a point about things seeming uneven at the end." "Well, what if Lainey agreed to do more of the chores?" asked Penelope. "Is that one way we could divide up the household so everyone feels like we're all getting the same benefits from living together?" Which of the potential roommates had a win-win way of approaching the situation? Penelope Zach Brian Lainey

Penelope

Select the term that describes the act of focusing parties' attention on tangible actions and conditions within a conflict, rather than perceived innate qualities of the parties. Arbitration Positional bargaining Blaming People vs. problems

People vs. problems

Which of the following best describes the state of impasse? The conflict begins to escalate again. The parties agree to continue the conflict indefinitely. The conflict resolution process is immediately abandoned. Some or all of both parties' needs cannot be met jointly.

Some or all of both parties' needs cannot be met jointly.

Select the option that best describes "ownership" of the resolution process. 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

The sense that parties have control over their participation as well as the process being used

Which of the following would be an effective use of I-statements in a conflict? To blame the problem on an outside person who has influence on the situation To focus attention on solving the problem rather than personal criticism To propose a favored solution to an interest-based conflict To vent anger about an action, situation, person, or other factor in a conflict

To focus attention on solving the problem rather than personal criticism

Which of the following is a reason for repeating a stage of a conflict resolution process? To delay agreement To encourage parties to change their positions and interests To help clarify parties' interests To select a new method of conflict resolution

To help clarify parties' interests

Which of the following approaches focuses on finding a solution that most closely aligns with each party's interests? Win-win thinking Distributive bargaining Zero-sum thinking Positional bargaining

Win-win thinking

When a conflict resolver uses a private meeting to assess the resolution process with each party, this is called __________. process checking positional bargaining interest-based negotiation active listening

process checking