Conflict Resolutions Skills

Self-Study Examination

Instructions: After studying the text answer the following true/false or multiple choice questions.  Remember, there's only one answer to each question.

1. Unmanaged conflict can lead to

a) a diminished staff commitment.
b) increased work place stress.
c) none of the above
d) both a and b above

2. Conflict can be healthy for an organization.

a) True
b) False

3. Sources of conflict include

a) miscommunication
b) poor attitude
c) differences in values and goals
d) all of the above

4. Intrapersonal and interpersonal are types of

a) criticism
b) conflict
c) anger
d) problem ownership

5. Behavior patterns that cause conflict include

a) dominance / influencing
b) steadiness / compliance
c) a and b
d) none of the above

6. There are __________ stages of typical conflicts.

a) one
b) two
c) three
d) four

7. There are _________ environmental factors that can cause conflict.

a) three
b) six
c) nine
d) twelve

8. Peace is a natural state of affairs and is considered a

a) myth
b) truth
c) behavior block
d) both a and c

9. There are ________ behavior blocks that could interfere with constructive resolution of conflict.

a) two
b) four
c) six
d) eight

10. Conflict can be both managed and unmanaged.

a) True
b) False

11. Guiding principles in dealing with conflict include

a) preserving dignity and respect
b) listen and empathy
c) don't expect to change the behavior of others
d) all of the above

12. Tactics for handling challenges to your personal dignity include

a) calm down /lower your voice
b) choose your ground / never cry
c) both a and b
d) none of the above

13. Difficult people have the following general characteristics:

a) know what they are doing
b) get satisfaction out of being difficult
c) treat many people this way
d) all of the above

14. There are ______ modes of talk in dealing with difficult people.

a) three
b) five
c) seven
d) nine

15. In dealing with Sherman tanks, you should

a) let them run down.
b) confront them immediately.
c) document their behavior.
d) all of the above

16. In dealing with negative nabobs, it is important to make them part of the solution, rather than an additional problem.

a) True
b) False

17. It is not appropriate to confront the backstabber.

a) True
b) False

18. Generation Xers are profiled by the following:

a) flexible
b) independent
c) creative
d) all of the above

19. The following tips can help the manager facilitate effective communication:

a) be objective
b) clarify issues
c) support harmony and resolution
d) all of the above

20. There are _________ types of manipulators.

a) one
b) two
c) three
d) four

21. Groups have trouble resolving conflict because

a) they form cliques.
b) they don't think they have a conflict.
c) none of the above
d) a and b

22. There are ________ steps in the conflict management model.

a) three
b) six
c) nine
d) twelve

23. The four power tools that can help all individuals or groups with conflict include

a) cool down/avoid blaming
b) do not react as you have done in the past
c) focus on long-term solutions, rather than problems
d) all of the above

24. The five styles of conflict management include

a) competition
b) compromise
c) accommodation
d) all of the above

25. Strategies that work to defuse conflict include

a) go slowly
b) use a calm voice
c) both a and b
d) none of the above

26. Empathy is a _____________________ skill.

a) negotiation
b) competitive
c) listening
d) conflict

27. Principled negotiation addresses

a) people and interests.
b) wants and desires.
c) only a
d) a and b

28. There are ______ different negotiation styles.

a) two
b) four
c) six
d) eight

29. The key to using "I messages" is to take responsibility for your own

a) feelings
b) reactions
c) behaviors
d) all of the above

30. The conflict formula for angry people includes

a) keeping an open mind.
b) listening to the problem.
c) both of the above
d) none of the above

31. There are _______ constructive expressions of anger.

a) two
b) four
c) six
d) eight

32. Team-building activities will become an important strategy in developing problem-solving skills.

a) True
b) False

33. There are _________ don'ts during conflict.

a) three
b) five
c) seven
d) nine

34. Constructive conflict resolution has the ability to

a) build winners.
b) improve the overtime statistics.
c) separate fact from fiction.
d) a and c

35. The critics' motive for criticism involves

a) domination and control.
b) getting attention.
c) motivating growth.
d) all of the above

36. Criticism can be defined as positive and negative.

a) True
b) False

37. There are _________ don'ts in responding to criticism.

a) two
b) four
c) six
d) eight

38. The following are guidelines for giving criticism:

a) know your intent
b) avoid sarcasm
c) remain open and flexible
d) all of the above

39. Assertive behavior does not promote equality in human relationships.

a) True
b) False

40. Assertive behavior is

a) learned, not inborn.
b) difficult to understand.
c) decreases self-esteem.
d) all of the above

41. Eye contact and gestures are components of assertive behavior.

a) True
b) False

42. Assertive listening requires _________ elements.

a) one
b) two
c) three
d) four

43. To be assertive on the job can be difficult.

a) True
b) False

44. The process of collaboration must be

a) nurtured / strengthened / managed.
b) taught in nursing school curriculums.
c) developed by staff development instructors.
d) all of the above

45. There are _______ reasons for the growing interest in collaboration.

a) one
b) two
c) three
d) four

46. Managers foster collaboration by searching for integrated solutions.

a) True
b) False

47. Barriers to collaboration include

a) institutional pride
b) misidentifying their competition
c) a and b
d) none of the above

48. Downsizing and collaboration are the name of the game in health care.

a) True
b) False

49. Body can respond to stress in different ways.

a) hormones and adrenaline are released
b) digestive processes shut down
c) pupils dilate
d) all of the above

50. Stress can make you unhappy and lead to depression attacks.

a) True
b) False

51. Persons who have a low tolerance for ambiguity are less prone to stress than others.

a) True
b) False

52. There are ___________ simple steps to rewriting a negative script.

a) two
b) three
c) five
d) seven

53. A critical element in managing stress in the nursing profession is accepting the fact that some stress does and always exist.

a) True
b) False

54. The new wisdom for the 90's instructs us to be self aware

a) be self-aware
b) celebrate what you have accomplished.
c) expect success.
d) all of the above