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.
a) a diminished staff commitment. b) increased work place stress. c) none of the above d) both a and b above
a) True b) False
a) miscommunication b) poor attitude c) differences in values and goals d) all of the above
a) criticism b) conflict c) anger d) problem ownership
a) dominance / influencing b) steadiness / compliance c) a and b d) none of the above
a) one b) two c) three d) four
a) three b) six c) nine d) twelve
a) myth b) truth c) behavior block d) both a and c
a) two b) four c) six d) eight
a) preserving dignity and respect b) listen and empathy c) don't expect to change the behavior of others d) all of the above
a) calm down /lower your voice b) choose your ground / never cry c) both a and b d) none of the above
a) know what they are doing b) get satisfaction out of being difficult c) treat many people this way d) all of the above
a) three b) five c) seven d) nine
a) let them run down. b) confront them immediately. c) document their behavior. d) all of the above
a) flexible b) independent c) creative d) all of the above
a) be objective b) clarify issues c) support harmony and resolution d) all of the above
a) they form cliques. b) they don't think they have a conflict. c) none of the above d) a and b
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
a) competition b) compromise c) accommodation d) all of the above
a) go slowly b) use a calm voice c) both a and b d) none of the above
a) negotiation b) competitive c) listening d) conflict
a) people and interests. b) wants and desires. c) only a d) a and b
a) feelings b) reactions c) behaviors d) all of the above
a) keeping an open mind. b) listening to the problem. c) both of the above d) none of the above
a) build winners. b) improve the overtime statistics. c) separate fact from fiction. d) a and c
a) domination and control. b) getting attention. c) motivating growth. d) all of the above
a) know your intent b) avoid sarcasm c) remain open and flexible d) all of the above
a) learned, not inborn. b) difficult to understand. c) decreases self-esteem. d) all of the above
a) nurtured / strengthened / managed. b) taught in nursing school curriculums. c) developed by staff development instructors. d) all of the above
a) institutional pride b) misidentifying their competition c) a and b d) none of the above
a) hormones and adrenaline are released b) digestive processes shut down c) pupils dilate d) all of the above
a) two b) three c) five d) seven
a) be self-aware b) celebrate what you have accomplished. c) expect success. d) all of the above