1. Conflict usually is caused by:
   1. People who don’t listen to both sides of a problem.
   2. A breakdown in communication.
   3. A difference in interpretation.
2. Conflict can be positive because:
   1. It can force people to work together.
   2. It can let people get stress out in the open and help them get back to greater productivity.
   3. It can help build relationships.
3. If you assertively pursue the conflict, you will:
   1. At least be able to manage the differences caused by the conflict.
   2. Be more likely to resolve the problem.
   3. Only cause more hard feeling.
4. Conflict usually results in:
   1. A winner and a loser
   2. Personal growth.
   3. A motivation for change.
5. The two kinds of conflict are:
   1. Organizational and interpersonal.
   2. Active and passive.
   3. Aggressive and non-confrontive.
6. When trying to manage conflict you should use the approach of:
   1. Cooperation.
   2. Collaboration.
   3. Competition.
7. To accomplish a collaborative resolution to conflict, you must:
   1. Be willing to resolve, go to the root of the problem and empathize.
   2. Spend lots of time discussing the issues outside the workplace.
   3. Be willing to change your paradigm.
8. A skill must needed in resolving conflict is:
   1. Negotiation.
   2. Active listening.
   3. Note-taking.
9. Constructive criticism focuses on:
   1. Pointing out liabilities in a nice way.
   2. Telling you how to be better in your job.
   3. Only the issues and not the person.
10. A way to work more effectively with your boss is to:
    1. Talk about meeting expectations.
    2. Adapt workplace values to his or hers.
    3. Do more than is expected of you.

 

 

QUIZ ANSWERS

(Each correct answer is worth 10 points) 

1. C.  People can interpret an issue differently, and perception is that person’s reality.  Although conflict can represent an initial communication breakdown, it can also offer an opportunity to clarify an issue or reach more creative results.
2. C.  When dealing with issues that are important ot you, it is possible that conflict will strengthen relationships.  There are sometimes negative first impressions that may be seen differently after further discussion.  The result may be both parties’ changing perception of each other and the reasons behind the conflict. 
3. A.  It is unrealistic to believe all conflicts will be resolved.  Minor issues may resolve themselves, but more often than not conflicting issues need to be addressed to be managed.
4. B.  In dealing with conflict, you can examine the behavioral characteristics in your communication skills that can lead to effective changes.
5. A.  Most of the differences you encounter at work are interpersonal, which make them more difficult to manage.  Interpersonal conflict occurs when you perceive or value a situation differently from the way someone else does.  Organizational conflict can lead to interpersonal conflict.
6. B.  The collaborative approach is a win/win situation in which both sides have maximum concern for the issues and maintenance of the relationship.  It establishes a climate that enables each person to examine and understand the other person’s point of view.
7. A.  Explore the origins of conflict to identify its true source and deal with it.  Both sides need to accept and understand the other person’s point of view, even though they might not agree with each other. 
8. B.  Most of us think we are good listeners, but most aren’t.  Try to acknowledge what is being said and periodically paraphrase for verification. 
9. C.  Constructive criticism focuses on positive intention and on the issue, not the person.  Destructive criticism focuses on the negative.  It’s okay to ask for change, but not to attach the individual.
10. B.  This doesn’t mean changing your home values, but it does imply a willingness to make certain concessions to build the working relationship.  Learn to anticipate your boss and think like he or she does in work situations. 

 

QUIZ SCORING

IF YOU SCORE:

80-100     You could have been the referee at a heavyweight fight.  It’s great working with you!

60-70     Try to focus more on collaborative relationships and watch the morale go up.

BELOW 60    Take control of your own career and make the necessary changes to get along.