You passed this Practice Milestone.
When you take the actual Milestone, you must score 50% or higher to pass.
20 questions were answered correctly.
2 questions were answered incorrectly.
1
Tom and Judy argued over w
...
You passed this Practice Milestone.
When you take the actual Milestone, you must score 50% or higher to pass.
20 questions were answered correctly.
2 questions were answered incorrectly.
1
Tom and Judy argued over which car to buy. They narrowed their list down to two
options.
Judy said, “The first one is cheaper and it gets great mileage, but I hear it breaks down
more often than a lot of other brands. The second costs more, but it’s very reliable. And
the difference in gas mileage isn’t too big.”
Tom said, “I really don’t like the first one. It’s boxy and reminds me too much of my
Dad’s old station wagon. I felt like a geek getting dropped off at school in that thing.”
Which of the following is LEAST likely to be a rational factor in Tom and
Judy’s decision about which car to buy?
•
Reliability
•
Gas mileage
•
Price
•
Appearance
CONCEPT
Rational Factors in Decision Making
2
Ella needs to purchase a new briefcase for work, and she is trying to choose between
several different options.
Which of the following would be an example of a non-rationale factor in her
decision making process?
•
Trendiness
•
Size•
Functionality
•
Price
CONCEPT
Non-Rational Factors in Decision Making
3
Which of the following is the best definition of unintentional
communication?
•
Communication without a confirmation message
•
Communicating without a shared code
•
Changing a communication code
•
Sending a message without being aware of doing so
CONCEPT
Communication Is Constant
4
Maria was running late for work and dashed into her local coffee shop for her morning
dose of caffeine. The coffee shop was full of people and it was extremely noisy.
Right after she picked up her coffee, the man next to her tapped her on the shoulder and
said, “Excuse me, I think that’s my mocha.”
Unfortunately, it was so loud that Maria thought that he had said, “Excuse me, I think
that’s my mother.” As a result, Maria thought the guy was crazy and simply walked
away.
Which of the following was missing in the communication event that Maria
had with the man in the coffee shop?
•
A receiver
•
A confirmation message
•A filter
•
A sender
CONCEPT
The Communication Process 101
5
Which of the following is NOT a means of encoding information?
•
Vocal tone
•
Spoken language
•
Response messages
•
Photographs
CONCEPT
Encoding Information
6
Good friends Dana and Jesse waitress at a small restaurant. During a shift, Jesse saw
Dana waiting on customers sitting at one of Jesse’s tables.
In the kitchen, Jesse said to Dana, “Look, Dana, I know you need to make good tip
money, but so do I. Don’t steal my customers!”
Dana replied, “I wouldn’t! Those people at your table asked for me specifically…they’re
friends of my parents. You can have one of my tables later in the night.”
Jesse apologized and said, “I’m just really worried about money today, because I just
found out I have to have my car repaired. The stupid thing broke down while I was
driving to a job interview. Really bad luck – I hate that car.”
In which order did Jesse’s constructive expressions of anger occur in this
situation?
1. B. Soliciting empathy
2. a. Venting
C. Revealing primary emotion
3. c. Revealing primary emotion
A. Venting• a. Venting
• b. Soliciting empathy
• c. Revealing primary emotion
CONCEPT
Anger in Conflict
7
Ted debated quitting his sales job to become an actor. He thought, My job is just a way
to make money, and I’m not friends with my co-workers. I’d be happier doing
something I love, and I’d like to be friends with the people I’ve met at the theater and
acting class. But could I handle long periods when I wasn’t acting and had bills to pay?
Based on the information above, how is Ted most likely to evaluate possible
outcomes of becoming an actor?
= Correct Answer
= Incorrect Answer
Gain Risk
Not being able to pay bills
Forming new relationships
Job satisfaction
CONCEPT
Gain and Risk
8
Which of the following is a reason a person might remain in an unpleasant
situation that is part of his or her comfort zone?
•
Sense of identity
•
Fear of success
•
Fear of upsetting others
•All of the answers are correct.
CONCEPT
The Comfort Zone and Resistance to Change
9
Harry and Luke were co-workers involved in a minor conflict in the workplace. Their
boss, Tom, called them into his office and offered to help them mediate their dispute.
They said they would think about his offer.
Outside Tom’s office, Harry said, “I don’t know about you, but I don’t want him
involved. Everyone in the office knows that he pretends to be friendly and helpful but is
always looking for little things he can use to deny people raises or promotions. I don’t
want him having any more information about me than he has to.”
Luke agreed, saying, “Yeah, he knows the business, and he’d probably give good advice,
but … I can name at least three people who’ve told me that they said things to him in
confidence that were later all over the office.”
Harry and Luke do not want their boss involved in the conflict, because they
doubt which of the following?
•
His credibility
•
His authority
•
His knowledge
•
His trustworthiness
CONCEPT
Trust, Credibility, and Authority
10
Which of the following is NOT an element of constructive relationships?
•
Expectation of total loyalty
•
Concern for other’s needs
•
Flexibility•
Effective communication
CONCEPT
Constructive and Destructive Relationships
11
Tara was walking home from work one evening when she saw a dog on the sidewalk. She
stooped down to pet the dog, and it barked loudly and snapped its teeth at her. Tara
leaped from the ground to a bus stop bench and began to yell for help. The dog’s owner
came to control the dog, and Tara left.
A few minutes later, Tara saw another dog in the street and began to feel anxious. She
then realized that the dog belonged to her friend Scott and knew her. She walked up to
the dog and petted it; it licked her hand. Scott came out of a nearby store, and Tara said,
“I really like your dog!”
Place three of the following events in the correct order to describe how Tara
experienced her encounter with the second dog.
1. c. Feeling of security
B. Perception of threat
2. A. Rational assessment of situation
3. b. Perception of threat
C. Feeling of security
• a. Rational assessment of situation
• b. Perception of threat
• c. Feeling of security
CONCEPT
Security, Confidence, and Courage
12
“Agreement stacking” refers to which of the following?
•
A tool to help people move out of their comfort zones
•
A process of interlinking options in a mediated agreement
•
The tendency for people to continue agreeing after making initial agreements
•The tendency for people to frequently use an accommodating conflict style to please
others
CONCEPT
Building Blocks of Agreement and Disagreement
13
Which of the following core concerns deals with a person’s feelings of
having a purpose and making meaningful contributions to a group?
•
Autonomy
•
Role
•
Status
•
Appreciation
CONCEPT
Core Concerns: Role
14
During childhood, Dante spent time in foster care. Now 27, he still blames the social
worker involved in his case for breaking up his family. He believes that social workers
enter their profession out of a desire to control and manipulate others.
Over dinner, Dante's girlfriend, a woman he believes is caring, kind, and compassionate,
told him that she decided to go to graduate school to become a social worker.
After a moment of silence, Dante said, "I've never told you this, but a social worker
basically ruined my childhood. I know you are a good person though, so if you want to
be a social worker, maybe not every social worker is bad."
Dante is confronted with contradictory cognitions about social workers.
Based on Dante's statement to his girlfriend, how is Dante dealing with this
cognitive dissonance?
•
Dante is justifying the original cognition that social workers are bad people.
•
Dante is rejecting the new cognition that social workers are good people.
•
Dante is integrating the two cognitions that social workers are good and bad people.•
Dante is accepting the new cognition that social workers are good people.
CONCEPT
Cognitive Dissonance and Conflict
15
Which of the following relates to the core concern of status?
•
The need fora sense of responsibility
•
The need for a certain rank or level of importance
•
The need to feel included in a group
•
The need to be recognized by others
CONCEPT
Core Concerns: Status
16
For an athlete, achieving a personal best in his or her sport would most
likely be categorized as meeting which element of Maslow’s Hierarchy of
Needs?
•
Self-actualization
•
Esteem
•
Physiological
•
Love/belonging
CONCEPT
Maslow's Hierarchy of Needs
17
Deborah starred in many successful plays for a local theater company, and formed very
close relationships with the other regular actors. However, since a new actor, Anya,
joined the group, Deborah has been feeling left out. It seems to her that her friends have
been neglecting her in favor of spending time with Anya.
Deborah feels that which of her core concerns is being threatened?•
Appreciation
•
Affiliation
•
Status
•
Role
CONCEPT
Core Concerns: Affiliation
18
Which of the following can be changed in the fight/flight reaction?
•
Muscle tension
•
Perception of threat
•
Tunnel vision
•
Release of adrenaline
CONCEPT
The Amygdala and Fight/Flight Reaction
19
Daniel was working on a very difficult project for school and was in the library doing
research. He saw a book he badly needed sitting on a desk next to another man. A
librarian approached the table, collecting loose books.
Daniel waved at the man and signaled him to hold on to the book so the librarian would
not re-shelve it. The man paid no attention to Daniel’s gestures, and the librarian
collected the book and walked away.
Daniel approached the man and said, “Excuse me. Didn’t you see me gesturing to you to
save that book for me? I really need it, and it’ll be a while now before it’s re-shelved.”
The man replied, “Actually, no I didn’t see it. I’m waiting for the librarian to lead me to
the braille section. I’m blind.”Daniel’s attempt to communicate with the other man failed because of
which of the following?
•
Information was not encoded
•
Lack of confirmation message
•
External filter
•
Lack of shared code
CONCEPT
Internal and External Filters
20
Which of the following is a NOT a useful tool for raising a person’s “reaction
threshold” to a given threat?
•
Gradual exposure to the situation
•
Slow, deep breathing
•
Developing response strategies in advance
•
Rational assessment of threat levels
CONCEPT
Raising the "Reaction Threshold"
21
Which of the following is NOT a means of controlling or lessening a
fight/flight reaction?
•
Slow, deep breathing
•
Increasing muscle tension
•
Taking a break from the situation
•Reducing unnecessary muscle tension
CONCEPT
Quelling the Adrenaline Response
22
Which of the following is the best definition of relationship in the context of
conflict resolution?
•
A sense of partnership between two people formed around mutual traits
•
A sense of interdependence formed around shared goals, values, and experience
•
A feeling of connection that involves strong obligations
•
An intense emotional feeling of connection
CONCEPT
The Need for Relationships
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