CONCEPTS 1101 Unit 3 milestone
1
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,
...
CONCEPTS 1101 Unit 3 milestone
1
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 don't care what you think; this is my life and I will do what I think is best."
•
"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."
CONCEPT
Assertive Communication
2
Which of the following describes a balanced agreement?
•
An agreement that makes all parties feel that their needs have been satisfied
•
An agreement that meets an equal number of needs from each party
•
An agreement that meets all the needs of one party
•
An agreement that meets the most important need of each party
CONCEPT
Creating Effective Agreements
3
Which of the following is a reason for repeating a stage of a conflict resolution process?
•
To encourage parties to change their positions and interests
•
To select a new method of conflict resolution
•
To delay agreement
•
To help clarify parties' interests
CONCEPT
Resolution Requires Repetition
4
"How do you see yourself fixing this problem?" is an example of which type of question?
•
Open-ended question
•
Yes/no question
•
Short answer question
•
Leading question
CONCEPT
Asking Clarifying Questions
5
Which of the following best describes the state of impasse?
•
The conflict begins to escalate again.
•
The parties agree to continue the conflict indefinitely.
•
Some or all of both parties’ needs cannot be met jointly.
•
The conflict resolution process is immediately abandoned.
CONCEPT
Impasses
6
Which of the following is the best definition of positional bargaining?
•
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 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 mediation where elements of each party's positions are broken down into interests in order to be further debated
CONCEPT
Moving from Positions to Interests
7
When a conflict resolver uses a private meeting to assess the resolution process with each party, this is called __________.
•
positional bargaining
•
active listening
•
process checking
•
interest-based negotiation
CONCEPT
Private Meetings and Confidentiality
8
Which of the following is an example of an effective problem statement?
•
What does Jack need to do to get to work on time so that neither Jack nor Hector get yelled at by the boss?
•
How can Jennifer get caught up on her work so that she can help Mark with his new projects?
•
How can we help Joe get to work on time and allow Jane enough time to eat breakfast so that the two of them can still carpool together?
•
What can we do to assist Sarah in getting her timesheet turned in each week so that Elizabeth can complete payroll on time?
CONCEPT
Creating a Problem Statement
9
Which of the following approaches focuses on finding a solution that most closely aligns with each party's interests?
•
Win-win thinking
•
Positional bargaining
•
Zero-sum thinking
•
Distributive bargaining
CONCEPT
Zero-sum vs. Win-Win Thinking
10
Joe is going to assist Brenda in improving her department's workload by implementing a checks and balances system in the mailroom. Brenda is going to ensure her team adheres to this new system so that Joe is able to get the documents he needs on time.
This is an example of which of the following?
•
Demonstrating a collaborative relationship
•
Shifting from content to process
•
Engaging in active listening
•
Suspending judgement
CONCEPT
Prioritizing and Interlinking Options
11
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 focus attention, time, and energy on generating as many potential options as possible
•
All of the answer choices are correct.
•
To help further clarify or reveal parties' interests
•
To find possible new ideas in options that may seem unfeasible but might be modified to be effective
CONCEPT
Generating Options
12
As a mediator between Amy and Kris, two sisters who were at very hostile odds over the care of their ill mother, Todd explained the mediation process, its objectives, and some basic ground rules. "Do either of you have any additional ground rules to propose or any concerns, questions, or thoughts about the process?" he asked.
Amy said, “Why are you asking us? Aren’t you in charge here?”
Which of the following would be the most accurate answer for Todd to give Amy?
•
“I’m just here as a referee to make sure you don’t hurt each other.“
•
“I’m trying to make sure the two of you work together from the start.”
•
“I direct the process, but you and Kris can tell me what kinds of rules or procedures you need to be most comfortable and effective in the mediation.”
•
“You’re confusing mediation with arbitration.”
CONCEPT
Ownership of the Resolution Process
13
In conflict resolution, putting the focus on a party's specific actions rather than the party's innate qualities is called which of the following?
•
I-statement
•
Reaction vs. response
•
You-statement
•
Identity vs. action
CONCEPT
I-Statements
14
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?
•
"Get me someone to ride along and navigate."
•
"Get me a GPS."
•
"I want to be on time."
•
"Give me fewer deliveries."
CONCEPT
Understanding the Distinction Between Positions and Interests
15
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, 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."
•
"Devon, honey, don't be so hard on Joe. He's only a kid!"
CONCEPT
Active Listening Overview
16
During the conflict resolution process, thinking in integrative terms rather than distributive terms will ensure that the parties focus on __________ rather than __________.
•
opinions, positions
•
postions, interests
•
opinions, interests
•
interests, positions
CONCEPT
Conflict as Partnership
17
Which of the following is NOT an element of assertive communication?
•
Statement of problem
•
The speaker clearly stating his or her wants
•
Reflecting
•
Empathy/validation
CONCEPT
Assertive Communication
18
Which of the following statements about separating people from problems is true?
•
A person's innate sense of "self" is unstable and thus most often the cause of conflict.
•
While actions are in a person's immediate control and can be changed, that person's innate sense of "self" is less changeable.
•
In order to change a person's behaviors and actions, you should first focus on changing that person's innate sense of "self."
•
When a person's actions or behaviors are not appropriate, it is because of who that person is.
CONCEPT
Separating People and Problems
19
While a party's underlying values are always constant, which of the following can be negotiated during the bargaining process?
•
Ethics
•
Morals
•
Actions
•
Beliefs
CONCEPT
When Interests Are Values
20
One evening, Krista told her husband, Ted, "I just have so much on my plate right now. I want to paint the baby's room tomorrow, but I also have to organize that bridal shower for Marisa and pick up my mom from the airport. It's just so much!"
Ted replied, "I hear that you have a lot going on. You'd like to paint the baby's room, but you also have to plan your friend's bridal shower and get your mom from the airport. What if I picked up your mom— would that help?"
Which active listening skill did Ted use in his response?
•
Paraphrasing
•
Questioning
•
Reflecting
•
Summarizing
CONCEPT
Summarizing, Paraphrasing, and Reflecting
21
The __________ phase of brainstorming is when both parties explore the feasibility of each option and the degree to which it meets their needs.
•
action
•
execution
•
implementation
•
evaluating
CONCEPT
1
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 don't care what you think; this is my life and I will do what I think is best."
•
"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."
CONCEPT
Assertive Communication
2
Which of the following describes a balanced agreement?
•
An agreement that makes all parties feel that their needs have been satisfied
•
An agreement that meets an equal number of needs from each party
•
An agreement that meets all the needs of one party
•
An agreement that meets the most important need of each party
CONCEPT
Creating Effective Agreements
3
Which of the following is a reason for repeating a stage of a conflict resolution process?
•
To encourage parties to change their positions and interests
•
To select a new method of conflict resolution
•
To delay agreement
•
To help clarify parties' interests
CONCEPT
Resolution Requires Repetition
4
"How do you see yourself fixing this problem?" is an example of which type of question?
•
Open-ended question
•
Yes/no question
•
Short answer question
•
Leading question
CONCEPT
Asking Clarifying Questions
5
Which of the following best describes the state of impasse?
•
The conflict begins to escalate again.
•
The parties agree to continue the conflict indefinitely.
•
Some or all of both parties’ needs cannot be met jointly.
•
The conflict resolution process is immediately abandoned.
CONCEPT
Impasses
6
Which of the following is the best definition of positional bargaining?
•
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 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 mediation where elements of each party's positions are broken down into interests in order to be further debated
CONCEPT
Moving from Positions to Interests
7
When a conflict resolver uses a private meeting to assess the resolution process with each party, this is called __________.
•
positional bargaining
•
active listening
•
process checking
•
interest-based negotiation
CONCEPT
Private Meetings and Confidentiality
8
Which of the following is an example of an effective problem statement?
•
What does Jack need to do to get to work on time so that neither Jack nor Hector get yelled at by the boss?
•
How can Jennifer get caught up on her work so that she can help Mark with his new projects?
•
How can we help Joe get to work on time and allow Jane enough time to eat breakfast so that the two of them can still carpool together?
•
What can we do to assist Sarah in getting her timesheet turned in each week so that Elizabeth can complete payroll on time?
CONCEPT
Creating a Problem Statement
9
Which of the following approaches focuses on finding a solution that most closely aligns with each party's interests?
•
Win-win thinking
•
Positional bargaining
•
Zero-sum thinking
•
Distributive bargaining
CONCEPT
Zero-sum vs. Win-Win Thinking
10
Joe is going to assist Brenda in improving her department's workload by implementing a checks and balances system in the mailroom. Brenda is going to ensure her team adheres to this new system so that Joe is able to get the documents he needs on time.
This is an example of which of the following?
•
Demonstrating a collaborative relationship
•
Shifting from content to process
•
Engaging in active listening
•
Suspending judgement
CONCEPT
Prioritizing and Interlinking Options
11
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 focus attention, time, and energy on generating as many potential options as possible
•
All of the answer choices are correct.
•
To help further clarify or reveal parties' interests
•
To find possible new ideas in options that may seem unfeasible but might be modified to be effective
CONCEPT
Generating Options
12
As a mediator between Amy and Kris, two sisters who were at very hostile odds over the care of their ill mother, Todd explained the mediation process, its objectives, and some basic ground rules. "Do either of you have any additional ground rules to propose or any concerns, questions, or thoughts about the process?" he asked.
Amy said, “Why are you asking us? Aren’t you in charge here?”
Which of the following would be the most accurate answer for Todd to give Amy?
•
“I’m just here as a referee to make sure you don’t hurt each other.“
•
“I’m trying to make sure the two of you work together from the start.”
•
“I direct the process, but you and Kris can tell me what kinds of rules or procedures you need to be most comfortable and effective in the mediation.”
•
“You’re confusing mediation with arbitration.”
CONCEPT
Ownership of the Resolution Process
13
In conflict resolution, putting the focus on a party's specific actions rather than the party's innate qualities is called which of the following?
•
I-statement
•
Reaction vs. response
•
You-statement
•
Identity vs. action
CONCEPT
I-Statements
14
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?
•
"Get me someone to ride along and navigate."
•
"Get me a GPS."
•
"I want to be on time."
•
"Give me fewer deliveries."
CONCEPT
Understanding the Distinction Between Positions and Interests
15
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, 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."
•
"Devon, honey, don't be so hard on Joe. He's only a kid!"
CONCEPT
Active Listening Overview
16
During the conflict resolution process, thinking in integrative terms rather than distributive terms will ensure that the parties focus on __________ rather than __________.
•
opinions, positions
•
postions, interests
•
opinions, interests
•
interests, positions
CONCEPT
Conflict as Partnership
17
Which of the following is NOT an element of assertive communication?
•
Statement of problem
•
The speaker clearly stating his or her wants
•
Reflecting
•
Empathy/validation
CONCEPT
Assertive Communication
18
Which of the following statements about separating people from problems is true?
•
A person's innate sense of "self" is unstable and thus most often the cause of conflict.
•
While actions are in a person's immediate control and can be changed, that person's innate sense of "self" is less changeable.
•
In order to change a person's behaviors and actions, you should first focus on changing that person's innate sense of "self."
•
When a person's actions or behaviors are not appropriate, it is because of who that person is.
CONCEPT
Separating People and Problems
19
While a party's underlying values are always constant, which of the following can be negotiated during the bargaining process?
•
Ethics
•
Morals
•
Actions
•
Beliefs
CONCEPT
When Interests Are Values
20
One evening, Krista told her husband, Ted, "I just have so much on my plate right now. I want to paint the baby's room tomorrow, but I also have to organize that bridal shower for Marisa and pick up my mom from the airport. It's just so much!"
Ted replied, "I hear that you have a lot going on. You'd like to paint the baby's room, but you also have to plan your friend's bridal shower and get your mom from the airport. What if I picked up your mom— would that help?"
Which active listening skill did Ted use in his response?
•
Paraphrasing
•
Questioning
•
Reflecting
•
Summarizing
CONCEPT
Summarizing, Paraphrasing, and Reflecting
21
The __________ phase of brainstorming is when both parties explore the feasibility of each option and the degree to which it meets their needs.
•
action
•
execution
•
implementation
•
evaluating
CONCEPT
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