BUS 526 Sophia Conflict Milestone 3 {2020} – Strayer University | BUS526 Sophia Conflict Milestone 3 {2020} – A Grade

BUS 526 Sophia Conflict Milestone 3 {2020} – Strayer University You passed this Milestone 19 questions were answered correctly. 2 questions were answered incorrectly. 1 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 find possible new ideas in options that may seem unfeasible but might be modified to be effective • To help further clarify or reveal parties' interests • All of the answer choices are correct. • To focus attention, time, and energy on generating as many potential options as possible CONCEPT Generating Options 2 "How do you see yourself fixing this problem?" is an example of which type of question? • Leading question • Yes/no question • Short answer question • Open-ended question CONCEPT Asking Clarifying Questions 3 A(n) __________ is a conflict resolution technique used to explain how and why another person's actions affect the speaker. • clarifying question • I-statement • you-statement • confirmation message CONCEPT I-Statements 4 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 • interests, positions • opinions, interests CONCEPT Conflict as Partnership 5 While a party's underlying values are always constant, which of the following can be negotiated during the bargaining process? • Morals • Ethics • Beliefs • Actions CONCEPT When Interests Are Values 6 Joe is unhappy with some of the technological updates to the internal employee management software. His coworkers have suggested some improvements to the updates, but Joe wants to get rid of them all together. Joe's boss takes Joe aside and says, "I understand that you don't like the changes to the system, but we are going to try the team's suggestions and see how that works." The statement from Joe's boss is example of which of the following? • Fogging • Empathy/validation • Broken record • Problem statement CONCEPT Assertive Communication 7 Which of the following best describes why parties might choose to formally write out a mediated agreement? • To force each other to obey the agreement • To double-check that all parties are satisfied with the solution • To ensure the most important needs have been prioritized • To ensure all parties' positions have been met CONCEPT Creating Effective Agreements 8 During a break at work, Doug told his coworker, Eric, "I’m fed up with this place! Our boss just yelled at me for 10 minutes because I came in a half hour late this morning. He conveniently forgot that he gave me a project that had me working 14 hours a day over the weekend and that I might be exhausted from getting it done on a tight deadline.” Eric said, “Wow. It sounds like you feel really unappreciated by our boss.” Which active listening skill did Eric use in his response? • Reflecting • Agreeing • Summarizing • Paraphrasing CONCEPT Summarizing, Paraphrasing, and Reflecting 9 Which of the following is the best definition of positional bargaining? • 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 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 elements of each party's positions are broken down into interests in order to be further debated CONCEPT Moving from Positions to Interests 10 Which of the following is an element of an effective problem statement? • Describing a conflict as a problem to be solved jointly by the parties • Designing the problem statement so that each party makes an equal number of concessions • Making certain that the problem statement is crafted by the mediator alone • Ensuring that the parties rank their positions in order of importance CONCEPT Creating a Problem Statement 11 The __________ phase of brainstorming is when both parties explore the feasibility of each option and the degree to which it meets their needs. • action • evaluating • implementation • execution CONCEPT Evaluating Options 12 Which of the following best describes zero-sum thinking? • One party persuades the other to give in. • In an effort to avoid conflict, neither party's needs are met. • For every gain on one side, there is a corresponding loss on the other. • Parties work collaboratively to find a solution they are both satisfied with. CONCEPT Zero-sum vs. Win-Win Thinking 13 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, honey, don't be so hard on Joe. He's only a kid!" • "Joe, you wrecked your father's car. You should take responsibility for your actions." • "Devon, school dances are extremely important to our children. We can't prevent Joe from going— that's too harsh!" • "Devon, I understand why you are so upset with Joe and want him to pay for the repairs." CONCEPT Active Listening Overview 14 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 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.” • “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.” • “You’re confusing mediation with arbitration.” CONCEPT Ownership of the Resolution Process 15 Which of the following is a way to order options by priority? • By parties' demands • By the general brainstorming list • By each individual's generated list • By importance to both parties CONCEPT Prioritizing and Interlinking Options 16 During the iterative process, an "a-ha moment" may occur for either the parties or the conflict resolver, which often __________ the process. • speeds up or hastens • slows down or impedes • worsens or regresses • impedes or hastens CONCEPT Resolution Requires Repetition 17 Which of the following statements about separating people from problems is true? • When a person's actions or behaviors are not appropriate, it is because of who that person is. • In order to change a person's behaviors and actions, you should first focus on changing that person's innate sense of "self." • While actions are in a person's immediate control and can be changed, that person's innate sense of "self" is less changeable. • A person's innate sense of "self" is unstable and thus most often the cause of conflict. CONCEPT Separating People and Problems 18 Select the term used in conflict resolution for a situation in which the interests of both parties cannot be met jointly. • Impasse • Crisis stage • Zero-sum thinking • Competing conflict style CONCEPT Impasses 19 Which of the following statements is an example of fogging? • "I don't care what you think; this is my life and I will do what I think is best." • "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." • "I understand that you're concerned about me traveling alone. I'll ask around to find a travel companion or go with a group." • "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." CONCEPT Assertive Communication 20 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." • "Give me fewer deliveries." • "I want to be on time." CONCEPT Understanding the Distinction Between Positions and Interests 21 Which of the following best describes a likely reason that a facilitative mediator would call for a private meeting? • Private meetings are a standard part of all conflict resolution processes. • The mediator noticed that a person is uncomfortable with the process. • The mediator wants to suggest a solution to one of the participants. • The mediator wants to encourage the participants to make concessions. CONCEPT