WGU D268 RRM3 Task 2: Analyzing Workplace Conflict Communication 200 Practice Questions &
Answers
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### SECTION A: COMMUNICATION BEHAVIORS ANALYSIS
#### Topic 1: Raymond’s Escalating Behaviors
1. What nonverbal behavior did Raymond display at the start of the meeting that escalated the conflict?
A) Leaning forward with open palms
B) Keeping his arms crossed
C) Maintaining steady eye contact
D) Smiling warmly
Correct Answer: B) Keeping his arms crossed
Explanation: Raymond kept his arms crossed, which signaled to Jenna that he was not open, not
listening, and not willing to meet her halfway. This body language shut the door on productive
conversation and raised the emotional temperature instantly .
2. Which verbal behavior did Raymond use that escalated the conflict?
A) Asking open-ended questions
B) Quickly moving past Jenna’s points and staying focused on nursing’s problems
C) Using reflective listening statements
D) Acknowledging the pharmacy department’s challenges
Correct Answer: B) Quickly moving past Jenna’s points and staying focused on nursing’s problems
Explanation: By quickly moving past her points and staying focused on nursing’s problems, Raymond
invalidated Jenna’s experience. This focus made the other person feel ignored or diminished, turning
small disagreements into heated arguments .
,3. Raymond began the conversation with a sarcastic statement. What did he say?
A) "Thanks for finally showing up."
B) "Thank you for finally having this meeting."
C) "I appreciate you making time for this."
D) "Let's get this over with."
Correct Answer: B) "Thank you for finally having this meeting."
Explanation: Raymond began with a sarcastic tone, saying "Thank you for finally having this meeting."
This sarcasm is unprofessional and sets a negative, confrontational tone from the start .
4. How did Raymond’s accusatory language affect the conflict?
A) It encouraged collaboration
B) It created an "us versus them" dynamic
C) It reduced tension
D) It showed empathy for the pharmacy team
Correct Answer: B) It created an "us versus them" dynamic
Explanation: Raymond’s accusatory language and direct blame made the pharmacy team feel attacked,
leading them to become defensive rather than collaborative .
5. What did Raymond fail to show toward Jenna’s situation?
A) Interest
B) Empathy
C) Data
D) Preparation
Correct Answer: B) Empathy
Explanation: Raymond showed no empathy for the pharmacy department’s situation, further escalating
the tension. He was solely focused on nursing’s problems .
,6. Raymond’s hand movements during the conversation were described as:
A) Calm and steady
B) Aggressive and agitated
C) Minimal and controlled
D) Open and inviting
Correct Answer: B) Aggressive and agitated
Explanation: Throughout his speaking, Raymond made several hand gestures that seemed aggressive,
contributing to the escalation .
7. What did Raymond’s body language communicate to Jenna about his willingness to listen?
A) That he was ready to collaborate
B) That he was not open to discussion
C) That he was eager to find solutions
D) That he valued her input
Correct Answer: B) That he was not open to discussion
Explanation: By staying arms-crossed and tight, Raymond signaled he was not open to discuss. Jenna
read that instantly, felt shut out, and the tension rose before they even got into the issues .
8. What did Raymond do when Jenna tried to explain her team’s challenges?
A) He actively listened and asked questions
B) He was dismissive of what Jenna had to say
C) He took notes on her concerns
D) He apologized for the misunderstanding
Correct Answer: B) He was dismissive of what Jenna had to say
Explanation: When Jenna spoke, Raymond was dismissive of what Jenna had to say. He did not engage
in collaborative problem-solving .
, 9. How did Raymond’s focus on nursing’s problems affect Jenna?
A) It made her feel valued
B) It made her feel dismissed and unheard
C) It encouraged her to share more
D) It helped her see his perspective
Correct Answer: B) It made her feel dismissed and unheard
Explanation: Raymond’s focus on nursing made Jenna feel dismissed. When someone feels unheard,
they push back harder, turning a discussion into confrontation .
10. Raymond blamed which department for the delays in medication?
A) The nursing department
B) The pharmacy department
C) The administration
D) The laboratory
Correct Answer: B) The pharmacy department
Explanation: Raymond blamed the pharmacy department for the delays in medication and for the
nurses being overworked .
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#### Topic 2: Jenna’s Escalating Behaviors
11. How did Jenna initially respond when Raymond began blaming the pharmacy?
A) She remained calm and collected
B) She immediately became defensive and angry
C) She apologized for the delays
Answers
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### SECTION A: COMMUNICATION BEHAVIORS ANALYSIS
#### Topic 1: Raymond’s Escalating Behaviors
1. What nonverbal behavior did Raymond display at the start of the meeting that escalated the conflict?
A) Leaning forward with open palms
B) Keeping his arms crossed
C) Maintaining steady eye contact
D) Smiling warmly
Correct Answer: B) Keeping his arms crossed
Explanation: Raymond kept his arms crossed, which signaled to Jenna that he was not open, not
listening, and not willing to meet her halfway. This body language shut the door on productive
conversation and raised the emotional temperature instantly .
2. Which verbal behavior did Raymond use that escalated the conflict?
A) Asking open-ended questions
B) Quickly moving past Jenna’s points and staying focused on nursing’s problems
C) Using reflective listening statements
D) Acknowledging the pharmacy department’s challenges
Correct Answer: B) Quickly moving past Jenna’s points and staying focused on nursing’s problems
Explanation: By quickly moving past her points and staying focused on nursing’s problems, Raymond
invalidated Jenna’s experience. This focus made the other person feel ignored or diminished, turning
small disagreements into heated arguments .
,3. Raymond began the conversation with a sarcastic statement. What did he say?
A) "Thanks for finally showing up."
B) "Thank you for finally having this meeting."
C) "I appreciate you making time for this."
D) "Let's get this over with."
Correct Answer: B) "Thank you for finally having this meeting."
Explanation: Raymond began with a sarcastic tone, saying "Thank you for finally having this meeting."
This sarcasm is unprofessional and sets a negative, confrontational tone from the start .
4. How did Raymond’s accusatory language affect the conflict?
A) It encouraged collaboration
B) It created an "us versus them" dynamic
C) It reduced tension
D) It showed empathy for the pharmacy team
Correct Answer: B) It created an "us versus them" dynamic
Explanation: Raymond’s accusatory language and direct blame made the pharmacy team feel attacked,
leading them to become defensive rather than collaborative .
5. What did Raymond fail to show toward Jenna’s situation?
A) Interest
B) Empathy
C) Data
D) Preparation
Correct Answer: B) Empathy
Explanation: Raymond showed no empathy for the pharmacy department’s situation, further escalating
the tension. He was solely focused on nursing’s problems .
,6. Raymond’s hand movements during the conversation were described as:
A) Calm and steady
B) Aggressive and agitated
C) Minimal and controlled
D) Open and inviting
Correct Answer: B) Aggressive and agitated
Explanation: Throughout his speaking, Raymond made several hand gestures that seemed aggressive,
contributing to the escalation .
7. What did Raymond’s body language communicate to Jenna about his willingness to listen?
A) That he was ready to collaborate
B) That he was not open to discussion
C) That he was eager to find solutions
D) That he valued her input
Correct Answer: B) That he was not open to discussion
Explanation: By staying arms-crossed and tight, Raymond signaled he was not open to discuss. Jenna
read that instantly, felt shut out, and the tension rose before they even got into the issues .
8. What did Raymond do when Jenna tried to explain her team’s challenges?
A) He actively listened and asked questions
B) He was dismissive of what Jenna had to say
C) He took notes on her concerns
D) He apologized for the misunderstanding
Correct Answer: B) He was dismissive of what Jenna had to say
Explanation: When Jenna spoke, Raymond was dismissive of what Jenna had to say. He did not engage
in collaborative problem-solving .
, 9. How did Raymond’s focus on nursing’s problems affect Jenna?
A) It made her feel valued
B) It made her feel dismissed and unheard
C) It encouraged her to share more
D) It helped her see his perspective
Correct Answer: B) It made her feel dismissed and unheard
Explanation: Raymond’s focus on nursing made Jenna feel dismissed. When someone feels unheard,
they push back harder, turning a discussion into confrontation .
10. Raymond blamed which department for the delays in medication?
A) The nursing department
B) The pharmacy department
C) The administration
D) The laboratory
Correct Answer: B) The pharmacy department
Explanation: Raymond blamed the pharmacy department for the delays in medication and for the
nurses being overworked .
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#### Topic 2: Jenna’s Escalating Behaviors
11. How did Jenna initially respond when Raymond began blaming the pharmacy?
A) She remained calm and collected
B) She immediately became defensive and angry
C) She apologized for the delays
