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Exam 6: Dealing With Conflict

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Question 1

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Some people have negative attitudes and use negative strokes that hurt others. Is giving negative strokes unethical behavior?

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The concept of "negative strokes" refers...

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Question 2

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List the steps of initiating, responding to, and mediating conflict resolutions.

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The initiating conflict resolution steps are: step (1) plan to maintain ownership of the problem using the XYZ model; step (2) implement your plan persistently; and step (3) make an agreement for change. • The responding to conflict resolution steps are as follows: step (1) listen to and paraphrase the problem using the XYZ model; step (2) agree with some aspect of the complaint; step (3) ask for, and/or give, alternative solutions; and step (4) make an agreement for change. • The mediating conflict resolution steps are as follows: step (1) have each party state his or her complaint using the XYZ model; step (2) agree on the problem(s); step (3) develop alternative solutions; and step (4) make an agreement for change, and follow up.

Question 3

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"Sure, I'll look over those numbers once again," said Sam walking out in a huff and slamming the door. This is a case of _____ behavior.

A key factor in controlling your anger is using passive behavior.

"I would prefer you keeping me informed the next time you decide to come to work late so that I may make alternate plans." This is an example of a(n) _____ response.

The _____ conflict style user attempts to passively ignore the conflict rather than resolve it.

_____ behavior is an avoidance of behavior or an accommodation of the other party's wishes without standing up for one's own rights.

Anger can lead to assertive behavior to resolve problems.

The _____ conflict style user assertively attempts to resolve the conflict with the best solution agreeable to all parties.

_____ is a person who confronts another person (or other people) about a conflict.

"I need you to make a presentation to a potential client today." "Why do I have to do it? Can't you get someone else to do it?" Which of the following transactions is this an example of?

The compromising style is appropriate to use when time is short.

Which of the following is a positive outcome of anger?

A hostile environment, also called _____, causes violence at the workplace.

The _____ uses reassuring responses that are protecting, permitting, and consoling.

Being afraid to be assertive is not a problem; it's not being assertive when one is afraid that's the problem.

The life position of an assertive person is:

Cindy didn't say anything the first time Carl jostled her as they passed in the hall. On the way back, he did it again. This time, Cindy caught his eye, smiled, and said, "Carl, you should signal before crossing into my lane." Cindy's behavior is best described as _____.

A key factor in controlling anger is being:

State the appropriate uses of the five conflict management styles.