Conflict Resolution and Management (BS602)-Semester II
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1st Module Assessment
Question 1. Identify which of the following is a way to resolve conflict ?
Select one:
a. Taking out your anger on someone else
b. Yell at each other
c. Uncertainity
d. inputs
Clear my choice
Question 2. _________involves the steps undertaken to prevent the conflict at the right time and also helps to resolve it in an effective and smooth manner.
Select one:
a. Goal conflict
b. Affective Conflict
c. Conflict Management
d. Cognitive Conflict
Clear my choice
Question 3. Most conflicts have their roots in uncertainity , and negotiation is the way of managing the
Select one:
a. resultant risk
b. failure
c. Uncertainity
d. inputs
Clear my choice
Question 4. __ is defined as a clash between individuals arising out of a difference in thought process, attitudes, understanding, interests, requirements and even sometimes perceptions
Select one:
a. Conflict
b. Friendship
c. Differences
d. Relationships
Clear my choice
Question 5. _________is situation in which desired end states or preferred outcomes appear to be incompatible.
Select one:
a. Cognitive Conflict
b. Goal conflict
c. Common Conflict
d. Affective Conflict
Clear my choice
Question 6. Conflict is________
Select one:
a. an unavoidable fact of life
b. sometimes constructive
c. a destructive force in relationships if continually avoided
d. All of the options
Clear my choice
Question 7. The process which begins when one party percieves that the other party is frustrated or is about to frustrate , with some concern of his , is known as _
Select one:
a. Conflict
b. Risk
c. Uncertainity
d. Poor management
Clear my choice
Question 8. This Type of conflict occurs between different groups within a larger organization or those who do not have the same overarching goals.
Select one:
a. Intergroup Conflict
b. Intra group Conflict
c. Intrapersonal Conflict
d. Interpersonal Conflict
Clear my choice
Question 9. ______is conflicts between two or more people in any setting; it may be at work or among friends.
Select one:
a. Interpersonal Conflict
b. Intergroup conflict
c. Intragroup conflict
d. Intrapersonal Conflict
Clear my choice
Question 10. Due to the _, a pervasive human tendency, when things go wrong in our lives, we often blame factors outside of our control.
Select one:
a. personal intervention
b. Cognitive Conflict
c. fundamental attribution error
d. BATNA
Clear my choice
Question 11. Which of the following can be adopted to control the conflict ?
A. Good Listening Skills
B. Never Criticize
C. Effective communication Skills
D. Having Patience
Select one:
a. All A, B C, D
b. Only A , B & C
c. Only A & B
d. Only B & D
Clear my choice
Question 12. Which of the following Options is a tactic of avoiding conflict?
Select one:
a. compromising
b. competing
c. stonewalling
d. autonomy
Clear my choice
Question 13. Which of the following is related to interpersonal conflict ? A. Personality Clashes B. Ineffective Communication C. Lack Of Trust
Select one:
a. Only A & B
b. Only A & C
c. All A,B,C
d. Only A
Clear my choice
Question 14. This conflict occurs between two or more people in a larger organization. It can result from different personalities or differing perspectives on how to accomplish goals. Interpersonal conflict may even occur without one party realizing there was ever conflict.
Select one:
a. Individual Conflict
b. Interpersonal Conflict
c. Intrapersonal Conflict
d. Friendship conflict
Clear my choice
Question 15. This refers to an internal dispute and involves only one individual. This conflict arises out of your own thoughts, emotions, ideas, values and predispositions. It can occur when you are struggling between what you “want to do” and what you “should do.”
Select one:
a. Individual Conflict
b. Interpersonal Conflict
c. Intrapersonal Conflict
d. Friendship conflict
Clear my choice
Question 16. You and your partner have had a heated disagreement. Emotions are raw, and feelings have been hurt. You approach your partner after a brief silence: “I’m sorry I attacked you like that. I got angry and said things I didn’t mean.” This is an example of the collaborating tactic called
Select one:
a. integration
b. smoothing
c. expanding the pie
d. confrontation
Clear my choice
Question 17. Which of the following options is a feature of conflict ?
A. One person betrays the trust of another.
B. Two or more parties have differing or opposing agendas, goals, or desires.
C. One person creates conflict by saying or doing something thoughtless or irresponsible.
Select one:
a. Only A & B
b. Only A & C
c. Only B & C
d. All A,B,C
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2nd Module Assessment
Question 1. Who were the co-creators of the concept of NLP?
Select one:
a. Richard Bandler
b. John Binder
c. Frank Pucelik
d. All of the options
Clear my choice
Question 2. Which other term does NOT describe the effect of rapport?
Select one:
a. Being in sync
b. Biology
c. Clicking
d. Chemistry
Clear my choice
Question 3. Which among the following is/ are techniques of NLP?
Select one:
a. Time Travel
b. Macro Strategies
c. Milton Model
d. All of the options
Clear my choice
Question 4. Which among the following is NOT a way to improve communication discussed in this session?
Select one:
a. Study and understand non-verbal cues
b. Emotions management
c. Building rapport and NLP
d. Identifying problems with communication
Clear my choice
Question 5. Which of these is NOT an example of Interpersonal communication?
Select one:
a. Expressing emotions through facial expressions
b. News reading through sign language
c. Sending a party invite
d. Airport announcements
Clear my choice
Question 6. Which theory suggests that we gain information to interact effectively?
Select one:
a. Social Interaction
b. Social Penetration
c. Social Inclusion
d. Social Function
Clear my choice
Question 7. Conflict Management is an important interpersonal skill. This statement is:
Select one:
a. TRUE
b. FALSE
c. DON’T KNOW
d. CANT SAY
Clear my choice
Question 8. Which element/ stage enables the sender to understand whether the message has been interpreted correctly or not?
Select one:
a. Noise
b. Feedback
c. Channel
d. Message
Clear my choice
Question 9. Which actions help in mirroring technique?
Select one:
a. Matching breath rhythm
b. Matching voice tone
c. Matching energy levels
d. All of the options
Clear my choice
Question 10. What are some examples of attitudinal barriers?
Select one:
a. Differences in perception
b. Lack of interest/ motivation
c. Prejudices
d. All of the options
Clear my choice
Question 11. Most recommended style of communication is assertive. This statement is:
Select one:
a. TRUE
b. FALSE
c. DON’T KNOW
d. CANT SAY
Clear my choice
Question 12. Which among the following is NOT a part of the Behavioral Communication Continuum?
Select one:
a. Communications often involve distorted messages
b. Communicates non-verbally
c. Communicates via clear messages
d. Communicates indirectly
Clear my choice
Question 13. Which of these is/ are aspects of the amiable behavioral style?
Select one:
a. Dislikes details
b. Values time
c. Maybe impatient
d. ALL of the options
Clear my choice
Question 14. Which of these is/ are aspects of the amiable behavioral style?
Select one:
a. Define goals
b. Exhibit empathy
c. Involve everyone
d. ALL of the options
Clear my choice
Question 15. Which of the following is a feature of Interpersonal Communication?
A. It Is a Dynamic Process
B. It Is Irreversible
C. It Is Learned
Select one:
a. Only A
b. Only A & B
c. Only B & C
d. All A,B,C
Clear my choice
Question 16. Which of the following can be a technique for establishing rapport ?
A. Actively listen
B. Find common ground
C. Remember people’s names
D. Reserve judgment
Select one:
a. Only A & B
b. Only A , B & C
c. Only B & D
d. All A, B C, D
Clear my choice
Question 17. Which of the following is not a characteristic of Interpersonal Communication.?
Select one:
a. Showing Empathy and Understanding
b. Not Being Respectful of Others
c. Being a Clear Communicator
d. Being Receptive to Feedback
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3rd Module Assessment
Question 1. Every individual’s perception of relationships is affected by their view of inter-relationship between self and others. Is this statement?
Select one:
a. TRUE
b. FALSE
c. Partially True
d. CANT SAY
Clear my choice
Question 2. The need for relationships are influenced by personal eneds of human beings as explored in psychology by William Schultz. This statement is ?
Select one:
a. TRUE
b. FALSE
c. DON’T KNOW
d. CANT SAY
Clear my choice
Question 3. Sustaining healthy relationships entails which of the following behaviors?:
Select one:
a. Pretending not to judge
b. Fearing rejection constantly
c. Sharing experiences/ activities
d. Agreeing just for appearances
Clear my choice
Question 4. Positive social interactions have been referred to as appetizers by Reis & Gable (2003). this statement is ?
Select one:
a. TRUE
b. FALSE
c. Partially True
d. CANT SAY
Clear my choice
Question 5. Healthy relationships entail which of the following behaviour?:
Select one:
a. Being open to admitting mistakes and correcting them
b. Fulfilling the law of reciprocity
c. Acting in line with what one thinks and says
d. All of the options
Clear my choice
Question 6. The factors leading to healthy relationships are also signs of healthy relationships. this statement IS ?
Select one:
a. TRUE
b. FALSE
c. Partially True
d. CANT SAY
Clear my choice
Question 7. Which of the following are important components of MCM
Select one:
a. Vocal
b. Verbal
c. Visual
d. All of the options
Clear my choice
Question 8. Which of the following is NOT one of the types of work relationships?
Select one:
a. Tentative
b. Trusted
c. Targeted
d. Tactful
Clear my choice
Question 9. Which of the following is NOT a way to build good/ healthy workplace relationships?:
Select one:
a. Sacrificing personal beliefs/ principles
b. Identifying relationship needs
c. Focusing on positivity
d. Maintaining boundaries
Clear my choice
Question 10. Which of the following is NOT a way to manage difficult workplace relationships?:
Select one:
a. Be upfront
b. Be aggressive
c. Be mindful of mental health issues
d. Be tolerant
Clear my choice
Question 11. Nonverbal communication is the use of , tone of voice, body language, and facial expressions to communicate your thoughts and feelings without using words.
Select one:
a. Electronic devices
b. social media
c. gestures
d. anger
Clear my choice
Question 12. _ is thought to be the most effective and healthy style of communication.
Select one:
a. Assertive Communication
b. Verbal Communication
c. Written Communication
d. Gestures
Clear my choice
Question 13. Making a presentation requires which of the following forms of communication.
A. Verbal communication
B. Nonverbal communication
C. Written communication
D. Visual communication
Select one:
a. All A, B C, D
b. Only A , B & C
c. Only B & D
d. Only A & B
Clear my choice
Question 14. ___________is characterized by actions and behaviors that benefit the other person.
Select one:
a. Intentionality Levels
b. Assistive Attitude
c. Resistive Attitude
d. Hypo telic Level of Intention (I have a doubt on this)
Clear my choice
Question 15. As per Mehrabian’s Communication Model findings , which of the following is not correct ?
A. 7% of message pertaining to feelings and attitudes is in the words that are spoken
B. 38% of message pertaining to feelings and attitudes is paralinguistic (the way that the words are said).
C. 55% of message pertaining to feelings and attitudes is in facial expression.
D. 15 % Pertaining to the Gestures
Select one:
a. Only A
b. Only D
c. Only A & B
d. Only C
Clear my choice
Question 16. Healthy relationships are important in the workplace in order to :
A. Build Trust
B. Increase Work Efficiency
C. Reduce Stress
D. To Boost an Employee’s Morale
Select one:
a. Only A & B
b. Only A , B & C
c. Only B & D
d. All A, B C, D
Clear my choice
Question 17. __ refers to an individual’s acts and behavior that are directed towards the recipient and appear to weaken the other person.
Select one:
a. Resistive attitude
b. Intentionality Levels
c. Assistive Attitude
d. Hypo telic Level of Intention
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4th Module Assessment
Question 1. Which of the following are signs of Behavioral stress?
A. Chewing of nails
B. Sleeplessness
C. Drug abuse
Select one:
a. Only A & B
b. Only A & C
c. Only B & C
d. All A,B,C
Clear my choice
Question 2. Coping with stress is a function of?
A. Our DNA
B. Our mental make up
C. Our internal resilience
Select one:
a. Only A & B
b. Only A & C
c. Only B & C
d. All A,B,C
Clear my choice
Question 3. Demonstrating resilience in coping with stress means
A. Ability to fight stress
B. Bounce back quickly
C. Look for potential solutions to deal with stress
Select one:
a. All A,B,C
b. Only A & C
c. Only B & C
d. Only A & B
Clear my choice
Question 4. Giving an employee an order to leave the organization is an example of what kind of stress?
Select one:
a. Physical
b. Psychological
c. Encounter
d. Emotional
Clear my choice
Question 5. When you are resilient, you tend to
Select one:
a. Focus on the problem
b. Focus on the solution
c. Worry all the time
d. Be Paranoid
Clear my choice
Question 6. Chronic Stress on account of emotions is usually related to?
Select one:
a. Anger
b. Frustration
c. Depression
d. All of the options
Clear my choice
Question 7. Which of the following is not a cognitive ability?
Select one:
a. Data analysis
b. Singing
c. Comprehension
d. Problem solving
Clear my choice
Question 8. Behavioral warning sign of stress is?
A. Appetite change
B. Indulging in vices
C. Procrastination
Select one:
a. All A,B,C
b. Only A & B
c. Only B & C
d. Only A
Clear my choice
Question 9. Stress impacts?
Select one:
a. Physical condition
b. Mental condition
c. Psychological well being
d. All of the options
Clear my choice
Question 10. Which of the following is not an emotional ability?
Select one:
a. Connecting with people
b. Deep relationships
c. Data Interpretation
d. Reaching out to help
Clear my choice
Question 11. The ability to laugh over worrying situation is an example of
Select one:
a. Stressors
b. Being aware of situations
c. Being Resilient
d. Raising self awareness
Clear my choice
Question 12. Emotional warning sign of stress is?
A. Agitation
B. Mood swings
C. Hypertension
Select one:
a. Only A & B
b. All A,B,C
c. Only B & C
d. Only A
Clear my choice
Question 13. Which of the following can be a Stress trigger
A. Job loss
B. Family issues
C. Financial pressures
Select one:
a. All A,B,C
b. Only A & B
c. Only B & C
d. Only A
Clear my choice
Question 14. Which of the following is an example of Good stress?
A. A Promotion speech
B. Going on a vacation
C. Buying a house
Select one:
a. Only A & B
b. Only A & C
c. Only B & C
d. All A,B,C
Clear my choice
Question 15. Which of the following is an example of stress on account of internal factors?
A. Low self esteem
B. Pessimism
C. Repeated failures
Select one:
a. Only A
b. Only A & B
c. Only B & C
d. All A,B,C
Clear my choice
Question 16. Which of this is not a Stress Management techniques
Select one:
a. Developing a hobby
b. Networking with like minded people
c. Focusing on the problem & not the solution
d. Seeking a Therapist
Clear my choice
Question 17. Which of the following is not true for managing GAS
Select one:
a. Yoga
b. Paranoia
c. Relaxation
d. Meditation
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5th Module Assessment
Question 1. Allowing emotions to take over can result in?
Select one:
a. Breakdown in communication
b. Parties moving away from the discussion table
c. Being seen an unprofessional
d. All of the options
Clear my choice
Question 2. Addressing matters in private is a powerful resolution tool since?
A. It provides dignity & respect
B. Helps the other person open up
C. Eliminates the involvement of bystanders
Select one:
a. Only A & B
b. Only A & C
c. Only B & C
d. All A,B,C
Clear my choice
Question 3. A Conflict is ?
A. Disagreement
B. Having different views
C. Value systems not aligned
Select one:
a. Only A & B
b. Only A & C
c. Only B & C
d. All A,B,C
Clear my choice
Question 4. Organization stresses can be both internal & external. This Statement is ?
Select one:
a. TRUE
b. FALSE
c. Partially True
d. CANT SAY
Clear my choice
Question 5. BATNA kicks when?
A. There is a buyer
B. There is a seller
C. There is an intent to negotiate
Select one:
a. All A,B,C
b. Only A & C
c. Only B & C
d. Only A & B
Clear my choice
Question 6. When someone uses authority to push a decision, it is?
Select one:
a. Reconciliation
b. Withdrawal
c. Forcing
d. Accommodating
Clear my choice
Question 7. The negatives of Conflict are?
Select one:
a. Animosity
b. Bitterness
c. Loss of productivity
d. All of the options
Clear my choice
Question 8. In Kenneth Thomas and Ralph Kilmann Strategy Model model, accommodating means ?
Select one:
a. Problem Solving
b. Trying to include others
c. Withdrawal
d. Side stepping a conflict
Clear my choice
Question 9. A positive conflict between Sales & Marketing Teams can result in?
Select one:
a. Better consumer communication
b. Market share gains
c. Enhancement of creativity
d. All of the options
Clear my choice
Question 10. Positive conflict results in ?
A. Better outcomes
B. Different points of views
C. Better creativity
Select one:
a. All A,B,C
b. Only A & C
c. Only B & C
d. Only A & B
Clear my choice
Question 11. When there is lack of trust, what technique is used?
Select one:
a. Reconciliation
b. Withdrawal
c. Compromise
d. Accommodating
Clear my choice
Question 12. Addressing matters in private is a powerful resolution tool since?
A. It provides dignity & respect
B. Helps the other person open up
C. Eliminates the involvement of bystanders
Select one:
a. Only A
b. Only A & B
c. All A,B,C
d. Only B & C
Clear my choice
Question 13. resolution tool since?
A. It calms the other person
B. Helps one get away from stress & anxiety
C. Reduces the possibility of other person becoming aggressive
Select one:
a. All A,B,C
b. Only A & B
c. Only B & C
d. Only A
Clear my choice
Question 14. A sellers WATNA is?
A. How much low can he go on transaction
B. How much high can he go on transaction
Select one:
a. Only A
b. Only B
c. Both A & B
d. None of the options
Clear my choice
Question 15. Online Conflict Resolution is important in modern day context because?
A. Disputing parties could be remotely located
B. People cant travel all the time
C. The mediator / arbitrator may not be in the same location as the disputing parties
Select one:
a. Only A
b. Only A & B
c. Only B & C
d. All A,B,C
Clear my choice
Question 16. WATNA is a ?
A. Conflict management tool
B. A negotiation tool
C. A business transaction tool
Select one:
a. Only A
b. Only A & B
c. Only B & C
d. All A,B,C
Clear my choice
Question 17. BATNA is a ?
A. Conflict management tool
B. A negotiation tool
C. A business transaction tool
Select one:
a. Only A & B
b. All A , B & C
c. Only B & C
d. Only A & C
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Assignment 2
Case Study:
Tension in the workplace can be a result of multiple factors. Such as job dissatisfaction, cultural differences, personal aspirations, and many more. If left undealt with, these issues can wreak havoc on your employees’ productivity. They can cause even deeper problems like absenteeism and high employee turnover.
Although conflicts have a negative connotation, you can turn them around and make them work to your advantage!
Conflict management is the sum of techniques and practices a good team leader follows to handle conflicts among staff members or between employees and the higher management.
Employee dispute resolution in the workplace is not an easy task. It takes a lot of sensible thinking and a sense of fairness to bring the two opposite sides to compromise and work out their differences in a civilized manner.
There are several approaches to conflict management. Depending on the type of conflict, you can choose a different course of action. Unfortunately, there are many types of conflict in the workplace, and it would be wise to be aware of most of them.
Workplace conflict is inevitable when employees of various backgrounds and different work styles are brought together for a shared business purpose. Conflict can—and should—be managed and resolved. With tensions and anxieties at an all-time high due to the current political divide and racial inequity discussions at work, the chances for workplace conflict have increased. This toolkit examines the causes and effects of workplace conflict and the reasons why employers should act to address conflict.
The first steps in handling workplace conflict belong, in most cases, to the employees who are at odds with one another. The employer’s role—exercised by managers and HR professionals—is significant, however, and is grounded in the development of a workplace culture designed to prevent conflict among employees to the extent possible. The basis for such a culture is strong employee relations, namely, fairness, trust and mutual respect at all levels.
Employers can manage workplace conflict by creating an organizational culture designed to preclude conflict as much as possible and by dealing promptly and equitably with conflict that employees cannot resolve among themselves. To manage conflict, employers should consider the following:
Make certain that policies and communication are clear and consistent, and make the rationale for decisions transparent.
Ensure that all employees—not just managers—are accountable for resolving conflict.
Do not ignore conflict, and do not avoid taking steps to prevent it.
Seek to understand the underlying emotions of the employees in conflict.
Keep in mind that approaches to resolving conflict may depend on the circumstances of the conflict.
Most often Conflict at workplace can occour because
Select one:
a. Coworkers steal each other’s ideas
b. Competition between coworkers is brutal
c. Two sets of demands, goals, or motives are incompatible.
d. Management is too demanding of workers.
Clear my choice
Question 2. Which of the following is NOTa typical behavior of workplace bullies ?
Select one:
a. Giving compliments.
b. Making threats.
c. Interrupting others.
d. Creating physical and mental stress for others.
Clear my choice
Question 3. Both positive and negative consequences of conflict can occour in workplace. A positive consequence is ___, while a negative consequence is _.
Select one:
a. Becoming more creative, wasting time and energy
b. Receiving attention from management, giving money to charity
c. Finding better employment elsewhere, receiving attention from management
d. Financial and emotional costs, becoming united after the conflict
Clear my choice
Question 4. Which of the following is not an effective technique for resolving conflict with angry people ?
Select one:
a. Confront.
b. Contain.
c. Connect.
d. Compassion
Clear my choice
Question 5. Tension in the workplace can be a result of which of the following factors ?
A. job dissatisfaction
B. cultural differences
C. personal aspirations
Select one:
a. Only A
b. Only A & B
c. Only B & C
d. All A,B,C
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