Conflict Management Flashcards
Every person comes with their own background, and their own set of needs, perspectives, beliefs, values, and experiences. Because of this, there will be conflict. So, the first reality of conflict management is that conflict happens; it can’t be avoided.
True or False
True
During an argument, the brain and mouth stop working together. We know not to say something hurtful, but somehow the mouth doesn’t get that message and says it anyway. This leads us to say things we regret. What is the term for this disconnection?
Communication Disconnect
Perception Disconnect
Official Disconnect
Physical Disconnect
Communication Disconnect
It’s important that you don’t give up on the conversation. If you’re going to step away, it should be for the purpose of collecting your thoughts. Here, you can let the other person know that you need a moment to yourself and that you’ll continue the conversation when you’re ready.
True or False
True
In order to have a productive conversation, you have to break the escalating cycle of anger. To do that, you need to stay calm. It’s easier said than done, but adding emotion to the situation damages your ability to come to a resolution.
True or False
True
When someone is upset, the ears and the brain seem to disconnect, and listening becomes extremely difficult. So, anything the opposing party says becomes twisted and filtered with anger or frustration. What is the term for this disconnection?
Agreement Disconnect
Physical Disconnect
Perception Disconnect
Communication Disconnect
Perception Disconnect
Depending on your level of emotion during conflict, you might need to take some time to get away from the situation and calm down. If you’re so fired up that you can’t think and talk rationally, then it’s okay to take the time you need to clear your head.
True or False
True
When you’re ready to resolve conflict, you need to go into analysis mode and figure out the best way forward. Which of the following statements is a good question to ask to think logically about conflict?
Please select all that apply.
What perspective does this person have?
Is there a way for both of us to get what we want?
What are their needs, and how does it conflict with my own?
Is there someone else that can help with this situation?
What perspective does this person have?
Is there a way for both of us to get what we want?
What are their needs, and how does it conflict with my own?
Is there someone else that can help with this situation?
Making an effort to control your emotions and approach conflict objectively shows others that you are trying to diffuse the situation in order to make things productive again. It’s a chance to regroup and put your best foot forward, and hopefully encourage others to shift their tones as well.
True or False
True
The best way to maintain self-control is to look at the conflict from a certain point of view. Which of the following is the most appropriate point of view when trying to maintain self-control?
Emotional
Fearful
Logical
Hopeful
Logical
Maintaining self-control isn’t about giving in or being a pushover. It’s about being able to look at a situation objectively, understanding what’s actually happening and what matters most about the situation.
True or False
True
The last step of the EASY process is to make sure that you have, in fact, resolved the problem, by confirming with a “Yes.”
True or False
True
The first step in the EASY process is to empathize. This means understanding and sharing the feelings of another person. Which of the following statements is a good way to empathize and gain an understanding of the other person’s perspective?
Please select all that apply.
What would make this easier on you?
How did my actions impact you?
I wish you could see things my way.
Can you do me a favor?
What would make this easier on you?
How did my actions impact you?
The third step in the EASY process is where you transition to a conversation that allows you to resolve your conflict. The key is to have both parties walk away from the situation confident and happy with the results. What is the word for this step in the process?
Ask
Solve
Conversation
Manage
Solve
The EASY conflict management process stands for Empathize, Ask, Solve, then, confirm with a “Yes.” It’s a good way to maintain your own emotions, and there are some things you can do to help other people calm down, too.
True or False
True
Fill in the blank(s) below
After you empathize, then you , to get the information you need. What you want is just the facts: the who, what, when, where, why, and how.
Ask
