Having Difficult Conversations

Question 1

What is true about conflict?

A. You should avoid it at almost any cost.

B. Conflict is inevitable in both your personal and professional life.

C. You will have more conflict at work than at home.

D. You might as well love it.

Answer 1

B. Conflict is inevitable in both your personal and professional life.
Correct

Even when you get along with people there will be circumstances and situations where you experience opposing drives, desires or demands.

Question 2

The outcome of using words like “always” and “never” _____.

A. shows you have a limited vocabulary

B. teaches others not to argue with you

C. contributes to exaggeration, which leads to escalation

D. makes you seem more confident

Answer 2

C. contributes to exaggeration, which leads to escalation
Correct

Words like “always” and “never” are trigger words to provoke an argument.

Question 3

When is the worst time to enter into a difficult conversation?

A. When you really like the other person

B. When you are in the mood to have a good time and drink beer

C. When the other person is sensitive

D. When you are overly emotional

Answer 3

D. When you are overly emotional
Correct

When you are overly emotional it is more difficult to stay calm and be a critical and fair thinker.

Question 4

The outcome of using words like “always” and “never” _____.

A. shows you have a limited vocabulary

B. teaches others not to argue with you

C. contributes to exaggeration, which leads to escalation

D. makes you seem more confident

Answer 4

C. contributes to exaggeration, which leads to escalation
Correct

Words like “always” and “never” are trigger words to provoke an argument.

Question 5

What is it important to do before engaging in a difficult conversation?

A. Feel fearless.

B. Figure out how to manipulate the other person.

C. Clear up negative energy.

D. Figure out how to win if an argument erupts.

Answer 5

C. Clear up negative energy.
Correct

When you are free from blame, resentment and judgment it’s easier to stay calm, make your case and listen.

Question 6

Difficult Conversation Blueprint

1. State your p______.
2. Present your o___________.
3. Listen and in____ f_______.
4. State your r______.
5. Create ac____________.

Answer 6

1. State your purpose.
2. Present your observations.
3. Listen and invite feedback.
4. State your request.
5. Create accountability.

Question 7

There is a generally accepted best way to initiate a difficult conversation.

FALSE

TRUE

Answer 7

FALSE
Correct

Question 8

Difficult conversations come in all shapes and sizes, but they all have one thing in common, Resistance. There are different forms of resistance. They are…

S
A
N
D

Answer 8

stuck
attached
negative
distracted

Question 9

What quality does every difficult conversation have in common?

A. resistance

B. a hero and a victim

C. rudeness

D. a great ending

Answer 9

A. resistance
Correct

Most of us initially resist initiating difficult conversations. Even if we don’t resist, the other person usually does. Then sometimes we even “resist their resistance.”

Question 10

What three choices do you have when others resist your efforts?

A. Beg, Plead, Pout

B. Acceptance, Boundaries, Change

C. Agreement, Rules, Conversation

D. Avoidance, Blame, Curiosity

Answer 10

B. Acceptance, Boundaries, Change
Correct

Suppose you have told your employees to stop interrupting you to visit, but they resist your request. You can either decide to accept their behaviors, or you set a boundary where the open door is only open during certain hours. This is an example of you d

Question 11

Which statement is true.

A. We are all emotional beings.

B. All of these answers

C. Even though some emotions feel better than others, emotions are neither good or bad.

D. The emotions you experience in your personal life are much the same as the emotions you experience in your professional life.

Answer 11

B. All of these answers
Correct

A. We are all emotional beings.
C. Even though some emotions feel better than others, emotions are neither good or bad.
D. The emotions you experience in your personal life are much the same as the emotions you experience in your professional life.

Question 12

Habits are ingrained and cannot be changed.

Select an answer:
TRUE
FALSE

Answer 12

FALSE

Question 13

The process of looking for evidence to confirm your preconceived notions is called _____.

Select an answer:
A. confirmed commitment
B. arrogance
C. confirmation bias
D. cluelessness

Answer 13

C. confirmation bias

Question 14

When is it easiest to listen?

Select an answer:
A. When you have a high IQ
B. When you are shy
C. When you agree with what is being said
D. When you are highly educated

Answer 14

C. When you agree with what is being said

Question 15

Which statement is correct?

Select an answer:
A. Everyone experiences conflict in the same way.
B. You shouldn’t worry about what other people think.
C. The purpose of having a difficult conversation is to change the other person’s mind.
D. Having conflict with someone in higher authority can be difficult.

Answer 15

D. Having conflict with someone in higher authority can be difficult.

Question 16

Visualization, when used properly, is a great tool for _____.

Select an answer:
A. conjuring up possible risks
B. wasting time
C. picturing a conversation that leads to a positive result
D. entertaining yourself

Answer 16

C. picturing a conversation that leads to a positive result

Question 17

What can make conversation difficult?

Select an answer:
A. all of these answers
B. the power structure
C. the relationship
D. the situation

Answer 17

*A. all of these answers

B. the power structure
C. the relationship
D. the situation

Question 18

To avoid indecisiveness what should you do?

Select an answer:
A. Change your mind a few times before making a final decision.
B. Focus on what you want, not on what you don’t want.
C. Wait until timing is perfect.
D. Find evidence to help you win your argument.

Answer 18

B. Focus on what you want, not on what you don’t want.

Question 19

When you get angry with someone because they are angry with you it generally means _____.

Select an answer:
A. someone is being unreasonable
B. you are right
C. you have anger problems
D. you are resisting their resistance

Answer 19

D. you are resisting their resistance

Question 20

You have lost control of the conversation when _____.

Select an answer:
A. when you forgot the purpose of the conversation
B. when you allow the other person to distract you
C. all of these answers apply
D. when you get into an irrelevant argument

Answer 20

*C. all of these answers apply

A. when you forgot the purpose of the conversation
B. when you allow the other person to distract you
D. when you get into an irrelevant argument

Question 21

What is the definition of resistance.

Select an answer:
A. A type of physical training you do to get a good workout and build muscle.
B. Saying “no” and setting good boundaries.
C. Any form of negativity or non-acceptance. An inability or unwillingness to move forward.
D. Stress from too much work.

Answer 21

C. Any form of negativity or non-acceptance. An inability or unwillingness to move forward.