SCORE
UNIT 3 — MILESTONE 3 19/21
19/21 that's 90% RETAKE
19 questions were answered correctly.
2 questions were answered incorrectly.
1
A(n) __________ is a conflict resolution technique used to explain how and why another person's actions affect
the speaker.
confirmation message
you-statement
clarifying question
I-statement
CONCEPT
I-Statements
Report an issue with this question
2
Joe is going to assist Brenda in improving her department's workload by implementing a checks and balances
system in the mailroom. Brenda is going to ensure her team adheres to this new system so that Joe is able to get
the documents he needs on time.
This is an example of which of the following?
Demonstrating a collaborative relationship
Engaging in active listening
Shifting from content to process
Suspending judgement
CONCEPT
Prioritizing and Interlinking Options
Report an issue with this question
3
Which of the following best describes the state of impasse?
The conflict begins to escalate again.
The conflict resolution process is immediately abandoned.
Some or all of both parties’ needs cannot be met jointly.
This study source was downloaded by 100000850872992 from CourseHero.com on 03-17-2023 16:52:19 GMT -05:00
The parties agree to continue the conflict indefinitely.
https://www.coursehero.com/file/185774377/Conflict-Resolution-Unit-3-Milestone-3-Sophia-Learningpdf/
, SCORE
UNIT 3 — MILESTONECONCEPT
3 19/21
Impasses
Report an issue with this question
4
Joe borrowed his father's car to go to a football game, and got into an accident on the way home. When his father,
Devon, found out, he was very upset, and the two got into an argument over who was responsible. Devon
demanded that Joe take the car to the shop and pay to have it fixed right away, but Joe said that if he did that, he
wouldn't be able to afford to go to any of the school dances.
At that point, Joe's mother stepped in.
Which of the following statements would be the best demonstration of active listening by Joe's mother?
"Joe, you wrecked your father's car. You should take responsibility
for your actions."
"Devon, honey, don't be so hard on Joe. He's only a kid!"
"Devon, I understand why you are so upset with Joe and want him
to pay for the repairs."
"Devon, school dances are extremely important to our children. We
can't prevent Joe from going— that's too harsh!"
CONCEPT
Active Listening Overview
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5
Jim and Bob are in a mediation over a landlord-tenant dispute. Bob has said that his main interest is in getting the
rent check by the fifth of each month, as the property and maintenance bills are due shortly after.
Which of the following statements might a mediator say to Jim to help him see that meeting Bob's needs is as
important as meeting his own?
So you understand that Bob needs the rent check by the fifth of
each month, right?
Is there a reason you cannot give Bob the rent check by the fifth? If
not, can we say that this is an interest we need to meet?
Do you see that Bob isn't intentionally trying to give you a hard
time?
Take a moment to explain to Bob why you don't want to pay by the
fifth of each month, to help him agree with your side.
CONCEPT
Conflict as Partnership
Report an issue with this question
6
In a divorce case, the husband wants $1,600.00 per month in child support to provide for the children. The wife
states that she just wants the children to have everything they need, regardless of how much it costs in child
support. The judge decides that the father should get $1,400.00 per month based on both parties' incomes and an
analysis of the children's needs.
This study source was downloaded by 100000850872992 from CourseHero.com on 03-17-2023 16:52:19 GMT -05:00
In this case the wife's __________ was met, but the husband's __________ was not met.
https://www.coursehero.com/file/185774377/Conflict-Resolution-Unit-3-Milestone-3-Sophia-Learningpdf/
UNIT 3 — MILESTONE 3 19/21
19/21 that's 90% RETAKE
19 questions were answered correctly.
2 questions were answered incorrectly.
1
A(n) __________ is a conflict resolution technique used to explain how and why another person's actions affect
the speaker.
confirmation message
you-statement
clarifying question
I-statement
CONCEPT
I-Statements
Report an issue with this question
2
Joe is going to assist Brenda in improving her department's workload by implementing a checks and balances
system in the mailroom. Brenda is going to ensure her team adheres to this new system so that Joe is able to get
the documents he needs on time.
This is an example of which of the following?
Demonstrating a collaborative relationship
Engaging in active listening
Shifting from content to process
Suspending judgement
CONCEPT
Prioritizing and Interlinking Options
Report an issue with this question
3
Which of the following best describes the state of impasse?
The conflict begins to escalate again.
The conflict resolution process is immediately abandoned.
Some or all of both parties’ needs cannot be met jointly.
This study source was downloaded by 100000850872992 from CourseHero.com on 03-17-2023 16:52:19 GMT -05:00
The parties agree to continue the conflict indefinitely.
https://www.coursehero.com/file/185774377/Conflict-Resolution-Unit-3-Milestone-3-Sophia-Learningpdf/
, SCORE
UNIT 3 — MILESTONECONCEPT
3 19/21
Impasses
Report an issue with this question
4
Joe borrowed his father's car to go to a football game, and got into an accident on the way home. When his father,
Devon, found out, he was very upset, and the two got into an argument over who was responsible. Devon
demanded that Joe take the car to the shop and pay to have it fixed right away, but Joe said that if he did that, he
wouldn't be able to afford to go to any of the school dances.
At that point, Joe's mother stepped in.
Which of the following statements would be the best demonstration of active listening by Joe's mother?
"Joe, you wrecked your father's car. You should take responsibility
for your actions."
"Devon, honey, don't be so hard on Joe. He's only a kid!"
"Devon, I understand why you are so upset with Joe and want him
to pay for the repairs."
"Devon, school dances are extremely important to our children. We
can't prevent Joe from going— that's too harsh!"
CONCEPT
Active Listening Overview
Report an issue with this question
5
Jim and Bob are in a mediation over a landlord-tenant dispute. Bob has said that his main interest is in getting the
rent check by the fifth of each month, as the property and maintenance bills are due shortly after.
Which of the following statements might a mediator say to Jim to help him see that meeting Bob's needs is as
important as meeting his own?
So you understand that Bob needs the rent check by the fifth of
each month, right?
Is there a reason you cannot give Bob the rent check by the fifth? If
not, can we say that this is an interest we need to meet?
Do you see that Bob isn't intentionally trying to give you a hard
time?
Take a moment to explain to Bob why you don't want to pay by the
fifth of each month, to help him agree with your side.
CONCEPT
Conflict as Partnership
Report an issue with this question
6
In a divorce case, the husband wants $1,600.00 per month in child support to provide for the children. The wife
states that she just wants the children to have everything they need, regardless of how much it costs in child
support. The judge decides that the father should get $1,400.00 per month based on both parties' incomes and an
analysis of the children's needs.
This study source was downloaded by 100000850872992 from CourseHero.com on 03-17-2023 16:52:19 GMT -05:00
In this case the wife's __________ was met, but the husband's __________ was not met.
https://www.coursehero.com/file/185774377/Conflict-Resolution-Unit-3-Milestone-3-Sophia-Learningpdf/
