Conflict Resolution Quiz

If you are in a confrontational situation, which of these is a suitable action to take?

Mirror what they are doing to defuse things

Shout loader so you can be heard

Maintain eye contact and remain calm

Quickly move over to them

Correct! Wrong!

What are the four main categories of assault?

Verbal insult, common assault, actual bodily harm, greater bodily harm

Verbal insult, accidental assault, actual bodily harm, greater bodily harm

Common assault, actual bodily harm, grievous bodily harm, grievous bodily harm with intent

Common assault, accidental bodily harm, grievous bodily harm, grievous intent

Correct! Wrong!

What is an example of the benefits from the implementation of personal safety policies and procedures?

Lower insurance costs

Lower security costs

Lower recruitment costs

Lower violence or conflict at work

Correct! Wrong!

What is a recommended way to avoid escalation when things are getting a little heated in a conflict management situation?

Make sure you get your point across so there is no confusion in the future

Prevent the other person having an exit route so it will be sorted there and then

Allow the other person an exit route to leave option open for them to leave the situation at any time

Take them by the arm to see the manager

Correct! Wrong!

For risk to safety associated with the working environments, which of these environments is a greater risk to staff personal safety?

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Working in pairs

Working in small groups

Working in an open plan office with others

Lone working

Correct! Wrong!

When talking to people involved in a confrontation, what should you do?

Interrupt to get your point across

Take side so the person know they are in the wrong

Validate feelings and reasoning

Focus on the one perspective you feel is correct

Correct! Wrong!

What is one of the best practice principles of conflict management?

Make sure you can shout loader to be heard

Get staff training in martial arts

Both parties accept that a problem exists and are open minded when seeking a solution

Ensure the other party does not get the better of you

Correct! Wrong!

Which one of the following are indicators of aggressive behaviour?

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Deliberate silence

Closing desks

Avoidance

Verbal abuse

Correct! Wrong!

How might you avoiding conflict in the workplace?

Quickly make assumptions about people

Don't pay any attention to peoples emotions or feelings

Avoid misunderstanding by choosing word carefully

Ignore signs of tension until they escalate

Correct! Wrong!

What might you consider doing if a conflict cannot be resolved after an intervention?

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Firing both employees to eliminate the conflict

Leave things as it will resolve itself

Move employees to other departments

Constantly supervise both

Correct! Wrong!

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