Chapter 9: Opening the Doors to Conflict Resolution
ANSWERS TO TRUE/FALSE QUESTIONS FROM THE TEXT
1. T
ANSWERS TO MULTIPLE CHOICE QUESTIONS FROM THE TEXT
1. b
SUGGESTED ANSWERS TO DISCUSSION QUESTIONS FROM THE TEXT
1. Tell them as clearly and specifically as possible.
2. People sometimes will not change their behavior until their behavior costs them something
3. Sit down with the person, and have a private discussion. Ask her to describe an experience
4. Answers to this vary. Many people show their anger behaviorally or non-verbally. Some
possibility of confusion and misinterpretation.
5. After open discussion of this question, encourage the students to consider the following
activity: “Over the course of a week, log the number of conversations you have with others.
SUGGESTIONS FOR THE CASE FROM THE TEXT
Case: Engaging in supportive confrontation
Starting tips: Have students read the case ahead of time, as well as the role profiles for Joe and
When conducting the case discussion, note that the discussion is divided into Part A and Part B.
Part A involves analysis, whereas Part B primarily involves the application of skills. In Part A,
Desired outcomes: For Part A, the following general conclusions may be drawn:
1. Joe currently owns the problem. Kim’s behavior and the fact that Jim Talent wants Joe to
also be concerned.
2. Joe may need to do some research as to why Kim is acting the way Kim is. Did Joe do
bothers Joe.
3. (a) Change his attitude: If Joe concludes that he must change his attitude, he is telling
(b) Change the environment: Joe cannot easily walk away. Not only does Jim Talent
(c) Confront Kim’s behavior. To be effective and perhaps prevent future conflicts and
For Part B, walk through the various suggestions offered in the text. Specifically, address “Step
5: Meet to resolve the conflict” and discuss what Joe must do to achieve Goal 1 and make the
Suggested summary: Students should appreciate the value of carefully analyzing and preparing
for a meeting to address a conflict situation before confronting an individual. They should
TEST QUESTIONS
True or False questions (each worth 1 or 2 points)
__T__ 1. A supportive atmosphere fosters openness where actions and words are
non-judgmental.
__F__ 2. Hidden agendas create supportive atmospheres.
Multiple Choice (worth 2 or 3 points each)
d. Roadblocks to effective conflict resolution
a. No one
b. You
d. Communicate your feelings verbally and not behaviorally
Short Answer essay questions (each worth up to 10 points)
1. List the six steps of the Conflict Resolution through Supportive Confrontation strategy.
Answer:
Step 1: Identify problem ownership using your “Window on Behavior”
Step 2: Research and reflect
2. List and describe the “Three Alternatives Rule.”
Answer:
The “Three Alternatives Rule” states that when someone’s behavior or a situation causes
you a problem, there are basically three things you can do about it. You can:
1. Change your attitude. Psychologically move the behavior from the unacceptable area of
2. Change your environment. Make changes to your physical environment or remove
3. Describe the differences between a conversation and a sell-job and explain how each affects
conflict.
Answer:
Conversations are integral to creating a supportive atmosphere. A conversation is an open
them.