Lesson 7

Question 1

What are 5 types of conflict styles?

Answer 1

1. Avoiding
2. Accommodating
3. Forcing
4. Compromising
5. Collaborating

Question 2

Avoiding

Answer 2

Issue and relationship both are insignificant

Question 3

Accommodating

Answer 3

Relationship is more important than the issue

Question 4

Forcing

Answer 4

The issue is more important than the relationship

Question 5

Compromising

Answer 5

Cooperation is importnat

- give a little get a little

Question 6

Collaborating

Answer 6

Relationship and issue are both important

- takes more time

Question 7

What are the 6 steps on how to solve conflict?

Answer 7

1. Listen
2. Understand the others point of view
3. Show you care about the relationship
4. Look for common ground
5. Invent new problem soling options
6. Reach an agreement based on what is fair

Question 8

What are 4 conflict management principles?

Answer 8

1. Separate the people from the problem
2. Focus on shared interests
3. Generate many options to solve problems
4. Base decisions on an objective criteria

Question 9

What are 5 examples of confirming responses?

Answer 9

1. Direct acknowledgement
2. Agreement with content
3. Supportive response
4. Clarifying response
5. Expression of positive feeling

Question 10

What is an example of impervious response? (2)

Answer 10

1. Unbending

2. Inflexible

Question 11

What is an example of an interrupting response?

Answer 11

Butting in

Question 12

What is an example of an irrelevant response?

Answer 12

Unrelated

Question 13

What is an example of a tangential response?

Answer 13

Peripheral

Question 14

What is an example of an impersonal response? (2)

Answer 14

1. Unfriendly

2. Cold

Question 15

What is an example of an incoherent response? (2)

Answer 15

1. Jumbled

2. Rambling

Question 16

What is an example of an incongruous response? (2)

Answer 16

1. Out of place

2. Odd

Question 17

What are 3 skills for dealing with difficult individuals?

Answer 17

1. Manage your emotions
2. Describe what is upsetting you
3. Return to the issue of contention

Question 18

How do you manage your emotions? (2)

Answer 18

1. Use self talk

2. Avoid personal attacks and name calling

Question 19

How do you describe what it upsetting you? (3)

Answer 19

1. Use “I” messages
2. Disclose your feelings
3. Avoid emotional overstatement

Question 20

How do you return to the issue of contention?

Answer 20

Expose the hidden power of control issues

Question 21

What are 4 types of presentations?

Answer 21

1. Memorized
2. Manuscript
3. Impromptu
4. Extemporaneous

Question 22

Memorized presentations (3)

Answer 22

1. Low chance of engaging with the audience
2. Presentation will appear studied and not focused on the audience contact
3. If you lose your spot its hard to come back from

Question 23

Manuscript presentation (4)

Answer 23

1. Reading word for word
2. Only appropriate when needing exact wording
3. Inhibits eye contact with audience
4. Typically boring for the audience

Question 24

Impromptu presentation (2)

Answer 24

1. Called upon to speak to a group without any advance notice
2. Best idea is to quickly organize your thoughts and order of structure

Question 25

Extemporaneous presentation (3)

Answer 25

1. Prepare in advance for your presentation 2. Engage your audience through eye contact and responding to their reactions 3. Has carefully organized ideas in point form

Question 26

What are all presentations? (2)

Answer 26

1. Informative | 2. Persuasive

Question 27

What are 8 examples of when you have to public speak?

Answer 27

1. Sweaty palms 2. Butterflies in your stomach 3. Fidgety/stunned 4. Loss of breath/dry mouth 5. Forget all the words 6. Stammering voice 7. Speak quickly 8. Speak quietly

Question 28

What are methods you can use to control your nerves?

Answer 28

1. Arrive early - get settled in 2. Meet your audience 3. Know your material 4. Relax your muscles 5. Visualize success 6. Maintain perspective 7. Breath 8. Move 9. Eye contact 10. Take in support 11. Focus on your message 12. Dont tell us your nervous 13. Present more often - practice makes perfect