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Test De-escalate Conflicts with Assertiveness
Agenda
QUESTION 1: What is the key to effectively managing conflicts at work?
Ignore the conflict until it disappears
Intervene before the situation escalates, recognizing the other's emotions and seeking solutions
Find a culprit to assign responsibility
Wait for a superior to resolve the problem
2nd QUESTION: What is the first step to de-escalate a conflict that has already arisen?
Focus immediately on finding a solution
Suggest a break to calm things down
Ignoring the other person's emotions
Recognize the other person's emotions without blaming them
QUESTION 3: What is recommended to do if a discussion becomes too tense?
Suggest a break for everyone to calm down
Raise your voice to take control of the conversation
Leaving the discussion without giving explanations
Insisting on your own point of view until the other person gives in
QUESTION 4: Why should we avoid using the word "but" after acknowledging someone's point of view?
Because it strengthens one's own argument
Because it is the most respectful way to disagree
Because it nullifies what was said before
Because it opens the door to a calm discussion
QUESTION 5: What is achieved by refocusing the conversation on solutions instead of focusing on the problem?
The search for culprits deepens
The dialogue focuses on finding a solution that works for both
The other person's feelings are invalidated
More tension is generated and the conflict escalates
QUESTION 6: What is a preventive measure to prevent tensions from turning into conflicts?
Ignoring unexpressed frustrations
Avoid open communication about roles
Not having follow-up meetings to avoid friction
Clarify expectations and roles from the beginning of a project
QUESTION 7: What does using the word "and" instead of "but" demonstrate when expressing disagreement?
That you are building on what was said and not overriding it
That you have not understood the other's point of view
That you are about to start a conflict
That you do not respect the other person's opinion
QUESTION 8: What is an assertive phrase that acknowledges the problem and the intention to resolve it respectfully?
I see that this issue is important to you, and I would like to understand what concerns you
You shouldn't feel that way
You are exaggerating the situation
We don't have time for this right now
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INCORRECT QUESTIONS
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