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Test Self-Control: The Secret to Avoiding and Resolving Conflict
Agenda
QUESTION 1: What is the cornerstone and core skill for successful conflict management?
Assertiveness
Self-control
Empathy
Communication
2nd QUESTION: What does self-control really imply, according to the clarification in the text?
Avoid any situation that may generate negative emotions
Completely suppress any emotion to appear more professional
Always react impulsively to be completely honest
It's not about suppressing emotions, but about being aware of them so you can choose a thoughtful response instead of an impulsive reaction
QUESTION 3: In the hotel reservation example, what would be the impulsive reaction that demonstrates a lack of self-control?
Appeal to the receptionist for help in finding a solution
Find a room in a nearby hotel on your own
Call the reservation center to complain
Creating unnecessary conflict with the only person who could help
QUESTION 4: What can be achieved by staying calm and composed in a disagreement?
Avoid an escalation of the situation and maintain a civilized negotiation
Win the argument quickly
Demonstrate superiority over the other person
Speed up problem resolution
QUESTION 5: Besides preventing a conflict from starting, what is self-control essential for?
To win the argument
To de-escalate and reverse it if it has already started
To impose one's own point of view on that of others
To demonstrate who has more authority
QUESTION 6: What is the first and most crucial step to prevent a disagreement from escalating into a major confrontation?
The ability to present the best logical arguments
The ability to control one's emotions, especially anger or frustration
The immediate intervention of a superior
Strict enforcement of company rules
QUESTION 7: Self-control is the key to dealing with someone whose relationship has broken down and
...blame her for the breakup
...assertively declare that you want to fix it
...impose your conditions for reconciliation
...ignore that person forever
QUESTION 8: What is considered "the ultimate secret" to conflict management?
Self-control
Empathy
Assertiveness
Effective communication
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